From Julie Delaforce's (GM, Quiip) presentation at BBcon Sydney 2014 (Blackbaud conference for not for profits) on seeding and running a successful online community for your supporters. Learn: What is online community?; Setting a solid foundation: objectives and strategy; Top tips for online community management; and What success looks like

1. Seeding
and
running
a
successful
ONLINE
COMMUNITY
FOR
YOUR
SUPPORTERS

3. Seeding
&
running
a
successful
ONLINE
COMMUNITY
FOR
YOUR
SUPPORTERS
1. What
is
online
community?
2. Se5ng
a
solid
founda9on:
objec9ves
and
strategy
3. Top
9ps
for
online
community
management
4. What
success
looks
like

4. What
is
ONLINE
COMMUNITY?

5. COMMUNITY:
A
specific
group
of
people
who
have
developed
rela9onships
around
a
strong
common
interest.
PEOPLE
create
COMMUNITY
Defini&on
derived
from
the
Journal
of
Web
Based
Communi&es.

6. SOCIAL
NETWORKS:
Web-­‐based
services
that
allow
individuals
to
construct
a
profile
within
a
bounded
system
and
ar9culate
a
list
of
other
users
with
whom
they
share
a
connec9on.
NETWORKS
are
created
around
PEOPLE
Journal
of
Computer-­‐mediated
communica&on
–
Danah
Boyd
–
2007

7. Setting
a
SOLID
FOUNDATION

8. Set
a
goal
at
the
outset
Image:
TheBo/Wikipedia
S.M.A.R.T

9. Proven
online
community
objectives
1. Increase
customer
loyalty
2. Customer
support:
improve
quality,
decrease
cost
3. Repeat
custom/customer
reten9on
4. Idea
genera9on
5. Recrui9ng:
improve
quality,
decrease
cost
6. Reduced
marke9ng
costs
7. Research
&
development
feedback
8. Fundraising
opportuni9es
(sales
for
commercial
organisa9ons)
9. Decreased
staff
turnover
(internal)
10. Increased
produc9vity
and
collabora9on
(internal)
Adapted
from
Feverbee
Community
Management
Course

10. WHY?
WHO?
STRATEGY
WHERE?
WHAT?
WHEN?
HOW?

11. Top
tips
for
great
GREAT
COMMUNITY
MANAGEMENT

12. Objective
+
strategy…
NOW
WHAT?
www.feverbee.com
COMMUNITY
LIFECYCLE

13. Empower
your
advocates

14. Balance
reacAve
&
proacAve
tasks
Image:
ladytaz/Flickr

15. The
best
content
for
the
community
is
content
by
the
community

16. It’s
not
about
YOU
it’s
about
THEM
Pareto
Principle
Content
=
THEM:YOU
|
80:20

17. Motivators
for
participation:
1. Reputa9on
2. Efficacy
3. Altruism
4. An9cipated
reciprocity
5. Sense
of
belonging
6. Emo9onal
connec9ons
KNOW
YOUR
AUDIENCE

18. What
does
SUCCESS
look
like?

19. WHAT
DOES
SUCCESS
LOOK
LIKE?
1. Interac9on
between
members
2. Returning
members
3. Sense
of
belonging

20. BEWARE
THE
MATRIX!
Don’t
fall
into
the
trap
of
ge5ng
lost
in
the
number.
Data
+
anecdotal
evidence
+
member
feedback
+
surveys
=
INSIGHTS
=
COMMUNITY
SUCCESS

21. hfp://quiip.com.au/nonprofit/
• Complete
our
10
minute
survey
to
order
a
complimentary,
bespoke
report
on
the
health
of
your
online
community
and
social
media
ac9vi9es