introNetworks Webinar Series ” The Community Maturity Model” Conversation with Rachel Happe Thursday, October 15 th , 9 am Pacific Sponsored by intro Networks ‘ We transform businesses With smart social networks’

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

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

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 : 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

http://www.flickr.com/photos/dey/2918626312/

The Market is Changing… How Will Organizations Change? @introNetworks @rhappe @TheCR

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/1804295568/

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 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 build a network

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 build a network

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 transparency Experience self-organizing environments – developer communities, India, Wikipedia, user groups War game radically different communications cultures – using games like Bafa Bafa

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

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/Control http://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 responsive to various constituents in their own modality Encourage and reward change Set expectations clearly

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

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’ 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

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

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 modalities – text, images, video; synchronous & asynchronous Focus on value – build content that will be contextual and relevant to your audience

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

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, 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

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

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 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?

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?

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 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

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.

Community Maturity Model TM

Thank You @rhappe & @TheCR [email_address] www.community-roundtable.com

Special Guest Author Jono Bacon The Art of Community Building the New Age of Participation November Webinar Sponsored by

Special Guest Author Jono Bacon

The Art of Community Building the New Age of Participation