Joyce Davis, Community Manager       Twitter: @jadintx       Community: http://ibm.co/ics-community       User Groups: htt...
Friday, January 25, 13
Fairness                                    Integrity                         Honesty                                   Hu...
Once upon a time...Friday, January 25, 13
Dorothy Gale                                 Corporate Planner                                 Yellow Brick Road Enterpris...
Dorothy Gale                                                Community Manager                               Corporate Plan...
The Wizard        of OzFriday, January 25, 13
The Wizard        of OzFriday, January 25, 13
1. Be Proactive   What can you control?Friday, January 25, 13
1. Be proactive       • Get personally involved and invested in         the community       • Focus energy on the things y...
2. Begin with the end in mind   What’s your mission?Friday, January 25, 13
2. Begin with the end in mind       • Create a mission statement for the         community with the help of members       ...
3. Put first things first   Do you know your community?Friday, January 25, 13
3. Put first things first       • Developing relationships with community         members is the single most important role ...
4. Win-win   What do you reward?Friday, January 25, 13
4. Win-win       • Align rewards with the value systems         of the community (reward collaboration         not competi...
5. Seek first to       understand, then be       understood       Are you listening to your       community?Friday, January...
5. Seek first to understand, then be understood       • Listen to the community; consider focus groups,         polls or su...
6. Synergize       Is the whole greater than the sum       of its parts?Friday, January 25, 13
6. Synergize       • Embrace different points of view       • Let different talents shine       • Establish leaders / advoca...
7. Sharpen the saw   How can you improve?Friday, January 25, 13
7. Sharpen the saw       • Measure success; ensure youre measuring         the right thing (e.g., engagement vs. followers...
The 7 Habits       1.Be proactive       2.Begin with the end in mind       3.Put first things first       4.Win-win       5....
7       The 7 Habits       1.Be proactive       2.Begin with the end in mind       3.Put first things first       4.Win-win ...
...and the community lived       happily ever after.       The EndFriday, January 25, 13
Resources       • The 2012 State of Community Management - Best Practices from Community, Social Media, & Social Business ...
Friday, January 25, 13
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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.

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7 Habits of Successful Community Managers

  1. 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. 2. Friday, January 25, 13
  3. 3. Fairness Integrity Honesty Human dignityFriday, January 25, 13
  4. 4. Once upon a time...Friday, January 25, 13
  5. 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. 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. 7. The Wizard of OzFriday, January 25, 13
  8. 8. The Wizard of OzFriday, January 25, 13
  9. 9. 1. Be Proactive What can you control?Friday, January 25, 13
  10. 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. 11. 2. Begin with the end in mind What’s your mission?Friday, January 25, 13
  12. 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. 13. 3. Put first things first Do you know your community?Friday, January 25, 13
  14. 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. 15. 4. Win-win What do you reward?Friday, January 25, 13
  16. 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. 17. 5. Seek first to understand, then be understood Are you listening to your community?Friday, January 25, 13
  18. 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. 19. 6. Synergize Is the whole greater than the sum of its parts?Friday, January 25, 13
  20. 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. 21. 7. Sharpen the saw How can you improve?Friday, January 25, 13
  22. 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. 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. 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. 25. ...and the community lived happily ever after. The EndFriday, January 25, 13
  26. 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. 27. Friday, January 25, 13
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