🔓 87: Acceptable trash talk

Erica and Brian take a close look at how to create compelling community user guidelines.

• Community Industry News:

  • Evan Patterson joined tender.ai as Head of Community & Partnerships

  • Lizzie LaCour joined Softr as Community Lead

  • Gabrielle Leith joined Grapevine as Community Manager

  • Paola Johnson was promoted to Director, Community and Customer Advocacy at Thoughtspot

  • Kristen Meren joined TalkBase as Community Manager

  • Jessica West joined Temporal Technologies to manage Developer Relations and Community

  • Caroline Valitutto joined Well Traveled as Community Manager

  • Stephanie Salsini joined G2 as Community Manager

  • Matt Cross joined Pros & Content Community as Community Manager

• Community User Guidelines:

  • Xbox

  • Gong

  • Sephora

  • Nanit terms and participation guidelines

  • Flickr

🧵 86: It’s all about culture

“Are there certain company characteristics that are indicators whether a community will have a higher chance of success?” — Brian Koffler

🔓 85: A map of your brain

Erica and Brian dive deep on how to translate your strategy into action.

• Community Industry News:

  • Danhel Fajardo joined Vyond as Senior Community Specialist

  • Jephtah Abu joined AhoyConnect as Product Community Manager

  • Krystal Wu joined OpenSpace as Sr. Community Program Manager

  • Dani Weinstein joined SAP as Director, Community Strategy

  • Jennifer Hudnet was promoted to Sr. Community Manager at Salesforce

  • Karolina Linda was promoted to Director of Community Management at Dynatrace

  • Sabrina Hockett was promoted to Manager, Community Advocacy and Marketing at Mulesoft

  • Aaron Weiss joined Procore Technologies as Senior Community Manager 

  • Corey Denis was promoted to Head of Community, Social, Content - Small Business, CS at Intuit

  • Anne Traeger Young was promoted to Director, Trailblazer Community Strategy and Operations at Salesforce

  • Julieta Cygiel joined Venafi as Community Manager

  • Oana Filip joined Pixieset as Communication and Community Manager

  • Carmelito Bauer joined ZAM as Contractor Associate Community Manager

  • Nicole Long joined Campus Founders as Community Manager

  • Commsor, Insided, and Gainsight have partnered to launch a new FREE on-demand course on how to drive customer success through community

• Translating Your Strategy To Action

  • Asana, Monday, Trello, Microsoft Project, Smartsheet, Quip

• Aftershow:

  • Community Life #3 with Brian Oblinger

  • Having fewer kids will not save us from climate change - Vox 

🧵 84: Don’t expect miracles

“What are the biggest things you tell companies to watch out for when they come to you with the idea of ‘I want to launch a customer community’ for the first time?” — Udit Lakhotia

🔓 83: Expert elitism

Erica and Brian explore how Autodesk, Splunk, and Salesforce built pages for their superuser programs.

• Community Industry News:

  • DL Grant joined Commsor as Community Operations Manager

  • Isabel Ruiz joined Mews as Community Manager

  • Cody A. was promoted to Community Support Specialist at Reddit

  • Mike H. was promoted to Community Engagement Manager at Reddit

  • Leah Knowles joined Vanta as Community Lead

  • Thea Silayro joined G2i as Community Manager

  • Melissa Ly joined Auditboard as Community Manager

  • Emily Hanssen Arent joined Hibob as Head of Community

  • Jessica Hobbs joined CMX as Director of Community Programming

  • Community Launch Guide — now in German!

• Superuser Program Pages:

  • Autodesk Expert Elite Program

  • SplunkTrust

  • Salesforce MVPs

🧵 82: A room full of mercenaries

“NFT and Web3 communities: does financial incentive dilute the sense of community? Is financial incentive/interest a good 'common interest'?” — Ilker Akansel

🔓 81: I love a good seasonal engagement program

Erica and Brian explore how OpenSpace and Guru delivered great engagement programs.

• Community Industry News:

  • Valentina Ruffoni joined Disciple Media as Community Experience Lead

  • Caroline Park joined Atlassian as Senior Manager, Community Engagement

  • Kristie Presten joined Tasktop as Community Manager

  • Carla Doty was promoted to Community Director at Yelp

  • Celina Zamora joined ServiceNow as Community Engagement Manager & Strategist

  • Shane Whaley joined FareHarbor as Head of Community

  • Ben Garrison joined Zscaler as Technical Moderator and Knowledge Manager

  • Katie Ray joined metadata.io as Head of Community

  • Kimberly Ndola joined Wonder as Community & Content Strategist

  • Cat Martinez joined Twilio as Principal Developer Community Engagement Manager, Developer Programs

  • Donna Nicholson was promoted to Community Engagement Manager at Reddit

  • Melodie Malfa was promoted to Senior Community Manager at Yelp

  • Erin H was promoted to Community Engagement Manager at Reddit

  • Clare Stager joined Seed Health as Employee Experience and Internal Community Manager

  • Nicola Lyons was promoted to Head of Community at Andela

• Engagement Programs:

  • OpenSpace Easter Egg Hunt

  • The 12 Days of Guru

🧵 80: Get aligned

“How best to approach when you work for an org that already has a wider community - but you're asked to build a secondary community for something more niche? The wider community is managed by a different department than yours, also.” — Gabrielle Leith

🔓 79: Even Littler Erica

Erica’s Mom, Donna, joins Brian on this extra-special birthday episode to talk about an award Erica won in high school, her history as a criminal mastermind, and how the daughter of a dentist became addicted to candy. Happy Birthday, Erica! 🥳

🔓 78: Begin again

Expanding the number of use cases your community addresses beyond Support.

• Community Industry News:

  • Sarah Wylie joined 6sense as Communities Marketing Manager

  • Lauri Wansley joined HubSpot as Senior Manager, Community Managers 

  • Karina Meza was promoted to Community Manager at Fiverr

  • Amanda Petersen joined Siemens as Community Innovation and Incubation Lead

  • Angela Keck joined Understood as Senior Community Manager

  • Saumya Bagga was promoted to Manager, User Community Support at G2

🧵 77: Shattered

“How do you rebuild trust in a community where trust has been shattered?” — Cole Zerr

🔓 76: Combo pages

Erica and Brian explore Zendesk and Atlassian community landing pages.

• Community Industry News:

  • Katharina Koidl joined Equalture to run Community & Events

  • Emily Lakin was promoted to Head of Creator Community at Patreon

  • Yurii Lazaruk joined CodeControl as Community Manager

  • Ramona Hategan joined Nordcloud as Community Manager

  • Punnya P joined Gurucul as Manager of Online Global Communities

  • Grace Cheung was promoted to Sr. Manager, Community & Social at Lattice

  • Danny Wurst joined Atmosfy as Head of Community

  • Lorena Seco de Herrera Ortega joined Quantexa as Senior Community Manager

  • Kristian Ugguccioni joined Goose Chase as Head of Community

• Combo home pages:

  • Zendesk

  • Atlassian

• Aftershow: #vanlife

  • jessica.over.yonder

🧵 75: We’re not that important

“How do you handle ‘turning off’ when your community is always on?” — Alex Angel

🔓 74: Leading thought

How to bring Thought Leadership into your community to expand your reach, engage senior personas, and inject your perspective into an industry.

• Community Industry News:

  • Brittany Edwards joined NinjaOne as Technical Content and Community Manager

  • Tracy Maurer joined LumApps as Customer Community Manager

  • Ricardo Navaro joined Stripe as Developer Community Marketing, Global Lead

  • Jami Diaz joined LG NOVA as Sr. Manager, Ecosystem Community

• Thought Leadership + Community:

  • Community Club

  • Alteryx

  • Culture Amp

  • Hubspot

  • Drift

  • Marketing Nation

  • Salesforce

🧵 73: Very boondoggle-y

“What are your thoughts on an in-person Community summit? When is a good time in the Community lifecycle to consider hosting one? What benefits/ROI do you expect from it?” — Lauren

🔓 72: People who say nice things

How to build a successful advocacy program.

• Community Industry News:

  • Jessa Brown joined Alma as Senior Manager, Community Engagement

  • Tess Brown joined Outreach as Senior Program Manager, Community Engagement

  • Marjorie Anderson joined Product School as Director of Community

  • Manuel Hernández joined Thrivable as VP, Community & Partnerships

  • IIham Boulghallat joined Cisco as Head of Community Programs

  • Samantha Sorscher joined Fiverr as Team Lead, Community & Social Impact

  • Victor Rubio Rivera was promoted to Sr. Manager, Community Engagement at Public.com

  • Jocelyn Hsu was promoted to Director, Creator Community at Picsart

  • Sokwo Gospel joined YOGO as Community Manager

  • John Yates joined Higher Logic as a Senior Analyst 

  • Marie Sinkova joined MedVidi as Community Manager

  • Jennifer Serrat joined CoachHub as Coach Community Manager

  • Peter Broadley was promoted to Manager, Community Strategy and Engagement at CSA Group

  • Aaron White joined WalkMe as Community Events Manager

  • Christopher Shernaman joined CiscoMeraki as Community Platform Operations Manager

  • Evan Hamilton joined HubSpot as Director of Community 

• Advocacy:

  • Our episode on Superusers

  • Erica’s Customer Marketing Ecosystem slide

🧵 71: It ain’t dead

“How do you see the role of email in connecting with your community? And how do you see it changing?” – Hannah Whalen

🧵 70: Behaviors and indicators

“How can you gauge the 'health' of a community? What indicators or behaviors do you look for?” – Jessica Erhart

🧵 69: It pains me to this day

“What is one thing you wish you’d done better in the early days of your community careers?” – Scott Baldwin

🔓 68: The real work begins

Erica and Brian discuss the actions and activities you need to engage in directly after launching your community.

• Community Industry News:

  • Aima Atigari joined Remotebase as Community Manager

  • Tom Norman joined Craft Docs as Community Manager

  • Lalitha Wemel joined TechStars as Global Director, Engagement and Community

  • Nofar Ben Dror Paecht joined AppsFlyer as Head of Customer Community

  • Margaux Miller was promoted to Director of Community at Toptal

  • Maria Perminova was promoted to Community Operations & Strategy Manager at Miro

  • Mark Pergola joined AWS as Sr. Community Content Manager

  • Kathryn Percy joined Workday as Manager, Community Operations 

  • Piper Wilson joined Higher Logic as Consultant, Strategic Services

  • Emma-Jade Whightman joined n8n as Sr. Community Manager 

  • Alexandria Fuertes joined Keepler as Director of Community

  • Sarah Connor joined Tackle.io as Community Manager

• Related episodes:

  • Episode 40: The unsexy reality of launch planning

  • Episode 36: The stress test