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Jennifer Koren Looking for feedback on if it's better to build and establish an internal community first before focusing on the external community..

99 weeks ago from Community Managers

Ryan Paugh: Jennifer, tell me more about your organization. I read both of your questions and want to understand what you're trying to build. I'll do my best ...MoreJennifer, tell me more about your organization. I read both of your questions and want to understand what you're trying to build. I'll do my best to help.
99 weeks ago
Jennifer Koren: Ryan - Thanks!...not sure if you remember me from last year - referred by Justin Goldman..etc. I went in a different direction for a while but ...MoreRyan - Thanks!...not sure if you remember me from last year - referred by Justin Goldman..etc. I went in a different direction for a while but now back w/ the guys about to launch an external/internal community. Looking to build an external community for clients to have training/support on how to utilize our product and then share feedback/ideas w/ other clients. Want to use same platform to have an internal community for staff (call center, sales, marketing..etc..). I am starting from scratch and building from the ground up and brand new to community management so I could use all the help..insight..how to's as possible. Love this community - always helpful and full of information.
99 weeks ago
Stephen Spector: In a past job, we tried to build a single community with a wall b/w internal and external where people could post what they wanted within the ...MoreIn a past job, we tried to build a single community with a wall b/w internal and external where people could post what they wanted within the company and a group of community folks would decide what could go over the wall. This was too complicated and was not successful. My company has now created a new internal group separate from external communities which I think is a mistake - who has time to monitor 2 groups instead of 1? I like one community best.
99 weeks ago
Ryan Healy: Stephen - I'm curious to hear more about the past community with a wall. Who was in control of what content went through the wall and what ...MoreStephen - I'm curious to hear more about the past community with a wall. Who was in control of what content went through the wall and what didn't, and what was the wall "protecting?"

99 weeks ago
Stephen Spector: My boss and I were the official wall with legal looking over our shoulder. The issue was that any item that we blocked was seen as critical from ...MoreMy boss and I were the official wall with legal looking over our shoulder. The issue was that any item that we blocked was seen as critical from the person who posted it and did one of the two things: a) made our life a pain by brining lots of legal folks into an argument b) ignoring us and setting up their own sites which would be the place for posting; Option b was used a lot and instead of 1 external site controlled by the company we got over 20 new sites that had all sorts of "headache" info that was not supposed to go out.
As for content itself, most of it was roadmaps, feature ideas, help guides, etc which was not too much of a big deal but we did have lots of contracts with MSFT that prevented a lot of info from not getting out. By them choosing (b) we ended up breaking legal contracts and the blame went to my boss and I since we were the "official" wall.
It is interesting to note that we now have 1 external community for people to use and they still like their own mini sites, however legal has gotten larger and has dedicated folks to shut down these mini sites.
99 weeks ago
Ryan Healy: Very interesting. Thanks for the explanation, Stephen.
99 weeks ago
Jennifer Koren: Stephen - when you say you like one community better, are you stating that it's better to have one or the other? I can see why you're not in favor ...MoreStephen - when you say you like one community better, are you stating that it's better to have one or the other? I can see why you're not in favor of 2 communities because it's a lot more work! I am switching to only focusing on an external site for clients first.
98 weeks ago
Stephen Spector: I actually currently end of posting content on about 7 communities to ensure that people all over get content. Still trying to improve my ...MoreI actually currently end of posting content on about 7 communities to ensure that people all over get content. Still trying to improve my automation skills of cross-community posting but it is taking time to get everything setup. As for amount of work, always better to leverage others so doing less is best solution!
98 weeks ago

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