How do you improve the level of peer to peer support on your community?

Hi Darran,

First of all make sure that all the information that is needed for others to help answer questions is available on the community and is easy to find.

What I found effective in letting (super)users use that information to help others, was by treating them as customer service employees when it comes to informing them on product/service changes, campaigns etc. By informing them a couple of days before general communication, the super users feel privileged and are more motivated to use that "(until recently) exclusive information" for answering questions on the community. You can share these "exclusive" information updates in your closed off super user category.

Thanks @Hugo very useful insight. We are already starting to support our superusers, highlighting some topics they might like to help out with and giving them a bit of a steer on what to reply with.

Giving them the heads up a few days before any big launches etc is a good shout although tricky as things seem to happen at the last minute quite a lot!

Thanks again.

Darran

Working on a superuser area for the forum now, planning to start seeding updates to our top users, getting their feedback on new initiatives etc. Also a place for us to educate some users with how things work in a bit more detail, so they will hopefully feel more empowered to help.

I will keep you posted.

Darran

Sounds great Darran!