In our final blog post of our Community Manager Appreciation Day blog series, Renée Dauplaise tells us how she keeps her community members coming back to the American Family Insurance sales intranet, powered by Igloo.
Renée Dauplaise is an Administrator at American Family Insurance, an 80-year-old insurance company whose independent contractor agents serve as local, expert, and trusted advisors to provide customers with peace of mind.
American Family Insurance needed an improved portal for insurance agents to find information to help them do their jobs. So they replaced their legacy intranet with Igloo and immediately saw a boost in engagement. While their old intranet site averaged 75,000 page hits per year, they surpassed that number in the first four months.
I: How did you start out as a community manager?
RD: I was in charge of a project to identify best practices in our sales force. That grew into a desire for a way to share those best practices, and then into a place to consolidate information for all of the agents to access.
(Knowledge managers everywhere salute you.)
I: What does your day-to-day look like?
RD: I divide my time between supporting my authors, responding to questions about content, and monitoring security and access to the site. I also spend time advising groups about creative ways to use the functions of our site for new purposes and to promote new content.
I: What does success look like to you?
RD: Success for us means that our agents now recognize our site as a first stop for finding information, because it’s easy to use. They’re now acknowledging that a single site with a consistent look and feel and improved search functionality improves our ability to communicate effectively with our sales force.
I: How do keep your members coming back?
RD: Comments and followers on articles are the clearest sign that our users are engaged, and that they value the content on the site. The most important thing here is to continue building relationships with the content providers. When their own content is on the site, they naturally want to promote it.
(There’s nothing wrong with a little shameless self-promotion. Did we mention Igloo is an intranet you’ll actually like?)
I: Who are your internal partners in crime?
RD: We have a growing number of Igloo communities in our company now. The administrators and programmers of each site have a monthly meeting to share knowledge and achievements. I have to mention our Igloo account manager, Whitney, too. She’s been a great resource for sharing ideas she’s learned from other organizations, and for brainstorming solutions to some of our bigger challenges.
(Shout out to our girl, Whitney, and the whole community management crew at Am Fam.)
I: Coffee person or tea person?
RD: Diet Dr. Pepper! Usually just one can to start the day, unless things get crazy. Then I might have a second after lunch.
(We have some Diet Dr. Pepper lovers here at Igloo, too. There’s never a bad time of day for delicious fizzy bubbles.)
Thanks again, Renée. We think you’re doing an awesome job, and we can’t wait to hear how 2016 goes. Do you have a community engagement tip to share? Tweet us @igloosoftware.
What type of community manager are you? Take the quiz.
Want to learn more about community management? Check out the rest of our blog series: