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  • Blog

Jeff Esposito on Shaping Social Media Efforts with Community

January 20, 2011 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce a podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management. Our series continues with episode #20, featuring Jeff Esposito, PR Manager with Vistaprint. Highlights include:
  • Birth of a program– getting hit (literally) with a magazine and being asked to “figure this Twitter thing out”
  • Getting the community to help shape social media efforts rather than dictating the strategy to the audience
  • Backing up the “No Customer Left Behind” philosophy through personal interaction over mass messaging
  • Weighing short term fixes (marketing gimmicks) vs a long-term strategy
  • Creating customer service expectations; when you are online, from posting duty hours to managing the lack of presence around a weather emergency
https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_jeffesposito.mp3

Podcast: Play in new window | Download

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MUSIC CREDIT: “Bleuacide” by graphiqsgroove

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.

University of New Mexico on Content Creation and Moderation

January 13, 2011 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce a podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management. Our series continues with episode #19, featuring Benson Hendrix, PR Specialist and Nora Heinemean-Fleck, Social Network Liaison, from the University of New Mexico. Highlights include:
  • The importance of Flickr and photos to the UNM online community
  • When both staff (Benson) and students (like Nora) manage the community
  • Content creation: making subject matter experts comfortable in an interview setting
  • Dealing with negative content and low morale among students
  • Preventing chaos and panic through misunderstanding (listen for the “duck pond” story)
https://media.blubrry.com/608862/thecr-podcasts.s3.amazonaws.com/CwCM_unm.mp3

Podcast: Play in new window | Download

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MUSIC CREDIT: “Bleuacide” by graphiqsgroove

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.

Jeff Rubenstein on Working with Product-Knowledgable Communities

December 20, 2010 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce a new podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management. Our podcast series, Conversations with Community Managers (a co-production with The Community Roundtable), continues with episode #17, featuring Jeff Rubenstein, Social Media Manager for Sony Playstation. Highlights include:
  • Working with a community that is not only passionate, but extremely knowledgeable about the company, its products and its industry
  • Idea generation from the community– how PlayStation Share works
  • The seasonality (or lack of it) for communities based on retail products
  • The merging of personal and professional personae online, and the challenges that presents to the Sony PlayStation team
https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_jeffrubenstein.mp3

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

MUSIC CREDIT: “Bleuacide” by graphiqsgroove

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.

Christopher Barger on the “Immerse and Disperse” Method

December 9, 2010 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce a new podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management. Our podcast series, Conversations with Community Managers (a co-production with The Community Roundtable), continues with episode #16, featuring Christopher Barger, Global Director of Social Media at General Motors. Highlights include:
  • The “immerse and disperse” method of cross-training social media staff; immersing them via a consistent training program, then dispersing them to represent different divisions of the company
  • Using internal communities to identify creative thinkers who might not otherwise surface
  • Why a Fortune 500 company would bother sponsoring small events
  • Measuring results, both long- and short-term, using GM’s participation in SXSW as an example

MUSIC CREDIT: “Bleuacide” by graphiqsgroove.

PHOTO CREDIT: Becky Johns

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.

https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_chrisbarger.mp3

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

Kathy O’Reilly on Managing Niche Communities

November 18, 2010 By Jim Storer

 

The Community Roundtable has partnered with Voce Communications to produce a new podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management. Our podcast series, Conversations with Community Managers (a co-production with The Community Roundtable), continues with episode #14, featuring Kathy O’Reilly, Director of Social Media Relations for Monster.com (a Voce client). Highlights include:
  • Handling disparate – but related – audiences via community; in this case, job seekers and employers
  • The challenges of managing many separate niche communities without splintering the corporate mission
  • Using a healthy content library to support community and spark discussion, including use of external contributors
  • Making sure you have the resources (people, content and time) to nurture a community properly
  • Goals: create brand awareness, product awareness and driving traffic

MUSIC CREDIT: “Bleuacide” by graphiqsgroove.

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.

https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_kathyoreilly.mp3

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

Michael Pace on the Roles of Email and Social Media

November 17, 2010 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce “Conversations with Community Managers.” In this podcast series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management. Our podcast series continues with episode #13, featuring Michael Pace, Director of Customer Support at Constant Contact. Highlights include:
  • Moving an email-oriented company into social media and community by internalizing the information about social media into the corporate psyche and processes
  • The changing, yet continuing place of email in our communications hierarchy
  • Creating “virtuous cycles” by providing recognition and sharing it with the larger community
  • How social media and community are creating new job roles
  • The “Social Media Council” model of bringing the social media from different departments together- is it necessary to have such a council based on a set of tools?
  • The “a-ha” moment of adopting social media: getting beyond the books and blogs and meeting people to gain knowledge first-hand

 

MUSIC CREDIT: “Bleuacide” by graphiqsgroove.

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.

https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_michaelpace.mp3

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

Ray Gans on Defining an “Active Community Member”

November 16, 2010 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce a new podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management. After an extended vacation, we’re back! Episode #12 features Ray Gans, Community Manager at Actuate (a Voce client). Highlights include:
  • A description and history of the BIRT  Exchange, a business intelligence community run by Actuate
  • Building an effective community with a passionate group of developers
  • Measurement- what to measure, why and how
  • What defines an “active community member?”
  • The importance of (international) face-to-face user groups in augmenting community

MUSIC CREDIT: “Bleuacide” by graphiqsgroove.

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.

https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_raygans.mp3

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

Recap of the Enterprise 2.0 Conference

November 15, 2010 By Rachel Happe

Last week, I attended the Enterprise 2.0 conference and, with Ted Hopton, chaired the Community Development and Management track. There were a several notable changes to this event – the first was that the conference was broken up into disciplines and business processes which helped bring more business owners to the conference. The second was that the newer west coast version of this conference is approaching the size of its east coast counterpart, held in June every year in Boston. In my mind, both of these signal an evolution in the market from experimental to operational and it’s a good sign. There were still a lot of new faces and balancing the needs of those attendees with the needs of E2.0 “regulars” is something that needs to be done going forward.

The community development and management track received very positive remarks (although we’ll have to wait a bit to see the tabulated feedback – please fill in an evaluation if you were at the conference). I was happy to be able to introduce Mark Yolton of SAP (slides here) and Bill Johnston of Dell to the E2.0 conference crowd and both spoke to a packed room. Bill Johnston and a panel moderated by Claire Flanagan with Erica Kuhl of Salesforce.com and Megan Murray from Booz Allen Hamilton gave the audience the fundamentals of community and community management while weaving in their own case studies.

The track then focused on specific areas of community management – engagement, collaboration & project management, governance, analytics & measurement, and building support.  One of my favorite moments from the conference was when Joe Crumpler, an IS Manager at Alcoa Aerospace, mentioned that he finally realized at the conference that there was a name for what he did – community management – and that it really represented for him a new way of managing teams. I couldn’t agree more as I think community management is both a role and a discipline or methodology of general management.

Other interesting comments/themes that I heard over the course of the event:

  • Alcoa has reduced the need for status meetings almost entirely by using social environments, which has direct cost and productivity implications. They’ve seen a 30% increase in work time for their team members. Mark Yolton from SAP chimed in and said they had reduced their status meetings to one time per month/5 minutes per project.
  • There is a big cultural change getting people comfortable with sharing ‘in process’ work vs. finalized documents. Individuals often want to perfect something before it is seen and reviewed.
  • There was a lot of discussion around finding the individuals in a network that are most capable of spreading information or spurring action and a growing realization that networks and communities must be looked at as collections of different segments/behaviors to effectively manage them. Erica Kuhl of Salesforce talked about their efforts to create the various personas that make up their community and how they think of creating effective experiences for each of those personas.
  • Many people are mis-using the ‘community’ term and often confusing it with a target audience.  The two are not the same thing.
  • Week ties are often misunderstood because they quickly can become very strong, relevant ties when the context changes.
  • Orchestrating ‘A Ha’ moments for others is less about evangelism and more about persistence and getting people to see value vs. getting excited by a shiny object

Two of the track panel moderators, Claire Flanagan and Robin Harper, created interesting and very effective panel formats, interestingly both used slides to help structure the conversation just a bit.  Claire moderated a track on community managers and their role and did a compare/contract between the different perspectives on the panel.  Robin Harper used very simple slides, some with definitions, to help guide the panel and audience through the conversation. I felt like both formats allowed room for the discussions that make panels interesting, while giving the audience a framework for putting that conversation into context so they had clear take-aways.

Finally, the best part of a conference like this is the people. Gil Yehuda wrote a nice post about the E2.0 crowd that resonated with me and the highlights of my week included dinner with Community Roundtable members, catching up with friends and colleagues, and conversations with a variety of people that are working on different challenges in this space.  If you are working on community management or social collaboration it is worth putting this conference on your radar and I’m looking forward to the next event in June in Boston.

If you are interested in sharing and collaborating with other professionals in charge of enterprise social initiatives, come explore what membership in The Community Roundtable has to offer.

Photo credit: This photo is from Alex Dunne’s excellent Flickr set “Enterprise 2.0 Conference Santa Clara 2010.”

Alex Plant on B2B Social Media

June 10, 2010 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce a new podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management.

Episode #11 features Alex Plant, head of social media for NetApp. Among his overall social media duties, Alex oversees a video studio and a staff of videographers and editors.

Podcast highlights include:

  • The effective use of video for social media content in a B2B setting
  • While the technical audience for B2B social media is strong, the real growth is expected in the business-level audience
  • The intersection of social media and traditional marketing; including calls to action as a crucial part of engagement
  • Measurement- tying awareness building measurements such as share of voice and sentiment to traffic generation
  • Blogs are very powerful tools for capturing people’s attention (still!)
  • The effectiveness of feeding ideas to bloggers and other influencers to keep a constant flow of external content
  • Determining whether or not to have separate subject channels for separate audience to maintain high levels of relevance, interest and engagement, while maintaining control over the overall content direction
  • Internal culture; the value of support from the top
https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_alexplant.mp3

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

MUSIC CREDIT: “Bleuacide” by graphiqsgroove.

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.

Lisa Beatty on Brand-Focused Communities

June 3, 2010 By Jim Storer

The Community Roundtable has partnered with Voce Communications to produce a new podcast series, “Conversations with Community Managers.” In this series, TheCR’s Jim Storer joins forces with Voce’s Doug Haslam to speak with people from a variety of industries about their efforts with community and social media management.
 

Episode #10 features Lisa Beatty, “Chief Jane Advocate” for Jane Nation, one of the first online communities for women to share their opinions and ideas about brands, and information among themselves and with brands about the uniqueness of their community.

Podcast highlights include:

  • Running a community that is a hybrid of centrally-produced and controlled content, and more self-moderated forums
  • The relationship between a community about brands and the brands themselves, including the need to comply with disclosure guidelines, and how to include the brands as part of the community (with examples from the Mayo Clinic and General Motors)
  • Approaching community monetization without ads, with approaches such as sponsored content and access to community members for private conversations
  • The challenges of managing a community including people at different stages of their lives (age, careers, parenthood, etc)
  • Reconciling running a brand-focused community with a career as an advertising executive, as Beatty does

MUSIC CREDIT: “Bleuacide” by graphiqsgroove.

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.

https://media.blubrry.com/608862/thecr-podcasts.s3.us-east-1.amazonaws.com/CwCM_lisabeatty.mp3

Podcast: Play in new window | Download

Subscribe: Spotify | RSS

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