8天在线UED团队官方博客

如何运营一个新上线的论坛?

众所周知,因为老板的一句话,7月底ued团队为公司内部做了一个论坛“8天社区”,我们定位、设计、开发出来了,没人用总不行吧?作为一个设计,在这里想分享一下对社区运营的理解,本文结合了大街网的运营副总监-韩先生的总结,写了这篇文章。

 

我们要做的两件大事:内容运营,用户运营。

社区内容运营

首先,做产品前需要确定它的定位和用户群,这样在设计和之后的推广才不会慢慢走偏。

8天社区定位
8天员工内部交流问答吐槽社区,有问题上8天社区。
目的:
促进部门间的员工互动交流。
困难:
员工在工作之余、遇到问题,主动登录8天社区看看。
在目的明确、产品开发完成后,我们首先在产品研发部进行了测试推广(之前只有余总和4个ued成员知道这事)。
目标群体确定,社区主题内容便已板上钉钉,我先把社区内容运营的流程法则设定如下:
内容自运作-内容自生成-优质资源挖掘-打造社区气质-确立社区品牌

内容自运作:上线前后的运营手段,属于社区产品装修阶段。上线之前,产品是个空壳,我们不能把一个空壳产品放在线上推广,“八月秋高风怒号,卷我屋上三重茅”,太寒酸了,拿不出手,还浪费推广资源。所以需要社区编辑灌些内容上去。社区编辑灌内容的手段多样,招募兼职、水军灌贴,自灌,或在测试阶段邀请一批达人,亦或“厚颜”采集…。初始内容有了,社区编辑要将部分文章帖子推荐至各个导航页面。社区编辑在灌水阶段,社区管理员要把社区规章制度形诸于文:积分策略、等级策略、用户组策略、管理组策略、社区帮助文档等等,不一而足。上线后,社区推广人员开始上台舞蹈:各种推广方法并用,花钱的、花力气的,总之使社区让“天下寒士”耳熟为第一要义。这时候社区编辑也没有喘气,得搜肠刮肚写软文。总之,这一阶段,全是点横竖撇捺钩的事情。有人看到这里嗤之以鼻:些许小事,何足挂齿!靠,不信你来试试…

内容自生成:这一阶段是最悲催的阶段,好多社区止步于此或醉卧沙场。这也是见证运营人员功力的阶段。社区推广人员将流量引进,社区编辑和社区管理员要使出浑身解数留住用户,让用户回眸,这是其一!其二,用户屡次来袭,但只浏览帖子而没有顶贴发帖等动作其实毫无意义。所以,社区工作人员中,社区编辑要自编辑整合各种优质帖子:写各种颇具争议的文章,做专题,做文档等;社区活动策划人员要别出心裁,栽柳成荫,想出好点子,做好线上或线下活动,比如版主召集活动、征稿活动、娱乐活动等等;社区管理员要充分研究用户行为,实时优化社区制度,力争让用户留下片言只语,如打卡签到、做社区任务等等。

挖掘优质资源:这一阶段的前置条件是UGC运营已十分成功。优质资源分两大部分:优质内容和优质用户。先说优质内容:具有讨论价值且切合社区气质的主题便为优质内容。其次具有实用价值的主题为次优质内容,如各种干货、文档之类。最后,优质内容切记过长,毕竟用户不是看贴,而是扫描帖子。这时候社区编辑要做的工作为:寻找优质的内容贴,并善加利用,利用置顶、推荐至首页或频道页、加精华、标红等各种方法,将帖子推广到离用户最近的地方。这一阶段,优质内容必须有量的要求。如何获得大批量优质内容,是社区活动策划人员必修课。社区管理员这一阶段也要再次优化积分体系,任务体系等社区制度。再说优质用户,也称为社区核心用户。社区分两类,一类基于主题,一类基于关系。优质用户发现集中于基于主题类社区。优质用户提现在行为上也有两个评判标准:善于写和善于带动氛围。原创基于社区网站来说,其意义至关重要,不仅仅提现在SEO上,大量原创内容资源对于增加用户粘性更是功高盖主。所以写手很重要。社区编辑们要和这些写手建立起深厚的关系。善于带动氛围的人往往思维活跃,不仅仅喜欢在线上顶贴发帖,在线下也是社区活动的积极推动者。无氛围的社区不叫社区,叫门户。所以这些善于带动氛围的人是各大版块版主的最佳人选。

打造社区气质:优质内容和优质用户都有了,这时候运营人员首先要确定社区宏观内容主题基调的确定了:是做高端内容还是低端内容,是做评论性内容还是做知识分享性内容,是主打原创帖还是主打整合贴等等。确定了内容基调之后,其实社区就有了内容建设的方向,这时候社区编辑就可以运用各种手法整合包装优质内容,比如专题策划,内容盘点等等!这个时候,社区气质已经凸显出来。但是还需要深化社区气质:用户价值诉求!说白了就是给用户的第一感觉。比如知乎,基于话题的高质量问答社区,豆瓣,带有文艺范的书评版块,虾米,高品质音乐分享发现。社区气质主要体现在三个方面:文字内容、视觉装潢和营销推广物料。站内文字内容是需要社区编辑去引导,视觉装潢可以靠社区改版完成,营销推广物料需要加大创意力度,适当头脑风暴一下,在文案和展现手法上下足功夫。

确立社区品牌:社区运营环环相扣,终于到了社区品牌确定阶段,其实如果前面的各种事项都完成之后,到社区品牌的确定已水到渠成。这个时候,你的社区可能已经在同类产品中名列前茅,很多创业者或平台类产品已经开始关注你了。这个时候需要做的就是设置竞争壁垒。品牌是一个最难逾越的竞争壁垒。所以这个阶段需要加大品牌营销力度,让壁垒更坚固一些,让对手无缝可寻。确立社区品牌还有一个工作要做的就是产品功能的提升,不断基于用户需求增加新的功能点,完善既有功能。比如增加移动APP,桌面应用程序等。如鞭牛士的牛博士排版工具,手机派代等,不断延长产品线,最终走向社区商业化的道路上。

其二,用户运营

其实在内容运营阶段,用户运营已经糅合其中。所以在这里简要表述一下:基于用户心理变化的行为变化。伴随着心理上的变化,逛社区的人通常会遵循如下行为:

随便看看-注册-顶贴-创贴

这四个行为变化是转化率不断降低的过程,如何优化各个阶段的转化率、如何提高用户注册量,如何保持用户活跃度是运营人员必须做足的功课。

用户被广告或者口碑带入社区,一般会先在社区逛逛,在逛的过程中,心理上会有一些变化,比如:这个社区不错,内容挺适合我的;喔,原来张三也在这里发帖了;咦,这篇帖子写的很对我脾气;唉,没啥原创内容,走人….。这个阶段留下了一部分人,走了一部分人。留下的人中又有部分人注册了社区。在这部分人中,其实心理预期千奇百怪,有的可能是发现你的社区氛围不错,有广告价值,所以发个推广软文;有的人发现这个社区的文章很有价值,引起了共鸣,必须要讨论一下,所以注册,进入顶贴阶段。在顶贴阶段,注册会员往往有个疲劳期,如果会员发的评论全无反弹响应,其实会降低会员积极性,所以运营人员应该要设置一个社区沟通大使的职务,伪装个马甲去和会员线上互动。你顶贴,我顶你,最终都好好活着!过了一段时间,经常顶贴的人又按捺不住当次角了,要当主角,人都是这样思进取的。所以就直接原创帖子了,让别人顶我的贴,于是,一枚优质用户又被收至麾下!

所以说,社区用户运营要在运营过程中不断揣摩用户心思,在满足用户需求的基础上适当引导用户向社区气质靠拢。

总结
一个好的产品并不是做出来就完事了,还要运营的好,这是一门大学问。现在咱们社区开始了第二波推广,员工注册数达到了196人,现在的运营推广全靠UED的3个设计师,当然还有品牌中心和人事的大力支持,现在的社区还未真正活跃起来,前途堪忧,每次在思考要不要就此放手、让它烟消云散的时候又觉得不甘,总想到新的推广点子去实践。
第一次做线上运营,碰了不少灰,途中又学到很多,其实现在缺的就是人力,不管之后给谁去维护社区,相信能做好!

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