Enterprise-Scale Community Strategy & Management. Business/strategy, governance (responding to, integrating, and scaling across the organization), and metrics
@rhappe is a prolific, candid and extremely knowledgeable research analyst and thought leader in the community world. She is the co-founder of The Community Roundtable and produces its frameworks, research, and training. The Community Roundtable is an extensive source of insights on brand communities today.
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Hi Rachel 👋 I feel really strongly that times like these are where community shows up in a big way. How do you convey the whole big ball of yarn that is community for people or businesses who are trying to understand its value?
@kellyjstocker great question - and challenging because communities serve so many purposes. At the most basic level, communities are what determine how well individuals thrive - because to thrive, people need both support AND challenge. If they just get support, they don't grow/learn/change and if they just get challenged, they get defensive and anxious.
But the support and challenge people need vary by context and no one person can provide it all. Communities though are great matching engines for emotional need and capacity - giving people the connections they need (and with it the support or challenge), when they need it.
I also lean heavily on the research we do for these conversations. Below shows the benefits generated by communities to both the organization and to the members, for both external/customer communities and internal/employee communities. Together, the overlap is where the shared purpose and shared value is created. Communities are very effective at addressing some of the most complex goals that organizations have right now - and the chart below tends to speak to executives.
I hope that helps!
I love "Communities are great matching engines for emotional need and capacity." What a great insight!