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As a community manager, I have a proven unique strategy for driving inclusiveness between organizations and customers which sets me apart in my field. My approach has repeatedly proven itself in real world implementations with impressive results in social media adoption and community engagement levels.
This website is designed to be a knowledge hub for community managers, content strategists, user researchers - anyone with a passion for customer self-service enablement.
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and programs
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and social media
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in the Digital Age
Content Potluck Co-Conspirators
NIKI VECSEI HARROLD
AwesomeSauce
Christie Gifrin
CyberGeek
Kirsten Gantenbein
LAUREL NICHOLES
Whiz Kid
Recent Blogs
Does Personalization Create More Sales?
Content personalization has been the band-wagon you could not miss jumping onto in the last 10 years. You will find very few naysayers, but you just found one. I HATE personalization. You can shake your head all you want, you can say all the stereo typical, “but people want to know you are speaking to Read more about Does Personalization Create More Sales?[…]
5 Benefits of a Support Community
I chose to write about the benefits of a support community (for your business) because I recently shared some thoughts about Support Community ROI calculations. After completing that ROI 101 blog, I felt that I needed to spend more time on the topic of support communities in general. Specifically, on their impact on your company’s Read more about 5 Benefits of a Support Community[…]
How To Calculate ROI For Support Communities
Yay, you made it over the hurdle to convince your executive sponsor(s) to start a community for your product. Congrats! It might even be super successful and your analytics are on point, but the big dreaded question is coming your way. “Show me the proof that the community is contributing to the company’s bottom line.” Read more about How To Calculate ROI For Support Communities[…]
How Can I Manage a Social Media Crisis?
Managing escalating crisis on social media is no longer a question of “if” but of “when” or even ”how often”. To help you be prepared and tackle such issues, this article explains the 5 most common social media crisis types, 6 tips to get your prepared and an 8-step checklist to handle any active issues Read more about How Can I Manage a Social Media Crisis?[…]
LavaCon 2017: Content Quality Assurance
If you manage a community, you probably realize that you can’t do everything on your own. If you end up in a content potluck situation, which I highly recommend, you end up with multiple contributors to your community. But how do you manage content quality assurance processes? They should share the following characteristics (see more Read more about LavaCon 2017: Content Quality Assurance[…]
LavaCon 2017: Content Maintenance
In a previous blog, I spoke a little about continuity and content updates. I want to spend a bit more time on the topic of content maintenance. Maintaining your content is SUPER important if you manage a public community. Who/ When/ What/ Why These are the typical questions we get asked when it comes to Read more about LavaCon 2017: Content Maintenance[…]
LavaCon 2017: 3rd Party Content Contributors
Another fantastic question that came up in the conference in Portland, was how to vet, manage and showcase 2nd and 3rd party content. Now you might wonder, should I even let them publish in my community? Truly, that is only something you can answer. What works for my community, might not work for yours. I Read more about LavaCon 2017: 3rd Party Content Contributors[…]
LavaCon 2017: Content Security Clearance
Disclaimer: This blog post is hyper focused on tech communities and may not be relevant to communities in other industries. Continuing the learnings from LavaCon, I wanted to write about another interesting question that came up during the workshop in Portland last year. Protecting trade secrets and your product’s “secret sauce” in ingredient level content? Read more about LavaCon 2017: Content Security Clearance[…]
LavaCon 2017: Content Turf Wars
In November 2017 I attended LavaCon in Portland. If you are not familiar with LavaCon, check them out here. It is one of the best content marketing conferences in North America, with active and participating attendees. A highlight in the circus of conference speaking. In 2017 I gave a presentation about “Knowledge Freedom: Break Read more about LavaCon 2017: Content Turf Wars[…]
Breaking Through Content Silos: Your Questions Answered
In a recent webinar Laurel and I shared our proven tips and tricks for breaking through work and content silos. If you missed the webinar, fret not, here is a free on-demand recording. During this presentation we covered a lot of topics from conceptualizing a unified content strategy to finding the right teams and champions Read more about Breaking Through Content Silos: Your Questions Answered[…]