Trends in Support and Service Communities
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Trends in Support and Service Communities

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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: ...

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"

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    Trends in Support and Service Communities Trends in Support and Service Communities Presentation Transcript

    • 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 Engagement Manager Analyst Community Manager Administrator Subject Matter Expert Moderator Direct Support Agent Social Media Manager Social Manager Social Design Expert 5 #TSIA
    • 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
    • contact information Name: Joe Cothrel Title: Chief Community Officer, Lithium Email: joe.cothrel@lithium.com 7 #TSIA