Identify Your Project Team

1
Identify Your Project Team
Define guidelines, manage moderators, and resolve
escalations. Work to drive adoption and train
business owners on how to best leverage the
community.
Define the goals of the community and appoint a
team to lead the initiative. Provide feedback to
the project team and rally support from employees
and executives.
Moderate posts ensuring clean data and a healthy
discussion. You might have one moderator review
200-500 comments/posts a day because most will
not require any action. Depending on the
anticipated size of your community you will want
to staff accordingly. You may also want to
consider outsourced moderation.

• Create the playbook and guide the team through
  the implementation process. The Project Manager
  will identify the key stakeholders, define the
  requirements and success metrics, and map those
  to the application.

Coordinate the product marketing efforts around
the community. Communicate wins through a blog or
through the Ideas in Action app. This can be a
shared resource.
Ambassadors are representatives from the business
units who are knowledgeable about the
products/services and can help transform ideas
into action. Ambassadors are expected to spend
5-10 of their time participating on the
community and driving ideas forward. You might
have 1 ambassador per category.
Help customize the application and make
configuration changes such as adding custom
fields, new users, and managing profiles. If you
use Salesforce CRM this can be a shared resource.
Conduct monthly or quarterly review of new ideas
and coordinate follow up. Manage the Ideas in
Action App to ensure the top ideas are assigned,
the status is accurate, ROI metrics are being
documented, and wins are being communicated back
to the community.
If you have a branded site it is good to have
access to a web developer who is familiar with
CSS and HTML. If your developer understands Java
Script, they can also take advantage of Apex
code.
2
Roles and Responsibilities
Train moderators and ambassadors on community
best practices. Monitor participation and data
quality. Handles escalations. Provides input on
website improvements to the project manager.
Champions the project, sets the vision , pulls in
the right resources, and reviews progress
monthly.
Craft guidelines and help resolve issues which
are escalated.
Market the community and recognize top
contributors.
Monitor their respective categories, merge ideas,
post comments , and provide status updates.
Tap into the design resources
Monitor posts and comments to ensure
conversations stays within guidelines. Escalate
issues to the community manager. Potential help
with merging duplicate ideas.
Owns the overall success of the project from
implementation through to operations. In charge
of website enhancements and change management
process.
Drive ideas forward, document ROI metrics,
communicate status updates from the lines of
business.
Communicate ideas under consideration, coming
soon, and delivered.
Manage the Ideas in Action App and coordinate
monthly meetings to review ideas.
If you have a branded site, whether youre using
CSS or Visualforce, it is good to have access to
a web developer.
3
Full-Time, Shared, or Outsourced
Depending on the skill set the three roles
outlined in red could be done by the same
individual.
Community Moderation can be outsourced to a
company like eClerx to provide front line
moderation support.
All the roles outlined in yellow are likely
shared resources with a time commitment ranging
from one hour to one day a week.