An automatic censor of a word within a post.
An automatic censor of a word within a post.
A wiki is a collection of webpages that can be modified by anyone who has been given access to it. Some wikis are open to anyone with a web connection
White label software can be customized to adhere to a subscriber’s own brand guidelines. Most white label software operate on a software-as-a-service (SaaS) business model, where the right to access
White label community software refers to a piece of software built by a company that you can rebrand and customize to make it appear as your own. Using white label
A webinar is an online seminar or presentation that is hosted by an individual or a company. Most often, the host requires attendees to fill out a form before granting
A virtual event is any event that brings people together at the same time digitally. A virtual event typically happens live over video on platforms such as Zoom, Facebook Live,
A virtual community is made up of a group of people bonded by a shared interest or motivation. They meet up in a dedicated digital space, where they can form
The ideal outcome for most marketers and community managers is to see the posts in their community to go viral. This means that the post generated an unusually large number
A verified member of an online community has proven their identity to the admins or owners of that community and is labeled as such as a result. On Twitter, for
User-generated content is content — blogs, videos, photos, quotes, etc. — that is created by community members. Marketers typically tap into their audience in an online setting to collect this
User-generated content is any media or post created by individual users and published on a platform. The content can be images, videos, blog posts, reviews, gifs, FAQs, or anything else
A troll or internet troll refers to a person who is known for creating controversy in an online setting. They typically hang out in forums, comment sections, and chat rooms
Topics allow users to categorize content and enable seamless knowledge discovery. PeerBoard uses Categories and User Groups.
A message thread is a series of replies to a single post. Threads are an intuitive way to organize discussions around a specific topic. Anyone who wants to add their
A thread (sometimes called a topic) is a collection of posts, usually displayed from oldest to latest, although this is typically configurable: Options for newest to oldest and for a
A support community is a brand community designed with the specific goal of providing users with customer support. Customers can access help in three main ways:– They can connect with
The super users will be responsible for the most engagement within your community. They will create the most posts, get the most likes, receive the most comments. Similarly, they will
A sticky thread is a post that you pin to the top of your online community. It’s an excellent way to highlight important information and ensure that the content doesn’t
Threads that are important but rarely receive posts are stickyed (or, in some software, “pinned”). A sticky thread will always appear in front of normal threads, often in its
Social login is a mechanism that allows customers to use the account credentials of a social media site to log in to a third-party service. It makes registering for your
Single Sign-On (SSO) is a system that lets people use the same login details for multiple platforms. An example you are probably familiar with is Google, which enables you to
A message that is shown below each individual member containing personalized quotes, words of wisdom, links, etc.
A Shopify forum is an online community, and, as with any online community, there is a central common interest that ties the community together. For a Shopify forum, that common
Self-service support is when customers use your resources to find solutions to their problems independently instead of contacting your team. Good self-service resources let customers quickly find answers to their
This is a type of community where you can invite people to complete a sign up process and then join the community. These communities are ‘exclusive’ and are purposefully hard
A member’s reputation is a quantified representation of their trustworthiness within an online community. Reputation is determined by a reputation system, consisting of one or more algorithms combined with ratings
Reposting refers to the act of sharing another member’s post on social media. Examples of reposting on various platforms include regramming, repinning, and retweeting. Labelling content as a repost can
A reply is a pulic response to a post created inside a community, in contrast to a direct message, which is private. Depending on the platform, a reply can start
People like to be recognized. They enjoy giving in an environment where they are appreciated and can anticipate others will respond in kind. This pattern of engagement and reciprocity is
Reactions are one of the most common ways that users engage with posts. Depending on the platform, reactions can include Likes, Claps, Upvotes/Downvotes, and various Emoji-based responses. While a higher
A post’s reach refers to the number of users who have been exposed to it. While this is sometimes assumed to be equivalent to the number of people who saw
Q&A software makes it easy for people to ask and answer questions. Companies use these tools throughout the buyer’s journey in places where customers may need an answer to a
This kind of community is open to everyone. Anyone can read the contents within it without having to go through a login screen or a paywall.
A public community is accessible by anyone. Non-members can browse all the content created in the community, which increases brand awareness and visibility. It’s typically easy for people to join
Old topics never die, they just get archived. Inactive topics can be “frozen” so no new posts can be added, and they can also be archived, which means they will
A profile is a page of an online community or social media site that represents information about a user or business. These pages allow other members of a community to
This kind of community is open only to those members who have been granted access to it. The content within it can only be read by those people who have
A private community is a community that is closed to the outside world. All the discussions and content shared in the community is visible to the members only. Private communities
A measurement of how many posts a certain user has made. Users with higher postcounts are often considered more reputable than users with lower postcounts, but not always. For instance,
A post is a user-submitted message enclosed into a block containing the user’s details and the date and time it was submitted. Members are usually allowed to edit or delete
A means of privately contacting another member.
Encouraging members to create personal profiles gives everyone in the community a tool to get to know other members. Encouraging members to view others’ profiles, and keeping their own profiles
The passion economy is an economy built around “creators with a purpose” — people who are powerfully motivated to start a brand, business, or community, usually on digital platforms, around
An online community manager is a person in charge of maintaining and growing an online community. They are an essential part of any thriving community.
An online community is a group of people that gather online around a specific topic. The groups are typically based on a particular interest or profession. Online communities form all
The 1% rule is a rule of thumb pertaining to participation in an internet community, stating that only 1% of the users of a website add content, while the other 99% of
The 1% rule of online communities states that only 1% of website users actually generate content while the other 99% simply consume it. A variant of this is the 90-9-1
The process of bringing a new member up to speed in the community space. Community members, new community management employees and high-level executives all require on-boarding to help them maximize
Omnichannel support is when businesses provide a seamless experience across multiple channels. Your team can offer the same high-quality support whether customers call, email, message, or join your community, The
No-code platforms use a visual interface to help users build software. These tools are typically easy to use, which enables anyone to create the product they need. Tribe is an
Your community, hopefully, will have a lot of new members coming in. It will be your job to have a strong onboarding process for them so that they feel welcome
Building connections and creating content and programming to help members feel comfortable, connected and engaged in their first interactions within the community.
A network effect refers to a situation where the value of a product, platform, or service increases as more people use it. In community building, a network effect refers to
The network effect is a phenomenon in which a product’s value grows as more people use it. Online communities tend to benefit from the network effect, as each new person
The moderators (short singular form: “mod”) are users (or employees) of the forum who are granted access to the posts and threads of all members for the purpose of moderating
On Internet websites that invite users to post comments, a moderation system is the method the webmaster chooses to sort contributions that are irrelevant, obscene, illegal, or insulting with regards to useful
An MVC is a version of your online community that you build at the start to test how things are going. This kind of community is built using the least
A micro-community is an online community made up of less than 30 members. Oftentimes, they’re part of an online course, an online coaching group, or a larger virtual community. What
Membership retention is the measure of how many of your members keep their membership active. It is a critical component of the membership model, because it describes how you keep
A membership model is where a website, community, brand, creator, or organization offers access to a set of valuable resources, typically for a fee. The value of a membership is
Membership churn is how many members leave a membership-based website, community, business, or organization, usually measured by subscription cancellations or lapses. It is the opposite of membership retention, which is
Membership churn is the percentage of members that leave a community in a given time frame. A high membership churn rate will slow down community growth—you’ll have to bring in
Member roles are the privileges given to people in your community. The most common roles are:– Admin: the people who run the community.– Moderators: the people who check content meets
A member onboarding process helps community owners to fully leverage the time that a new member has spent in joining your community. The general goal is to deliver an engaging
Members are the best source of ideas to strengthen and grow communities. Seek their opinions and ideas actively and often!
Representing the needs expressed by the community or individual members to other stakeholders to ensure those needs are heard and addressed.
The majority of your community — or at least a big part of it — will be comprised of lurkers. They are the ones who maintain a presence within your
Those who observe the activities of an online community without engaging themselves are colloquially known as lurkers. By most estimates, lurkers make up the vast majority of online communities with
A locked thread is a thread in which you can no longer post.
A high-locality community might be one that serves a real town, perhaps even just a neighborhood. The referents and discussion are real to many, if not most, of the participants.
With a linear system, each post in a given topic arrives in chronological order. The result is more like a real conversation. Often with a linear system you can read
A learning management system (often abbreviated as LMS) is a piece of software used to create online courses. In other words, learning management systems allow teachers, instructors, and creators to
Leaderboards are a popular form of community gamification in which the top performing members are displayed according to their contribution to the community. How rankings are determined depends on values
KPIs (Key Performance Indicators) represent data that you can track in order to measure the success of your community. You need to have key performance indicators in place. These are
A knowledge base is a published collection of documentation that typically includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. Its purpose is to make it easy for
A knowledge base is a software tool that stores and organizes all your company’s documentation. These are powerful self-service resources that customers can use to find out how to use
Introduction threads in the discussion section of the community are great to get the ball rolling. It can be welcoming, give a sense of the peers, other new members, and
A community that exists within an organization, generally comprised of employees, alumni, stakeholders, etc.
An internal community is a closed community used to help people in an organization communicate and collaborate. The community will typically have a specific purpose within an organization. It could
Members who have a profile in the community but who are inactive, which typically means they have not accessed the community in the past month.
Defining who you’re targeting with an ‘ideal online community persona’ helps you to build a niche community which lasers in on exactly what your audience wants which in turn, helps
The theory that the visible activity of a community is only a very small part of the overall activity of a community. There are a huge number of things that happen in
A hybrid community includes both public and private sub-communities. Typically, the majority of the community is publicly accessible. But there will also be smaller private or hidden groups for a
A combination of both public and private communities. This kind of online community is public in general but has a private or secret groups (subcommunities) within. Part of the community
When members post something that is against community guidelines (spam, obscenities) host can either hide or erase posts. Posts with large sound or image files may be hidden to keep
A hidden post is only visible to the user who created it and the community’s administrators and moderators. Posts can be hidden by their creators for privacy or other reasons,
Also known as a banner or cover image, the header image appears at the top of a user’s profile page and groups in a community. Aside from the obvious functions
Hashtags are a form of metadata used to cross-reference content by adding the hash symbol (#) as a prefix to specific segments of text. A search for a specific hashtag
An unregistered user of the site is commonly known as a guest or visitor. Guests are typically granted access to all functions that do not require database alterations or breach
Gamification is when you add elements commonly found in games to other areas of life. A typical example is point scoring and prizes. The idea is that these elements can
Gamification is the skill of understanding what game-based motivators may drive members and how to use those motivators to help members get value out of the community that they may
In the context of online communities, a forum or message board is an online discussion site based around posting and responding to messages that tend to be longer than those
Also known as a message board. An online site dedicated to discussing a particular topic. Unlike a chat room where the conversation is built upon short, rapid-fire responses, discussions in
Fear of Missing Out (FOMO) refers to the apprehension that there are significant opportunities—in the form of information, events, or experiences—to which others have access but the subject does not.
A follower is a user who has subscribed to another user’s account in order to receive updates on their activity, i.e., their posts and engagements with others’ posts. Followers will
A high-focus community might be one that deals with the minutiae of a particular rock band and its music. Straying too far from the intended topic — discussing, say, deconstruction
Flaming refers to the use of hostile or offensive language in online communities or discussions, most commonly in the form of text-based messages. The propensity toward flaming is often attributed
Hostile or insulting interaction between users.
As your online community grows, you’ll need to constantly pay attention to what your members are saying. If they make recommendations or complains, it’s your job to communicate with them
Community existing outside of an organization, typically a community of practice, a support community, a customer community or a community of interest.
Nothing sends a new member away faster than being disappointed. Promise only what you can deliver, then over deliver a bit. Don’t set expectations that can’t be met. Be fair
Evergreen content is designed to remain relevant indefinitely. In other words, evergreen content is not time-sensitive in the sense of being tied to a particular event or promotion. This makes
Enterprise Social Network. An online social network for an internal business community. An ESN platform can provide your organization with a place to collaborate, ask questions, track projects and share
Enterprise Social Network (ESN) refers to the internal online communities created by businesses. These tools are the successors to company intranets, and they provide organizations with an online space that
The engagement rate is a measurement of user interactions with the content created by members of a community. The simplest way to calculate engagement rate is to divide the total
Engagement rate is a popular digital metric used to describe the amount of interaction — likes, shares, comments — a piece of content receives.
A small image that expresses a particular emotion.
Sometimes spelled ‘doxxing’, this is the act of publicly revealing personal information about a user, including their name, home address, financial data, etc. While doxing can be altruistically motivated, such
Also known as “ephemeral content”, disappearing content refers to posts that vanish or self-delete after a set period of time. Examples include Stories on Facebook, Instagram, and Snapchat. Social media
Also known as a DM, direct messages are sent privately between users, as opposed to content posted on a public community. Direct messages do not appear in either users’ activity
In this context, dashboards are tools used by marketers and community managers to understand the performance of the community using a single platform. Dashboards enable users to schedule, publish, view,
Often confused with dark posts, dark social media encompasses social shares that lack referral information about their source. This includes shares that happen through messenger apps, emails, and text messages.
A dark post is a social media ad that appears only for a specific set of users and nowhere else. Such sponsored content is not published on the sponsor’s page
Customer support is the actions you take to troubleshoot customer problems. Good support streamlines the customer experience and ensures that technical issues don’t stop your customers from using your product.
Customer success is when you proactively help customers use your product or service to reach their goals. By helping people get value from your product, you encourage them to stick
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service. When you give customers the necessary tools they need to succeed,
Customer engagement in B2B is all about customers experiencing a real partnership. When customers feel listened to they tend to share their opinions and experiences with you, and each other,
A customer community is a space for your brand’s customers to interact with each other and your internal team. Communities enhance the customer experience by making it easier for users
The act of collecting, organizing, and sharing content. This can be done via a blog, social media, or an email newsletter.
Crowdsourcing refers to the act of soliciting ideas or content from a group of people, typically in an online setting.
An engagement profile. Members of a community who have started a discussion, a chat or a blog post or participated in community leadership activities including content moderation, welcoming members or
Conversation threading is a feature used by many email clients, bulletin boards, newsgroups, and Internet forums in which the software aids the user by visually grouping messages with their replies.
An engagement profile. Members of a community who have commented on a blog, discussion thread, document or other item but don’t start discussions. They may also bookmark, rate, share or
The content created on the community can be categorized by topics and also posted to specific groups or channels to drive focused discussions. Here are the types of content that
A content management system (known more frequently as a CMS) is the backend software that manages content published on a website or community platform. That includes the resources, articles, and
While companies can utilize many go-to-market strategies, a community-led growth approach focuses on a group of brand advocates and supporters to help market a product or service. Generally, this approach
The terms community software and community platform are one in the same. They both essentially describe a virtual space where an online community comes together. At present, most community software
The technology that hosts your community network.
A community of practice is a space where people with similar skills gather. These communities often form around professions—you’ll find Communities of Practice in most industries where people benefit from
These individuals keep the community alive by doing a little bit of everything. Their main goal is to keep the forums or questions from going off-topic or becoming toxic. Other
This person will be responsible for handling how the community behaves, what each member is doing, what they are posting and more. Overall, you (or your community manager) will be
The community life cycle refers to the stages of growth new communities go through. In our experience, there are five growth stages: development, inception, expansion, maturity, and autonomy. We find
Community guidelines are the rules that direct how users should behave in your community. They should encourage valuable discussion and ensure everyone knows what is expected of them. Guidelines also
Your rules of engagement. A list of encouraged and discouraged behaviors you share with your community members. A place to define which behaviors are expected and express the community’s core
Community flywheel is the idea that by introducing customers into a community, they become central to your brand’s growth efforts. In a traditional sales funnel, the journey ends when the
Community engagement, in a nutshell, is all about crafting a coherent set of processes to nurture the members and investing in member development. This boosts the number of active people
Community engagement, in a nutshell, is all about crafting a coherent set of processes to nurture the members and investing in member development. An engaged community drives stronger relationships and
The ability to represent the needs of the community and provide support or recommendation for it in a variety of situations
As the popularity of online communities continues to grow, organizations that run these digital environments are continually looking for ways to better moderate the occurring conversations and activities. One way
A specific member engagement profile. Refers to the type of community member who collaborates in the community (i.e. creates value — this could be training materials, code/apps, events, product specs,
Online coaching is coaching that takes place over the internet versus in-person. It can be done via a video or audio connection, or even through a messaging platform. Some coaches
An acronym for “Completely Automated Public Turing test to tell Computers and Humans Apart.”. Generally, a CAPTCHA is a image you must read and type into a text box to
A thread is contained in a forum and may have an associated date that is taken as the date of the last post (options to order threads by other criteria
A brand community is a space where customers and people interested in your brand can interact. These people are brought together by a collective interest in your company, its products,
Every company wants its customers to rave about its products or services. Whether it’s the benefits they receive from using your products or the excellent customer service you provide, you
A program designed to register and post on forums — usually with the intent of spamming.
Banning is when a member is denied access to a community. Members should only be banned according to the stated processes of a community. In private communities, this is fairly
Just as physical badges are used by various organizations to denote accomplishments (e.g., The Boy Scouts of America), digital badges are used in online communities to indicate a member’s achievements,
Small images that help to personalize posts and quickly distinguish one user from another.
An avatar is an image that represents a community member. They allow other users to identify the person who made a post or comment quickly. Avatars are a crucial part
An audience is a group of people that follow your brand. They consume the content you create on platforms like your blog, social media, or YouTube. Audience members typically like
A high-anonymity community doesn’t reveal who people are and perhaps prefers that people do not inadvertently reveal who they are. Such a community allows people to post without bad repercussions
The administrators (short form: “admin”) manage the technical details required for running the site. As such, they may promote (and demote) members to/from moderators, manage the rules, create sections and
In short, an administrator is someone who helps to manage and provide support for an online community. Depending on the size of your digital community, you could have multiple administrators
The activity feed is the collection of content posted on the community that is presented to the community member based on the user’s actions, preferences, connections, groups, and topics followed.
An activity feed is thepart of a community, social media platform, or mobile app that shows a collection of recent interactions. It brings all relevant activity into a central location,