I’m Serena, an online community professional based in London.
Over the last 12 years I’ve been building and managing online communities at some of the UK’s leading health charities. Bringing people together to empower, connect and inform means the world to me. More importantly, it means a lot to the people I help support.
This blog is about sharing experience and good practice in community management, particularly for non-profits and charities. You can find out more about my experience below.
Working with me
I work with non-profits and charities to provide advice on community strategy and community management and have delivered training and coaching to empower and enable community teams to thrive.
My work at Alzheimer’s Society
Most of my work with with Alzheimer’s Society, a non-profit in the UK. I currently oversee Dementia Talking Point, an online peer support community.
This involves overseeing three teams of volunteers and employees in different countries and with different roles, as well as overseeing product and service development, securing buy-in and funding, and raising the profile of the service internally and externally.
As part of my role, I’ve received training from the Helplines Partnership and Samaritans in Safeguarding Masterclass, Emotional Resilience, Responding to Emotional Content and Managing Difficult Contacts.
I have spoken at charity sector events, podcasts, and community management conferences about this work (see below for more details).
Community industry experience
In 2020, I was a finalist in the Community Industry Awards in the Executive Lead category.
Outside of work, I host CMX Connect events for community managers in London to connect community professionals in my home city. I’m a member of the CMX Pro network, and have completed the CMX Fundamentals of Community Strategy training program.
I’m also an admin for Modbods, a community of practice for people running peer support communities at non-profits in the UK. We run an online community and also organise in-person events to connect our members, share knowledge and learn together.
Podcasts and articles
I’ve listed some podcasts and articles below where I explain more about the work I do and share insights on community building:
- My episode on Community Signal speaking about running a community for people with dementia and user-led services.
- Beth McIntyre at CMX interviews me about my community management career and my role at Alzheimer’s Society.
- This article from CMX includes advice from me and other community professionals on how to manage conflict.
- My advice in Third Sector on how to support frontline online staff and develop procedures to look after their mental health.
- My episode on the C2C Podcast speaking about overseeing a 17 person team, getting buy-in and the importance of impact.