This is the updated version (2011) of our wildly popular "10 Commandments of Community Management" webinar from 2008. More content, more examples, more fun.
...
This is the updated version (2011) of our wildly popular "10 Commandments of Community Management" webinar from 2008. More content, more examples, more fun.
The Community Manager function has never been more valued than it is today. That being said, there is still confusion around processes, management, and measurement of Social Media and Online Communities.
This presentation is meant to provide a road map for creating value from your Community efforts. Value for both company and customers.
Virtual Assistant Inc. at Virtual Assistant Inc.Very interesting insights and nice presentation. I just wanted to ask whether the community manager is necessarily the one who created the community?2 years ago
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love it i think we at love it i think weritakoneh@hotmail.co.uk Hello My New friend My name is rita i saw your profile at(www.slideshare.net) and i love it i think we can click so please i will like you to email me back through my email address thus: so that i can told you more about me and give you my sweet picture so that you can know me will ok. Awaiting to see your lovely reply soonest. Miss rita ritakoneh@hotmail.co.uk2 years ago
10 Commandments of Community Management (2011)Presentation Transcript
The Ten Commandments of Community ManagementFriday, March 4, 2011
What iscommunity?Friday, March 4, 2011
Meaningful Communities have three things in common: -shared interest -shared ownership -shared value.Friday, March 4, 2011
1 COMMANDMENT ONE Know your special purposeFriday, March 4, 2011
What does it meeeannn?? We mean that you have a core set of values or even just one core value or mission that your whole company is bought in on and that you embody so fully it emanates out to your customers. Its the thing that makes you not just another widget creator or bag seller or software company or service provider. Its your reason for existence beyond just making money. Its from companies like this that communities emerge or are at least more easily created.Friday, March 4, 2011
Embody If knowing is half the battle, If knowing is half the battle, then the other half is embodying your special purpose. It starts at the very top, the CEO embodies the companies special purpose and every employee is empowered to do their jobs in a way that supports this. Now you know and knowing is half the battle...Friday, March 4, 2011
Friday, March 4, 2011
Breeding trustFriday, March 4, 2011
2 COMMANDMENT TWO Establish a Social ContractFriday, March 4, 2011
http:// www.ccpact.comFriday, March 4, 2011
Define your social norms in writing Define your social norms in writing - or just edit ours >>> http://getsatisfaction.com/ community_guidelines This is where you are explicit about your social contract. On Get Satisfaction we have provided an explicit social contract for you. However, you are welcome to add to it for your own customer community so that it meets your specific communitys needs.Friday, March 4, 2011
Enforce your rulesFriday, March 4, 2011
Lead By ExampleFriday, March 4, 2011
3 COMMANDMENT THREE Set clear expectationsFriday, March 4, 2011
Define your relationship with your community. What’s the purpose of the community? What should customers expect? For some companies, Community is a core support channel; for others, it may be peripheral. Whatever the case, be sure you set your expectations clearly for both your customers and your internal team. Mogo explicitly states that they want to hear from their customers. In fact, their tagline is “Ask Us Anything!”Friday, March 4, 2011
“Need help trouble shooting....”Friday, March 4, 2011
Zero AmbiguityFriday, March 4, 2011
Establish an internal Establish an internal policy for response policy for responseFriday, March 4, 2011
Evolve your policy as the community growsFriday, March 4, 2011
One CaveatFriday, March 4, 2011
Levels of Community Value It’s really hard to start here Brand Equity / Loyalty: Advocate identification Broad Participation: Co-Creation More than just Ideation Service and Support / Consumer Relations ResolutionFriday, March 4, 2011
4 COMMANDMENT FOUR Cast a wide netFriday, March 4, 2011
Weave Community Throughout the User ExperienceFriday, March 4, 2011
Bonnaroo puts Community (“Ask Gary Chardonnay”) on their homepage, on a dedicated community page, and inside their Facebook fan page.Friday, March 4, 2011
Procter & Gamble’s eStore provides a Community Widget on every page of the site. Not just the home page.Friday, March 4, 2011
Don’t go it alone.Friday, March 4, 2011
Avoid the echo chamber by fostering diversityFriday, March 4, 2011
5 COMMANDMENT FIVE Create productive outcomesFriday, March 4, 2011
People need closure. They don’t like loose ends. They need resolution. Make sure your community is structured in a way that doesn’t leave customers “hanging.”Friday, March 4, 2011
These all “resolve” - Questions get Answered - Ideas get accepted / rejected - Problems get solved - Praise gets AcknowledgedFriday, March 4, 2011
Tide does a great job of acknowledging a customer idea; then other customers pitch in to help create an alternative solution.Friday, March 4, 2011
Sorry shouldn’t be the hardest wordFriday, March 4, 2011
Let your customers know they had an impactFriday, March 4, 2011
6 COMMANDMENT SIX Make it personalFriday, March 4, 2011
Friday, March 4, 2011
Discourage AnonymityFriday, March 4, 2011
Use your real name and voiceFriday, March 4, 2011
People hate JarGon. http://getsatisfaction.com/ jargonFriday, March 4, 2011
7 COMMANDMENT SEVEN Be a bridgeFriday, March 4, 2011
Community Managers are on the front lines of the Company/ Customer relationship. Your job is to be the bridge between both parties to ensure that each is receiving value. Don’t forget, for a Community to be effective, there must be shared value. To each side, you represent the other. This represents challenges and opportunities. Its often a contradiction and you must learn to embrace the contradiction.Friday, March 4, 2011
Ombudsman (noun) An appointed official whose duty is to investigate complaints, generally on behalf of individuals such as consumers or taxpayers, against institutions such as companies and government departments. We liken your role to that of an Ombudsman, except that you’re representing both sides simultaneously.Friday, March 4, 2011
Sometimes Bridge = MediatorFriday, March 4, 2011
Other times refereeFriday, March 4, 2011
or many other things.Friday, March 4, 2011
Publicize Your SuccessesFriday, March 4, 2011
8 COMMANDMENT EIGHT Don’t feed the animalsFriday, March 4, 2011
What’s a Troll, you ask? "An Internet troll, or simply troll in Internet slang, is someone who posts controversial, inflammatory, irrelevant or off-topic messages in an online community, such as an online discussion forum or chat room, with the primary intent of provoking other users into an emotional response[1] or to generally disrupt normal on-topic discussion." (wikipedia)Friday, March 4, 2011
Almost every successful community will attract trolls. Like Gremlins, it’s how you handle them that matters.Friday, March 4, 2011
Respond slowly when “that guy” is being an assFriday, March 4, 2011
Learn to identify trolls.Friday, March 4, 2011
The black hole of debateFriday, March 4, 2011
9 COMMANDMENT NINE Measure the right thingsFriday, March 4, 2011
What you measure changes depending on what stage youre at as well as what kind of company you are.Friday, March 4, 2011
Don’t put the cart before the horseFriday, March 4, 2011
Qualitative metrics are important too.Friday, March 4, 2011
But let’s face it, at some point your boss wants to see numbers.Friday, March 4, 2011
Support NumbersFriday, March 4, 2011
Traffic & Engagement NumbersFriday, March 4, 2011
Return on InvestmentFriday, March 4, 2011
See these case studies and many more at: www.getsatisfaction.com/ success-storiesFriday, March 4, 2011
10 COMMANDMENT TEN Assemble your Justice LeagueFriday, March 4, 2011
Customer Question First response is from a Customer ChampFriday, March 4, 2011
Know your archetypes and be good at identifying themFriday, March 4, 2011
Define the right balance for your communityFriday, March 4, 2011
Empower your championsFriday, March 4, 2011
Developing customer champions is not about hiring an army of free labor to do your work for you. It’s about empowering your most passionate customers, and recognizing their contribution. Best of all, it works. Read - http://blog.getsatisfaction.com/2011/02/02/ torching-a-straw-man/Friday, March 4, 2011
About Us Get Satisfaction powers the world’s best brands to solve problems, give a voice to champions, bring out the best ideas and drive better business. Learn more>>> Follow Us:Friday, March 4, 2011
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Antonio Maiorano
Hello My New friend
My name is rita i saw your profile at(www.slideshare.net) and i love it i think we can click so please i will like you to email me back through my email address thus: so that i can told you more about me and give you my sweet picture so that you can know me will ok.
Awaiting to see your lovely reply soonest.
Miss rita ritakoneh@hotmail.co.uk 2 years ago