08-25-2016 09:15 AM - edited 08-25-2016 09:16 AM
08-25-2016 09:15 AM - edited 08-25-2016 09:16 AM
Please comment with your experiences!
After configuring, designing, creating how-to guides, and doing all the other admin things I could think of with my home network, I put it into a "soft launch" stage for a few months leading up to the official launch.
I pitched it as "Get your profile filled out before the official launch date!" which helped generate a sense of excitement.
How To Find Your Community Managers
Now, you may not have a soft launch phase, and are gearing up to just launch & go. Regardless--
DO pay attention during the early days of your launch. This is when you will notice those co-workers who seem to "get" Yammer. They're filling out their profiles, they're active in or creating groups, and they may even already be guiding others.
DON'T require these co-workers to have your level of Yammer expertise at this time. It's great if they start amassing all the knowledge on their own! But what you're really looking for is the willingness to learn, to try something new, to take the time out of their existing jobs to pitch in.
What To Do After You've Found Them
The fact that I had people digging into Yammer without extra prodding on my part told me that there was a good chance they might want to take on a higher-level role.
In fact, that's how I pitched that: "Do you want to do EVEN MORE in Yammer? Special powers await!"
That was one carrot. The other was being able to show their bosses all the cool & helpful stuff they were doing. <--Analytics can help show that as well.
I was careful not to pick just from my own nicely supportive department, but to try to get people from all over the company, even overseas.
Here was my approach:
Where Do I Get Training Materials?
I had adapted a PowerPoint deck from the Yammer Power User Training I received in 2014, as well as bringing over video clips and how-to files from the Yammer Customer Network, later rebranded as the IT Pro Network. I still have everything and can send it by request--though most if not all may be outdated as the look and feel of Yammer has evolved.
You can find some materials in this network already, and more will be added.
As always, watch the dates on those materials. Sometimes it's just an icon that's changed, but sometimes it's a whole placement or functionality.
What about External Networks?
I don't require all of my home network Ambassadors to help with the External Networks. I instead asked the most fervent Ambassadors (there are degrees!) if they wanted to assist. They did, and they are incredible at helping me approve and guide customers in these networks.
My approach is the same, with these company-culture additions:
As the verified or network admin, you have a key role in guiding not only regular users but your own special team. This means not forgetting about that team! We all get ridiculously busy, but checking in now and then and making sure you're available can do a lot for morale.
08-25-2016 10:53 AM
Thanks for sharing Becky! This is great! Do you have any community managers where it's an official part of their job description, or are all your community managers "super users" with extra responsiblity on top of their full-time positions?
08-25-2016 11:45 AM
I'm the sole official community manager here--everyone else is that great term you used, "super user" with that extra responsibility.
I do tell them periodically that this is all volunteer, but so far no one has abdicated, and it's been since August 2014. :)
06-02-2017 06:07 AM
I'm glad you posted this. I'm in the process of updating all of my content (can't seem to do this fast enough). Anyways, I have been working off a few old decks that my wonderful predecessor passed along and just making adaptations along the way. I'd love to see what you have (I know screenshots are hard to keep up with). I ask because in a few weeks I will be training 30 community managers (record number for us) all at once and I'm finding it hard to decide between keeping a focus on strategy and role of community manager or start off with the technical how-tos first for that hour. From your experience do you have any advice which should go first? (chicken or egg :-).
06-05-2017 10:18 AM
I'll see if I can send you the file here--it's a big one. And it's ancient by internet terms, but you'll at least get some framework (or a laugh).
I train Community Managers first in the how-tos, because I pick them out by how they have already shown interest/aptitude in doing all the things on their own. So we cover all the rest, all those important basics so they'll feel equipped to help somebody else out, from changing notifications to when they need to come to get me because something is seriously borked.
Then strategy: Use cases, stepping in to keep a thread going, tagging people who should really be part of a discussion, what to look for in future Community Managers, and so forth.
Preload your private group with whatever materials you want them to reference.
And congratulations! 30 at once is awesome, and having that much interest is a dream come true.
06-06-2017 08:50 AM
Thanks again for the information! I'll do my best to report back on how we did and share anything that may be helpful!
07-13-2017 03:43 PM
I like the new End User Guide > https://docs.com/yammer-team/2838/yammer-end-user-guide?c=3PwaPx @Becky Benishek might be helpful as well iif you haven't already seen it (and goodness what preso are you using from 2014!! :D).
@Lillian Diaz Howd the training go? What was the response like?
I have a few training activities I liked to do DURING the webinars that help people get into Yammer while I was on the line (like a simple poll, questions that everyone can answer, and/or have them practice what you've told them...).