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Communities of Practice (CoPs)
      Community Leadership




Presented by:
Lori Brown & Curtis Conley, Ed.D.

October 2012

                                       © 2012 Deloitte Global Services Limited
Agenda


• Lori Brown: Who am I and what is my role?
    • Community Stories
    • Lessons Learned
    • Future Plans

• Curtis Conley: Who am I and what is my role?
    •   Community Success Factors
    •   Improving Community Health
    •   Community Tools
    •   Peer Support




2                                                © 2012 Deloitte Global Services Limited
Community Leadership
Who am I and what is my role?
Lori Brown
• Background
    - Novell
    - Communities
• Joined Deloitte in October 2011
• Global Consulting Knowledge Management
    - Communities Team
    - Dedicated Community Moderator
       o Getting started
       o HC: Strategic Change and Organization Transformation
       o S&O: Strategy
       o Technology: SharePoint




4                                                     © 2012 Deloitte Global Services Limited
Achieving an active community together

              Our commitment:                         Leader commitment:

    • Dedicated Community Moderator will      • Identify the business priority and
      team with community sponsor(s) and        globally aligned community
      leadership on building community        • Identify a community sponsor that will
      related activities:                       work with the Dedicated Community
      • Increase membership through             Moderator
        promotion and awareness               • Introduce Dedicated Community
        campaigns                               Moderator to community sponsor
      • Stimulate the use of the discussion   • Commit to the community
        board and social media tools          • Encourage your leadership team to
      • Coordinate and host knowledge-          support and reinforce the Dedicated
        sharing events                          Community Moderator
      • Connect practitioners to desired      • Provide access to business related
        content and develop approaches to       conversations e.g., e-mail
        highlight content on site               distributions, meetings, events,
      • Coordinate community events             projects
      • Actively use health indicators to
        achieve maximum success
      • Provide mentorship on
        collaboration, knowledge-sharing
        resources, and global network
        development
      • Track and report progress


5
HC: SC&OT Community Story
•   Site launched October 2011
•   My involvement began March 2012
•   One moderator driving community
•   We officially launched community May 2012 with sponsor
    message
•   Created Yammer group and integrated within community site
•   Call for core team members through Yammer
    - Continue to onboard everyone with community tools and resources
•   What‟s next:
    - Newsletter
    - Knowledge sharing events
    - Content drive




6                                                      © 2012 Deloitte Global Services Limited
S&O: Strategy Community Story
• Launched September 2009
• My involvement began March 2012
• US practice initially drove the site development and activities
• SA lead identified a global community moderator
• On-boarded the new moderator with information on overall
  community program, tools and processes
• We merged the global team with US team
• Built and launched global site
    - Piloted the dynamic data table
    - Content rating system
• Next:
    -   New community sponsor
    -   Global Yam Jam promote
    -   Build global core team
    -   CoE for content drive

7                                                      © 2012 Deloitte Global Services Limited
Technology: SharePoint Community Story
•   Launched February 2010
•   My involvement March 2011
•   Core team existed, but ran out of energy
•   Revitalized existing core team
•   Identified Yammer group and integrated within community
•   Used Yammer to do a call for global core team members
•   August newsletter distributed
•   August knowledge-sharing event successful
•   Next steps:
     - White papers
    - Update newsletters
    - Update community site
    - Knowledge-sharing events



8                                                    © 2012 Deloitte Global Services Limited
Lessons learned: Pros and Cons
PROS:
• Consistent community advocate that requires no on-boarding
• GCKM “inside” connection and familiarity
• Building relationships and network to contribute towards
  community
• Familiar with community metrics, tools and resources available to
  create a healthy community
• Core team volunteers are enthusiastic, willing to learn and take
  risks
CONS:
• Hard to get core team and community members comfortable
   working outside of boundaries (hierarchical, organizational,
   geography), using community tools and comfortable
   collaborating globally
• On-boarding process for core team impacts target dates
• Getting connected and “in the know”
9                                                    © 2012 Deloitte Global Services Limited
Future plans
•    Continue to “beat the drum” and promote and grow each of the
     SA priority communities and community program
•    Continue to ensure all of these communities‟ objectives align with
     the global leaders‟ priorities and strategies
•    Continue building connections and working globally
•    Promote collaboration, content contribution and knowledge-
     sharing within each community
•    Migration of community sites to new platform
•    Take on new priorities:
     - SAP
     - Social Media




10                                                      © 2012 Deloitte Global Services Limited
Community Success
Who am I and what is my role?




                                               Northern Illinois University




     Curtis Conley, Ed.D.   curtisconley.com   Deloitte Consulting

     Ed.D.




12                                                     © 2012 Deloitte Global Services Limited
Community Success
Factors
Community Success Factors

The most successful, active communities all have the following traits in common:

•    Supported by committed leader(s) with passion, expertise, and time for the role
•    Constantly look for ways to promote community and increase membership
•    Promote knowledge sharing via an active threaded discussion board with
     regular posts and replies
•    Distribute regular newsletter or blog posts
•    Hold regular conference calls, webinars, or face-to-face meetings




14                                                                © 2012 Deloitte Global Services Limited
Community Measurement

The monthly Community Health Report is designed to provide feedback to
communities teams on the success factors most critical to achieving and
sustaining an active community.
• The report correlates to the critical factors previously discussed:
     • # of posts to your community‟s Yammer group

     • # of blog posts / newsletters distributed

     • # of community events (e.g., meetings, conference calls)

     • # of community members




15   Footer                                                         © 2012 Deloitte Global Services Limited
Community health indicators
     Green
      • At least one post to your Yammer group per week

      • At least one newsletter or blog post per month

      • At least one conference call, webinar, or face-to-face meeting every other month

      • # of group members / # of CoP members is 75% or greater

• Yellow
      • At least one post to your Yammer group per month

      • At least one newsletter or blog post per quarter

      • At least one conference call, webinar, or face-to-face meeting per quarter

      • # of group members / # of CoP members is 50-74%

     Red
      • No posts to your Yammer group in a month

      • No newsletter or blog post in a quarter

      • No conference call, webinar, or face-to-face meeting in a quarter

      • # of group members / # of CoP members is less than 50%




16                                                                                         © 2012 Deloitte Global Services Limited
Improving community
health
Yammer group

       Yammer provides a space where community members can interact
       virtually; sharing what they find interesting or asking questions about a
       problem they may have.

       •   Tips for going green:
           o   Seed your Yammer group with posts
               o    Post at least once a week, set a calendar reminder to do so
               o    Include a summary of a community event, a useful link, or a thought-
                    provoking topic to stimulate discussion
               o    Recruit other core team members or key members to also post
           o   Encourage members to subscribe to your group via Email Alerts
               o    Send existing members an email reminder to do so
               o    Update your welcome message asking new members to do so
           o   If a question is asked, answer within 48 hours
           o   Pull discussions/questions from email exchanges into the Yammer group
           o   Yammer group is displayed prominently on your community site




18                                                                     © 2012 Deloitte Global Services Limited
Blog / Newsletter

         A blog or newsletter is your primary communication tool to members.
         It is the official “voice” of your community.

         •   Tips for going green:
             o   Post/send out updates on a regular/routine basis
                 o    Post at least once a month, more if possible; set a calendar reminder to
                      do so
                 o    Share community updates (content, events), industry news, messages
                      from leadership, solicit feedback, etc.
             o   Recruit other core team members or key members to also post
                 o    Having leadership blog engages other community members
             o   Send email to members, encourage them to set up Email Alerts
             o   Blog/Newsletter is placed prominently on the community site, archive available




19                                                                        © 2012 Deloitte Global Services Limited
Events

         Holding regular conference calls, webinars, or face-to-face meetings
         give your community members a chance to come together to put a
         voice/face to who they‟re collaborating with virtually.

         •   Tips for going green:
             o   Hold events on a regular/routine basis
             o   Recruit other core team members or key members to also post
             o   Invite external speakers or vendors to present during calls
             o   Recruit thought leaders within Deloitte to host a Yam Jam
             o   Possible topics to share include summary of industry events, conferences,
                 lessons learned, project summaries, or roundtable discussions on a subject of
                 interest
             o   Create a space where members can view event agenda, materials and
                 suggest future topics
             o   Event space/calendar placed prominently on the community site, archive
                 available




20                                                                         © 2012 Deloitte Global Services Limited
Membership

       Having a critical mass of members join your community and Yammer
       group is crucial for the long-term health of your community.

       •   Tips for going green:
             o   Promote your community using the templates and examples available in the
                 Community Manager Community
             o   Cross promote your community with other communities/Yammer groups
             o   Find newsletters or other calls/events where you can encourage others to join
             o   Include a link to your community in your email signature
             o   Request that members of your community share the URL with colleagues




21                                                                          © 2012 Deloitte Global Services Limited
Community Tools
Using Community Collaboration Tools

When should you use each of the collaboration tools available to you in your
community?

•    Yammer
•    Blog
•    Calendar
•    Wiki




23                                                          © 2012 Deloitte Global Services Limited
Using Community Collaboration Tools

Yammer

 When to use                                                         When NOT to use
 • Share a link, e.g., here is a link to the latest Forrester        • Specific action items and requests
   Wave report on social networking                                  • Final deliverables, content and attachments
 • Ask a question, e.g., has anyone encountered this                 • Client material
   problem before, and if so, how was it solved?
 • Find a resource, e.g., looking for a specialist in retirement
   benefits to help win a bid in Calgary
 • Answer a post, e.g., in response to your question, here
   are links to three relevant quals in the quals database
 • Recognize a colleague, e.g., thanks to @JR Reagan for
   posting Innovation Questions of the Day
 • Inform about your activities, e.g., will be in the Philadelphia
   office today; does anyone wish to meet?
 • Suggest an idea, e.g., local office TV screens should
   display the global Yammer conversation stream




24                                                                                                © 2012 Deloitte Global Services Limited
Using Community Collaboration Tools

Blog

 When to use                                                      When NOT to use
 •   Sharing tips and tricks, links, and other insights broadly   • Final deliverables, content and attachments
 •   Opinions                                                     • Client material
 •   News and announcements                                       • Discussions
 •   Communiqués
 •   Chronological archive (e.g., of newsletters sent out)
 •   Updates on community content/resources




25                                                                                             © 2012 Deloitte Global Services Limited
Using Community Collaboration Tools

Community Calendar

 When to use                                            When NOT to use
 •   Share community events                             • General/common events (e.g., holidays)
 •   Share community deadlines (e.g., content drives)   • Internal team events
 •   Share relevant, internal events                    • Events not open to the entire community to join
 •   Share relevant, external events




26                                                                                    © 2012 Deloitte Global Services Limited
Using Community Collaboration Tools

Wiki

 When to use                        When NOT to use
 • Shared document development      •   News
 • Shared agenda development        •   Final deliverables, content and attachments
 • Ongoing editing of shared text   •   Client material
                                    •   Discussions
                                    •   Blog or chronological archive




27                                                                 © 2012 Deloitte Global Services Limited
Peer support
Collaborate with other community moderators
• The KX Moderator Community and Community Moderator Group to get
  connected with other community moderators, GCKM Communities Team, and
  get access to all of the resources and latest announcements that can help make
  you successful.


Moderator action items:
     • Join and visit the Moderator Community
     • Join and visit the Community Moderator Yammer Group
     • Set up alerts for the Moderator Blog
     • Open and save the Moderator Community Calls invite to your calendar




29                                                                   © 2012 Deloitte Global Services Limited
Moderator Community
• Community for KX Community Moderators
     • Provides information, resources and support for KX Community Moderators seeking
       to develop, launch and maintain active and healthy communities




30                                                                   © 2012 Deloitte Global Services Limited
Community Moderators Yammer Group
• Primary communication tool of the Moderator Community
     • Ask questions to the GCKM Communities Team and fellow Moderators
     • Access news and announcements from the GCKM Communities Team




31                                                                 © 2012 Deloitte Global Services Limited
Moderator community calls

        The Moderator Community Call takes place on the 2nd Friday of each
        month. This call typically shares updates from the GCKM that impact
        community core teams, presentations from community moderators,
        and an opportunity to interact and ask questions to others attending
        the call.

        We ask that each community have at least one moderator from their
        community present, and all if possible.

        • Meeting agenda & materials




32                                                         © 2012 Deloitte Global Services Limited
As used in this presentation, „Deloitte‟ means Deloitte Touche Tohmatsu and its member firms.

Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and
independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member
firms.

This publication is for internal distribution and use only among personnel of Deloitte Touche Tohmatsu, its member firms, and its and their affiliates.
Deloitte Touche Tohmatsu, its member firms, and its and their affiliates shall not be responsible for any loss whatsoever sustained by any person who
relies on this publication.                                                                                                                               © 2012 Deloitte Global Services Limited

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Community leadership

  • 1. Communities of Practice (CoPs) Community Leadership Presented by: Lori Brown & Curtis Conley, Ed.D. October 2012 © 2012 Deloitte Global Services Limited
  • 2. Agenda • Lori Brown: Who am I and what is my role? • Community Stories • Lessons Learned • Future Plans • Curtis Conley: Who am I and what is my role? • Community Success Factors • Improving Community Health • Community Tools • Peer Support 2 © 2012 Deloitte Global Services Limited
  • 4. Who am I and what is my role? Lori Brown • Background - Novell - Communities • Joined Deloitte in October 2011 • Global Consulting Knowledge Management - Communities Team - Dedicated Community Moderator o Getting started o HC: Strategic Change and Organization Transformation o S&O: Strategy o Technology: SharePoint 4 © 2012 Deloitte Global Services Limited
  • 5. Achieving an active community together Our commitment: Leader commitment: • Dedicated Community Moderator will • Identify the business priority and team with community sponsor(s) and globally aligned community leadership on building community • Identify a community sponsor that will related activities: work with the Dedicated Community • Increase membership through Moderator promotion and awareness • Introduce Dedicated Community campaigns Moderator to community sponsor • Stimulate the use of the discussion • Commit to the community board and social media tools • Encourage your leadership team to • Coordinate and host knowledge- support and reinforce the Dedicated sharing events Community Moderator • Connect practitioners to desired • Provide access to business related content and develop approaches to conversations e.g., e-mail highlight content on site distributions, meetings, events, • Coordinate community events projects • Actively use health indicators to achieve maximum success • Provide mentorship on collaboration, knowledge-sharing resources, and global network development • Track and report progress 5
  • 6. HC: SC&OT Community Story • Site launched October 2011 • My involvement began March 2012 • One moderator driving community • We officially launched community May 2012 with sponsor message • Created Yammer group and integrated within community site • Call for core team members through Yammer - Continue to onboard everyone with community tools and resources • What‟s next: - Newsletter - Knowledge sharing events - Content drive 6 © 2012 Deloitte Global Services Limited
  • 7. S&O: Strategy Community Story • Launched September 2009 • My involvement began March 2012 • US practice initially drove the site development and activities • SA lead identified a global community moderator • On-boarded the new moderator with information on overall community program, tools and processes • We merged the global team with US team • Built and launched global site - Piloted the dynamic data table - Content rating system • Next: - New community sponsor - Global Yam Jam promote - Build global core team - CoE for content drive 7 © 2012 Deloitte Global Services Limited
  • 8. Technology: SharePoint Community Story • Launched February 2010 • My involvement March 2011 • Core team existed, but ran out of energy • Revitalized existing core team • Identified Yammer group and integrated within community • Used Yammer to do a call for global core team members • August newsletter distributed • August knowledge-sharing event successful • Next steps: - White papers - Update newsletters - Update community site - Knowledge-sharing events 8 © 2012 Deloitte Global Services Limited
  • 9. Lessons learned: Pros and Cons PROS: • Consistent community advocate that requires no on-boarding • GCKM “inside” connection and familiarity • Building relationships and network to contribute towards community • Familiar with community metrics, tools and resources available to create a healthy community • Core team volunteers are enthusiastic, willing to learn and take risks CONS: • Hard to get core team and community members comfortable working outside of boundaries (hierarchical, organizational, geography), using community tools and comfortable collaborating globally • On-boarding process for core team impacts target dates • Getting connected and “in the know” 9 © 2012 Deloitte Global Services Limited
  • 10. Future plans • Continue to “beat the drum” and promote and grow each of the SA priority communities and community program • Continue to ensure all of these communities‟ objectives align with the global leaders‟ priorities and strategies • Continue building connections and working globally • Promote collaboration, content contribution and knowledge- sharing within each community • Migration of community sites to new platform • Take on new priorities: - SAP - Social Media 10 © 2012 Deloitte Global Services Limited
  • 12. Who am I and what is my role? Northern Illinois University Curtis Conley, Ed.D. curtisconley.com Deloitte Consulting Ed.D. 12 © 2012 Deloitte Global Services Limited
  • 14. Community Success Factors The most successful, active communities all have the following traits in common: • Supported by committed leader(s) with passion, expertise, and time for the role • Constantly look for ways to promote community and increase membership • Promote knowledge sharing via an active threaded discussion board with regular posts and replies • Distribute regular newsletter or blog posts • Hold regular conference calls, webinars, or face-to-face meetings 14 © 2012 Deloitte Global Services Limited
  • 15. Community Measurement The monthly Community Health Report is designed to provide feedback to communities teams on the success factors most critical to achieving and sustaining an active community. • The report correlates to the critical factors previously discussed: • # of posts to your community‟s Yammer group • # of blog posts / newsletters distributed • # of community events (e.g., meetings, conference calls) • # of community members 15 Footer © 2012 Deloitte Global Services Limited
  • 16. Community health indicators Green • At least one post to your Yammer group per week • At least one newsletter or blog post per month • At least one conference call, webinar, or face-to-face meeting every other month • # of group members / # of CoP members is 75% or greater • Yellow • At least one post to your Yammer group per month • At least one newsletter or blog post per quarter • At least one conference call, webinar, or face-to-face meeting per quarter • # of group members / # of CoP members is 50-74% Red • No posts to your Yammer group in a month • No newsletter or blog post in a quarter • No conference call, webinar, or face-to-face meeting in a quarter • # of group members / # of CoP members is less than 50% 16 © 2012 Deloitte Global Services Limited
  • 18. Yammer group Yammer provides a space where community members can interact virtually; sharing what they find interesting or asking questions about a problem they may have. • Tips for going green: o Seed your Yammer group with posts o Post at least once a week, set a calendar reminder to do so o Include a summary of a community event, a useful link, or a thought- provoking topic to stimulate discussion o Recruit other core team members or key members to also post o Encourage members to subscribe to your group via Email Alerts o Send existing members an email reminder to do so o Update your welcome message asking new members to do so o If a question is asked, answer within 48 hours o Pull discussions/questions from email exchanges into the Yammer group o Yammer group is displayed prominently on your community site 18 © 2012 Deloitte Global Services Limited
  • 19. Blog / Newsletter A blog or newsletter is your primary communication tool to members. It is the official “voice” of your community. • Tips for going green: o Post/send out updates on a regular/routine basis o Post at least once a month, more if possible; set a calendar reminder to do so o Share community updates (content, events), industry news, messages from leadership, solicit feedback, etc. o Recruit other core team members or key members to also post o Having leadership blog engages other community members o Send email to members, encourage them to set up Email Alerts o Blog/Newsletter is placed prominently on the community site, archive available 19 © 2012 Deloitte Global Services Limited
  • 20. Events Holding regular conference calls, webinars, or face-to-face meetings give your community members a chance to come together to put a voice/face to who they‟re collaborating with virtually. • Tips for going green: o Hold events on a regular/routine basis o Recruit other core team members or key members to also post o Invite external speakers or vendors to present during calls o Recruit thought leaders within Deloitte to host a Yam Jam o Possible topics to share include summary of industry events, conferences, lessons learned, project summaries, or roundtable discussions on a subject of interest o Create a space where members can view event agenda, materials and suggest future topics o Event space/calendar placed prominently on the community site, archive available 20 © 2012 Deloitte Global Services Limited
  • 21. Membership Having a critical mass of members join your community and Yammer group is crucial for the long-term health of your community. • Tips for going green: o Promote your community using the templates and examples available in the Community Manager Community o Cross promote your community with other communities/Yammer groups o Find newsletters or other calls/events where you can encourage others to join o Include a link to your community in your email signature o Request that members of your community share the URL with colleagues 21 © 2012 Deloitte Global Services Limited
  • 23. Using Community Collaboration Tools When should you use each of the collaboration tools available to you in your community? • Yammer • Blog • Calendar • Wiki 23 © 2012 Deloitte Global Services Limited
  • 24. Using Community Collaboration Tools Yammer When to use When NOT to use • Share a link, e.g., here is a link to the latest Forrester • Specific action items and requests Wave report on social networking • Final deliverables, content and attachments • Ask a question, e.g., has anyone encountered this • Client material problem before, and if so, how was it solved? • Find a resource, e.g., looking for a specialist in retirement benefits to help win a bid in Calgary • Answer a post, e.g., in response to your question, here are links to three relevant quals in the quals database • Recognize a colleague, e.g., thanks to @JR Reagan for posting Innovation Questions of the Day • Inform about your activities, e.g., will be in the Philadelphia office today; does anyone wish to meet? • Suggest an idea, e.g., local office TV screens should display the global Yammer conversation stream 24 © 2012 Deloitte Global Services Limited
  • 25. Using Community Collaboration Tools Blog When to use When NOT to use • Sharing tips and tricks, links, and other insights broadly • Final deliverables, content and attachments • Opinions • Client material • News and announcements • Discussions • Communiqués • Chronological archive (e.g., of newsletters sent out) • Updates on community content/resources 25 © 2012 Deloitte Global Services Limited
  • 26. Using Community Collaboration Tools Community Calendar When to use When NOT to use • Share community events • General/common events (e.g., holidays) • Share community deadlines (e.g., content drives) • Internal team events • Share relevant, internal events • Events not open to the entire community to join • Share relevant, external events 26 © 2012 Deloitte Global Services Limited
  • 27. Using Community Collaboration Tools Wiki When to use When NOT to use • Shared document development • News • Shared agenda development • Final deliverables, content and attachments • Ongoing editing of shared text • Client material • Discussions • Blog or chronological archive 27 © 2012 Deloitte Global Services Limited
  • 29. Collaborate with other community moderators • The KX Moderator Community and Community Moderator Group to get connected with other community moderators, GCKM Communities Team, and get access to all of the resources and latest announcements that can help make you successful. Moderator action items: • Join and visit the Moderator Community • Join and visit the Community Moderator Yammer Group • Set up alerts for the Moderator Blog • Open and save the Moderator Community Calls invite to your calendar 29 © 2012 Deloitte Global Services Limited
  • 30. Moderator Community • Community for KX Community Moderators • Provides information, resources and support for KX Community Moderators seeking to develop, launch and maintain active and healthy communities 30 © 2012 Deloitte Global Services Limited
  • 31. Community Moderators Yammer Group • Primary communication tool of the Moderator Community • Ask questions to the GCKM Communities Team and fellow Moderators • Access news and announcements from the GCKM Communities Team 31 © 2012 Deloitte Global Services Limited
  • 32. Moderator community calls The Moderator Community Call takes place on the 2nd Friday of each month. This call typically shares updates from the GCKM that impact community core teams, presentations from community moderators, and an opportunity to interact and ask questions to others attending the call. We ask that each community have at least one moderator from their community present, and all if possible. • Meeting agenda & materials 32 © 2012 Deloitte Global Services Limited
  • 33. As used in this presentation, „Deloitte‟ means Deloitte Touche Tohmatsu and its member firms. Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member firms. This publication is for internal distribution and use only among personnel of Deloitte Touche Tohmatsu, its member firms, and its and their affiliates. Deloitte Touche Tohmatsu, its member firms, and its and their affiliates shall not be responsible for any loss whatsoever sustained by any person who relies on this publication. © 2012 Deloitte Global Services Limited