Community Management 101

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Presented at the Enterprise 2.0 Santa Clara Conference, November 2011

Congratulations - you are a new community manager! Now what? Common advice says to “Focus on goals” and “It’s about people”. But how do you translate these concepts into an action plan? Bring your questions. And be prepared to hear practical advice on how to tackle critical factors for success.

Attendees will learn about important drivers for community success:
- Goals: Identify corporate and member goals
- Use the goals drive design and feature selection
- Pitfalls to avoid
- Governance: Balancing legal requirements with user experience

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Community Management 101

  1. 1. Trisha Liu @mor_trisha gplus.to/trishaliu The Community BackChannel Enterprise 2.0 Workshop Community Management Toolkit Topic 1: Community Management 101 Santa Clara ~ November 2011© Copyright 2011 Community BackChannel. All rights reserved. 1
  2. 2. #cmtybc Workshop #e2conf @mor_trisha What is Community Management? Photo credit: Mycael© Copyright 2011 Community BackChannel. All rights reserved. 2
  3. 3. #cmtybc Workshop #e2conf @mor_trisha Community Management: The discipline of ensuring a productive community. - Rachel Happe, @rhappe The Community Roundtable© Copyright 2011 Community BackChannel. All rights reserved. 3
  4. 4. #cmtybc Workshop #e2conf @mor_trisha Healthy Photo credit: Edson Hong© Copyright 2011 Community BackChannel. All rights reserved. 4
  5. 5. #cmtybc Workshop #e2conf @mor_trisha Growing Photo credit: Kenski1970© Copyright 2011 Community BackChannel. All rights reserved. 5
  6. 6. #cmtybc Workshop #e2conf @mor_trisha Valuable Photo credit: Pedro Vezini© Copyright 2011 Community BackChannel. All rights reserved. 6
  7. 7. #cmtybc Workshop #e2conf @mor_trisha Successful Photo credit: Joint Base Lewis McChord© Copyright 2011 Community BackChannel. All rights reserved. 7
  8. 8. #cmtybc Workshop #e2conf @mor_trisha Why is Community Management important?© Copyright 2011 Community BackChannel. All rights reserved. 8
  9. 9. #cmtybc Workshop #e2conf @mor_trisha If you build it… …you must maintain it Photo credit: InspiredInDesMoines© Copyright 2011 Community BackChannel. All rights reserved. 9
  10. 10. #cmtybc Workshop #e2conf @mor_trisha Who can help maintain what you have built? Community Managers!© Copyright 2011 Community BackChannel. All rights reserved.
  11. 11. #cmtybc Workshop #e2conf @mor_trisha Oversee Photo credit: kennymatic© Copyright 2011 Community BackChannel. All rights reserved. 11
  12. 12. #cmtybc Workshop #e2conf @mor_trisha Nurture Photo credit: lovestruck© Copyright 2011 Community BackChannel. All rights reserved. 12
  13. 13. #cmtybc Workshop #e2conf @mor_trisha Measure Photo credit: PaulDCocker© Copyright 2011 Community BackChannel. All rights reserved. 13
  14. 14. #cmtybc Workshop #e2conf @mor_trisha Assess Photo credit: woodleywonderworks© Copyright 2011 Community BackChannel. All rights reserved. 14
  15. 15. #cmtybc Workshop #e2conf @mor_trisha Refine Photo credit: quinn.anya© Copyright 2011 Community BackChannel. All rights reserved. 15
  16. 16. #cmtybc Workshop #e2conf @mor_trisha Who are community managers?© Copyright 2011 Community BackChannel. All rights reserved.
  17. 17. #cmtybc Workshop #e2conf @mor_trisha Tour guide Photo credit: garryknight© Copyright 2011 Community BackChannel. All rights reserved. 17
  18. 18. #cmtybc Workshop #e2conf @mor_trisha Concierge Photo credit: daquella manera© Copyright 2011 Community BackChannel. All rights reserved. 18
  19. 19. #cmtybc Workshop #e2conf @mor_trisha Gardener Photo credit: Pink Sherbert Photography© Copyright 2011 Community BackChannel. All rights reserved. 19
  20. 20. #cmtybc Workshop #e2conf @mor_trisha Helpdesk Photo credit: MikeOliveri© Copyright 2011 Community BackChannel. All rights reserved. 20
  21. 21. #cmtybc Workshop #e2conf @mor_trisha Piñata Photo credit: cjmartin© Copyright 2011 Community BackChannel. All rights reserved. 21
  22. 22. #cmtybc Workshop #e2conf @mor_trisha Cheerleader Photo credit: Les_Stockton© Copyright 2011 Community BackChannel. All rights reserved. 22
  23. 23. #cmtybc Workshop #e2conf @mor_trisha …and cleanup crew Photo credit: Les_Stockton© Copyright 2011 Community BackChannel. All rights reserved. 23
  24. 24. #cmtybc Workshop #e2conf @mor_trisha Image credit: Dion Hinchcliffe http://i.zdnet.com/blogs/community_manager_large.png© Copyright 2011 Community BackChannel. All rights reserved. 24
  25. 25. #cmtybc Workshop #e2conf @mor_trisha What drives community managers?© Copyright 2011 Community BackChannel. All rights reserved.
  26. 26. #cmtybc Workshop #e2conf @mor_trisha Service focus Photo credit: Phil Dowsing Creative© Copyright 2011 Community BackChannel. All rights reserved.
  27. 27. #cmtybc Workshop #e2conf @mor_trisha Goooooooal!!! Photo credit: coba© Copyright 2011 Community BackChannel. All rights reserved. 27
  28. 28. #cmtybc Workshop #e2conf @mor_trisha Translator Photo credit: WordShore© Copyright 2011 Community BackChannel. All rights reserved. 28
  29. 29. #cmtybc Workshop #e2conf @mor_trishaActivity • 10 Minutes to Answer • Scenario:  Goal: ‘capture knowledge’  Activity change: Turn off email distribution lists and move them into the community • Answer: Group 1. What goal do you want to achieve? Activity 2. What actions support the goal? 3. How can the actions change to support the goal? 4. What training and messaging can be driven?© Copyright 2011 Community BackChannel. All rights reserved.
  30. 30. THANK YOU! Trisha Liu #cmtybc @mor_trisha gplus.to/trishaliu© Copyright 2011 Community BackChannel. All rights reserved. 30
  31. 31. #cmtybc Workshop #e2conf @mor_trisha Appendix© Copyright 2011 Community BackChannel. All rights reserved. 31
  32. 32. #cmtybc Workshop #e2conf @mor_trisha What is Community Management? Community Management is the discipline of ensuring a productive community. Qualities of a productive community: • Healthy • Growing • Valuable • Successful© Copyright 2011 Community BackChannel. All rights reserved. 32
  33. 33. #cmtybc Workshop #e2conf @mor_trisha Why is Community Management important? If you build it, you must maintain it. Think of a baseball stadium. Once you build it, you cannot neglect it. If you do: • Grass will die or turn into weeds • Light bulbs will burn out • Concession stands will run out of food • Seats will get dirty • Trash will pile up© Copyright 2011 Community BackChannel. All rights reserved. 33
  34. 34. #cmtybc Workshop #e2conf @mor_trisha What do Community Managers do? • Oversee • Nurture and grow • Measure • Assess • Refine© Copyright 2011 Community BackChannel. All rights reserved. 34
  35. 35. #cmtybc Workshop #e2conf @mor_trisha Who are Community Managers? • Tour guide • Concierge • Gardener • Helpdesk • Piñata • Cheerleader • Cleanup crew© Copyright 2011 Community BackChannel. All rights reserved. 35
  36. 36. #cmtybc Workshop #e2conf @mor_trisha What drives Community Managers? • Service focus • Focus on goals • Translate goals into actions • Make sense of the goals and actions© Copyright 2011 Community BackChannel. All rights reserved. 36
  37. 37. #cmtybc Workshop #e2conf @mor_trisha References Inside the Mind of a Community Manager http://blog.getsatisfaction.com/2011/01/24/community- manager/?view=socialstudies Online Community Manager graphic, Dion Hinchcliffe http://i.zdnet.com/blogs/community_manager_large.png http://blogs.zdnet.com.Hinchcliffe Community BackChannel http://community.thebrainyard.com/index.jspa The Community Roundtable http://community-roundtable.com/© Copyright 2011 Community BackChannel. All rights reserved. 37

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