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7 habits of successful community managers

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Presentation by Joyce Davis as given on November 30th in Amsterdam for Social Connections IV, the IBM Connections user group event

Presentation by Joyce Davis as given on November 30th in Amsterdam for Social Connections IV, the IBM Connections user group event

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7 habits of successful community managers 7 habits of successful community managers Presentation Transcript

  • Joyce Davis, Community ManagerTwitter: @jadintxCommunity: http://ibm.co/ics-community 7Seven Habits of a Successful Community ManagerIBM Collaboration Solutions & Social BusinessPresented at Social Connections IV in AmsterdamNovember 30, 2012
  • (Joyce explained her Dutch ancestry)
  • Seven Habits of a Successful Community Manager
  • 7Seven Habits of a Successful Community Manager
  • Fairness Integrity Honesty Human dignity
  • Once upon a time, there was agirl named Dorothy...
  • Dorothy Gale Corporate Planner Yellow Brick Road Enterprises Kansas, US Working on an agenda for our next Emerald City project!“Dorothy worked in corporate planning for Yellow BrickRoad Enterprises. One day, Dorothys manager Glindacame up to her desk and announced, ‘Dorothy, we needour employees to work better together. And we need tointeract more effectively with our customers. We want togather their feedback on how to improve our yellow brickroads. Weve heard that social business will solve all ourproblems -- and that we need a community manager.Weve decided that youre good at herding munchkins,so youve been promoted to community manager!’”
  • Dorothy Gale Community Manager Corporate Planner Yellow Brick Road Enterprises Kansas, US Global Glinda just promoted me to community manager!“Dorothy was flabbergasted! She didnt know where tostart. She was familiar with social media, and she lovedthe new software they had just installed at their companycalled IBM Connections 4. She decided she had onlyone thing to do. Go see the wizard!”
  • The Wizard of Oz“Dorothy explained her problem to the wizard, whoresponded by handing her a small black bag. ‘In this bagyou will find everything you need to be a successfulcommunity manager,’ he said confidently (and with aslight Australian accent). ‘Go forth and grow yourcommunity!’ Dorothy thanked the wizard and headedhome. As she walked along the yellow brick road, shepeered into the bag….”[In the bag is contained the objects that represent eachof the 7 habits discussed on the following slides.]
  • The Wizard of Oz“Dorothy explained her problem to the wizard, whoresponded by handing her a small black bag. ‘In this bagyou will find everything you need to be a successfulcommunity manager,’ he said confidently (and with aslight Australian accent). ‘Go forth and grow yourcommunity!’ Dorothy thanked the wizard and headedhome. As she walked along the yellow brick road, shepeered into the bag….”[In the bag is contained the objects that represent eachof the 7 habits discussed on the following slides.]
  • 1. Be Proactive What can you control?
  • 1. Be proactive• Get personally involved and invested in the community• Focus energy on the things you can control• Acknowledge mistakes• Provide easy opportunities for members to contribute
  • 2. Begin with the end in mind What’s your mission?
  • 2. Begin with the end in mind• Create a mission statement for the community with the help of members• Define a community charter, complete with roles and responsibilities• Have an on-boarding and enablement process• Have mentors who help orient As a member of the community: new members •Build business relationships •Receive recognition and visibility •Gain technical knowledge •Stay up-to-date •Influence IBM’s products and strategy
  • 3. Put first things first Do you know your community?
  • 3. Put first things first• Developing relationships with community members is the single most important role as a community manager• Communicating with members is more important than the collaboration tool or social channel being used• Take advantage of face-to-face events to build relationships• Recognize community members publicly
  • 4. Win-win What do you reward?
  • 4. Win-win• Align rewards with the value systems of the community (reward collaboration not competition)• Dont force people to collaborate a certain way or in a certain place; go to where they are and explore ways improve the community
  • 5. Seek first tounderstand, then beunderstoodAre you listening to yourcommunity?
  • 5. Seek first to understand, then be understood• Listen to the community; consider focus groups, polls or surveys to gather feedback• Before prescribing solutions, be sure you fully understand concerns• Focus on engagement, not just broadcasts• Respond on a timely basis
  • 6. SynergizeIs the whole greater than the sumof its parts?
  • 6. Synergize• Embrace different points and view• Let different talents shine• Establish leaders / advocates for different areas of the community (forums, social media channels)• Ensure fresh and engaging community content by encouraging contributions from various sources
  • 7. Sharpen the saw How can you improve?
  • 7. Sharpen the saw• Measure success; ensure youre measuring the right thing (e.g., engagement vs. followers)• Periodically review the community charter• Dont be afraid to make changes (including to the community charter)• Be careful about burn out. Have trusted partners and community members who can cover for you when you need a break.• Explore ways that you can strengthen your skills as a community manager (#cmgr, Community Roundtable)
  • The 7 Habits1.Be proactive2.Begin with the end in mind3.Put first things first4.Win-win5.Seek first to understand, then be understood6.Synergize7.Sharpen the saw
  • 7The 7 Habits1.Be proactive2.Begin with the end in mind3.Put first things first4.Win-win5.Seek first to understand, then be understood6.Synergize7.Sharpen the saw
  • ...Dorothy faithfully practiced the habits ofsuccessful community managers that thewizard had so wisely offered her. Shethrived in her role as a community manager,and most importantly, the yellow brick roadcommunity lived happily ever after.The end.
  • Resources• The 2012 State of Community Management - Best Practices from Community, Social Media, & Social Business Practitioners http://community-roundtable.com/socm-2012/• Digital Habitats; stewarding technology for communities, by Etienne Wenger, Nancy White, John D. Smith http://www.amazon.com/gp/product/0982503601? ie=UTF8&tag=fullcircleassoci&linkCode=xm2&creativeASIN=0982503601• BP304--The Way of the Social Dragon: Ten Key Strategies for Building a Thriving Social Community in Your Organization, included in this .zip file: https://greenhouse.lotus.com/files/app?lang=en_US#/file/5a4e5393-6f1f-4278-a1a1-947d750e1a39• IBM Connections wiki http://www-10.lotus.com/ldd/lcwiki.nsf/• IBM Connections Media Gallery http://www-10.lotus.com/ldd/lcwiki.nsf/xpViewCategories.xsp?lookupName=Video%20Gallery• Installing the IBM Connections Files Plug-in for Lotus Notes http://www-10.lotus.com/ldd/lcwiki.nsf/dx/Installing_the_IBM_Lotus_Connections_Files_plug-in_for_Lotus_Notes_lc3• IBM Mobile Apps http://www-01.ibm.com/software/solutions/mobile-enterprise/mobile-apps/
  • Don’t miss later today....The Secret Art of Building Online Communities throughConnections (Pun intended!) – Luis Suarez (IBM)