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Growing Successful Online Communities

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Presentation given by Angela Connor (via Skype) to the Social Media Roundtable in Geneva, Switzerland on May 19, 2010.

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Growing Successful Online Communities

  1. 1. Growing Successful Online Communities<br />Angela Connor<br />Author, “18 Rules of Community Engagement”<br />May 19, 2010<br />
  2. 2. 1. a social group of any size whose members reside in a specific locality, share government, and often have a common cultural and historical heritage. <br />2. a locality inhabited by such a group. <br />3. a social, religious, occupational, or other group sharing common characteristics or interests and perceived or perceiving itself as distinct in some respect from the larger society within which it exists<br />4. a group of associated nations sharing common interests or a common heritage: the community of Western Europe. <br />Community Defined <br />
  3. 3. 5. Ecclesiastical a group of men or women leading a common life according to a rule. <br />6. Ecology . an assemblage of interacting populations occupying a given area. <br />7. joint possession, enjoyment, liability, etc.: community of property. <br />8. similar character; agreement; identity: community of interests. <br />9. the community, the public; society: the needs of the community. <br />Community Defined <br />
  4. 4. Make connections? <br />Solve problems? <br />Steady increase in membership?<br />Crucial conversations? <br />Move to action?<br />Repeat visitors? <br />Generate buzz?<br />What is your Goal?<br />
  5. 5. What is your Goal?<br />“..where residents can post problems, debate solutions, decide on a course of action.”<br />“…encourage users to contribute content and share links to information. <br />“…make their voices heard on issues of water quality.”<br />“To help strengthen community dialogue.”<br />“…creating an in-depth public interest online news service with discussion forums.”<br />“…discussions about the state’s government and public policy.”<br />
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  7. 7. Healthcare Communities and Forums<br />
  8. 8. If you build it will they come? <br />
  9. 9. People will participate in my community because…<br />
  10. 10. Our brand is huge <br />People love our products<br />I’m a big-time popular highly paid executive <br /> We paid a fortune to have it built <br />It has great features <br />We’ve added Facebook Connect <br />We’re better than everyone else <br />None of these will sustain a community. <br />Wrong answers<br />
  11. 11. Every community is different <br />
  12. 12. The Road to Engagement<br />
  13. 13. Ask Questions<br />“What are your top concerns about…?”<br />“What should we do about…?”<br />“What will happen when/if…? <br />Provide useful information and content<br />Live chats, Expert interviews, access to documents<br />Make it Personal<br />Complain<br />Conversations & Dialogue <br />
  14. 14.
  15. 15. What is your Goal?<br />“..where residents can post problems, debate solutions, decide on a course of action.”<br />“…encourage users to contribute content and share links to information. <br />“…make their voices heard on issues of water quality.”<br />“To help strengthen community dialogue.”<br />“…creating an in-depth public interest online news service with discussion forums.”<br />“…discussions about the state’s government and public policy.”<br />
  16. 16. Stroke a few egos <br />“Loved your recent post…”<br />“What great insight.”<br />“Your topics are always relevant and timely.” <br />Showcase and Acknowledge good work<br />Share across other social channels <br />Ask for Help <br />User-Generated Content<br />
  17. 17. Make members feel “special”<br />
  18. 18. Make connections <br />Accept and respond to criticism<br />Use your influence <br />Seek expert advice and opinions <br />Make small talk <br />Get to know the community<br />
  19. 19. Common Community Killers<br />Rudeness <br />Arguing with visitors <br />Stealing ideas, refusing to credit others<br />Ignoring comments<br />Being pushy and pompous<br />Unresponsiveness<br />Stale content <br />
  20. 20. Nurturing<br />Managing the Conversation <br />
  21. 21.
  22. 22. Success Stories <br />
  23. 23. Who owns this community? Whose job is it to make this a living, breathing, interesting and active community?<br />Ask yourself….<br />
  24. 24. Takeaways<br />Give people what they want<br />Be present <br />Talk to people WHERE they are <br />Become a user advocate<br />
  25. 25. Angela Connor <br />Twitter: @communitygirl<br />Blog: Online Community Strategist <br />http://blog.angelaconnor.com<br />LinkedIn: Angela Connor <br />Google voice: 919-374-0627<br />Email: angeladconnor@gmail.com<br />Stay in Touch!<br />

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