To help you build and foster a successful community.
Hey Vanilla friends 👋 We have some exciting news to share! In the next couple of weeks, we’ll be opening up parts of the Higher Logic Vanilla Community to people who are not currently HL Vanilla customers. This is a new step for our community, and one we’re taking with a lot of intention. By welcoming additional…
You ask the computer for something simple. “Tea. Earl Grey. Hot.” And instead of a perfectly reasonable cup of tea, you get… a lukewarm smoothie in a soup bowl with a garnish of CSS errors. That is sometimes what it feels like to ask AI for “a quick widget.” You might give it what sounds like an easy request: “Make me a…
You know that beautiful community moment when someone asks a question, another member swoops in with the perfect answer, everyone breathes a sigh of relief, and the whole thing feels wrapped up with a neat little bow? Amazing. Beautiful. We love to see it. But then what happens? Too often, that helpful answer drifts…
Hey Vanilla friends 👋 In case you missed it, we recently hosted a session on how AI is Changing the Way Community Teams Work. Check out the recording below! For most community teams, AI tools like ChatGPT and Claude have become a regular part of the workflow, but they've always had a fundamental limitation: they have no…
Hey Vanilla friends 🤗 It is officially Summer, and that means sunshine, heat, and hopefully vacations (at least in the Northern Hemisphere)!! Let's take a look at what's been happening in the Success Community this month: 🍦Vanilla Updates Welcoming additional Community-Minded Voices to the HL Vanilla Community! Important…
After completing the Community Strategy Fundamentals module in the Community Manager Academy, take a moment to respond to the following questions: 1. What was your biggest insight from this module? What changed the way you think about community strategy? 2. Which worksheet or activity had the greatest impact on your…
Never Miss What Matters: Personalize Your Community Experience with Following One of the greatest strengths of a thriving customer community is the wealth of knowledge being shared every day. New discussions, product updates, feature ideas, best practices, customer success stories, and expert advice are constantly being…
Hi Community! The Blackbaud Community hosts a quarterly Partner Spotlight Series webinar featuring partner solutions in 10-13 minute speed demos. The Spotlight Series is a valuable way for our members to discover and learn more about these partner solutions. As the catalog of sessions grew, so did the need for a more…
In an earlier Tip Tuesday post, I gave tips for getting started with testing in your community. You can read the full post here. One of the hardest parts of A/B testing isn't running the test... often it's coming up with variants to test in the first place. Writing multiple versions of a banner headline or your CTAs can…
Hi all! I am planning a series of in person events for our community and I would love your feedback on any event elements you've experienced that stood out to you. Our events always include networking, training, and content, but we love to include fun & creative elements for people to connect with as well. In the past,…
Hi all, We're looking for a way to add a service account "comment" to a post that: Appears/sends after a Question has had no response after X amount of time Only displays for the original poster OR displays for everyone, but does not make the question "answered" I know we can set up an automation rule to send an email, but…
Hello, I want to create a new role that would provide our Support team members access to see our Community user list and their roles. This would let our support team troubleshoot when a user says they aren't able to log in, and confirm that deactivated platform users have been moved to our Former Member role in the…
Hi, I'm trying to create the Participation Rate graph as a bar or line graph so we can easily compare week over week, month over month, but I can't seem to crack it. Has anyone else done this already?
Hi everyone! I remember seeing posts from the Vanilla team sharing anonymized, aggregated data from across customer communities — the kind of thing you could use to benchmark your own metrics against peers in different industries. I can't seem to track them down now. Does anyone know where they live, or whether they're…
Hello! Looking to create specific page layouts for our different types of post (feedback, questions, etc.). Is this possible?
Is there currently a way to export a list of badge recipients or badge data from Community? We’re exploring ways to track badge distribution and recognition activity, and I wanted to check if there’s an existing export feature or recommended workaround. Thank you!
Begging of Your Thoughts Post - Incoming 🙏 How are you planning, and tracking your Community Content and Engagement? Do you build a calendar doc, Trello Board, JIRA Epics, Microsoft Planner? Are you planning future content posts and tracking engagement in separate tools? Have you designed some super impressive Vanilla…
Can someone clarify the best way to simply dismiss posts that end up in the "Reports" queue? This post was flagged because of spam automation, but it is live on our community. Last time this happened, I believe I clicked "approve" but then a duplicate of the post was posted to our site. I assume if I click "reject," it…
I am trying to create a report where I can see who is posting by role and a second report of who is answering (commenting) by role? How do I do this? Scott
Hey folks 👋 I’m trying to find a good way to measure something similar to resolution rate in our community. Basically: of all questions asked, how many do we actually solve? The goal is to better understand how helpful our support is (and ideally an indication for user satisfaction too). I know there’s the Accepted Answer…
AI search is changing how people discover answers online, and community content is increasingly part of the source material AI systems rely on. For community teams, that creates a new visibility challenge: how do you make trusted discussions, accepted answers, and real-world expertise easier for AI systems to find,…
Join our AI Study Group for Community Managers. At each session we'll discuss what group members are experimenting with and learning, how we're using AI in our communities, and help one another problem solve. The group meets monthly, and is open to any community professionals interested in the topic of AI. Hosted by our…
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Hey Vanilla friends 👋 Spring has been slow arriving here in Canada this year (and very rainy), but the flowers are finally starting to bloom 🌸 Let's take a look at what's been happening in the Success Community this month: 🍦 Vanilla Updates 🎉 Introducing the Higher Logic Vanilla MCP! A New Support Communication Channel!…
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