1. Panel: Fostering and Supporting Conversations Moderator: Rachel Happe, The Community Roundtable Panelists: Claire Flanagan, CSC Chris Howe, Avid Naomi Marr, Recent Ciena

2. Who – Rachel Happe, Principal Where – The Community Roundtable is a private peer network for community managers and social media practitioners. Why: – To further the discipline of community management and provide practitioners a place to find peers, best practices, and resources to help them approach their day-to-day tasks.Home office workers and traveling/‘on-site’ consultants – ~45 Members

3. Who – Claire Flanagan, Senior Manager, KM and Enterprise Social Collaboration Where – CSC is a 50 year strong, Fortune 200 global technology, business services company Why: – 90K employees in 90 countries – Home office workers and traveling/‘on-site’ consultants – Enterprise 2.0 to enable behaviors mandated by CSC’s strategy: Connect People to People, Content, and Communities What: – Employee Community “C3: Connect. Communicate. Collaborate.”

4. CSC Case Study Strong Adoption – 20,000 registered users in 20 weeks (now ~ 30K) – Average 1 MPV/Month with 150K Activities – 2100 communities of practice/interest and water-cooler type topics – 55% “consumers”, 45% “creators” – 55% of all activities are conversations Why conversations matter? – Reduce new customer acquisition costs – Drive revenue and innovation – Builds relationships; collapses time zone/distance barriers – Builds company loyalty – “Proud 2B CSC” – Protects company IP CSC C3 : Connect. Communicate. Collaborate.

5. Who: – Christina Howe, Director, Global Online Marketing Where: – Avid creates the technology that people use to make the most listened to, most watched and most loved media in the world. Why: – Reduce costs; support call deflection – Ensure customer success – Understand & improve brand sentiment What: – Avid [pro video] community 5 Web Site Globalization Strategy

6. A Vibrant Community: – Approx 62,000 total members – 9672 new members; 50% YoY increase – 44% active members – 69,229 contributions up 36% YoY Why conversations matter? ― Customer Success: identify trends  Note & report customer requests needing immediate assistance  Identify topics requiring FAQ’s or blog posts ― Brand Enthusiasm: turn customers into fans, driving loyalty, word-of-mouth ― Demand Generation: awareness, interest and action on our conversations ― Sales: find new markets, customers for our solutions ― Innovation: product feedback and/or ideation for R&D 6 Avid [Pro Video] Case Study

7. Who: – Naomi Marr, independent Web marketing, social media and community management Where: – Ciena - Director of Web Marketing and Community Management – Provider of hardware, software and services that allow service providers (I.e., triple play providers) to build networks that give them a competitive advantage What: – Ciena partner and employee communities Why: – One-on-one partner prime relationship costly for Ciena – To develop tighter relationships with partners so as to improve both parties’ revenue stream – Existing partner portal didn’t used but not improving Ciena loyalty – Ciena’s connections on LinkedIn, Facebook, and Twitter all seeing triple- digit growth – acceptance of new communication methods

8. Ciena partner community case study Q3 metrics (as of July 2009) – 350 partner members, 147 with full profiles Profiles span 46 companies from all regions 1-year goal was 50 partner profiles (by November 5, 2009) – 448 Ciena employee members, 140 with full profiles – 250 posts from 40 members (blogs, discussions, and files) – Partner community has a page view rate 2.5 times greater than Ciena.com site Why conversations matter? – Lurkers convert to opportunities, too – Online conversations feed offline relationships (and vice versa) – It’s a matter of trust

9. Join the Conversation on @rhappe @cflanagan @NaomiMarr @chhowe