SlideShare a Scribd company logo
1 of 32
Download to read offline
Online Community Training




        Dawn Foster
  dawn@fastwonder.com
 Fast Wonder Consulting
http://FastWonderBlog.com

03/26/09            FastWonderBlog.com   1
Agenda
      Introduction and Guiding Principles
  ●


      Planning and Getting Started
  ●


      Content Roadmaps
  ●


      Online Community Management
  ●


      Summary
  ●




03/26/09                FastWonderBlog.com   2
Communities are Different
     Websites can be created and left alone
 ●


     Online communities require constant attention
 ●

     and management


     Websites with few visitors look the same as a
 ●

     website with many visitors
     Online communities with no participation fail
 ●

     publicly



03/26/09               FastWonderBlog.com            3
Why Have an Online Community
               People: gives people a place to engage with
           ●

               your organization
               Innovation: get ideas and feedback
           ●


               Collaboration: work jointly with people
           ●

               toward a common goal
               Evangelism: help you grow evangelists for
           ●

               your efforts
               Loyalty: engagement can drive a
           ●

               tremendous amount of loyalty toward your
               efforts


03/26/09                     FastWonderBlog.com          4
Guiding Principles: It's All About the People
               Focus on the individuals: Participate as a
           ●

               person, not a corporate entity
               Be Sincere: Sincerity = believability & credibility
           ●



               Not all about you: Community is about
           ●

               conversation, which is by definition two-way
               Be a Part of the Community: Don't try to control
           ●

               the community
               Everyone’s a Peer: You are not the expert;
           ●

               knowledge comes from everywhere




03/26/09                         FastWonderBlog.com                  5
Play Nice
                                 quot;I'm the Lorax who speaks for
                                  the trees which you seem to
                                   be chopping as fast as you
                                             please.

                                NOW...thanks to your hacking
                                my trees to the ground, there's
                                not enough Truffula Fruit to go
                                            'round.
Translation:
                                And my poor Bar-bar-loots are
   Play Nice: Be polite and
                                   all getting the crummies
   respectful in your
                                because they have gas, and no
   interactions with other         food in their tummies!quot;
   members
 03/26/09                FastWonderBlog.com                 6
What Makes a Community Work?
               Open, inclusive and transparent
           ●


               An organization who listens (to good and bad)
           ●


               Actively engaged in the community
           ●


               Encouraging new members
           ●


               Making it easy for people to participate
           ●


               Integration into other relevant areas of the
           ●

               site
               Responding to criticism rather than deleting
           ●

               constructively critical comments


03/26/09                     FastWonderBlog.com           7
Barriers to Community
               Community is lip service, not a serious
           ●

               endeavor
               Pushing messages takes precedence over
           ●

               2-way collaboration
               Community software / configuration /
           ●

               policies that get in the way of collaboration
               Neglected communities where no one in
           ●

               the organization monitors or responds
               Stale content and lack of participation
           ●




03/26/09                       FastWonderBlog.com              8
Planning and Getting Started
     Objectives
 ●


     Functionality
 ●


     Structure
 ●


     Seeding Content and Beta Period
 ●


     Example Communities
 ●




03/26/09             FastWonderBlog.com   9
Planning and Objectives
               What is your overall strategy and how does
           ●

               the community fit with it?
               What do you hope to accomplish and what
           ●

               are your goals for the community?
               What are your plans for achieving your
           ●

               goals and how will you measure it?
               Do you need to build new or can you join an
           ●

               existing community?
               Do you have the resources (people & $) to
           ●

               maintain it long-term?
                 Spend as much time as you need in this step
 If you can't answer these questions, a community might not be the best choice.

03/26/09                        FastWonderBlog.com                            10
The Right Functionality
     Not every project needs to be an online
 ●

     community
     Not every community needs the same
 ●

     functionality


     Match functionality to your requirements
 ●


           Do you need discussions or just a blog?
       –

           Do you need wiki documents?
       –

           Do you need something new?
       –



03/26/09                    FastWonderBlog.com       11
Appropriate Structure
     Start with as few topic categories as possible
 ●


     Discussions spread across many categories
 ●

     look sparse
     Discussions spread across a couple of
 ●

     categories make the community look more
     active
     Add new topic areas when you need them
 ●




03/26/09               FastWonderBlog.com             12
Seeding Content is Important
     You never want to launch a community without
 ●

     content.
     Few people want to be the first to participate in
 ●

     an empty community
     People will also use the existing content as a
 ●

     model for how they should participate.
     All community functions should have some
 ●

     content: blog posts, discussions, resources,
     wiki pages, etc.


03/26/09                FastWonderBlog.com               13
Seeding Content and Beta Period
     Timing: 1-2 weeks prior to announcement
 ●


     Seed the community with at least 5 pieces of
 ●

     content in each area (discussions, wiki, blog)
     Invite a dozen people from outside of the
 ●

     organization to join. Pick people with a passion
     for the topic who will participate
     Ask them to participate by responding
 ●

     (discussions, blog posts) and creating new
     content (new discussion topics, wiki pages)


03/26/09               FastWonderBlog.com               14
Promotion
               Use existing promotional vehicles to reach
           ●

               your audience (email, webinars, newsletters,
               customer lists, etc.)
               Encourage people from beta phase to help
           ●

               promote it to others
               Augment traditional community efforts with
           ●

               social media where appropriate (other blogs,
               audio, video, Twitter, Facebook, etc.)
               Incentivize people to join & participate
           ●




03/26/09                      FastWonderBlog.com          15
Example Communities – Good and Bad
     No community is perfect
 ●


     Flickr
 ●


     PC World
 ●


     Navy for Moms
 ●


     Clearstep
 ●




03/26/09              FastWonderBlog.com   16
No Community is Perfect
      Every community has strengths and weaknesses
  ●


      Things will go wrong
  ●

               People are human and will make mistakes
           –

               Your community software, like all software, will have bugs
           –

               Someone will get defensive or irate
           –

               Companies have PR nightmares (Intel Pentium floating point)
           –


      In great communities, the company responds
  ●

      effectively
               Addresses the issue and works to resolve it quickly
           –

               Keeps the focus on summarizing and fixing, instead of blaming and
           –
               justifying
               Maintains open communication channels
           –



03/26/09                               FastWonderBlog.com                          17
Flickr: Community Done Well
               Clear and simple guidelines (ex. Don’t be
           ●

               creepy. You know the guy. Don't be that guy.)
               Easy to use and intuitive to participate
           ●

               (comments, favorites, tags, notes)
               Transparency about people (profile, favorites,
           ●

               groups, etc.)
               Private, public
           ●


               Little things: Comments you've made
           ●




03/26/09                      FastWonderBlog.com           18
PC World Community
     http://forums.pcworld.com/index.jspa
 ●


     Good
 ●


           Plenty of activity
       –

           Good content
       –

           Focus on members
       –

           Questions answered quickly by other community
       –
           members
     Improvement
 ●


           Too many subcommunities; some with little activity
       –

           Sometimes slow to identify and remove spam
       –

03/26/09                        FastWonderBlog.com              19
Navy for Moms
     http://www.navyformoms.com/
 ●


     Good
 ●


           Active
       –

           Filling a need
       –

           Community answers each other's questions
       –

           Good use of all features (video, blogs, photos, etc.)
       –

           Good use of guidelines
       –

     Bad
 ●


           Too many communities: some with little activity
       –

           Cluttered interface / hard to find content (Ning)
       –

03/26/09                      FastWonderBlog.com               20
Clearstep
     http://www.jivesoftware.com/clearstep/
 ●


     Good
 ●


           Small number of subcommunities
       –

           Active community
       –

           Good information
       –

     Bad
 ●


           Too much company participation, not enough members
       –

           Difficult to navigate
       –

           Huge banner pushing content down the page
       –



03/26/09                      FastWonderBlog.com         21
Content Roadmap
     Process
 ●


     Overview
 ●


     Content Types
 ●


     Example Format
 ●




03/26/09              FastWonderBlog.com   22
Content Roadmap Process
     Rolling one month plan
 ●


     Community manager puts the roadmap together
 ●

     and works with people on assignments and due
     dates
     Everyone provides suggestions for content
 ●


     Community manager reviews it weekly, makes
 ●

     adjustments, and plans an additional week
     Content roadmap is not set in stone:
 ●


           If a great idea comes to you, just write it!
       –

           Adjustments and substitutions are OK.
       –

03/26/09                      FastWonderBlog.com          23
Content Roadmap Overview
     1-3 posts per week in each area:
 ●


           Blog posts
       –

           Discussion threads
       –

           Resources
       –

           Wiki pages
       –

           etc.
       –

     Written by a variety of people with expertise
 ●


     Covering a variety of topics – usually pick 3-4
 ●

     topic areas and make sure that you stay focused
     and cover all of those 3-4 key topics each week
03/26/09                    FastWonderBlog.com       24
Content Types
     Stimulate Discussion
 ●


           Blog posts and discussion topics should focus on
       –
           engaging people in discussion and debate or
           encouraging them to share information
     Thought Leadership is Important (Blogs)
 ●


           Thought leadership posts are interesting to others in
       –
           your industry and to people who are not members
           They should by interesting, thoughtful, analytical, and
       –
           forward looking.
     Inform
 ●


           Resources, web page updates, and wiki pages
       –

03/26/09                     FastWonderBlog.com                25
Example Format


                                        Apparel Inc
 Due Person     Category         Type    Topic
Jan 03  Joe      Helping         Blog    Eco Friendly Approaches to Manufacturing
Jan 04  Jim      Product      Discussion Help us improve our shoes
Jan 05 Beth      Helping         Blog    Partnership with non-profit
Jan 06 Sally   In the field      Blog    Customer showcase: Joe Climbs a Mountain
Jan 07 Jane      Helping      Discussion Share your stories about giving back to a good cause
Jan 08  Tim      Product      Document New product line brochure
Jan 09 Ben       Product         Blog    Environmentally friendly new product line
Jan 10  Jill   In the field   Document Case Study of Distribution Partner




03/26/09                             FastWonderBlog.com                                   26
Community Management
     Participant Motivation
 ●


     Responsibilities and Skills
 ●


     Dealing with Difficulties
 ●




03/26/09                FastWonderBlog.com   27
Why Do People Participate?
                                                             Status &
                       Social
                                            Fun             Recognition
       Passion
                                                      Financial
                       Work
                                       Career
    Develop                                                       Learning
                                    Advancement
     Skills



               Motivation is complex (multiple influences)
           ●


               If people aren't motivated, they won't participate
           ●


               Promotion must take motivation into account
           ●




03/26/09                         FastWonderBlog.com                          28
Community Managers

Responsibilities                        Skills
           Welcome Wagon                          Patience
      –                                      –

           Ongoing Facilitation                   Networking
      –                                      –

           Content Management                     Communication
      –                                      –

           Evangelism                             Facilitation
      –                                      –

           Community Evolution                    Technical Skills
      –                                      –

                                                  Marketing
                                             –

                                                  Self-Motivation
                                             –

                                                  Workaholic Tendencies
                                             –

                                                  Organization
                                             –
03/26/09                     FastWonderBlog.com                      29
Dealing with the Difficult
               Negative Comments: Do not delete negative
           ●

               feedback. Respond constructively
               Spammers: Put aggressive measures in
           ●

               place to deal with spam
               Trolls: Don't feed the trolls. They want
           ●

               attention. Resist the urge to give it to them
               Highly Critical: Put them to work if possible
           ●


               Bad Behavior: Clear guidelines allow you to
           ●

               delete content that is sexist, racist, hateful,
               etc.

03/26/09                      FastWonderBlog.com            30
Make it Fun
                              Why do you sit there like that?
                                    I know it is wet.
                               And the sun is not sunny.
                              But we can have lots of good
                                   fun that is funny!

                               I know some good games we
                                          could play.
                                  I know some new tricks.
                                  I will show them to you.
                                Your mother will not mind at
Translation:
                                          all if I do.
   Have fun! Lighten it up
   occasionally!
 03/26/09                FastWonderBlog.com               31
Q&A
           Additional Resources:
               http://fastwonderblog.com/starting-point/
           ●


               http://www.web-strategist.com/blog
           ●


               http://www.onlinecommunityreport.com/
           ●


               http://www.communityguy.com
           ●


               http://bestengagingcommunities.com/
           ●




           About Dawn:
               Online Community Consultant
           ●


               More Info: http://fastwonderblog.com/consulting
           ●


               Dawn@FastWonder.com
           ●


               @geekygirldawn on Twitter
           ●



03/26/09                        FastWonderBlog.com               32

More Related Content

What's hot

Online Community Manager, Yes it's really a job 2010
Online Community Manager, Yes it's really a job 2010Online Community Manager, Yes it's really a job 2010
Online Community Manager, Yes it's really a job 2010
Dawn Foster
 
The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!
The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!
The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!
Michael Sauers
 
Designing for Web 2.0 (BarCamp Delhi)
Designing for Web 2.0 (BarCamp Delhi)Designing for Web 2.0 (BarCamp Delhi)
Designing for Web 2.0 (BarCamp Delhi)
Rashmi Sinha
 
Ict Tcc Discussion Notes
Ict Tcc   Discussion NotesIct Tcc   Discussion Notes
Ict Tcc Discussion Notes
benwild
 

What's hot (20)

Companies and Communities: Participating without being sleazy
Companies and Communities: Participating without being sleazyCompanies and Communities: Participating without being sleazy
Companies and Communities: Participating without being sleazy
 
Digital Habitats Activity Orientation Spidergram Activity Cg
Digital Habitats Activity Orientation Spidergram Activity CgDigital Habitats Activity Orientation Spidergram Activity Cg
Digital Habitats Activity Orientation Spidergram Activity Cg
 
Why me? Why Online? Social Media and Public Health
Why me? Why Online? Social Media and Public HealthWhy me? Why Online? Social Media and Public Health
Why me? Why Online? Social Media and Public Health
 
Thinking about “Slow Community” (particularly in the online context…)
Thinking about “Slow Community”(particularly in the online context…)Thinking about “Slow Community”(particularly in the online context…)
Thinking about “Slow Community” (particularly in the online context…)
 
Communities, Networks and Engagement: Finding a Place for Action
Communities, Networks and Engagement: Finding a Place for ActionCommunities, Networks and Engagement: Finding a Place for Action
Communities, Networks and Engagement: Finding a Place for Action
 
Strategic Communities of Practice
Strategic Communities of PracticeStrategic Communities of Practice
Strategic Communities of Practice
 
Vlc Techforum
Vlc TechforumVlc Techforum
Vlc Techforum
 
Stewarding Technology for Communities On Learn08
Stewarding Technology for Communities On Learn08Stewarding Technology for Communities On Learn08
Stewarding Technology for Communities On Learn08
 
Online Community Manager, Yes it's really a job 2010
Online Community Manager, Yes it's really a job 2010Online Community Manager, Yes it's really a job 2010
Online Community Manager, Yes it's really a job 2010
 
Etug
EtugEtug
Etug
 
From Inbox to iPod: Meshing Today's Social Media Elements into the Marketing ...
From Inbox to iPod: Meshing Today's Social Media Elements into the Marketing ...From Inbox to iPod: Meshing Today's Social Media Elements into the Marketing ...
From Inbox to iPod: Meshing Today's Social Media Elements into the Marketing ...
 
web 2.0
web 2.0web 2.0
web 2.0
 
The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!
The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!
The Social Web: Wikis, RSS, Blogs, Flickr, and MORE!
 
Quality Everywhere in ELearning or Why Velcro Matters
Quality Everywhere in ELearning or Why Velcro MattersQuality Everywhere in ELearning or Why Velcro Matters
Quality Everywhere in ELearning or Why Velcro Matters
 
LearnTrends 2008 Digital Habitats
LearnTrends 2008 Digital HabitatsLearnTrends 2008 Digital Habitats
LearnTrends 2008 Digital Habitats
 
Designing for Web 2.0 (BarCamp Delhi)
Designing for Web 2.0 (BarCamp Delhi)Designing for Web 2.0 (BarCamp Delhi)
Designing for Web 2.0 (BarCamp Delhi)
 
How to Start, Grow, and Manage a Learning Community of Practice
How to Start, Grow, and Manage a Learning Community of PracticeHow to Start, Grow, and Manage a Learning Community of Practice
How to Start, Grow, and Manage a Learning Community of Practice
 
Ict Tcc Discussion Notes
Ict Tcc   Discussion NotesIct Tcc   Discussion Notes
Ict Tcc Discussion Notes
 
Everything You Need To Know About Social Media
Everything You Need To Know About Social MediaEverything You Need To Know About Social Media
Everything You Need To Know About Social Media
 
Pl Ppresncaetc2
Pl Ppresncaetc2Pl Ppresncaetc2
Pl Ppresncaetc2
 

Similar to Online Community Training

How not-to-do-open-source-okfestival2012
How not-to-do-open-source-okfestival2012How not-to-do-open-source-okfestival2012
How not-to-do-open-source-okfestival2012
kyyberi
 
LavaCon_PPpresentationcurrent1
LavaCon_PPpresentationcurrent1LavaCon_PPpresentationcurrent1
LavaCon_PPpresentationcurrent1
Quickoffice Test
 
Social design wordcamp
Social design wordcampSocial design wordcamp
Social design wordcamp
Rashmi Sinha
 
Social Design SlideShare Fowa07
Social Design SlideShare Fowa07Social Design SlideShare Fowa07
Social Design SlideShare Fowa07
Rashmi Sinha
 

Similar to Online Community Training (20)

Companies And Communities: Participating without being sleazy
Companies And Communities: Participating without being sleazyCompanies And Communities: Participating without being sleazy
Companies And Communities: Participating without being sleazy
 
Social Media Training
Social Media TrainingSocial Media Training
Social Media Training
 
Presentation to Rockland County Capacity Building Initiative - Cornell Cooper...
Presentation to Rockland County Capacity Building Initiative - Cornell Cooper...Presentation to Rockland County Capacity Building Initiative - Cornell Cooper...
Presentation to Rockland County Capacity Building Initiative - Cornell Cooper...
 
Building A Collaborative Infrastructure
Building A Collaborative InfrastructureBuilding A Collaborative Infrastructure
Building A Collaborative Infrastructure
 
How not-to-do-open-source-okfestival2012
How not-to-do-open-source-okfestival2012How not-to-do-open-source-okfestival2012
How not-to-do-open-source-okfestival2012
 
OECD CP
OECD CPOECD CP
OECD CP
 
Horner Atlas Soc Med 022312
Horner Atlas Soc Med 022312Horner Atlas Soc Med 022312
Horner Atlas Soc Med 022312
 
Collaborative Systems
Collaborative SystemsCollaborative Systems
Collaborative Systems
 
LavaCon_PPpresentationcurrent1
LavaCon_PPpresentationcurrent1LavaCon_PPpresentationcurrent1
LavaCon_PPpresentationcurrent1
 
Online community
Online community Online community
Online community
 
BGIMGT566sx 2010 Elluminate A
BGIMGT566sx 2010 Elluminate ABGIMGT566sx 2010 Elluminate A
BGIMGT566sx 2010 Elluminate A
 
Perils of Popularity
Perils of PopularityPerils of Popularity
Perils of Popularity
 
Social design wordcamp
Social design wordcampSocial design wordcamp
Social design wordcamp
 
Looking at the wetware
Looking at the wetwareLooking at the wetware
Looking at the wetware
 
Cascade Network Event - Cultivating Your Online Community
Cascade Network Event - Cultivating Your Online CommunityCascade Network Event - Cultivating Your Online Community
Cascade Network Event - Cultivating Your Online Community
 
Colaboration with Alfresco Share
Colaboration with Alfresco ShareColaboration with Alfresco Share
Colaboration with Alfresco Share
 
Work 2.0 Tech Best Practices Aenc
Work 2.0   Tech Best Practices   AencWork 2.0   Tech Best Practices   Aenc
Work 2.0 Tech Best Practices Aenc
 
Online Community Practices
Online Community PracticesOnline Community Practices
Online Community Practices
 
Scale9x fri
Scale9x friScale9x fri
Scale9x fri
 
Social Design SlideShare Fowa07
Social Design SlideShare Fowa07Social Design SlideShare Fowa07
Social Design SlideShare Fowa07
 

More from Dawn Foster

Measuring Project Health at VMware
Measuring Project Health at VMwareMeasuring Project Health at VMware
Measuring Project Health at VMware
Dawn Foster
 
Building Community for your Company’s OSS Projects
Building Community for your Company’s OSS ProjectsBuilding Community for your Company’s OSS Projects
Building Community for your Company’s OSS Projects
Dawn Foster
 
Building Community for your Company’s OSS Project
Building Community for your Company’s OSS ProjectBuilding Community for your Company’s OSS Project
Building Community for your Company’s OSS Project
Dawn Foster
 

More from Dawn Foster (20)

CHAOSS Metrics Overview and Examples
CHAOSS Metrics Overview and ExamplesCHAOSS Metrics Overview and Examples
CHAOSS Metrics Overview and Examples
 
Be a Good Corporate Citizen in Kubernetes
Be a Good Corporate Citizen in KubernetesBe a Good Corporate Citizen in Kubernetes
Be a Good Corporate Citizen in Kubernetes
 
Overcoming Imposter Syndrome to Become a Conference Speaker!
Overcoming Imposter Syndrome to Become a Conference Speaker!Overcoming Imposter Syndrome to Become a Conference Speaker!
Overcoming Imposter Syndrome to Become a Conference Speaker!
 
How to Be a Good Corporate Citizen in Open Source
How to Be a Good Corporate Citizen in Open SourceHow to Be a Good Corporate Citizen in Open Source
How to Be a Good Corporate Citizen in Open Source
 
Open Source Collaboration and Companies: Finding the Right Balance
Open Source Collaboration and Companies: Finding the Right BalanceOpen Source Collaboration and Companies: Finding the Right Balance
Open Source Collaboration and Companies: Finding the Right Balance
 
Navigating Open Source Risk
Navigating Open Source RiskNavigating Open Source Risk
Navigating Open Source Risk
 
Measuring Project Health at VMware
Measuring Project Health at VMwareMeasuring Project Health at VMware
Measuring Project Health at VMware
 
Navigating Open Source Risk
Navigating Open Source RiskNavigating Open Source Risk
Navigating Open Source Risk
 
Collaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company AffiliationCollaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company Affiliation
 
Collaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company AffiliationCollaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company Affiliation
 
Collaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company AffiliationCollaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company Affiliation
 
Collaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company AffiliationCollaborative Leadership: Governance Beyond Company Affiliation
Collaborative Leadership: Governance Beyond Company Affiliation
 
Is this Open Source Project Healthy or Lifeless?
Is this Open Source Project Healthy or Lifeless?Is this Open Source Project Healthy or Lifeless?
Is this Open Source Project Healthy or Lifeless?
 
Collaboration in Linux Kernel Mailing Lists
Collaboration in Linux Kernel Mailing Lists Collaboration in Linux Kernel Mailing Lists
Collaboration in Linux Kernel Mailing Lists
 
Be a Good Corporate Citizen in Kubernetes
Be a Good Corporate Citizen in KubernetesBe a Good Corporate Citizen in Kubernetes
Be a Good Corporate Citizen in Kubernetes
 
Being a Good Corporate Citizen in Open Source
Being a Good Corporate Citizen in Open SourceBeing a Good Corporate Citizen in Open Source
Being a Good Corporate Citizen in Open Source
 
Building Community for your Company’s OSS Projects
Building Community for your Company’s OSS ProjectsBuilding Community for your Company’s OSS Projects
Building Community for your Company’s OSS Projects
 
Building Community for your Company’s OSS Project
Building Community for your Company’s OSS ProjectBuilding Community for your Company’s OSS Project
Building Community for your Company’s OSS Project
 
How to be a terrible hiring manager
How to be a terrible hiring managerHow to be a terrible hiring manager
How to be a terrible hiring manager
 
A week in the Life of Kubernetes
A week in the Life of KubernetesA week in the Life of Kubernetes
A week in the Life of Kubernetes
 

Recently uploaded

TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc
 
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxHarnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
FIDO Alliance
 

Recently uploaded (20)

TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
 
JavaScript Usage Statistics 2024 - The Ultimate Guide
JavaScript Usage Statistics 2024 - The Ultimate GuideJavaScript Usage Statistics 2024 - The Ultimate Guide
JavaScript Usage Statistics 2024 - The Ultimate Guide
 
Event-Driven Architecture Masterclass: Challenges in Stream Processing
Event-Driven Architecture Masterclass: Challenges in Stream ProcessingEvent-Driven Architecture Masterclass: Challenges in Stream Processing
Event-Driven Architecture Masterclass: Challenges in Stream Processing
 
Design Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptxDesign Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptx
 
Extensible Python: Robustness through Addition - PyCon 2024
Extensible Python: Robustness through Addition - PyCon 2024Extensible Python: Robustness through Addition - PyCon 2024
Extensible Python: Robustness through Addition - PyCon 2024
 
Design and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data ScienceDesign and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data Science
 
Vector Search @ sw2con for slideshare.pptx
Vector Search @ sw2con for slideshare.pptxVector Search @ sw2con for slideshare.pptx
Vector Search @ sw2con for slideshare.pptx
 
Top 10 CodeIgniter Development Companies
Top 10 CodeIgniter Development CompaniesTop 10 CodeIgniter Development Companies
Top 10 CodeIgniter Development Companies
 
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdfFrisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
Frisco Automating Purchase Orders with MuleSoft IDP- May 10th, 2024.pptx.pdf
 
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
 
ERP Contender Series: Acumatica vs. Sage Intacct
ERP Contender Series: Acumatica vs. Sage IntacctERP Contender Series: Acumatica vs. Sage Intacct
ERP Contender Series: Acumatica vs. Sage Intacct
 
Overview of Hyperledger Foundation
Overview of Hyperledger FoundationOverview of Hyperledger Foundation
Overview of Hyperledger Foundation
 
Intro to Passkeys and the State of Passwordless.pptx
Intro to Passkeys and the State of Passwordless.pptxIntro to Passkeys and the State of Passwordless.pptx
Intro to Passkeys and the State of Passwordless.pptx
 
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxHarnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
 
TEST BANK For, Information Technology Project Management 9th Edition Kathy Sc...
TEST BANK For, Information Technology Project Management 9th Edition Kathy Sc...TEST BANK For, Information Technology Project Management 9th Edition Kathy Sc...
TEST BANK For, Information Technology Project Management 9th Edition Kathy Sc...
 
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on ThanabotsContinuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
 
The Zero-ETL Approach: Enhancing Data Agility and Insight
The Zero-ETL Approach: Enhancing Data Agility and InsightThe Zero-ETL Approach: Enhancing Data Agility and Insight
The Zero-ETL Approach: Enhancing Data Agility and Insight
 
Long journey of Ruby Standard library at RubyKaigi 2024
Long journey of Ruby Standard library at RubyKaigi 2024Long journey of Ruby Standard library at RubyKaigi 2024
Long journey of Ruby Standard library at RubyKaigi 2024
 
How we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdfHow we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdf
 
(Explainable) Data-Centric AI: what are you explaininhg, and to whom?
(Explainable) Data-Centric AI: what are you explaininhg, and to whom?(Explainable) Data-Centric AI: what are you explaininhg, and to whom?
(Explainable) Data-Centric AI: what are you explaininhg, and to whom?
 

Online Community Training

  • 1. Online Community Training Dawn Foster dawn@fastwonder.com Fast Wonder Consulting http://FastWonderBlog.com 03/26/09 FastWonderBlog.com 1
  • 2. Agenda Introduction and Guiding Principles ● Planning and Getting Started ● Content Roadmaps ● Online Community Management ● Summary ● 03/26/09 FastWonderBlog.com 2
  • 3. Communities are Different Websites can be created and left alone ● Online communities require constant attention ● and management Websites with few visitors look the same as a ● website with many visitors Online communities with no participation fail ● publicly 03/26/09 FastWonderBlog.com 3
  • 4. Why Have an Online Community People: gives people a place to engage with ● your organization Innovation: get ideas and feedback ● Collaboration: work jointly with people ● toward a common goal Evangelism: help you grow evangelists for ● your efforts Loyalty: engagement can drive a ● tremendous amount of loyalty toward your efforts 03/26/09 FastWonderBlog.com 4
  • 5. Guiding Principles: It's All About the People Focus on the individuals: Participate as a ● person, not a corporate entity Be Sincere: Sincerity = believability & credibility ● Not all about you: Community is about ● conversation, which is by definition two-way Be a Part of the Community: Don't try to control ● the community Everyone’s a Peer: You are not the expert; ● knowledge comes from everywhere 03/26/09 FastWonderBlog.com 5
  • 6. Play Nice quot;I'm the Lorax who speaks for the trees which you seem to be chopping as fast as you please. NOW...thanks to your hacking my trees to the ground, there's not enough Truffula Fruit to go 'round. Translation: And my poor Bar-bar-loots are Play Nice: Be polite and all getting the crummies respectful in your because they have gas, and no interactions with other food in their tummies!quot; members 03/26/09 FastWonderBlog.com 6
  • 7. What Makes a Community Work? Open, inclusive and transparent ● An organization who listens (to good and bad) ● Actively engaged in the community ● Encouraging new members ● Making it easy for people to participate ● Integration into other relevant areas of the ● site Responding to criticism rather than deleting ● constructively critical comments 03/26/09 FastWonderBlog.com 7
  • 8. Barriers to Community Community is lip service, not a serious ● endeavor Pushing messages takes precedence over ● 2-way collaboration Community software / configuration / ● policies that get in the way of collaboration Neglected communities where no one in ● the organization monitors or responds Stale content and lack of participation ● 03/26/09 FastWonderBlog.com 8
  • 9. Planning and Getting Started Objectives ● Functionality ● Structure ● Seeding Content and Beta Period ● Example Communities ● 03/26/09 FastWonderBlog.com 9
  • 10. Planning and Objectives What is your overall strategy and how does ● the community fit with it? What do you hope to accomplish and what ● are your goals for the community? What are your plans for achieving your ● goals and how will you measure it? Do you need to build new or can you join an ● existing community? Do you have the resources (people & $) to ● maintain it long-term? Spend as much time as you need in this step If you can't answer these questions, a community might not be the best choice. 03/26/09 FastWonderBlog.com 10
  • 11. The Right Functionality Not every project needs to be an online ● community Not every community needs the same ● functionality Match functionality to your requirements ● Do you need discussions or just a blog? – Do you need wiki documents? – Do you need something new? – 03/26/09 FastWonderBlog.com 11
  • 12. Appropriate Structure Start with as few topic categories as possible ● Discussions spread across many categories ● look sparse Discussions spread across a couple of ● categories make the community look more active Add new topic areas when you need them ● 03/26/09 FastWonderBlog.com 12
  • 13. Seeding Content is Important You never want to launch a community without ● content. Few people want to be the first to participate in ● an empty community People will also use the existing content as a ● model for how they should participate. All community functions should have some ● content: blog posts, discussions, resources, wiki pages, etc. 03/26/09 FastWonderBlog.com 13
  • 14. Seeding Content and Beta Period Timing: 1-2 weeks prior to announcement ● Seed the community with at least 5 pieces of ● content in each area (discussions, wiki, blog) Invite a dozen people from outside of the ● organization to join. Pick people with a passion for the topic who will participate Ask them to participate by responding ● (discussions, blog posts) and creating new content (new discussion topics, wiki pages) 03/26/09 FastWonderBlog.com 14
  • 15. Promotion Use existing promotional vehicles to reach ● your audience (email, webinars, newsletters, customer lists, etc.) Encourage people from beta phase to help ● promote it to others Augment traditional community efforts with ● social media where appropriate (other blogs, audio, video, Twitter, Facebook, etc.) Incentivize people to join & participate ● 03/26/09 FastWonderBlog.com 15
  • 16. Example Communities – Good and Bad No community is perfect ● Flickr ● PC World ● Navy for Moms ● Clearstep ● 03/26/09 FastWonderBlog.com 16
  • 17. No Community is Perfect Every community has strengths and weaknesses ● Things will go wrong ● People are human and will make mistakes – Your community software, like all software, will have bugs – Someone will get defensive or irate – Companies have PR nightmares (Intel Pentium floating point) – In great communities, the company responds ● effectively Addresses the issue and works to resolve it quickly – Keeps the focus on summarizing and fixing, instead of blaming and – justifying Maintains open communication channels – 03/26/09 FastWonderBlog.com 17
  • 18. Flickr: Community Done Well Clear and simple guidelines (ex. Don’t be ● creepy. You know the guy. Don't be that guy.) Easy to use and intuitive to participate ● (comments, favorites, tags, notes) Transparency about people (profile, favorites, ● groups, etc.) Private, public ● Little things: Comments you've made ● 03/26/09 FastWonderBlog.com 18
  • 19. PC World Community http://forums.pcworld.com/index.jspa ● Good ● Plenty of activity – Good content – Focus on members – Questions answered quickly by other community – members Improvement ● Too many subcommunities; some with little activity – Sometimes slow to identify and remove spam – 03/26/09 FastWonderBlog.com 19
  • 20. Navy for Moms http://www.navyformoms.com/ ● Good ● Active – Filling a need – Community answers each other's questions – Good use of all features (video, blogs, photos, etc.) – Good use of guidelines – Bad ● Too many communities: some with little activity – Cluttered interface / hard to find content (Ning) – 03/26/09 FastWonderBlog.com 20
  • 21. Clearstep http://www.jivesoftware.com/clearstep/ ● Good ● Small number of subcommunities – Active community – Good information – Bad ● Too much company participation, not enough members – Difficult to navigate – Huge banner pushing content down the page – 03/26/09 FastWonderBlog.com 21
  • 22. Content Roadmap Process ● Overview ● Content Types ● Example Format ● 03/26/09 FastWonderBlog.com 22
  • 23. Content Roadmap Process Rolling one month plan ● Community manager puts the roadmap together ● and works with people on assignments and due dates Everyone provides suggestions for content ● Community manager reviews it weekly, makes ● adjustments, and plans an additional week Content roadmap is not set in stone: ● If a great idea comes to you, just write it! – Adjustments and substitutions are OK. – 03/26/09 FastWonderBlog.com 23
  • 24. Content Roadmap Overview 1-3 posts per week in each area: ● Blog posts – Discussion threads – Resources – Wiki pages – etc. – Written by a variety of people with expertise ● Covering a variety of topics – usually pick 3-4 ● topic areas and make sure that you stay focused and cover all of those 3-4 key topics each week 03/26/09 FastWonderBlog.com 24
  • 25. Content Types Stimulate Discussion ● Blog posts and discussion topics should focus on – engaging people in discussion and debate or encouraging them to share information Thought Leadership is Important (Blogs) ● Thought leadership posts are interesting to others in – your industry and to people who are not members They should by interesting, thoughtful, analytical, and – forward looking. Inform ● Resources, web page updates, and wiki pages – 03/26/09 FastWonderBlog.com 25
  • 26. Example Format Apparel Inc Due Person Category Type Topic Jan 03 Joe Helping Blog Eco Friendly Approaches to Manufacturing Jan 04 Jim Product Discussion Help us improve our shoes Jan 05 Beth Helping Blog Partnership with non-profit Jan 06 Sally In the field Blog Customer showcase: Joe Climbs a Mountain Jan 07 Jane Helping Discussion Share your stories about giving back to a good cause Jan 08 Tim Product Document New product line brochure Jan 09 Ben Product Blog Environmentally friendly new product line Jan 10 Jill In the field Document Case Study of Distribution Partner 03/26/09 FastWonderBlog.com 26
  • 27. Community Management Participant Motivation ● Responsibilities and Skills ● Dealing with Difficulties ● 03/26/09 FastWonderBlog.com 27
  • 28. Why Do People Participate? Status & Social Fun Recognition Passion Financial Work Career Develop Learning Advancement Skills Motivation is complex (multiple influences) ● If people aren't motivated, they won't participate ● Promotion must take motivation into account ● 03/26/09 FastWonderBlog.com 28
  • 29. Community Managers Responsibilities Skills Welcome Wagon Patience – – Ongoing Facilitation Networking – – Content Management Communication – – Evangelism Facilitation – – Community Evolution Technical Skills – – Marketing – Self-Motivation – Workaholic Tendencies – Organization – 03/26/09 FastWonderBlog.com 29
  • 30. Dealing with the Difficult Negative Comments: Do not delete negative ● feedback. Respond constructively Spammers: Put aggressive measures in ● place to deal with spam Trolls: Don't feed the trolls. They want ● attention. Resist the urge to give it to them Highly Critical: Put them to work if possible ● Bad Behavior: Clear guidelines allow you to ● delete content that is sexist, racist, hateful, etc. 03/26/09 FastWonderBlog.com 30
  • 31. Make it Fun Why do you sit there like that? I know it is wet. And the sun is not sunny. But we can have lots of good fun that is funny! I know some good games we could play. I know some new tricks. I will show them to you. Your mother will not mind at Translation: all if I do. Have fun! Lighten it up occasionally! 03/26/09 FastWonderBlog.com 31
  • 32. Q&A Additional Resources: http://fastwonderblog.com/starting-point/ ● http://www.web-strategist.com/blog ● http://www.onlinecommunityreport.com/ ● http://www.communityguy.com ● http://bestengagingcommunities.com/ ● About Dawn: Online Community Consultant ● More Info: http://fastwonderblog.com/consulting ● Dawn@FastWonder.com ● @geekygirldawn on Twitter ● 03/26/09 FastWonderBlog.com 32