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Dove c’è community
c’è casa
Alessio Fattorini
Because is warm,
welcoming, friendly
and supportive
“Great leaders develop
environments of safety,
trust and cooperation,
where they put others first
- Simon Sinek
Vision
What is the future your
community exists to create?
Mission
How is your community
creating that change?
Values
The principles that shape the
community culture
Hello!
Alessio Fattorini
community.nethserver.org
NethServer Community
★ Vision: making NethServer strongly
community-driven
★ Mission: building NethServer with the
most vi...
NethServer Community
★ Values: put people first, learn by doing,
be always inclusive, don’t be afraid to
ask stupid questi...
Keep your
values always in
check
No fuzzy words
Be Welcoming
Be Welcoming
★ First experience is critical
★ Feel acknowledged
★ Know what to do first
★ First post prompt response
Be inclusive
Be inclusive
★ Create a space of emotional safety
★ Be humble - no patronize
★ Your opinions counts
★ Don’t take yourself ...
Be supportive
Be supportive
★ They join community to get help not to
give it
★ Social Debt Culture between members
★ Offer opportunities...
An answer for everyone
★ Don’t let everyone is talking but no one
is listening and responding
★ Train your community to an...
Have the right people
Have the right people
★ The will help you to define the culture
★ They will set the bar high
★ They have to share the same...
Do things that don’t scale
Do things that don’t scale
★ Doing small things that have a limited
but very powerful impact
★ Focus on a narrow group
★ 2...
Activity is not enough
Changing long-term
behaviour matters
(R. Millington)
Are my actions so effective?
Am I wasting my time?
Culture is not
enough we
need strategy
Identity
Identity
★ Member’s identity aligns with the
identity of the community
★ Social categorization
★ Create a strong community...
Trust
Trust
★ Trust in the community as a whole
★ Trust in specific members of the
community
★ Trust comes from reputation of th...
Participation
Participation
★ Trigger - what reminds the member to
come back to the community?
★ Action - how the member respons to
the ...
I lurkers
★ Take any level into consideration
★ Don’t assume lurkers have no value or
they gain no value from your
communi...
Reward
Reward
★ The member gets value from his
participation
★ Critical: make him wants to participate
again
★ Extrinsic reward V...
Intrinsic Rewards
★ Increase their personal/pro profile
★ Helping others
★ Feel connected with something larger
than thems...
Make your community
a habit
Examples from NethServer
★ Potential-Trust: slightly trust the
product and the content
★ New-Reward: personally welcomed
★...
Content Plan
★ Everything is a content
★ Plan your content thoughtfull and with
structure
★ Create value for your member
★...
If you think every new member
joins with the aim of actively
participating and adding value
YOU’RE WRONG
They join purely ...
Turning this individualism into
something that will end up
benefitting the entire community
That’s the community manager’s...
Thanks!
Any questions?
You can find me at @ale_fattorini
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
Where there's community, there's home
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Where there's community, there's home

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Strategy to keep your community thriving and a culture that makes your members at home.

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Where there's community, there's home

  1. 1. Dove c’è community c’è casa Alessio Fattorini
  2. 2. Because is warm, welcoming, friendly and supportive
  3. 3. “Great leaders develop environments of safety, trust and cooperation, where they put others first - Simon Sinek
  4. 4. Vision What is the future your community exists to create?
  5. 5. Mission How is your community creating that change?
  6. 6. Values The principles that shape the community culture
  7. 7. Hello! Alessio Fattorini community.nethserver.org
  8. 8. NethServer Community ★ Vision: making NethServer strongly community-driven ★ Mission: building NethServer with the most vibrant, supportive and friendly community in the open source space (and not just..)
  9. 9. NethServer Community ★ Values: put people first, learn by doing, be always inclusive, don’t be afraid to ask stupid questions, your participation counts, community belongs to all of us
  10. 10. Keep your values always in check No fuzzy words
  11. 11. Be Welcoming
  12. 12. Be Welcoming ★ First experience is critical ★ Feel acknowledged ★ Know what to do first ★ First post prompt response
  13. 13. Be inclusive
  14. 14. Be inclusive ★ Create a space of emotional safety ★ Be humble - no patronize ★ Your opinions counts ★ Don’t take yourself too serious
  15. 15. Be supportive
  16. 16. Be supportive ★ They join community to get help not to give it ★ Social Debt Culture between members ★ Offer opportunities to members to give help in return ★ Call upon specific people to help other specific people (Tagging skills)
  17. 17. An answer for everyone ★ Don’t let everyone is talking but no one is listening and responding ★ Train your community to answer Outcomes Inclined to participate Leading by example
  18. 18. Have the right people
  19. 19. Have the right people ★ The will help you to define the culture ★ They will set the bar high ★ They have to share the same vision, mission, values, and voice ★ Find members who have great social skills (D. Atkin)
  20. 20. Do things that don’t scale
  21. 21. Do things that don’t scale ★ Doing small things that have a limited but very powerful impact ★ Focus on a narrow group ★ 20% - 80% rule ★ Offer super personalized help
  22. 22. Activity is not enough Changing long-term behaviour matters (R. Millington)
  23. 23. Are my actions so effective? Am I wasting my time?
  24. 24. Culture is not enough we need strategy
  25. 25. Identity
  26. 26. Identity ★ Member’s identity aligns with the identity of the community ★ Social categorization ★ Create a strong community identity that appeals new members
  27. 27. Trust
  28. 28. Trust ★ Trust in the community as a whole ★ Trust in specific members of the community ★ Trust comes from reputation of the community ★ Trust comes from relationships between members
  29. 29. Participation
  30. 30. Participation ★ Trigger - what reminds the member to come back to the community? ★ Action - how the member respons to the trigger? ★ Experience - what the member does after they take action?
  31. 31. I lurkers ★ Take any level into consideration ★ Don’t assume lurkers have no value or they gain no value from your community ★ Lukers are potential Active or Power members
  32. 32. Reward
  33. 33. Reward ★ The member gets value from his participation ★ Critical: make him wants to participate again ★ Extrinsic reward VS Intrinsic rewards ★ Community should provide both
  34. 34. Intrinsic Rewards ★ Increase their personal/pro profile ★ Helping others ★ Feel connected with something larger than themselves ★ Feel heard, seen, understood ★ Feel they have a sense of freedom, accomplishment and autonomy by Carrie Jones
  35. 35. Make your community a habit
  36. 36. Examples from NethServer ★ Potential-Trust: slightly trust the product and the content ★ New-Reward: personally welcomed ★ Active-Identity: identifies as NethServer Community member and joins a team ★ Power-Partecipation: answers support topics, write docs, beta testers
  37. 37. Content Plan ★ Everything is a content ★ Plan your content thoughtfull and with structure ★ Create value for your member ★ Ask your member what they want ★ Try different typs of content until one sticks
  38. 38. If you think every new member joins with the aim of actively participating and adding value YOU’RE WRONG They join purely for selfish reasons They want to solve a problem (M. Reed)
  39. 39. Turning this individualism into something that will end up benefitting the entire community That’s the community manager’s job
  40. 40. Thanks! Any questions? You can find me at @ale_fattorini

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