Stump the Panel:

Empowering Service Organizations to
Take Community to the Next Level
Joe Cothrel | Lithium
10.22.2013
centralized to distributed

other blogs

2

#TSIA
activities to outcomes

3

#TSIA
web to mobile

Rimm-Kaufman Group Q3 2013 Digital Marketing Report

4

#TSIA
manager to team
2008

2013

Business
Sponsor

Business
Sponsor

Community
Manager

Social Program
Manager

Moderator

Enga...
user to superuser
six superuser behaviors
Type

Activity

Advocate/fan

• Recommends your products
• Defends the company a...
contact information
Name: Joe Cothrel
Title: Chief Community Officer, Lithium
Email: joe.cothrel@lithium.com

7

#TSIA
Upcoming SlideShare
Loading in …5
×

Trends in Support and Service Communities

288
-1

Published on

A few slides I used when serving as a panelist at the Technology Services World Transformations conference in Las Vegas on October 22, 2013. The session was called:
"Stump the Panel: Empowering Service Organizations to Take Community to the Next Level"

Published in: Business, Technology
2 Comments
1 Like
Statistics
Notes
No Downloads
Views
Total Views
288
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
5
Comments
2
Likes
1
Embeds 0
No embeds

No notes for slide

Trends in Support and Service Communities

  1. 1. Stump the Panel: Empowering Service Organizations to Take Community to the Next Level Joe Cothrel | Lithium 10.22.2013
  2. 2. centralized to distributed other blogs 2 #TSIA
  3. 3. activities to outcomes 3 #TSIA
  4. 4. web to mobile Rimm-Kaufman Group Q3 2013 Digital Marketing Report 4 #TSIA
  5. 5. manager to team 2008 2013 Business Sponsor Business Sponsor Community Manager Social Program Manager Moderator Engagement Manager Analyst Community Manager Administrator Subject Matter Expert Moderator Direct Support Agent Social Media Manager Social Manager Social Design Expert 5 #TSIA
  6. 6. user to superuser six superuser behaviors Type Activity Advocate/fan • Recommends your products • Defends the company against unfounded criticism Community leader • Takes a lead role in helping resolve issues on the community • Provides advice and feedback to the community manager Discussion leader • Starts conversations; gets dialogue going Expert • Focuses on answering user questions • Develops expertise in specific areas Lead user • Pioneers new uses of your products • Provides feedback on products Volunteer moderator • Lets moderators know when posts need their attention • Models good behavior 6 #TSIA
  7. 7. contact information Name: Joe Cothrel Title: Chief Community Officer, Lithium Email: joe.cothrel@lithium.com 7 #TSIA
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×