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LiNC'16 Unconference

LiNC'16 Unconference
Want to participate in LiNC's Unconference? This is your chance to drive the LiNC agenda and share the experience!
We just launched our super user program this year and had our first quarterly council call with them today. Would love to talk with others more around what works and what doesn't work. Happy to share our experiences developing and launching the prog... See more...
We just launched our super user program this year and had our first quarterly council call with them today. Would love to talk with others more around what works and what doesn't work. Happy to share our experiences developing and launching the program as well.
Hi!   I'd like to talk about a healthy community member balance and the fine line between when and what to control in a community and when to leave it untouched. For example, our communities have a high answer rate since the time we implemente... See more...
Hi!   I'd like to talk about a healthy community member balance and the fine line between when and what to control in a community and when to leave it untouched. For example, our communities have a high answer rate since the time we implemented a safety net using our own support agents to answer unanswered threads on the community. Before, not every question got a response and to ensure no user got left behind, this safety net was implemented. It's interesting to see how dynamics have changed in our community balance, and how, for some of our communities, our agents are starting to answer more topics than our superusers. Sometimes I wonder if the negative side effect of this safety net is a cannibalization of the community and how you could turn this around again. (for example, pull back and step back)   Wonder if anyone out there has any experience with situation whereby programs have somehow changed the balance in the community (Yoda, I feel a disturbance in THE force!) and how they dealt with such a situation   Thanks! Wendy
Here is an idea I'm happy to lead if there is enough interest.   Last year, I changed jobs from being a Platform Manager to managing a team of Community Managers. I would like to meet with other managers of Community Managers to better understand ... See more...
Here is an idea I'm happy to lead if there is enough interest.   Last year, I changed jobs from being a Platform Manager to managing a team of Community Managers. I would like to meet with other managers of Community Managers to better understand management practices (specific to managing Community Managers) that have helped them, challenges they face, how they coach experienced Community Managers, career guidance & resources they use for Community Managers, what are their job/performance expectations from their teams and how they evaluate these, how they measure and reward team success etc.   The above is also valid for Community moderators. 
Would anyone be interested in a more in-depth look at hosting an ideation program? There seemed to be a fair amount of interest last year, based on the number of people who came up to me after the panel I was on.   If there's enough interest, I'... See more...
Would anyone be interested in a more in-depth look at hosting an ideation program? There seemed to be a fair amount of interest last year, based on the number of people who came up to me after the panel I was on.   If there's enough interest, I'm happy to lead a discussion that delves into questions people have about running a program. And anyone else who has run one is welcome to join and provide their experiences as well.
Tags (2)
Anything around automation / bots. The future of support is around that, so would love to talk about what folks are doing about that in their community and brainstorm ideas. There are many players out there (Google included) around machine learning... See more...
Anything around automation / bots. The future of support is around that, so would love to talk about what folks are doing about that in their community and brainstorm ideas. There are many players out there (Google included) around machine learning so hoping to see who would be interested to talk about that.
Hi all. Our communities are quite mature after 6+years and we offer our community in 6 languages today. Over the years we have implemented many programs to keep our communities running healthy. We have a superuser program (our fantasic HP Expe... See more...
Hi all. Our communities are quite mature after 6+years and we offer our community in 6 languages today. Over the years we have implemented many programs to keep our communities running healthy. We have a superuser program (our fantasic HP Experts) , review metrics regularly, analyze the user experience and have a team of fantastic agents to ensure no customer gets left behind.   Taking our German forum as an example, it's such a smooth running community. The only challenge we're facing in the last year(s) is growth.Metrics have been quite stable, volume doesn't rise as much as before.   How do we take our communities to the next level, it feels today, it's so mature and saturated.   It's been on my mind a lot lately, ad quite challenging especially considering the fact that our community is support focused and many customers come with a problem, get a response/solution and never come back again. It's not very "sexy", nor is there a specific common ground that users have when they come visit us, besides their product issue. We have links to our forum everywhere but most customers will find us through a search engine. How do we grow from here. I so welcome all the ideas!   Thanks Wendy  
It is no secret that strategic execution of customer service is critical to retaining loyal customers and promoting the success of consumer-facing businesses. These companies need to be overly prepared to accommodate the needs, concerns and growing ... See more...
It is no secret that strategic execution of customer service is critical to retaining loyal customers and promoting the success of consumer-facing businesses. These companies need to be overly prepared to accommodate the needs, concerns and growing expectations of their main supporters.   Forward-thinking technology from the industry’s most innovative thinkers is allowing executives to tackle challenges emerging from the evolution of customer service. How are artificial intelligence and big data improving how businesses connect with their customers and providing them with a feeling of importance? This session will explore the ways artificial intelligence is revolutionizing Customer Relationship Management through chatbots and the most active social media channels. Customers are no longer interested in spending extended periods of time on a phone call listening to scripted responses. Enterprise companies in the airline, banking, cpg and insurance sectors are  training AI assistants on archived call center transcripts to handle routine work while empowering their customer service agents to meet greater challenges. Through the integration of human expertise and artificial intelligence, companies are able to increase the efficiency of its call center agents, free up the average time for each transaction and improve overall customer experience.    Mikhail Naumov, chief strategy officer at DigitalGenius and 2016 Forbes 30 Under 30 member can share a unique perspective on the future of chatbots in customer service and how they will continue to impact the space.     
I frequently wonder what organizational structure has helped teams best manage their communities.   I am interested in the roles you have within your organization and their specific responsibilities. I would love to understand how other companies ... See more...
I frequently wonder what organizational structure has helped teams best manage their communities.   I am interested in the roles you have within your organization and their specific responsibilities. I would love to understand how other companies have defined roles and their respective areas of ownership.   I am guessing everyone has a view of how we divide up community management, moderation, administration, top contributor programs, engagement, events, measurement. I would like to hear how others have set up their teams to drive results. It would be good to understand what has and hasn't worked.  I would also like to understand the structure for a company that manages multiple languages or instances of their community.
I won't be there (unfortunately) but I think it would be great to have a discussion around new feature ideas for brands that use LSW.    In particular, I'd be interested in brainstorming how we can bring gamification into LSW to drive productivity... See more...
I won't be there (unfortunately) but I think it would be great to have a discussion around new feature ideas for brands that use LSW.    In particular, I'd be interested in brainstorming how we can bring gamification into LSW to drive productivity and efficiencies. Examples include: badges for team members that meet certain targets (service level, volume, sentiment, customer kudos) which get called out on the team dashboard. OR: award badges to team members that are experts in certain areas (maybe tie into the expert feature).    These are just some ideas to get the group started.  Keep me updated whether this made it to a group discussion and what the outcome was. 
1) Does every product get a board? 2) is it better to focus on audience driven approach?  3) Top tasks up front?   We wrestle with -- 'we are launching something new, we need a new area' mentality
One of the areas that I struggle with is Super User motivation and engagement.   We have a mature community and Top Contributor program. Many of our Super Users have been a part of our Top Contributor program for a while and are no longer performi... See more...
One of the areas that I struggle with is Super User motivation and engagement.   We have a mature community and Top Contributor program. Many of our Super Users have been a part of our Top Contributor program for a while and are no longer performing at the levels they performed at historically. Some of these members have topped out of our ranking structure since we've been around for a while.   I would like to get a sense of any strategies or tactics that have helped you successfully managed these issues and address entitlement. I am particularly interested in gamification tactics.  
I've been thinking about this topic for awhile because I experience so many businesses who don't know the difference between audience and community (social vs. owned community, respectively--my language around this stuff). I believe it's important T... See more...
I've been thinking about this topic for awhile because I experience so many businesses who don't know the difference between audience and community (social vs. owned community, respectively--my language around this stuff). I believe it's important TO know the difference because, from an ROI perspective, a company hosting a community (...a forum...a Lithium instance) can expect better results (I'm open to debate on the use case differences) from people they engage in community vs. on social.   This is all very obvious and sets up the premise for my topic idea which is this:  Can you nurture new community growth by building relationships in social to eventually get someone to become a new owned community member? Is this a good idea? How have companies done this? Have specific parts of the community been created to accomplish this and give those "advocates who aren't necessarily customers" a way to convene together? Could this be a new way for companies to leverage advocates as a source of favorable, semi-impartial, searchable content.   In a related vein, I am sure there are Lithium customers out there who also struggle with smoothing the competitive waters between community and social sites, like a company Facebook page where there is more space TO engage (vs Twitter). Or perhaps there are companies who have Lithium instances and also still have company (or perhaps non-company sponsored) open or closed Facebook groups. How do you deal with that model and is your goal to get everyone into the main community or no?   To honor the history around this topic, Dr. Wu has been talking about this differentiation for awhile. I apologize. It's 6 years later and yes, businesses haven't figured it out. But! Maybe Lithium customers have and that's what I'd like this session to be about because my bet is there are innovators who can help mentor newer Lithium customers who are also interested in this topic. Looking for minds to come together to work the problem, solution, potential upsides or whatever else might happen.   rachel    
What if no one else believes in the community yet in your organization? What if your upper management already invested the $$ but don't grasp the meaning of it? Would like to hear what others have done to build and grow their community when there's ... See more...
What if no one else believes in the community yet in your organization? What if your upper management already invested the $$ but don't grasp the meaning of it? Would like to hear what others have done to build and grow their community when there's only been a handful of people utilizing it, or maybe even 1 person managing it for an extended period of time. How do you prioritize what to get done? How do you deal with day-to-day responsibilities and balancing the long term and short term vision of the community?
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