We are all Community
Using stories to build community in
companies
Origin Stories
• Hi, I’m Matt!
• Every Community has powerful, archetypal
stories
• These stories can help Community teams...
Community at TinyCo
Community
Building
Customer
Support
Social
Media
“Wow, you
have the best
Players”
Incorrect Assumptions
• “You can never make the community happy”
• “They’re going to be mad no matter what we
do”
• “Gamer...
1)How do we make the Community visible?
2)How do we keep Community insights
grounded, useful and relevant to the
company?
...
Story Venue 1: The Wonder Wall
Delight one person per day
Enable Random Acts of Community
Create Community as a Gift to the
Company
Story Venue 2: Feedback Reports
Framing Stories
• Players are
passionate
• It’s not about you
• Angry players are
angry because they
love your product
• W...
Reports are boring – and invaluable
• Reports force you to
structure your
thinking
• Player stories can add
color
• How yo...
Presenting Feedback
• Avoid incendiary
language
• Words like “many”,
“most” or “some” are
signal flares for where
you need...
How to speak Product Manager
• Study the art of presenting data
• Find every ounce of Quantitative you can
• Present trade...
Stories as Empathy
• Pain points are Data
Points
• Dig for context
• Find the stories that
build empathy
Story Venue 3: Moment of Zen
Moment of Zen
• Short story of
wowing players,
shared with the
whole company
– Or: players wowing us
• Always, always,
alw...
Story Pipelines
• Set up pipelines that allow
stories to come to you
• Document, document,
document
• Create contests that...
You’ll find Tattoo Stories
You’ll find Love Stories
You’ll find
Human
Stories
Community Changes Companies
That’s it!
So, what’s your story?
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We Are All Community - 9/25/13 #OCTribe Presentation by Matt Fairchild

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Matt Fairchild, Lead Community Manager at TinyCo, presents ideas and practices for sharing community stories with your company.

Published in: Technology, Education, Spiritual
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We Are All Community - 9/25/13 #OCTribe Presentation by Matt Fairchild

  1. 1. We are all Community Using stories to build community in companies
  2. 2. Origin Stories • Hi, I’m Matt! • Every Community has powerful, archetypal stories • These stories can help Community teams drive significant change within companies • … but it’s a ton of work!
  3. 3. Community at TinyCo Community Building Customer Support Social Media
  4. 4. “Wow, you have the best Players”
  5. 5. Incorrect Assumptions • “You can never make the community happy” • “They’re going to be mad no matter what we do” • “Gamers are jerks”
  6. 6. 1)How do we make the Community visible? 2)How do we keep Community insights grounded, useful and relevant to the company? 3)How do we close the feedback loop with developers, so they see direct results of what they work on?
  7. 7. Story Venue 1: The Wonder Wall
  8. 8. Delight one person per day
  9. 9. Enable Random Acts of Community
  10. 10. Create Community as a Gift to the Company
  11. 11. Story Venue 2: Feedback Reports
  12. 12. Framing Stories • Players are passionate • It’s not about you • Angry players are angry because they love your product • We’re only worried if nobody is talking
  13. 13. Reports are boring – and invaluable • Reports force you to structure your thinking • Player stories can add color • How you frame your feedback matters • Also, they don’t have to be boring
  14. 14. Presenting Feedback • Avoid incendiary language • Words like “many”, “most” or “some” are signal flares for where you need more specifics • Include a tl;dr • Keep to a regular schedule
  15. 15. How to speak Product Manager • Study the art of presenting data • Find every ounce of Quantitative you can • Present tradeoffs • Qualitative data is still data, but must be presented impartially
  16. 16. Stories as Empathy • Pain points are Data Points • Dig for context • Find the stories that build empathy
  17. 17. Story Venue 3: Moment of Zen
  18. 18. Moment of Zen • Short story of wowing players, shared with the whole company – Or: players wowing us • Always, always, always positive • The players are never the butt of the joke
  19. 19. Story Pipelines • Set up pipelines that allow stories to come to you • Document, document, document • Create contests that benefit the playerbase, the game, or the company • Involve the product teams • Develop intrinsic rewards
  20. 20. You’ll find Tattoo Stories
  21. 21. You’ll find Love Stories
  22. 22. You’ll find Human Stories
  23. 23. Community Changes Companies
  24. 24. That’s it! So, what’s your story?

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