The document discusses how community management is shifting from behind-the-scenes site administration to engagement as a vital part of a healthy social environment. It notes that 50-60% of employees are disengaged and likely a similar percentage of organizations are disengaged from their employees and customers. The document advocates for programmatic engagement through communicating, supporting, capturing feedback, and responding to build relationships and opportunities for growth.

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"