It's time we learned more about one of our most active, fellow community members, Toby Metcalf. It's likely you've already seen his name come up beside some of the most helpful, poignant, and down-right polite comments in Internal Communities and External Communities. So who is this guy behind the bow tie? I had a chance to find out:
Emilie Kopp: Hiya, Toby. To start things off, tell us a bit about who you work for and what you do:
Toby Metcalf: I work for PTC, based in Needham, MA. We provide CAD software that helps some of the most innovative companies design things: John Deere, Lockheed Martin, KTM Mortorcycles to name a few. In addition to CAD, our IoT (Internet of Things) company, ThingWorx, helps products become smarter and connect to the internet. I am thrilled to work for a company that make so many other companies successful.
I am the Jive Admin for our PTC Community and ThingWorx Community. I am responsible for content, social media promotion, look and feel, and all aspects of the customer experience. I also teach PTC employees Jive best practices and how they can utilize our communities to interact with and learn from our customers. One of the best things I get to do is create a "social face" of PTC. This is done through my participation within our communities, as well as TweetChats; I have met so many smart people through them.
EK: Tell us more about the communities you manage. What business use cases do they support?
TM: Our communities are utilized for peer to peer support, as well as hosting private focus groups. They are places for our customers to help one another solve problems and share best practices. These are intelligent professionals willing to share their knowledge to help one another. On our PTC community, 80% of answers are provided by customers. I am very lucky to have membership that is so engaging and professional.
EK: So take us behind the scenes: how do you work to make this all happen?
TM: Well, for starters, my Jive WorkType is Energizer - Coach. Here's more on that: My Workstyle – Lead & Inspire | TobyMetcalf. PTC is full of outgoing people who believe in teamwork and are wiling to share knowledge. The offices are open rooms so it's easy to collaborate. When it comes to my work space, I'm usually working from my PC with my two large monitors, which I love. If I'm working via mobile, I'm using my Samsung Galaxy S5, since I prefer the large screen.
EK: How about the software apps you can't live without (besides Jive, of course)?
TM: Here's my must-have list:
- Twitter: I use for social listening and tweeting coded URLs that take customers to solutions within my community - I love to share the good stuff.
- Hootsuite: Makes scheduling tweets easy.
- OneNote: Along with being a community manager, I am also a project manager and OneNote helps me run, document, and summarize meetings.
- Trello - I have too many projects for Outlook alone. So I create a Trello board for each week with 3 categories (Project, In Progress, Shipped). It makes is very easy to stay organized
- Outlook - Enough said.
- Spotify - Music soothes the savage beast.
- Tweetchat.com - Makes it easy to follow and participate.
- Google Analytics - You cannot improve what you are not measuring; you need to track those UTM codes.
EK: OK, since you are on Twitter so much, it's time for some quick-fire questions. Let's see your answers in 140 characters or less.
What's your best time-saving trick?
TM: Learn to say no.
EK: What do you listen to while you work?
TM: On Spotify: The Who, A Capella, John Coltrane. Plus local news and sports talk. In Boston we take our sports and politics seriously.
EK: How do you balance work and life?
TM: I work when I have projects to ship. I get out of the office when it's slow. I coach hockey and lacrosse and love to cook.
EK: What's your favorite non-computer gadget?
TM: My collection of pans. Making my own stock and risotto is soooo rewarding.
EK: What's the best advice you've ever received?
TM: It's all about the Little Things. A life lesson that's simple and brilliant.
Thanks for a glimpse into your world, Toby. And thanks for the great participation.
Jive Community: Please join me in thanks and say hello to Toby!