I was well into my career as a community builder before I realized the value of intentionally setting aside time to talk directly with members — by phone, Zoom, or even in person when possible.
It’s easy to get caught up in moderation queues, analytics, and content calendars. But some of the best community insights come from simple conversations.
Benefits to Community Managers
When you talk directly with members, you:
- uncover frustrations or ideas they may never post publicly
- better understand what motivates participation
- learn what members truly value most
- identify confusing processes or onboarding gaps
- hear the language members naturally use
These conversations also strengthen relationships in ways that forum interactions alone often can’t.
Benefits for Members
Members who feel personally connected are more likely to:
- return regularly
- participate in discussions
- contribute ideas and content
- attend events
- become advocates for your community
Regular member conversations will help humanize the community team. Members are reminded there are real people behind the platform who care about their experience and success.
When choosing members to connect with, aim for a diverse mix. Talk with both new and long-time members, active contributors and quieter participants, as well as customers from organizations of all sizes. Different perspectives will give you a more complete understanding of your community experience.
Analytics can tell you what members are doing. Conversations help you understand why.
Even a few conversations each month can lead to stronger relationships, better decisions, and a healthier community overall.
Have you tried this and what was the result?
