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Catherine Hackney on Community Tools

April 11, 2023 By Jim Storer

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals.

Episode #91 of Community Conversations features Catherine Hackney, Principal at Confident Communities Consulting.

On this special State of Community Management 2022 episode, Catherine and host Anne Mbugua explore:

  • How does thinking about tools affect community work?
  • What does the SOCM 2022 report tell us about community tools?
  • How you can better understand your audience’s needs and expectations.
Catherine Hackney on Community Tools

Listen to Catherine Hackney on Community Tools

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Catherine Hackney on Community Tools

About Catherine Hackney

Catherine Hackney is the Principal at Confident Communities Consulting, LLC, a Higher Logic Certified Partner. She is a reliable online community management consultant with nine years of experience. Cathering demonstrates expertise in increasing member engagement and of the Tradewing and Higher Logic platforms. Catherine was the recipient of the Higher Logic MVP award in 2016-2022. Learn more about Catherine.

About The State of Community Management

Now in its 13th year, our annual State of Community Management report provides strategic ideas and tactical benchmarks for global community management professionals.

The State of Community Management 2022 explores the state of the community management industry through the lens of the eight competencies in the Community Maturity Model™.

Each section includes data, ideas, and expert practitioner perspectives to give you new insight into the community management industry. 

Kelly Munro on Content and Programs
Download your free copy of the State of Community Management 2022.

Adam Ballhaussen on Technology Integration and Optimization

January 31, 2023 By Jim Storer

Community Conversations is a long-running podcast highlighting community success stories from a wide variety of online community management professionals.

Episode #88 of Community Conversations features Adam Ballhaussen, Senior Director of Customer Education and Advocacy at Docebo.

Adam shares a look at how Docebo leverages Insided’s community solutions alongside other internal systems and offers advice for creating holistic community initiatives. We also chat about using online community programs for support, knowledge base, and product outcomes.

Adam Ballhausen

This episode is sponsored by Insided. Learn more about Insided.

Adam Ballhaussen on Technology Integration and Optimization

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Adam Ballhaussen on Technology Integration and Optimization – TranscriptDownload

About Adam Ballhausen

Adam’s approach to building Customer Education and Advocacy programs that get results is to be an empathetic leader, a diligent student, and an inspired visionary – in that order.

He’s a seasoned CEd & Advocacy leader, passionate about building communities and creating intuitive learning experiences that delight customers. As a lifelong learner, he has a knack for making complex concepts easy and fun to learn. With a background in marketing strategy and design – and an immense, admittedly geeky, love for technology – he builds learning experiences that work.

About Docebo

Docebo is redefining the way enterprises leverage technology to create and manage content, deliver training, and understand the business impact of their learning experiences. With Docebo’s multi-product learning suite, enterprises around the world are equipped to tackle any learning challenge and create a successful learning culture within their organization.

Check out more podcasts from the Community Conversations series:

  • User Engagement in Support Communities
  • Automation and AI in Online Communities
  • Authentic Engagement in Online Communities
  • The Intersection of Learning and Communities
  • Community Building for Associations
  • Melanie Binder on Community Technology Platforms
  • Leveraging Data Analytics for Community Success
  • Using MVPs to Power Effective Communities
  • Fostering a Productive Workplace Culture with Community
  • Community Building at USAA

Why Extensibility Matters for an Online Community Platform

October 6, 2022 By Guest User

As you know, your organization isn’t sitting still. And neither are your community members or
customers. Business goals change and evolve, as do your challenges, and success means adapting,
evolving, and growing as time goes on.

This guest post is sponsored content provided by Verint. Learn more about Verint here.


The same can be said for your online community platform, which isn’t meant to be a set-in-stone tool.
You need a solution that’s a foundation for self-service, customer success, and a better customer and
employee experience that can also expand and evolve in tandem with the growth of your organization
and the needs of the people who’ve come to rely on the community platform.

With Verint Community, we believe you need a “futureproof” community platform that’s built for the challenges and the changing environment that await you in the years to come. When we look at the community marketplace, we see plenty of basic solutions that may look nice at first but lack the ability to expand in functionality and scale. Many of these DIY platforms might be for something like a hobbyist community and rely heavily on a static set of functionalities that likely includes blogs, forums, and articles, but they aren’t very customizable for specific needs.

Then there’s the higher-level, pre-packaged solutions. These often provide a good starting point and have more capability and features but rely too heavily on a one-size-fits-all approach. When it comes to an online platform, this is a significant issue, because a community needs to be flexible to match the brand, personality, and specific customer needs that are unique to each organization. If you’re not able to customize, extend, and optimize your community – you’re not using a futureproof solution.

A futureproof community prioritizes extensibility

Verint Community is an enterprise-level online community platform in that it gives you everything you
need to get started but is also extensible in that it provides limitless customizations and integrations.
The open-API structure of Verint Community means that your organization can add features that meet
its needs and isn’t stuck with a set of pre-determined use cases and functions. This includes integrating
third-party channels, like social media and private messaging, video platforms, enterprise systems,
native mobile applications, workforce management tools, and your company’s customized applications.

Here’s a few ways that customers can futureproof their community and platform strategy by making the most of Verint Community’s extensibility through open API integrations:


Huddles: When users are engaging with private online community, they should be able to have their
conversations within the platform, rather than having to connect on another app. By using a Huddles
plug-in, Verint Community allows for one-on-one calling between users, group calls and meetings, and
special event capabilities that are perfect for influencers. The Huddles plug-in was developed by Verint
partner 4Roads and keeps the discussion within the community, which is especially valuable for
organizations using their community for online events, training sessions, personalized support, and
meeting needs all within Verint Community.

Mobile App: Verint’s partner 4Roads recently developed an easy-to-use mobile app that allows your
users to take your community with them on the go. This app is customizable to meet your branding
specifications, includes push notifications, a dynamic activity feed, and a sleek user interface.

Slack: Slack, of course, has become a must-have for many organizations who use it for project
management, team communication, or maybe just as a chat tool. By integrating Slack into your Verint
Community, your content shares are synchronized between the two applications. The Slack Integration
add-on created by Verint partner Social Edge Consulting features slash commands, allowing users to
interact with Slack by sending messages through a bot. This integration is just one of the ways in which
Verint Community can work with your existing tools, so you don’t have to abandon successful tools, but
rather bring them into the fold of your community.

Again, a futureproof community platform is one that’s adaptable, flexible, and ready for what’s to come on the horizon. At Verint, we see this extensibility as key to a successful community experience for your customers and employees, while also benefitting your bottom line.

Explore Verint Community’s features and get a demo right here.

Dianne Kibbey on Community Migrations

October 4, 2022 By Jim Storer

Community Conversations is a long-running podcast highlighting community success stories from a wide variety of online community management professionals.

Episode #85 of Community Conversations features Dianne Kibbey, Global Head\VP of Community and Social Media, Newark Electronics.

Dianne shares a look at how they choose a new community platform, and what the timeline looks like for a major community migration. She also chats about how her community uses google translate to connect their global member community.

This episode of Community Conversations is sponsored by Verint.

Listen to Dianne Kibbey on Community Technology

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Questions we cover in Episode #85:

  • What was one of the biggest considerations when choosing a platform?
  • How do you measure the number of registered members?
  • Have you found a programming that transcends geographical differences in language?
  • What were some of the major milestones along the way and how long was the overall migration process?
  • How can you clean up the cobwebs in your online community?
  • What were some of the key aha moments in making this change?

About Dianne Kibbey

Dianne leads global social media marketing and the strategy\operations of the largest online community for electronics engineers and makers for Premier Farnell, a global B2B distributor of electronic components. Dianne has over 15 years of experience leading industry-recognized innovation and launch strategies for business, online communities (internal and external), unique content marketing programs, and social media strategies. She is a strong leader, recognized for building highly effective and diverse technical development and business teams with the ability to speak both business and tech to ensure maximum benefit. Dianne is exceptionally skilled at marketing to highly technical audiences.

About Newark Electronics

Newark is a high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Global access, with service that’s close to home

Newark has operations in the US, Canada and Mexico, serviced from our regional distribution hub in South Carolina. We are committed to supporting local language, currency, product and shipment needs across North America and around the world. As part of Farnell’s global operations, our access to stock and stronger relationships with suppliers, we are better able to serve your needs.

A commitment to innovation that powers change

We have a history of innovation and have developed many industry firsts that save precious time for our Design Engineer customers, such as the first online Community for engineers – element14. More recently we continue to bring the latest technologies to market, from development tools that speed up the design process to modular devices that engineers can quickly and easily build into their devices and the latest in easy-to-deploy artificial intelligence.

3 Tips for Building a Community Use Case

July 1, 2022 By Lindsey Leesmann

The writing’s on the wall, your organization can benefit from a community. But how do you get leadership on board? You’re in luck, because we’ve got the scoop on successfully building a community use case!

community use case

Define your community’s goals

You know the old saying, “Don’t put the cart before the horse”? The same goes when building your use case. You can’t start dreaming up things like content strategy or gamification methods until you know what the objective of your community will be.

So, what need will a community solve for your potential members? For your organization at large? If you aren’t sure, you need to figure that out — stat. The best way to do that is by having conversations with your (future) audience.

Not the higher ups at the organization? No, not quite yet. If your members’ interests don’t align with your organizational ones then all of this work will be for nothing. No shared interest and your community will fail.

Nervous? No need! Chances are you already know who some of your potential community members will be (hint: they tend to be very active on your social posts, provide feedback after events, etc.). Talk with these future superusers. Listen to what they have to say, and find the way to make those needs align with the larger organizational ones. There’s absolutely no reason to reinvent the wheel.

Once you’re good on your community goals, it’s on to the next step!

‘Choose your [community] champion’

Community goals: check. Now, to find your executive sponsor/cheerleader. The easiest way to do that is through, you guessed it, more conversations!

By building and fostering relationships with potential executive sponsors, you’ll be able to better understand what they see as pain points for their areas. Knowing their pain can help ensure you address those issues — when possible — in the community, or plan to set clear expectations around the community and what it can and can’t accomplish.

Additionally, having these key folks in your back pocket can come in handy when it comes to your budgetary needs.

Speaking of budgets…

Establish a budget

Don’t have a panic attack, but the first budget you present might drop some jaws when the cost is shared. But it’s not a “just because” sort of situation. When you’re establishing a community, there are a lot of budgetary line items you need to take into consideration:

  • Technology — Yes, some social media platforms (like Twitter, Reddit, and Facebook) have the ability to launch a community for free. While that might be tempting from a cost perspective, we would strongly encourage you to resist that temptation when possible. By purchasing third-party technology to host your community instead, you’ll be able to actually control it rather than being subject to another website’s rules.
  • Staff — As mentioned in the 2022 State of Community Management, the community manager role has so many niche areas of focus now that it’s hard to contain within a singular person’s duties. No way to afford a staff? It’s OK. You have internal subject matter experts who can help. Use them.
  • Design support — Most third-party tools have “out of the box” features you can use to launch your community. If you’re going for more of a branded look, you’ll need to account for design support in the budget.
  • Marketing — You have to get the word out somehow. By budgeting for marketing support, you’ll be able to effectively promote the community to your audience where they already live.

Still sensing some hesitation based on your budget? Here’s your pièce de résistance: Community’s a long game. You won’t have a comprehensive look at results until your community 2+ years old! By reminding the powers that be of that fact, you’ll be able to more effectively make your argument — especially since you remembered to tie your community’s goals to your organization’s, right?

Present your case

You’ve done all the leg work, and now it’s time to make your case for a community. You might be nervous, but as long as you’ve fully fleshed out your use case it will be harder to turn down. Remember:

  1. Define your community goals, and be sure they relate to your organization’s goals.
  2. Find an executive champion (or sponsor), and get them on board.
  3. Build a realistic budget that plans for the first 2.5-3 years.

You’ve got this, we believe in you. Now go get that community, champ!

Managing a Migration with Debbie Kwan

June 30, 2022 By Jim Storer

Managing a Migration

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 Four features Debbie Kwan, Internal Digital Lead at the Canadian Partnership Against Cancer.

She and Anne discuss managing a migration for an online community, including thoughtful discovery processes, identifying UX/UI requirements, and more. Debbie also shares best practices for managing a migration including governance, audits, and content management.

If you haven’t downloaded your free copy of The NEW Community Manager Handbook you can get it here.

Listen to Managing a Migration with Debbie Kwan

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About Debbie Kwan

Debbie Kwan is the Internal Digital Lead at the Canadian Partnership Against Cancer. She leads governance, communications, and training activities related to digital engagement tools, including the intranet and internal online community to support organizational priorities and change initiatives.

Her responsibilities include: working collaboratively across the organization to develop and implement integrated communication plans, analyzing requirements and facilitating enhancements to ensure a positive user experience, maximizing and accelerating the use of tools, information, and resources through online engagement strategies, and developing and maintaining user guides and governance policies.

About the Canadian Partnership Against Cancer

The Canadian Partnership Against Cancer is Canada’s destination for evidence-based cancer control information. They work collaboratively with provincial, territorial and national partners to move Canada’s cancer strategy forward.

As the steward of the Canadian Strategy for Cancer Control, they have a unique vantage point—shared with and informed by their partners— that allows them to facilitate collaboration across the cancer community and accelerate work that improves the effectiveness and efficiency of cancer control in Canada.

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

You can find more resources for managing a migration and effective community technology management here.

CM-Handbook-Transcript-DebbieKwanDownload

Lili McDonald on Being Comfortable with Community Technology

April 27, 2020 By Jim Storer

Join the community experts at The Community Roundtable as they chat about online community management best practices with a wide range of global community professionals. Topics include increasing online audience engagement, finding and leveraging executive stakeholders, defining and calculating online community ROI and more. 

Episode #69 features Lili McDonald.

In this episode of the podcast, Lili shares her experience with online community technology platforms, how community managers can streamline community operations, the power of an online form, and how setting boundaries can help you stay sane.

Listen Now:

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Find more episodes of Conversations with Community Managers here.

About Conversations with Community Managers*

To better reflect the diverse conversations our podcast covers we’ve changed the name of our long-running series to Community Conversations.

Community Conversations highlights short conversations with some of the smartest minds in the online community and social business space, exploring what they’re working on, why they do what they do, and what advice they have for you.

These episodes are a great way to begin to understand the nuances of community strategy and management.

Each episode is short (usually less than 30 minutes) and focuses on one community management professional.

Webinar: Best Practices for Evaluating Online Community Platforms

December 9, 2019 By Jim Storer

Best Practices for Evaluating Online Community Platforms

Each month our community manager extraordinaire, Kelly Schott, shares a behind the scenes look inside TheCR Network.  She’ll explore the research, programming and professional development available exclusively to Network members and highlight best practices for community management excellence.

November’s webinar focused on best practices when evaluating community and engagement platforms.

Are you evaluating and assessing community or engagement platforms? You are in great company – a lot of people are. This is being driven by shifts in the vendor space, the growing importance of these technologies to organizations, and the maturity of current programs.

Watch Kelly as she shares five tips for evaluating online community and engagement platforms.

Watch the Webinar Archive:

Watch more webinars.

Evaluating Community and Engagement Platforms

September 16, 2019 By Jim Storer

Are you evaluating and assessing community or engagement platforms? You are in great company – a lot of people are. This is being driven by shifts in the vendor space, the growing importance of these technologies to organizations, and the maturity of current programs.

At The Community Roundtable, we think about and break down these platforms in the following way:

Each of these layers – the engagement layer, the management layer, and the administrative layer – are important for a mature engagement platform. This structure reveals why community strategy is critical to a successful community or engagement ecosystem – it informs how each of these layers is structured so that the user experience, management tools, and administrative governance are aligned for optimized performance. This structure also helps reveal why a sole focus on the user experience limits the growth, maturity, and value of a community program.

My recommendations for starting your platform evaluation projects:

  1. Start with Strategy: if you do not, the complexity of these platforms will confuse you, your community management team, and your members. A good strategy will help you prioritize and identify the key behaviors that you need to enable – giving you strong guidance as you look at and configure platforms. Without that alignment, the conflict will at best keep you from efficiency and at worst, hamper engagement and value.
  2. Evaluate Analytics & Reporting Next: no matter what your members are doing, if you cannot see it in the data, segment it, compare it, and measure its value and influence on business outcomes, you will not be able to optimize the system. Additionally, the ability to easily get tactical, operational, and strategic reports will impact your ability to manage the community and communicate progress to stakeholders.
  3. Platform Architecture Bites Back: if you do not evaluate the permissions structure, the way in which new communities are provisioned, and the integration and indexing of content, audit options, and ecosystem governance you may be left with a tool that severely limits growth.
  4. Last, Evaluatee User Functionality: if your key behaviors are available in the platform but difficult to use, that will be problematic and it will constrict engagement rates and value. Additionally, design and in particular how graphics and faces are exposed, matters in social systems. Faces are critical to online communities feeling like communities instead of a static website, a content repository, or a transactional ticketing solution.

Are you in the process of looking at these solutions?

TheCR Network offers exclusive in-depth information and unbiased user advice, including our Community Platform Requirements Library & Vendor Comparison Tool and platform-based cohorts for learning and sharing. Learn more.

Lisa Allison on Migrating Community Platforms

September 9, 2019 By Jim Storer

Join the community experts at The Community Roundtable as they chat about online community management best practices with a wide range of global community professional. Topics include increasing online audience engagement, finding and leveraging executive stakeholders, defining and calculating online community ROI and more.

Episode #60 features Lisa Allison, Community Strategist and Enterprise Community Manager at Analog Devices.

Lisa and Shannon Abram discuss best practices for completing a smooth community platform migration on this short community-focused podcast.

This episode of Conversations with Community Managers is sponsored by Telligent.

https://media.blubrry.com/608862/thecr-podcasts.s3.amazonaws.com/LisaAllison_Sept2019.mp3

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