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Re: Examples of Champions / Advocates approach
Toby Metcalf Feb 27, 2018 5:46 AM (in response to danthomas)Hi Dan,
When at PTC, I created a Community Champions program that increased answer rate as well as engagement. I did not have a staff so my Champions were also my eyes and ears to help me moderate content as well as move it as needed. In addition, they had my cell so if on vacation, they could alert me to issues within or the Jive platform itself. They were invaluable!
Happy to provide more info as needed.
Cheers,
Toby
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Re: Examples of Champions / Advocates approach
clairelesage Feb 27, 2018 7:40 AM (in response to Toby Metcalf)Hello Toby Metcalf
Your answer is really appealing ! what does your program consist of ? how would you animate your champions ? did you have anyway of reward ?
Best
Claire
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Re: Examples of Champions / Advocates approach
Toby Metcalf Feb 27, 2018 8:28 AM (in response to clairelesage)1 person found this helpfulHowdy Claire,
The community was a peer to peer support group of high level engineers so swag was not a motivator. I personally reached out to top contributors with the idea of a Champions program and I wanted to publicly recognize them for what they were already doing. Champions were formally introduced with a blog post and identified by a special badge on their profiles. We had quarterly meetings via WebEx to discuss the community, go over stats, discuss Jive features, submitted product ideas, and I would field their questions live. They not only had public recognition, but an internal advocate as well. We held a yearly conference in Boston and I would cover their attendance fee.
The exchange of information was awesome and they handled the loin's share of answers.Please let me know if you need more information.
Cheers,
Toby
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Re: Examples of Champions / Advocates approach
benfowler Feb 27, 2018 9:10 AM (in response to Toby Metcalf)How many champions was the right number for your program?
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Re: Examples of Champions / Advocates approach
Toby Metcalf Feb 27, 2018 9:26 AM (in response to benfowler)2 people found this helpfulHi Ben,
I had 20 Champions and they were such an asset.
I did not have dedicated support engineers or internal moderators to help me.
The amount of Champions can change by your question volume and the internal support you have: I started with 10 and moved to 20 in a year because of unanswered questions - I wanted to increase coverage through recognition :-)
Happy to chat more as needed.
Cheers,
Toby
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Re: Examples of Champions / Advocates approach
benfowler Feb 27, 2018 1:48 PM (in response to Toby Metcalf)Thank Toby!
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Re: Examples of Champions / Advocates approach
danthomas Feb 28, 2018 1:47 AM (in response to danthomas)That sounds fantastic toby, would love to hear more. Do you have a summary or perhaps we could put a webex together?
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Re: Examples of Champions / Advocates approach
Toby Metcalf Feb 28, 2018 8:13 AM (in response to danthomas)Happy to WebEx Dan Thomas - I could create a summary too once we clarify what info is most helpful.
Next week is pretty open for me - please shoot over a DM or use the emails on my profile :-)
Cheers,
Toby
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Re: Examples of Champions / Advocates approach
Kathryn Feb 28, 2018 9:03 AM (in response to Toby Metcalf)Could I join?
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Re: Examples of Champions / Advocates approach
Toby Metcalf Feb 28, 2018 9:08 AM (in response to Kathryn)-
Re: Examples of Champions / Advocates approach
Helen Chen Feb 28, 2018 11:33 AM (in response to Toby Metcalf)I would love to join this discussion as well. I do have an internal champions program at my current community, but have also run a program for a number of different external communities as well.
Helen
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Re: Examples of Champions / Advocates approach
esullivan_carbon Feb 28, 2018 11:50 AM (in response to Toby Metcalf)2 people found this helpfulHi Dan,
I've run many MVP/Champion style programs at several companies throughout the years. As Toby mentioned, they can be invaluable as the eyes and ears of the larger community, but they can offer so much more than just forum moderation, depending on your needs and the structure of your program. I have had Champions that were forum mods, content creators/testers, event speakers, product testers, message amplifiers, event organizers, product/brand ambassadors...the list goes on and on.
Over the years I found that nothing motivates them more than rewards and recognition (YMMV depending on your Champions.) Similar to Toby, I would hold monthly meetings with my Champions to give them a forum to be heard, review data/trends, etc, and to also ensure that they felt close to the company. And while swag and recognition were always nice, I found the one hook that they found most valuable was something I could provide that no one else could...NDA-covered company/product information. All my program members were under NDA, which allowed me to set up special presentations from PMs and execs involving new features, upcoming releases and product/company roadmaps, etc. My members told me over and over that this was the most beneficial feature of the program...and the best thing about it was that providing NDA info didn't negatively impact my budget!
Thanks
Ed Sullivan
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Re: Examples of Champions / Advocates approach
Toby Metcalf Apr 4, 2018 1:25 PM (in response to danthomas)Is this still an call we want to hold?
Cheers,
Toby
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Re: Examples of Champions / Advocates approach
danthomas Apr 6, 2018 12:11 PM (in response to danthomas)Sure, I can share our approach too if people are interested :)
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Re: Examples of Champions / Advocates approach
Toby Metcalf Apr 6, 2018 12:23 PM (in response to danthomas)Very cool!
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Re: Examples of Champions / Advocates approach
Kathryn Apr 6, 2018 1:34 PM (in response to Toby Metcalf)I'm in if I'm available!
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