1. From Broadcast to Engagement:
Developing Actionable Community
Management Strategies"
June 5th, 2012"
@meganmurray
"" #sbf12" www.moxiesoft.com"

2. Community Management represents a shift in
approach; from behind-the-scenes site
administration to engagement, a vital element of
a healthy social environment."
@meganmurray
"" #sbf12" www.moxiesoft.com"

3. 50-60% of employees "
are disengaged*"
*Blessing & White 2011, McKinsey 2008/2010"
@meganmurray
"" #sbf12" www.moxiesoft.com"

4. What percentage of organizations "
are disengaged from their "
employees and customers? "
@meganmurray
"" #sbf12" www.moxiesoft.com"

5. Social is a Relationship"
Healthy! Challenged!
" Listening" " Content Centric"
" Participating" " Us & them perspectives"
" Rewards suited to community " No/Slow response"
culture" " No/Little participation "
" Responsive evolution of resources, "
experiences"
Build
a
relevant
environment
of
people
engagement
to
support
adop3on
@meganmurray
"" #sbf12" www.moxiesoft.com"

6. Programmatic Engagement"
Communicate, support, capture & respond to
feedback."
"
Build relationship, discover opportunities for
growth through measurement and sentiment. "
"
Extend control & contribution, empowering others
to help. Rewarding them when they do."
"
Measure and understand sentiment - promote use
stories, wins/recoveries, exceptional use, and
members"
@meganmurray
"" #sbf12" www.moxiesoft.com"

7. What does it look like? "
@meganmurray
"" #sbf12" www.moxiesoft.com"

8. Johns Hopkins, Armstrong Institute:
Forming of new team & processes"
• New teams, focused on patient safety &
quality grant management & education"
• New to one another"
• Managing grants, training, and developing
operational norms"
"
@meganmurray
"" #sbf12" www.moxiesoft.com"

9. Turner Broadcasting:
CNN Story Coverage"
• 14+ Individual email groups across news
desks, web properties, journalists"
• Managed by 1-2 people weekly"
• Duplicative research, effort, cost expended
on coverage"
@meganmurray
"" #sbf12" www.moxiesoft.com"

10. Indigo Books:
Communications & feedback
with 100+ stores across Canada
"
• Support of a new loyalty initiative which
required meaningful exchanges across
locations"
• Improve training efficiency"
• Store to store connection"
@meganmurray
"" #sbf12" www.moxiesoft.com"

11. Take Aways"
• Plan a rhythm of participation which
includes diverse voices, interactions, calls
to action, responses - focused on business
and member need"
• Demonstrate listening & response by
acting on member feedback openly,
rapidly"
@meganmurray
"" #sbf12" www.moxiesoft.com"

12. Best Practices Donʼt Work"
Build a meaningful relationship:"
• Listen, practice empathy"
• Participate"
• Be Open, Fallible, Human"
• Demonstrate a rhythm of connection"
• Delivering pragmatic, needs-based value"
@meganmurray
"" #sbf12" www.moxiesoft.com"

13. The Community Roundtable
http://community-roundtable.com/"
Global community, programming & training for community managers"
!
!
The Community BackChannel !
https://www.facebook.com/cmtybc"
Peer group for community managers & those interested in community"
@meganmurray
"" #sbf12" www.moxiesoft.com"

14. Questions"
@meganmurray
"" #sbf12" www.moxiesoft.com"

15. THANK YOU!"
@meganmurray
"" #sbf12" www.moxiesoft.com"