Building Superuser Programs That Succeed

Onboarding

Great onboarding is all about great communication. New members need to feel like they’re part of the team and that they know what they should be doing. More importantly, they need to know how to get information when they get stuck.

Send new members a welcome pack which includes all the necessary documentation that they will need to get the job done.

That might mean:

  • Program goals and objectives
  • Product training material
  • Moderation guidelines
  • Style or voice guides
  • Content templates
  • Role or task descriptions
  • Escalation processes
  • Contact details
  • Responsibilities and expectations
  • Schedule of incentives
  • How to exit the program

To build scalability into your program, consider creating an onboarding role or function so that members induct, welcome, buddy or mentor each other.



If you have the resources, place a personal call to new members. Strong relationships are the key to a successful program. People will work hard for you if they like you and want you to succeed. Creating that personal connection and offering strong support early on is a fundamental part of building that relationship. You can also take this opportunity to reinforce your understanding of members’ goals and motivations.

If a personal call isn’t feasible, a Google hangout can facilitate early engagement and excitement. Set an agenda and give people time to plan. Include ‘homework’ before the call so that people can prepare.

Include an introduction to the wider organization into your onboarding process. Who should members contact when things go wrong or when they need to escalate a situation? How can they get product information in a timely manner or pass on feedback? Connect members with direct support channels if possible.

Consider including an early token of appreciation with your welcome pack. Branded swag may increase motivation and give visibility to your brand. It doesn’t have to be grandiose or expensive. Something small, like a handwritten note and stickers can go a long way. If your program is small and that’s not feasible, demonstrate early recognition by acting on feedback or showing strong support.


Summary

  1. Make immediate contact so that members feel supported and motivated.
  2. Include program documentation in a welcome pack to all new members.
  3. Make your program scalable by having existing members onboard new members.
  4. Consider a personal phone call to establish the relationship.

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