The document outlines essential questions to consider when building and maintaining an online community, emphasizing the importance of foundational inquiries about the audience, objectives, strategy, and sustainability. It encourages flexibility and the need for ongoing evaluation and adaptation. The focus is on ensuring clarity in purpose and expectations, while also addressing diversity and conflict management.

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

2. 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.

3. 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.

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

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

6. Be flexible.

7. Who? Where? Why? What? How? When?

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

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

10. 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)

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

12. Objectives What values do we hold?

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

14. Objectives What are your areas of distrust?

15. Objectives What does success look like?

16. Strategy How does change happen?

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

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

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

20. 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?

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

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

23. 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.

24. TXT Your Session Evaluation! TXT NTC110 to 69866 Or complete online at http://nten.org/ntc-eval or on a paper evaluation available in the session room. Each completed session evaluation enters you to win a FREE 2010 NTC Registration!