Hey Community Managers: Let's introduce ourselves to each other!

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We at Get Satisfaction want to get to know you, and to offer the opportunity for you to learn more about each other as well. :) 

So let's introduce ourselves on this thread and chat! 

Please feel free to post:
  • Your Name
  • Your Company
  • Your Twitter Handle
  • Your Favorite Community Manager Tip
  • A Snippet About Yourself

The last topic is open-ended on purpose. You're welcome to post as much or as little information as you'd like. Do you have a fun photo to share? Favorite hobby outside of work? Delicious recipe? We're excited to hear about it! 

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Stephanie, Alumna

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  • super happy

Posted 3 years ago

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Roland Tanglao

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I'll bite :-)

  1. Roland Tanglao

  2. Mozilla (Thunderbird and Firefox for Android

  3. @rtanglao

  4. If an unpaid contributor asks for help, help them ASAP!

  5. #200KCameraphonePhotos, #CrossCountrySkiing, #ChangeYourLifeRideABike, #LindyHopSwingDancing, #MozillaOpenBadges, #VancouverCanada, #TheresMoreToLifeThanBooksYouKnowButNotMuchMore #80s :-)

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Caty, Alum

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I'm Caty Kobe and I lead community for Get Satisfaction. :) You can catch me on Twitter under the handle @catykobe where I'll tweet about community management (obvi), customer service, almost-anything related to social media, cake decorating, and adorable baby animals. I'm also a huge Instagram nerd.

My favorite CM tip is one that I have to remind myself of daily, and that is you cannot do it alone. As community managers it's our role to elevate the voice of our customers higher up in our organizations, and in order to achieve that goal we have to work cross functionally. Figure out how to work with teams in other departments (even if you are your own team!), know the difference between passion and obsession, think big picture, and learn to operate at scale. (Recommended reading: The Dark Side of Community Management by Maria Ogneva)

Fun fact? I never retweet/ repin/ share without first reading through the content and making sure it's good, and I have a shameless love for emoticons. :)
Hi Everyone! I am Tamera Rousseau-Vesta, Digital and Community Manager for Enterasys. We are a new Get Sat customer and are currently going through a change in company name so this should be a wild ride! You can follow me on Twitter @tamerarv where I spend most of my time talking about our technology, events, and of course, our community.

My favorite tip? Never stop learning about how you can make your community great! There is so much information provided by your community success manager (shout out to the awesome Lori Jenkins!) however, I am learning more and more from networking with other CMGR's on Twitter, FB, and in local meetups!

Little fact about me? When I am stressed, I bake... A LOT! One day, I came in with several dozen cookies (gluten free and regular) and dozens of muffins. There really are better way to unstress but I haven't found it yet! If asked, I will share my world famous muffin recipe..
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David Rowley, Alum

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Thanks for the follow, Tamera! :-)
I should have mentioned I am a bit of a Twitter-holic... Nice to meet you David!
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Caty, Alum

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Ahhh I love Twitter! You will definitely love #cmgrchat too, which happens every Wednesday on Twitter at 11am PT/ 2pm ET. It was founded by Jenn Pedde & Kelly Lux, and you can check out the archives here. :) I just keep a stream with that hashtag open in HootSuite at all times since people tweet about it 24/7.

I feel like there's other information that I was supposed to send you (but totally forgot - sorry!), so let me know if there's other stuff related to community management that you're interested in (preferably in a new thread). :)
I love that chat, amazing folks! I think we were just talking about seeing your example of a weekly/monthly community summary email.  Just get get a hand on what would be best to highlight for each team.  Thanks again!!
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Kristen Gastaldo

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Hey guys! I'm Kristen Gastaldo, Community Manager for Blackbaud. I work specifically on a customer community for Altru, our product offering for Arts & Cultural Nonprofits. You can find me at @kristengastaldo on twitter. 

My favorite tip? Get to know your members. Sometimes it's really easy to just watch the numbers. But I've found that the more I know about my members as people, the more I can target my messages. I can predict which posts are going to start great conversations. I take some time to research my members - what org they work for (all my members work at nonprofits), what their job title is, etc. Knowing that 35% of your audience work in membership lets you focus your content on things that are interesting to your members.

Fun fact? I run a seasonal, handmade market here in Charleston called the Lowcountry Artist Market. Basically Etsy.com in person! It's actually taught me a lot about community management - helping makers connect with each other, bringing a crowd to one place, and building something people want to be involved in!
Nice to meet you Kristen.  Do you have any tips for getting to know your member?  
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Kristen Gastaldo

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You too, Tamera. We have implemented Single Sign On with our community and our website, so I know who all my members are. From there, I look them up on Clarify (Salesforce-ish) or Linkedin - figure out what type museum they work for and their role. Then I can send them topics that I know relate. 
Great info!  Did you opt to not have social login as well?  We are using single sign but allow for social login if they choose.  It is sort of an experiment for us right now.  
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Kristen Gastaldo

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We went straight single sign on with our website. Most of our users actually told us they don't want to use social media with us. But my product is something they use for work - so maybe they just like boundaries!
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David Rowley, Alum

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Great post here, Kristen. :-) 
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David Rowley, Alum

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I'm not really a Community Manager, but I play one on TV. ;-)  Ok, not really--but I do spend some time doing stuff you'd consider "management" in this and other communities.  And I've been responsible for customer care in previous organizations without the benefit of a community platform like this.

  • My name is Dave and I'm with Get Satisfaction.
  • My twitter handle is @davidrowley, and you should really follow me. ;-)
  • Most of what I've learned about community management, I've learned by observing people like you. Patience and responsiveness are key, even if the timely answer isn't the final answer. My favorite tip is to define filters in Manage Workspace that should contain zero conversations--like new problems without a reply, or ideas without a status.  I will glance at these views every few days, and if I see the number of conversations in them > 0, I know we have work to do.  I use this as a "backstop" to make sure no incoming conversations have slipped through the cracks.  I also define views that search for specific keywords (e.g. other product names) so I can see how people think about Get Satisfaction relative to other solutions out there.
  • My fun fact isn't particularly fun, but it is pretty factual.  I've worked in a lot of very different domains throughout my career (all related to building technology products). The one common thread has been my focus on people--either through the application of human-computer interaction principles, or developing products that help enrich the work that people do. I feel lucky to be working on a product that not only enriches the work of my customers, but lets them enrich the work of theirs.

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Krista

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Hi all, this is fun!
  • I'm Krista Leitzke. 
  • I work on the DivX community for Rovi Corporation. 
  • Twitter: @kristafromvista although I honestly am pretty inconsistent about when I use it.
  • Community Management Tip? I think this goes for all things customer experience-related, but the art of listening is indispensable. And it truly is an art form, both to use with our customers and internal teams. Not just hearing what the say, but intuiting what is between the lines and the words. This can go both for troubleshooting a technical issue that someone has difficulty describing a problem as well as showing the empathy that keeps you customer-focused. 
  • Fun fact? I'll give one work-related and one non-work related. I speak three languages fluently (English, French, and Spanish). I lived for a few years in France and do a lot of multilingual support and translation reviews for DivX (is it just me or do Support people always wear many different hats?). Other fun stuff: I love many artsy things, specifically photography, painting, and fiction writing to keep the creative juices flowing in my spare time. 
Nice to meet you Krista.  Question for you..How do you utilize your listening skills to further conversations in your community?  Is it mostly support driven?
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Krista

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Nice to meet you too, Tamera. Our community is more Support-oriented at its core, but we've seen how listening can help product management/marketing as well. Sometimes user confusion (which is seen as a Support issue) actually reveals opportunities for products to be better designed or messaged, either through marketing efforts or UX/UI type of design. A basic support approach would just be to respond to the user(s) with the explanation for what they misunderstood. A listening approach is to take it one step further and let internal teams know where user confusion lies so that a strategic update to the product can be made, particularly where the confusion becomes widespread. 

An example that comes to mind from our community is that we've had a lot of users asking us either how to play DivX videos on Android mobile phones, or when we are coming out with a mobile app for Android. The funny thing is, a majority of Android-based smartphones are, in fact, already DivX Certified, which means that DivX playback is available out of the box and through the native android player. Users simply don't realize this. So on the support side we explain to users how to check if their device is certified and then how to use the functions. Internally, however, I've started using this feedback to brainstorm with product management about what we can do to make our DivX function more apparent to mobile users. One suggestion I had and seems to sparked the most interest is to include a stub app in our certification kit for partners, so there is an "app" with a DivX icon that lets users browse DivX files/launch them in the native player and also to have quick access to their DivX registration code (for playing purchased videos), which is normally buried deep within their phone's settings. So this doesn't necessarily change how our certification works on a technical level, it just addresses the fact that the market has bred an expectation for an app experience among users, so we would really expose our brand and bring new users into our ecosystem more effectively by presenting what we have in this format, even if it's not something that appears in the app market per se. 

I'm not sure if that addresses your question, but hopefully it helps. Feel free to let me know if it didn't though. :-)
(Edited)
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David Rowley, Alum

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Great example, Krista!
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Katie Lewis

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Hello! I'm Katie Lewis, the Online Forum Manager for the email marketing company Emma, Inc. My Twitter handle is @kathryndlewis.

My favorite community manager tip is probably to step away for a cup of tea if a particularly nasty topic pops up to give yourself a breath before concentrating on a response. Most of our customer interactions have been positive and helpful -- our customers are really great -- so when a difficult case arises, it can put a damper on the mood. I try to remember that I've had poor service experiences as a customer (and recently!), and it's my role to make sure that this isn't one of those times for my customer.

A snippet about myself: I write short stories and have two coming out this fall/winter, in Tethered By Letters and Regime Magazine. :)
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David Rowley, Alum

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Congratulations on your two new publications!

We did one thing in the new community app based on discussions we had with community managers who were having to deal with negative posts.  When you create a new conversation now, we provide a little "introduction to the experts" blurb and show their faces.  We thought that reminding the poster that they are dealing with real humans might discourage them from being so nasty.  It will be interesting to see what impact this has over time.  I agree (and my nomination for Caty's sainthood reflects this) that maintaining a positive and helpful demeanor under sometimes harsh circumstances is a critical skill for this job.
(Edited)
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Katie Lewis

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That's a great addition, David! I hadn't noticed that until just now. How clever.
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Kevin Phinney

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I think today to Make a Better Business it is to teach the Investments of your company what your employees and teach them the right way it might not be as smart as teaching them so fast and I know it's a fast pace of Life today but the old school business where their talks slow like it has an MMA black belt 3 years it's pretty quick if you get one for 5 years and we don't want it takes a little longer but you know what is Tortoise and the Hare story if you really think about that I have a lot more to offer to to unscrew a company I heard of what made the company the guys surveys and stuff like that and ninety-nine .9% I like to see what they really teach the employees of the business like I said the investment through the years of the Investments and I think today you get to quick and want and the company is so greedy they want to make quick quick money but you know what they really lose their lives and they're losing customers Foundation of Koodo everything
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Paul

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Howdy everyone!

Fun Friday post... totally not stealing the topic title from our own community!
  • My name's Paul Howard 
  • I work for the expedia of UK train ticket retail: thetrainline.com (and before anyone asks, I had nothing to do with our old advert - if you've seen them)
  • My twitter handle is @pkjhoward
  • My tip is similar to Katie's in the post above, but when jumping from normal channels to social channels it can be hard to break that habit of a formal ticket - make sure at all costs to be human. There's nothing worse than a scripted response and our customer's are savvy enough to see through it so it can be really damaging!  As Katie said, sometimes taking a step back is the key to writing a more balanced response as opposed to a defensive post.
  • I'm originally from Bermuda, have lived in the US, England and Scotland.  I've even met the Queen - kudos to anyone who can figure out which is me. The islander in me still enjoys a good measure of rum when warranted too!

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Kristen Gastaldo

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You definitely should steal! I have an introduce yourself post (that I link in our message section) and have had about 20% of our community contribute. It comes in waves. It'll be super popular, go quiet for a minute, then someone will revive it. We've had customers realize they are neighbors and form local meet ups from it.
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David Rowley, Alum

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That's awesome.
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Stephanie, Alumna

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Hi everyone! 

I'm Stephanie, the Community Support Manager at GetSat. :) You can find me tweeting away under the handle @LifeIsLikeFood (lots of tweets about food if you can't already tell by the name). 

My Community Manager Tip is: Team up with all departments in your company! A Community Manager wears many hats and while that can be tiring at times, it also means that we get to connect with lots of different people within the company. Don't be afraid to ask a member from your marketing team or a QA engineer to help you out. It's really awesome to have the opportunity to collaborate with so many people and you learn a ton by reaching out to them! I also love it when other colleagues outside of the Community Team post in our community--it's awesome to see everyone interacting with customers! :) 

Something fun about myself: I have a food blog! In my free time, I enjoy creating fun recipes and sharing them with others. I'm also training for my first half marathon ever (eek!) which is in about two weeks (the hills of San Francisco are not fun!). 


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Katie R

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Hi all!

I'm Katie, a Community Manager with Amplify Education. I tweet about non-work related stuff, mostly music @thisthatnrenkes.

My Community Manager Tip is that empathy goes a long way. Having the ability to put yourself in someone else's shoes, understanding where they're coming from and feeling, helps you to better understand a problem and come up with a potential solution.

A snippet about me is I LOVE old movies, particularly Bette Davis. I've bored lots of people trying to make them feel the same :)
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Gregory Jones

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1. Gregory Jones Sr.
2. Swift Production, Chess and Community
3. Don't have much time to 4 it ( 2 busy formulating solutions & making dreams & thoughts reality)
4. Helping others = Helping Yourself you must multitask!
5. I am a "Jack" of many trades and a master of them all. I personal feel that the brain has a limitless pool of learning, adapting, and performing tasks. I can't limit or imagine myself to one arena, and use the notion "I have to pick one thing and be good at that one thing".  I engage in multiple things:
  • Veterans activities to ease the pain & attempt to get better care (We should not engage in anything if we can't take care of those who are serving handling the situation!)
  • Cooking
  • Draw/Paint/Digital graphics/Design
  • Play musical instruments
  • Fatherhood: my kids & grand kids
  • Turntablism ( old school Vinyl turntable musical manipulation )
  • Management / IT-Consultation / Development / Accounting / IT Help-desk Support/Tear-down & Rebuild/Coding / CISCO We site Design  &  much more. Since I believe in "walking the talk" I either have a degree/certification/diploma in all the mentioned above regarding "professional skills" (never put limits on the human brain) & attained it all in three years. Not bragging, just saying: we have unlimited potential we humans sometimes don't find the reason or "know-how" to release it.
  • Chess ( I attempt to defy the saying "Good at chess bad at Life" )
  • Meditation, Deep thinking and soul searching then sharing with those who I see need it or willing to listen ( strangers included, everyone's a stranger when you first meet them)
See why I don't have time 4 twitter? I try to bridge the technology that is prevalent with sociological & just plain old down to earth philosophical thinking patterns. Complexity doesn't imply knowledge or wisdom..

That's a little about me, it's my story and I'm sticking to it! :)
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Caty, Alum

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Welcome Gregory! Great to learn a little bit more about you. I love painting myself and tend to play around with oil paints. :) What kinds do you use?
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Gregory Jones

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Hello Caty,

Thanks for the Welcome! I prefer pastels/oil based paints, they offer some "cool" effects when you layer them before they're dry and use a knife to create the "illusion"of depth. Water colors are my favorite though.

Cheap, and the source can be organic, (berries and grass, dirt, even ground leaves etc.- just mix with water and paint). Plus, they offer a challenge.

Have you seen some of Micheal Eberhardt's work? This takes water color to a new level. His site is http://www.wingspanwatercolors.com/ this is what inspired me to try water-colors because he provided a template through his work. Check it out sometimes.

Does your work come from the inside (heartfelt memories), mind (dreams & imagination) or external stimuli (models objects etc.)?
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Paul Travis

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  • Paul Travis
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  • All my career has revolved around marketing, which I define as "people using/buying your stuff" (so community establishment/moderation fits right in). 
  • My current focus, as we get our community ready for "beta use", is categories -- did you all define your "taxonomy" before launching the community, or let it evolve over time and "post assign" conversations to categories?
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Gwen

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Hi everyone, I'm Gwen Meesters and currently working as a community manager for Rabobank. You can follow me on Twitter (@MsMeesters) where I tweet about my daily adventures with the Dutch public transportation, my many shoe shopping sprees and my genuine dislike for mandarin (those little orange rascals). My favorite Community Manager Tip is: Organize! (How very Martha Stewart). According to my colleagues little fun facts about me are that I love (LOVE) Harry Potter, I always carry two pairs of shoes to work (one pair of Uggs and one pair of high heels) and I am completely addicted to Pinterest.
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Stephanie, Alumna

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Great Community Manager Tip, Gwen! Organization plays such a huge role when it comes to running a successful community. Also, I'm a Pinterest addict as well! :) 
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Meg Houston

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My name is Meg and I am one of several community moderators at Daxko. Daxko is a software company that provides software and solutions for non-profits like YMCAs, JCCs, and community centers. 

Twitter - @margarethouston 

My favorite tip is to write responses like you are talking to a friend. Since it's a community, it's ok to be more informal and let your personality show. 

A little about me...since we work with YMCAs, I am involved at my local Y and go to lots of group ex classes with my coworkers. I also love to swim. I live in Birmingham, AL, which has tons of great restaurants and craft breweries, so I spend time at those as well. :) 

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Stephanie, Alumna

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That's awesome, Meg! I'm a big fan of your tip as well. Thanks for posting, and looking forward to seeing you in the community! :) 
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Lisa C Miller

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I am Lisa C. Miller
I am an inspirational poet
I have published two books so far and am currently working on my third one.
here is my twitter link: https://twitter.com/inspirationlisa
My family and I live in the beautiful state of Alaska where the spirit of animals and men roam free.
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Crystal Bruce

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Hey GetSat community!

My name is Crystal Bruce and I'm the new Community Manager for Target Analytics at Blackbaud in beautiful Charleston, SC.

You can find me on twitter! My handle is @crystalthebruce

I am new to the role of community manger, but I can already tell it is a PERFECT fit for me.

I come from a television news background where I served as social media manager for several stations.
I'm also a semi-professional photographer and I am a pretty big geek. I love everything Star Wars, Game of Thrones, etc. 

Looking forward to interacting with everyone here and learning more about GetSat and developing my awesome community! :-)
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Stephanie, Alumna

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Wow, Crystal, your photos are amazing!! 
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Crystal Bruce

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You are my new best friend!! :-)
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John Dennett, Alum

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Hi everyone!

I just posted a little intro, but I'm gonna jump in this conversation too!

  • Name: John Dennett
  • Company: Get Satisfaction
  • Twitter: @jgd3
  • Favorite tip: Be yourself (as long as yourself is kind and friendly and fun to talk to)
  • Fun fact: I'm GetSat's new Director of Support & Community and I couldn't be happier about it!
You can also find out more about me than you probably ever wanted to right here.
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Matthew Mortensen

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Hello Community!

My name is Matthew Mortensen. I am new to this community and wanted to share a little about myself.

I am an entrepreneur, web developer, and much more. I graduated from UVU in 2010 and live in Las Vegas, NV where I work for a large corporation in customer relations management. I am involved with many web development communities and have come to love open source coding and programming.

I love to explore and share with friends on social media. My newest love is my Pinterest page. And I am a contributor to the Mozilla Developer Network. Learn more about me on my personal web profile.

I am currently operating a small network of business ventures based in Las Vegas, NV. I am the founder of MVM Ltd. in Las Vegas, and our goal is to provide higher levels of customer service to industries lacking in this area. I am currently operating a network of ventures with Gold Father and HappyGoldLucky among the latest. My hope is to grow them into what I know they can be.

Thanks for having me on this amazing community! I am excited to share and connect with getsatisfaction.com today!

Matthew Mortensen
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Shane, Alum

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Thanks for introducing yourself, Matthew! Welcome to the GetSat community.
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Nichole Bruchey

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Hi everyone!

I'm
Nichole Bruchey, the Community Support Manager at Chattycoupons. :)

I love Draw and Paint, Digital graphics and Design
My favorite tip - is never stop learning about how you can make your community great :)
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David Rowley, Alum

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Hi Nichole!  I don't think Chattycoupons is on the Get Satisfaction platform.  What platform do you use for community support?  How did you find our about Get Satisfaction?
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Zuhair

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Hello Everyone,
I am syed from London UK. Currently worked for Mosaic Hides store.
I am passionate about designing & traveling. 
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Becky

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Hi everybody!
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Fahmy

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Hello everyone. I'm new here, I hope can learn and share with the community here, thank you.
Greetings.