My name is Sam Jacobs, and I am the Partner Engagement Manager(/Community Manager) at OpenX, an advertising technology company in beautiful Los Angeles, California.
I have been the Community Manager at OpenX since we first launched the community back in October 2015. The idea of implementing a community came from our Chief Customer Officer, who has overseen community implementations at multiple companies in the past. In the ad tech industry, the support experience is very limited and unimaginative, and we wanted to introduce an industry leading experience for our customers by providing ways for them to interact and engage with each other and the OpenX brand in a fun and meaningful way. I have been working to make that happen ever since.
Currently, I am working on transforming our community from a prescriptive support forum to something much more multi-faceted and dimensional. So far, our customers are really only visiting the community when they have a problem/need help, and aren't really engaging or bonding with one another. We are exploring gamification options in an effort to supply our customers with extrinsic motivation to engage, but really also need to focus on tactics that will increase our users' intrinsic motivation as well. That's why I'm here.
A colleague of mine forwarded a case study that you guys performed on using tactical psychology to increase community engagement, and I thought it was a great read. I'm here to read more things like that, get inspired by my peers, and learn all that I can about community best practices.