Knowledge Hub
Introduction to online communities - How to create
an active and vibrant online community of practice

https...
Get the most out of the webinar

Craig Jarrow author of Time Management Ninja says
“The average worker gets interrupted 15...
Before we start

© 2013 CapacityGRID Limited. Strictly confidential.

If you have a question please use the questions func...
© 2013 CapacityGRID Limited. Strictly confidential.

Michael Norton

Community Manager
Knowledge Hub

4
•
•
•
•
•
•

what is an online community?
the benefits?
different types of communities
managing expectations
key ingredien...
© 2013 CapacityGRID Limited. Strictly confidential.

What is an online community?

6
Community of Practice

“Communities of practice are groups of
people who share a concern or a passion for
something they d...
Virtual Communities

“Virtual communities are cultural
aggregations that emerge when enough
people bump into each other of...
Hippies

© 2013 CapacityGRID Limited. Strictly confidential.

@cdhenderson: The origins of
community management? Hippies, ...
Definition

But they all have similar
characteristics

© 2013 CapacityGRID Limited. Strictly confidential.

So what exactl...
• puts you in touch with like-minded colleagues and peers
• allows you to share your experiences and learn from
others
• a...
© 2013 CapacityGRID Limited. Strictly confidential.

What are the benefits?

12
Benefits
saving time

2.

keeping up to date with the most current thinking

3.

progressing innovations

4.

sharing good...
© 2013 CapacityGRID Limited. Strictly confidential.

Different types of communities

14
typically busiest during the working day (professionals tend to switch
off completely in the evenings)

Communities of act...
provide a forum for community members to help
each other with everyday work needs.

Knowledge stewarding
communities
organ...
© 2013 CapacityGRID Limited. Strictly confidential.

Managing expectations

17
The myth
Get members

Active group

Self sustaining

© 2013 CapacityGRID Limited. Strictly confidential.

Most organisatio...
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Get
members

?

Active
group

?

Self
sustaining

© 2013 CapacityGRID Limited. Str...
Don’t they run themselves?
The State of Community Management Report shows that community
managers dramatically increase en...
© 2013 CapacityGRID Limited. Strictly confidential.

Key ingredients

21
Ingredients
Purpose

Promotion

Facilitation

Activities

© 2013 CapacityGRID Limited. Strictly confidential.

Active
memb...
© 2013 CapacityGRID Limited. Strictly confidential.

Technology

23
Action plan

Events
• Hotseats, conferences, teleconference, launch events,
demonstrations and webinars.

Communications:
...
Your plan involves
From participant
to regular
.

From lurker
to participant

From stranger
to passer by

© 2013 CapacityG...
Trough of sorrow
Growth Hacking by Mattan Griffel

The promised
land!

Wiggle of false
hope
Trough of sorrow
Crash of
hope...
© 2013 CapacityGRID Limited. Strictly confidential.

Facilitator tactics

27
© 2013 CapacityGRID Limited. Strictly confidential.

Community Facilitation is a set
of tactics and best practices for
cre...
© 2013 CapacityGRID Limited. Strictly confidential.

Discussions
Events /
Activities
Content

29
• Members will increasingly disclosure
information about themselves and gradually
trust, and be trusted, by other members....
Simple bonding / status questions

What advice would you give to for someone who….?
Can anyone recommend…..?
What …… do yo...
Regular activities

Monthly

Weekly

(Several hours)

(2-3 hours each)

(1 hour each)

Launch event

Webinar

Themed discu...
© 2013 CapacityGRID Limited. Strictly confidential.

“people come for content but stay for the community”

33
Content

Guidance, Toolkits,
Research, Features,
news, and White papers

User Generated
Content (UGC)

content
generated b...
3 month plan
Month 2

• Creation of themed discussion topics
• Initiate a fun Friday / Welcome and
introduction discussion...
© 2013 CapacityGRID Limited. Strictly confidential.

Active and vibrant groups

36
10 minutes a day

Daily
Monday – Upload some interesting content you have collected from last
week to prompt a discussion....
© 2013 CapacityGRID Limited. Strictly confidential.

Questions

38
Top tips

Free E-Book

http://tinyurl.com/paocs2b

© 2013 CapacityGRID Limited. Strictly confidential.

10 top tips to cre...
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How to create an active and vibrant online community of practice apm webinar

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APM Knowledge SIG webinar presented by Michael Norton on 16th January 2014.

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How to create an active and vibrant online community of practice apm webinar

  1. 1. Knowledge Hub Introduction to online communities - How to create an active and vibrant online community of practice https://knowledgehub.local.gov.uk
  2. 2. Get the most out of the webinar Craig Jarrow author of Time Management Ninja says “The average worker gets interrupted 15+ times an hour. And we wonder why work doesn’t get done.” © 2013 CapacityGRID Limited. Strictly confidential. • Turn off email, phones instant messenger tools • Let colleagues know you are on a webinar – to avoid distractions 2
  3. 3. Before we start © 2013 CapacityGRID Limited. Strictly confidential. If you have a question please use the questions function and type them in on the right hand screen and we will answer as many as we can at the end of the webinar. If we are unable to answer them on the day we will take them away and answer them for you after the event. 3
  4. 4. © 2013 CapacityGRID Limited. Strictly confidential. Michael Norton Community Manager Knowledge Hub 4
  5. 5. • • • • • • what is an online community? the benefits? different types of communities managing expectations key ingredients facilitation tactics © 2013 CapacityGRID Limited. Strictly confidential. What we will cover today 5
  6. 6. © 2013 CapacityGRID Limited. Strictly confidential. What is an online community? 6
  7. 7. Community of Practice “Communities of practice are groups of people who share a concern or a passion for something they do and learn how to do it better as they interact regularly”. © 2013 CapacityGRID Limited. Strictly confidential. Etienne Wenger points out the term "community of practice" is of relatively recent coinage, even though the phenomenon it refers to is age-old. 7
  8. 8. Virtual Communities “Virtual communities are cultural aggregations that emerge when enough people bump into each other often enough in cyberspace. A virtual community is a group of people who may or may not meet one another face-to-face, and who exchange words and ideas through the mediation of computer bulletin boards and networks”. © 2013 CapacityGRID Limited. Strictly confidential. Howard Rheingold was part of one of the very first online communities known as The WELL, established in 1985. 8
  9. 9. Hippies © 2013 CapacityGRID Limited. Strictly confidential. @cdhenderson: The origins of community management? Hippies, it would seem. #peaceout #vircomm13 < not surprising when you think about it. 9
  10. 10. Definition But they all have similar characteristics © 2013 CapacityGRID Limited. Strictly confidential. So what exactly is an online community? Well frankly there is no single definition that has been widely accepted. 10
  11. 11. • puts you in touch with like-minded colleagues and peers • allows you to share your experiences and learn from others • allows you to collaborate and achieve common outcomes • accelerates your learning • validates and builds on existing knowledge and good practice • provides the opportunity to innovate and create new ideas © 2013 CapacityGRID Limited. Strictly confidential. Characteristics 11
  12. 12. © 2013 CapacityGRID Limited. Strictly confidential. What are the benefits? 12
  13. 13. Benefits saving time 2. keeping up to date with the most current thinking 3. progressing innovations 4. sharing good practice and avoiding duplication of work 5. connecting local and central government 6. reducing carbon footprint 7. rapid induction to new roles and staff development 8. building relationships and transcending organisational boundaries idea.gov.uk research project on communities of practice 2008-10 © 2013 CapacityGRID Limited. Strictly confidential. 1. 13
  14. 14. © 2013 CapacityGRID Limited. Strictly confidential. Different types of communities 14
  15. 15. typically busiest during the working day (professionals tend to switch off completely in the evenings) Communities of action typically have activity throughout the day Communities of interest typically busiest in the evening and at weekends Communities of circumstance vary depending upon whether it’s those dealing with a health issues that restricts the participants ability to work. Communities of location usually busiest in the evening and weekend – especially the weekend. Feverbee.com © 2013 CapacityGRID Limited. Strictly confidential. Communities of practice 15
  16. 16. provide a forum for community members to help each other with everyday work needs. Knowledge stewarding communities organise, manage and steward a body of knowledge from which community members can draw upon. Best practice communities develop and disseminate best practice, guidelines, and procedures for their members’ use. Innovation communities create breakthrough ideas, new knowledge and new practices. © 2013 CapacityGRID Limited. Strictly confidential. Helping communities 16
  17. 17. © 2013 CapacityGRID Limited. Strictly confidential. Managing expectations 17
  18. 18. The myth Get members Active group Self sustaining © 2013 CapacityGRID Limited. Strictly confidential. Most organisations expect three things when starting communities 18
  19. 19. Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Get members ? Active group ? Self sustaining © 2013 CapacityGRID Limited. Strictly confidential. The planning 19
  20. 20. Don’t they run themselves? The State of Community Management Report shows that community managers dramatically increase engagement levels. Legend 10-20-70 Socious 2011 Lurker 15-30-55 SOCM Average 2013 Contributor Creator © 2013 CapacityGRID Limited. Strictly confidential. 1-9-90 Wikipedia 2006 20
  21. 21. © 2013 CapacityGRID Limited. Strictly confidential. Key ingredients 21
  22. 22. Ingredients Purpose Promotion Facilitation Activities © 2013 CapacityGRID Limited. Strictly confidential. Active membership 22
  23. 23. © 2013 CapacityGRID Limited. Strictly confidential. Technology 23
  24. 24. Action plan Events • Hotseats, conferences, teleconference, launch events, demonstrations and webinars. Communications: Day to day activities: • Accepting and rejecting members, training and support, FAQs, moderation, weeding and surveys © 2013 CapacityGRID Limited. Strictly confidential. • Newsletters, blog postings, uploading of fresh content (seeding), continual promotion of the group, on-going communications, invitations, forums and marketing. 24
  25. 25. Your plan involves From participant to regular . From lurker to participant From stranger to passer by © 2013 CapacityGRID Limited. Strictly confidential. From passer by to lurker 25
  26. 26. Trough of sorrow Growth Hacking by Mattan Griffel The promised land! Wiggle of false hope Trough of sorrow Crash of hopelessness © 2013 CapacityGRID Limited. Strictly confidential. Launch of enthusiasm Novelty wearing off 26
  27. 27. © 2013 CapacityGRID Limited. Strictly confidential. Facilitator tactics 27
  28. 28. © 2013 CapacityGRID Limited. Strictly confidential. Community Facilitation is a set of tactics and best practices for creating an active group 28
  29. 29. © 2013 CapacityGRID Limited. Strictly confidential. Discussions Events / Activities Content 29
  30. 30. • Members will increasingly disclosure information about themselves and gradually trust, and be trusted, by other members. Status-jockeying • people interact to defend or increase their status. Conveying Information • People interact to exchange information with one another Richard Millington www.feverbee.com © 2013 CapacityGRID Limited. Strictly confidential. Discussions Bonding 30
  31. 31. Simple bonding / status questions What advice would you give to for someone who….? Can anyone recommend…..? What …… do you use? Does anyone know how to ………….. ? Has anyone tried…………….. ? Is it ever ok to ……. ? What should every newcomer know about ….? If you want an answer, ask a question and use a mix of open and closed questions. © 2013 CapacityGRID Limited. Strictly confidential. • • • • • • • 31
  32. 32. Regular activities Monthly Weekly (Several hours) (2-3 hours each) (1 hour each) Launch event Webinar Themed discussion White paper Newsletter Announcement Conference Presentation Group message Product launch Hotseat Competition Interview Member achievements Challenges Workshop Member orientation Group purpose Based on the work of Richard Millington www.feverbee.com © 2013 CapacityGRID Limited. Strictly confidential. Annual 32
  33. 33. © 2013 CapacityGRID Limited. Strictly confidential. “people come for content but stay for the community” 33
  34. 34. Content Guidance, Toolkits, Research, Features, news, and White papers User Generated Content (UGC) content generated by community members Templates, Stories, Presentations, case studies, How to and Reviews Community Narrative Content (CNC) content that tells the story of the community and its members Newsletters, Interviews, Member achievements, Community statements, Top 10’s and Stats and Facts Institutional Content (IC) © 2013 CapacityGRID Limited. Strictly confidential. created by institutions, organisations or SMEs 34
  35. 35. 3 month plan Month 2 • Creation of themed discussion topics • Initiate a fun Friday / Welcome and introduction discussion • Creation of themed discussion topics • Initiate a fun Friday / Welcome and introduction discussion • Creation of hotseat / webinar or training. • Creation of themed discussion topics • Initiate a fun Friday / Welcome and introduction discussion • Creation of hotseat / webinar or training. • Interview with a member • Add weekly announcement signposting members to discussions and content • Prompt key members to participate in discussions. Events and activities Month 1 • Add weekly announcement signposting members to discussions and content • Prompt key members to participate in discussions. • Add newsletter featuring most popular discussions of the month • Add weekly announcement signposting members to discussions and content • Prompt key members to participate in discussions. • Add newsletter featuring most popular discussions of the month • Share summary of key activates in group e.g. Hotseat, Interview etc. • Directly invite a small number of people • Accept or decline members and welcome / introduce them to the community • Populate group with interesting documents, discussions and upcoming events. • Directly invite a small number of people • Accept or decline members and welcome / introduce them to the community • Populate group with interesting documents, discussions and upcoming events. • Engage in a personal interaction with a new member • Accept or decline members and welcome / introduce them to the community • Populate group with interesting documents, discussions and upcoming events. • Engage in a personal interaction with a new member • Reach out to key members about being more involved in running the community Communications Day-to-day activities Month 3 © 2013 CapacityGRID Limited. Strictly confidential. Activity type 35
  36. 36. © 2013 CapacityGRID Limited. Strictly confidential. Active and vibrant groups 36
  37. 37. 10 minutes a day Daily Monday – Upload some interesting content you have collected from last week to prompt a discussion. Tuesday – Respond to membership requests and craft individual responses based on the members’ reasons to join. Thursday – Respond to discussions and encourage other members to respond. Friday – Check your collected content to see what interesting blogs, reports and discussions could be added to your group next week. © 2013 CapacityGRID Limited. Strictly confidential. Wednesday – Update your announcement to highlight content and events. (You can recycle content.) 37
  38. 38. © 2013 CapacityGRID Limited. Strictly confidential. Questions 38
  39. 39. Top tips Free E-Book http://tinyurl.com/paocs2b © 2013 CapacityGRID Limited. Strictly confidential. 10 top tips to create an active and vibrant online group 39

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