Adapting Your Community Strategy Through Organizational Changes
"Peers Over Beers," hosted by seasoned community experts Chris Detzel and Nicole Saunders, is a podcast that dives deep into the world of online communities. In this particular episode, the duo explores the challenging topic of navigating change and maintaining stability as a community manager amidst management turnover and significant organizational changes.
Nicole opens up about her experiences at various startups and at Zendesk, sharing insights from a roller-coaster career where she had to adapt to five different managers over a span of 6.5 years. The conversation centers around the crucial importance of adaptability in a community manager's skill set.
Chris and Nicole discuss several essential strategies for managing change and uncertainty, beginning with the necessity of a clear vision for your community. They emphasize that the vision should remain constant, regardless of the organization's changes. It should inherently drive value for both the business and the end-users, being independent of any single organization.
They further elaborate on the importance of documenting your community programs and their impact, along with building cross-functional relationships as internal advocates within the organization. They advocate for showing urgency, delivering results, and welcoming change rather than dreading it.
Nicole's quote, "Your community should have an objective that is kind of agnostic to all of that. It should be something that drives value for both the business and the end users that is not dependent on a single organization," encapsulates their philosophy.
Chris concurs, adding that community managers must consistently show the value they bring to the business. He says, "I think people do to some degree, right? I think we have to continue to build out the programs, build out the value and act as every other department does to show what value we bring to the business."
They further discuss how a community manager can smoothly transition knowledge and programs through organizational changes. For instance, Nicole recommends having quarterly reports to track and showcase community progress and impact.
Lastly, Chris emphasizes the importance of forging cross-functional relationships and nurturing champions within the organization, thus amplifying the influence and reach of the community manager.
The episode is a treasure trove of wisdom and practical advice, offering community managers the tools and mindset they need to thrive, even in the face of constant leadership and strategic changes.
Creators and Guests
Host
Chris Detzel
Chris is a versatile Digital Community Strategist with several years of experience. He has owned community vision, strategy, and execution. He is responsible for leading the development and execution of community engagement programs, creating compelling content for customer communities and acts as the voice of the customer. He believes that data should drive decisions as it is the key element of any long-term successful strategy.
Host
Nicole Saunders
As Director of Community at Zendesk, she oversee the Community Team (part of the Global Digital Experiences team), set strategy, define policy and governance, develop and launch new community products, and engage our user community. Our programs include: an online community, virtual events, user groups, community champions, customer advocacy, and an annual global virtual community summit.