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Communities Without Borders - The Big Social (Sept 2011)
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Communities Without Borders - The Big Social (Sept 2011)

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This is a presentation from "The Big Social 2011" which was presenting by myself, Bill Johnston from Dell and Dharmesh Singh from Microsoft about how to take your community program Global.

This is a presentation from "The Big Social 2011" which was presenting by myself, Bill Johnston from Dell and Dharmesh Singh from Microsoft about how to take your community program Global.

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  • Creation of communities targeted at priority segments that offer a range of social activities ranging from support, knowledge /best practice sharing, ideation/crowd souring and lead gen.

Communities Without Borders - The Big Social (Sept 2011) Communities Without Borders - The Big Social (Sept 2011) Presentation Transcript

  • The Big Social2011Telligent Customer Conference#Telligent #TheBigSocialCommunities Without BordersBill Johnston, DellForrest W. Lymburner, Texas InstrumentsDharmesh Singh, Microsoft
  • The Big Social 2011Agenda Session Objectives Industry Trends Panel Introduction Panel Discussions Continue Learning Q&A2
  • The Big Social 2011Session ObjectiveYour organization is global, why isn’tyour community?Learn from a panel of experts on what ittakes to implement communities acrossmultiple regions and countries.3
  • The Big Social 2011Bill Johnston4Director of Global Online Community, Dell@BillJohnston # years workingwith onlinecommunities Key responsibilities Countries withcommunities # communitymembers Interesting
  • The Big Social 2011Dharmesh Singh5Director of Office 365, Microsoft@dpstomar 3 years working withonline communities; 14yrs. at Microsoft workingglobally Key Responsibilities Vision, Strategy andExecution Drive Feedback intoEngineering Launched Office 365community
  • The Big Social 2011Forrest W. Lymburner6WW Community Program Manager, Texas Instruments 3 years workingwith onlinecommunities KeyResponsibilities Focused communitiesin 4 regions 70,000 communitymembers Recently launched
  • The Big Social 20117Panel Insights
  • 8 Online Community Strategy & PlanningDell’s OnlineCommunity:An extended, onlinenetwork ofrelationshipsbetweenemployees, partnersand customers.
  • The Big Social 2011Aligning regional communitystrategies Intention is constant; engagementcontextual Rely on local team member’sperspective Local 3rd party research partners Lots of planning with local teams Go see yourself!10
  • The Big Social 2011When should you “cross thestreams” ? What is driving the requirement? Net positive impact? (everybody mustwin) Type of content / interaction (wiki vs.forum) Pros / Cons Mixed language RTT / Machine Human / Crowd11
  • The Big Social 2011Launching regional communitiesfrom the Mothership Business need? Critical mass in region / language? Language or region specific? Ingredients for Success: Content +Local Core12
  • The Big Social 2011Office 365 Community Launched Jun24th 9 Languages English, French, Italian, German, Spanish, Russian, Korean, Japanese andTraditional Chinese Advocacy, Feedback and Support13
  • The Big Social 2011Getting Started One by One“Lets start skunk works marketing project out of engineering” Think big start small Celebrate the small victories14
  • The Big Social 2011Managing SuccessfulCommunities-Culture, Culture, Culture!!! Community is about Engagement Transparency Commitment Think “Glocal” Leverage Local teams Reward experts15
  • The Big Social 2011Understand Cultural Differences How do you implement yourcommunity in a way that aligns with thecultural differences in each region?Cookie-cutter doesn’t workSociology is keyKnow the social media space (It’s not all Twitter, Facebook& YouTube)16
  • The Big Social 2011Your Regional BusinessPractices How can you make your communityreflect the way you do business in aregion? Sustainable & scalable for thelanguage Direct or In-Direct sales model Brand perception Partner or Enforcer?17
  • The Big Social 2011Regional Web Standards How do you make sure yourcommunity aligns with the webstandards of the region?18
  • The Big Social 201119The Site We Built
  • The Big Social 201120The way we should have built it
  • REMINDER#Telligent #TheBigSocialContinue your learning: Partner Pavilions Networking Telligent demonstrations Telligent Community 6.0 Telligent Enterprise 3.0 Telligent Analytics Keynote – Jeff Hayzlett
  • After The BigSocial#Telligent #TheBigSocial On Monday morning … Take inventory of your international social mediaprograms Collect data/listening research to find the gaps in yoursocial strategy In 3 months Identify your focus markets and develop individualizedplans for each Immerse yourself in the culture - consider face-to-facemeetings for key regions
  • REMINDER#Telligent #TheBigSocialAfter The Big Social is over – continue learning: Online Community Strategy –billjohnston.net Community Management & Best Practices– The Community Roundtable Community Management & Social MediaStrategy – Blaise Grimes – Viort’s Blog
  • REMINDER#Telligent #TheBigSocialAfter The Big Social is over Visit Telligent.com/bigsocial/ Customer Connection – Telligent Communitycustomers Employee Community – Telligent Enterprisecustomers Telligent Support – Customer service andsupport Developer Space – Extend and integrate theplatform
  • REMINDER#Telligent #TheBigSocialStock Questions (KJ: will delete this slide and give them to Rob to ask) How do I know if I should take my community global? When should I do it? When should I not do it? What are the necessary team dynamics/skills to make a global communitysuccessful? Any more questions to seed?