Last post asked if you’ve Got Forums?” and suggested that you get one. This post elaborates a bit more on the why, and points you to the where.

Again, forums are a vital component of Web 2.0, allowing customers to communicate not only with you, but also with each other.

One thing not touched on previously - yet key - is how invaluable forums can be for product enhancement and business excellence. They’re like a virtual suggestion box.

Obviously, you don’t want to launch a product that is inferior, but as we all know, the best laid product plans can never anticipate every single user experience or situation.

Like, well, duty free shops, anyone? Man. Tough week.

With proper moderation, forums allow anyone to say whatever they want about your business. And remember: absolutely let in the legitimately bad feedback with the legitimately good. In other words, don’t think of forums as a threat, think of them as an advantage - free, ongoing focus groups for your small business!

Forums also allow user communication without exhchanging or revealing private information such as email addresses or phone numbers. In this scary era of indentity theft, this is becoming an ever more attractive way for those online to talk to each other.

Speaking of communication, more is what the world needs, not less, and it’s encouraging to see that the first and hopefully the final cease-fire is now in effect.

Want some more positive news with an international flair? Check out this Business 2.0 story on Web 2.0 around the world. Nothing like a little international inspiration (competition?!?) to fuel your efforts, eh?

Back on topic, let me emphasize that forums also ensure better customer service. Your business plan did devote ink to the customer service and support budget, right? Of course it did, which is why you also recognize how valuable forums are to this effort.

Users can post questions to your forums 24 hours a day - and get answers from fellow users 24 hours a day. Serves your customers + saves you time + saves you money = everybody wins.

As with anything Web 2.0, there are standard software packages available for forums. Some are free, some are slightly less so, but the ones mentioned seem most popular with forum administrators and managers. While not intended as an endorsement of any particular software over any other, this will hopefully make it a little easier for you to decide which forum software meets your needs:

1. IPB: Inivision Power Board offers forum hosting and claims a client list that includes AMD, NASA, Sony and Yahoo!, but don’t be intimidated. With forum hosting starting at just $10/month, and a free demo account, smart forum shoppers check out IPB before making any decisions.

2. PHPBB: Not only is this the forum software behind the one and only Grow My Business Forums, it is also the software behind one of my all time favorite consumer forums, Scion Life. After buying a Scion in ‘’04, this forum became my #1 go-to resource for any info about this brand. Still is! That, my friends, is a powerful forum testimonial. Oh yeah, also it’s free.

3. SMF: Simple Machines Forum, spun off from yaBB (#5 in our alphabetical list). Lots of design options, very stable and great support. Also includes wireless access, as well as calendaring and customizable user polls. Like PHPBB, SMF is free, free, free.

4. vBulletin: $85 to lease a license for a year; $160 to own the license forever. More expensive than free, but one user endorses thusly: “I set it up and online in about 15 minutes!” That is pretty much exactly what many small business owners want and need to hear. Price includes some of the most robust features available. Powers the Ad Sense Chat Forum, too.

5. yaBB: This open source software begat SMF. Easy-to-use, secure and lots of customization options. Plus, it retails for the low, low price of free, and the site includes a number of testimonials from very satisfied customers.

That help? I hope so, and you better get hustling, because next post we’re moving from forums to perhaps the most talked about business application of Web 2.0. I speak, of course, of…wait for it…wait for it…blogs.

Until then, get thee to the Grow My Business Forums and discuss, discuss, discuss all things small business already!

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