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7 Habits of Successful Community Managers

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Community best practices. Presented by Joyce Davis on January 28, 2013 at IBM Connect, a social business conference held in Orlando, FL.

Community best practices. Presented by Joyce Davis on January 28, 2013 at IBM Connect, a social business conference held in Orlando, FL.

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  • 1. Joyce Davis, Community Manager Twitter: @jadintx Community: http://ibm.co/ics-community User Groups: http://socialbizUG.org January 28, 2013Friday, January 25, 13 7 Seven Habits of a Successful Community Manager IBM Collaboration Solutions & Social Business
  • 2. Friday, January 25, 13
  • 3. Fairness Integrity Honesty Human dignityFriday, January 25, 13
  • 4. Once upon a time...Friday, January 25, 13
  • 5. Dorothy Gale Corporate Planner Yellow Brick Road Enterprises Kansas, US Working on an agenda for our next Emerald City project!Friday, January 25, 13
  • 6. Dorothy Gale Community Manager Corporate Planner Yellow Brick Road Enterprises Kansas, US Global Glinda just promoted me to community manager!Friday, January 25, 13
  • 7. The Wizard of OzFriday, January 25, 13
  • 8. The Wizard of OzFriday, January 25, 13
  • 9. 1. Be Proactive What can you control?Friday, January 25, 13
  • 10. 1. Be proactive • Get personally involved and invested in the community • Focus energy on the things you can control • Acknowledge mistakes • Provide easy opportunities for members to contributeFriday, January 25, 13
  • 11. 2. Begin with the end in mind What’s your mission?Friday, January 25, 13
  • 12. 2. Begin with the end in mind • Create a mission statement for the community with the help of members • Define a community charter, complete with roles and responsibilities • Have an on-boarding and enablement process • Have mentors who help orient As a member of the community: new members •Build business relationships •Receive recognition and visibility •Gain technical knowledge •Stay up-to-date •Influence IBM’s products and strategyFriday, January 25, 13
  • 13. 3. Put first things first Do you know your community?Friday, January 25, 13
  • 14. 3. Put first things first • Developing relationships with community members is the single most important role as a community manager • Communicating with members is more important than the collaboration tool or social channel being used • Take advantage of face-to-face events to build relationships • Recognize community members publiclyFriday, January 25, 13
  • 15. 4. Win-win What do you reward?Friday, January 25, 13
  • 16. 4. Win-win • Align rewards with the value systems of the community (reward collaboration not competition) • Dont force people to collaborate a certain way or in a certain place; go to where they are and explore ways improve the communityFriday, January 25, 13
  • 17. 5. Seek first to understand, then be understood Are you listening to your community?Friday, January 25, 13
  • 18. 5. Seek first to understand, then be understood • Listen to the community; consider focus groups, polls or surveys to gather feedback • Before prescribing solutions, be sure you fully understand concerns • Focus on engagement, not just broadcasts • Respond on a timely basisFriday, January 25, 13
  • 19. 6. Synergize Is the whole greater than the sum of its parts?Friday, January 25, 13
  • 20. 6. Synergize • Embrace different points of view • Let different talents shine • Establish leaders / advocates for different areas of the community (forums, social media channels) • Ensure fresh and engaging community content by encouraging contributions from various sourcesFriday, January 25, 13
  • 21. 7. Sharpen the saw How can you improve?Friday, January 25, 13
  • 22. 7. Sharpen the saw • Measure success; ensure youre measuring the right thing (e.g., engagement vs. followers) • Periodically review the community charter • Dont be afraid to make changes (including to the community charter) • Be careful about burn out. Have trusted partners and community members who can cover for you when you need a break. • Explore ways that you can strengthen your skills as a community manager (#cmgr, Community Roundtable)Friday, January 25, 13
  • 23. The 7 Habits 1.Be proactive 2.Begin with the end in mind 3.Put first things first 4.Win-win 5.Seek first to understand, then be understood 6.Synergize 7.Sharpen the sawFriday, January 25, 13
  • 24. 7 The 7 Habits 1.Be proactive 2.Begin with the end in mind 3.Put first things first 4.Win-win 5.Seek first to understand, then be understood 6.Synergize 7.Sharpen the sawFriday, January 25, 13
  • 25. ...and the community lived happily ever after. The EndFriday, January 25, 13
  • 26. Resources • The 2012 State of Community Management - Best Practices from Community, Social Media, & Social Business Practitioners http://community-roundtable.com/socm-2012/ • Digital Habitats; stewarding technology for communities, by Etienne Wenger, Nancy White, John D. Smith http://www.amazon.com/gp/product/0982503601? ie=UTF8&tag=fullcircleassoci&linkCode=xm2&creativeASIN=0982503601 • BP304--The Way of the Social Dragon: Ten Key Strategies for Building a Thriving Social Community in Your Organization, included in this .zip file: https://greenhouse.lotus.com/files/app?lang=en_US#/file/5a4e5393-6f1f-4278-a1a1-947d750e1a39 • IBM Connections wiki http://www-10.lotus.com/ldd/lcwiki.nsf/ • IBM Connections Media Gallery http://www-10.lotus.com/ldd/lcwiki.nsf/xpViewCategories.xsp?lookupName=Video%20Gallery • Installing the IBM Connections Files Plug-in for Lotus Notes http://www-10.lotus.com/ldd/lcwiki.nsf/dx/Installing_the_IBM_Lotus_Connections_Files_plug-in_for_Lotus_Notes_lc3 • IBM Mobile Apps http://www-01.ibm.com/software/solutions/mobile-enterprise/mobile-apps/Friday, January 25, 13
  • 27. Friday, January 25, 13