Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Community leadership

2,242 views

Published on

Tips, tricks, and proven practices for leading successful communities of practice.

Published in: Business
  • Be the first to comment

Community leadership

  1. 1. Communities of Practice (CoPs) Community LeadershipPresented by:Lori Brown & Curtis Conley, Ed.D.October 2012 © 2012 Deloitte Global Services Limited
  2. 2. Agenda• Lori Brown: Who am I and what is my role? • Community Stories • Lessons Learned • Future Plans• Curtis Conley: Who am I and what is my role? • Community Success Factors • Improving Community Health • Community Tools • Peer Support2 © 2012 Deloitte Global Services Limited
  3. 3. Community Leadership
  4. 4. Who am I and what is my role?Lori Brown• Background - Novell - Communities• Joined Deloitte in October 2011• Global Consulting Knowledge Management - Communities Team - Dedicated Community Moderator o Getting started o HC: Strategic Change and Organization Transformation o S&O: Strategy o Technology: SharePoint4 © 2012 Deloitte Global Services Limited
  5. 5. Achieving an active community together Our commitment: Leader commitment: • Dedicated Community Moderator will • Identify the business priority and team with community sponsor(s) and globally aligned community leadership on building community • Identify a community sponsor that will related activities: work with the Dedicated Community • Increase membership through Moderator promotion and awareness • Introduce Dedicated Community campaigns Moderator to community sponsor • Stimulate the use of the discussion • Commit to the community board and social media tools • Encourage your leadership team to • Coordinate and host knowledge- support and reinforce the Dedicated sharing events Community Moderator • Connect practitioners to desired • Provide access to business related content and develop approaches to conversations e.g., e-mail highlight content on site distributions, meetings, events, • Coordinate community events projects • Actively use health indicators to achieve maximum success • Provide mentorship on collaboration, knowledge-sharing resources, and global network development • Track and report progress5
  6. 6. HC: SC&OT Community Story• Site launched October 2011• My involvement began March 2012• One moderator driving community• We officially launched community May 2012 with sponsor message• Created Yammer group and integrated within community site• Call for core team members through Yammer - Continue to onboard everyone with community tools and resources• What‟s next: - Newsletter - Knowledge sharing events - Content drive6 © 2012 Deloitte Global Services Limited
  7. 7. S&O: Strategy Community Story• Launched September 2009• My involvement began March 2012• US practice initially drove the site development and activities• SA lead identified a global community moderator• On-boarded the new moderator with information on overall community program, tools and processes• We merged the global team with US team• Built and launched global site - Piloted the dynamic data table - Content rating system• Next: - New community sponsor - Global Yam Jam promote - Build global core team - CoE for content drive7 © 2012 Deloitte Global Services Limited
  8. 8. Technology: SharePoint Community Story• Launched February 2010• My involvement March 2011• Core team existed, but ran out of energy• Revitalized existing core team• Identified Yammer group and integrated within community• Used Yammer to do a call for global core team members• August newsletter distributed• August knowledge-sharing event successful• Next steps: - White papers - Update newsletters - Update community site - Knowledge-sharing events8 © 2012 Deloitte Global Services Limited
  9. 9. Lessons learned: Pros and ConsPROS:• Consistent community advocate that requires no on-boarding• GCKM “inside” connection and familiarity• Building relationships and network to contribute towards community• Familiar with community metrics, tools and resources available to create a healthy community• Core team volunteers are enthusiastic, willing to learn and take risksCONS:• Hard to get core team and community members comfortable working outside of boundaries (hierarchical, organizational, geography), using community tools and comfortable collaborating globally• On-boarding process for core team impacts target dates• Getting connected and “in the know”9 © 2012 Deloitte Global Services Limited
  10. 10. Future plans• Continue to “beat the drum” and promote and grow each of the SA priority communities and community program• Continue to ensure all of these communities‟ objectives align with the global leaders‟ priorities and strategies• Continue building connections and working globally• Promote collaboration, content contribution and knowledge- sharing within each community• Migration of community sites to new platform• Take on new priorities: - SAP - Social Media10 © 2012 Deloitte Global Services Limited
  11. 11. Community Success
  12. 12. Who am I and what is my role? Northern Illinois University Curtis Conley, Ed.D. curtisconley.com Deloitte Consulting Ed.D.12 © 2012 Deloitte Global Services Limited
  13. 13. Community SuccessFactors
  14. 14. Community Success FactorsThe most successful, active communities all have the following traits in common:• Supported by committed leader(s) with passion, expertise, and time for the role• Constantly look for ways to promote community and increase membership• Promote knowledge sharing via an active threaded discussion board with regular posts and replies• Distribute regular newsletter or blog posts• Hold regular conference calls, webinars, or face-to-face meetings14 © 2012 Deloitte Global Services Limited
  15. 15. Community MeasurementThe monthly Community Health Report is designed to provide feedback tocommunities teams on the success factors most critical to achieving andsustaining an active community.• The report correlates to the critical factors previously discussed: • # of posts to your community‟s Yammer group • # of blog posts / newsletters distributed • # of community events (e.g., meetings, conference calls) • # of community members15 Footer © 2012 Deloitte Global Services Limited
  16. 16. Community health indicators Green • At least one post to your Yammer group per week • At least one newsletter or blog post per month • At least one conference call, webinar, or face-to-face meeting every other month • # of group members / # of CoP members is 75% or greater• Yellow • At least one post to your Yammer group per month • At least one newsletter or blog post per quarter • At least one conference call, webinar, or face-to-face meeting per quarter • # of group members / # of CoP members is 50-74% Red • No posts to your Yammer group in a month • No newsletter or blog post in a quarter • No conference call, webinar, or face-to-face meeting in a quarter • # of group members / # of CoP members is less than 50%16 © 2012 Deloitte Global Services Limited
  17. 17. Improving communityhealth
  18. 18. Yammer group Yammer provides a space where community members can interact virtually; sharing what they find interesting or asking questions about a problem they may have. • Tips for going green: o Seed your Yammer group with posts o Post at least once a week, set a calendar reminder to do so o Include a summary of a community event, a useful link, or a thought- provoking topic to stimulate discussion o Recruit other core team members or key members to also post o Encourage members to subscribe to your group via Email Alerts o Send existing members an email reminder to do so o Update your welcome message asking new members to do so o If a question is asked, answer within 48 hours o Pull discussions/questions from email exchanges into the Yammer group o Yammer group is displayed prominently on your community site18 © 2012 Deloitte Global Services Limited
  19. 19. Blog / Newsletter A blog or newsletter is your primary communication tool to members. It is the official “voice” of your community. • Tips for going green: o Post/send out updates on a regular/routine basis o Post at least once a month, more if possible; set a calendar reminder to do so o Share community updates (content, events), industry news, messages from leadership, solicit feedback, etc. o Recruit other core team members or key members to also post o Having leadership blog engages other community members o Send email to members, encourage them to set up Email Alerts o Blog/Newsletter is placed prominently on the community site, archive available19 © 2012 Deloitte Global Services Limited
  20. 20. Events Holding regular conference calls, webinars, or face-to-face meetings give your community members a chance to come together to put a voice/face to who they‟re collaborating with virtually. • Tips for going green: o Hold events on a regular/routine basis o Recruit other core team members or key members to also post o Invite external speakers or vendors to present during calls o Recruit thought leaders within Deloitte to host a Yam Jam o Possible topics to share include summary of industry events, conferences, lessons learned, project summaries, or roundtable discussions on a subject of interest o Create a space where members can view event agenda, materials and suggest future topics o Event space/calendar placed prominently on the community site, archive available20 © 2012 Deloitte Global Services Limited
  21. 21. Membership Having a critical mass of members join your community and Yammer group is crucial for the long-term health of your community. • Tips for going green: o Promote your community using the templates and examples available in the Community Manager Community o Cross promote your community with other communities/Yammer groups o Find newsletters or other calls/events where you can encourage others to join o Include a link to your community in your email signature o Request that members of your community share the URL with colleagues21 © 2012 Deloitte Global Services Limited
  22. 22. Community Tools
  23. 23. Using Community Collaboration ToolsWhen should you use each of the collaboration tools available to you in yourcommunity?• Yammer• Blog• Calendar• Wiki23 © 2012 Deloitte Global Services Limited
  24. 24. Using Community Collaboration ToolsYammer When to use When NOT to use • Share a link, e.g., here is a link to the latest Forrester • Specific action items and requests Wave report on social networking • Final deliverables, content and attachments • Ask a question, e.g., has anyone encountered this • Client material problem before, and if so, how was it solved? • Find a resource, e.g., looking for a specialist in retirement benefits to help win a bid in Calgary • Answer a post, e.g., in response to your question, here are links to three relevant quals in the quals database • Recognize a colleague, e.g., thanks to @JR Reagan for posting Innovation Questions of the Day • Inform about your activities, e.g., will be in the Philadelphia office today; does anyone wish to meet? • Suggest an idea, e.g., local office TV screens should display the global Yammer conversation stream24 © 2012 Deloitte Global Services Limited
  25. 25. Using Community Collaboration ToolsBlog When to use When NOT to use • Sharing tips and tricks, links, and other insights broadly • Final deliverables, content and attachments • Opinions • Client material • News and announcements • Discussions • Communiqués • Chronological archive (e.g., of newsletters sent out) • Updates on community content/resources25 © 2012 Deloitte Global Services Limited
  26. 26. Using Community Collaboration ToolsCommunity Calendar When to use When NOT to use • Share community events • General/common events (e.g., holidays) • Share community deadlines (e.g., content drives) • Internal team events • Share relevant, internal events • Events not open to the entire community to join • Share relevant, external events26 © 2012 Deloitte Global Services Limited
  27. 27. Using Community Collaboration ToolsWiki When to use When NOT to use • Shared document development • News • Shared agenda development • Final deliverables, content and attachments • Ongoing editing of shared text • Client material • Discussions • Blog or chronological archive27 © 2012 Deloitte Global Services Limited
  28. 28. Peer support
  29. 29. Collaborate with other community moderators• The KX Moderator Community and Community Moderator Group to get connected with other community moderators, GCKM Communities Team, and get access to all of the resources and latest announcements that can help make you successful.Moderator action items: • Join and visit the Moderator Community • Join and visit the Community Moderator Yammer Group • Set up alerts for the Moderator Blog • Open and save the Moderator Community Calls invite to your calendar29 © 2012 Deloitte Global Services Limited
  30. 30. Moderator Community• Community for KX Community Moderators • Provides information, resources and support for KX Community Moderators seeking to develop, launch and maintain active and healthy communities30 © 2012 Deloitte Global Services Limited
  31. 31. Community Moderators Yammer Group• Primary communication tool of the Moderator Community • Ask questions to the GCKM Communities Team and fellow Moderators • Access news and announcements from the GCKM Communities Team31 © 2012 Deloitte Global Services Limited
  32. 32. Moderator community calls The Moderator Community Call takes place on the 2nd Friday of each month. This call typically shares updates from the GCKM that impact community core teams, presentations from community moderators, and an opportunity to interact and ask questions to others attending the call. We ask that each community have at least one moderator from their community present, and all if possible. • Meeting agenda & materials32 © 2012 Deloitte Global Services Limited
  33. 33. As used in this presentation, „Deloitte‟ means Deloitte Touche Tohmatsu and its member firms.Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate andindependent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its memberfirms.This publication is for internal distribution and use only among personnel of Deloitte Touche Tohmatsu, its member firms, and its and their affiliates.Deloitte Touche Tohmatsu, its member firms, and its and their affiliates shall not be responsible for any loss whatsoever sustained by any person whorelies on this publication. © 2012 Deloitte Global Services Limited

×