Technology Tools for Community Management
Expert-defined terms from the Professional Certificate in Online Community Management course at London School of Business and Administration. Free to read, free to share, paired with a globally recognised certification pathway.
Technology Tools for Community Management Glossary #
Technology Tools for Community Management Glossary
Analytics #
Analytics is the process of collecting, measuring, analyzing, and reporting data to understand and optimize online community performance. By using analytics tools, community managers can track user engagement, behavior, and trends to make informed decisions.
API (Application Programming Interface) #
An API is a set of protocols, tools, and definitions that allows different software applications to communicate with each other. APIs enable community managers to integrate various tools and platforms to streamline processes and enhance user experience.
Automation #
Automation refers to using technology tools to perform repetitive tasks automatically, saving time and improving efficiency. Community managers can automate tasks such as scheduling posts, sending notifications, and responding to common queries.
Content Management System (CMS) #
A CMS is a software platform that allows users to create, edit, organize, and publish digital content. Community managers can use a CMS to manage community websites, blogs, forums, and other content-driven platforms.
CRM (Customer Relationship Management) Software #
CRM software is a tool that helps organizations manage interactions and relationships with customers. Community managers can use CRM software to track member engagement, communication history, and preferences.
Crowdsourcing #
Crowdsourcing is the practice of obtaining ideas, content, or services by soliciting contributions from a large group of people, typically online. Community managers can use crowdsourcing to gather feedback, generate ideas, and engage members in collaborative projects.
Data Visualization #
Data visualization is the graphical representation of data to help users understand complex information. Community managers can use data visualization tools to create charts, graphs, and dashboards that display community metrics and trends.
Discussion Forums #
Discussion forums are online platforms where users can post messages, ask questions, and engage in conversations with other community members. Community managers can use forums to facilitate discussions, share information, and build a sense of community.
Email Marketing #
Email marketing is the practice of sending targeted emails to a group of recipients to promote products, services, or events. Community managers can use email marketing tools to communicate with members, share updates, and drive engagement.
Engagement Metrics #
Engagement metrics are quantitative measurements that help community managers track user interactions, participation, and sentiment within an online community. Common engagement metrics include likes, comments, shares, and time spent on site.
Gamification #
Gamification is the use of game design elements and principles in non-game contexts to motivate and engage users. Community managers can use gamification techniques such as badges, points, and leaderboards to incentivize participation and reward behavior.
Knowledge Base #
A knowledge base is a centralized repository of information, resources, and documentation that provides answers to common questions and issues. Community managers can use a knowledge base to empower members, reduce support requests, and improve user self-service.
Mobile Apps #
Mobile apps are software applications designed to run on mobile devices such as smartphones and tablets. Community managers can use mobile apps to provide on-the-go access to community content, features, and notifications.
Monitoring Tools #
Monitoring tools are software applications that track and analyze online conversations, mentions, and trends related to a specific brand, topic, or community. Community managers can use monitoring tools to monitor sentiment, identify influencers, and respond to feedback.
Online Community Platform #
An online community platform is a software solution that enables organizations to create, manage, and grow online communities. Community managers can use online community platforms to host discussions, share content, and connect with members.
SEO (Search Engine Optimization) #
SEO is the practice of optimizing online content to improve its visibility and ranking in search engine results. Community managers can use SEO techniques such as keyword research, link building, and meta tags to attract organic traffic to their community.
Social Media Management #
Social media management is the process of creating, scheduling, analyzing, and engaging with content on social media platforms. Community managers can use social media management tools to monitor conversations, track performance, and interact with followers.
Surveys and Polls #
Surveys and polls are tools used to gather feedback, opinions, and preferences from community members. Community managers can use surveys and polls to collect data, identify trends, and make data-driven decisions.
User Generated Content (UGC) #
User-generated content is any content created and shared by users within an online community. Community managers can encourage UGC through contests, challenges, and prompts to increase engagement and foster a sense of community ownership.
Virtual Events #
Virtual events are online gatherings, conferences, or webinars that take place in a digital environment. Community managers can host virtual events to educate, connect, and engage members in real-time interactions and experiences.
Webinars #
Webinars are online seminars or presentations that allow participants to interact, ask questions, and learn from experts in a virtual setting. Community managers can host webinars to share knowledge, showcase products, and engage members in live discussions.
Workflow Automation #
Workflow automation is the process of using technology tools to automate and streamline tasks, processes, and workflows within an organization. Community managers can use workflow automation tools to improve efficiency, reduce errors, and enhance productivity.
Zendesk #
Zendesk is a customer service software that provides tools for ticketing, chat, knowledge base, and customer engagement. Community managers can use Zendesk to manage support requests, track conversations, and provide timely assistance to community members.
This glossary provides a comprehensive overview of technology tools for communit… #
By understanding and utilizing these terms, concepts, and acronyms, community managers can effectively leverage technology to build, engage, and support online communities.