Has anyone set up a "Community Rotation" type program?

Alex Dunne

Hi everyone!

I'm looking for some advice as I am in the early stages of scoping out a kind of internal community rotation program to help support me as I am the sole community manager at my company.

I run a closed community for customers (we're a health tech SaaS company) and our community continues to scale, it's getting difficult for me to keep on top of customer queries, moderate discussions, encourage engagement etc.

We don't have the headcount to add any new team members and capacity throughout our org is pretty stretched so I'm trying to build out a scenario whereby people from different teams within our customer success department agree to a rotation where they will help me out for a set amount of time (essentially, being temporary mini community managers). Has anyone undertaken a project like this? If so, do you have any advice you can share?

Thanks in advance!

ChristineN

We sit in Marketing, and for probably about two years now have relied on our Product and Demand Marketing colleagues to help moderate the product categories related to their roles. They are mainly looking for anything that requires escalation or attention but some also help source answers if a question goes unanswered. While obviously a benefit to us and our community members, we also position it as a benefit to them to be directly exposed to the customer voice, see what customers are talking about, etc., and have that inform their work. We do a rotation (generally people do one week/month, product depending) and it takes less than 30 minutes per day on average, so not a big lift.

@CrysBruce15 is our community manager and can share more about how she works with them.