Social Media Discussions at the Online Community Roundtable

We shouldn’t be surprised that Social Media Strategists know how to share. Forrester was pleased to host the Online Community Roundtable, you can continue the discussion in the Facebook Group. (Update: I uploaded this video with the Flip Camera, man it’s easy capture, edit and publish with this thing) Bill Johnston is a community servant (Update: he posts his thoughts from his blog), and I mean that in the best possible way. He organizes events for the Social Media industry that serve those who are practicing, it’s really a very valuable service. Every other month, he organizes the Online Community Roundtable for anyone who’s struggling with the day to day job of reaching to customers using online tools, a different … Continue readingSocial Media Discussions at the Online Community Roundtable

Forrester Report: How to Staff for Social Computing; The Social Computing Strategist & the Community Manager

I’m talking to more and more clients who are starting to budget for social media programs, this also includes hiring the right kind of people. As you know, I hail from Hitachi Data Systems (2003-2006) as the Online Community Manager, I know the role, and what it means to connect with customers using social media tools. While I don’t officially hold that title now, I have the rare pleasure to actually do some research on the role and what it means to customers and business. Methodology In the last few months, I’ve interviewed nearly a dozen community managers at many companies, and compiled 16 specific job descriptions to create these 4 Tenets of Community Managers. We also had many internal … Continue readingForrester Report: How to Staff for Social Computing; The Social Computing Strategist & the Community Manager

Notes from Sean O’Driscoll’s Webinar on Social Media and Communities hosted by SAP Salon

(Above Graphic: Sean’s suggests that word of mouth will travel through networks at different speeds, and with different accuracy depending on the network. He lists many attributes that will impact the speed of sharing) Sean O’Driscoll, who did a fantastic job, who has extensive experience managing the Microsoft MVP program has struck out on his own and has launched his own consulting shop Community Group Therapy. SAP Salon: Social Media and Online Communities Key highlights: To be an effective community professional, you need to walk the talk and use the tools Google is not a search engine, it’s a reputation tracker Sean scored high on search engine results for Microsoft Support after a bad story was on Digg.com Admits there … Continue readingNotes from Sean O’Driscoll’s Webinar on Social Media and Communities hosted by SAP Salon

Findings from the Community Best Practices Workshop

[Above: I peered over the balcony to take a shot of the main hall] I attended the Customer Service is the new Marketing Summit in San Francisco, really a tremendous view, weather, and vibe at the Presidio a converted military base with a great view. (Both my Grandfathers were officers and used to attend events there). Think about that concept for a second, the new marketing is actually the customer experience. Absolutely, and with social media, friends will tell friends about their experience with a company, thus impacting how traditional marketing used to flow –now it will be direct from customer to prospect. They handed this company customer pact document to all attendees, please take a look, I think it’s … Continue readingFindings from the Community Best Practices Workshop

Video: Connie Benson on how Community Managers win over detractors (2:30)

Click To Play Connie Benson is a community advocate, and is the community manager at ACDsee photo management software that I’ve used when I was a UI designer. Aside from that, she helps me co-moderate the Community Manager group in Facebook, and has been a big contributor in my research, defining the four tenets of community managers, and is becoming a great friend. I asked Connie what to do when detractors criticize your company, brand, or products, we also talk about dealing with an overwhelming negative community or forum. I also recommend setting up a process in advanced that helps to identify what type of detractor you’re dealing with, as some should be responded to quickly, and some should never … Continue readingVideo: Connie Benson on how Community Managers win over detractors (2:30)

People on the move in the Social Media Industry: Dec 21st, 2007

I’m starting this post series to recognize and congratulate folks who get promoted, move, or accept new exciting positions. We should congratulate the following folks: Congrats to Sean O’Driscoll who’s moving on to new opportunities. He served customers as Microsoft’s MVP online advocate program, a 15 year veteran of MS, and based upon my interviews with him, a true community expert. Recently, Connie Benson accepted a position at ACDSee as community manager. She’s a community maven, and helps manage the Community Manager Facebook group (link below) Shashi Bellamkonda accepted the position of Social Media Strategist at Network Solutions. He often provides great insight in Twitter, follow him. Eric Suesz joins Get Satisfaction as the Community Manager, Amy welcomes him in. … Continue readingPeople on the move in the Social Media Industry: Dec 21st, 2007

Video: Microsoft’s Community Leader Sean O’Driscoll on Satisfaction, Loyalty, & Affinity (4:15)

Click To Play Sean O’Driscoll, the General Manager of Microsoft’s MVP program shares with me the three different layers and levels of community. Sean has served the program for 15 years, and had just announced he’s planning to leave Microsoft to try some exciting things (we’ll be hearing from him soon). Thanks Sean for sharing with us and with your community. Find out: 1) What the three stages of communities are: Satisfaction, Loyalty, Affinity 2) How to find key advocates 3) How to thank/reward them 4) How to engage with them. Folks have been asking what my life is like and how we do research, I interviewed Sean for over half an hour, and was taking furious notes. It was … Continue readingVideo: Microsoft’s Community Leader Sean O’Driscoll on Satisfaction, Loyalty, & Affinity (4:15)

The Four Tenets of the Community Manager

Summary The budding Community Manager industry holds 4 tenets; these values resonate as a common thread within the role. The include community advocation, brand ambassadorship, online communication skills, and product requirements gathering and improvements. Methodology Recently, I’ve been doing some research on the Community Manager role, which is appearing at most brands that take online communities and communication seriously. This was a role I had this role at Hitachi Data Systems, and many of my friends and peers have this role around the industry, and I’ve written about it extensively. 16 real job descriptions I put out requests on Twitter, blog and email to get submissions, as well as scoured the public job listings and I’ve reviewed 16 job descriptions … Continue readingThe Four Tenets of the Community Manager

Building Community using Images, an Interview with Alex de Carvalho of Scrapblog

The following is an exclusive interview with Alex de Carvalho, the Community Manager of Scrapblog. I learned that pictures can really help tell a story, you’ll see that I use images in many of my posts from events, conferences, or interviews. The web brings a rich experience that helps us humans convey meaning, emotion and stories. Even if your company isn’t an image based company (like Scrapblog) you can use photos to enhance your online communications. I was impressed with the great photos that I was seeing out of the BlogHer conference this past week, as Alex (his personal blog), the Community Manager at Scrapblog had been publishing photos he poste on Flickr of their “photobooth”. I wanted to know … Continue readingBuilding Community using Images, an Interview with Alex de Carvalho of Scrapblog

Web Strategy Show: When the Web team leads product development, the evolution of Dell Hell to Dell Swell

Dell’s blog champion, Lionel Menchaca spends time with me to talk about some of new programs that they’ve put out over the last year. From the Dell blog, IdeaStorm, and how they’re adapting to the needs of customers. This video is a bit outdated, as Dell has done a few other things since I filmed this, so be sure to see the chronology at the Dell Social Media Saga Timeline. Questions I asked regarding IdeaStorm: “Isn’t getting product requirements for the computers the role of the product team? Not the web team?” What has Dell done that’s so great? Over a year ago, they were getting beat up very badly on blogs, support, and exploding laptops. Now in 2007, they’ve … Continue readingWeb Strategy Show: When the Web team leads product development, the evolution of Dell Hell to Dell Swell