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My Community Manager

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We're back for #CMGRHangout this week! Hopefully you've been enjoying your summer like we are. In case you missed our news, we've switched to a summer format so are only hosting #CMGRHangout on the first Friday of each month.

Customer journey mapping is not uncommon when designing user experiences but, depending on skills and the size of your team, not always taken into consideration when designing a community. We all have goals for our community and mapping helps us to achieve these goals. I should throw out a disclaimer that if you don't know the goal for your community, STOP RIGHT NOW to take some time with CMX's SPACE Model (http://cmxhub.com/the-space-model/) and figure it out. Mapping is the least of your concerns if you don't know where you're trying to go. If you do know your goals, lets look how to plug in your destination, identify your community starting point and figure out how to identify the steps between the two.

Join us for this week’s #CMGRHangout panel on Friday, August 5th at 2pm ET/11am PT to look at how to map community journeys.

+Sherrie Rohde will be hosting the hangout with +Alexandra Bowen, +Frank Field and +Sara Sigel on panel. +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

1. What are the benefits of creating a customer journey map?
2. Where do you start when creating a customer journey map?
3. What research should you gather before beginning your map?
4. How do you identify touch points and channels for each stage and goal?
5. What roles do empathy maps and lenses play when mapping the journey?
6. How do you identify a successful community journey map?
7. What advice do you have for someone creating a community journey map for the first time?

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RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.)

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
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#CMGRHangout presents: Mapping Community Journeys
Fri, August 5, 2:00 PM
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MJBoyce's profile photoMy Community Manager's profile photo
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"See you" tomorrow +MJBoyce!
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When planning community events, we're often looking for ways to convert those online interactions to offline hugs. Part of that magical experience comes from the ability to bring community members before, during and after events—and arguably one of the easiest tools to use is social media. If you've planned an event, attended an event or are thinking about planning one, you've probably thought through various ways to use social media to enhance your event and bring people together.

Join us for this week’s #CMGRHangout panel on Friday, June 3rd at 2pm ET/11am PT to look at how we can use social media to help build community experiences before, during and after events.

+Jonathan Brewer and +Sherrie Rohde will be hosting the hangout with +Jenn Chen, +Evan Hamilton, +Ruhi Shamim and +Amir Zonozi on panel. +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

1. What's the best event you've been to, industry or not, in the past year? Why?
2. How do events impact community-building and relationships?
3. How do larger events (conferences) differ from smaller events (meetups) in community building?
4. What's your favorite way you've seen social media used to build community leading up to an event?
5. What's your favorite way you've seen social media used to build community during an event?
6. What's your favorite way you've seen social media used to build community following up an event?
7. How do platforms like Facebook events compare to event specific tools like Meetup or Eventbrite?
8. What are some ways you can use social media analytics in your event reporting?
9. What other tips do you have for using social media to build community around events?

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RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.)

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
This Hangout On Air is hosted by My Community Manager. The live video broadcast will begin soon.
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#CMGRHangout presents: Events and Social Media
Fri, June 3, 2:00 PM
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We all work in community here, so let's be honest—we all have haters. However, according to +Jay Baer in his book Hug Your Haters (http://www.jaybaer.com/hug-your-haters/), Haters are not your problem … ignoring them is. Join us for this week’s #CMGRHangout panel on Friday, May 13th at 2pm ET/11am PT to chat with Jay Baer about how to better understand, and hug, your haters.

+Jonathan Brewer and +Sherrie Rohde will be hosting the hangout with +Jay Baer on panel and +Berrak Sarikaya joining us on air. (If you'd like to join us on air as well, just let us know!) +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

1. Why should you embrace complaints?
2. Is there more than one kind of hater? If so, what types are there?
3. How can we understand who complains where and why?
4. Is customer service a spectator sport? If so, explain why.
5. What obstacles do we encounter when trying to provide great service?
6. How do we respond differently based on hater types?
7. What does the future of customer service look like?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.)

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
This Hangout On Air is hosted by My Community Manager. The live video broadcast will begin soon.
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#CMGRHangout presents: Hug Your Haters
Fri, May 13, 2:00 PM
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Thanks for joining in +Lisa Pattenden!
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We're going to be totally transparent here and admit straight up, nobody had time to play #CMGRHangout  this week so we're doing an Open Mic on blab. Have things to say or ask re: Community Management? Join us tomorrow at 2pm ET / 11am PT. :)
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For all the pranksters out there, Happy April Fools Day! (But no, that's not our topic.) As we all know, communities come in all shapes and sizes - including both open (public) and closed (private) environments. Want to discuss the advantages and disadvantages of the two and look at which is the best fit for your organization? Join us for this week’s #CMGRHangout panel on Friday, April 1st at 2pm ET/11am PT to talk open vs closed communities.

+Jonathan Brewer, +Patrick Hellen and +Sherrie Rohde will be hosting the hangout with +Melissa Hill and +Suzi Barnes on panel. +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout.

Discussion Questions

1. What's the best April Fools play you've seen so far today?
2. What are some examples of open or public communities?
3. What are some examples of closed or private communities?
4. How does engagement vary between open and closed communities?
5. What are advantages specific to open communities?
6. What are disadvantages specific to open communities?
7. What are advantages specific to closed communities?
8. What are disadvantages specific to closed communities?
9. When is appropriate for a company to have one or the other?
10. What tips do you have for someone trying to decide between an open or closed community?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.) 

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
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#CMGRHangout presents: Open vs Closed Communities
Fri, April 1, 2:00 PM
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My Community Manager

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We're back for #CMGRHangout this week! Hopefully you've been enjoying your summer like we are. In case you missed our news, we've switched to a summer format so are only hosting #CMGRHangout on the first Friday of each month.

This month, we're really excited to chat with +Alan Bush and +Chris Kamler around bridging official and unofficial communities. Alan reached out to us back in May to let us know about the grassroots efforts Kansas City Royals fans have been doing to build community. In some cases these efforts have led to support from the official brand. For example, the #DressToTheNines event started with a few dozen people and is now an annual, team-sponsored event. You can find out a bit more about these efforts by checking out Chris' SXSW submission: https://www.youtube.com/watch?v=csh2_QcQ1gk

Join us for this week’s #CMGRHangout panel on Friday, July 1st at 2pm ET/11am PT to look at how we can work together with grassroots community efforts and build community in the overlap.

+Sherrie Rohde will be hosting the hangout with +Alan Bush and +Chris Kamler on panel. +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

1. What are some examples of grassroots community efforts?
2. What are the advantages of an unofficial, fan-created communities vs an official branded community?
3. What are the advantages of official branded communities vs an unofficial fan-created community?
4. What challenges arise for unofficial communities when the brand gets involved?
5. What challenges arise for the brand when unofficial communities rise up?
6. How can brands partner together with grassroots community efforts?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.)

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
This Hangout On Air is hosted by My Community Manager. The live video broadcast will begin soon.
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#CMGRHangout presents: Bridging Official and Unofficial Communities
Fri, July 1, 2:00 PM
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scott molinari's profile photoMy Community Manager's profile photo
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Still happy to have you on air if you're interested +scott molinari!
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As community professionals, we often see those in our industry ask how to get their community more engaged. You might disagree, but every time I see this question my first inclination is to step back and think about why that community is there in the first place. Communities don't just exist because we want them to, they exist for a reason, for a purpose. Each member of your community identified with a need that can be met by participating your community—it's up to you to know what that need is, or to figure it out.

Recently, Bill Johnston wrote an article titled Purpose Will Power Future Online Communities (https://blog.structure3c.com/2016/05/10/purpose-will-power-future-online-communities/) where he explains his model of Purpose & Online Communities and how we need to look not only at the community's purpose as part of strategic development, but also the role of purpose for community members.

Join us for this week’s #CMGRHangout panel on Friday, May 27th at 2pm ET/11am PT to look at how purpose will power future online communities.

+Jonathan Brewer and +Sherrie Rohde will be hosting the hangout with +Bill Johnston, +Jenn Lebowitz and +Patrick O'Keefe on panel. +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

1. Without getting too lost, how can we define purpose?
2. What is the difference between community engagement and manipulation?
3. How can we identify purpose for community members?
4. How can we create community experiences that are less static?
5. How can we help community members achieve their purpose within communities?
6. What happens when a participant no longer feels they need the community?
7. How can companies work together with communities to refine their purpose as an organization?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.)

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
This Hangout On Air is hosted by My Community Manager. The live video broadcast will begin soon.
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#CMGRHangout presents: How Purpose Will Power Future Online Communities
Fri, May 27, 2:00 PM
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Back in January, +Susan Silver approached us about doing a panel on mental health and communities during Mental Health Awareness Month (May). Thankfully +Liz Crampton's CMX article 10 Common Misconceptions About Community and Your Members’ Mental Health (http://cmxhub.com/mental-health-in-community/) combined with a discussion +Evan Hamilton started on the CMX Hub (https://www.facebook.com/groups/cmxhub/permalink/1088436037846631/) reminded us of Susan's suggestion. While we have talked about Self-Care for Community Managers, we haven't really spent any time digging into how we can help our communities in this area. Until now.

"I really do believe that community managers have the power to improve people's lives by giving them a place to belong. Perhaps when other outlets are dim. I don't think technology has to be alienating. It is how we use it that matters most." —Susan Silver

Join us for this week’s #CMGRHangout panel on Friday, May 6th at 2pm ET/11am PT to discuss how we can help support our community members in their mental health journey and create an environment that creates a sense of belonging.

+Christin Kardos and +Sherrie Rohde will be hosting the hangout with +Tim McDonald, +Susan Silver and +Laura Small on panel. +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

Q1. What does "mental health" mean to you?
Q2. Why are initiatives like Mental Health Awareness Month important?
Q3. How can you watch for signs of someone struggling with mental health in your community?
Q4. How can you help support a community member?
Q5. How can you help your community work together to provide a supportive, or safe, environment?
Q6. What are good resources to share with those battling mental health issues?
Q7. What other tips do you have for encouraging positive mental health in your community?

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RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.)

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
This Hangout On Air is hosted by My Community Manager. The live video broadcast will begin soon.
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#CMGRHangout presents: Encouraging Positive Mental Health in Your Community
Fri, May 6, 2:00 PM
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Superuser programs are a fantastic way to truly elevate the leaders in your community, thank them for their contributions and empower them with what they need to continue helping others in the community move forward. Developing a superuser program is no small feat as it involves creating the concept, getting executive buy-in, creating a selection process, making sure your branding and messaging are right before going live, reaching out to your first round and presenting them to the rest of the community in a way everyone can be excited about. And really, that's just the beginning.

Join us for this week’s  #CMGRHangout  panel on Friday, April 22nd at 2pm ET/11am PT to discuss superuser programs with community professionals who have been there, done that.

+Jonathan Brewer and +Sherrie Rohde will be hosting the hangout with +Stuart B, Holly Goldin, +Charlotte Kubler and Nathan Maton on panel. +Carrie Keenan will be moderating the Twitter chat using  #CMGRHangout .

Discussion Questions

1. For those who aren't familiar, what is a super user program?
2. How do you communicate the value of the program to new community members?
3. How do you communicate the value of the program to internal business leaders?
4. Are your superusers internal, external, or both?
5. What do you look for when identifying superusers?
6. How do you determine which channels to focus on for your superuser program?
7. How do you develop a program that truly feels valuable to the superuser?
8. How do you grow superusers once they're in the program?
9. How do you leverage your superusers to grow the community?
10. What other tips do you have for creating or working with a superuser program?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.) 

Chat: You can watch here and/or follow the conversation on Twitter using  #CMGRHangout  .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
This Hangout On Air is hosted by My Community Manager. The live video broadcast will begin soon.
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#CMGRHangout presents: Super User Programs
Fri, April 22, 2:00 PM
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Batman is a Community Manager. Agree or disagree? Here's why Patrick Hellen, who suggested this week's topic, says he is:

1. He has a Bat-Family that he relies on for help, just like we do with other stakeholders.
2. He has a large community that he is responsible for stopping trolls and jokers to protect.
3. He, like us, is trained in several forms of bad-ass martial arts.

So with Batman relying on Robin to keep him sane, technology keeping Iron Man alive, The Hulk being an example of even the angriest member calming down eventually and even Superman not being able to solve everyone's problems … it seems there is quite a bit we can learn from superheroes. Join us for this week’s  #CMGRHangout  panel on Friday, April 8th at 2pm ET/11am PT to have some fun looking comparing your favorite superheroes to your community role!

+Jonathan Brewer, +Patrick Hellen and +Christin Kardos will be hosting the hangout with +Jenn Chen, +paula rosenberg and +Adrian Speyer on panel. +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using  #CMGRHangout .

Discussion Questions

1. What can community managers learn from Batman?
2. What can community managers learn from Superman?
3. What can community managers learn from Black Widow?
4. What can community managers learn from Captain America?
5. What can community managers learn from The Hulk?
6. What can community managers learn from Wonder Woman?
7. What can community managers learn from Iron Man?
8. What can community managers learn from Thor?
9. Who is your favorite super hero? What can community managers learn from them?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.) 

Chat: You can watch here and/or follow the conversation on Twitter using  #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.
This Hangout On Air is hosted by My Community Manager. The live video broadcast will begin soon.
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#CMGRHangout presents: What Community Managers Can Learn from Superheroes
Fri, April 8, 2:00 PM
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Your Source for Community Management
Introduction
We #CMGRHangout on Google+ & Twitter every Friday at 2pm EST. Join us for Community Manager Appreciation Day (Jan 27, 2014) at cmad.co and #CMAD!

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