User Engagement in Support Communities

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals. Episode #103 features Marissa Rogers, Principal Knowledge Management Specialist at Pegasystems. Hosts Jim Storer and Shannon Abram chat with Marissa about the Pegasystems support community, and their challenges converting customers who prefer traditional support channels (calls/tickets) to access self-support options first. Marissa also shares exciting developments in the community, including personalized email notifications for stalled posts to encourage responses and a new feedback module for documentation. She also offers advice for community professionals working in support community use cases. Listen to User Engagement in Support Communities More Community Podcasts 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 The post User Engagement in Support Communities appeared first on The Community Roundtable.

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals. Episode #102 features Jessica Langston the Senior Director, Community at Autodesk. Hosts Jim Storer and Shannon Abram chat with Jessica about the ways automation and AI can benefit online community programs, including language translations and localization, filtering and analyzing community data and automating repetitive tasks. Jessica offers advice for managing mature communities and the importance of co-designing with community members. Listen to Automation and AI in Online Communities More Community Podcasts 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 The post Automation and AI in Online Communities appeared first on The Community Roundtable.

Episode #101 features Penny Schnarrs, Director of Community Relations and Strategy at the Association of American Medical Colleges (AAMC). Hosts Jim Storer and Shannon Abram chat with Penny about community building and virtual engagement with a medical organization. She shares strategies for authentic engagement in online communities, and highlights the need for innovation and connection beyond in-person meetings. Listen to Penny Schnarrs on Authentic Engagement in Online Communities About Penny Schnarrs Penny Schnarrs is the Director of Community Relations and Strategy at the American Association of Medical Colleges. She is also part-time faculty at Point Park University, teaching first-year students. About AAMC The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, patient care, and community collaborations conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of people everywhere. More Community Podcasts User Engagement in Support Communities Automation and AI in Online Communities Authentic Engagement in Online Communities The post Authentic Engagement in Online Communities appeared first on The Community Roundtable.

Drum roll please! We’ve officially hit triple digits! Today, we’re celebrating a major milestone – the 100th episode of the Community Conversations podcast! It’s hard to believe it’s been 15 years since we embarked on this podcasting journey together. From the very first episode, in 2009 (with Keith Burtis from Best Buy!), we’ve strived to bring you engaging conversation with innovative community professionals.The podcast has gone through some changes in the past 15 years (who hasn’t?) changing name from TheCR Quick Chat to Conversations with Community Managers to the current title, Community Conversations. Looking back, we’re filled with gratitude for all the amazing guests that we’ve learned from along the way. We’ve had the privilege of interviewing industry experts like Marjorie Anderson, Chris Catania, Helen Chen, Jillian Bejtlich, Brian Oblinger, Christopher Detzel, Monique Van Den Berg, and so many more. We’re thrilled to share episode 100 with you today – featuring Allison Brotman, Vice President of Learning and Community at UKG. Allison shares her unique perspective on merging online communities and using learning and community methods to drive product adoption in SAAS organizations. Listen to Allison Brotman on the Intersection of Learning and Communities About Allison Brotman Allison Brotman is an award-winning community executive with over 15 years of experience advancing strategic initiatives and business transformation across the training, learning, and development spheres. She leads with innovation, expertise, and care. Her depth of expertise in instructional design, content development, and translation tools create engaging learning opportunities that are accessible to broad audiences. From a technical perspective, she brings a solid understanding of LMS, CMS, and community platforms to create an integrated ecosystem for seamless user experiences. Overall, she pioneers innovative training designs and customer communities that drive revenue and align with key business objectives. As a leader, she spearheads a learning-centered culture that supports individual growth and development. She’s known for inspiring an exceptional level of engagement among her team, and her direct reports know that she is a reliable advocate for their needs. She takes pride in directing cutting-edge programs, such as attaining program accreditation through IACET to award CEUs to learners. Additionally, she and her team have begun using generative artificial intelligence (AI) in a variety of ways, particularly to localize learning videos in English to global audiences. About UKG UKG is a leading provider of HR, payroll, and workforce management solutions for all people. But don’t take our word for it: We are the only enterprise vendor ranked as a leader by all major analysts and peer review sites and have been recognized around the world for our workplace culture, innovative practices, and commitment to customer success. The post The Intersection of Learning and Communities appeared first on The Community Roundtable.

Episode #99 of Community Conversations features Catherine Hackney, an online community consultant specializing in association member communities with Confident Communities Consulting. Catherine discusses the importance of online communities for associations and non-profits. Catherine shares best practices for engaging association members, getting executive buy-in and making data-driven decisions. Highlights include: Community building and platform usage for associations and non-profits. Engaging associations and communities through volunteerism, purpose statements, and awareness. Importance of online community for associations, with a focus on executive buy-in and data-driven decision-making. Managing Association communities, moderation, and decision-making. Simplifying and optimizing community engagement for associations. Work-from-home tips. Listen to Community Building for Associations Listen on Apple Podcasts About Catherine Hackney Catherine is a reliable online community management consultant with ten years’ experience. She helps organizations increase retention and revenue by building a thriving online community for their audience. She is an expert in increasing online member engagement and is highly experienced on the Higher Logic and Tradewing platforms. Catherine is a Certified Higher Logic Partner. About Confident Communities Consulting Online communities thrive when nurtured with precision. CCC understands that community success requires ongoing attention. This comprehensive approach covers the spectrum of community management, ensuring seamless launches and day-to-day upkeep. Resulting in a vibrant online space that not only attracts member engagement but becomes a hub your members are excited to be a part of and eager to share with their peers. Trust CCC to cultivate an online experience that truly flourishes. CCC offers: Strategic Development: Confident Communities Consulting works with you to craft a concise and effective strategy, aligning with your goals and objectives. Platform Research and Selection: Identify the best platform to fit your specific needs and budget, ensuring optimal performance and engagement. Efficient Platform Utilization: Community platforms can be complex and time-consuming to learn. Partner with CCC to leverage the full capabilities of your chosen platform, implementing workarounds that suit your needs. Launch Assistance: Whether you’re starting from scratch or launching a new program within an existing community, CCC provides valuable support to ensure a successful launch. Community Revitalization: If your existing community is feeling lackluster, let CCC breathe new life into it. Revitalize your tired community by rekindling member interest and participation. Reporting and Analysis: Gain valuable insights into your community’s performance. Understand what works, identify areas for improvement, and make data-driven decisions. Services Tailored for Associations: CCC caters to professional associations of all sizes and industries, recognizing the unique needs and dynamics of associations. Principal consultant Catherine Hackney brings a wealth of experience, specializing in platforms like Higher Logic and Tradewing. Certified Higher Logic Partner since 2020. The post Community Building for Associations appeared first on The Community Roundtable.

Episode #98 of Community Conversations features Melanie Binder, Senior Manager, Community and Council Engagement, who discusses her work at Healthcare Financial Management Association (HFMA) and how she developed and launched a hybrid community platform for their members, and best practices when evaluating community technology platforms. Hosts Jim Storer and Shannon Abram chat with Melanie about her experience transitioning from account management to community management, the intricacies of navigating the online community technology platforms market, and finding the community technology platform that is the right fit for your organization. Melanie also shares ideas for expanding your community team, creating content that works for your audiences, and expectations for a successful migration when changing community technology platforms. Listen to Melanie Binder on Community Technology Platforms This podcast was made possible by support from Verint. About Melanie Binder Melanie is currently the Senior Manager, Community and Council Engagement for Healthcare Finance Management Association (HFMA), and was previously a Community Manager with HFMA. With over 25 years of experience in client services, she was closely involved in the strategic planning, development and launch of new digital communities for both HFMA and ASPB. As a digital communicator and strategist, she is passionate about creating networks and programs that align with organizational missions and objectives which in turn, provides better service to members. Melanie was awarded the 2023 Community Leadership Award for Pack Leadership – demonstrating outstanding leadership among her community peers. About Healthcare Financial Management Association HFMA empowers healthcare financial professionals with the tools and resources they need to overcome today’s toughest challenges. From online education and certifications to critical regulatory analysis, the benefits of membership are designed to help you create a sustainable future for your organization. You can learn more access their online community here. More Community Podcasts User Engagement in Support Communities Automation and AI in Online Communities Authentic Engagement in Online Communities The post Melanie Binder on Community Technology Platforms appeared first on The Community Roundtable.

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals. Episode #97 of Community Conversations features Chris Catania, Head of Community at Esri. Hosts Jim Storer and Shannon Abram chat with Chris about Leveraging data analytics for community success, community building and education for executives, and his work building a community ROI model and its impact on organizational value at Esri. Chris shares ideas for building out your own cost benefit model, and explores the positive impact of measuring community ROI. Listen to Chris Catania on Leveraging Data Analytics for Community Success About Chris Catania Chris is an award-winning enterprise community building expert. For more than 20 years, he has helped leaders build community-driven organizations that leverage the power of community and collaboration to deepen trust, increase loyalty, build better products, drive engagement, save millions and grow top-line revenue. As a speaker, consultant and strategist, he has helped audiences transform disengaged customers into loyal and passionate brand advocates. He has led clients to create a digital workplace that connects and builds strong employee relationships and networks. Today he speaks and leads workshops to empower leaders to leverage community as a strategic asset in the workplace and a competitive advantage in the marketplace. About Esri Esri is the global market leader in geographic information system (GIS) software, location intelligence, and mapping. Since 1969, they have supported customers with geographic science and geospatial analytics, what they call The Science of Where. They take a geographic approach to problem-solving, brought to life by modern GIS technology. They are committed to using science and technology to build a sustainable world. About Esri Community Esri Community is an award-winning global online community of Esri users where you can find solutions, share ideas, and collaborate to solve problems with GIS. More Community Management Podcasts User Engagement in Support Communities Automation and AI in Online Communities Authentic Engagement in Online Communities The post Leveraging Data Analytics for Community Success appeared first on The Community Roundtable.

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals. Episode #96 of Community Conversations features Michelle Mathias, Manager, Community Experience and Programs (Esri Community), and Brianna Ettley, Community Manager, Engagement and Content at Esri. Hosts Jim Storer and Shannon Abram chat with Michelle and Brianna about the Esri Community program, including a deep dive in their award-winning community advocacy programs. They also discuss cultivating community leaders, how they grew the MVP program in the Esri Community since its start in 2014, and what’s in store for the Esri Community as they plan a migration to Khoros’ Aurora platform. Listen to Michelle Mathias and Brianna Ettley on Using MVPs to Power Effective Communities About Esri Esri is the global market leader in geographic information system (GIS) software, location intelligence, and mapping. Since 1969, they have supported customers with geographic science and geospatial analytics, what they call The Science of Where. They take a geographic approach to problem-solving, brought to life by modern GIS technology. They are committed to using science and technology to build a sustainable world. About Esri Community Esri Community is an award-winning global online community of Esri users where you can find solutions, share ideas, and collaborate to solve problems with GIS. User Engagement in Support Communities Automation and AI in Online Communities Authentic Engagement in Online Communities The post Using MVPs to Power Effective Communities appeared first on The Community Roundtable.

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals. Episode #95 of Community Conversations features Michael Watkins, Community Manager at Research Innovations Incorporated. Hosts Jim Storer and Shannon Abram chat with Michael about his community building journey from gaming to engineering, fostering productive workplace culture with community, and ideas for effective programming across diverse office spaces. Michael also shares best practices for the balancing a structured plan in place for community building in place, while also being willing to take risks and learn from mistakes. Listen to Michael Watkins on Fostering a Productive Workplace Culture with Community About Michael Watkins After starting his community career in the gaming industry, at organizations including Accelerate Gaming and GreyComm Studios, Michael now works in community at Research Innovations, Inc. About Research Innovations, Inc Research Innovations Inc. (RII) supports critical defense, intelligence, and cyber customers across the U.S. Government and with select international customers. RII is a leader in Joint All-Domain Command and Control (JADC2) efforts with its cutting-edge solutions, rapidly delivering transformative technology to customers and end-users to achieve its core purpose of “Creating RIIdiculously Awesome® solutions that make the world safer.” By combining user-centered design and agile development methods, they create innovative products and solutions for our customers. They focus on performing cutting-edge research and development of information systems that support Joint Command and Control, Mobile Computing and Cyberspace. Research Innovations is headquartered in Northern Virginia with several work locations and provides an environment and culture that rewards talent and accomplishment. They are a company of mission focused people who are satisfied when they deliver excellence and success to our customers. The post Fostering a Productive Workplace Culture with Community appeared first on The Community Roundtable.

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals. Episode #94 of Community Conversations features Michelle Sneck, Ph.D., Community Builder, Data Literacy Advocate, Host of the USAA Data Bytes Podcast, and Data Science Evangelist at USAA. Hosts Jim Storer and Shannon Abram chat with Michelle about community building at USAA, starting at the intersection of data science and community building. Michelle also shares her approach to mentorship, which involves understanding the pain points of others, being honest about their own limitations, and leveraging their network to help others succeed. Listen to Michelle Sneck, Ph.D. on Community Building at USAA From Michelle: As promised, here’s a link to a slime mold video. I often think about how communities are like slime molds This video is pretty amazing because it unpacks a bit of the behaviors that slime molds exhibit that are emergent – beyond what can be accomplished with only one individual. About Michelle Sneck, Ph.D. Michelle Sneck, PhD (she/her) (@MichelleSneck) is a PhD trained ecologist turned data scientist who loves: the outdoors, solving complex business problems, Star Trek, and heavy metal. She is currently a Data Scientist in Bank Business Intelligence and Analytics at USAA with a PhD in Ecology and Evolutionary Biology from Rice University. Michelle is skilled in the areas of public speaking, data analysis, inference testing, and currently developing machine learning techniques. She is passionate about leveraging the power of data to better serve our members and upholding USAA’s core values of Honesty, Integrity, Loyalty, and Service. About USAA The United Services Automobile Association is an American financial services company providing insurance and banking products exclusively to members of the military, veterans, and their families. More Community Building Podcasts User Engagement in Support Communities Automation and AI in Online Communities Authentic Engagement in Online Communities The post Community Building at USAA appeared first on The Community Roundtable.