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Get Started with Community Cloud for Nonprofit Engagement

Get Started with Community Cloud for Nonprofit Engagement


Let’s go ahead and Get Started with Community Cloud for Nonprofit Engagement. Again there are handouts
if you want to print those out and take some handwritten notes. Hi I’m Jessie Rymph, I’m excited to be here with
you today! I’m a Success Content Specialist, I write webinars for salesforce.org on nonprofits particularly engagement. I’ve been a Salesforce Administrator for 8 9 years. I live in Seattle, I used to co-lead the Seattle Nonprofit Salesforce User Group. I am joined by
Keri Fadden who is our manager of education success content. She’s focused on the Higher Ed side of things. Keri is located in Meadville Pennsylvania. Keri do you want to say hello? Hi everybody, I’m so glad to be
here today. Thank you all of you for joining! I’m excited to help Jessie with this webinar because my background. While in higher education, I do have experience
implementing a community. I’ve been where many of you are and I’m happy to help Jessie walk you through this process. Thank you. I will mention as well yeah I started a community at my last position
but did not get to see it through. I haven’t gotten to the point of building an engaging community yet. I’ve learned a lot in this process. This is our forward-looking statements slide if you are thinking
of adding additional products to Salesforce purchasing a community, please make your purchasing decision based on the features and products that are
available at the time of your purchase. Just some logistics you are probably wondering is this going to be recorded and yes it is. I’m recording right now
and we’ll send you the recording and the slides probably tomorrow or the next day. You can ask any question you have in the GoToWebinar control
panel and Keri is there to answer your questions. At the end of the webinar
today we’ll show you a link for a Trailhead trail mix. This is a mix of trails, units, modules from trailhead our free online learning community. It includes a bunch of the links that I’m going to reference today with more
expert advice on how to get your community going. We’ll give you a link
to that pretty soon. This is the last webinar in the Get Started with Engagement for Nonprofits series. In the first three webinars we focused on
standard Salesforce and Nonprofit Success Pack capabilities. By which I
mean actions you can take in Salesforce today without adding any additional
costs or tools. Keri will post in the chat window on the length to get you to all the recordings of these past webinars. In the first webinar I talked about the many ways to send email through Salesforce and that
recording is available for you to watch now. We started the year off with a thorough review of campaigns for nonprofits. In February, we looked at some of the great features of the Nonprofit Success Pack. Which are engagement plans, levels, and automatic engagement scoring. Last month we considered installing apps from the App Exchange and talked to customers using
campaign monitor for mass email and phone to action for advocacy. At the
beginning of this month we compared Marketing Cloud and Pardot which are Salesforce two fantastic products for marketing automation. That’s taking your emails and making them automated taking everything to the next level. Today final webinar in the series on Community Cloud for Nonprofit Engagement. This webinar is a technical explanation of how to build
a community. My goal is to help you answer the question should my
organization consider adding a community for furthering our relationships with
our constituents? We’ll be talking all of this through with the organization Coaching Corps and looking at their salesforce community as an
excellent example. First I want to thank Felice N, I know you’re here on
the webinar today and you have attended all six of the webinars in the get
started series! Thank you so much for being with here with me on this journey,
I really appreciate it! I hope that you’ve learned a lot. Everyone else
you can catch up on the link that we’ve shared and watch all of their recordings. Thank you, Felice! At the core, community is built on trust and shared purpose. Stakeholders of all kinds can collaborate in a single place. You control the tools access and Salesforce data available to each member. In the
sense Community Cloud provides a window into your Salesforce Org. Do your clients
currently have a way to find service without calling into your offices? Community Cloud can expose self-service tools that let them access resources on
their own from a computer, or their phone, or their tablet. If your organization has
chapters or associations, how do you distribute information to them? It’s not
uncommon that this is managed via email groups, spreadsheets, one-off calls, and
reactive requests. You know everyone is doing the best they can but Community
Cloud provides a place where chapters can access training on demand. Share and
search and collaborate with each other and with headquarters staff and without
creating as much administrative work. On top of that Community Cloud gives your employees the ability to collaborate easily with each other and directly with
community members all within the same Salesforce Org they already work in. Whether they’re closing an opportunity, providing service to a
client, or chatting with a colleague about an upcoming event. They’re all
looking at the same data from a single source. As you can imagine if you focus
on even just one of these use cases of your organization will be well on the
way to deeply amplifying its work and service to the community. Key components to thriving engaged communities are chatter. For social
collaboration file sharing. Community answered questions where users can ask
questions and answer other people’s questions and knowledge which is
articles your organization can put together to answer frequently asked questions and share information. The best example of a thriving engaged community is the Power of Us Hub! Let’s take a peek, this is our online community for nonprofit Salesforce users. We’ve just switched
to Lightning. In the middle here of The Hub, below my welcome content, I have the chatter feed. I have topics that I’m following there. I can see the questions that I’ve asked. This is all features you can get in a Salesforce community. The chatter is here. I’ve got trending topics, I’ve got chatter groups, and knowledge I’ve mentioned. Knowledge is our where we have all of
the documentation on our products are stored through knowledge. Topics is how our chatter posts are organized. While I’m here I want to just step aside
for a minute and explain something we need to share with you about our new hub
being in Lightening. If I am going to follow this topic of engagement in The Hub. I’m gonna click to follow but I have to then set how often I want to get my email notifications. The default is, unfortunately, to never. Even if I click follow I’m not going to get any
alerts. I want to update that to every post. That’s just an aside something we need to share with everyone about The Hub and how it’s working now. The Hub is again are probably the best example of a thriving community out
there. If you’re wanting to see how it looks get an example that’s the cream of
the crop. before we dive deeper into communities let’s talk about all the different ways we engage with our constituents. Many of which we’ve talked
about throughout the engagement series. There’s email of course to individuals or in mass like your newsletter. You post on social media. You
call and thank your major donors on the telephone. You inspire and inform your donors every day on your website and with your blog. All of these
types of communications fit into the first entry in the definition of the verb to engage, which is to occupy attract or involve someone’s interest or
attention. We’re talking today about Salesforce communities which allow your
constituents to engage with your organization in the way of the second
definition here which is much more active to participate or become involved
in. Communities are bi-directional there are conversation. This is what makes them so powerful compared to the other ways you may already be engaging
with your constituents. I am lucky to be joined today by Monica Santos Quintana of Coaching Corps. She is the Program Director at Coaching
Corps. She’s going to be talking us through their community use today. I want to note that please ask questions in the question widget of Monica and
we’ll have some time for her to answer those so welcome Monica! Hi welcome everyone I’m so excited to talk to you about what we’ve developed
here at coaching core. Just if you a little bit of that ground on Coaching
corps. We’re a national nonprofit organization that has been around for a
little bit over 15 years. We’ve been national for about eight. What we really believe in is that every child needs a caring coach to reach their full potential. We believe that one of the best ways to do this or our vehicle is through coaches. We believe that coaches can turn sports
experiences into lessons that really last some lifetime. We’re called Coaching Corps because we really believe in building a movement. We want to make
sure and galvanize adults all across the country to enlist and become trained by
us so that every child no matter what neighborhood they live in has access to a great coach. I’m going to talk a little bit about some of the key challenges that we had in our in our first few years. About seven years ago,
we built a portal in Classic that was purely functional and it was a way for
us to get our coaches to apply through our website to become a coach
and to find the team. Then we also wanted to create resources and supports
for our coaches. We also created groups in Facebook and this wasn’t a
very intuitive and user-friendly process that we were engaging in, it was
multiple platforms. What we found out is that our coaches
would actually only login to our portal once at two times the season. What we
also found out through Facebook is that there it was hit or miss. Our key constituents were college students and many of those college students now are not even on Facebook. Through interviews and conversations with a lot of our coaches we learned that a Facebook group wasn’t
a place where they wanted to learn and get resources. We had to think more broadly about our mission, our goals, our growth and expansion goals. To take a deep look at ourselves and say, are we doing things in the most efficient way? I wanted to just share with you what our complex
onboarding process looked like before. It was a four-stage process in which our coaches would have to go onto our website and apply. Then they would
get an email that would give them access to our portal in which they would have
to look for a team that they could coach. They would take online training. Then they would log into Facebook and receive support from our headquarters staff. Then also build relationships with each other. This process was really clunky it was a four-step process in which we actually
would lose 50 percent of the people at each stage. If we started out with a thousand people applying to coach in the application process only 500 would log
into the portal to choose a team. 250 would go through our online training. That 125 would go into Facebook and get that support. We were losing people at each stage and what we also found is that it took time as well. It was about two weeks at each stage for
people to do things. By the time someone applied to the time that they
actually started coaching and logging into Facebook, it took about six weeks. We really wanted to think through and see how could we do this in a more effective way that really retains our coaches and builds momentum
and a relationship with coaching core. The answer obviously was to think about moving towards a Community Cloud. When we looked at our expansion plan we had a very ambitious expansion plan. Last year we had about 3,000 coaches and in the next two years we’re gonna double that to
7,000. We really wanted to look at you know a product that can help us do
this in a scalable way. We also wanted to look at the fact that we are
already using Salesforce. Can we leverage this Community
Cloud platform to have a single sign-on experience. That really allows us
to scale and integrate our users so that they have one experience and that’s very
seamless. So that they don’t get lost in in our clunky processes. Thank you, Monica. I really appreciate you telling us about this. I just want to share a little bit more here about Community Cloud and why it’s so appealing. It’s Community Cloud is packed full with features and capabilities making it one of the most powerful ways to engage
with your constituents. You can quickly create engaging portals forums
and sites. You can see Kody bear here on the right is picking one of the out-of-the-box themes or templates that come with community cloud. You can personalize your community using CRM data and extend it with Salesforce apps and processes to deliver that seamless experience that Monica was talking about. You can launch fast with lightning
components. You can configure your components, connect your data and build
even faster by finding partner built solutions for nonprofits on the App
Exchange. Things that you can just install and use as they are so it can be
relatively easy to create a gorgeous community. It’s important to think through why you want a community and what you hope to accomplish. You’ll want
to clearly define your community goals. Understand how community supports your
mission and overall strategy. Don’t undertake this project because you think
it’s cool or you’re an Admin interested in adding community cloud to your resume. Not a good enough reason and Monica is gonna tell us a little
more about Coaching Corps and how they identified their community goals We had four big goals that we wanted to accomplish in this community. Like I said some of the big things are really you know helping to operationalize our processes but it also was a really about engagement to you. The first one was about around facilitation and removing barriers. As I mentioned it was a four stage process for our coaches to
actually become coaches. We wanted to remove those barriers and make it as
easy and quick for them to to go through each stage. We also wanted to make sure
that we were onboarding people quickly. We wanted to decrease that onboarding time you know going from six weeks that it takes to become a coach to actually hopefully just like one to two weeks. You’ll see when we
show you the portal you’ll really be able to see in that community how we’re able to do that. We also wanted to make sure that we
provide training and resources to our coaches. We’re always as a national organization wanting to provide up-to-date resources and support for
our coaches. We wanted a dynamic place where we could easily share that
information with our coaches in real time like Jessie had said. We have coaches that might want to access resources at any given moment from across the country. We wanted to be
able to do that. Then finally we wanted to build connections and promote
continuing learning. We wanted our coaches to really build relationships
not just with headquarters with Coaching Corps but really to build a
movement. We wanted them to build relationships with each other. We wanted
them to not just coach was with us for one season but we wanted to
retain these coaches as if they’re coaching for multiple seasons. They’re
telling their friends all about Coaching Corps and all the support that they’re
they’re receiving. They’re meeting other coaches and ultimately that they’re becoming champions of coaching Corps. That they can our lofty goal is really that they can help us grow and even become supporters
of Coaching Corps in the future. Thank you so much, Monica. Go ahead and ask Monica any questions you have in the question and answer
widget and we will get back to her with those questions shortly. Thinking or
listening to what the goals were for Coaching Corps I was reminded of how on
the webinar at the beginning of the month on marketing automation. We talked
about lead nurturing and lead conversion. well for Coaching Corps the community is
essential to their lead nurturing process. They want to get more people who sign up to become coaches complete their training and become a coach. Lead
nurturing is guiding someone through that process into converting them to a
contact or a coach in this case. It’s not a coincidence that they also use
Pardot as their marketing automation tool to also send emails out. At the same time
encouraging someone to go back into the portal or the community and complete
those next steps have another outcome they’re looking for is to retain coaches
for multiple seasons. They hope they’re happy coaches will tell their
friends as Monica said because they’ll feel connected to the organization. They’ll become key supporters and champions of their work and hopefully
donors in the future. It’s essential to understand who your
constituents are. Monica has told me that it’s most important to really define that you have to really think about “If this is what people want?” By asking them. Before building the community, Coaching Corps had a company an outside
company do interviews with coaches and asked them what they wanted. They said they wanted to one meet in person and two communicate with each other. The corps group of coaches is recruited from college students and they really
like to build relationships. I want to share a few more constituent examples I
found recently. While I’m doing that would you please go into the chat window
now or the question answer window and share with us who the constituents of
your community would be. I talked with Rich at Stand for Children. He told
me about the middle school kindness challenge. Their community for
teachers who complete curriculum to improve kindness in their middle school
classrooms. I spoke with Charlotte at Vancouver
Foundation who’s in the very early stages of building out a community for
their fund advisers the people who donate through their foundation. I also
talked to a national Christian organization and an international Jewish
organization who are both using a community cloud to connect to their
staff at various chapters. Here in Seattle Natalie told me about
farmer-to-farmer a project of PCC farmland trust who is considering using
communities to connect farmers and owners of farmland. It’s a really cool project, Keri do we have any constituent examples? Does anyone want to share their examples with us? Yeah we do have one that came in. Scott let us
know that their constituents would be residents and their families, care
community, volunteers and staff, and donors. Basically, also other nonprofits looking for volunteers from among their residents so quite a
few there. Second response from Felice is people
who volunteer with their pets across the country would be their constituents for
the community. Scott, I would think about when you’re rolling this out maybe starting with one or two of those constituents. They’re gonna have a lot of different needs or different things that they’re
looking for. That’s great that you have so many different groups that you
might be what wanting to engage with! Thanks for sharing those you too. A successful community meets the needs of both your organization and the community members. Explore those needs and see they overlap the sweet spot between
organizational goals and supporter needs is where your community should start. If you launch a community-focused only on your organizational needs or only on
your customer needs, you’ll never be able to build and sustain an engaged community. What’s in it for your stakeholders after you’ve defined who your stakeholders or constituents are? Think
about what unique value your organization and their partnership with
you provide for them. How can you support or serve them? All these questions I’m going to have in the slides that I’m going to send you after
the webinar. Think about why will they initially visit and why will they come
back, what motivates them, why would they participate? If one of them would ask you
what’s in it for me? Have a good clear answer. Also, think about what else is competing for their attention? On the other hand, what’s in it for your organization? How will this community support your organization’s vision and
mission? How can this community add to the core value that your
organization brings to solving a social problem? How will this community complement and expand your client and/or supporter experience? Involve your as
many people from your staff as possible and figuring out this question. If staff
are getting their needs met in your community they’re going to be more
involved in making sure it’s successful. Lastly, does this community put your stakeholders at the heart of your organization? Keri do we have
any questions now? For me or for Monica that we could answer? This first one is for Monica actually and it’s a two-part question, I’ll give you both. Then if you would like you can answer them one at a time, this first question is from Jay. Jay is wondering Monica, “How much time
are are you spending on community
administration and/or is there a team for that? Is it just you or do you
have a team?” Then, “Is the community managed by the teams who are doing the onboarding and training or is it a separate team?” Those are some
excellent questions Jay. I can definitely answer this. I have a team of staff that are spending
time on the community. I’m a program person. It’s my program team
the mentors, the staff, that are actually providing the support that are moderating the community. They spend anywhere from an hour a day, it depends on how much activities in our community. They probably spend about an hour a day in the community you know looking throughout the day to see how much activity is in the community. That team is actually the one that is
managing the relationships from the from the onboarding and training process. I have my program staff who are the moderators. They are very seeped in
our curriculum. We really believe that it’s all about relationship building. Those are the staff that are also making phone calls and interacting
with our coaches on a face-to-face basis. They’re the same people that are
moderating and spending time in the community as well. Any other questions Keri? Yeah, Jessie, I’ll ask this one to you, “Do you have a
recommendation for a minimum or a maximum size of a community?” Good
question I think if you have a good use case, I don’t think there would be a
minimum or a maximum. One of the Constituent groups I mentioned PCC Farmland trust Farm to Farmer, they
were actually thinking about a really small community maybe five people logging in to be able to collaborate together. If you go really
large, you’ll probably want to have groups so that when chatter occurs
people can be in a smaller group and connect divide it up so it
isn’t so daunting. We’re gonna look at licenses in a little bit. I’m thinking about how those might work differently with your
with different sizes. Great questions thank you. There was a clarifying question just to make sure that everyone understands that Community
Cloud is a separate product from NPSP. As Jessie said we’ll talk about what that means and the licensing involved. I thought that was a good question just to
clarify it is a separate product. Thank you that yeah that’s very important I appreciate that clarification. We’ll have time for more questions in the in a little bit so
to keep them coming. Back to talking about Coaching Corps, when they
began this process they defined their goals and their constituents. When
deciding to upgrade their community they applied for a grant. They wrote a grant
application to fund new curriculum and use the community as one of the methods
of teaching it. They were awarded this grant two years ago. In the beginning of 2018 a consultant did interviews with
coaches. As I mentioned before and they said they wanted to interact with each
other. In March, Coaching Corps hired Echo Technology Solutions as their primary
partner and a user experience user interface designer. They got coaches
involved with the design, sharing the mock-ups with them. The design took a few months. The building took a few months. These dates here are kind of the last few dates or estimates of this few month process the testing also involved
some of the coaches and staff. They wanted to launch by the first quarter of
this year which they did by launch in March. See how they involved their
coaches in every relevant step of the way. They also took a phased approach
in paying the consultants. They were able to negotiate where they would
spread the payments out over two years and that was. I think I said payment
consultants not the coaches right just making sure, they are volunteer coaches.
They spread the payments out over two years to the consultants. I wanted to give another shout out to Echo Technology Solutions who partnered with
coaching Corps to build their community. Echo is one of the consultants that salesforce.org has certified that specialized in serving the Nonprofit
Community. Our certified partners have nonprofit expertise. They are experienced
with the Salesforce landscape. They implement diverse solutions and provide
guidance on Salesforce best practices. If you’re looking to find a partner for
your community or any other work definitely ask the Power of Us Hub. All of our certified partners you can find on our website. They have already been well vetted by us they’re gonna be fantastic. Let’s talk about how you make a successful plan and rollout strategy for
your community. Coaching Corps included their coaches throughout the
process. We advise that to be successful it is critical to do this
engage your key stakeholders early and often. More than a few organizations have
approached building a community with what we call the Kevin Costner approach
to community development. Which is that if you build it they will come and
strangely enough, we have yet to hear a story of a successful community that
started that way. Community is built on trust and a shared purpose. When your
community gives members more value than what they put into it they will keep
returning and be active members. It can be easy to forget that your community is never really about you or your organization. Just like life
right it’s not about you but it’s about your constituents or the cause that brings these constituents together. It only makes sense to create a deep
partnership with them at every level. Let me tell you if you start going in
the wrong direction, your community will let you know. In addition to including
your key stakeholders what else you need? Let’s turn to one of the experts in the field. Yes, online communities is a whole industry now and there are
experts. Feverbee’s is a consulting organization specializing in online
communities. I’m gonna read you a long quote from their founder CEO
Richard Millington, “You need one full-time community professional. You
need to give him or her ten months to develop the community to critical mass.
From a standing start he or she will need to build relationships help develop
a platform and proactively build up activity. It’s going to cost you around a $100,000 to get there that covers the community managers
salary and cost of getting a simple platform up and running. If you’re a
passionate amateur you might be able to do it in less time and for less money
you already have existing contacts to invite to join the community. Your
platform requirements will be far less if you’re building a community for an
organization.” This is a good benchmark to begin with. If you can’t provide this, it’s probably best not to develop the community. Just keep in mind this $100,000, that’s the end of the quote. $100,000 does include the salary for your community professional. While
we’re talking about the finances of it. Let’s talk about your licenses. There are two types of licenses every
type of license has these two different types that you can choose from Pay per User or Membership Licenses. For example, you have 15 teachers who log in
regularly and each has their own dedicated license. The other kind is
paper login which is actually you pay based on an average of numbers of logins
that month. For example, if you have like Coaching Corps 7000 potential
individuals but you expect, this is just an example, maybe 200 will log in the first month. You will only pay based on an average of how many folks have
logged in and that type of license allows for self-registration. Your users can sign themselves up for the community versus the other kind where
your admin has to sign up your users your licenses. Then also you’re also
going to choose from what objects your community members need to see and what
other features you want them to access. Campaigns and opportunities are going
to be an additional cost they’re gonna bump up that license cost for you. You can mix and match none of this has to be all the same package for your
users. Some people might need different access or different type login. Your consulting partner and your Account Executive can help you understand what would work best for you Side note about knowledge. Knowledge is purchased separately from communities. You only need to have one
user and one user license that can create, edit, and delete the articles for
all of your community members to be able to view them. If you intend to use
your community as a public knowledge base so everything’s on your website and
you do not need your community members to log in you can do so without purchasing communities licenses. For example, guest users can access publicly available community pages to read content review knowledge articles
and perform tasks which do not require them to login such as creating cases. For all of that public those public aspects you do not need community
licenses. I have pulled that from a knowledge article. Again knowledge
article from Salesforce website that’s public and I’ve shared that with you in
the trailmix so you can see more details about how the licenses work. Let’s talk about how are you going to justify this purchase what will be the return on your investment? In many scenarios adding a Community Cloud could reduce the need for an additional
higher with self-service solutions like knowledge or allowing community members to answer each other’s questions. You can reduce support costs, think about
at Salesforce how many fewer people we need for support because we have
community members helping each other out. Your Community Could simplify your data
tracking, reporting, information sharing, and reduce your overall staff time. Perhaps your previous solution was complicated and maintained by a
developer and your new community will be maintained by an administrator at lower
cost. Also, Feverbee which I mentioned a few slides ago as online community
experts have a book-length content on how to calculate your ROI. I don’t
know actually know if it’s a whole book like that’s all online it looks really
long, that would be great to help you figure this out. Then visit the App Exchange to download pre-built dashboards to measure community engagement and get a sense of what your return on your investment really is. When rolling out their community Coaching Corps took a phased approach
which we highly recommend. They opened it up to new coaches in March just last month. The next phase in this month is to add the existing coaches. After that next month they’re adding the after school staff. Staff at after-school programs who they’ve trained as coaches have gone
through their curriculum. Then the next phase a whole additional build-out
is going to start this summer for the after-school programs that the coaches
partner with. The programs will eventually be able to login to this new
community and manage all of their communication with their coaches and
potential coaches right there in the community they’re currently in the
old portal. That’s gonna start being built out this summer. I talked with
the consultants at another certified Salesforce org partner about communities. I heard this story of rolling out a community in phases. I think it’s a good example so this is a social services organization that connects
partner organizations who all provide client care. They previously used site.com which was an older way of making webpages with Salesforce. They use
that to collect attendance data and share marketing materials to partners. They want their new community to
allow for more engagement and to get away from Visualforce pages in Apex. Which are two of the ways to write code in Salesforce but their first release
did include Visualforce pages for announcements and lists for sharing data. They next released the ability to four users to create contents and view files.
They can’t edit them. They can view them. Then I think they’re rolling these out week by week. Next will be new pages to support contract management. Then phases in the future will include knowledge announcements and
topics. They’ve already gotten really great feedback from their users on how
much nice or this new community is. I’ve talked to many
organizations who began their communities with either knowledge, file
sharing, submitting cases, access to data. In other words, beginning not with a
focus on engagement at all but instead focusing on information sharing and
later adding in chatter to create conversation. I was actually talking
with Keri right before the webinar about her instance at Allegheny College. Where
they were already using their community or their community for volunteers. It was more of a seamless transition for people to start chatting with each other
in there. You can even avoid purchasing community licenses altogether by starting with the public knowledge base that we
mentioned. Coaching Corps launched in March, they’ve been live for less than a month. They have a lot of one-way conversation right now with the four moderators of the different groups that
they have. The coaches that they involve throughout the process are
posting regularly to help get the conversations going. They know it’s gonna take time to develop this culture. They granted access to 7,000 users a
mix of current and previous coaches of the past few years. Let’s take a look I’m gonna bring Monica back on and we’ll go on to the website let’s go to the
become a coach. Immediately if someone wants to become a coach in our program
they can go onto our website. What’s really great about this page is it’s
already synced in with Salesforce. One of the first things we wanted are our coaches to see if there are coaching opportunities near
where they live. They can just type in their zip code and then it
already syncs with our Salesforce database. You can see that there are
18 coaching opportunities near Oakland which is where we’re based. Here they can sign up fill out a really quick application to sign up to
coach. Then that will then give them access to the community. Once they
fill out this really short application they will get an email that gives them
access to our community. I love that that map is pulling in Salesforce data, that’s really cool. I’m gonna log in to the login that I’ve already set up. Immediately when someone logs in, what’s
great about our community is that it based on what stage they’re in, the
message on the home page will alert them to the next step that they need to
take. In Jessie’s case, she fill out an application and now she needs to find
a team. That’s why it’s telling her to find the team if she had already chosen a team it would actually have her engage and it
would ask her to share a story or start talking to coaches. This is our home page which is responsive to what stage they are in
our process. The other thing that I wanted to highlight on the home page is
if you scroll down it already is showing them about the community. We have coaches once they apply their automatically put into two of our groups. The getting started discussion which is all about how to become a coach, if there any questions about the process. Then the
coaching fundamentals discussion which is all about just any questions that they have about coaching. Are my kids listening to me? What’s a
good drill to use? Etc. This is already showing them different activity that’s going on. What’s really nice as I see Hannah one of our coaches has
posted about that she’s actually finishing up her season and she was just
asking about like what special celebrations are things
other coaches do? As they’re closing out their season that’s great Then if you scroll down here are some of the resources that we’ve created. We’re calling out some resources that they can access. Then we have a resource page where they’ll have a more
full version of different types of resources. That they can easily download or videos that they can watch that will help them with our coaching. If I had already chosen my team up here I would be directed towards doing
my training. There’s a hidden field there so they can’t
actually take our training until they choose a team. That would pop up that has our online training. Let’s look at my profile here. I set this up for for Kody bear. I can see Kody bear has
not been very active yet. Here we could find you know how active I’ve been
if I’ve got any of my posts or questions here. The groups that I belong to and
just the great little questions here to help people get to know each other. Anything else you wanted to point out in the community. Yeah, if you click on the community page I just wanted to show that there’s several. Here’s the news feed which has all the different activity in the two groups
that you’re in Jessie. You can go obviously, it has like the chatter functions. You can post, you can ask questions, you can
set up polls. In the topic section are some of it just the topics that we feel
like are basic things that we know our coaches would have questions about. They can tag other topics if they want to the right are the different groups
that they can join. You’re automatically in two of the groups that are the coaching fundamentals and getting started. We created other groups that are more age-specific. I’m depending on what level the kids are that you’re working with, maybe if they’re younger kids or old kids you could join that group. Then we have a specific character development
training that we created. We wanted to have a group for those individuals that
go through that training to talk about the character development that they’re
trying to integrate into their practices. Then finally the top influencers it’s just a fun way of acknowledging the different folks that are really active in our community. We have three levels. You can actually see what level you’re at but we have the all-star, MVP, and champion level. Then we’ll have prizes for people as they move up. MVPs can get something from coaching corps and champions. Could we look at some of the questions?
Keri do we have some questions for Monica? Thank you so much for showing us your community, it’s beautiful I love it. Yeah I do have a couple of questions
here so one is for Monica, “How do you Monica and your team expect to measure
the success of the community?” For example, what metrics used are you currently tracking or that you will both track in the future? We’re gonna get to that actually really quickly Oh Then the other question was, “What in the community was customized and what is maybe native Salesforce that it
was out of the box?” Great questions, there are some custom elements of the community that I can kind of point out. The resource page is a custom thing that we built and it actually communicates with WordPress. With our website and this is where they can see the different resources
that we’ve developed. There’s a few different topic areas of resources where
they could view and download documents. Also videos, that’s a custom element. There are custom elements on certain pages, even on this page
wanted to make sure we were calling people to the community as much as
possible. You can see on the top can’t find what you’re looking for ask your
fellow coaches. Those things are custom that we’re driving them back to
the community. then what I would say is to find a team I think was definitely a custom piece. If you go
to find the team we worked with it’s looking at our database, but it’s
also using kind of google map technology. So that people can sort through and see
and filter by sport and availability what types of coaching opportunities are
around. There was quite a bit of custom things that we created
kickball probably isn’t the best but if you’re really into basketball then you could see very specifically
what basketball opportunities are there. That’s some of that functionality are custom things that we had and built in. Thank you so much so let me go right into answering that question about
measuring success at Coaching Corps. One way success is measured at Coaching Corps is by user satisfaction. They asked all of the coaches at the end
of the season. They give them a survey They’re asking if coaches if they got what they needed to be successful. They also make assessments of coaches
while they’re working with kids. They have ways to measure a coaching skill
and see if it improves by what coaches are learning by being involved in the
community. Some of the magic numbers we looked at their conversion before
going between signing up taking the training picking a team and becoming a
coach. They’re losing people half of the people at each stage of conversion there. That’s one of the numbers that they’re hoping to get up above 50% for
each stage of the conversion. They’re hoping the entire is gonna take less than six weeks. That’s their previous benchmark was the
duration from sign-up to coaching was six weeks as far as measuring engagement
numbers though. They are not quite there yet with knowing what to look at
but we have in Coaching Corps some out-of-the-box tools to give your admins
and managers insight into how folks are using the community. One of the best
things you can do for your community is to set the correct expectations early on. So that your organization will dedicate the right amount of time and effort to
build a successful community. We heard earlier from Feverbee that it would take
about ten months. We had to learn this lesson here at salesforce.org. When
building out the Power of Us Hub, we didn’t correctly set expectations with
our leadership regarding how slow it would be to take off. To build sustained engagement you have to drive value in micro-interactions over time. You also need to build your community of experts. You need time to do that and to build your knowledge base. Coming back to Monica if you could tell
us just the conclusions you would draw from this whole community building
process. Yeah, I mean one I think we’re really pleased that we were able to do
this community. We’ve already heard from coaches and from our staff who are
the ones that really deliver the supports to the coaches that this is a
really great easy intuitive platform to use. Our coaches are happy, our staff that the mentors are happy. That’s like one of the big things is really making sure that we’re keeping the quality and driving customer service and interactions in
that way. That was a big piece another piece was really making sure
that we again that this community was aligning with our goals. So really think about like what’s most important for our coaches is this really what they wanted. That we asked them and really made sure that they felt that they were getting the value from the community itself. Then finally I would say one of the biggest takeaways
that we got from this was that it is really critical to involve the program
staff throughout the process. In the same way that is important to involve the
coaches who are the users. It’s important to involve the program stuff where the
moderators who are gonna be providing that support getting their input from
the very beginning and throughout this stages our moderators. We’re testing just
as much as our coaches were testing and involved in the design and build. So that
they really felt comfortable in managing this because this is going to be part of their workload. Its really getting their involvement and
and not just relying on the person that’s on the tech side in the design
phase. Thank you so much it’s been really valuable to us to have you here and
sharing all of these lessons with us today. Just a few conclusions I want to bring your attention to. Don’t miss the opportunity to get the most
value from your community investment by becoming a learning organization. Here’s what your clients, your supporters, your employees
want and doubles up on what’s working and fixes what isn’t. Remember their
feedback is a gift. Also measure often and consider quantitative and
qualitative indicators of this success. Think about how relationships take time to build whether in person or online your next steps. I’m going to send
you this trailmix. We have two webinars that I’m linking to in there
that are great follow-ups here Configuring Community Cloud to engage
constituents will help you get started. Actually building that community and
five steps to an engaged community is with the folks who created the Power of
Us Hub and with Lizzy Roberts who is our hub manager today. They’ll tell you the insights about how they made The Hub and how they’re keeping it
really live and active today. For premiere success customers we have
plenty of accelerators. We can hold your hand walk through setting up the
community with you. If we didn’t get to answer some of your questions, please
ask in the Power of Us Hub in lightening. We’re now using topics and remember to
subscribe to topics so you can ask with the #CommunityCloud us or
one of our community members will get back to you. Thank you so much everyone for joining us today! I do have a survey if you would fill it out that
would be really helpful. This is the first time running this webinar so
we would love your feedback. Thank you so much everyone! Thank you to Monica and Keri for your support today. Thanks to Felice for attending all the webinars in
this series! I hope everyone has a really great day bye-bye.

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