Toluna Resources

New Moderation Features

QuickCommunities offers a solution that enables users to build, create and recruit target consumers into a custom community experience for real-time discussions, events, and/or focus groups. It’s a qualitative solution that allows users to obtain deeper insights.

Recently, we released 3 new features that will help moderators connect and engage with participants more easily, and efficiently. Here’s what we’ve added:

  • Pin topics – This feature allows the moderator to “pin” a topic to the top of the discussion board, ensuring that all members see the most important topic first, each time. Moderators can pin multiple topics at a time.

pin topic

  • Tag member in discussion/chat with “@” – This feature allows the moderator to tag a specific member within the discussion.  Moderators can simply use the ‘@’ symbol before the member name to tag a member. This will ensure that the members are able to see their names on a more pronounced scale within the discussion.

tag member

  • Schedule topics This feature allows the moderator to configure a set date and time for which a topic will display to members within the community. Topics can be preconfigured based on the planned discussion and minimize efforts while the community is live.
    • In the event that moderators prefer a more bulletin-board style approach. Members will be exposed to incremental topics without the moderator being online, providing a more ‘hands free” approach to moderating the community.

schedule

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QuickCommunities Live Chat Moderation Functions

Previously, we showed you techniques to optimize your online community engagement pre-launch. In this post, we prepare you on how to use all the functions within the live community via QuickCommunities to engage with your audience in real-time.  Our agile solution includes the following:

Analyze and view your report dashboard by clicking the icon here, located at the top right of the live event.

quickcommunities moderation 1

To create a new topic, click the + button.

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Complete information on a new topic, and then click Create Topic

 quickcommunities moderation 4

Click the three dots to the right of a topic to edit, remove, pin, schedule or close. You can use the ‘close topic’ option to add all topics ahead of time, and unlock when you are ready for respondents to answer.

  • Pin topics – This feature allows the moderator to “pin” a topic to the top of the discussion board, ensuring that all members see the most important topic first, each time. Moderators can pin multiple topics at a time.
  • Schedule topics This feature allows the moderator to configure a set date and time for which a topic will display to members within the community. Topics can be preconfigured based on the planned discussion and minimize efforts while the community is live.
    • In the event that moderators prefer a more bulletin-board style approach. Members will be exposed to incremental topics without the moderator being online, providing a more ‘hands free” approach to moderating the community.

quickcommunities moderation 6

Tag member in discussion/chat with “@” – This feature allows the moderator to tag a specific member within the discussion.  Moderators can simply use the ‘@’ symbol before the member name to tag a member. This will ensure that the members are able to see their names on a more pronounced scale within the discussion.

tag member

The lock represents a closed topic.

quickcommunities moderation 2

Pin topics – This feature allows the moderator to “pin” a topic to the top of the discussion board, ensuring that all members see the most important topic first, each time. Moderators can pin multiple topics at a time.

pin topic

Schedule topics This feature allows the moderator to configure a set date and time for which a topic will display to members within the community. Topics can be preconfigured based on the planned discussion and minimize efforts while the community is live.

  • In the event that moderators prefer a more bulletin-board style approach. Members will be exposed to incremental topics without the moderator being online, providing a more ‘hands free” approach to moderating the community.

schedule

To get more information about a participant, hover over their username. To remove them, click on the 3 dots next to their username and then ‘remove user.’

quickcommunities moderation 5

To comment within a topic, add photo or video, type in this box:

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To like a response, click on the Thumbs Up icon. Use the Tag feature to organize responses. Only the moderator will see these. Click on the three dots next to a comment to remove the comment.

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One to one chat with a participant by double-clicking their username. A new window will open where you can chat with them privately.

quickcommunities moderation 11

You can address specific members within a topic chat by saying “@username”, however it will not notify them. It simply stands out in the chat and that user will have to come across your callout.

quickcommunities moderation 12

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5 Best Practices for Online Community Engagement

The most successful communities that offer the highest level of consumer insights are ones that are well planned and where members feel engaged throughout the life of the community. Engagement = Participation = Insight

Thinking about your community, these 5 best practices should be top of mind:

1. Make it Real: Creating a highly engaged community starts with realizing you are in a relationship – with each and every member of your community. Think about what makes a relationship work well: kindness, trust, open communication.

  • Break the Ice: Building trust and setting expectations start right at the beginning of the relationship – when you recruit community members, explain what they can expect by being part of your community and what you expect of them. To build trust, make sure you deliver on what you promise and be open and honest when you can, share your business challenges and how the research you are conducting will help.
  • When Adding Topics: Be kind by thinking about the topics or surveys you are asking them to complete. Would you ask your friends to participate in a discussion for 3 hours on the topic of paper clips?
  • Get Familiar: Finally, recognize that a relationship where you don’t really know the person very well, will require more effort to build that relationship -so blind communities where the sponsor is an unknown is going to be hard to ‘engage’ than a5 branded community. Think “would you like to join a beverage community” vs “would you like to join the Coke community?”. When possible, brand your community so members know their contributions are having an impact in the world.

2. Content is King: Content throughout the community needs to be considered and interesting. Be conversational in everything you present to members – whether it’s a discussion topic, a survey invite, or a survey question. Remember, you are in a relationship.

  • The proof is in the wording: The topics for your discussions need to be interesting and catchy. How can you reword to draw in your members to participate in the topic?
  • Be present: if your community is branded, there is nothing better than having the Brand Manager participate by personally asking members to probe on specific topics.
  • Surveys that add value: For surveys, provide thoughtful surveys that are well crafted and an appropriate length. Ask your friend, father, sister to do your survey, do it yourself! If they hate it or you hate it, so will your community members.

3. Just Right Timing: The frequency of activities, and when you launch activities is important. Too many discussions or surveys will over-burden the participants and they will quit. Too few and they will forget about the community. As a rule of thumb, about 1-2 activities per week is “just right.” Research also shows that a regular cadence is optimal) we are creatures of habit!) so posting new topics or launching new surveys on the same day each week helps members know what to expect. The early part of the week is the best time if possible.

4. The Right Incentive: For QuickCommunities, we’ve built in the incentives for you. Members will receive Toluna points for participating in community discussions and answering surveys. We’ve assumed your QuickCommunity will include an interesting topic, a reasonable length of time for your discussions and light participation. Should your community require extensive participation (e.g. several times a day over several days) and/or be on a ‘less interesting’ topic, then incentives may need to increase.

5. Maximize Platform Features: The Toluna QuickCommunities platform is easy to use and offers excellent qualitative features. Get practice and a demo in before you launch so that you are familiar and ready to use the great moderation features. For tips on moderation and engagement, consult these posts:

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13 Ways to Create the Most Engaging Topics

Have an online community, discussion group, forum, or bulletin board project? Whether you are the moderator, client, observer, or all of the above, these quick tips below will optimize engagement and fluidity of your online community topics, especially when using QuickCommunities.  

1. Mix it up: Avoid repetition, ask different questions, add videos and photos to the topics, and in your responses.

2. Break it up: Instead of asking multiple part questions, create multiple topics

3. Use conversational language: Talk to these participants like you are talking to new acquaintances. They are going to be your new friends for the duration of the event. Be casual but not too casual. Don’t use big words or market research language.

4. Keep topic descriptions short/avoid long text: Participants don’t need long explanations within a topic, nor do they want to read a long explanation.

5. Include instruction: Be specific as possible.

6. Avoid yes/no questions, or questions that garner one-word answers. Instead of “how many fruits do you eat in a day” ask “Which fruits are consumed most often in your home, and by whom?”

7. Have the last topic each day be instructional. For example create a topic called “Day 2 Info – Come back tomorrow for 5 more topics. Remember you earn more each time you answer a topic.”

8. Insert surveys: It’s another tool for you to gather more information, and on the flipside, it’s a fun activity for the participant.

9. Number each topic as they are added. It makes it easier for the participant to follow in an orderly fashion, as well as keep track of participation for both the moderator and participant.

10. Post multiple topics over a longer period of time: If you have 6 topics on Monday, then post 1 topic every 10 minutes to keep participants for a longer timeframe.

11. Allow topics to be “biased”. In QuickCommunities, there is an option to create topics and launch them as biased or unbiased. Biased allows participants to see others answering the topics in real time. Unbiased will only show other participants once that particular participant answers first.  Not everyone likes to the be first to talk in a group, so allowing participants to see others participating, will encourage the more shy ones to open up.

12. Start General: Start the discussion topics more general and move onto more conceptual, deeper, and specific topics as the community progresses.

13. Schedule all topics ahead: Take advantage of the “close topic” lock button by adding all your topics ahead of time and “closing” them. This allows participants to see what topics are coming up and think about their answers ahead of time, as well as setting expectations to overall participation for the duration of the day, or the entire event. You can close and reopen topics as you please.

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10 Best Practices When Moderating Online Communities

Have an online community, discussion group, forum, or bulletin board that you are moderating? Below are some quick tips that will help you to optimize engagement and enhance your moderating abilities, especially when using QuickCommunities.

1. PREPLAN: Pre-plan or create a calendar/draft of questions, surveys, touch points, topics that you want to have answered. It’ll make it easier on you when it comes time to post topics. Touchpoints can include invitation emails, welcome posts, and reminder emails. Below is an example of an Engagement Calendar:

moderating 1

2. Be clear: Fill the virtual distance with clarity. Specify the duration for the community, reward logic, and make sure the last topic of each day introduces the tasks for the coming events. Keep topic descriptions short, explain exactly what participants need to do.

3. Introduce yourself: Answer the topic questions yourself. Introduce yourself, share details about yourself.

4. Use conversational language: Talk to these participants like you are talking to new acquaintances. They are going to be your new friends for the duration of the event. Be casual but not too casual. Don’t use big words or market research language.

5. Give thanks: Like each comment made using the “thumb” button, and also thank each participant within the first few topics. Use their username. Think about how special you might feel when a higher-up in your company calls you out on a great job you did, or a teacher in elementary school who gave you a gold star. That’s how these members feel when you recognize them. A simple thank you goes a long way. Acknowledgment is key.

6. Be present and respond to participants and recognize certain users for their efforts on the first day: Remember you are not a silent observer. If you want your community to be lively and insightful, you should be present on a regular basis. Let username1 know that he/she made a good point and that you’ve never thought of that before, or how that one point is going to change the way you see your brand. Interact with the whole group and one-to-one.

7. Remove fluff comments: Prepare for some random off-topic comments to keep the flow of the conversation focused.

8. Add media: Adding images, video, thumbs, and surveys into topic are a great way to mix it up and keep it interesting for the participant.

9. Ask for feedback: How are we doing? What do you like about these topics? What do you enjoy most about this event? What have you learned?

10. Announce new topics within topics: When a new topic opens, the moderator
should also announce it in the previous Topic.

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QuickCommunities Pre-Launch Engagement Part 3: Screener Questions

There are many ways you can engage members from the get-go, and part of that is in your setup. By reading Parts 12 and 3, you’ll have set up your QuickCommunity to maximize your engagement potential.

Here is the video version:

When a participant first enters a live event, it’s an entirely new concept to them. This is where you come in and make it feel like home. When on the Invite page of the Target portion of your QuickCommunity, you have the option to create Screener Questions which we highly recommend you use.

qc 1

The screener survey serves two purposes in QuickCommunities. First, it is an additional recruiting tool to ensure you have the right participants, allowing you to ‘screen out’ anyone who does not fit the criteria you are looking for. Second, these questions offer a way to warm up participants before they enter the event.

Below are suggested flows for your screener survey that will help maximize engagement and orientation potential.

First, enter any screening questions you may have (as many as you want), meaning questions that are designed to terminate respondents you DO NOT wish to have in your community. Get these out of the way first so that only QUALIFIED respondents will be oriented and warmed up and excited to join your community. In this example community, we are talking about food and beverage, and only want those who actually shop for food in the house to be in the community. So I’m going to set up a screener question to screen out those who have not shopped for food or beverages in the past 2 months. If you do not have any actual screener questions that you would like to include (for example, if your QuickCommunity event is for the general population), skip this part and go onto the next suggestion.

qc 2

Now those who are qualified will go on to get the orientation portion. Next, we suggest you create the first page after your screener with Rich Text so that you can go over the general description of the community, incentives, expectations and more. If you don’t know the exact incentives, then just say something like “you’ll be granted a ton of points for participating” or something to this effect.

qc 3

Thirdly, we then recommend the next 1-3 pages to be general topic warm-up questions. These questions are designed to create an environment where the participant thinks they are taking one of those fun online quizzes where you find out what vegetable you most identify with because if the participant is having fun at this stage, they’ll have even more fun and be more receptive to the live event. There are no wrong or right answers.  These WILL NOT SCREEN anyone out. BONUS: You get even more information and data from these questions that you can use in your analysis.

In this event about food and beverages, ask questions like these

On the absolute last page of your screener, add another Rich Text Element page that again reinstates the details of the event. Tell the participant exactly what will happen. Tell them how long the community will be, a general amount of topics, and if they need to come back. The more direct and clear, the better.

qc 6

Once you are finished with your questionnaire, click on the Preview button just to make sure everything looks okay. If it’s all set, then proceed to the next page so that you can approve and launch.

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QuickCommunities Pre-Launch Engagement Part 2: First Topics

There are many ways you can engage members from the get-go, and part of that is in your setup. By reading Parts 1, 2, and 3, you’ll have set up your QuickCommunity to maximize your engagement potential.

You can read this post or watch the video below:

When a participant first enters a live event, it’s an entirely new concept to them. This is where you come in and make it feel like home. When on the Create page of the Build portion of your QuickCommunity, you are asked to set up the first topic a participant will see when they enter the event. This is an opportunity to give them some direction and set the tone with your words.

build page

Use the first topic to welcome, orient, and excite the participant. Once the event is officially launched, you’ll have access to create unlimited topics within your community, so don’t worry about getting to your main questions just yet. Create a story line with your topics. Below are some suggested first topics:

The first is a Welcome Post:

welcome topic

Once you have launched the event, we suggest you go into this topic and explain to the participants how the event will proceed. Be as specific as possible so that respondents know what to expect. It is recommended that you close the topic so that respondents can always “view” and reference this first topic anytime they’d like.

Need help with the wording? Our client services team can help you set up a welcome post that lets the participants know exactly how much they are earning, which days (if any) that they particularly need to be in the community, or how often they need to come back to participate.

welcome topic closed

The second example for the first topic is using this as an orientation topic. You can call this “introductions”.

intro

This introduction is an ice-breaker, to get the participants to feel comfortable to respond, get a feel for the room, and also get know the other participants. As a moderator, you should also respond to this question so that participants become familiar with you

intro 2

Stick to these types of introductory topics, and your participants will be very happy and willing to engage.

Continue on in the series to Part 3 where you can further orient participants through Screener questions.

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QuickCommunities Pre-Launch Engagement Part 1: Setup Optimization

There are many ways you can engage members from the get-go, and part of that is in your setup. By reading Parts 1, 2, and 3 you’ll have set up your QuickCommunity to maximize your engagement potential.

You can read the post below, or watch this video:

When on the Invite page of the Build portion of your QuickCommunity, you can create an atmosphere that is inviting, colorful, and enticing with customization elements. When a participant first enters a live event, it’s an entirely new concept to them. This is where you come in and make it feel like home.

The Community Name and Description set the tone of the community, it serves as a constant and is what participants will look for each day they enter. Give the brand name, a unique name or something fun and memorable that has to do with the topic of your event.

1

The Header / Logo / and Theme color give the Event a more homey feel. Pictures are worth a thousand words. Upload a banner and logo that are relevant to your topic. For this example, we uploaded a food banner and a food logo. This further provides context for the participants.

2

You wouldn’t go to a garden party in a red vampire room. Color is a powerful engagement tool that excites the participants, reveals identity and sets the tone of the event. If you are a brand, we recommend you stay consistent to your brand colors by adding the hex code.

3

Scroll down and you’ll see that you can add a Panelist sentiment. We recommend that you turn these on. Participants enjoy using these “sentiment” smile icons to add character to their answers (bonus you get this in your data).

4

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Create Digital Communities in Minutes with Toluna QuickCommunities

Create Branded Digital Communities in Minutes

Toluna QuickCommunities™ is a revolutionary DIY platform enabling you to create a highly-engaging, branded, web-based community in just minutes, then recruit your precisely targeted audience from the global Toluna community (or from any survey) — all in real-time. Collect rich, real-time, cost-effective qualitative and quantitative insight on an ongoing basis with just the click of a button, by sending surveys, presenting topics for discussion, and viewing results — all within a single platform.

1. Build a web-based community portal with Toluna’s intuitive wizard that provides an array of customization options to ensure compliance with a company’s brand guidelines.

2. Target and Launch by inviting precisely targeted community members directly from Toluna’s global consumer panel, selecting from more than 200 demographic and behavioral profiles – and then launch the community and invite members with a single click.

3. Engage directly with community members in real-time with discussion topics, integrated surveys and managed incentive programs to garner the insights you need.

Reporting for QuickCommunities is available in real-time through Toluna’s sophisticated data visualization and analytics tool, TolunaAnalyticsTM.

Where can I access this?

From the QuickSurveys homepage, click on Create Community

1

Fill out the information on the Create Your Community page.

2

Click Done and move onto the Invite page where you can select your Target audience. Follow this blog on how to select your audience.

3

Create your Screening Questions. Consult our Best Practices Guide for more info. These are not required for your community but are very helpful for orienting participants.

4

Click Checkout when screener questions are complete.

5Preview your community via the Checkout Page and make Edits if you need to. From this screen you can also change the start/end dates as well as times.

6

Once done, click Approve & Launch!

Here’s a video showing you exactly how to do this as well:

Stay tuned for future tips and tricks to make the most out of your QuickCommunity. For now, request the Best Practices Guide from a sales representative or email our support.

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