Topic
From Support Desk to Community: Where Deflection Ends and Engagement Starts
Deflection and engagement run through the same forum with opposite goals. Where the metrics split, what published cost data says, and what community teams inherit.
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Topic
Text Only Posts — Silent Posting and Text-Only Formats: Who They Reach and When They're Worth It
Low-production text formats are back in brand feeds. The audience is narrower than the hype suggests, and the economics only work with a testing discipline.