Questions to ask when building and maintaining an online community Scott Moore Online Community Consultant [email_address] twitter.com/scottmoore

Printable Edition This is intended for solo viewing, the live-action version will be much more exciting. There are NOTES to add supporting details to the main point. So if you aren’t seeing notes, you are missing information.

This is intended for solo viewing, the live-action version will be much more exciting.

There are NOTES to add supporting details to the main point. So if you aren’t seeing notes, you are missing information.

Answering foundational questions early in the process will: Set you on the right path. Help you sift through technology decisions, especially giant feature lists. Support you if a crisis arises.

Answering foundational questions early in the process will:

Set you on the right path.

Help you sift through technology decisions, especially giant feature lists.

Support you if a crisis arises.

If you don’t answer these questions sooner , you will ask them later .

If you don’t answer these questions sooner ,

you will ask them later .

An answer is better than no answer It’s about process, research, analysis, discussion, alignment.

An answer is better than no answer

It’s about process, research, analysis, discussion, alignment.

Be flexible.

Be flexible.

Who? Where? Why? What? How? When?

Who? Where?

Why? What?

How?

When?

People Who? Clients? Donors? Advocates? Activists? Volunteers?

Who?

Clients?

Donors?

Advocates?

Activists?

Volunteers?

People Who are they in terms of age, gender, profession, social technographics? Where are they online? Where are they offline?

Who are they in terms of age, gender, profession, social technographics?

Where are they online? Where are they offline?

People Who will the community not serve? Age Country It’s about setting expectations You can still welcome those outside direct service (diversity is good)

Who will the community not serve?

Age

Country

It’s about setting expectations

You can still welcome those outside direct service (diversity is good)

Objectives Why are we doing this? What is our mission, vision, purpose, focus, goals

Why are we doing this?

What is our mission, vision, purpose, focus, goals

Objectives What values do we hold?

What values do we hold?

Objectives What are the needs of our organization, our community members? What is the value of our community members building relationships with each other?

What are the needs of our organization, our community members?

What is the value of our community members building relationships with each other?

Objectives What are your areas of distrust?

What are your areas of distrust?

Objectives What does success look like?

What does success look like?

Strategy How does change happen?

How does change happen?

Strategy How is our organization limited? Budget Time Development resources IT support

How is our organization limited?

Budget

Time

Development resources

IT support

Strategy How involved do we want/need to be in the community? Content Behavior Light Heavy Attitudes Values

How involved do we want/need to be in the community?

Content

Behavior

Light Heavy

Attitudes

Values

Strategy Who controls when and how things change? How much control does the community get?

Who controls when and how things change?

How much control does the community get?

Strategy How will we sustain the community? Will we manage or mediate conflict? Pre- or Post hoc moderation? What kind of moderation? - Content - Behavior - Attitude How will we support diversity/dissent?

How will we sustain the community?

Will we manage or mediate conflict?

Pre- or Post hoc moderation?

What kind of moderation?

- Content

- Behavior

- Attitude

How will we support diversity/dissent?

Strategy When do we expect results? When should we expect results?

When do we expect results?

When should we expect results?

Strategy When do we want to launch/change? When do we want it to end ?

When do we want to launch/change?

When do we want it to end ?

Wrap up! It’s about people and processes. Hit as many of the big questions as you can. Reflect back on your answers while reviewing technology options. Be flexible – experimentation is okay! Review your questions and answers and update if necessary.

It’s about people and processes.

Hit as many of the big questions as you can.

Reflect back on your answers while reviewing technology options.

Be flexible – experimentation is okay!

Review your questions and answers and update if necessary.

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