Users helping each other.
WHAT IT PROVIDES
Support volume reduced Feedback that arrives unprompted Advocacy A reason to stay beyond the software
WHAT IT REQUIRES
Enough users to sustain conversation Consistent presence from you Moderation
WHEN TO START ONE
When users are already contacting each other, or asking the same questions repeatedly.
WHAT NOT TO DO
Create one before there are users.
WHY
An empty community signals a product nobody uses.
WHERE TO HOST IT
Wherever your users already are, rather than somewhere they must join.
WHAT TO CONSIDER LOCALLY
That messaging platforms are where many communities actually live.
WHAT TO PROVIDE
Answers from people who build the product Early information Recognition for helpful members
WHY RECOGNITION MATTERS
It is the only currency, and it sustains contribution.
WHAT TO MODERATE
Abuse Promotion by others Discussion that misleads
WHAT TO ALLOW
Criticism.
WHY
Removing it destroys the community's credibility and drives the conversation elsewhere, where you cannot see it.
WHAT TO MEASURE
Questions answered by other users Support volume
WHAT TO RESIST
Using it purely as a marketing channel.
