When launching and managing online enterprise communities, there are a lot of behaviours to consider, and it helps to understand some of the intricacies involved. This is a workshop/presentation I gave to the Intranet Leadership Forum in Melbourne, April 2013.

1. Managing online enterprise communities
Alex Manchester // Step Two Designs
alex@steptwo.com.au // @alex_manchester

2. Managing online enterprise communities
The state of online communities
Your online participation
Web versus enterprise
The many faces of communities
The pros and cons you see
Aiming to get it right

3. We’ve come a long way…

4. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Yammer
Powerful platforms…

5. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Amazing mobile apps…
Image courtesy of Yammer

6. What online communities are you a member of?

7. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N SDoes the success
of web-based
social networks
and communities
translate to
success in
organisations?

8. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Critical mass…

9. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S1 billion users…

10. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S…100 users…

11. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S…or 10 users…

12. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
• Different dynamics
Different dynamics…

13. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
• Different purpose
Different objectives…

14. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
• FUD
A lot of FUD…

15. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
• The need for ROI
The need to justify…

16. The many layers of communities

17. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Social networks
Emergent, fluid, unfocused, full of weak ties,
focused on serendipity, lightweight
interactions and relationships

18. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Communities of interest
Centred around a generic topic but otherwise
unstructured: Apple users group, runners
group, mothers group, sustainability,
innovation…

19. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Communities of practice
Larger, structured around specific, more
tangible topics, often solving specific
problems - road engineering, marketing,
‘process improvement’…

20. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Project teams
Small or large teams, focused, quickly
created, hopefully disbanded in structured
fashion: Business transformation, intranet
project, CRM project, OH&S project…

21. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Framestore
Topic-centric micro-blogging

22. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Framestore

23. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Stockland
Multiple communities

24. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Stockland

25. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Stockland

26. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Stockland

27. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Enter LLC
Social network

28. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Enter LLC

29. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Enter LLC

30. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Enter LLC

31. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Enter LLC

32. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Dutch Government
A big community idea

33. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Pleio

34. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Pleio

35. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Pleio

36. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Pleio

37. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Spectrum mapping

38. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N SSpectrum mapping
• Use Post-Its
• Write down your thoughts on the question
• Include your organisation and name
• Place your post its on the spectrum line

39. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Reasons TO contribute to
online communities at work
MajorMinor

40. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Reasons for NOT contributing to
online communities at work
MajorMinor

41. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
• Policy and governance
Governance…
Do you have a policy?
How do you manage problems?
How do you manage tough questions?
How do you manage dead spaces?

42. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
• Early adopters and momentum
Achieving lift-off…
Early adopters
Seeding discussions
Recording wins
Working hard

43. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Building communities
Prodding participants
Ensuring questions are answered
Proving worth

44. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Sabre

45. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Images courtesy of Sabre

46. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Image courtesy of Sabre

47. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
Things to watch for…
Executive contradictions
Problematic participants
Avoiding the ghost town
Be aware of the time it takes

48. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
The community manager

49. Step Two Designs (www.steptwo.com.au) Designing for success with social tools • March 2013
S t e p T w o D E S I G N S
The community manager
The pinåta
The sponge
The spam hammer
The concierge
And more…
(http://blog.getsatisfaction.com/2011/01/24/community-manager)

50. Managing online enterprise communities
The state of online communities
Your online participation
Web versus enterprise
The many faces of communities
The pros and cons you see
Aiming to get it right

51. Managing online enterprise communities
Alex Manchester // Step Two Designs
alex@steptwo.com.au // @alex_manchester