Khoros Community

LiNC'16 Unconference

LiNC'16 Unconference
Want to participate in LiNC's Unconference? This is your chance to drive the LiNC agenda and share the experience!
Hi!   I'd like to talk about a healthy community member balance and the fine line between when and what to control in a community and when to leave it untouched. For example, our communities have a high answer rate since the time we implemente... See more...
Hi!   I'd like to talk about a healthy community member balance and the fine line between when and what to control in a community and when to leave it untouched. For example, our communities have a high answer rate since the time we implemented a safety net using our own support agents to answer unanswered threads on the community. Before, not every question got a response and to ensure no user got left behind, this safety net was implemented. It's interesting to see how dynamics have changed in our community balance, and how, for some of our communities, our agents are starting to answer more topics than our superusers. Sometimes I wonder if the negative side effect of this safety net is a cannibalization of the community and how you could turn this around again. (for example, pull back and step back)   Wonder if anyone out there has any experience with situation whereby programs have somehow changed the balance in the community (Yoda, I feel a disturbance in THE force!) and how they dealt with such a situation   Thanks! Wendy
Here is an idea I'm happy to lead if there is enough interest.   Last year, I changed jobs from being a Platform Manager to managing a team of Community Managers. I would like to meet with other managers of Community Managers to better understand ... See more...
Here is an idea I'm happy to lead if there is enough interest.   Last year, I changed jobs from being a Platform Manager to managing a team of Community Managers. I would like to meet with other managers of Community Managers to better understand management practices (specific to managing Community Managers) that have helped them, challenges they face, how they coach experienced Community Managers, career guidance & resources they use for Community Managers, what are their job/performance expectations from their teams and how they evaluate these, how they measure and reward team success etc.   The above is also valid for Community moderators. 
Hi all. Our communities are quite mature after 6+years and we offer our community in 6 languages today. Over the years we have implemented many programs to keep our communities running healthy. We have a superuser program (our fantasic HP Expe... See more...
Hi all. Our communities are quite mature after 6+years and we offer our community in 6 languages today. Over the years we have implemented many programs to keep our communities running healthy. We have a superuser program (our fantasic HP Experts) , review metrics regularly, analyze the user experience and have a team of fantastic agents to ensure no customer gets left behind.   Taking our German forum as an example, it's such a smooth running community. The only challenge we're facing in the last year(s) is growth.Metrics have been quite stable, volume doesn't rise as much as before.   How do we take our communities to the next level, it feels today, it's so mature and saturated.   It's been on my mind a lot lately, ad quite challenging especially considering the fact that our community is support focused and many customers come with a problem, get a response/solution and never come back again. It's not very "sexy", nor is there a specific common ground that users have when they come visit us, besides their product issue. We have links to our forum everywhere but most customers will find us through a search engine. How do we grow from here. I so welcome all the ideas!   Thanks Wendy  
I frequently wonder what organizational structure has helped teams best manage their communities.   I am interested in the roles you have within your organization and their specific responsibilities. I would love to understand how other companies ... See more...
I frequently wonder what organizational structure has helped teams best manage their communities.   I am interested in the roles you have within your organization and their specific responsibilities. I would love to understand how other companies have defined roles and their respective areas of ownership.   I am guessing everyone has a view of how we divide up community management, moderation, administration, top contributor programs, engagement, events, measurement. I would like to hear how others have set up their teams to drive results. It would be good to understand what has and hasn't worked.  I would also like to understand the structure for a company that manages multiple languages or instances of their community.
One of the areas that I struggle with is Super User motivation and engagement.   We have a mature community and Top Contributor program. Many of our Super Users have been a part of our Top Contributor program for a while and are no longer performi... See more...
One of the areas that I struggle with is Super User motivation and engagement.   We have a mature community and Top Contributor program. Many of our Super Users have been a part of our Top Contributor program for a while and are no longer performing at the levels they performed at historically. Some of these members have topped out of our ranking structure since we've been around for a while.   I would like to get a sense of any strategies or tactics that have helped you successfully managed these issues and address entitlement. I am particularly interested in gamification tactics.