The Truth About CommunityManagementInternet Summit 2011Angela Connor, Social Media ManagerNovember 15, 2011
Every community is differentAngela Connor        Twitter: @communitygirl   LinkedIn: angelaconnor
Spheres of influenceIf you buildit, will theycome?
Guiding Principles    •    Focus on the members. It is a must that you have content that draws         people in and keeps...
Guiding Principles    •    Focus on the members. It is a must that you have content that draws         people in and keeps...
Guiding Principles    •    Focus on the members. It is a must that you have content that draws         people in and keeps...
Guiding Principles    •    Focus on the members. It is a must that you have content that draws         people in and keeps...
Guiding Principles    •    Focus on the members. It is a must that you have content that draws         people in and keeps...
But first, a story….Angela Connor   Twitter: @communitygirl   LinkedIn: angelaconnor
“A continuous set of interactions, communications and participatory behaviors between individuals seeking meaningful conne...
People will participate in     my community     because…Angela Connor   Twitter: @communitygirl   LinkedIn: angelaconnor
Wrong answers      •   Our brand is huge      •   People love our products      •   I’m a big-time popular highly paid exe...
Spheres of influenceIf you buildit, will theycome?  Angela Connor                Twitter: @communitygirl   LinkedIn: angel...
A Successful Community Manager Needs….          •     A Thick Skin          •     A Personality          •     Work Experi...
Before you do ANYTHING…
What are your Goals?•   Make connections•   Solve problems••   Steady increase in membership•   Crucial conversations•   M...
How can we put this into     practice?Angela Connor   Twitter: @communitygirl   LinkedIn: angelaconnor
Conversations and Dialogue      • Ask Questions          • “What are your top concerns about…?”          • “What should we...
Conversations and Dialogue      • Stroke a few egos          • “Loved your comment…”          • “What great question.”    ...
Get to know the community      • Make connections      • Accept and respond to criticism      • Use your influence      • ...
Repeat After Me.• I own this community.• It is my job to make this a living, breathing, interesting  and active community....
Takeaways•   Give people what they want•   Be present•   Talk to people WHERE they are•   Become a user advocate
And a bad example for the road
Peoplewant toconnect                                   Communitywith                                      managersother   ...
Discussion
Angela Connor    @communitygirl    LinkedIn.com/angelaconnor    aconnor@capstrat.com    Blog.AngelaConnor.com    Capstrat ...
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Internet Summit Presentation by Angela Connor

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Angela Connor's presentation at Internet Summit 2011. Angela is Social Media Manager at Capstrat and author of the book "18 Rules of Community Engagement: A Guide for Building relationships and Connecting With Customers Online."

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  • When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
  • When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
  • When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
  • When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
  • When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
  • So what exactly IS social engagement? You’ve heard me say that word quite a bit in this short amount of time. Here is how I want you to think about it.READ DEFINITIONWe have to facilitate this process in online communities. And when we do it right, amazing things start to happen. - Share my GOLO story next.
  • Goals and Objectives BEFORE Social Media Strategy and Tactics What do you want to accomplish? Educate the masses? That’s not specific enough. Many of you have Facebook pages and active twitter accounts. Some are using Flickr, posting and sharing events but you’re not seeing the traction. At Capstrat, we believe your online involvement is an investment. It needs to be considered a long-term strategic commitment, not a short-term experimental tactic.
  • Internet Summit Presentation by Angela Connor

    1. 1. The Truth About CommunityManagementInternet Summit 2011Angela Connor, Social Media ManagerNovember 15, 2011
    2. 2. Every community is differentAngela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    3. 3. Spheres of influenceIf you buildit, will theycome?
    4. 4. Guiding Principles • Focus on the members. It is a must that you have content that draws people in and keeps them coming back. User-experience is a key component. •Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    5. 5. Guiding Principles • Focus on the members. It is a must that you have content that draws people in and keeps them coming back. User-experience is a key component. • Provide value. Give participants information they can’t find elsewhere. Educate them. Help solve their problems. Provide insight on topics they care about. •Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    6. 6. Guiding Principles • Focus on the members. It is a must that you have content that draws people in and keeps them coming back. User-experience is a key component. • Provide value. Give participants information they can’t find elsewhere. Educate them. Help solve their problems. Provide insight on topics they care about. • Listen and respond. Be present. Find out what they like and don’t like and do something about it. Be open. Ask for opinions and feedback. Respect your members. •Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    7. 7. Guiding Principles • Focus on the members. It is a must that you have content that draws people in and keeps them coming back. User-experience is a key component. • Provide value. Give participants information they can’t find elsewhere. Educate them. Help solve their problems. Provide insight on topics they care about. • Listen and respond. Be present. Find out what they like and don’t like and do something about it. Be open. Ask for opinions and feedback. Respect your members. • Repurpose and remix. Existing content can be used and reused. It will always be new to someone. Showcase user-generated content. The well is never dry when you find ways to breathe new life into archives and take a different approach. •Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    8. 8. Guiding Principles • Focus on the members. It is a must that you have content that draws people in and keeps them coming back. User-experience is a key component. • Provide value. Give participants information they can’t find elsewhere. Educate them. Help solve their problems. Provide insight on topics they care about. • Listen and respond. Be present. Find out what they like and don’t like and do something about it. Be open. Ask for opinions and feedback. Respect your members. • Repurpose and remix. Existing content can be used and reused. It will always be new to someone. Showcase user-generated content. The well is never dry when you find ways to breathe new life into archives and take a different approach. • Make it easy for everyone. Membership is the goal but lurkers matter. It could take months for a participant to actually join a community. Provide some content that doesn’t require membership and encourages conversion. •Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    9. 9. But first, a story….Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    10. 10. “A continuous set of interactions, communications and participatory behaviors between individuals seeking meaningful connections to others.”Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    11. 11. People will participate in my community because…Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    12. 12. Wrong answers • Our brand is huge • People love our products • I’m a big-time popular highly paid executive • We paid a fortune to have it built • It has great features • We’ve added Facebook Connect • We’re better than everyone else None of these will sustain a community.Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    13. 13. Spheres of influenceIf you buildit, will theycome? Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    14. 14. A Successful Community Manager Needs…. • A Thick Skin • A Personality • Work Experience • Interpersonal Skills • An Even Temper • Common Sense • Work Experience • An interest in people and continuous learning • Work Experience • Genuine Love for What You Do • Willingness to Contribute • Empathy • StaminaAngela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    15. 15. Before you do ANYTHING…
    16. 16. What are your Goals?• Make connections• Solve problems•• Steady increase in membership• Crucial conversations• Move to action• Repeat visitors• Generate buzz
    17. 17. How can we put this into practice?Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    18. 18. Conversations and Dialogue • Ask Questions • “What are your top concerns about…?” • “What should we do about…?” • “What will happen when/if…? • Provide useful information and content • Live chats, Expert interviews, access to documents • Make it Personal • ComplainAngela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    19. 19. Conversations and Dialogue • Stroke a few egos • “Loved your comment…” • “What great question.” • “Your ideas are always relevant and timely.” • Showcase and Acknowledge good work • Share across other social channels • Ask for HelpAngela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    20. 20. Get to know the community • Make connections • Accept and respond to criticism • Use your influence • Seek expert advice and opinions • Make small talkAngela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    21. 21. Repeat After Me.• I own this community.• It is my job to make this a living, breathing, interesting and active community.• I will not be lazy• I will not copy others• I will appreciate my community’s uniqueness.
    22. 22. Takeaways• Give people what they want• Be present• Talk to people WHERE they are• Become a user advocate
    23. 23. And a bad example for the road
    24. 24. Peoplewant toconnect Communitywith managersother can makepeople that happen.Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
    25. 25. Discussion
    26. 26. Angela Connor @communitygirl LinkedIn.com/angelaconnor aconnor@capstrat.com Blog.AngelaConnor.com Capstrat Insights: http://www.capstrat.com/insights/authors/angela-connor/ Book: “18 Rules of Community Engagement: A Guide for Building Relationships and Connecting With Customers Online (Happy About, 2009)Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor

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