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What are the goals and successful outcomes of a forum?


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Intelligence Officer

Intelligence Officer


We hosted a discussion on Forum Strategy and explored some answers to questions.

This one was: What are the goals and successful outcomes of a forum?

  • It’s an educational tool, increases knowledge for your members
  • Business gets deflection of what would be support tickets
  • It supplements a member’s journeys
  • Helps identify super users
  • Members get their questions answered
  • The business/community learns more about members
  • SEO authority from posts
  • More members feeling confident and able to help others
  • Brand awareness
  • People feel seen
  • Idea generation and quotes for articles
  • It leads to members doing other things

This is a wiki post, feel free to edit this list directly or add a comment

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Assistant Special Agent in Charge

Assistant Special Agent in Charge


A successful outcome depends on the type of forum.

I’ve joined many forums that are transactional based. I joined the UPS forum to try and find out why my package was delayed. Once I got an answer, I did not feel a need to return but I had a successful outcome in that I got the information I wanted and my faith in the UPS brand remained mostly positive.

Other forums take you on a journey but only for a short part of your life. When I was researched electric vehicles, I joined a few forums to chat to owners of different models, and when I settled on a Tesla, I joined a forum to discuss that car in more detail and what the delivery experience was like as well as get help with picking a home charger, etc. Now that I have the car, I do not need to contribute as much and I drop in less frequently but on the upside, I help others now I have some experience with the car, so the loop continues.

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