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Susan Cato, ASPB

January 11, 2018 By Jim Storer

Welcome to the latest episode in our community management podcast series, “Conversations with Community Managers.”

Join TheCR’s Jim Storer and Shannon Abram as they chat with community managers from a variety of industries about their community journey. They ask the community questions you want to know the answers to, including:

  1. What’s your best advice for someone just starting out in Community Management?
  2. What are your best practices for increasing community engagement?
  3. How would you survive the zombie apocalypse? (Ok – they might not ALL be community questions…)

Episode #49 features Susan Cato, Director, Digital Strategy and Member Services at the American Society of Plant Biologists. 

Susan works with ASPB’s community Plantae.org – their online community for plant science, creating audience-focused content and engaging experiences.

In this episode, we chat about choosing a community platform, how you know it’s time to break up with a platform that isn’t working for you,  creating interactive member experiences and more!

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

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

Don’t miss the whole series of Conversations with Community Managers featuring community professionals from GM, Sony, Mastercard and more!

available on itunes—-

Did you know you can subscribe to “Conversations with Community Managers” iTunes? You can!

Who knows more – your community manager or your members?

September 21, 2016 By Ted McEnroe

By Catherine Scott - Matti, CC BY-SA 2.0, https://commons.wikimedia.org/w/index.php?curid=12595647

By Catherine Scott – Matti, CC BY-SA 2.0, https://commons.wikimedia.org/w/index.php?curid=12595647

By Ted McEnroe, Director of Research and Training

I was recently reading a post from Joe Cothrel on the Lithium blog as they celebrated their 8th anniversary of their community (about 800 in human years, I think.) In it, he noted eight community lessons they had learned  – all of which were great but one of which, “Your Superusers Are In It for the Long Haul,” really resonated with me as I headed out to join a workshop to build a community management training curriculum.

We often focus on the role of the community manager as the wise soul at the heart of the community. But in an environment where community managers frequently change jobs and move up the ladder, the community manager is often one of the newest members of the community they manage.

First I wanted to get some data – we ask about community age in the State of Community Management survey, and we ask about the time community managers have spent in their role in our Community Careers and Compensation survey, but we don’t ask both at the same time. (I might change that for 2017.) However, we can say this:

The average age of a community in the 2016 SOCM survey is about 5 years, and 54 percent of communities have less than 3 years of existence.

The average time in role for a community manager in the 2015 CCC is 2.1 years, and 81 percent of community managers have held their role for 3 years or less.

That gap suggests a few things for communities – and often these are things that community professionals take into account. They know they are often coming into an existing culture, which means figuring out what’s going on, and how to best apply management skills to improve engagement.

But it’s easy for a young community manager to assume after a few months that they understand the culture, and work on an assumption that the community in 2016 is “the way it’s always been.” The thing is, a lot of your community members know better, and a lot of your superusers will still be carrying the torch for your community long after you have moved on to new roles and organizations.

With that in mind, here are some tips:

  • Connect with key members of your community as soon as you can on starting a new role, and listen to them. Earn their trust. Understand their perspectives. Take a lot of notes.
  • About 6 months after you start in a role, take out those notes from the initial interviews, and reflect on your initial conversations again. How does your read of the notes differ from what it was when you started?
  • If you are in a long-running community without an advocacy program, start one. Tap into the expertise of members – for ideas, programming and a better understanding of the community as a part of the organization (when that applies). You’re scaling yourself, engaging members and much more.

This doesn’t mean a new community manager shouldn’t come in with new ideas and a determination to improve community. That’s why you were hired. But it’s equally important to know the context into which you are coming.

Santayana famously said that “Those who cannot remember the past are condemned to repeat it.”  For new community managers, learning about the history of your community may play a key role in moving it ahead.

 

Community Empowerment

June 22, 2015 By Ted McEnroe

By Ted McEnroe, The Community Roundtable

In The State of Community Management reports, we refer frequently to “Best in Class” communities. From a statistical standpoint, we are referring to the communities that scored in the top 20% overall in the State of Community Management survey (which you can still take here to get your score).

Looking at the data, we found the best communities had a number of common features that help make them more successful. We highlight some of those general elements in the report, and note them in our Monday facts.

SOCM2015_FunFact2_BICMembers

 

How do best-in-class communities achieve community empowerment? Three examples:

  • They prioritize new members: Nearly 90% of best-in-class communities have new member welcome programs, versus just 54% of communities overall.
  • They empower member advocates: Nearly half of best-in-class communities have multitiered advocacy programs, meaning they place a high priority on identifying and serving their most active constituencies, often with programs that give these informal leaders access to information and executives in exchange for their efforts on behalf of the community.
  • They involve members in planning: More than 80% of best-in-class communities get members involved in their community planning, helping to ensure that the community represents the values of the organization and the members – a key part of community maturity.

The result is more vibrant communities with greater member engagement – the best-in-class group has more active members, and a greater level of member contributions, a sign that members feel ownership over the community.

Once upon a time, the thought was that if you built it, they would come. best-in-class communities know they will come, but only when you welcome them, include them in running the community and help them realize real rewards for their efforts in the community.

Looking for ways to learn best practices in community management in a safe, open environment that reflects those practices? We’d love to have you join TheCR Network, our professional network for the best community professionals. Learn more at https://www.communityroundtable.com/TheCRNetwork.

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