It’s so easy to focus on the super users: the ones who show up consistently and regularly participate in all your community initiatives. As a Community Manager, you probably know exactly who is in this group and can rattle off a full list of names at the drop of a hat.
But what about the folks whose names don’t pop up in your platform quite as often? How often are you interacting with them? Could a little personal attention convert them to super users too? And, more importantly, are they actually getting what they need from your community?
Engaging with these members is certainly worth your attention, but surfacing them and their details in a bustling community often takes time CMs just don’t have — which is exactly why we created Member Audit.
With Member Audit, you'll have the opportunity to connect with members who may not be on your radar on a regular basis. You can decide how often you’d like to receive email reminders to check in with a community member — daily, weekly, or monthly. Community OS will select a random community member and email you:
Every person at your company with a Community OS account — whether they have Admin or Viewer permissions — can choose their own schedule to receive Member Audit emails.
Log in to Community OS and look for Your Account at the bottom of the sidebar. Head over to Settings where you can set up Member Audit and start getting notifications to your email.
Reach out to say hello, ask what's on their mind at work, and see how you may be able to help. You might have an answer for them, know someone in the community who does, or have some resources to share. A personal offer to help can go a long way in building trust.
Take some time to learn a bit about them and send over content they may find helpful. Don’t forget to include a brief note that shares some context and explains why you thought they might find it interesting or relevant.
Your events calendar is a great resource to show them how the community can benefit them! Share details about events you have planned in the coming weeks — not just the when and where, but also what you hope the community will gain from each event. Sign off with a note telling them you’d love to see them and leave the door open for them to ask questions.
Some members may feel overwhelmed at the thought of putting themselves out there and starting a conversation or asking a question. Weekly rituals are low-pressure ways for them to ease in to community discussions. Let them know about your rituals — which channel they’re posted in, and on what day — and tell them you’d love to know how they’re doing, what they’re working on, and how the community can help.
Getting feedback from your active members is easy — but insights from your inactive members about their community experience could prove just as valuable. Ask them: What are you doing that they find useful? What could you do better? What do they need that they’re not getting from you?