Help/FAQs

General Contacts / Connections Communities / Discussions Library / Resources

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General | Top

Q: What is my username/password?
A: Your username is the same as your email address. If you have forgotten your password you can request a new password by clicking the "Can't access your account" link on the login page, you will enter your email address and once submitted will get a link in the mail to reset your password. You can also change your password from your profile page.  If you have forgotten your login credentials or need assistance with your login information, click here.

Q: How do I update my contact information?
A: Your base demographic information is stored in HTG's ConnectWise database and must be maintained there. If you have changes that need to be made in your name, address, phone, email, etc.,from your profile page, click "Edit Contact Information." and submit those changes to the help desk. You could also send requests to portalhelp@htgmembers.com. They will update the ConnectWise record which will in turn flow to the Higher Logic Platform. Other items on your profile can be self-changed by pressing the Options/Edit button to the right of the Category. You can also import information to these areas from Linked In and add links to other social media sites you may belong to.

Q: How do I control what information is visible in My Profile?
A: Go to "My Profile”and click on the  “Privacy Settings” tab. This will let you control what information is visible to whom. After you’ve made changes, click the “Save” button at the bottom of the page.

Q: How do I add or remove members from my company?
A: The primary principal needs to make the request to HTG for adding new users or removing members for his/her company. This insures we have approval from the person responsible for adding (and removing) users and determining their role(s) as named in the HTG Membership Agreement. It also creates a direct path for communication if there are additional questions. It also trains people to interact with HTG.

To see who is currently a member of your company go to the menus and select Network > Companies and search for your company. Once you find it and drill down you will see a list of members that are currently provisioned from your company. To have someone removed simply send the request to portalhelp@htgmembers.com.

To Add a new member submit a request as follows:

The primary principal’s request needs to include four things for the new user:
1. Name
2. Title
3. Email address
4. Role(s) – Principal, Sales and/or Service. We need to be clear before making any assignment. All members are assigned to the Large Group HTG.ALL Members and their HTG.GroupXX ALL

The request can be sent to portalhelp@htgmembers.com or submitted through the HUB > HTG Support in the upper right corner of the home page. 

 

Understand that every user/contact is created in ConnectWise before populating Anchor and the HUB through Marketing Groups…of which there are many.

  


Contacts / Connections | Top

Q: How do I find other members?
A: Click the “Directory” link found in the blue navigation bar. The Directory lets you search for other members based on:
  • First and/or last name
  • Company/Institution name
  • Email address

Switch to the “Advanced Search” tab to increase your search to:

  • City
  • State
  • Country
  • Community
  • Education
Q: How do I add contacts to my contact list?
A: There are several ways to add contacts. When you perform a search in the Directory, you will see an “Add as contact” button to the right of each person in your search results. Just click this button to send a contact request. If you click through and view an individual’s profile, you can click the contact request link to the right of his or her profile picture.

Q: Why should I add contacts to my contact list?
A: Creating this virtual address book makes it easy to send your contacts messages through the community site to stay in touch, ask questions or even build a referral network. Additionally, when you view another member’s profile, you’ll be able to see any contacts you have in common. You can also choose to let your contacts view certain demographics in your profile that others can't.


Communities / Discussions | Top

Q: What are communities?
A: Communities allow you to participate in discussions and share resources with other members.

Q: What communities do I already belong to?
A: Go to “Communities” in the top blue navigation bar. Select “My Communities” to view the communities you’re currently a part of.

Q: What are the default subscription settings for users and how do I change them?
A: There are five subscription settings for discussions that include Real Time, Daily Digest, Legacy, No Emails and Unsubscribe. HUB users are

set to auto-subscribe using the Real Time subscription setting for their groups (HTG##), with the exception of ALL-Members, ALL-Principals, ALL-Sales and ALL-Service. These groups have large and broad members and are set to Daily Digest out of the box. You can decide whether to make this a Real Time subscription.

Q: How do I join/subscribe to a community and the affiliated Discussion Group?
A: Generally the communities you belong to will be assigned by the HTG Staff. Should your Facilitator/Community Admin create new communities such as microboards you will receive an invitation to join those communities. Once you accept the invitation and for all communities you belong to you can select a delivery option for posts (Real Time, Daily Digest, Legacy or No Email). You can review these email options by going to "My Subscriptions" under the "My Profile" menu.

Q: How do I participate in discussions using Outlook or mobile devices without logging in to The HUB?   
A: Our goal is to offer group discussions and individual communications that are secure, archived, centrally managed and easy to use. Part of making it easy is allowing discussions to occur outside The HUB. Each discussion group has a unique email address in the general form of htgpeergroups_htggroup##_role_ne@egroups.connectedcommunity.org. Yes, it looks long the first time, but you can add it as a contact and never have to type it again. You will use the address to start a discussion or simply reply to an existing discussion outside The HUB.
 

Note: One key thing is that users have to set their group discussion settings to Real Time (My Settings > Subscriptions > Real Time) to participate. "Daily Digest" is he default setting for auto-subscribing new members. You must change this.

 

Another key thing is that without being added as a HUB user (resulting from being a ConnectWise contact), no one will see the discussions in the resource libraries and have access to an Anchor file system. In other words, self-managing email groups outside of The HUB will cause users to have less than a full experience.

Q: How do I create a new community?
A: Only Facilitators/Community Admins can create new communities. Under "Communities" > "All Communities," there is a button called "Create New Community." This will open a "Manage Community" page that will prompt you to name the Community, set the viewing permissions, create an affiliated Resource Library and Discussion Group, and invite other users to join the Community.

Q: How can I control the frequency and format of emails I receive?
A: Under “My Profile” > “My Subscriptions,” there is an option for Text or HTML. By default, this is set to HTML, and we encourage you to leave it set to this if your email client can support it. However, if you are having problems viewing the HTML version or if it takes too long to open, please switch to the text version.

For each discussion, you have the following delivery options:

  • Real time: sends an email every time a new message is posted
  • Daily digest: sends one email to you each day, consolidating all of the posts from the previous day
  • Legacy: sends real-time text versions of the posts, which are compatible with Blackberries and most other handheld devices. This option also allows you to reply without logging into a web browser, but it does NOT allow you to include attachments with your post.
  • No Email: allows you to be part of the group without having emails sent to you. You can still post and read others’ messages by logging into the community site.
Q: How do I leave a community or unsubscribe from a discussion?
A: Go to “My Profile” > “My Subscriptions.” Here, you will see a list of available communities and those to which you’ve subscribed. Select “Unsubscribe” for the discussions you wish to leave and click the “Save” button at the bottom of the page. You will get a message confirming that your subscription options have been successfully updated. This can take several seconds if you change your settings for several groups at the same time.

Q: How do I respond to others’ posts?
A: For messages received with the Daily Digest Method - Click “Reply to Discussion” to send your message to the entire community or “Reply to Sender” to only send your message back to the sender; both links are located to the right of the post. We recommend replying to the sender for simple comments like “me, too” that add little value to the overall discussion; and replying to the entire community when you are sharing knowledge, experience or resources that others could benefit from.
If you are receiving emails in real-time, just hit reply to the email and it will post to the group.

Q: How do I start a new discussion thread?
A: Go to “Participate" > “Ask a question.” From an email (HTML version) for a particular discussion forum, you can use the “Post Message” link in the right navigation bar.
You can also send email from your local email client if you use the email address of your discussion group to send the post to. This is explained above in how to participate with Outlook.

Q: I’m having trouble viewing the HTML email messages. How do I fix this?
A: If images are not appearing, it is likely that your email client is set to suppress images. This should be something you can change in your security or viewing options. If you would rather receive text-based email, go to “My Profile” > “My Subscriptions” and select the “Text” format option near the top of the page. Be sure to hit “Save” at the bottom of the page once you’ve made this change.

Q: Why do I have to post messages and reply through the website?
A: *Note - This is only required if you are using the Daily Digest Method of receiving your discussion group postings. There are many upgraded features made possible because of the web interface:
  • When you send an attachment through this new system, it automatically places it in the Community’s library and sends a link to members.
  • Because it sends a link, you can share files up to 1GB in size and just about any file type.   
  • All posts and associated resources are automatically archived and easily searchable.
Q: Can I search for posts across all the communities?
A: Yes. Enter a keyword in the search bar. From the results page, you can filter on content type, date range or posted by. Click on "Advanced Search" for even more options.

Q: How do I see a listing of all of the posts to a specific Community?
A: Locate the community you are interested in viewing from the appropriate communities page. Click through the community's landing page, then click on the “Discussions” tab. If you see a post you’re interested in, click the subject line which will take you to the entire thread. “Show original message” at the bottom of all of the posts in a thread will display the original message that started that discussion. The “Author’s Messages” link will show you all of the posts that particular member has contributed to that community.

Libraries | Top

Q: How do I find resources that may have been uploaded by other members?
A: If you know which library the resource might be located in, find the community on the appropriate communities page. Click through the community's landing page, then click on the “Library” tab . If you do not know where the resource might be, enter search terms in the main search box the same way you might enter search terms into Google or another search engine.

Q: Can I search for specific file types?
A: Yes. Enter your desired keyword in the main search box. From the search results page, click "Show Advanced Search."  Then click on “Search for Specific File Types.” This gives you the option to specify file type: Document, Image, Spreadsheet, etc.

Q: How do the libraries get populated?
A: The libraries are populated in two ways: When you include an attachment in a discussion post, the system automatically places it in the library. You can also upload documents directly by using the “Share a file” link found under “Participate” in the main navigation or "Create a new library entry" on any community's library page. Library resources are not required to be associated with a discussion thread.

Q: How do I upload a file?
A: Select the “Share a file” link found under “Participate” in the main navigation or "Create a new library entry" on any community's landing page. Please note that uploading a document is done in a few steps, and each step must be completed before you can move on to the next:
  • Choose a title for your document, include a description (optional), select the library to which you’d like to upload it, select a folder to which you’d like to upload it (optional) and choose an Entry Type (most will be Standard Files, but be cognizant of any copyright licensed material). Then click “Next.”
  • Browse and upload your file. Click “Next” if you want to add tags to your file or click “Finish” (you may have to scroll down to access these buttons).
Q: What kind of files can I upload?
A: The system supports dozens of file types including hyperlinks, standard files (Word, Excel, PowerPoint), webinars, images and YouTube videos.

Q: What are the “tags” for?
A: Tags are another way of organizing and searching for documents. You can help others find the file you uploaded by including tags when you upload it. There are many pre-loaded tag categories to choose from.


Other Resources | Top

Q. How can I access the Mobile Apps
A. You can search your respective App Stores for "MemberCentric" to locate and download the App. or here are the direct links to the Mobile Web, Google Play and App Store for the MemberCentric App.
 
Windows Phone, Kindles & Black Berry
Mobile Web version of MemberCentric App
https://www.membercentric.org/

Andriod Devices
Google Play Store
https://play.google.com/store/apps/details?id=net.rd.android.membercentric.base

iOS Devices (Apple)
App Store
https://itunes.apple.com/us/app/membercentric/id524165235


Q. Where can I find the Anchor User Guides
A.  They are located in the HTG.ALL Members Resource Library. The links to the documents are as follows:
http://hub.htgpeergroups.com/Go.aspx?c=ViewDocument&DocumentKey=0848f880-2796-48bb-9d86-7aed09f7f52d  and the
Instructional Video can be found here:
http://hub.htgpeergroups.com/Go.aspx?c=ViewDocument&DocumentKey=119a2ad3-6d1f-421e-a04b-fa2d5402ff31