What do you do if community members are excluded from digital platforms?

When making a decision to exclude community members from a digital platform, the following needs to be considered: ✔Did the company have a terms and conditions policy in place. ✔Is the community member due a refund? Was there in violation of the terms and conditions? If there was no policy in place when the member joined, what is the best resolution to resolve. Is removal the best option? There should be a clear standard for community removal such as nonpayment or violation of terms.

Letter-writing campaigns offer a platform for collective action, fostering solidarity among community members and allies who share a common goal of digital inclusion. By rallying individuals to lend their voices to the cause, these campaigns amplify the breadth and depth of community concerns, sending a powerful message to decision-makers that the issue cannot be ignored. Whether through handwritten letters, email petitions, or social media campaigns, each contribution adds weight to the collective call for change, reinforcing the urgency of addressing digital exclusion.

The platform that an organization chooses to host its community should be in alignment with the company's goals and the overall experience they want their community members to have. At a minimum, the community platform should have features such as the ability to collect payments, send payment reminders, update payment methods, and remove a member for non-payment, onboarding function and offboarding function. The features the community platform has should be in alignment with the psychographics and demographic of the customer they want to serve. I would steer clear away from one-size fits all platforms as it can be problematic for members if they have to many options to navigate inside of the community platform.

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Every organization that works in B2B SasS should have an onboarding process. The purpose of the onboarding process is to prove a welcome experience for new members that is personalized experience. Automatic emails are fine, but organizations need to go above and beyond by assigning a community manager to members for personal questions. Joining a new platform can be overwhelming. Even if the organization has a community education section or tutorials it could become too overwhelming. I have witnessed members cancel their membership within the first 60 days and when a free trial is offered due to poop nurturing. The onboarding process is crucial. This is your first impression to create a loyal raving fan!

I don't recommend creating a wide range of content iterations. Instead, I recommend understanding who your organization serves and the best fit person for your organization. When we focus on creating various options of content, we run the risk of creating a one-size fit all community. Remember the goal a community is to focus on a specific group. Think about those who are focused on football. That is one community. So, you wouldn't want to create a membership that is focused on football players and dancers. When a platform is clear on who they serve they are able to develop KPIs that they can rely on for community growth. The content vehicle will depend on the platform functionality and what the members want. Always poll your community.