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What makes a successful community manager - eMetrics Summit Washington, DC

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Slides from the session entitled "Assessing Online Community Management" (view the video here: http://online-behavior.com/emetrics/online-community-management) - The business value of social media is more than just listening. Contributing is more than just interjecting corporate comments and ideas. Engaging with any online community requires unique social skills. A community manager is the linchpin of a vibrant group. They are the instigator and catalyst of conversations. Like a gracious host, they are essential to encourage dialogue, initiate new discussion topics, make introductions and smooth over the jagged edges of social interaction. As organizations recognize the need to add this new role to their employee roster, the question follows, how does one assess their effectiveness? How do you measure the success of a community manager? Anna, from financial services powerhouse Citi and Jamie of technical powerhouse EMC will offer philosophy, strategy, tactics and a large dose of reality.

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What makes a successful community manager - eMetrics Summit Washington, DC

  1. 1. What makes a successful community manager? Tips from a community management pro Jamie Pappas Sr. Manager, Enterprise Social Media Strategy © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 1
  2. 2. For the Twitterati •  @AnnaOBrien •  #Citi •  @JamiePappas •  #EMC •  @eMetrics •  #emetrics Image courtesy of: http://www.inflectovita.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 2
  3. 3. About EMC •  Fortune 200 company •  44,000 employees globally •  $14B revenue in 2009 •  Tremendous transformation •  Formally embarked on our ‘Social Journey’ in 2007 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 3
  4. 4. Jamie Pappas EMC Corporation Jamie Pappas Sr. Manager, Enterprise Social Media Strategy Let’s Connect! jamie.pappas@emc.com www.jamiepappas.com These slides will be available on SlideShare at http://www.slideshare.net/jamiepappas © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 4
  5. 5. A successful community is a bit like a party •  Someone has to think of it •  Someone has to organize it •  Someone has to invite people to it •  Someone needs to nurture it •  Someone has to make sure it’s fun Image courtesy of: http://entertaining.dinnerwarecenter.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 5
  6. 6. A community manager is the party host •  Set the tone •  Invite participation •  Welcome the guests •  Connect guests •  Respond to requests •  Keep everyone happy •  Be present Image courtesy of: http://thediningguy.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 6
  7. 7. Thirsty people don’t talk •  Mixed drinks are fun •  Some prefer their drinks straight up •  Water is important, too •  Great drinks get recommended •  Keep the glasses full Image courtesy of: http://www.gadgetshop.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 7
  8. 8. Hungry people leave •  Some will want snacks •  Some will want more •  Condiments are nice, too •  Exotic foods can be scary •  Silverware is a must •  Let people fill their own plates Image courtesy of: http://betweenthelionsgraphicdesign.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 8
  9. 9. People are important •  Without people there is no party •  Invite more than you expect to come •  But be prepared for all of them to show up Image courtesy of: http://www.ourweekendparty.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 9
  10. 10. Planning the next party •  Actively solicit feedback •  Make adjustments as needed •  Know what works •  Know what doesn’t work •  Be responsive •  Be collaborative •  Be present Image courtesy of: http://www.zazzle.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 201010
  11. 11. And the moment you’ve all been waiting for Image courtesy of: http://www.zazzle.com © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010 11
  12. 12. How I measure community success: Qualitative (more apparent, but doesn’t always carry as much weight) –  User engagement – are people there? –  Community feedback/stories –  Do they miss it when it’s gone? –  Part of “everyday” business activities? Quantitative (harder to define, but often the first thing asked for) –  Activity levels –  Registered user & lurker statistics –  Employee satisfaction surveys –  Employee retention rates –  Time searching for information –  Reducing duplicate efforts/projects –  Could we work (as well) without it? –  Employee satisfaction stories Image courtesy of: http://www.flickr.com/photos/lumaxart © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 201012
  13. 13. THANK YOU © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 201013

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