Soft and Indispensable Skills

Colleen Young has the best hands-on engagement skills I’ve seen.

You can browse down here to see her incessantly great contributions to Mayo Connect.

In almost every single post she clarifies the question, continues the discussion, adds her own knowledge, and invites other people to participate.

She offers empathy, knowledge, and understanding. People don’t just build a relationship with her, they build a relationship with each other too. That’s more valuable than knowledge.

It would be a lot easier to simply answer the question and move on. But Colleen offers something far more valuable.

It’s not easy either. Most community professionals can’t keep this going for a few hundred posts…Colleen has kept it going for 8,000 posts.

And the results speak for themselves:


If you’re looking for great examples of engagement, check out what Colleen’s doing at Mayo Connect.

Three more thoughts:

  1. If you’re recruiting someone, look up their contributions to their current community. Do they display a deep level of empathy, knowledge, and desire to connect members?
  2. If you’re looking for a job, now’s a good idea to start displaying those similar traits.
  3. You and your team should be mastering these skills (as Colleen did) in our Psychology of Community course (relaunching on Feb 24).

(p.s. Read this full case study from The Mayo Clinic)

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