Earlier this week, we celebrated Community Manager Appreciation Day, an occasion to recognize the creators, facilitators, and visionaries who run great communities. In Part 2 of our series, we introduce you to Jenine Liszka, a knowledge manager from Billtrust.
We kicked off the “Kudos to Community Managers” blog series by learning how HIROC’s, Michelle Holden tackles the daily duties of a community manager, and now we’re excited to share even more insights with you.
In Part 2 of our series, we’re introducing you to Jenine Liszka from Billtrust, the premier provider of automated invoice-to-cash solutions for North American businesses across both B2B and B2C markets. Billtrust came to Igloo looking for an Enterprise Knowledge Management solution to connect employees across four locations in the US. They needed a solution that helped them manage processes, workflows, and requests across departments – without being a huge strain on IT or other business initiatives.
We first met Jenine at last year’s IABC World Conference in New Orleans, and we were very impressed and encouraged by how seriously she takes her responsibilities as a community manager! Her responses to our questions will give you a sense of why.
I: What is a typical day for you?
JL: As a knowledge manager at Billtrust, I oversee our company intranet and facilitate the knowledge management discipline across the enterprise. I work with a group of Billtrust Intranet department leads to administer their spaces and help them find creative ways to share information with their department, team, and group members.
I: How do you find great stories or content to share with your community?
JL: I’m happy to say our employees like to share their own great stories and content – and our community gives them the vehicle to do it. I also like to go to the web to find new and exciting stuff to share. We’ve added RSS feeds from different sites on the internet such as Quote of the Day and from our client’s web pages.
I: What do you do when you see engagement starting to drop?
JL: Just recently, our CEO sent out a broadcast message to all members and asked them what they would like to see added or changed in the community to make it more helpful and make them want to come back. That broadcast message solicited valuable feedback from members, all of which has been added or updated on our site, or forwarded to Igloo as a request for a future enhancement.
Just by inviting our members to be part of the process, we’re already seeing some big lifts in engagement. Since that message went out, our daily usage rate increased by 45%.
I: Who are your partners in crime?
JL: Internally I have my colleague, Joe Piazza that works with me to administer our community as part of the Intranet team. I also count on my Business Optimization leader, Jim Cottone and my team members to provide feedback on community content and solicit their feedback on intranet ideas.
I: What’s the biggest change you’ve seen in your organization since your community launched?
JL: The biggest change is that we now have an easy-to-navigate, easy-to-manage intranet for all Billtrust members to collaborate. Departments, teams, and groups are so much more aware of the goings-on that take place in different areas across the company. New hires and newly acquired employees have an easier way to integrate using the resources and documentation that are available within the community.
It has also helped to bring together our different locations (e.g., Denver, Chicago, NJ, and California). The non-headquarter based employees don’t feel segregated from the HQ teams because the intranet provides a means for them to stay in the loop from wherever they are.
I: If you could give one piece of advice to a new community manager, what would it be?
JL: My advice would be to get your executive team’s support right from the start. Their usage and support will drive the rest of your company to get involved in the community. I would also highly recommend that you select a champion from each department, location, or team to be the lead for their area. They know the most about what will benefit their teams, so let them own it.
I: What’s your favorite saying or philosophy at work?
JL: If you build it (right) they will come… and there are no sacred cows meaning we continually challenge our ideas and ways of doing things, asking ourselves how it can be done better.
We celebrate Community Managers
Igloo is proud to partner with community managers like Jenine to build thriving communities for a more productive and engaged workforce. For more community management resources and free activities, including a Community Manager Fortune Teller and our Calling All Champions engagement guide, visit the CMAD microsite here: try.igloosoftware.com/cmad.