Raising and Nurturing Forums and Communities for Customer Service


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Managing forums is like raising small children. Change is difficult for them to process and if left to their own devices and without focus, they run wild finding ways into all sorts of mischief. But, just like children, running a forum can prove rewarding when done right and the best way to put it on the right path is to plan ahead.

You need to make three decisions at the onset of the forum which will save the administrator and the users much frustration.

  • Choose a target group.
  • Design the interface.
  • Set the rules of the forum and addign a moderator to uphold them.

If a forum is designed for a business, the target group is usually fairly well set seeing as your business is designed for a specific purpose and group of customers. Nonetheless, you still need to be aware of your target group when designing a forum to ensure it links smoothly with your type of business.

If the business focuses on customer service, then the forum’s target group and topics should focus on customer service. Not the recipe of the month. If the forum completely misses its target group, it becomes unsuccessful due to unprofessionalism and too wide a net.

Next, you need to design the interface of the forum. Just as the target for the forum needs to dove-tail with the target of the rest of the website, so the interface needs to match the rest of the site. The colors and styles need to be appropriate for your business as well as being classic enough to survive the waves of change through time.

People’s taste changes constantly, but people are creatures of habit all the same. When it comes to customers’ personal web pages, they change the colors and style with their moods. However, when they use a company’s site and forum, they want the same basic layout every time they log on. They don’t want to hunt for buttons or links. For example, when Facebook changed its format the users complained mightily. Proving that one of the most effective ways to earn complaints and lose users is to unexpectedly change a forum’s interface.

Finally, set some rules and find a moderator. Controversy and debates can be good things. They generate interest and many comments; however, without supervision, they can get out of hand. Many individuals still retain that one aspect of childhood that is not so pleasant and they will post comments that are insulting and inappropriate in the worst of ways. This is where the moderator comes into play. The moderator simply plays the part of a referee (or parent) to make sure that everyone in the sandbox is playing nice and to kick the rule breakers out of the forum.

Once the target group, the interface, and the code of conduct with moderator are in place, a forum is on the right path to running smoothly.

Republished with author's permission from original post.

Jody Pellerin
Jody Pellerin is the Director of Marketing for PhaseWare, Inc. a provider of customer service and support software. PhaseWare helps companies optimize customer service and support with powerful, affordable solutions for incident management, knowledge management, SLA management, and more. Pellerin has authored several white papers and case studies about customer service and support practices including using live chat, optimizing multichannel support, and a guide for on-premise versus on-demand software.


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