Community Management Communitech P2 P May25 2009

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Presentation from the inaugural Communitech Community Management and Communications Peer 2 Peer session, May 25th, 2009.

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  • Community Management Communitech P2 P May25 2009

    1. 1. Community Management & Communications Communitech P2P Sherry McMenemy & Melanie Baker
    2. 2. Hello <ul><li>Melanie Baker </li></ul><ul><li>Community Manager @ AideRSS </li></ul><ul><li>External community  </li></ul><ul><li>(product users/customers) </li></ul><ul><li>Sherry McMenemy </li></ul><ul><li>Mgr, IIBU Knowledge Management @ Agfa </li></ul><ul><li>Internal communities & knowledge management </li></ul>
    3. 3. Traditions - External <ul><li>  </li></ul>
    4. 4. Traditions don't work (anymore)... <ul><ul><li>Valuable information isn't shared </li></ul></ul><ul><ul><li>Learning opportunities missed </li></ul></ul><ul><ul><li>Companies make it hard to contact them </li></ul></ul><ul><ul><li>Customers don't feel like people </li></ul></ul><ul><ul><li>Happy customers help </li></ul></ul><ul><ul><li>solve a LOT of a </li></ul></ul><ul><ul><li>company's growth  </li></ul></ul><ul><ul><li>challenges </li></ul></ul>
    5. 5. Traditions - Internal     <ul><li>  </li></ul>
    6. 6. Why this hurts <ul><ul><li>information silos </li></ul></ul><ul><ul><li>missed knowledge opportunities </li></ul></ul><ul><ul><li>dead docs </li></ul></ul><ul><ul><li>underground network is way more valuable but you can't tap it </li></ul></ul>
    7. 7. Introduction of Community Management <ul><ul><li>CM/team interacts with many internal/external groups </li></ul></ul><ul><ul><li>Ties disparate groups and efforts together </li></ul></ul><ul><ul><li>Intent is to make user experience more personal, direct, transparent </li></ul></ul><ul><ul><li>Internal-facing, external-facing, or both </li></ul></ul><ul><ul><li>About building </li></ul></ul><ul><ul><li>relationships </li></ul></ul>
    8. 8. It's about relationships with customers <ul><ul><li>You don't have to make friends with everyone - respect </li></ul></ul><ul><ul><li>Need to balance understand/advocate for both &quot;sides&quot; </li></ul></ul><ul><ul><li>Lack of ability to contact the company is very costly </li></ul></ul><ul><ul><li>Unfortunately, people have developed low expectations </li></ul></ul>
    9. 9. And relationships within the organisation <ul><ul><li>Break down silos </li></ul></ul><ul><ul><li>Be competent </li></ul></ul><ul><ul><li>Make knowledge sharing </li></ul></ul><ul><ul><li>explicit </li></ul></ul><ul><ul><li>Remove pain points </li></ul></ul><ul><ul><li>Don't over-promise </li></ul></ul><ul><ul><li>Be the &quot;information&quot; person </li></ul></ul>
    10. 10. What is a community? <ul><li>A Community of Practice (CoP) is a group. An informal place where ideas are generated or work is done together </li></ul><ul><li>  </li></ul><ul><li>Externally, a community is a group of people with a common interest or stake in a product, site, hobby, etc., which is their primary reason to interact and collaborate. </li></ul><ul><li>  </li></ul><ul><li>Web 2.0 refers to a collection of new technologies that enable community development and collaboration: </li></ul><ul><ul><ul><li>Blogs </li></ul></ul></ul><ul><ul><ul><li>Forums </li></ul></ul></ul><ul><ul><ul><li>Wikis </li></ul></ul></ul><ul><ul><ul><li>Twitter/Messaging </li></ul></ul></ul><ul><ul><ul><li>Tagging </li></ul></ul></ul><ul><ul><ul><li>RSS (Readers, Lifestreaming) </li></ul></ul></ul><ul><ul><ul><li>Social Networking (Facebook, MySpace, LinkedIn…) </li></ul></ul></ul>
    11. 11. New tools, old habits?    <ul><ul><li>Technology is key </li></ul></ul><ul><ul><li>Simple/free is okay... </li></ul></ul><ul><ul><li>If it's understood and </li></ul></ul><ul><ul><li>agreed-upon how it will  </li></ul></ul><ul><ul><li>be used/by whom </li></ul></ul><ul><ul><li>Enterprise-level is okay, </li></ul></ul><ul><ul><li>too... </li></ul></ul><ul><ul><li>Need to work within  </li></ul></ul><ul><ul><li>culture, systems,  </li></ul></ul><ul><ul><li>policies </li></ul></ul>
    12. 12. What are the tools for? <ul><li>ihatedell.net </li></ul><ul><li>futureshopsucks.com </li></ul><ul><li>paypalsucks.com </li></ul><ul><li>microsoftsucks.org </li></ul><ul><li>mac-sucks.com </li></ul><ul><li>fordreallysucks.com </li></ul><ul><li>ihaterogers.ca </li></ul><ul><li>ihatebell.ca </li></ul><ul><li>comcastsucks.org </li></ul><ul><li>walmartsucksorg.blogspot.com </li></ul><ul><li>deltareallysucks.com  </li></ul><ul><li>deltaisevil.blogspot.com </li></ul><ul><li>southwestsucks.com </li></ul><ul><li>mcsucks.com </li></ul><ul><li>geicoblows.com </li></ul><ul><li>googlesux.com </li></ul><ul><li>googlesearchsucks.com </li></ul><ul><li>bushandcheneysuck.com </li></ul><ul><li>barackobamasucks.net </li></ul><ul><li>stephenharpersucks.blogspot.com </li></ul>
    13. 13. But what do I SAY? <ul><ul><li>Someone's probably already  </li></ul></ul><ul><ul><li>saying bad things about you </li></ul></ul><ul><ul><li>Ignoring people won't make  </li></ul></ul><ul><ul><li>them go away </li></ul></ul><ul><ul><li>Jargon-filled &quot;messaging&quot; isn't  </li></ul></ul><ul><ul><li>communicating </li></ul></ul><ul><ul><li>Acknowledging people is a  </li></ul></ul><ul><ul><li>great start </li></ul></ul><ul><ul><li>Making it easy for people to  </li></ul></ul><ul><ul><li>engage is a good indication  </li></ul></ul><ul><ul><li>the company WANTS to  </li></ul></ul><ul><ul><li>engage </li></ul></ul><ul><ul><li>You are not stupid </li></ul></ul>
    14. 14. What is a Community Manager? <ul><ul><li>Internal-facing (i.e. focusing on employees within their own company), external-facing (focusing on customers, potential customers, or detractors) and sometimes both </li></ul></ul><ul><ul><li>Community management = building relationships with people, not keeping them happy enough to keep them quiet, or trying to sell to them from time to time </li></ul></ul><ul><ul><li>Don't have to become friends with people </li></ul></ul><ul><ul><li>Gives a human face to the company, lets people know there are real people, like themselves, making the company run, and gives people a direct point of contact within the company for questions, problems, or feedback </li></ul></ul>
    15. 15. A Community Manager is also...
    16. 16. What a Community Manager Does <ul><ul><li>PR </li></ul></ul><ul><ul><li>tech support </li></ul></ul><ul><ul><li>marketing </li></ul></ul><ul><ul><li>customer relations </li></ul></ul><ul><ul><li>business development </li></ul></ul><ul><ul><li>business analysis </li></ul></ul><ul><ul><li>QA coordination/beta testing/usability testing/testing coordination (with users) </li></ul></ul><ul><ul><li>administration </li></ul></ul><ul><ul><li>communications </li></ul></ul><ul><ul><li>maintaining online/social web presences </li></ul></ul><ul><ul><li>tech writing </li></ul></ul><ul><ul><li>researching tools </li></ul></ul><ul><ul><li>evangelizing </li></ul></ul><ul><ul><li>training (tools, communications, collaboration) </li></ul></ul><ul><ul><li>events planning/coordination </li></ul></ul><ul><ul><li>presentations </li></ul></ul>
    17. 17. Administration <ul><ul><li>Who does the CM work with? </li></ul></ul><ul><ul><li>Who should the CM report to? </li></ul></ul><ul><ul><li>What's a reasonable salary range? </li></ul></ul>
    18. 18. The Community Management & Communications P2P <ul><ul><li>What do you want to get out of it? </li></ul></ul><ul><ul><li>Future topics: </li></ul></ul><ul><li>  </li></ul><ul><ul><ul><li>Starting a Community </li></ul></ul></ul><ul><ul><ul><li>Metrics </li></ul></ul></ul><ul><ul><ul><li>Seeding, Lurking and Grokking </li></ul></ul></ul><ul><ul><ul><li>Dealing with negative feedback, aggressive members, soul-stealers and detractors </li></ul></ul></ul><ul><ul><ul><li>Selling and managing &quot;up&quot; </li></ul></ul></ul><ul><ul><ul><li>Customer Support and Communities </li></ul></ul></ul><ul><ul><ul><li>Prioritising your attention (and your members) </li></ul></ul></ul><ul><ul><ul><li>Ideas from the group </li></ul></ul></ul>
    19. 19. Images used with thanks <ul><li>http://www.aboundlessworld.com/the-abcs-of-personal-growth/ </li></ul><ul><li>http://www.hsbandscwths.co.uk/schoolpictures/ </li></ul><ul><li>http://www.panoramio.com/photo/3993071 </li></ul><ul><li>http://adshunters.com/food-drinks/chupa-chups-its-the-end-of-the-world-without-it/ </li></ul><ul><li>http://juror.cjsonline.gov.uk/_includes/images/role_images/Judge_en.jpg </li></ul><ul><li>http://www.hobokenattorney.com/lawyer-attorney-1130800.html </li></ul><ul><li>http://www.flickr.com/photos/erikvanhannen/2143007559/ </li></ul><ul><li>http://www.barclayweb.com/DESTINAT/unitedki/ENGLAND/undergr.htm </li></ul><ul><li>http://www.allposters.com/-sp/Antique-Map-Cartographica-II-Posters_i1701926_.htm </li></ul><ul><li>http://1.bp.blogspot.com/_jF3ykQaoMak/SC2jl5BuJrI/AAAAAAAAAH8/U3UcWUgiIGU/S700/meter+maid.jpg </li></ul><ul><li>http://www.flickr.com/photos/musebrarian/1464159408/in/set-72157602209600110/ </li></ul><ul><li>http://www.granitegrok.com/pix/Man%20behind%20the%20curtain.jpg </li></ul><ul><li>http://www.buffaloideas.com/.a/6a00e54ee38ef5883301156eff3100970c-800wi </li></ul>
    20. 20. Images used with thanks <ul><ul><li>http://www.lore-and-saga.co.uk/assets/images/storytelling.jpg (storytelling) </li></ul></ul><ul><ul><li>http://en.wikibooks.org/wiki/Wikijunior:World_at_work/Teacher (classroom) </li></ul></ul><ul><ul><li>http://pixhost.ws/avaxhome/0e/4c/000a4c0e_medium.jpeg (flags) </li></ul></ul><ul><ul><li>http://www.asiaexplorers.com/indonesia/bali_travel_guide.htm (nose to the grindstone) </li></ul></ul><ul><ul><li>http://www.flickr.com/photos/oberazzi/387992959/ (spices) </li></ul></ul><ul><ul><li>http://blog.nj.com/hudsoncountynow_impact/2007/09/crash.jpg (downed phone pole) </li></ul></ul><ul><ul><li>http://wolafen.files.wordpress.com/2009/01/obama-inauguration.jpg (Obama inauguration) </li></ul></ul><ul><ul><li>http://www.keung.biz/dilbert.gif (Dogbert tech support - Copyright Scott Adams) </li></ul></ul><ul><ul><li>http://www.doh.state.fl.us/planning_eval/vital_statistics/baby_on_computer.jpg (baby using computer </li></ul></ul><ul><ul><li>http://www.softsmith.ca/Professional/Portfolio/images/IBM%20360%20Model%2050.jpg (old mainframe)http://library.creativecow.net/articles/wilson_tim/win-mac2/the-angry-mob.png (angry mob) </li></ul></ul><ul><ul><li>http://i.ehow.com/images/GlobalPhoto/Articles/2377439/tongue1-main_Full.jpg (spreading rumours) </li></ul></ul><ul><ul><li>http://isites.harvard.edu/fs/docs/icb.topic208455.files/tin_cans_and_string.jpg(cans and string phone) </li></ul></ul><ul><ul><li>http://www.thatgoldenegg.com/Photos/services%20pic.jpg (geese flying V formation) </li></ul></ul>

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