Company: Navis Entry submitted by: Jennifer Grinold (jgrinold) Marketing & Communications Manager Community: Navis Online Community (community.navis.com) Lithy category: Best New Community ___________________________________________________________________   Navis, the global technology software standard for managing the movement of cargo through terminals, has been on the forefront of tech innovation in the marine shipping industry. Their use of the Lithium platform has helped to bring social media to an industry that otherwise would have not adopted it. The Navis Online Community, better known by its users as “The NOC,” is leading the way by providing a platform for information sharing and collaboration, uncovering key knowledge from container terminal operations experts and driving innovation in the industry overall.   For Navis, a significant amount of knowledge-share takes place at Navis World, Navis’ bi-annual user conference. Navis felt that it was time to move industry networking opportunities online, truly making Navis World a 24/7/365 experience. In short, Navis wanted to effectively reach employees, customers, and major shipping community members in one place, which is how the NOC came to be. Navis knew that the NOC needed to be more than just a marketing channel in order to be successful. Instead of using the Lithium community as a platform to publish Navis products and company news, the NOC passes the microphone to professionals in the marine shipping industry – opportunities to share perspectives, start discussions, ask questions, get product information, get advice from Navis and broader industry experts and shape future product roadmaps. The NOC also features the Salesforce connector for full social support integration. Cases can be submitted from the NOC, and there is a single search for Salesforce and community content. The NOC has also become an invaluable medium to highlight Navis’ loyal customers and promote personal successes for the very people that use its technology on a daily basis. Every month, Navis highlights a customer site and the people running it as part of its ongoing Terminal Spotlight Series. While early Terminals Spotlight Series posts honor customers who have faced, and thrived, during industry challenges (such as Port Newark Container Terminal and the impact of Hurricane Sandy), future posts will cover all notable stories impacting Navis customers.   The biggest and most successful promotion for the NOC took place at Navis World in October of 2012. During the conference, Navis selected and appointed special NOC ambassadors to educate and excite attendees about joining the community. NOC ambassadors, as well as Navis’ PR agency, Affect, also posted a steady stream of Navis World content to the NOC—session recaps, best practices, interviews with attendees, videos, presentations and more—enabling those who couldn’t attend to follow along from afar and for those that did, to keep industry discussions going long after the conference was over.     “One of the advantages of buying from Navis is that you join the largest community of TOS users on the planet,” says Brian Hibbert, General Manager of APM Terminals. “It is this collective brain trust that makes Navis and its customers stronger together.”     “We have come a long way in getting Navis to host an online community that includes all levels of their employees as well as the customers,” says James Burgess, Technical Project Engineer at APM Terminals. “I have used the NOC as a resource to solve issues and answer questions before opening a Salesforce case. By going to the NOC first, I have received answers within minutes and hours instead of days.” As a result of promotional efforts to date, 60% of Navis’ customer base today is registered on the NOC, and that number continues to grow each week. Additionally, over 75% of Navis employees are signed up for the site, making the NOC truly one of the only places where industry professionals can share what they know, get the feedback they need and gather information do the best job possible for their terminals located all over the world. In the future, Navis intends that the online community will be the medium that will help the industry innovate, share best practices and collaborate on a global level, making it the go-to resource for the marine shipping industry.

Company: Telefónica Digital Entry submitted by: Aurelien Poma (Elixor) Head of Community Community: TU Me Community (support.tumeap.com) Lithy category: Best New Community ___________________________________________________________________   Hello everyone, I would like to nominate the TU Me community for the Best New Community Lithys. TU Me is a free app, all-in-one global communicator for iOS and Android.   I’ll try to keep this short.   The aim of our newly opened community is customer support using the model giffgaff has brilliantly put in place: we empower community members and reward them for their help and contributions.   On top of providing amazing customer support the TU Me community has become a massive group of friends from all over the world.     To give you an idea, the map below is a snapshot of where users are registering from on the TU Me community.     In addition to the friendly, multicultural and multilingual atmosphere of the community, our members have suggested amazing features and improvements for the app.   Seven of their ideas have been developed and implemented in the app.   And another seven ideas have been accepted and will make it into the app. Having community members directly impact the development roadmap and influence the priorities for improvements made our work challenging and even more exciting.   We also received impressive new design suggestions for the app, new avatars for the Lithium forum and banners for our Facebook fan page.   Finally I thought I would share a nice story that happened a few weeks ago. To thank one of our community members from Bolivia for his positive contributions we decided to send him a goody bag as a present. This is what we got as a reply when we asked for his postal address:   I've just seen your message about the present, like I said I live in Bolivia, and over here we don't have a mailbox, the apartment where I live in doesn't have a mailbox, I think that the only place that has one is Cochabamba. To be honest, just being part of this community is super cool, and a very good present is to have had the pleasure of meeting you all.   Thank you for reading this nomination, I’ll just finish with one image which is our TU Me user of the week wall, so everyone in the office knows how great our community members are. (I wish we had a bigger wall though :D)    

Company: Autodesk, Inc. Entry submitted by: Katinka Sante, Strategic Social Programs Manager Community: Autodesk Expert Elite Lithy category: Best Social Support Program, Best Superfan Story or Insight, Best New Community ___________________________________________________________________   On November 28, 2012 at Autodesk University, Autodesk’s annual user conference, we announced our formal customer advocacy program: Autodesk Expert Elite. This program is designed to recognize community members who make extraordinary contributions to the company's online community. The program builds on, and is an evolution of the Autodesk Community rank and reputation model.   Members of the Expert Elite group are characterized by their regular and responsive participation in Autodesk's discussion forums, advanced knowledge of the company and its products, and leadership in the user community.   Individuals are selected after a detailed review of their Autodesk Community contributions, which include assisting other customers by sharing product knowledge and displaying engaging and positive styles of communication and collaboration. The goal of the Autodesk Expert Elite program is to deeply engage this important group of individuals and empower them to better assist their peers and support the Autodesk community. The program has a one year term and members are reviewed bi-annually.    As part of the Autodesk Expert Elite program, members receive a number of benefits including access Autodesk’s portfolio of design products, access to a private forum known as the Expert Elite Lounge. This Lounge is only available to our Autodesk Expert Elite members and is geared toward opening the lines of communication between Autodesk and its most valuable customers.   Expert Elites are also given additional administrative permissions within Lithium to help curate and highlight valuable forum content. For example, our Expert Elite members can accept solutions for their posts as well as posts authored by other customers. Additionally, Expert Elites have the ability to escalate their own posts into our CRM system for support assistance. We’ve also created an Expert Elite community badge for members to include in their forum profiles, which they are very proud of.   Today, Autodesk has 64 Expert Elite members from 11 different countries.  These 64 members represent 28% of all posts, 30% of all accepted solutions and 27% of our community kudos. Here are just a few of our Expert Elite members: - Adrianna Schneider - R.K. McSwain   Our Expert Elite members are a key group of stakeholders helping us shape our community programs, strategy and policy.   Watch this video to hear from some of our Expert Elite members as they talk about the importance of supporting our community http://youtu.be/xNsDzbZc58I  

Company: Joe Mobile Entry submitted by: Laurent Partouche (lpartouche) Community Manager Community: Joe Community (communaute.joemobile.fr) Lithy category: Best New Community ___________________________________________________________________   How long does it take to build a new community?   Some weeks at least, a few months probably. Joe's community was born in a day. We remember it very clearly - it was last Oct 23 at 1PM.   Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.   We launched that day of October after a month-long teaser period consisting of a single video on our website with very few information inside. At 10pm, we broadcasted a live Google Hangout from our offices that was watched live by 12,000 people and opened the service early in the afternoon.     It took only minutes for the first curious person to register for an account and order a SIM. The first questions started to pour into the forum and while the team took on the role to try and answer them we soon found this effort was futile. Indeed, in less than one hour, a few good men had already visited every corner of our website, read every information that they could land their hands on and started posting and answering questions way faster than we were able to.   By 4 PM we just sat there and read, amazed by what was happening.   Three months later the community is going strong. With 50,000 posts over 3,900 topics it is very active. Each new subject gets 14 answers on average but what we pride ourselves with is that 49% of questions are tagged as Solved. This helps a lot the new users to quickly find the answer to their questions.   There is still a lot of work to do for the community to keep growing. We need to build engagement and give everyone a good reason to come back every day.    Joe is a pure community-based model. Each and every Joe customer is a community member thanks to a one-step subscription process that allows us to have a single ID for both the community and our self-care.   We also provide an invitation system inspired by Dropbox where a member can invite his friends and relatives to join the community and earn a few euros for each new member that actually activate a SIM.   This allows for funny initiatives such as the member map : a google mashup where members can pin their location on the map and insert their invitation link.                                              

Company: Ooyala Entry submitted by: Thomas Kearsley (tkearsley) Community Manager Community: Ooyala Community (community.ooyala.com) Lithy category: Best New Community ___________________________________________________________________   Ooyala offers leading cross-device video analytics and monetization solutions, streaming over 1 billion videos to nearly 200 million unique viewers per month. The Ooyala Community was officially launched on 10/8/12. Since the launch we have seen 4,108 unique visitors with 20K+ page views. Our community is not open to anyone, only customers who have an account (Backlot) can comment. This limits the community to a low number of participants, but the community will grow as the company scales up.                                             My goal is to make the community a portal to everything Ooyala. A place to find solutions to technical issues, stay up on the latest trends ,and be informed of everything happening at the company. Since my start at Ooyala, I have implemented Google analytics into the site, giving us real-time information on who is visiting, OS, location etc.   I have integrated a Twitter feed for keeping up with the latest Ooyala mentions in social, and embedded Ooyala TV (video) on our home page where users can watch helpful videos. We are using the latest Lithium search (2.0) while building out our TKB with new content every day. I am excited to see our community grow in the months and years to come.