Now that you have created your strategy for a robust Super User Program, where does your community fit into the equation?
1. Establishing a Super User Program
User Role Configuration & Permissions
Use the Vanilla permissions to:
- Create custom roles for super users (this can be a single role, or if you have create levels of Super Users, could be Tier 1, Tier 2, etc.)
- Grant access to private categories or moderation tools
- Enable limited admin rights like post pinning, moving discussions, or moderating content
Gamification Setup
- Enable points, badges, and ranks that help you identify potential candidates, and once in the program, reward behaviors and engagement within this space
- Use customer badges to visually recognize tiers (e.g. bronze, silver, gold)
Private Spaces
- Create a private “Super User Lounge” cangetory with exclusive content, announcements, events, and direct staff access
- Use this space to onboard new members of the team with guides, templates, and expectations
Leaderboard Visibility
- Activate a leaderboard to highlight top contributors
- Consider tying placement on the leaderboard to a component of super user eligibility
2. Maintaining a Super User Program
Discussion Tagging & Category Use
- Set up tags for super user content (e.g., “SU Answered”, “Tips from Power Users”) to make their posts easy to find
- Create dedicated categories for super user contriburions, like best practices or feature feedback
Reactions & Helpful Marks
- Enable “Helpful” and “Like” reactions to surface super user answers
- Promote posts with the most “Helpful” marks to Knowledge Base articles or pinned threads
Analytics & Reporting
- Use Vanilla’s out of the box reports, but be sure to create some custom dashboards to track:
- Super user post counts
- Number of accepted answers (Super Users vs Community Members vs Staff)
- Engagement in private areas
- Monitor who is rising in activity and may be ready for a new tier
Events & Announcements
- Use the Events feature to invite super users to private briefings, feedback sesssions, or peer roundtables
- Post Announcements in their private category for consistent communication
3. Growing a Super User Program
Promotions & Recognition
- Feature super users on the community homepage using a custom widget
- Use the Badges plugin to assign visible recognitions to their profiles and celebrate tier promotions
Workflows
- Decide on cadence (on-going, monthly, quarterly, semi-annually, annually) for inviting top contributors to apply for super-user states
- Create badges (and use an API for bulk awarding) to apply for updates based on activity thresholds
Integrate with Vanilla Success Framework
- Work with your CSM or set up a strategy meeting to align super user goals with community KPIs like self-service deflection, peer learning, and ambassador engagement
Let’s get building!
If you have any questions, please ask them on the community!