OurHouse.com
Combining the buying power of over 5,000 Ace Hardware stores with an online home improvement destination, OurHouse.com sold hardware, decorating supplies, and services.

To provide answers to home improvement questions in the client's discussion forum-based advice section, I managed several volunteers and celebrity spokespersons. This included Lou Manfredini, known as "Mr. Fix-It", weekly contributor to NBC's The Today Show. Visitor questions were funneled to these experts in order to provide solutions to the 300-400 new posts received each week.

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AT&T Worldnet
As a leading Internet service provider, AT&T Worldnet Service has received wide recognition for its member benefits. As a special feature, ATT.net offered monthly chat events with featured celebrities. The client approached me to coordinate selected chats, serving as moderator, online greeter, or the guest's primary point of contact. The popularity and frequency of these events improved AT&T Worldnet's retention rate, maintaining subscribers for longer periods of time.

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ChefTalk.com
Built as a community-driven destination for both professional chefs and food enthusiasts, ChefTalk.com needed events and promotions to gain revenue opportunities from their growing list of 2,000 members.

Celebrity authors were featured in live chat events that attracted a global audience and sponsorships. I created a four-member chat management team to coordinate events in real-time. Targeted content from advertisers was imbedded into the chat experience. Post-event transcripts created unique site content that supported follow-up feedback from site patrons.

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eCorSolutions.com
By providing tools to assist medical patients in the management of chronic diseases, eCorSolutions.com created a lifeline of medical advice with an emphasis on preventive maintenance.

To build the interactive section of the website, I created contests that prompted patients to share their situational knowledge. These efforts helped provide prompt, authoritative responses to questions, which in turn, improved overall retention for those enrolled in preventative medical programs.

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PhantomRanch.org
As a year-round camping and retreat facility, Phantom Ranch sought to communicate with campers, alumni, and supporters through the Internet.

Interactive elements were implemented with the addition of an asynchronous collection of message boards that allowed campers to communicate with each other after their Phantom Ranch experience had concluded. I also moderated live chat events with session speakers, providing the client with an unparalleled avenue for follow-up and feedback.

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AARPSmallBiz.com
Built by The Hartford Financial Services Group to market small business products to AARP's over 35 million members, AARPSmallBiz.com featured articles, interactive tools, and special promotional deals.

I moderated the client's discussion forums, providing responses to member questions by posting feedback from guest authors. In addition, because of AARP's strong stance on protecting the 50-plus age group, much attention was focused on keeping the community areas clear of unsolicited commercial advertising.

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CalvaryMemorial.com
With a progressive stance for using technology in their ministry activities, Calvary Memorial Church sought to redevelop their existing website, focusing on moving their content into a more user-friendly categorization.

I was tasked with creating guidelines and a growth plan for the client's discussion forums, a unique feature among church websites. An off-topic area was added to balance the sensitivity of other spiritually oriented topics. Promotional emphasis was also added to a forum moderated by the senior pastor.

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MachineTools.com
Launched as a marketplace for the metalworking industry, MachineTools.com wanted to integrate an online directory of industrial products with content and interactive elements.

I grew the online community that populated the client's discussion forums. This involved facilitating discussions around industry issues and prompting follow-up from the participants. On behalf of the client, I also attended various industry trade shows to recruit experts to join the community and answer questions.

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Kidology.org
The non-profit organization behind Kidology.org, a Web resource for adults who work with kids in a religious environment, wanted to expand and upgrade their Internet operations.

As a membership upgrade feature, I introduced discussion forums. Through strategic enhancements, the community was preloaded with forum ID's for all site patrons, resulting in above normal growth of participation rates. The Kidology.org discussion forums supported a faster return on investment than traditionally seen in other online communities.

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SurveyorCentral.com
Mapping out a vast array of land surveying resources was the goal of SurveyorCentral.com, a portal that combined industry information, product sales, and discussion about career issues.

This client contracted me to launch and populate their discussion forums. I implemented numerous marketing initiatives that offered rewards for community participation. To provide authoritative answers to user questions, I recruited industry experts to post responses for a wide range of topics, including surveying trends, technical issues, and training programs.

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mySAP.com
SAP AG, a German software firm, produces applications that integrate functions such as distribution, accounting, and human resources into a single product. To help promote the use of their mySAP.com applications, the client annually hosts a global conference called Sapphire.

During this conference, I moderated selected chats with guest experts simultaneously located in North America and Europe. Since these live events were held during European business hours, facilitation from the United States was handled during pre-dawn time periods.

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MercuryInteractive.com
As the leader in IT testing and performance products, Mercury Interactive maintained a large support network for their clientele. These mechanisms included an online discussion area and Knowledge Base for customers to ask questions and contribute their solutions.

I encouraged new users to submit questions and researched solutions for unanswered forum posts. The client contained support costs through self-service, gained stronger customer loyalty, and experienced a higher level of customer satisfaction.

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