General | Top
Q: How do I activate my account on The Hub / reset password?
A:Log in for the first time using your email address and by creating a new password unique to you. You will need to enter your email address here and click the "Send Password Link" button.
Once you have logged in, please update your profile by uploading a profile photo and bio so other members can get to know you.
If you need assistance with your login information, please contact your member representative.
Q: How do I update my contact information?
A: If you need to update your contact details on your profile page, please contact your member representative
Q: How do I control what information is visible in My Profile?
A: Please navigate to your profile page, then select the "My Account" tab and choose "Privacy Settings" from the drop-down menu. This will let you control what information is visible to whom. After you’ve made changes, click the “Save Changes” button at the bottom of the page.
Q: What if I stop receiving community notifications/emails?
A: Due to the high volume of email generated from a typical community, some Email Service Providers
) incorrectly identify messages from The Hub as spam.
If you stopped receiving email from your Hub community, please ask your IT department or vendor to add the following domain to your organization’s allowlist.
Alternatively, they can allowlist by IP address. Our community platform sense emails from 12 dedicated IP addresses.
To learn more about allowlists and why there are needed, click here.
Q: How do I make suggestions or share feedback on The Hub?
A: If you have suggestions for The Hub or any of our our communities, we would greatly appreciate it if you could take a moment to fill out this form. Your feedback is valuable to us, and we look forward to hearing from you.
Contacts / Connections | Top
Q: How do I find other members?
A: Click the “Network" or "Directory” link found in the main navigation bar. The Directory lets you search for other users based on:
- First and/or last name
- Company/Institution name
- Email address
Switch to the “Advanced Search” tab to refine your search results by:
- Fiber Categories
- Product Categories & more
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 their 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.
Q: How do I add colleagues to The Hub?
A: The Hub is open to all interested members of your team - there is no limit! We streamlined our system to use a subscription form for members to gain access to The Hub. Please pass this subscription form link to interested colleagues who do not yet have access. Within 1-3 business days, subscriptions will be added to our database, and they will receive login instructions. (Because we are GDPR compliant, interested participants must opt-in to all of our communications to access The Hub.)
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 main navigation bar. Select “My Communities” to view the communities you currently belong to.
Q: How do I join/subscribe to a community and the affiliated discussion group?
A: Click on “Communities” in the main navigation and click on “All Communities” in order to see a list of available communities. Click on the community that you wish to join and simply click "Join," then choose a delivery option for posts (Real Time, Daily Digest or No Email).
Q: How can I control the frequency and format of emails I receive?
A: Navigate to your profile and click on the "My Account" tab. Choose "Community Notifications
" from the drop-down menu. Here, there are three discussion subscription options: Real Time, Daily Digest, No Email and two Consolidated Digest options: Consolidated Daily Digest and Consolidated Weekly Digest. We suggest that users select the "No Email" option for the Discussion Email and check the Consolidated Daily Digest box for each of their communities. By doing so, users will receive only a single email each day that includes updates from all of their chosen communities.
Recommended Community Notification settings:
If you wish to customize your Community Notifications differently, you have the following options:
For Discussion Emails, you can choose from:
- 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.
- 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.
For Consolidated Digests, you can choose from:
- Consolidated Daily Digest: contains all the new discussion threads, events, announcements, and library entries for the day, based on the communities you have checked in the Consolidated Daily Digest column of your Community Notification settings.
- Consolidated Weekly Digest: contains all the new discussion threads, events, announcements, and library entries for the day, based on the communities you have checked in the Consolidated Weekly Digest column of your Community Notification settings.
Q: How do I opt back into Community and/or Participation emails?
A: To update your email preferences, navigate to your profile and click on the "My Account" tab. From the drop-down menu, select "Email Preferences". In this section, you will find toggles to manage your Community and Participation email settings. If both toggles are set to 'NO,' it means you will not receive important updates from your Community Admins (Community Emails), as well as emails notifying you of replies to your Discussion Threads, comments on your Library Entries, and updates to the content that you follow (Participation Emails). To ensure that you are kept up-to-date with the community, we recommend that both your Community Emails and Participation Emails toggles are set to 'YES'.
Recommended Email Preferences settings:
Q: How do I leave a community or unsubscribe from a discussion?
A: Go to your profile and click on the "My Account" tab. Choose "Community Notifications" from the drop-down menu. Here, you will see a list of available communities and those to which you’ve subscribed. Select "Leave Community” under the Actions column for the discussions you wish to leave.
Q: How do I respond to others’ posts?
A: To respond to a discussion post, please navigate to the discussion post and click “Reply to Discussion” to send your message to the entire community. To send a message to the only author of the post, please select “Reply to Sender” (located in the "Reply to Discussion" drop-down). 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.
Q: How do I start a new discussion thread?
A: Go to “Participate" > “Post a message.” From an email (HTML version) for a particular discussion forum, you can use the “Post Message” link located at the top of the discussion email.
Q: How should I structure an effective Discussion Thread?
A: Use the following tips to help structure your Discussion Thread:
- Subject Line: Use a clear and concise subject line to describe your topic.
- Greeting: Start with a friendly "Hi, everyone!" to warm up your readers.
- Make it personal: Don't just ask a question. Share why you're asking the question. Other members will be more likely to respond when they have context and a way to relate to you and your story.
- What You Know and Don't Know: Share what you already know about the subject and what you need help with. This helps others help you better. If you explain what you've already tried, others won't waste time suggesting it to you!
- Encourage Interaction: Ask for others' opinions or experiences related to the topic.
- Closing Question: Conclude with a well-framed question to prompt engagement.
- Use @ Mentions: Mention specific individuals with @ to involve them in the discussion.
Bonus Tip: Complete your profile (if you haven't already) with a photo and relevant information. You're much more likely to get a reply if other users can see and better understand who they are talking to.
Reminder: Remember to respect the purpose of the community. Use it to share successes, challenges, constructive feedback, questions, and goals rather than promoting your products or services. If you've found a product or service helpful, please share your experience with the group in a respectful way. For more information on our community Rules & Etiquette, visit here.
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 your profile page and click on the "My Account" tab. Choose "Community Notifications" from the drop-down menu. Select the “Plain Text” format option for each of the discussions you are subscribed to.
Q: Can I search for posts across all the communities?
A: Yes, please enter a keyword in the search bar located in the main navigation. To refine your search results, please select "Show Advanced Search".
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.
Q: I have come across content that could be considered inappropriate and/or marketing. What should I do?
A: Our communities operate on a self-moderating system. This means that any member has the ability to identify and report any content they consider as marketing, inappropriate, or in violation of our Rules & Etiquette. If you come across any content that violates these rules, please choose the 'Mark As Inappropriate' option from the dropdown menu beside the Discussion Post, Discussion Post Reply, or Library Entry in question. Our Community Admins will then review the reported content. Although such incidents are infrequent, we place great importance on addressing them to uphold the high standards of our 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 affiliated community via the All 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:
1. When you include an attachment in a discussion post, the system automatically places it in the affiliated library.
2. You can also upload documents directly to a library by using the “Share a File” link found under “Participate” in the main navigation or "Create New Library Entry" button 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 New Library Entry" on any community landing page. Please note that uploading a document is accomplished by completing a few steps, and each step must be completed before you can move on to the next:
- Choose a title for your document, and include a description (optional). Select the library to which you’d like to upload it, and select a folder to which you’d like to upload it (optional). Then, choose an Entry Type (most will be Standard Files, but be cognizant of any copyright licensed material). Once you have completed these steps, please click “Next.”
- Upload your file.
- Select “Next” if you want to further describe your files and/or add tags to your file. Otherwise, please click “Finish” to post your library entry
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: How do I decide which community to upload my document(s) to?
A: We encourage our community members to share any external content such as reports, resources, and webinars on The Hub. When sharing content, please upload the resource exclusively to one community only, selected based on the report's relevance. If there are other communities that could gain value from this resource, we kindly ask that you contact the respective community admin. The admin will subsequently share insights from your resource from that community's distinctive viewpoint within the community and guide individuals to the primary or 'home' community for complete access to the resource. This approach helps us guarantee that the content shared in each of our communities remains pertinent to its intended audience.
Q: What are the “tags” for?
A: Tags are great way to organize and categorize content on your site. Tags can be applied to blogs, library entries, events, and glossary terms. Tagged items are prioritized in the search results.