introNetworks Webinar Series
”The Community Maturity Model”
Conversation with
Rachel Happe
Thursday, October 15th
, 9 am P...
Chat Live with us
on Twitter
Chat Live with us
on Twitter
Have a Twitter
Account?
• Yes, great!
• If not, create one at
Tw...
Driving Success - 8
Competencies to
Socializing Your
Organization
Rachel Happe
Who I am
Rachel Happe
The Community Roundtable
@rhappe and @TheCR
Background: PRTM, IDe, Bitpass, IDC, Mzinga
Skills: Anal...
http://www.flickr.com/photos/dey/2918626312/
The Market is Changing… How Will
Organizations Change?
The Market is Changing… How Will
Organizations Change?
@introNetwor...
Community Maturity
Model TM
1. STRATEGY
@introNetworks @rhappe @TheCR
You Need An Engaged Network
Having a passive constituent base
is no longer enough
http://www.flickr.com/photos/luc/1804295...
Alignment
http://www.flickr.com/photos/73937087@N00/422507353/
Expectations – Reality = Satisfaction
@introNetworks @rhappe @TheCR
What To Do
• Acknowledge and articulate who you
are as a organization
– The Good, The Bad, & The Ugly
• Align how you talk...
2. LEADERSHIP
@introNetworks @rhappe @TheCR
Be Transparent
http://www.flickr.com/photos/22971881@N02/3104553057/in/set-72157611215947198/
Be Authentic
Photo by T.McEnroe
Be Modest
Distributed
http://www.flickr.com/photos/mclxi/388392114/
Lead from the Back
What You Need To Do
• Practice conversational and facilitated
communications internally
• Take small steps toward transpar...
3. CULTURE
@introNetworks @rhappe @TheCR
Tone
http://www.flickr.com/photos/jspad/142160659/
Informed
Communication Mode
http://www.flickr.com/photos/kiwanja/3169447879/
Powerful
Feeling of Power/Controlhttp://www.flickr.com/photos/gargi/2483623130/
What You Need To Do
• Listen/Ask/Measure how
communications and decisions are
made
• Translate between groups
• Be as resp...
4. COMMUNITY
MANAGEMENT
@introNetworks @rhappe @TheCR
Who Are Your Cheeseheads?
http://www.flickr.com/photos/sheila_steele/161726592/
Bring Catnip
Ride The Waves
http://www.flickr.com/photos/tk_five_0/2279894817/
http://www.flickr.com/photos/jfchenier/2409726404/
Don’t Ignore
What You Need To Do
• Build a mission that attracts passionate
fans
• Offer rewards and recognition to
encourage ‘good’ be...
5. CONTENT &
PROGRAMMING
@introNetworks @rhappe @TheCR
http://www.flickr.com/photos/pandemia/1286794844/
Be Notable
Schedule
http://www.flickr.com/photos/vidiot/61484953/
Keep A Regular Schedule
Text
http://www.flickr.com/photos/cecilanne_r-s/3541646602/
Be Multi-Modal
Image
http://www.flickr.com/photos/mfakheri/2815755503/
Be Valuable
What You Need To Do
• Attract attention
• Create a schedule of events that
have a cadence
• Develop content in different
m...
6. POLICY &
GOVERNANCE
@introNetworks @rhappe @TheCR
Have Rules
http://www.flickr.com/photos/strandloper/1385105547/
http://www.flickr.com/photos/cibergaita/62123585/
Take Calculated Risks
http://www.flickr.com/photos/lrargerich/3107809174/sizes/l/
Protect Your Base
What You Need To Do
• Define expected culture through
rules. Be Firm
• Articulate and plan for the risks but
remember too,...
7. TOOLS
@introNetworks @rhappe @TheCR
http://www.flickr.com/photos/docman/36125185/
Find Good Tools
What You Need To Do
• Understand where tools can help - not
everything requires or has a tool that
can help
• Evaluate whi...
8. METRICS &
MEASUREMENT
@introNetworks @rhappe @TheCR
http://www.flickr.com/photos/aussiegall/286709039/Measure
http://www.flickr.com/photos/captkodak/272746539/
Account & Reconcile
What You Need To Do
• Know where you want to go- measurement is not all
that useful if you don’t know what success looks l...
Community Maturity
Model TM
Thank You
@rhappe & @TheCR
rachel@community-roundtable.com
www.community-roundtable.com
Special Guest
Author Jono Bacon
The Art of Community
Building the New Age of Participation
November WebinarNovember Webina...
The Community Maturity Model - introNetworks Webinar Series with Rachel Happe
The Community Maturity Model - introNetworks Webinar Series with Rachel Happe
Upcoming SlideShare
Loading in...5
×

The Community Maturity Model - introNetworks Webinar Series with Rachel Happe

2,250

Published on

In this month's webinar we interview Rachel Happe from the Community Roundtable about her work and an interesting concept called the Community Maturity Model. You can listen to a replay of the webinar (free) at http://intronetworks.com/webinars.aspx

Published in: Technology, Sports
0 Comments
5 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
2,250
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
95
Comments
0
Likes
5
Embeds 0
No embeds

No notes for slide
  • In the past you had the mic – you got to control the conversation – and there were a limited number of channels you needed to reach to get your message out. Influencers were easy to identify because they controlled other microphones.
  • Today, the people who once stood behind the microphone are now just one more member of the conversation – on more equal footing with everyone else. Now you – and the previous influencers – are just a few voices out of millions.
  • India was instructive to me because I started to understand how this seemingly chaotic state was organized. There, not only are there a lot of people but traffic includes people, animals, bullock carts, scooters, autorickshaws, cars, trucks, etc. – all pouring through the streets with seemingly no rules. It is a highly complex system. Somehow, they self-organize. What I learned for that:
    One person has no hope of trying to ‘manage’ it so you need everyone to do a little bit – you need everyone to see and fill vacuums and gaps
    Understanding cultural queues (three quick honks) will help you avoid accidents
    Cows are sacred and unpredictable – accept that and go around
    There is no safety net – insurance is unheard of – if you screw up, it is going to hurt. Accept that, deal with it, and move on.
    Suspend disbelief
  • Above all – PR & Communications needs to be in lock step with customer’s experiences with your product or service – and set expectations lower so that customers are delighted.
  • Give them a reason to come and socialize
  • Have regularly scheduled events – cadence is important
  • Be Multi-modal: Text, images, video; Asynchronous, Synchronous
  • Make it valuable (contextual/relevant)
  • What are the risks?
  • What is our responsibility to protect? And whom?
  • Tools – used correctly – give us leverage that we don’t have on our own.
  • Measurement is done for many reasons:
    To compare
    To win
    To understand
    To fit correctly
    To repeat
  • Account, reconcile, and balance our intentions with reality
  • The Community Maturity Model - introNetworks Webinar Series with Rachel Happe

    1. 1. introNetworks Webinar Series ”The Community Maturity Model” Conversation with Rachel Happe Thursday, October 15th , 9 am Pacific Sponsored by introNetworks ‘We transform businesses With smart social networks’
    2. 2. Chat Live with us on Twitter Chat Live with us on Twitter Have a Twitter Account? • Yes, great! • If not, create one at Twitter.com, it takes 2 minutes, we’ll wait… Tweetchat.com • Login using your Twitter account • Join the #introchat room Ask Questions • Chat with others • We will monitor this room live during the webinar
    3. 3. Driving Success - 8 Competencies to Socializing Your Organization Rachel Happe
    4. 4. Who I am Rachel Happe The Community Roundtable @rhappe and @TheCR Background: PRTM, IDe, Bitpass, IDC, Mzinga Skills: Analysis, Management, Operational Strategy, Facilitation, Communication, Community Strategy, Coaching Domain Expertise: Internet trends, Social Media, Communities, Market Analysis, New Product Development Interests: People, Cooking, Sailing, Hiking, Maine
    5. 5. http://www.flickr.com/photos/dey/2918626312/
    6. 6. The Market is Changing… How Will Organizations Change? The Market is Changing… How Will Organizations Change? @introNetworks @rhappe @TheCR
    7. 7. Community Maturity Model TM
    8. 8. 1. STRATEGY @introNetworks @rhappe @TheCR
    9. 9. You Need An Engaged Network Having a passive constituent base is no longer enough http://www.flickr.com/photos/luc/1804295568/
    10. 10. Alignment http://www.flickr.com/photos/73937087@N00/422507353/
    11. 11. Expectations – Reality = Satisfaction @introNetworks @rhappe @TheCR
    12. 12. What To Do • Acknowledge and articulate who you are as a organization – The Good, The Bad, & The Ugly • Align how you talk about your company and products with what customers think about you • Think of customers as marketing partners • Determine how socially-enabled your constituents are • Identify the drivers that will help you
    13. 13. 2. LEADERSHIP @introNetworks @rhappe @TheCR
    14. 14. Be Transparent http://www.flickr.com/photos/22971881@N02/3104553057/in/set-72157611215947198/
    15. 15. Be Authentic Photo by T.McEnroe
    16. 16. Be Modest
    17. 17. Distributed http://www.flickr.com/photos/mclxi/388392114/ Lead from the Back
    18. 18. What You Need To Do • Practice conversational and facilitated communications internally • Take small steps toward transparency • Experience self-organizing environments – developer communities, India, Wikipedia, user groups • War game radically different communications cultures – using games like Bafa Bafa
    19. 19. 3. CULTURE @introNetworks @rhappe @TheCR
    20. 20. Tone http://www.flickr.com/photos/jspad/142160659/
    21. 21. Informed Communication Mode http://www.flickr.com/photos/kiwanja/3169447879/
    22. 22. Powerful Feeling of Power/Controlhttp://www.flickr.com/photos/gargi/2483623130/
    23. 23. What You Need To Do • Listen/Ask/Measure how communications and decisions are made • Translate between groups • Be as responsive to various constituents in their own modality • Encourage and reward change • Set expectations clearly
    24. 24. 4. COMMUNITY MANAGEMENT @introNetworks @rhappe @TheCR
    25. 25. Who Are Your Cheeseheads?
    26. 26. http://www.flickr.com/photos/sheila_steele/161726592/ Bring Catnip
    27. 27. Ride The Waves http://www.flickr.com/photos/tk_five_0/2279894817/
    28. 28. http://www.flickr.com/photos/jfchenier/2409726404/ Don’t Ignore
    29. 29. What You Need To Do • Build a mission that attracts passionate fans • Offer rewards and recognition to encourage ‘good’ behaviors • Ride the wave of community interest rather than trying to start waves • Don’t ignore problems – address immediately even if you don’t have the answer
    30. 30. 5. CONTENT & PROGRAMMING @introNetworks @rhappe @TheCR
    31. 31. http://www.flickr.com/photos/pandemia/1286794844/ Be Notable
    32. 32. Schedule http://www.flickr.com/photos/vidiot/61484953/ Keep A Regular Schedule
    33. 33. Text http://www.flickr.com/photos/cecilanne_r-s/3541646602/ Be Multi-Modal
    34. 34. Image http://www.flickr.com/photos/mfakheri/2815755503/ Be Valuable
    35. 35. What You Need To Do • Attract attention • Create a schedule of events that have a cadence • Develop content in different modalities – text, images, video; synchronous & asynchronous • Focus on value – build content that will be contextual and relevant to your audience
    36. 36. 6. POLICY & GOVERNANCE @introNetworks @rhappe @TheCR
    37. 37. Have Rules http://www.flickr.com/photos/strandloper/1385105547/
    38. 38. http://www.flickr.com/photos/cibergaita/62123585/ Take Calculated Risks
    39. 39. http://www.flickr.com/photos/lrargerich/3107809174/sizes/l/ Protect Your Base
    40. 40. What You Need To Do • Define expected culture through rules. Be Firm • Articulate and plan for the risks but remember too, risks make things fun & worthwhile • Define the constituent groups for whom you are responsible and how – both legally and ethically – and what will harm them
    41. 41. 7. TOOLS @introNetworks @rhappe @TheCR
    42. 42. http://www.flickr.com/photos/docman/36125185/ Find Good Tools
    43. 43. What You Need To Do • Understand where tools can help - not everything requires or has a tool that can help • Evaluate which investments have higher payoff – those that streamline repetitive or expensive tasks • Understand tool externalities – tools don’t work in a vacuum. How do they work with existing processes and people?
    44. 44. 8. METRICS & MEASUREMENT @introNetworks @rhappe @TheCR
    45. 45. http://www.flickr.com/photos/aussiegall/286709039/Measure
    46. 46. http://www.flickr.com/photos/captkodak/272746539/ Account & Reconcile
    47. 47. What You Need To Do • Know where you want to go- measurement is not all that useful if you don’t know what success looks like • Understand data influencers – if you don’t know how to change a measurement or its cost, it is also not all that useful • Keep it simple – the easier it is for everyone to understand, the better. Three clear metrics are better than 20. • Develop accounting standards – what are your priorities and values and how well does your budget reflect them? • Don’t forget your common sense. Measurement is one guide post to good decision making, not the sole factor. Resource: http://www.thesocialorganization.com/social-media-metrics.html
    48. 48. Community Maturity Model TM
    49. 49. Thank You @rhappe & @TheCR rachel@community-roundtable.com www.community-roundtable.com
    50. 50. Special Guest Author Jono Bacon The Art of Community Building the New Age of Participation November WebinarNovember Webinar Sponsored by
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×