Community Advocates: Why You Need Them? What They Do?

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A brief description of community advocates, what they are and why you need them. Also includes a brief overview of CSC's community advocate program used in the deployment of CSC's employee community, …

A brief description of community advocates, what they are and why you need them. Also includes a brief overview of CSC's community advocate program used in the deployment of CSC's employee community, C3.

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  • 1. COMMUNITY ADVOCATES 101 ESSENTIAL INGREDIENTS FOR COMMUNITY VIBRANCY CLAIRE FLANAGAN CSC, DIRECTOR SOCIAL BUSINESS & COMMUNITY STRATEGY DECEMBER 2011© 2011 Computer Sciences Corporation Community Advocates | 1
  • 2. ADVOCATES 1. Defends or maintains a cause or proposal 2. Supports or promotes interests of another http://www.merriam-webster.com/dictionary/advocate© 2011 Computer Sciences Corporation Community Advocates | 2
  • 3. Ant’s Eye View Advocacy Planning Framework 1.  Segment  by  Behavior   Connector   Cri2c   Creator   Collector   Amplifies  conversa2ons,   Provides  feedback,   Answers  ques2ons,   Organizes.  Tags,  rates,   Word  of  Mouth   ideas  and  insights   creates  new  content   ranks  and  moderates   2.  Measure  &  Monitor  by  Objec2ve   3.  Reward  with   “  Currencies”   Build   Sell   Support   +    Access   =         +         =       Listen +    Status   =         Quality    Innova3on   Loyalty   Resources   Build   Sell   Support   Collec tor   +      Tools   =       Reprinted with permission Ant’s Eye View http://www.antseyeview.com 3  
  • 4. AdvocatesWHAT DO THEY DO?WHY DO YOU NEED THEM? © 2011 Computer Sciences Corporation Community Advocates | 4
  • 5. 1. SHARE COMMUNITY WORK© 2011 Computer Sciences Corporation Community Advocates | 5
  • 6. 2. INCREASE REACH& WOM © 2011 Computer Sciences Corporation Community Advocates | 6
  • 7. 3. PROVIDEMEMBERSUPPORT © 2011 Computer Sciences Corporation Community Advocates | 7 7
  • 8. 4. PRUNE& CURATE © 2011 Computer Sciences Corporation Community Advocates | 8
  • 9. 5. SOURCE OF TRUSTED FEEDBACK© 2011 Computer Sciences Corporation Community Advocates | 9
  • 10. Advocates: How Do You Find Them? 1.  Appoint  Volunteers   2.  Find  Natural  Champions   3.  Ask  for  Volunteers   © 2011 Computer Sciences Corporation Community Advocates | 10
  • 11. Advocates: What Motivates Them? 1.  Access   2.  Recogni2on  /  Reputa2on   3.  Influence   © 2011 Computer Sciences Corporation Community Advocates | 11
  • 12. 2. Advocates: How To Reward Them?VIP ACCESS RECOGNITION & VISIBILITYBRANDED ITEMS PERSONAL TOUCHES © 2011 Computer Sciences Corporation Community Advocates | 12
  • 13. CASE STUDYCSC EMPLOYEE COMMUNITY“LIFEGUARD” PROGRAM © 2011 Computer Sciences Corporation Community Advocates | 13
  • 14. CSC Life Guards 12  Assigned,  100  Total   Seeded  200  Use  Cases,  Topics  Prior  to  Launch   © 2011 Computer Sciences Corporation Community Advocates | 14
  • 15. CSC Life Guards Planning  Partners,  Story  Tellers   Engaged  Local  Execu2ves,  Teams   Source  of  Peer  Support,  Answers   © 2011 Computer Sciences Corporation Community Advocates | 15
  • 16. Life Guard Tiers Lifeguard   Senior  Lifeguard   Recogni2on   KRA  Credit   X   X   Answers  Members  Ques2ons   X   X   Leadership  of  Use  Cases,  Topics   X   X  Speaking  Opportuni2es  to  Leaders,   X   X+   Project  Teams,  Peers   Access   Early  Access  to  New  Features   X   X+   Direct  Access  to  Planning  Team     X   X   Influence   Release  Priori2es   X   X+   User  Acceptance  Tes2ng   X   © 2011 Computer Sciences Corporation Community Advocates | 16
  • 17. CSC Life Guards: Other Tactics• How-To’s / Weekly Calls• Communication Templates / Tools• “Master Lifeguard” Community Manager• Certificates of accomplishment• Targeted Training• Avatar Badges• Exclusive Lifeguard Space• Speaking Opportunities © 2011 Computer Sciences Corporation Community Advocates | 17
  • 18. Top Five Ways to Get Started1 Define  program  objec2ves   Locate  and  engage  credible  2 advocates   Match  “community”  work  to  3 advocate  mo2va2on  4 Measure  advocate  impact  5 Reward  and  recognize   © 2011 Computer Sciences Corporation Community Advocates | 18
  • 19. Claire  Flanagan     Director,  KM  and  Enterprise  Social  Business,  Communi;es  Strategy   CSC  Office  of  Innova;on   Linked  In:  hGp://www.linkedin.com/in/cflanagan   Twi_er:  cflanagan     CSC CSCNews CSC CSCNews© 2011 Computer Sciences Corporation Community Advocates | 19