#CMGRHangout presents: Mapping Community Journeys


We’re back for #CMGRHangout this week! Hopefully you’ve been enjoying your summer like we are. In case you missed our news, we’ve switched to a summer format so are only hosting #CMGRHangout on the first Friday of each month.

Customer journey mapping is not uncommon when designing user experiences but, depending on skills and the size of your team, not always taken into consideration when designing a community. We all have goals for our community and mapping helps us to achieve these goals. I should throw out a disclaimer that if you don’t know the goal for your community, STOP RIGHT NOW to take some time with CMX’s SPACE Model (http://cmxhub.com/the-space-model/) and figure it out. Mapping is the least of your concerns if you don’t know where you’re trying to go. If you do know your goals, lets look how to plug in your destination, identify your community starting point and figure out how to identify the steps between the two.

Join us for this week’s #CMGRHangout panel on Friday, August 5th at 2pm ET/11am PT to look at how to map community journeys.

+Sherrie Rohde will be hosting the hangout with +Alexandra Bowen, +Frank Field and +Sara Sigel on panel. +Christin Kardos and +Carrie Keenan will be moderating the Twitter chat using #CMGRHangout .

Discussion Questions

1. What are the benefits of creating a customer journey map?
2. Where do you start when creating a customer journey map?
3. What research should you gather before beginning your map?
4. How do you identify touch points and channels for each stage and goal?
5. What roles do empathy maps and lenses play when mapping the journey?
6. How do you identify a successful community journey map?
7. What advice do you have for someone creating a community journey map for the first time?

RSVP & Watch the Hangout

RSVP here to let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting here.

Let’s discuss ways you can attend:

Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)

Talk and Be Seen: If you decide you want to talk, not just watch, please let us know in advance. (We will only invite a few people for this event, so let us know why you would like to attend.)

Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout .

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.

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