September 2022 Newsletter

Summary

As always, please feel free to reach out to us on AnswerHub.com and/or for customer via The Hub.

AnswerHub Is Formulated For You

In this newsletter, we wanted to delve into some intriguing AnswerHub knowledge and secrets.

Over the years, we’ve gathered information and studied the importance and value of a Community Manager. In the below article “The Value of a Community Manager”, we share this vital and valuable knowledge with you. If you don’t have a dedicated person managing your community, you’re missing out on several benefits that lead to long-term success.

How do we decide AnswerHub’s product roadmap or determine which new and innovative features we will add? “The Truth Revealed: How We Enhance AnswerHub For You” explains our process. Be sure to read it in this newsletter, so you can submit your ideas and requests!

As always, please feel free to reach out to us on AnswerHub.com and/or for customer via The Hub. We are dedicated to listening to our customers and continuing to innovate our knowledge sharing and community collaboration software for you.

The AnswerHub Team

The Value of a Community Manager

Every developer focused community needs a Community Manager regardless of whether it’s a part- or full time role as well as whether it is for an internally-focused or externally-focused program. The Community Manager is the CEO of the community, and has the responsibility to create and then evolve the vision for the community, develop the guidelines for membership, communicate and promote the growth of the community, and develop a core group of users who will help the Community Manager to moderate and manage the community.

The Community Manager must balance their time between strategic planning, goal setting, measuring / analyzing with daily tactical efforts of moderating, ensuring questions are getting answered, and communicating and promoting activity within the community. The position is particularly critical in a developer-focused community, due to its unique nature of engaging and growing this important demographic. As your developer focused community grows and matures, the Community Manager will spend less time on the day to-day “doing”, and more time guiding and developing the community toward the achievement of larger goals – especially when it comes to knowledge capture, collaboration, case deflection, and customer engagement.

Here is our view of the key responsibilities of a Community Manager:

  • Build and execute the developer community development strategy for company, team or product.
  • Connect with and grow the community through moderating and engaging on platforms and forums (both ours and third-party ones).
  • Identify and develop engaged community members, ensuring they’re connected with the right people within the company.
  • Coordinate with product and development to support their features and releases with the community.
  • Share insights and feedback from the community team to company, team, or product.
  • Promote community involvement within (company, team, or product) and build a framework to support employees engaging with the community.
  • Work with other members of the company, team, or product community team to ensure our community is recognized, celebrated, and nurtured.
  • Build KPIs, measurement, and reporting appropriately on community development progress, then communicate clearly to all key stakeholders.

There are many benefits to having a Community Manager run your online developer-focused community. Here are just a few:

  • Having a Community Manager humanizes the company by creating powerful, lasting relationships with your internal teams and / or your external users / customers.
  • A Community Manager provides firsthand customer service by ensuring that issues are routed efficiently to the appropriate department, which leads to quicker resolution times for customers.
  • Product patterns and enhancement requests get funneled by the Community Manager to the leaders in the product and engineering teams in an efficient manner.
  • A Community Manager represents the voice of the customers to the executive leadership, helps in building and growing your brand, and helps steer your team and / or user / customer engagement strategy accordingly.

We believe a dedicated Community Manager is critical to the long term success of a developer-focused internal and external community. A ship shouldn’t set sail without a captain! The crew needs training and direction, the ship’s voyage needs a purpose, the helm needs a heading, etc. Absent a dedicated Community Manager, your community initiative is unlikely to fulfill its vision, purpose, and the engagement you are looking to achieve.

The Truth Revealed: How We Enhance AnswerHub For You

Have you ever wondered how we determine the AnswerHub product roadmap and / or questioned how an idea for a feature enhancement you would like to see us implement gets prioritized for our team?

We prioritize the AnswerHub product roadmap from various inputs including market and competitive research, voice of customer interviews (where our product team gets the opportunity to speak directly with you), and also from ideas that get posted on our customer success and support portal called The Hub (which runs on AnswerHub).

Hopefully, you have visited The Hub to file a ticket, get answers to your questions, find how-to articles on best practices for implementing AnswerHub in your own organization, and / or have posted ideas about feature enhancements that you would like to see implemented. You can also search for existing ideas, and also see if other customers have previously posted ideas that you had. You can then choose to upvote those or any enhancement requests (which makes it even more likely for us to prioritize them in an upcoming sprint).

In 2022, we have worked very hard and been very focused on listening to our customers. We have been pulling in feature enhancements and new features ideas that we see and hear, whether it be on a phone call, a VOC interview and / or from an upvoted idea on The Hub.

The Truth Revealed: How We Enhance AnswerHub For You

Have you ever wondered how we determine the AnswerHub product roadmap and / or questioned how an idea for a feature enhancement you would like to see us implement gets prioritized for our team?

We prioritize the AnswerHub product roadmap from various inputs including market and competitive research, voice of customer interviews (where our product team gets the opportunity to speak directly with you), and also from ideas that get posted on our customer success and support portal called The Hub (which runs on AnswerHub).

Hopefully, you have visited The Hub to file a ticket, get answers to your questions, find how-to articles on best practices for implementing AnswerHub in your own organization, and / or have posted ideas about feature enhancements that you would like to see implemented. You can also search for existing ideas, and also see if other customers have previously posted ideas that you had. You can then choose to upvote those or any enhancement requests (which makes it even more likely for us to prioritize them in an upcoming sprint).

In 2022, we have worked very hard and been very focused on listening to our customers. We have been pulling in feature enhancements and new features ideas that we see and hear, whether it be on a phone call, a VOC interview and / or from an upvoted idea on The Hub.

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