Our Approach
Clear, Structured, Intentional, and Relational
Our approach is focused on relationships first (and always), and we stress the importance of communication, inclusion, and equity before shortcuts or quick fixes. When working with us, expect a combination of primary and secondary research, evidence-based recommendations, a clear methodology, and coaching that builds your and your team’s confidence.
What To Expect When Working With Us
Equity
We value fairness of ownership and access. We ensure that what we create properly credits and benefits its creators, and we offer accessible options for access.
Compassionate Candor
We proactively have hard conversations with care. We aren’t afraid to ask ‘dumb’ questions, and we avoid jargon. We are warm and approachable.
Relationality
We prioritize the quality of our relationships. We show everyone Unconditional Positive Regard.
EQUANIMITY
We prioritize our own mental stability and composure, knowing that when we are well, we can help others too.
OUR CLIENTS DESCRIBE OUR WORK AS:
Actionable • Intentional • Ethical • Clear • Creative •
Actionable • Intentional • Ethical • Clear • Creative •
Meet the Team
Carrie
-
Carrie Melissa Jones is a renowned community builder, author, and entrepreneur who has dedicated her career to helping organizations create meaningful connections and foster strong communities.
Jones began her professional journey working at various startups in the San Francisco Bay Area, where she honed her skills in community management and digital marketing. In 2014, she co-founded CMX, an organization dedicated to bringing together community managers. As the Chief Operations Officer, Jones played a pivotal role in developing the company's content strategy and educational resources. Her work at CMX led her to become a sought-after speaker and consultant for organizations looking to improve their community engagement efforts.
In 2020, Jones published Building Brand Communities: How Organizations Succeed by Creating Belonging alongside Charles H. Vogl. The book serves as a comprehensive guide for organizations looking to build authentic and lasting connections with their audiences. It has become a go-to resource for community managers and marketing professionals alike, receiving praise for its actionable insights and real-world examples.
As an author, speaker, and entrepreneur, Jones continues to push the boundaries of community-building and inspire others to create both physical and digital spaces where people feel a genuine sense of belonging.
-
Carrie lives in Milwaukee, WI, which inhabits Potawatomi, Ho-Chunk, and Menominee homelands along the southwest shores of Michigami, where the Milwaukee, Menominee, and Kinnickinnic rivers meet and the people of Wisconsin’s sovereign Anishinaabe, Ho-Chunk, Menominee, Oneida, and Mohican nations remain present.
Kelly
-
Kelly Shetron has spent her career asking questions. A facilitator, writer, and strategist, she specializes in qualitative research and in-depth interviewing, helping organizations make research-backed decisions and clarify their values. Kelly has a background in documentary storytelling, working with organizations like StoryCorps and the Obama Foundation, and has had the pleasure of helping numerous authors write their books for major publishing houses.
Kelly is originally from the Philadelphia suburbs and holds an MFA in writing from Stonecoast, a BA in economics and English from Muhlenberg College, and a certificate in writing and multimedia storytelling from the Salt Institute for Documentary Studies. In her free time, you can most likely find her on a walk or watching Mad Men (again). She lives in Maplewood, NJ with her dog Charlie and husband Ben.
-
Kelly lives on the land of the Lenape, the first Indigenous people to sign a treaty with the U.S. government in 1778—a promise that was swiftly broken. Today, a Treaty of Renewed Friendship exists between the Lenape and supportive groups, churches, organizations, and individuals. Please read about the treaty and how to support the Lenape at lenape-nation.org.
-
"Carrie's knowledge of community is like Beyoncé planning Coachella: fully involved, knowledgeable on all aspects and able to give clear feedback. The advice she provides is actionable, realistic and builds my own confidence in being a community manager."
— Shana Sumers, Head of Diversity, Inclusion & Belonging, Community Programs, HubSpot
-
“Our work with Carrie Melissa Jones and her team provided a framework to take our community management to the next level. They were a pleasure to work with and customized their approach to our particular needs. I would highly recommend their work.”
— Mary Burke, American Businesswoman and Democratic candidate for Governor of Wisconsin