I became a Community Manager for Khoros in May 2019. I have a background in social media and sincerely enjoy building and nurturing communities. I love watching anime, going to the beach and parks, reading comics, and doting over my two cats.
The wait is over everyone! The judges went through all of the submissions for the CMAD 2020 Contest and have decided the winners of the Engage 2020 tickets . Congratulations to @lana_lee and @katiepbussey on winning the contest! We look forward to seeing you both in Austin at Engage 2020 later this year.
The contest question was, “What advice would you give to a new Community Manager?”
Most community managers are on a team of one (as I am) so my advice focuses around that - especially when Community is new to one's organization:
Don't overwhelm yourself with tasks. Select up to 3 initiatives to focus on for that particular quarter or fiscal year. Is it growth? engagement? Your calendar and any task manager software are your friends!
Become familiar with your new organization and how it fits with your community. Go to your intranet, make a list of all of the departments and create bullet points on how they could contribute and benefit your community - tactically and strategically. This list will help you promote community internally and find allies that will help make your job easier.
Have an open-door policy to talk about Community. Find active community members (internal and external) and call them up to learn how they use community and what could be better. This information provides incredible insight into user behavior
Welcome new internal team members, introduce yourself and the Community's value to their department. Newly hired folks need a buddy...so why not have it be you? Not only will you be their lifeline within the company, you can show them the value of Community. Similarly, newly hired folks want to be recognized and seen by their managers. Share how the Community would benefit their careers within your org (i.e. Give them something they can share on LinkedIn!)
Always think strategically. Connect with internal team members who are influential in making decisions and would encourage their department to participate more in the community. Take them to coffee or lunch to understand their current work struggles and leverage that information to demonstrate how your community will help make their jobs easier.
(Last but not least) Take that vacation...and enjoy it! Don't feel guilty if you need to take a day off or a vacation. Come up with a process where you can casually check emails (or train a back-up) while you're on vacation. You will be more influential and valuable when you're refreshed and well-rested.
Thank you, everyone, who entered the contest, all of the applicants brought their A-Game and the decision wasn’t easy. The advice that everyone shared was so good we wanted to make sure others could easily access these tips in the future; so we will be creating a tribal knowledge base article featuring the advice. We’ll let you know when that’s created so you have an opportunity to share more advice so stay tuned!
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Below are the new features and changes made to Atlas in January. Comment below if you have any questions or feedback!
Group Hubs category in Configuring Community Features
Created a new category called Group Hubs in the Configuring Community Features .
Khoros Kudos Awards 2020 Area
Created a new area in Atlas for the Khoros Kudos Awards 2020 including a homepage banner.
Enabled content archival
We have enabled the new feature content archival on Atlas. Members can see their own archived content by visiting their profile and clicking the dropdown menu “Topics I’ve Participated In” and selecting “My Archived Contributions”.
Upgraded Atlas to 19.12
Upgraded the community to 19.12. For more information check out the Khoros Communities 19.12 Release Notes .
Alert for unverified email address
Created a banner alert to help remind new members that they need to verify their email.
New author tag for the topic starter in a thread
Added a new Author Tag to better highlight the topic starter/author, so respondents can easily tell if they are responding to the author or another discussion member. We’re working on getting the code to share in the dev doc portal.
We’re interested in reading your feedback on whether you think the author tag should also appear on the first topic of the thread?
Fixes & Updates
Fixed issue with blog scheduling components
Fixed the issue where if you saved a blog as a draft and attempted to schedule the blog, the scheduling component at the bottom of the page was squashed and unusable.
Updated follow text keys to say subscribe
Changed the text from Follow to Subscribe for consistency.
Fixed image and text issue in Case Portal
Resolved the issue where images and text spilled outside of the Case Portal description box.
Made solutions icons larger on the homepage
The solutions icons on the homepage were too small so we enlarged them and made them clickable.
Archived the Surveys TKB
We have archived the Survey TKB, which was in the Community Docs area, due to the feature being sunset.
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January got off to a fast start, and that, unfortunately, included an attack on the Khoros Marketing Platform. For those affected, we truly appreciate your patience and feedback as we worked through the week to resolve this. As Khoros CEO Jack Blaha mentioned in a previous communication , we take the trust of our customers very seriously and we put your success first, always. For the latest updates on the Marketing Platform Incident, visit the Marketing Blog .
There were a ton of fantastic conversations going on last month. When it came to best practices there were a few great threads like @Toby’s on Submitting Product Ideas, @NicolaC's User Reporting, and several members shared tips with @i_am_ryan in their topic about when to ban users.
Congrats to @StanGromer on their community relaunch! They shared some insights on what they learned from that experience here. @CarolineS also shared their new VIP “hall of fame” area in their community.
Those were just a few of the engaging discussions last month, what did we miss? Let us know in the comments below!
We celebrated Community Manager Appreciation/Advancement Day last month with a contest, articles, and resources, for a roundup of everything we shared visit CMAD 2020: ICYMI Roundup . We also really enjoyed reading all of the thoughtful advice for Community Managers Atlas members shared in the CMAD 2020 Contest . Does your brand use Khoros technology? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the first annual Khoros Kudos Awards !
This recent blog has tips for those who have communities and want to expand and/or promote their community at in-person events.
Increasing Community engagement is often a common goal no matter your industry, so we’re happy to share these 3 initiatives that could help do just that.
Customers can read about a few changes that we implemented over the past year based on your input in Looking into 2020: You Asked — We Listened.
Top Kudoed Contributors
Shout out to the Top Kudoed Contributors last month: @ayodo, @Wendy_S, @StanGromer, @kgroneman, and @CarolineS!
Thank you, everyone, who visited Atlas and participated in discussions last month, it’s members like you who make our community truly great.
Until next time!
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