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Honored Contributor
Honored Contributor

Superuser materials

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Our community is finally getting around to launching a superuser program. 

 

Is there some sort of superuser onboarding process or materials that other communities have created/given out? What do you put in them/give?

 

Thanks!!

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Re: Superuser materials

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Honored Contributor
Honored Contributor

Re: Superuser materials

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Outstanding news @daphtan, congratulations on getting to this point!

 

Some high level points on how you welcome your super users.

  1. Make sure you do. It's easy to overlook, but make sure at some point they are welcomed.
    Not invited, not told they're accepted, not placed into a new board, actually welcomed in a way that is CLEAR they are being welcomed aboard
  2. Be personal. Someone has made a huge commitment for you to consider them. Don't get caught up in post counts and kudos and who chases what and which guy is good at which thing. This is a person. A human being who YOU chose.
    So make it personal. Deliver something from you to them. Find the personalisation aspect to connect and deliver a message that matters
  3. Be overly enthusiastic and theatrical.
    Congratulations are expected. Their rules and a "thanks for your contributions" is expected. And easily misunderstood. Tone is a powerful thing online, because it's absent from most conversations we push to extremes to make things clear.
    Attacks and criticism online are over the top and extreme. You're launch should be the same. Take it as far as you can.
    You couldnt do this without them personally, its extraordinary what they do, they have amazing ideas etc
  4. Be real. Make sure you stand by whatever you say. We KNOW when someone isn't being geniune, we just do. Your users will see through things, as well as you do. Just be honest, always.
  5. Be amazed.
    Take that moment to actually say wow and look at what your super users do.
    Every day I look at data I am amazed at what our super users generate. Their posts, their banter, the suggestions they've given us. It's nothing short of amazing to get to work with them. And it is absolutely far more like working WITH them, than anything else. Some days I absolutely work FOR them. And I'm still amazed.

 

As for technical stuff..

You want a message to them, you want a post welcoming them to your private behind the scenes board. And you want to give them a clear game plan for the next 3,5,7 or 30 days. So they know who else is in, whats expected, what rules to follow, which ones dont apply to them and that you'll be there if they need you.

 

Are you going for a fixed time program with an end date?

And how many super users?

Will they be on equal footing, or are you expecting different things from some of them?

Community Care Manager
Vodafone Australia
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Honored Contributor
Honored Contributor

Re: Superuser materials

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Thanks @Tim_h - really helpful 😄

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Esteemed Contributor
Esteemed Contributor

Re: Superuser materials

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Good day @daphtan

Our Community Champions program has been a great success: they are glad to be recognized and engagement / answers have increased thanks to Champion knowledge and enthusiasm.

My community is for peer to peer knowledge and tech support; the Champions were chosen for: time within the community, visits per week, activity per week (threads contributed to), and their tone.  Once identifying potential Champions, I emailed each introducing the program and inviting them to participate.  I closed the email by informing them I would be reaching out by phone to discuss the program and answer their questions.  After the phone call and acceptance, there was an announcement in the community introducing the program and the Champions.

I hold quarterly meetings with the Champions via WebEx - the agenda is community metrics and updates; I ask for their quesitons before the meeting and allow at least 30 min for open Q&A.  The expectation has been sent they are not consultants, but trusted advisors.

I hope this has been helpful, please let me know if I can answer other quesitons.

Best,

Toby

 

 

 

 

Community Manager - Seismic Software
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Honored Contributor
Honored Contributor

Re: Superuser materials

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Good stuff Toby - definitely useful.
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Valued Contributor
Valued Contributor

Re: Superuser materials

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Our system has a one year tenure, and SuperUsers can serve consecutive terms.

 

 

When you have terms, you need to have a clear explanation of how SuperUser candidates are chosen, and what the expectations are. If the criteria are around the number of posts and threads, it is easy for all parties to understand and agree on the level of activity. If a SuperUser is not so frequently vocal, but the quality is inspiring to the Community, there is still value and merit, so a slight drop in posts is OK. We try to have each one of these discussions in person if possible.

 

It is very important to be upfront with them as their term ends, and thank them for the tremendous support. If they choose to leave the program, be sure to let them know that they are always welcome on the Community. If they are not chosen for a second term, be even more sure to let them know that their contributions are appreciated, they are always welcome on the Community, and will be considered again in the future.

 

 

 

 

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