We are a marketing and technology services organization for higher education. We have an online user community that has around 2000 members representing both decision makers and end users of our products and services. I have a few questions about your user community strategy: 1. Who in your organization "owns" strategy for your community? 2. Do your staff get involved in discussions on the community or is it a pure user only discussion strategy? If you do not allow staff participation, how to you prevent clients sharing misinformation with each other (e.g. providing an incorrect answer to a question posed on the forum about a product). 3. How do you encourage increased interaction between clients on the community? We are seeing people post a question then not get an answer until sometimes several weeks later - I am sure this is discouraging. Any other feedback/advice you have on running a successful user community would be helpful.
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