Rachel Duran is no newcomer to community management. She's written some excellent blogs in the Jive Community including 5 Tips for Becoming an Expert in Your Community and also 5 Reasons Why An Internal Community May Not Be Right For You. She'll also be speaking at JiveWorld14 for a session called Connect the Dots: How RadioShack created viral internal engagement.
Rachel's got enthusiasm you can almost smell. Okay, maybe you can't smell it, but you sure can FEEL it.
Get the feeling for what it's like to be in Rachel's shoes by reading more below!
Libby Taylor: Let's start with the obvious, where do you work?
Rachel: I work for the RadioShack Corporation. RadioShack is an international electronics retailer with 4,500 company-operated stores in the U.S. and Mexico and over 900 dealer and partner locations worldwide. The company was founded in 1921 (93 years old!) and is based in beautiful Fort Worth, TX.
LT: And what do you do?
Rachel: I am one of our two community managers (shoutout to ahawkins) that are dedicated specifically to our two Jive communities. Our internal community launched at the end of April 2014 and has over 15,000 registered users today, with a 60% active rate. That community is like my third child! Our associates and field leaders amaze me every day with their brilliance and passion, and even our CEO gets in on the fun daily. Our external mobile support community is a great place to get answers for your techy woes.
LT: How do you use Jive (internal, external, etc)?
Rachel: Today, we are very focused on our internal community. My responsibilities lie primarily in adoption, engagement, and content management strategies. I spend my days evaluating community needs for content placement and governance; managing our executive engagement program; planning gamification strategies; working with other departments to form contests and engagement strategies; facilitating training for the community; and managing the moderator team.
Rachel in action: Presenting on the internal community and gamification at RadioShack's field leadership summit.
LT: Mac or PC?
Rachel: I have a Windows laptop that I can dock/undock quickly (perfect for those emergency meetings). But when I'm docked at my desk, I love my huge side monitor. I need to see all things at once!!
Rachel also needs to see what's happening outside and she has a huge window to do so. #windowenvy
LT: What's your mobile device?
Rachel: I have an iPhone 5s. My recent upgrade decision revolved heavily around my need for the new Jive app, since we run our internal community on Jive 7. iPhones are easy to use; I'm a PC girl, but my phone has to be Apple.
LT: Pick one word that best describes how you work.
LT: What apps/software/tools can't you live without?
Rachel: Like I said, I HAVE to have the Jive app. When you run a community, you have to be able to consume content and navigate the way your users do. That practice I've had for years and it's saved me from running into huge problems with adoption and training. I also LOVE Pixlr. It's fantastic for whipping up a visual tool for a Jive Doc. And I absolutely cannot live without Google Docs!
LT: Do you have a favorite gadget?
Rachel: I don't leave the house without my RadioShack key-chain power bank. I have a double USB car charger that charges the key-chain and my phone and the same time, so I always have backup emergency power!
LT: Do you have a favorite to-do list manager?
Rachel: I love the Calendars 5 app. I have to see color coded tasks, events, and personal all in one place or I over commit easily.
LT: What you surround yourself with is important. What is your workspace like?
Rachel: It's very colorful and bright! That keeps my disposition quite cheery. It also has reminders of my favorite things, like tons of pics of my kiddos and hubby, my companion cube cookie jar, and my Borderlands 2 art book.
Impossible not to be cheery looking at that baby face.
LT: Pictures are important, so is sound... do you listen to music while you work?
Rachel: I listen to a lot of metal and dubstep/rap; Bring Me The Horizon and Big Chocolate are my go-to energy boosters. I also get down to Beyonce's new album, but I have to be careful not to start randomly singing out loud with my headphones on!
LT: Can you share your best time-saving trick?
Rachel: Delegation. You're not always the best person to implement your vision. I recognize and deploy pieces of my big picture to those who know how to make them happen best.
LT: How do you balance work/life?
Rachel: This is always a tough one, especially when your job is in social media sites that have an app! My moderators are trained and empowered to handle minor upsets and are fantastic about escalating major issues appropriately. Standard operating procedures combined with rewarding and empowering your best users are key to being able to put down the phone and enjoy your family, friends, or you time.
LT: I almost hate to ask this since I see you have a baby... What's your sleep routine like?
Rachel: Yes, I have an 8-month-old, so my sleep is anything but routine.
LT: Sleep deprivation can be torture, so let's move on... Are you more of an introvert or an extrovert?
Rachel: Extrovert, for sure! I thrive on sharing ideas with others. I'm not afraid of being silly or grabbing the mic.
LT: What's the best advice you've ever received?
Rachel: I received this advice from my CEO at Ilfusion Creative (where I was the Director of Social Media Strategy): "You can't fall on every sword. Pick the battles that most need to be won, and fight those with the full fury of your passion." I want everything to be exactly right, but have had to learn to love the art of process.
LT: Fill in the blank...
Rachel: I'd love to see ___ Will Rose ___ answer these same questions.
LT: Pretty cool stuff. Check out this photo of Radio Shack's social media command center when they ran the surprise Super Bowl ad! (That's Rachel in the front, left)
To thank Rachel Duran for her responses to this interview, I've made her a magical montage of the people, things, and terms that capture her workstyle. And it's in a handy dandy Facebook timeline cover-size in case she wants to highlight her workstyle there.
If you would like to participate in the How I Work series and get a cool #workstyle graphic like the one above, just let me know!