Selling Online #26 : Social Networking : Part 5 : Participation

Wow! It seems that my timing for the social networking focus for the last few months was timed perfectly! It seems you can’t open a newspaper or magazine or watch TV without someone mentioning FaceBook, MySpace, LinkedIn, or Twitter. 2008 seems to be gearing up as the year that social networking goes mainstream. Hopefully if you’ve been following along closely at home, you’re getting geared up to take advantage of this tsunami.

This month I’m going to focus on customer participation on your site, specifically Forums.

I’ve mentioned forums previously, but as a reminder, forums are sort of an online community centered around the discussion of various topics. If you don’t know what a forum is, check out www.advrider.com as a good illustration of a motorcycle-centric forum. You’ll notice that the forum (i.e. advrider.com) is composed of several topics (i.e. Ride reports and pics, pics, pics…) and those topics are then further divided into what are called discussion threads, or just threads for short, (i.e. Death Valley). A user (most forums require that a user be registered and issued a user id/handle) will start a thread with an initial post or question and then if it’s interesting enough more people will comment on it and it will then evolve into more of a discussion.

Then as more and more people post on it, you will notice them behaving in a manner they would never do offline (especially when some poor, unsuspecting soul started the thread by asking a question like: “What’s better for offroad touring, BMW or KTM?”). Insults will be hurled, intelligence will be belittled or at the very least questioned. Angry emoticons will sprout like toad-stools after a rainstorm and it will then typically devolve into an incoherent babble and/or what’s known as a flame war. In spite of this tendency of most on-line discussions to eventually succumb to misanthropic social entropy, forums are still one of the most useful and entertaining things on the Internet. Isn’t the web wonderful?

Now, as to having a forum on, or linked to, your site, the big question you need to ask yourself is, “does it make sense for me to do this?”

The biggest reason to do it is that it can provide a reason for people to come back and interact with your site on a regular basis and hopefully buy something every once and a while. That’s pretty obvious.

Some of the things you need to think about as to why you may not want to do it are as follows:

1) Would your forum provide a place for an online community to aggregate that does not already have a really popular place to do so? You know how when you go to a party and by you showing up you double the number of people in attendance? You know how that indicates that the party is most likely going to be really, really lame? Same thing with forums.

If there’s not a large active community posting and reading, it’s hard to get anyone to pay any attention to it. Classic chicken-and-egg problem. Unfortunately as it’s now 2008 and the Internet has been around a while, there’s typically already pretty good forums for just about every demographic. That’s not to say that they are good forums and that you could not produce a forum that could displace two or three of the more inferior ones, nor does it preclude the opportunity for you take advantage of an under-served niche (a quick glance at Google indicates a glaring absence of forums catering to scooter-trike riding, post-op transsexuals).

2) Administering a forum can be a lot of work, especially if it generates a lot of posts. You’ll have to moderate posts to remove inappropriate or illegal language, ban/punish trouble makers, do periodic maintenance of the topic/thread hierarchies and so on.

3) Probably the biggest reason to think about not running your own forum is that now that your forum is operating under more of a commercial umbrella, it’s possible that you may come under more scrutiny for what’s posted. Most forums out there are single entities that make their money off advertising. There’s nothing more there there than the forum. However, we’re talking about your forum being a part of your larger company.

For instance, a ticked-off customer could post a acerbic rant about how evil you are and how your service manager belongs in GitMo. Now if you leave that post on there, it’s possible that people will read it and cast a disparaging eye toward your business. But if you remove it and word gets out that you’re censoring (ignore for a moment that censorship and the first amendment only apply to governmental entities because the Internet take no pause for common sense with it gets a whiff of “censorship”) your forums that can result in a huge negative PR backlash and the demise of your forum’s vital future.

And don’t forget that you may be sued (regardless of the merit) by vendors that read a post on your forum by a customer that takes a spectacularly ill-informed stance on a particular product or service. Both of these types of issues typically are diffused if you post an intelligent, well-worded, and even-handed response instead of deleting the posts. If you are in the right, most of the more rational users will back you up and eventually the crazy person will relax or just go away. You can also protect yourself by having your lawyer help you draft a clearly worded terms of usage that spells out the limits of your liability.

While #3 may seem to be scaring you away or making the point that the forum is not worth the trouble or the risk, it should be noted that a lot of large e-commerce companies do indeed operate vital forums that contribute significantly to their sales.

A good example is the electronics supplier Parts Express (www.partsexpress.com). Here you have a company that sells parts to enthusiasts that are basically commodity parts that can be purchased anywhere that also runs a forum (www.pesupport.com/cgi-bin/config.pl) where people can talk about what they are doing with those products and ask technical questions that the forum community tries to answer together.

Sound familiar? Substitute electronics with motorcycles you should be able to see that e-commerce and forums can form a positive symbiotic relationship for your business if you do it right (as always, the devil is in the details)

So how do you do it? Like most things Internet-related you’ve got a lot of options.

You can go the route of using a hosted (or software-as-service) solution such as ProBoards or HyperBoards but as with most things 3rd party when it comes to running an online business, I’d recommend you run your own show.

So, if you are going to set-up and run your own forum; go free! There are several free (or pretty close to free) forum software packages out there.  Two of the best/well regarded forum packages are (in no particular order): vBulletin, phpBB. It’s a safe bet that the hosting company you are already using for your site actually provides one of these packages just waiting for you to turn it on configure it.

For a much more detailed information on pretty much all the forum software out there, check out the comprehensive forum comparison site ForumMatrix.

Now if all of this sounds like too much work, hassle, or risk, one option would be to think about acquiring a large  established forum that serves your demographic and roll it into your operations. The risk here is to do it with a close sensitivity to how the forum population will react if they see this as too much of a commercial usurpation of their community. For some reason forums see corporate involvement in their community as anathema to free expression.

A less severe step would be to become a major sponsor/benefactor or business partner to an established forum and in return get prominent links or product placements on the forum.

Stay tuned because next month I’m going to go into the big daddy of e-commerce related social tools, Product Reviews!

Tags:Column, DealerNews, dealerships, E-Commerce, ecommerce, forums, internet, motorcycle, powersports, selling-online, social-networking