Running a successful online community inherently means there will be some nay-saying. It’s not the end of the world, but there are some reliable ways to deal with it. Learning what to expect from your community and how to manage complaints within your online community is important. Listening and responding quickly are always your best bet, but let’s get more specific.
These are three common voices that speak out within online communities and here’s how to handle them.
1. The Loudmouth
Okay, this one’s a bit obvious but it’s a major one. When a member loudly, publicly, and angrily complains about anything related to your community it’s time to act fast. Delaying or not checking in frequently will only anger the loudmouth more. Resist the urge to give excuses. Respond both publicly and privately, so he or she gets the attention sought out and also a cohesive answer and promise of resolution in private. Then fix the issue or listen in for more details. Swift action and attention to detail are usually all it takes to calm that member down.
2. The Highroller
These members pay the big bucks and expect the royal treatment. If you’re selling high-end goods or services, these voices are more common within those communities. Again, they’re not interested in excuses though they’ll usually be more cordial about voicing their complaints. Speed and clarity are important. Make them feel like a top client. Use your language and maybe even a small gift of thanks. It shows you’ll always go above and beyond for your best clients and this mistake will never happen again.
3. The Bargainer
This member is always looking for a quick buck (or free one!). They’re complaining specifically to win something for free or get a discount. Don’t give in if that’s not the way you conduct business. Stay empathetic to the complaints, but don’t engage in emotional conversation with this member.
Listen, show you care, and always stay positive when sharing your updates and insight with your community. Genuine compassion goes a long way.
Thanks again for stopping by. We hope this help out. If you have any questions feel free to contact us and if you want to try your hand at creating your very own SocialNetwork, give one of our Free Trials a shot!
The post 3 Community Complainers You’ll Meet and How to Respond appeared first on SocialEngine.
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Did you know you have a say in who is on the Drupal Association Board? Each year, the Drupal community votes in a member who serves two years on the board. It’s your chance to decide which community voice you want to represent you in discussions that set the strategic direction for the Drupal Association. Go here for more details.
Voting takes place from March 6 - March 18. Anyone who has a Drupal.org profile page and has logged in to their account in the last year is eligible to vote. This year, there are many candidates from around the world. Now it’s time for you to meet them.Meet the candidates
We just concluded the phase where 13 candidates nominated themselves for the board seat. From now through March 4, 2017 we encourage you to check out each person’s candidate profile, where they explain which board discussion topics they are most passionate about and what perspectives they will bring to the board.
This year, we asked candidates to include a short video - a statement of candidacy - that summarizes why you should vote for them. Be sure to check them out. Videos are found in the candidate’s profile as well as here:What To Consider
When reviewing the candidates, it is helpful to know what the board is focusing on over the next year or two, so you can decide who can best represent you.
Here are the key topics the board will focus on.
Strengthening Drupal Association’s sustainability. The board discusses how the Association can improve its financial health while expanding its mission work.
Understanding what the Project needs to move forward and determine how the Association can help meet those needs through Drupal.org and DrupalCon.
Growing Drupal adoption through our own channels and partner channels.
Developing the strategic direction for DrupalCon and Drupal.org.
There are certain duties that a candidate must be able to perform as a board member. The three legal obligations are duty of care, duty of loyalty, and duty of obedience. In addition to these legal obligations, there is a lot of practical work that the board undertakes. These generally fall under the fiduciary responsibilities and include:
Overseeing Financial Performance
Setting and Reviewing Legal Policies
Managing the Executive Director
Hopefully providing this context gives you a helpful way to assess the candidates as you decide how to vote from March 6 - March 18.
We encourage you to ask the candidates questions. Use comments to leave a question on their candidate profile page.
It’s another day at the sales dashboard.
You’ve got to update your team with the status of the ongoing campaign.
You’ve got to post the leads generated last week.
You need to double check the next gig with the guy from the marketing team.
You need to give your boss a few good numbers to crunch.
Oh, and you shouldn’t forget to schedule a team huddle with the new salespeople.
Well, you either need a rocket-fuel-powered-repulsor-exosuit on your fingers, or you need Slack.
Ha, I already know that!
Yeah. But, we thought you needed more from Slack, than just to tell your lunch group you won’t be coming that day. How about having Slack help you close deals in a fun and easier way? The Slack-Zoho CRM integration is finally here. This combination of communication and information centralizes your team’s decision making processes.
So, what does it do?
The extension automatically pushes notifications to your team about new leads, contacts, accounts, and deals to a particular open channel in Slack. It also notifies your team about the status of deals, closures, and the creation of cases via that open communication channel in Slack. This open communication channel can be chosen while installing the extension.
These notifications will keep you abreast of what’s happening in your sales department and altogether contribute to closing more deals.
Reducing the time you spend switching between different tabs and manually searching through your records also makes your work easier.
Of course, not.
You can search for entities in Zoho CRM from your Slack chat box, and get the results right there.
The basic Slack functions include:
- The ‘/lead [keyword] which searches for any Zoho CRM lead.
- The ‘/contact [keyword] which searches for any Zoho CRM contact.
- The ‘/account [keyword] which searches for any Zoho CRM account.
- The ‘/deal [keyword] which searches for any Zoho CRM deal.
- The ‘/case [keyword] which searches for any Zoho CRM case.
By ”keyword,” we’re referring to any search term you might adopt to sort through your Zoho CRM records. For example – Searching for `/leads 94566` would display all leads located in Pleasanton, California. You can also search using other keywords such as phone number, fax, email, or company.
The extension fetches data from the addresses and lead information present in every Zoho CRM record, so that all records are searchable in the Slack channel.
And the best part is that you can create custom commands too. After all, every organization does have its own inside lingo.
Try out the Slack-Zoho CRM integration now, and get your sales graphs rising.
Every Friday, we discuss one of the many Vanilla features that you can utilize in building and perfecting your forum. An important one is the ability to add your own custom font. Very similar to Google Fonts, the following article will give you the steps to allow you to add your favourite web fonts to your forum.Selecting the font you want
To start adding custom fonts, head over to Google Fonts and use the filters on the right to choose the best font from over 800 different types.
Once you find the font you like, select it by clicking on the “+” sign, which will turn into a “-” sign.
There will also be a context menu made available to you as well, which you will want to click on. This will give you details on the code you need to use the font.
For the simplest implementation, the standard info here is exactly what you need. Copy the information from embed font section.
Open your Vanilla Forums dashboard and head to Customize HTML tab. Paste the code just before the code.
Now the next step is to tell your forum to use this new font. To do this you’ll need to add some custom CSS. Google Font provides you the essential code on their website.
They also provide a handy guide here for more details on some of the more complex things you can do.
For our needs, to have your whole forum use the same font, apply it via the body tag in CSS. You will add something like the following:
font-family: ‘Lato’, sans-serif;
Place this code in the Customize CSS tab in your Vanilla Forums dashboard.
Make sure you click “Apply” to save your changes. That’s it!
Of course, you can add as many different fonts you want and to whatever elements you want, but these are the basics.
Also, if Google does not have the font you want, or you have a font file you wish us to host, contact our support team. They will assist you in getting your font added to your community.
So that’s it for adding your fave font to Vanilla, if you’d like to learn other cool tricks, click here to check out the rest of our Friday Tips.
We are excited to announce that Zoho has been awarded the ISO/IEC 27001:2013 certificate. The British Standard Institute issued the certificate for our Information Security Management System.
The ISO/IEC 27001:2013 certificate specifies the requirements for establishing, implementing, maintaining, and improving information security management within an organization. It is awarded only to organizations who follow stringent security practices, after a rigorous audit process.
?What does it mean to you, our customer? It means that your data with Zoho is well-protected, and secure. We value the trust that you place in us, and this certificate is a testament to our commitment towards information security.
The Drupal Association Engineering Team delivers value to all who are using, building, and developing Drupal. The team is tasked with keeping Drupal.org and all of the 20 subsites and services up and running. Their work would not be possible without the community and the project would not thrive without close collaboration. This is why we are running a membership campaign all about the engineering team. These are a few of the recent projects where engineering team + community = win!
We now have a new system for Documentation. These are guides Drupal developers and users need to effectively build and use Drupal. The new system replaces the book outline structure with a guides system, where a collection of pages with their own menu are maintained by the people who volunteer to keep the guides updated, focused, and relevant. Three years of work from the engineering team and community collaborators paid off. Content strategy, design, user research, implementation, usability testing and migration have brought this project to life.
Pages include code 'call-outs' for point-version specific information or warnings.
Thanks to the collaborators: 46 have signed up to be guide maintainers, the Documentation Working Group members (batigolix, LeeHunter, ifrik, eojthebrave), to tvn, and the many community members who write the docs!Enabling Drupal contribution everywhere
Helping contributors is what we do best. Here are some recent highlights from the work we're doing to help the community:
Users now have better profiles to make into Drupal résumés.
Months of content strategy work resulted in a better communication plan, including improved user experience for newly registered users.
Organization pages have expanded in scope to encourage more participants than just Drupal service providers. The organization list, new layout making case studies and contributions stand out, and a more robust contribution credit system are all helping to bring more contributors to the Drupal ecosystem.
We're expanding the contribution credit system to include more types of contribution, and we'll keep working on improving the system with check-ins every 6 months.
We have a process for prioritizing community initiatives so we can still help contributors. Thanks to volunteers who have proposed and helped work on initiatives recently, we've supported the launch of the Drupal 8 User guide and the ongoing effort to bring Dreditor features into Drupal.org itself.
You can help sustain the work of the Drupal Association by joining as a member. Thank you!
Here at Vanilla Forums, we believe that when you succeed, we succeed. That is why we have gone to great lengths in offering a library of compelling and rich in-depth resources and guides to help you create the most optimal user experience for your online customer community.
Here are the top 10 resources and guides for using Vanilla Forums:Creating a Community Strategy and Choosing the Right Platform
The most care and consideration should go into setting up a community strategy of your online community. It may seem like a lot of heavy lifting upfront, but it will pay off in the long-term.
Align Your Community to Meet Your Business Goals – Want to know how to align your community with your business’s goals the right way? David Spinks, founder and CEO of CMX, and Melanie Attia, VP of Marketing at Vanilla Forums, have an in-depth discussion on how to align your online community to meet your corporate business goals.
The Three Pillars of Community – This ebook looks at the three foundational pillars: Sales, Support and Social. Learn how you can leverage them to create a healthy and thriving customer community.
Selecting the Right Community Software – There are so many options, experiences and places to find information that it can be difficult to make a long-term decision. To simplify your search, Vanilla Forums has created this guide to help you in your online community selection process.
Community Platform Requirements Checklist – This practical requirements checklist covers 100+ specific features and functionality and provides a framework that organizations should be looking for in an online community platform.
Online Community Launch Checklist – The key to a successful community launch is the often overlooked planning stage. This ebook covers all the essential steps from start to launch.How to Leverage Your Existing Community
Now that you’ve built a solid foundation, launched, and your members have acclimated, it’s time to take inventory of what’s working well and where’s there opportunity for improvement. Depending on your assessment, you’ll no doubt need to make some necessary adjustments in the strategy and the overall management of the community.
How to Turn Your Community into Content Marketing Gold – This complete guide to community content marketing gives you all the information you need to turn your online community into well-oiled content-generating machine, and at the same time, helps reduce marketing costs.
The Ultimate Community Playbook – The Community Playbook packages the deep expertise of community managers and experts spanning business-to-consumer, business-to-business and enthusiast audiences, to help take existing online communities to the next level.
How to Excel in Community Management – In this recorded webinar, learn from four industry thought leaders who will delve into topics to help you become a better community manager through creative problem-solving and strategic thinking.Measuring Your Community’s Success
To make sure your community is achieving its objectives, take a deep-dive into the data.
Ultimate Community Dashboard – To ensure you measure what’s most important, this guidebook focuses on measuring the health of your community including actionable insights that allow you to easily view trends and be alerted of warning signs from key metrics.
Tweak and fine-tune the appearance of your online community and how it functions by leveraging hundreds of the customizable and configuration options.
Tutorial Videos on All Aspects of Using Vanilla Forums – VanillaTV provides over 50 detailed how-to videos on managing and administering your Vanilla Forum-powered community.
If you use Microsoft Outlook to handle your emails and another application for contact management, you have to spend time switching between tabs just to read emails, update tasks for a contact, and so on. If you spend an average of 5 minutes for one contact and you repeat this for around 10 contacts a day, you are spending about 4 hours a week, merely switching tabs. Just imagine the business you could have generated if you had spent all that time on fulfilling orders and addressing customer grievances instead of on switching tabs.
The goal of the new integration released for Zoho ContactManager is to improve the efficiency of your business and foster team productivity. With this integration, all you have to do to work with your contacts and emails in one place is connect to your Outlook account in a single click. All your contacts and emails from Outlook are synced with Zoho ContactManager.
The following features are the highlights of this integration.
Import and sync your contacts from Outlook.
Once you connect your Outlook account with Zoho ContactManager, all your contacts from Outlook will be imported to ContactManager. This includes all the notes associated with your contacts.
The contacts are updated and synced both ways. This means that a newly added contact in Zoho ContactManager is automatically updated in Outlook in real time, and vice-versa. You can directly create a contact from any new email received using the create contact option present in the Email module.
Easily keep track of all emails to and from customers.
One of the advantages of this new integration is that the Emails module in Zoho ContactManager becomes your new inbox. You get notified of new emails and have the option to respond to them immediately.
Clicking on the Emails sub-tab when browsing through a contact’s details presents you with all past email correspondences that you’ve had with that particular contact.
Import your team from Office 365 to collaborate better.
The integration lets you import your team from Office 365 and offers access to several of Zoho ContactManager’s collaborative features to improve efficiency and team productivity. Communicate with your team, assign tasks, set reminders, and control your reps’ access to customer data through role-based hierarchy. In addition, your team can keep you updated on the status and progress of deals, and even notify you about the acquisition of new contacts.
Get your emails and contacts in one place with the integration between Outlook and Zoho ContactManager.
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