What would help you build a more successful community today?


(Jessica Why) #64

These are good concrete actions to take going forward. Thank you! That’s what I’ve been having most trouble with - making the conceptual concrete. As in, what are the concrete first things I need to prioritize as the new community manager? Not just the conceptual?

I am good at ideating/ high-level thinking. But it is a challenge coming up with concrete, replicable systems to scale community that will definitely result in an ROI for the company. There are existing infrastructure, but it’s only 1 year old, and I’m charged with transforming it to generate an ROI. Any pointers?

(Anjo Gaul) #65

Hey Jessica,
glad if it helps. First things I would really do is get to know the community. Talk or “chat” with as many people as you can. The is not really scalable at least not with the top contributers. If you have a tool that can “personalize” emails (automatically adding first names and other relevant user data) you can write a “very” personalized message to those you cannot talk with. I don’t know about how many people we are talking about here but I guess it is too many to talk to everyone in person.

I really would start with getting to know the community, get them to know you, be engaged that will show you what you can do next (from my experience).

Do you have goals / KPIs for your ROI?

(Rebecca Braglio) #66

I actually first reached out over email and introduced myself, and then asked if they’d be willing to set up a call. Things were especially tricky because not only did I not have the professional background, I was helping to merge their current online community with an entirely separate one. So, some were definitely NOT impressed with me and only wanted to complain. But one thing I insisted on reminding our team was that even though some of the most active, important members were unhappy about the change, and many threatened (and some ultimately did) to leave, we needed to keep in mind that it wasn’t necessarily a loss - yes, I didn’t have these original active members, but it opened up space for NEW members who WERE on board with the change. It created opportunity for NEW active users to come forward and shine. The ones who were disgruntled and truly believed in the community eventually came around, it just took a long time. So, giving them the opportunity to vent one last time to me, say their opinion (because I was new and things were changing), and then it was either get on board or move on, because we weren’t going to tolerate any negativity or poor behavior towards anyone.

(Jessica Why) #67

I am currently trying to work this out. Ultimately, we want

  1. The community to be a source of consistent Sales Accepted Leads.
  2. We also want the community members to be a source of knowledge for us that helps inform product development.
  3. We also want brand awareness to the extent that those in the industry “know” us just by mention

The tricky thing is figuring out measurable steps that will help us reach these goals, and timetables.

I’ve been checking out this resource https://www.feverbee.com/roi/executive-summary/

Any other ideas/recs @anjo?

(Jessica Why) #68

ah yes, not everyone is going to be receptive. That’s good to know. If I end up getting responses, I’ll keep the thread updated on how it goes. Thank you Rebecca!

(Kieran Jones) #69

Hi! I took over managing a community 18 months ago or so and, while community growth and content have been improving, the focus is to start and continue engaging conversations; while this has happened on a couple of occasions, it’s not as regularly as we’d like or envisaged.

So, for me, strategies/tips/ideas on how to convert an informed and generally engaged/attentive audience into substantive discussions would be great!