Activity Alone Isn’t Enough To Justify An Online Community

(Richard Millington) #1

Originally published at:
Several organisations let go of multiple community staff members (and friends) in the past three weeks. Each organisation had previously claimed the community was successful and very important to them. So, what gives? Two things. First, just because your boss or CEO says they believe in the importance of community, doesn’t mean they do. At least not enough. Community activity is often several layers removed from clear value. It’s no surprise the most thriving categories of branded communities are those closest to clear value (customer service, employee knowledge sharing, and emotional support). Second there is a difference between a positive…

(Sarah Hawk) #2

I’m interested in this – especially for CoP’s.

Those of you that don’t manage internal or support communities, what is the direct value proposition of your community to the wider organisation?

(Richard Millington) #3

Outside of customer service, employer communities, and emotional support…the links are often pretty tenuous here. Often they are driven by correlation rather than any real study that has been conducted.