The LugIron Software Blog

What are community analytics, anyway? Here’s a Slideshare presentation by Alistair Croll and Sean Power – their phrase is Communilytics. They break measures down into Attention – Engagement – Conversion. I appreciated a comment in an interview before the Web 2.0 Expo in San Francisco where Alistair Croll said something like, metrics just for bragging [...]

Technorati Tags: analytics, business goals, communilytics, community, kpi, metrics

Let’s face it. Behaviors online are pretty limited – you can click a link or two, view a page, write some text. It all translates into interaction. But interaction alone doesn’t increase sales, drive down costs, or improve your customer satisfaction ratings. Behaviors are exactly what we want to drive with web technology, though, as the [...]

Technorati Tags: comments, community, community analytics, Facebook, real life, social media, Social Media Metrics, web analytics

Wow, I’m reading Clued In:How to Keep Customers Coming Back Again and Again by Lewis Carbone (Amazon link). It contains timeless stories through decades of customer service. It describes rich experience management as the business of making clues about customers systematic and embeded throughout the values in a company – where decisions are made based [...]

Technorati Tags: brand, community, customer, experience, experience management

Those three words, followers, fans, and friends, have deep and wide meanings in real life, but online sites using those terms for subscribers will not always see all the actions they’d expect. We’re all still people, offline or online, and businesses on Facebook want to know what you’re doing as a fan. Are you just [...]

Technorati Tags: business, community, Facebook, fans, followers, friends, social, social media, Twitter

Relationships are everything in a large company like IBM. I enjoyed reading this Interview with Rawn Shah, Practice lead with the Social Software Adoption team in IBM. My favorite question and answer is the last one: Q: What advice would you have for a beginning community manager? Community management is both a learnable skill and a personality trait. [...]

Technorati Tags: Collaboration, community, internal, networking

I’ve been intrigued by Jeremiah Owyang’s List of Corporate Social Media Strategists – a curated and categorized list based on a person’s LinkedIn Profiles and a previous list from 2008. He has separated it into strategists and community managers, an interesting distinction, but necessary since the jobs would be very different day-to-day. The job titles [...]

Technorati Tags: community, Facebook, interviews, new media, social media, Twitter

Some of us LugIron folks attended this week’s Austin Social Media Breakfast. We heard about PetRelocation.com and their social media strategies from Kevin O’Brien, CEO, and Rachel Farris, director of PR and new media and employee number 2. Their talks inspired me to think about some basic ways that you can build user engagement in communities [...]

Technorati Tags: community, engagement, social business, SocialMedia

Last week I posted a piece about measuring community efforts titled How Do You Measure Community? An additional interesting measure for your community is “how effective is your community manager?” Here an excerpt from an interview with Jono Bacon, Art of Community author and Ubuntu community manager on LinuxQuestions.org: What do you consider the best metrics [...]

Technorati Tags: advocate, CMAD, community, community manager, customer expererience, Customer Support, Jeremiah Owyang, measure

Community analytics and social media metrics spur heated debate in many circles. In fact, at SXSW Interactive in 2007, the Social Media Metrics panel had attendees and chatroom users revolting. I was there and hardly knew what to make of the uprising at the time, but in hindsight, I can see how important the information [...]

Technorati Tags: building community, community, community management, measure

Here at LugIron, besides working on these freshly baked updates, we’re working on a book with case studies for successful enterprise communities. It’s a focused study of communities for specific purposes, similar to my book about using the social web for documentation. Our goal is to interview community managers in the enterprise, especially those who [...]

Technorati Tags: community, Facebook, management, metrics, platform, ROI, Twitter, value