Making the Most of User Feedback

Yay monster cupcakes!

This is the third and final part in a mini series of posts on using a community forum to exchange ideas with your users.

Part I: Why and when should I start my own community forum?
Part II: Setting up your forum: Top tips for using Get Satisfaction
Part III: Making the most of user feedback

In the first part, we looked at the right time and right way to get started with a community forum. As we picked Get Satisfaction as our platform of choice, I then outlined a few top tips for it. Today, we’re looking at what happens once you’ve successfully created a place for conversation and the users begin to trickle in.

If you thought that once the community existed, you could kick back and relax, think again! Now comes the best part: Finally interacting with your users. You’ll meet the most wonderful people, as well as the occasional user who seems to relish being your daily pain in the backside.

So how can you deal with vast amounts of feedback, good and bad, yet retain your sanity?

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Why and When Should I Start a Community Forum?

lovely cookies

A week ago, we launched a community forum for Alfred and I couldn’t be happier to have done so.

This series of post covers why we chose to start a forum, as well as some tips for setting up and running your own successful community forum.

Part I: Why and when should I start my own community forum?
Part II: Setting up your forum: Top tips for using Get Satisfaction
Part III: Making the most of user feedback

Don’t forget to sign up to the RSS feed if you don’t want to miss the rest of the series!

Why choose a forum

When we launched Alfred, our main means of support for users was Twitter. When we needed more than 140 characters, we’d swap over to email.

As our community grew, once we found ourselves with a few thousand users reading our tweets (gasp!), yet many asked the same question frequently (eg. Will you be adding x feature?) because they hadn’t seen the older answer to it.

Let’s face it: Twitter is today’s news but tomorrow’s virtual chip paper. It was time to look for a new way to provide answers. That isn’t to say we’ve entirely dropped email; on the contrary, we’re now able to focus email responses on those who really need one-on-one answers.

We chose a forum because it allowed us to answer publicly, leaving longer-lasting, more valuable answers which could be revisited the product evolved. So is a forum right for everyone?
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Oh hello there!

I'm VĂ©ro - a crafty, knitty, spinny gal who enjoys making (and drinking) a cocktail or three. If you've stumbled here, you might enjoy browsing some of my older posts with the tags over to the right or finding out more about me.

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