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Getting Started in Community with Jephtah Abu

December 8, 2022 By Lindsey Leesmann

Lessons from The NEW Community Manager Handbook is a limited-run podcast series, featuring the 21 community leaders showcased in the Handbook in conversation with Anne Mbugua.

Episode 13 of Lessons from the NEW Community Manager Handbook features Jephtah Abu, Community Manager, Cerulean Blue on getting started in community.

Jephtah and host, Anne Mbugua discuss how volunteering can be a good way to break into online community management as a career and the importance of networking – both online and offline,

Jephtah Abu on Getting Started in Community

https://media.blubrry.com/608862/thecr-podcasts.s3.amazonaws.com/jeptahabuFinal.mp3

Podcast (handbook-podcast): Play in new window | Download

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About Jephtah

Jephtah Abu is a community manager with more than five years of experience. He has worked with B2B brands, tech start-ups, and SAAS organizations to help build diverse and inclusive communities for their audience members.

About Cerulean Blue

Cerulean Blue believes in a more accessible, equitable Web through community building and new technologies. Their global team consists of creatives, technologists, NFT enthusiasts, veterans of the art world, designers, decentralized finance professionals and others with a shared vision: To enable artistic expression by connecting creatives with brands.

About The NEW Community Manager Handbook

The NEW Community Manager Handbook features 21 profiles of community leaders sharing advice and ideas on everything from accessibility, hiring, strategy, gamification, defining the digital workplace, technology, and more. Each profile is paired with research from the State of Community Management reports and includes tactical advice for implementing what you’ve learned.

Learn from community management experts at Easterseals, Glencore, Microsoft, UKG, the World Bank Group, Analog Devices, Inc., AAMC, Zapier, Doctors Without Borders, and more.

Download the New Community Manager Handbook

Perks of Being a (Community) Wall Flower: Why Users Lurk

September 14, 2016 By Georgina Cannie

By Georgina Cannie, Community Manager at The Community Roundtable

“Cuz’ the Lurkers gonna lurk, lurk, lurk, lurk, lurk…”

lurk

Amazing body painting by Cecilia Paredes.

Maybe I would write the rest of this T Swift parody song if I wasn’t so busy finding ways to engage the lurkers in my community (and if there were more words that rhymed with “lurkers”). But why do Lurkers lurk, and what can you do about it as a community manager? Hint: writing a cover song won’t help.

Here are my top five observations and work-arounds for Lurking behavior.

1.) Newbies Lurk to Adjust

Brand new community members tend to lurk quietly while they learn the cultural codes of the community. They will often refuse to participate until they have gathered a base of ‘social capital’. What to do about it: Don’t stress too much about it. 1 to 2 weeks of this behavior is perfectly acceptable. To support newbie lurkers, be sure that you have community champions who regularly model ideal participation behavior. Also be sure to make your Community Guidelines easily available – these “rules of the road” are an easy way for lurkers to understand cultural codes.

2.) Lack of Support = Prime Lurking

If members continue lurking a month or more into membership, it can be a sign that they have not been supported in their community socialization. Sometimes they feel lost, left behind or ‘locked out’ of a clique. What to do about it: Everyone wants to sit at the cool kids table – offer them a spot. If you have the bandwidth, make at least two touch points with lurkers in the first month and personally invite them to join events or discussions. Alternatively, mention them directly in discussions – Ex: “Thanks for asking this question, I bet (insert Lurker name here) would know the answer”.

3.) Stage Fright + the Lurker

Everyone always says there are no stupid questions but let’s get real – there are and no one wants to ask them in front of a community crowd. A high percent of Lurkers report feeling as if they are not smart enough to add value to discussions along with anxiety of being judged for their contributions. What to do about it: Create low pressure spaces for lurkers to join in. For example, create an off-topic discussion on a Friday asking what members are doing over the weekend. No one is unqualified to discuss their own plans. This tactic allows members to practice posting in a low impact context. Need proof? Burke, Kraut, and Joyce found in a 2010 study that coaxing a member to de-lurk even once, increases their likelihood of future participation by 38%.

4.) Lack of Investment

It’s called a community for a reason – Just like in geographical communities, folks join in due to a feeling of duty and connection to other members. However if members do not feel these bonds or dependencies, they are much more likely to lurk. What to do about it: Pair Lurkers with a specific question that suits their experience. Ex: “So and So asked a question that I think you are uniquely suited to answer, can you take a look? So and so really needs your help!” Channel your inner-Mom and lay on a thin layer of subtle guilt.

5.) Fear of Rejection

…or worse, being ignored entirely. In our digital age, failing to receive comments or likes on a post is a palpable form of social rejection. If a lurker takes the plunge and posts a discussion or comment, which then goes unacknowledged, chances are they won’t take the risk again. What to do about it: Acknowledge it for goodness sake! Ideally, backchannel with other members to find a relevant responder (see example in section 4). At a minimum, respond to the post as an administrator thanking the Lurker for their contribution.

How do you combat the silent and stealthy lurker in your community? Have you found any easy ways to encourage people to step away from the community “wall” and get involved?

Throwback Thursday – Community Strategy 101

August 4, 2016 By Jim Storer

community strategy 101By Shannon Abram, The Community Roundtable

Too often new community managers (or veteran community managers faced with a brand new community) will dive right in – because from day one, the to-do list can be daunting. We can’t urge you strongly enough: STOP! DROP! STRATEGIZE!!

To liberally paraphrase the great Ben Franklin – an ounce of stratigization is worth a pound of community success. (Our apologies to Mr. Franklin…) But seriously – time and time again our research has shown that communities that spend time thinking about their long term strategy are simply more successful. Join us for this week’s trip in the way-back machine as we explore community strategy 101.

This week’s #throwbackthursday focuses on Community Strategy 101 – getting back to basics with the fundamentals of building a community strategy.

  • The Basics of Community Strategy – Are you just getting started and looking to build your community strategy? We recommend using the Community Maturity Model to help in building a community strategy.
  • Why is a Community Roadmap Important? – A roadmap highlights your community’s objectives and how you will community strategy 101achieve them. When you have a roadmap, your conversations with stakeholders become more productive. Instead of talking about “why we should invest in community,” you can discuss where to target your investments.
  • I need to build a community strategy. Where do I start? – Whether you are starting from scratch with a new community, or taking over an existing community that could use some love there is a good chance you’ll be tasked with building a community strategy.
  • For TheCR Network Eyes Only: Community Pitch Deck – Are you a member of TheCR Network? Check out this community strategy pitch deck that a fellow member put together to make the case for their community strategy!

Want even more #throwbackthursday action? Check out all our throwback posts!

Advisory_Banner_July2016_5

The Link Between Communities and Innovation

March 18, 2014 By Jim Storer

By Shannon DiGregorio Abram, Relationship Manager at The Community Roundtable.

Innovation is always a hot-button topic in the technology world – but what about in community management? Besides the use of an innovative technology how can community managers and social business strategists help their organizations to be more innovative?

Last week we shared this presentation, focused on how communities can be powerful tools for product teams in driving innovation.


Communities for Innovation from The Community Roundtable

In addition to some of the great advice contained above I wanted to share some articles we’ve seen recently that provide insight on how to be make innovation part of your daily routine – not just something you think about at a company retreat or during your annual review.

This post by Haydn Shaughnessy is titled “How to Measure Innovation” but really does a great job outlining the idea of defining appropriate metrics and skills that lead to innovative outputs. He highlights community and social business as one of these main skill sets, saying, “To be good at innovation a company needs more than social media presence – it needs to be good at bringing customers into a collaborative relationship and keeping them there”.

Another great post for framing innovation for community managers is from Forbes: “6 Tips On Driving Innovation – Even If You Think Your Boss Will Say No.” The author outlines six ways to get started innovating at large companies. They may seem fairly obvious as you read them: de-risk your ideas, get out of the office, don’t expect everyone to say yes – but they provide a great checklist to review from time to time. Innovation can happen in small ways everyday and taking the advice to heart can help you re-shape the way you think about innovating and make it a daily practice.

Finally, I wanted to share a post that I find helpful in both self-evaluation and in brainstorming effectively. To be a true driver of innovation you must do more than just think innovative thoughts. These five questions to build an innovative culture are a great exercise to complete alone, or with your community team. The seven-step program for innovating right now that Tim includes at the end is a great framework for strength-testing ideas for wider consumption and acceptance and is a helpful jumping off point for anyone that wants to be more innovative, but isn’t sure how.

Have you been thinking about how to be more innovative with your community programs? Have a great innovation resource I missed? I’d love to hear how you’re approaching being a more innovative community manager – and to hear examples the innovative ways you’re connecting with you communities.

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