La figura de l'e-moderador del programa IDEA-CoPs del Regne Unit, d'Steve Dale
The Role of the Facilitator/ e‐Moderator in Building & Sustaining Communities of Practice XIII Seminari CompartimL’e-moderador i altres nous agents de coneixement a les organitzacions Barcelona, 21 setembre 2011 Stephen Dale Collabor8now Ltd www.collabor8now.com
Conditions for a healthy CoP clear purpose – what will it be used to do? a safe and trusted environment committed core group of active participants motivated participants understanding the needs of participants a clear action plan with activities to meet needs blending face‐to‐face and online activitiesNurturing and sustaining the CoP requires effort and energy from a skilled Facilitator/e‐ Facilitator Moderator
CoP Health Check Symptom ActionsNo participation or activity. •Post new content, requesting feedback and comments to elicit new conversation.No new documents or links •Remind people to set alerts for the site.posted •Talk to members to find out what people are working on and ask people what they would like toNo new discussion threads, see on it.announcements or newsActivity only by a few people •Call or email members who haven’t participated for a while; find out why they haven’t been participating. Use those conversations to elicit new content and encourage contribution. •Be sure that the people who are not contributing understand how to use the tools. Never assume that tools are “intuitive” to everyone, or that everyone understands how to use them.People use email instead of •The email habit is a hard one to break. If the goal of the community is to capture all the relevantposting questions and discussions for future use, then the community facilitator needs to take a strong stand withdiscussions on the CoP members. •One way to do this is to make a public statement that no questions sent by individual email will be answered, but that questions posted to the community will always be answered in set time. •Another approach is to respond to all email questions by asking the requestor to post the question in the forum.Sudden drop in discussions •Review the postings for potential “flaming”. Edit the discussion threads to remove inappropriatewhere there was previous comments (and state that you have done so). Speak with the people who have posted and clarifyactivity. the norms for participation of the community.Another community is focused •If the members of the other community are current or previous members of your community, talkon the same topic. to them about why the community isn’t meeting their needs. If they do want to take a specific focus, then be sure that you have set up cross-linkages to the other community sites, and are referring people back and forth as needed. •If the new community consists of people who are not participating in the current community, ask some of the same questions. See if there is sufficient overlap that the new community might be better managed as a Sub - CoP of the current site or a merger between the communities Source: http://www.communities.idea.gov.uk/
The Online Facilitator/e‐Moderator tools/apps & upgrades feature selection how to use them & improvements Platform Management Platform Management social network analysis connecting people Google analytics moderation Community Metrics Community Metrics health checks rule enforcement pollsblog posts surveys forum seeding Community Management management reports Community Management comments rewards & incentives alignment with Business Planning Business Planning business priorities back-channel engagement purpose, goals new member welcome & induction identifying good/best practice campaigns networking Outreach Outreach newsletters Professional Development Professional Development e-bulletins attending events participate in SIGs Content Management Content Management updating links & managing tags, categories, themes navigation updating FAQs taxonomy management deleting & archiving Slide re-worked from an original by Dion Hinchliffe
What happens if you remove the e‐Moderator?http://tomhumbarger.wordpress.com/2009/01/13/the-importance-of-active-community-management-proved-with-real-data/
Engaging and Retaining members Make potential From participant members aware of Highlight Write a regular your community community newsletter to regular content highlighting your site and community Building content that will attract members Create "small People return to steps" for places where they Encourage encouraging From lurker find a group of members to bring in participation, people to talk to. If posting regular to participant interesting you do not have participants questions or forum answers such a place, you Welcome them, give will not be able to From passer by them pointers on Send an email to retain members. to lurker getting started, new members within suggest topics Facilitate members 24 hours of their where they might participate, and tell to find people to membership them about any talk, through From stranger interesting personal profiles, ALWAYS greet upcoming events. to passer by newcomers, and highlighting member encourage other interests, community Provide some discussions, and so Make personalised on. invitation members to reward to those who welcome them. make the effortSource: http://www.communities.idea.gov.uk
Engagement Strategies: Hot seats• Can be used to attract new members to the community.• Enables participants to ask the person in the hot seat (usually an expert in their field) questions, to which they can respond over a set period of time.• Normally run using the forum, but they can also be run as a phone conference, webinar or interview Source: http://www.communities.idea.gov.uk/
Social Network Analysis tools provide insight and prompt questions“I frequently or very frequently receiveinformation from this person that I need todo my job.” job
Use a variety of s tte r B log le ws Ne ts sea sHot P oll t - Ho to s e- pic ac aceF F Topartic i pation http://www.communties.idea.gov.uk
Where does the Facilitator/e‐Moderator go for help?
Summary• Monitor the health of your CoP (e.g. CoP Health Checklist)• Understand what interventions are required for different symptoms• The facilitator/e‐Moderator can be the key to a successful and healthy CoP• …but it’s hard work and requires lots of energy…
When setting up and managing aCoP, remember that… batteries are not included!
Questions? Personal Blog: http://steve-dale.netCorporate blog/website: http://www.collabor8now.com http://twitter.com/stephendale Email: email@example.com