10 Commandments of Community Management (2011)

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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.

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  • Very interesting insights and nice presentation. I just wanted to ask whether the community manager is necessarily the one who created the community?
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10 Commandments of Community Management (2011)

  1. The Ten Commandments of Community ManagementFriday, March 4, 2011
  2. What iscommunity?Friday, March 4, 2011
  3. Meaningful Communities have three things in common: -shared interest -shared ownership -shared value.Friday, March 4, 2011
  4. 1 COMMANDMENT ONE Know your special purposeFriday, March 4, 2011
  5. 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
  6. 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
  7. Friday, March 4, 2011
  8. Breeding trustFriday, March 4, 2011
  9. 2 COMMANDMENT TWO Establish a Social ContractFriday, March 4, 2011
  10. http:// www.ccpact.comFriday, March 4, 2011
  11. 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
  12. Enforce your rulesFriday, March 4, 2011
  13. Lead By ExampleFriday, March 4, 2011
  14. 3 COMMANDMENT THREE Set clear expectationsFriday, March 4, 2011
  15. 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
  16. “Need help trouble shooting....”Friday, March 4, 2011
  17. Zero AmbiguityFriday, March 4, 2011
  18. Establish an internal Establish an internal policy for response policy for responseFriday, March 4, 2011
  19. Evolve your policy as the community growsFriday, March 4, 2011
  20. One CaveatFriday, March 4, 2011
  21. 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
  22. 4 COMMANDMENT FOUR Cast a wide netFriday, March 4, 2011
  23. Weave Community Throughout the User ExperienceFriday, March 4, 2011
  24. Bonnaroo puts Community (“Ask Gary Chardonnay”) on their homepage, on a dedicated community page, and inside their Facebook fan page.Friday, March 4, 2011
  25. Procter & Gamble’s eStore provides a Community Widget on every page of the site. Not just the home page.Friday, March 4, 2011
  26. Don’t go it alone.Friday, March 4, 2011
  27. Avoid the echo chamber by fostering diversityFriday, March 4, 2011
  28. 5 COMMANDMENT FIVE Create productive outcomesFriday, March 4, 2011
  29. 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
  30. These all “resolve” - Questions get Answered - Ideas get accepted / rejected - Problems get solved - Praise gets AcknowledgedFriday, March 4, 2011
  31. 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
  32. Sorry shouldn’t be the hardest wordFriday, March 4, 2011
  33. Let your customers know they had an impactFriday, March 4, 2011
  34. 6 COMMANDMENT SIX Make it personalFriday, March 4, 2011
  35. Friday, March 4, 2011
  36. Discourage AnonymityFriday, March 4, 2011
  37. Use your real name and voiceFriday, March 4, 2011
  38. People hate JarGon. http://getsatisfaction.com/ jargonFriday, March 4, 2011
  39. 7 COMMANDMENT SEVEN Be a bridgeFriday, March 4, 2011
  40. 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
  41. 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
  42. Sometimes Bridge = MediatorFriday, March 4, 2011
  43. Other times refereeFriday, March 4, 2011
  44. or many other things.Friday, March 4, 2011
  45. Publicize Your SuccessesFriday, March 4, 2011
  46. 8 COMMANDMENT EIGHT Don’t feed the animalsFriday, March 4, 2011
  47. 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
  48. Almost every successful community will attract trolls. Like Gremlins, it’s how you handle them that matters.Friday, March 4, 2011
  49. Respond slowly when “that guy” is being an assFriday, March 4, 2011
  50. Learn to identify trolls.Friday, March 4, 2011
  51. The black hole of debateFriday, March 4, 2011
  52. 9 COMMANDMENT NINE Measure the right thingsFriday, March 4, 2011
  53. What you measure changes depending on what stage youre at as well as what kind of company you are.Friday, March 4, 2011
  54. Don’t put the cart before the horseFriday, March 4, 2011
  55. Qualitative metrics are important too.Friday, March 4, 2011
  56. But let’s face it, at some point your boss wants to see numbers.Friday, March 4, 2011
  57. Support NumbersFriday, March 4, 2011
  58. Traffic & Engagement NumbersFriday, March 4, 2011
  59. Return on InvestmentFriday, March 4, 2011
  60. See these case studies and many more at: www.getsatisfaction.com/ success-storiesFriday, March 4, 2011
  61. 10 COMMANDMENT TEN Assemble your Justice LeagueFriday, March 4, 2011
  62. Customer Question First response is from a Customer ChampFriday, March 4, 2011
  63. Know your archetypes and be good at identifying themFriday, March 4, 2011
  64. Define the right balance for your communityFriday, March 4, 2011
  65. Empower your championsFriday, March 4, 2011
  66. 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
  67. 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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