Tag: website engagement

Are You Getting The Best Value Out Of Your Engagement Tools?

If you’ve invested in an audience engagement solution, you’re probably well aware of how important the data you collect from the platform will be for the future performance of your business. Insights into how your existing users engage with content and the community built around it allows you to optimise your strategy. An optimised content strategy means you’ll produce more content that should drive additional users to convert into loyal subscribers.

Making those strategic decisions requires the right platform so that you can collect those insights. You need a solution that helps you collect first-party data and analyse on-site user behaviour. With that data in hand, you can effectively maximise the 3Rs:

  1. Registrations
  2. Retention
  3. Revenue

So how do you ensure you’re getting the best value out of your engagement tools? Our latest infographic offers a helpful visual guide on what you need from your platform and how it can help achieve your overarching business goals.

The right audience engagement platform should provide strategic recommendations that you can use to help grow the nature of your business. The technology should help you answer the questions of how to grow registrations, retain existing users, and increase revenue as the end benefit for all of your hard work.

Your team should find daily value from their audience engagement platform. They should not only know how to use the platform, but they should also understand why there’s so much value to be gained from these solutions. You’ll know the platform is a success if your team:

  • Feels motivated to use the platform every day
  • Increases productivity across the entire spectrum of your business
  • Understands how each of the core features helps solve the underlying business needs
  • Has the desire to collaborate with other departments and gain the deepest understanding of user intent and behavioural insights

If answers to any of these questions are anything short of yes, it might be time to ask yourself a much harder question: do you have the right audience engagement solution? Remember that audience engagement is the first step towards monetisation and greater revenue for your business. Without a platform that can help you gain the necessary insights to make effective revenue-driven decisions, you will likely struggle to achieve those aspirational growth targets.

Best Practices From A Data-Driven Audience Engagement Manager

Audience engagement managers have become a core component of publishing teams in newsrooms across the country. An audience engagement manager’s primary purpose is to manage how the audience evolves from casual readers to engaged members of the community.

To do that, they need the right audience engagement solution to moderate how people flow through the customer journey across your website. You want a platform that will encourage conversations to occur about your content so that people form an attachment to your brand and your community.

Brand attachment and affinity breeds customer loyalty. As an audience engagement manager, customer loyalty is one of the most important KPIs to measure the effectiveness of your strategy. Using the right audience engagement platform, you can leverage detailed audience profiles built upon first-party data insights to create the types of personalised content experiences that will help build that customer loyalty.

Know your target conversion rates

The aim of most publications is to increase the number of subscribers who willfully choose to consume and interact with your content. These companies use metrics like paywall stop rates to measure how many unique visitors are choosing to go beyond the paywall and become subscribers. A metre stop rate of 5 to 7 percent should be the target to measure effectiveness; if you’re performing above that threshold, you have a very active and engaged audience.

As the audience engagement manager, you also want to segment the types of people who are hitting your paywalls into different tiers of users. Start by creating segments for the one-time and passive visitors, which are people who interact with one to five pieces of content over the course of a month’s timeline.

Then there are the active users who regularly consume your content, perhaps on a daily basis. According to The Shorenstein Centre on Media, Politics and Public Policy, a subsidiary of the Harvard Kennedy School research centre, approximately 9 percent of your users can be classified as active or regular readers of your content.

With those benchmarks in hand, an audience engagement manager can formulate strategies for how to meet or exceed those targets.

Identify the needs and interests of key demographics

As an audience engagement manager, you need to create content and communication strategies that speak the same language of your target audience. To do that, you need to develop deeper insights into what topics get their attention, how they’re likely to interact with different pieces of content and, perhaps most importantly, what is least likely to earn their attention and engagement.

One of the best ways to monitor that engagement is to use the right on-site metrics. As an audience engagement manager, you can use first-party data like page views, on-site engagement actions, time spent on pages, overall retention rates, and more insights to build rich audience profiles.

Those profiles will tell you more about what your readers are most interested in when interacting with content on your website. Using those insights, you can develop personal engagement tactics to grow the size of your audience base and guide more people to become those highly valued active consumers of your content.

What to look for in an audience engagement platform

So what is the type of solution best suited to help you create effective audience engagement strategies that help drive higher subscriptions and fuel growth for the business? Above all else, you need to know that the platform you integrate into your site can help you achieve your goals for the business.

Remember that sustainable audience growth is based on engagement and the valuable exchange of moments you have with your community. A beneficial audience engagement platform should help you acquire predictive analytics and data-driven insights to make logical decisions with your content, which will further enhance the value of your website experience.

Focus on how to drive up customer loyalty

For example, a strong audience engagement platform will improve engagement across your website. It can potentially increase conversion rates up to 25 times above existing site conversion rates.

Higher engagement and conversion rates is an excellent indicator of user lifetime value, which is indicative of strong customer loyalty among your users. Graham Media Inc. was one media company that sought to achieve this exact objective and, thanks to their partnership with Viafoura, they were able to boost user lifetime value by over 150 percent.

Final takeaways

Above all else, any audience engagement solution you implement should be provided by experts that can function as partners to your business rather than simple vendors. Your partner should be proactive by providing you with strategic recommendations on how best to gain those valuable insights from the platform. Once you have that first-party data on hand, you can focus on how to implement the takeaways and optimise your content to help drive direct impact on your business.

By leaning on insights gleaned from these platforms, audience engagement managers can spend more time on the big picture. You can focus more time coaching the rest of your publication team on how best to use these insights and improve engagement with audiences across all digital channels.

The Only Guide To Comment Moderation You Will Ever Need

A quick search of the Internet will show you a plethora of guides on using comment moderation features provided by popular social media platforms such as Facebook and Twitter. It comes as no surprise; the liberty of free speech is abused quite often on the web, where trolls and toxic individuals can hide behind the relative anonymity of their usernames. And at the scale on which some platforms operate, it’s impossible to have enough mods to catch and handle every single offensive comment or inappropriate post that gets left on their pages.  

Comment moderation tools offer a relatively hassle-free way to keep your brand’s web platform a safe and inclusive space for everyone. Viafoura includes comment moderation functionality within our software suite, and we’re a big fan of using them to supplement your efforts to regulate and moderate the type of conversations and content that gets shared on your platform.

But successfully performing comment moderation takes more than just leaving it to the algorithm; any digital media brand that’s looking to develop the right kind of community around their content needs to understand the principles behind the act. This post aims to cover the essentials of comment moderation and how you can use them as the basis for your own approach to comment moderation on your website.

The importance of comment moderation

Comment moderation requires so much time and attention because failing to have proper measures in place can expose your community to profanity, abuse, spam, and other unsavoury elements. Not only does this harm your overall image as a brand, but it also discourages prospective audience members and first-time visitors from coming back. Every brand’s responsibility is to ensure that their community is healthy and free from this kind of toxicity, and comment moderation is just one of the methods that make it possible.

But note that the aim of comment moderation isn’t to suppress individual opinions or views that are critical or against your brand’s interests. There’s a fine line between moderation and censorship. Doing it for the right reasons is essential to ensuring your digital media brand nurtures a positive relationship with its audience. Focus on creating an environment that facilitates healthy discussion and respectful exchanges.

comment moderation importance

Tips towards impactful comment moderation

We mentioned earlier that if you’re looking to implement comment moderation on your platform, it isn’t enough to just rely on comment moderation tools. You need to form a cohesive strategy and comment moderation policy that aligns with your brand’s values. Here are some steps that you can take to get some ideas on a practical approach to comment moderation.

Plan for uncivil content with your comment moderation policy

Get your team together to predict possible responses to your content that might seem likely based on prevalent ideas and ongoing discussion about your topic. For example, if you cover a story on a political topic, expect supporters of the opposition to push their own beliefs and agenda. If your moderation team knows what to expect, they’re better prepared to handle the possible situations that may arise.

Comment moderation on Facebook as well as Instagram comment moderation are both meant to align with their terms of service, showing audience members that they’re consistent with their values. This can be a good starting place when looking to flesh out your comment moderation policy, since shaping your t comment moderation policy around your community guidelines also makes it easier for their audience to understand why your moderators take action against certain types of post and content.

Ensure your team knows your policy

Everyone on a ship needs to know how to sail, and everyone on your team involved in moderation and platform usage needs to know your comment moderation policy like the back of their hand.

Consider preparing a document with keywords or names that may indicate problematic topics that require extra attention. Take the time to go over the specifics, reasons, and practices of your comment moderation policy with anyone involved in the process, especially your moderators.

This will ensure that their actions and judgement remain consistent with your approach and the policy that you’ve put forward for your audience.

Enforce the comment moderation policy when necessary

Once you have the guidelines for comment moderation in place, you’ll need to prepare to enforce them. It’s not enough to put up the rules and expect that everyone will follow them; you’ll need to actively remove posts or edit them to align with your policies.

Remember that comment moderation should only be performed to steer the discussion towards safer spaces and remove outright harmful or toxic content that doesn’t serve much purpose. But you also shouldn’t be afraid to ban users outright when necessary; it’ll be much more beneficial for your customer acquisition and retention in the long run.

Still, depending on the scale of your platform, this can require a lot of manpower, which can be expensive and is based on the assumption that you can afford to hire the number of moderators needed.

comment moderation enforcement

Communicate and take breaks when necessary

Using communication software like Slack or Google Hangouts is a great way to keep your moderation team in touch and create a space where they can get support and depend on each other during busy times.

Your moderators can get clarification on topics they’re unsure about, and they can also feel more comfortable taking breaks knowing that the rest of the team can handle things in their absence.

These aspects of comment moderation are very important to keeping your team feeling empowered and supported, and it can help them work much more effectively to keep your comments free of any problems.

Conclusion

Comment moderation is an essential part of managing relations with your existing audience. It allows digital media brands to exert control over the type of content and discussion on their platform. But while comment moderation can easily be left to an automated system, it takes a structured, intentional approach to ensure that it functions successfully. Viafoura’s suite of tools is designed to promote community engagement and comes with comment moderation features that can easily be integrated and customized to suit your platform’s needs. Get in touch with us to schedule a demo and see how we can help you build a safe space for your community today!

How to Properly Target, Develop and Maintain Your Digital Audience

The concept of a digital audience and digital audience management has only really come about in the past decade or so in the marketing field. This fact speaks volumes about how different the general views on web-based branding and engagement were back then. But it’s pretty clear that nowadays, the widespread success of digital audience targeting is plenty of reason to use it as a standard for all digital media brands.

But while it’s easy to understand that engaging with a digital audience is the smart thing to do, it’s not nearly as easy to know how to go about it. Today, stats and metrics dominate how we typically measure success, and it’s easy for digital media brands to forget that clicks and views aren’t as crucial to the big picture as digital audience retention. 

Thankfully, Viafoura takes a structured approach to digital audience targeting and development, one that we’re happy to share here for any readers interested in learning how to go about it the right way. 

What exactly is digital audience development?

For those who are a bit behind on things or are just looking to understand why it pays to maintain a digital audience, it’s best to start from the beginning – specifically, the objectives of maintaining a digital audience.

Establishing relationships

We’re long past the times where all organizations and brands were simply expected to deliver a product or service, with everything else being at their discretion. Customers today aren’t enticed by just getting a good price or exactly what they asked for. Instead, digital media brands should build relationships with their digital audience to create connections and have them value your efforts.

digital audience relationships

Getting more customers

Of course, this is still a big part of marketing and brand development; but the idea is that it isn’t the bottom line. Expanding your digital audience is something that will naturally happen over time as you build connections with your customers and engage with them beyond a source of information or a service provider; effectively, you’re taking out two birds with one stone. Be it through referrals, added value in your content, or using digital audience targeting to appeal to new, unexplored demographics, new customers can discover your brand and convert to paying members of your online community.

Building customer loyalty

It’s not enough to simply secure a customer for the moment. Continued success is built on digital media brands’ efforts to engage with their audience and encourage them to return for more. It’s essential to keep finding ways to turn first-time arrivals into repeat visitors since this forms the backbone of your community. More often than not, satisfied customers will bring their friends and family to you, which makes it even more important to secure the loyalty of your audience.

The difference between digital audience development and marketing

The first step to understanding the right approach to digital audience development is understanding its differences from marketing. Granted, there are some definite similarities between the two concepts, but some significant differences also need to be noted.

Marketing focuses on showcasing the full value proposition of your product or service. Print ads, commercials, billboards, and more connect customers with a specific need with a product that satisfies it. But developing an audience is more humanistic; it goes over what your audience likes about your service, what they want to see more of, how they use your services, and so on. Digital audience development actually shares a lot of its sensibilities with customer retention, which also employs marketing tactics to pull in and retain an audience.

So does this mean that you should prioritize one over the other? Not exactly. Digital audience development and marketing naturally promote each other; digital audience measurement and development often use marketing strategies, and digital marketing is often vital to building brand loyalty. Both are important to a brand’s overall success and should be equally utilized as a part of a digital media brand’s overall strategy.

It is worth considering that marketing tends to be more expensive compared to digital audience development. Since marketing works on creating ads and paying for advertising space, these costs are similar to traditional methods and can add up to a significant amount. On the other hand, digital audience measurement and development costs are much more frugal, often offering venues that are free to implement within your plan. And since digital audience development focuses on customer relations and your audience bringing in more first-time visitors in touch with your brand, your returns on investment are much more long-term. Viafoura’s tools are designed to do precisely that; provide long-term value and form a community that propagates itself after enough time and investment.

Most digital media brands have already implemented a combination of these strategies within their environments, but hopefully, these financial benefits convince those still wary of the returns on digital marketing development more of a reason to divert more resources towards it.

The key factors in digital audience development

Digital audience development has no formula, but it is based upon some concepts that can be considered key principles in developing your digital audience. They’re well known as the 4 C’s of successful audience development, and they apply at a digital level just as well. Take these factors into account when developing your strategy, and you’ll see significant success in bringing in members to form a community around your digital media brand.

Collaboration

Audiences respond positively to a brand’s efforts to interact and partner with organizations or causes they support. Because of this, collaboration is a crucial aspect of digital audience development that all digital media brands should be open to implementing. Collaboration offers opportunities for new members to find your brand and expands your audience over time. Collaboration doesn’t need to be at an organizational level either; interacting with your audience and sharing and highlighting their stories and experiences are also ways to collaborate with your readers to promote your brand.

Connection

Retaining an audience boils down to how much of a connection they have to your brand. If your audience agrees with your practices, supports the opinions you promote and sympathizes with the content you present, you’re building strong connections that last well past their initial visit to your platform. But this also means you’re expected to keep an ear to the ground and pay attention to what your audience thinks about your brand. Ignoring their opinions and value as individuals is a quick way to lose their interest and loyalty.

Caring

Newer generations of consumers are increasingly distrustful of advertisements and marketing strategies. As a result, the best approach to convincing them to give your digital media brand a shot is candid honesty. Make your communications, policies, and decisions transparent, and convey as clearly as possible what your intentions are. Promoting healthy discussion, entertaining critique, and taking your audience’s opinions into account is key here. This promotes trust, and digital audience development is much more successful when your audience members trust their brands.

Community

This is our personal favourite C, not just because we promote online community development and management through our software suite. Following the previous 3 C’s will naturally allow your audience to come together around a digital media brand. When this happens, it’s up to the brand to provide the space and tools needed for healthy discourse to occur. And it doesn’t need to stop there! As the brand, your opinions and actions carry enormous sway within your audience. Therefore, a key aspect of digital audience development is taking part in the conversation. If you mingle with your audience, it humanizes your brand and reinforces their connection towards you and your content.

digital audience

Takeaway

Digital audience development has always held the same concepts at its core – it’s just the times and the methodology that have changed over the years. Digital media brands are expected to remember their audience’s human aspect and look past the numbers when looking to promote goodwill and loyalty towards their content and image. By following the steps within this article, any brand can achieve huge success in bringing in and retaining an audience. 

Viafoura strives to assist digital media brands with developing and maintaining a robust digital audience. Our suite of software tools is specifically designed to promote and retain audience viewership and attention through providing tools for community development. To learn more about what we do, contact us to schedule a demo and start building your online community today.

How to Generate News Article Ideas

Digital media brands and web publishers are keenly aware of the importance of new articles, especially feature stories. These content pieces draw in and hook an audience; they inform, entertain, provoke, and stimulate readers to elicit responses. Viafoura provides a fantastic array of software options that allow those readers to share and discuss their thoughts, which leads to community development and brand investment. But without an interesting, appealing flow of content, your audience is unlikely to stick around long enough for any of that.

The solution is simple; continuously generate fresh new content that everybody will love, of course!

 But let’s get real – it’s not nearly as simple as it sounds. Writer’s block is very real, and you might struggle to find the right kind of material to cover despite your best efforts. But don’t worry – if you’re looking for ways to get news article ideas, we’ve compiled a list of helpful strategies and approaches you can use to find the right topics for your platform and audience.

Focus on local issues and incidents

If you’re looking to start from the basics, going local is one of the best ways to get compelling news article ideas for your pages. The biggest benefit of this approach is that you’re living in the middle of what’s happening. You or your team may have come across a story waiting to be told just by going about your day. Or you might end up hearing an interesting tidbit from your social circle that could make for a great feature story idea. And often, many outlets usually skip over local news for being too niche or small scale. But there will always be an audience for the small stuff, which means you’re the digital media brand they turn to for more.

Look up what's trending

Social media has its ups and downs, and one of its big ups is that it’s got its heart on the pulse of what’s hot right now. Looking up trending terms can be like following a trail of breadcrumbs to your next big news article idea. You’ll eventually come across a big event, an impactful announcement, or something else that’s getting a lot of buzz, which will give you a good idea of where your brand should focus and what your take should be. 

Turn to pop culture

Tried and true, pop culture gossip and coverage have always been a staple for reliable views and attention. From shocking headlines to entirely false information about which big celebrity did what to who, they’re compelling enough that most readers will at least stop to take a look if only to see how much they believe it. Of course, your digital media brand could take a much more professional approach towards these topics when gathering news article ideas. Still, it stands that the appeal for this type of content is undeniable, and you can always choose to focus on smaller yet relevant niches such as music or book releases for feature article ideas.

Dive into self-help

These types of articles and columns are a surprisingly effective source of news article ideas, especially when building a group of returning readers and audience members. Many readers find these kinds of articles uplifting, form connections with their own needs, or are sometimes just curious about the issues that others might be facing. Self-help articles can range from how-to-do-x style, step-by-step manuals to weekly columns where a qualified responder selects and answers a reader’s question. As long as you’re tactful and write with the intent to help, you’ll find a lot of success in coming up with news article ideas with this approach.

Cover international angles

Most members of your audience would love to hear about far-off lands and stories on different cultures or lifestyles. That’s why international stories make for fantastic news article ideas; you get to introduce a little exotic flavour in the content they read, which is a great way to get people talking, discussing, and sharing their own experiences in your community space. Of course, using international stories for news article ideas does require you to sponsor your writers for some globetrotting, which may or may not be within your means – but we’d highly recommend giving it a shot!

Turn to science

Technology and science is wild, and it’s getting wilder by the decade. There’s always some new discovery or research that’s making waves in the scientific community, but that doesn’t mean your average reader can’t appreciate the magnitude of what’s happened. Providing a layman’s breakdown on a scientific or technological topic while also going over what exactly that means for us as a community is a great way to bridge the gap while giving you some great news article ideas.

Read the news

Yes, that’s right – oftentimes, the best way to cover a topic is to find out what’s being covered! Even if you’re not the first one to use it as a news article idea, you can choose to write updated or follow-up stories based on the topic, which can let you provide additional insight or follow up on a topic competing media brands might not remember to follow. While it probably won’t be the primary source of all your news article ideas, it can still be a great way to supplement them.

Conclusion

And there you have, some varied yet effective strategies for overcoming writers’ block and generating some interesting news article ideas for your platform. Remember that while content is the backbone of what drives your audience’s interest, it’s the experience and journey they go through with your brand that ultimately gets them coming back for more. Viafoura’s software suite can provide you with everything you need to elevate your digital media brand to the next level, so don’t hesitate; contact us today to schedule a demo and see how we can support your content efforts.

The Ins and Outs of Event Blogging

While we always have good things to say about blogging, it’s hard to ignore that several subtypes come with their own territory when it comes to building an audience and keeping them coming back for more. Even among these, event blogging tends to be an outlier that gets overlooked by many digital media brands, even though it has the potential to pull huge audience numbers if done correctly. Event blogging also serves as a great way to introduce your digital media brand to newcomers. It entices them to check out your other content and hopefully find more reasons to stick around.

The good news is that event blogging isn’t that different from regular blogging. It’s incredibly accessible and easy to start doing on your platform, and Viafoura’s suite of community engagement tools is excellent for supporting your event blogging efforts. So let’s go over some event blogging tips and how you can start implementing them on your website.

What is event blogging?

Digital media brands are no strangers to blogging, but event blogging may not necessarily be on their radar. In a world where generating stable, consistent views and retaining an audience for as long as possible is ideal, event blogging may not seem like the most effective strategy at first glance. But the fact is that in some ways, event blogging relies on consistency even more than other blogging methods. 

As the name suggests, event blogging focuses on covering seasonal topics focused around specific events occurring near a particular time or date. For example, a big concert tour in town, an upcoming awards show, or a convention that’s set to reveal some new technological innovation; all of these are potential subjects for an event blog. The idea is to cover live happenings as the event rolls around, but news and updates in the weeks leading up to the event can also be a focus. Readers that are interested in that event become part of your audience and contribute to the success of your blog and web platform. 

How event blogging benefits your brand

Apart from the obvious statistical uptick in views, audience, and potential revenue, there are quite a few reasons why you might want to start event blogging.

For one, event blogging is considerably easier to start up and get running. Since you’re focusing on events that will already be on people’s radars, your blog needs to provide the right information and details to attract a rush of interested audience members. You start an event blog anywhere from a few weeks to a few days before the event and still benefit from it.

Event blogging also puts your digital media brand on the radar as a source for exciting news and coverage. Many first-time visitors tend to find new sources of information and news through event blogging, so having one can bridge the gap between your brand and potential community members who just haven’t stumbled upon your website in the vast expanses of the internet.

Now it might be obvious that there’s a potential flaw with event blogging – it’s all well and good to focus on events for your blog material, but what about the space in between happenings? Sometimes, there just isn’t much going on at all, and the fact is that event blogs are best used to supplement an existing blogging niche.

You won’t be drawing in a huge amount of traffic or a loyal audience base just by event blogging. But on the flipside, event blogging can provide additional value for your blog to audience members and search engines. Combined with how simple it is to start up an event blog, it’s a great option for digital media brands that already have a respectable following to raise their appeal and draw in more of an audience.

Event blogging tips: Step by Step

Now that we’ve gone over the benefits of event blogging, you may have been convinced to start your own. Here are some great event blogging tips and a general outline of how you can go about putting together an event blog.

Choose an event

This may be obvious, but you need an event for event blogging. But choosing the right type of event is just as important as adding blog content for it. You’ll find more success finding an event that’s related in some way to your original niche. For example, if you produce sports content on your web platform, you may want to find a big game or tournament that’s coming up and cover that. 

Start early

While you can launch your blog just days before the event and still find success, setting it up for success can take weeks or even months of planning, depending on the scale of the event. You’ll need to figure out a schedule and monitor the official event source for any news or updates on a regular basis to be on top of your own coverage. If you’re willing to put the time and manpower behind it, you can start event blogging very early, especially if the organizers are doing a great job marketing it and producing lots of content for you to cover on your platform.

cover the right details

Focusing on just the facts isn’t the only way to cover an upcoming event; many readers, especially the younger generation, are just happy to be part of the experience and excitement. There’s plenty of content that you can generate on your own still related to the event. You might share some opinion pieces that speculate about the happenings, performances, or results of the event or compile a list of hotels or accommodations that attendees might consider if the event goes on for multiple days. This lets you deliver direct value through event blogging, and new audience members are likely to remember your platform positively as a good source of the overall information.

Update regularly

Try to keep your blog content fresh and flowing. The frequency of your posts will probably scale with how early you start event blogging; you don’t need to post every day if you start covering the event weeks in advance. The key is to avoid dead space between your posts and updates, as this is a great way to lose attention fast in both search engine algorithms and audience members. Your frequency is likely to peak just before the event or if you do live updates during the event proceedings.

Conclusion

Event blogging is an often overlooked way to supplement your web platform’s efforts to bring in and retain an audience for your web community. You’ll probably see some great results by following the event blogging tips in this article, but you should also remember that a brand experience is supported by effective tools that let your members communicate and share their opinions and responses. Viafoura’s suite of community management software is a perfect choice for generating more discourse on your event blog, so contact us today to schedule a demo and see how we can make your next event blogging venture a success!

Deep dive: What a digital customer experience should look like

Customer interactions with brands are increasingly being carried out in the digital space. As a result, the digital customer experience has become a major, if not the major, aspect of customers’ overall journey with digital media brands. In addition, with technology continuing to push the way we interact with each other online, content providers and media companies have also changed radically to accommodate their audience in the digital landscape. 

But catering to a digital audience isn’t as simple as “post content, get benefits”. Readers and subscribers are increasingly looking for added value from their interactions and looking for a holistic experience rather than just a great product or service. More than these, it’s the lasting impressions made on an audience that’s the key to having them come back time and again to your platform; the kind of impressions you can build through Viafoura.

In this article, we’ll go over why you need a digital customer experience strategy, what the key aspects of this experience look like, and how it’s essential to the growth of your digital media brand and its orbiting community.

Why bother with a digital customer experience strategy?

There are some essential facts about today’s online audience that highlight how important it is to tailor a digital customer experience around your brand. Consider the following:

From both a financial and audience retention standpoint, it’s clear that an elevated digital customer experience plays a huge role in the success of a digital media brand. If your customer doesn’t feel valued or feel that the unsatisfactory aspects of their interactions aren’t reasonably addressed, they’re more than ready to leave without looking back. As we head into an ever-growing digital era of interactions and commerce, taking the time to make sure your web platform supports a healthy digital customer service experience will be virtually mandatory to sustain audience interest.

Key insights into crafting a digital customer experience strategy

A digital customer experience strategy is usually tailored to the specific needs and circumstances of a brand, so we won’t be able to provide an assessment, nor the exact steps you need to take to improve your own customer experience on the web. But we can identify some critical components that form a solid foundation for good digital customer experience management. Making sure your strategy takes these into account will show results through increased engagement and satisfaction with your brand.

Prioritize convenience

Consumers aren’t switching channels because they want to ride the bandwagon; it’s because, above all, consumers value convenience and ease of use. As long as elements of your strategy take the hassle out of things and provide the most convenience, your audience will respond favourably. Making it easier to find content, share opinions, have discussions, and contact you are just a few ways your brand can provide convenience.

Pay attention to audience needs

Your audience is unlikely to be interested in all the content you offer, because everyone has their own tastes and preferences. Recognizing this and adjusting what you offer them is key to keeping them interested and engaged. Most digital customer experiences involve using gathered consumer data to make smart, automatic decisions about content recommendations. While external services and tools can do this for you, the best practice is to collect and analyze this data on your own and adjust your digital customer experience strategy accordingly.

Consider the audience's whole interaction

The digital customer experience starts when they arrive on your site and ends when they leave it on a web platform. Everything from how they log in, the content they read, and the tools they use to engage with the platform and each other, are part of the impression that’s made. It’s also important to consider any non-digital interactions since your audience will not differentiate between their online and offline experiences.

Empower mobile usage

A significant portion of your audience is highly likely to engage with your platform and content through mobile devices. In fact, consumers actively prefer to use multiple channels and methods to engage with brands, so it’s essential to make sure that your mobile digital customer experience is just as highly tuned as your desktop interactions. Ensure your platform has an alternative, mobile-friendly formatting and maximize how many features carry from desktop to mobile browsing.

Drive engagement

Since consumers are driven by the emotional impact and engagement they receive from a brand, supporting the ability to participate beyond simply reading your content is key to a successful digital customer experience strategy. Consider integrating the ability to comment, reply to posts, and like their favorite content to have your audience switch from passive to active interaction. These interactions are more likely to leave a lasting impression on your audience and, in turn, more likely to get them coming back for more.

Conclusion

Having a digital platform isn’t enough to keep your audience engaged with your brand; it’s important to consider the overall digital customer experience. Remember that an audience looks for convenience, consideration, responsiveness, and lasting impressions. Your audience will also respond well to active engagement, and one of the best ways of doing so is through online community engagement and management software. Viafoura offers you the tools you need to take your engagement to the next level – so if you want to build upon your digital customer experience, contact us to schedule a demo and learn more about how we can help you connect with your audience.

The Facebook Page Moderation Feature: What Makes it so Flawed?

As one of the biggest social media platforms out there, Facebook boasts a record number of global users — over 2.6 billion of them — and there’s no doubt that number has gone up since then. A huge number of users means a huge need for effective moderation, and Facebook has placed moderative control on its users through the use of the Page Moderation tool —  a feature that can be used by anyone to control the discussions, comments, and content posted on their platform. 

However, there are some key flaws related to the Facebook Page Moderation feature that make it unreliable in the long run and ultimately tie into the overall flaws with Facebook’s content moderation system as a whole. Read on to learn more about these issues and why you should consider alternative options like Viafoura for your moderation needs.

Limited ad control

The Facebook Page Moderation feature covers the basics when it comes to managing the comments and replies that are made on your page or posts. It allows you to block specific words, implement a profanity filter, block specific users from posting entirely, and more. However, there’s only so much you can do with these features, and there are many issues that remain unaddressed. 

For example, note that Facebook runs automated ads that are not filtered by the page moderation tool at all. You have zero control over the ads that are displayed on your page, and you also can’t run your own algorithms to better detect and remove unwanted content, meaning your settings aren’t stopping advertisers from presenting ads to your page viewers that you wouldn’t want associated with your page. 

Filters have workarounds

Filters and blocklists are a simple way to moderate content on your page, but they’re only effective until a determined spammer or troll finds a hole in your defenses. Once they’ve found a workaround that isn’t being restricted by the Facebook comment moderation tool, nothing is stopping them from spreading toxic content apart from Facebook’s innate algorithms, which are notorious for misfires and failing to restrict negative content. 

Another factor to consider is that while setting a filter and blocklist in Facebook works for text content, there is no way to moderate images and videos apart from deciding whether your visitors can post them or not. Visual content like shared pictures and videos are a huge part of engagement in social media, so restricting them can do more harm than good. But determined trolls and malicious users will often post images or videos containing their negative content that will fly right under the Facebook page moderation radar.

Facebook’s moderation algorithms need work

In a report published by Forbes, it was estimated that Facebook makes around 30,000 moderation mistakes per day. That number might not sound so big when compared to the number of users the social media platform has, but it’s still a huge margin of error when it comes to restricting the wrong user. There’s nothing more off-putting than getting flagged for a comment or reply that’s completely appropriate and relevant to the discussion, and Facebook as a platform still struggles to get this aspect of their moderation right.

As mentioned earlier, there’s no way to modify or customize the algorithms being used on Facebook, and you can’t run your own either. These factors, combined with the Facebook spam filter censoring safe comments and letting toxic ones through, means that it can be extremely difficult to drive lasting engagement through the social media platform alone.

Live moderation gets overwhelmed

Depending on individual needs, any user that seeks to moderate content on Facebook or otherwise will eventually realize that live moderators are still needed for more comprehensive content control. We’ve made amazing advances in our technology, but algorithms aren’t perfect. When some inappropriate content slips through the cracks, live moderators are the best way to make up for it.

While Facebook does employ live moderators, the sheer scale at which they operate means that it’s almost impossible for them to reliably cover all the bases. On top of all the regular censoring and removal of globally inappropriate material, there are local and cultural considerations that also require close review when moderating content, which can’t be done by algorithms and AI that simply blacklist Facebook users. This means that try as they might, Facebook’s live moderators are spread so thin that may never actually get to cleaning up toxicity off your page, which means you’ll have to do it yourself, using the limited functionality of the Facebook page moderation feature.

So what’s the solution?

Despite the many flaws of Facebook’s page moderation, it’s understandable why so many content producers and organizations rely on the platform. Like all social media platforms, Facebook does an amazing job at providing a space in which users can engage with one another. But what if you were to create that community space within your own platform?

Through the use of online community engagement and management software, content distributors can integrate the key elements of social media — the ability to comment, share, and discuss content with other users — as well as the functionality to effectively moderate and control the discourse around the platform. Once users start interacting within your own community space, you can fully control the algorithms used for moderation, activate and deactivate the features you want, and create a returning audience that contributes to the overall growth of your platform.

Viafoura provides robust community engagement and management software with several popular social media features that can be integrated right into your website. We also offer highly effective moderation services, from preset and customizable algorithms to live moderation services that focus on driving engagement while filtering out toxicity.

Learn more about our product suite by signing up for a demo, and start growing your online community today!

How to Host a Virtual Conference, Webinar or other Event

Most organizations are aware that making connections in person is a valuable aspect of growth and development. But in recent years, there’s been a major shift to fully digital conferences, meetings, and events, which has resulted in an influx of new social engagement and networking methods. As a result, it’s a good idea to understand the importance of virtual events like conferences and webinars, and how to successfully host one through your web platform.

Some businesses have had it harder than others when it comes to making the switch to digital and may be considering holding off on such events until large-scale in-person interactions are viable again. However, you can still take advantage of the positive aspects of conferences, webinars, and panels on an entirely virtual level while also enjoying additional benefits exclusive to this format.

If you’re unclear on how to host a virtual conference, don’t worry; this article will take you through the basics of how to host a virtual event as well as some virtual event best practices. Let’s get started by taking a look at some key concepts.

What Is a Virtual Event?

The majority of the North American population has likely become very familiar with virtual events in the past few years. These events are hosted digitally with content being streamed or shared in a communal setting, which allows people to participate in an event regardless of their location using their digital devices.

Depending on your goals, there might be different types of gatherings you can organize, from virtual webinars to discussion panels to live streams of performances or readings. That’s why the first thing you need to do is determine what kind of event you want to host according to your objectives. Remember that the focus of these gatherings is engaging with the audience like you would, for instance, with live blogging or informational streams.  

Virtual Event Checklist

When it comes to hosting virtual events, there are some practices you need to follow.

Determine the length of the event

In the past, public expectation was that conferences would last a whole day, which allowed all participants sufficient time to network and make connections. However, this doesn’t work with virtual webinars. Nowadays, people prefer to register for virtual events that last for a short amount of time, a maximum of 1-2 hours long. Of course, we understand that sometimes this might not be enough for your needs, but note that you can always organize a one-week virtual conference and have all the events spread throughout the week.

Creating an agenda

Just like an in-person event, you need a plan for virtual webinars. Often, panels and conferences are long and can last for several days. Having a proper agenda can allow attendees to choose which sessions they would like to attend. Remember, as a rule of thumb, when organizing an online conference, you should line up all the essential information at the beginning of the event. Then, to close up the entire event, schedule your most dynamic speaker

Rehearsal

If you are thinking about hosting a virtual webinar, a round or two of rehearsal is a must. In this regard, you can find software that allows you to have a practice room, where you can go over some points with speakers, test the quality of the video/audio, and make sure the slides and tools are working before all the attendees connect. In addition, there are some platforms where you can even record your practice sessions. Doing so can improve parts of your online presence to make it more engaging.

how to host a virtual conference

Internet connection

Having a solid internet connection is non-negotiable when hosting an online conference or event. Any disruptions in the quality of Internet connection can prompt many attendees to drop off. That’s why every event-hosting software offers you the chance to check all your levels. Remember that it is also crucial to make sure that your speakers and microphones provide high-quality audio.

Virtual Conference Best Practices: How To Host A Virtual Conference?

Organizing and hosting a virtual conference is not an easy task. We’ve put together a list of actions you can take to ensure your online event will go smoothly.

Choosing the right webinar software

Some of the best platforms you can find online for digital events include GoToWebinar, WebinarJam, BlueJeans Events, and even Zoom. To pick the perfect platform when learning how to host a virtual event, you need to look at the platform’s features. Remember to check the maximum number of attendees, engagement tools, analytics, and community chats and plan your schedule and budget accordingly. 

Presentation tools

Depending on the type of software you choose, there are different presentation tools you can use. For example, some of them allow you to present a pre-recorded presentation that way, and you can be more engaging with the audience through real-time conversations. Depending on the nature of your event and its intended purpose, some tools may be better than others. 

how to host a virtual conference

Picking topics and speakers

Like in-person conferences, choosing relevant, engaging topics is key to maintaining engagement throughout your event. Otherwise, your overall conversation might be spread across such a wide range of topics that attendees might find themselves confused, distracted, or unsure of what to take away from your presentations. Also note that selecting your speakers is also integral to the success of your event; try to have a panel that offers different perspectives about the subject. Three to five industry experts would be an ideal amount for most events.

Making a registration form

The best way to plan out your virtual webinar or conference is to create a registration form that tells you the information of the people who will attend. Here, you need to request details like their contact information, age, location, and gender. This form also allows you to share some things about the event, like the list of speakers, schedules, and social links, and also provides some useful data and statistics on your attendees.

Promotion

If you want to know how to host a virtual event, we can tell you that it involves more than just organizational skills. You will also need some marketing know-how to promote your virtual event, and you’ll need to use email marketing and social media to keep your audience posted well in advance. Keep in mind that the objective is not just getting the most number of registrants; what’s important is having the proper attendance ratio scaled for your event so things remain manageable.

how to host a virtual conference

Making your platform secure

Having a virtual event means you will be the host of a professional conference. That’s why it is vital to ensure that the platform is secure. To achieve this, you need to look for software that has authentication to protect the entire event. You’ll also need complete administrative control over the event, allowing you to moderate participants as necessary. Various online community management softwares offer these as functions in their software packages, so consider investing in one of them to better regulate your virtual webinar.

Conclusion

In summary, we hope we’ve convinced you that virtual webinars, conferences, and other similar events can be just as productive, profitable, and beneficial as traditional, in-person events. And note that while digital events provide a direct benefit, their effects are proportional to your investment and the effectiveness of your preparations. Consider implementing community engagement and management software to expand your web community and create a space where your brand can develop a dedicated following. Alongside well-planned virtual events, tools like these can help solidify your online presence and help your business grow across the web.

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