Gamify your Community
Laure Cetin, Community Reputation Manager, SAP Community Network
February 2013
The SAP Community Network
(SCN)
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 3
2,000,000+unique individual visitors each month
270,000+...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 4
Content Is King
Technical & Business
Content
Troubleshoo...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 5
A High-Tech, Professional Community
A 10-year old, matur...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 6
SCN Architecture (Jive)
Customer
Relationship
Management...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 7
Community Management Tips
Orchestrate, don’t control
 L...
What is Gamification?
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 9
Definition
Gamification is the use of
game-thinking and ...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 10
Not Just a Hype
$0
$500
$1,000
$1,500
$2,000
$2,500
$3,...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 11
What Gamified Companies Are Saying (source: Bunchball)
...
Current Use of Game
Mechanics on SCN
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 13
Points
Lifetime points
 Never expire
 Don’t represent...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 14
Status and Badges
Active Contributors:
 250+ points in...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 15
Rewards and Recognition
Quality content featured promin...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 16
I Am On the SCN Home Page!
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 17
I Am the SCN Member of the Month!
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 18
I Am an SAP Mentor!
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 19
I Am an SCN Topic Lead!
A Gamification Platform and
a New Program
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 21
A Gamified SCN Experience
Onboarding
Collaboration
Reco...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 22
Gamification Strategy
Recognition
and Reputation
Points...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 23
How to engage and achieve reputation:
SCN-Level:
 Life...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 24
Reputation and Gamification Mechanics
User Profile
 My...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 25
Looking Forward
Transformation of the high-tech industr...
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 26
May 2013 Update
We are live!
Visit scn.sap.com/welcome
...
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Contact information:
Laure Cetin
Community Reput...
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Feb2013 Social Media MeetUp: Community Management and Gamification

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This is a presentation I gave at a MeetUp in the SF Bay Area in February 2013. As a community manager, I shared my best practices and talked about my plans to gamify the community. We are now live with gamification on the SAP Community Network! Check it out at scn.sap.com/welcome.

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Feb2013 Social Media MeetUp: Community Management and Gamification

  1. 1. Gamify your Community Laure Cetin, Community Reputation Manager, SAP Community Network February 2013
  2. 2. The SAP Community Network (SCN)
  3. 3. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 3 2,000,000+unique individual visitors each month 270,000+members have ever contributed 9,200active bloggers 5,000+discussion threads per day 400+discussion topics 230+Countries & territories 9,300,000total messages The Social Network for SAP Professionals 30,000Wiki pages
  4. 4. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 4 Content Is King Technical & Business Content Troubleshooting: Discussion Forums Storytelling: Blogs Collaborating: Wiki Downloading: Software, Tools
  5. 5. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 5 A High-Tech, Professional Community A 10-year old, mature community: External Diverse Organic growth Need to encourage quality contributions A professional, high tech community: It takes time to contribute content It is about building a reputation as an SAP Professional Cheating/Gaming the system is not good!
  6. 6. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 6 SCN Architecture (Jive) Customer Relationship Management ABAP Development Master Data Management Current Structure = Topic Based
  7. 7. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 7 Community Management Tips Orchestrate, don’t control  Listen (forums, social media)  Respond  Build personal relationships Ensure diversity  Make it interesting Bring expertise  Ensure high quality of content Bring dynamism and passion  Advocate for your community Add here…
  8. 8. What is Gamification?
  9. 9. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 9 Definition Gamification is the use of game-thinking and game mechanics in a non-game context in order to engage users and solve problems. Gamification is used in applications and processes to improve user engagement, ROI, data quality, timeliness, and learning. Source: Wikipedia
  10. 10. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 10 Not Just a Hype $0 $500 $1,000 $1,500 $2,000 $2,500 $3,000 2011 2012 2013 2014 2015 2016 Millions Gamification Software Market - $2.8B by 2016 By 2014, a gamified service for consumer goods, marketing and customer retention will become as important as Facebook, eBay or Amazon, and more than 70% of Global 2,000 organizations will have at least one gamified application.
  11. 11. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 11 What Gamified Companies Are Saying (source: Bunchball) • 40% increase • 30% increase • 19% increase Increased Unique Users • 100% increase • 85% increase from 20M • From 3 per visit to 4-4.5 Increased Page Views • 2-3X increase • 85% increase • From 3.5 min. to 4.5 min. Increased Time on Site • From 0 to 2.4M • From 0 to 50,000 • 30% of visitors registered Increased Registered Users • 47% increase in associated sales Increased Product Revenue • 40% increase in ad sales • 40% increase in ad sales Improved CPM/CPV Rates
  12. 12. Current Use of Game Mechanics on SCN
  13. 13. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 13 Points Lifetime points  Never expire  Don’t represent current activity 12-month rolling points  Represent current activity  Expire – this is perceived as unfair and demotivating SCN points are not redeemable
  14. 14. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 14 Status and Badges Active Contributors:  250+ points in the last 12 months  4 levels (Bronze, Silver, Gold, Platinum) Top Participants leaderboard Topic Leader contest Moderators  ~1,000 members  Volunteers  Guardians of quality Mentors  ~100 members  Influencers nominated by the community
  15. 15. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 15 Rewards and Recognition Quality content featured prominently on SCN Member of the Month recognition Access to systems, information (SAP Mentors) Participation in events (SAP Mentors) Recognition at events (SAP Mentors, SCN Topic Leaders)
  16. 16. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 16 I Am On the SCN Home Page!
  17. 17. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 17 I Am the SCN Member of the Month!
  18. 18. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 18 I Am an SAP Mentor!
  19. 19. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 19 I Am an SCN Topic Lead!
  20. 20. A Gamification Platform and a New Program
  21. 21. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 21 A Gamified SCN Experience Onboarding Collaboration Recognition Competition Self Expression Altruism  Real-time positive feedback reinforces good behavior  Real-time negative/corrective feedback: learn and adjust  Transparency provided to members who know where they stand  Goals to keep members motivated
  22. 22. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 22 Gamification Strategy Recognition and Reputation Points Badges “My” spaces Space status Activities/Behaviors Leaderboards Leverage gamification to motivate community members to take actions beneficial to the community and SAP Reward participation and achievements with points and badges. Let people shine in leaderboards, where we feature them for achievements of point levels and missions. Help members grow their reputation as an expert in a topic
  23. 23. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 23 How to engage and achieve reputation: SCN-Level:  Lifetime points across SCN  Levels determined by lifetime points Missions:  Start with a few, add more with time  Make missions progressive to encourage and motivate  Site-wide and space-specific missions Topic expertise in spaces:  Lifetime points by space  Leaderboards in spaces and across SCN
  24. 24. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 24 Reputation and Gamification Mechanics User Profile  My business card  A summary of my achievements  An overview of my expertise Missions  Fun, engaging  Address all personalities in your community  Point economy: – Simple vs. hard – Low value vs. high value – Low point reward vs. high point reward Badges  Role-based badges:  Mission-based badges: – Represent expertise – Represent what type of person I am
  25. 25. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 25 Looking Forward Transformation of the high-tech industry:  Impacting human interaction  Helping Sales and Support Gamification can be serious  Improve moderation tools and controls  Implement reputation mechanisms similar to stackoverflow.com Concept of portable reputation  Ability to port point status, badges onto other platforms  Very valuable for independent consultants or marketers Mobile!
  26. 26. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 26 May 2013 Update We are live! Visit scn.sap.com/welcome Visit my profile and take a look Read:  The announcement blog  The SCN Reputation Program Overview
  27. 27. © 2013 SAP AG or an SAP affiliate company. All rights reserved. Thank you Contact information: Laure Cetin Community Reputation Manager laure.cetin@sap.com @LaureCetin
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