THE BOTTOM LINE

Defining a community

A user community is not just some administrator crawling through a support forum; it only provides value for customers if companies invest and make it more than an opinion graveyard. For a user community to actually help customers, it needs to be a segmented one-stop-shop for tutorials, discussion forums, user conference info, training, and related resources, but also connect users on a personal level beyond just the technical side of the product.