This document discusses empowering service organizations to take their communities to the next level. It describes how community roles have evolved from centralized roles like community manager in 2008 to more distributed roles like engagement manager and subject matter expert in 2013. It also discusses how user behaviors have shifted from passive users to active "superusers" who advocate, lead discussions, provide expertise, pioneer new uses of products, and volunteer to moderate. The document is a presentation by Joe Cothrel from Lithium on empowering communities.

1. Stump the Panel:
Empowering Service Organizations to
Take Community to the Next Level
Joe Cothrel | Lithium
10.22.2013

2. centralized to distributed
other blogs
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3. activities to outcomes
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4. web to mobile
Rimm-Kaufman Group Q3 2013 Digital Marketing Report
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5. manager to team
2008
2013
Business
Sponsor
Business
Sponsor
Community
Manager
Social Program
Manager
Moderator
Engagement
Manager
Analyst
Community
Manager
Administrator
Subject Matter
Expert
Moderator
Direct Support
Agent
Social Media
Manager
Social
Manager
Social Design
Expert
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6. user to superuser
six superuser behaviors
Type
Activity
Advocate/fan
• Recommends your products
• Defends the company against unfounded criticism
Community leader
• Takes a lead role in helping resolve issues on the community
• Provides advice and feedback to the community manager
Discussion leader
• Starts conversations; gets dialogue going
Expert
• Focuses on answering user questions
• Develops expertise in specific areas
Lead user
• Pioneers new uses of your products
• Provides feedback on products
Volunteer moderator
• Lets moderators know when posts need their attention
• Models good behavior
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7. contact information
Name: Joe Cothrel
Title: Chief Community Officer, Lithium
Email: joe.cothrel@lithium.com
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