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Community Management: Building a Learning Organization


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A presentation on facilitating conversation and collaboration on enterprise social platforms to enable a distributed workforce to learn from each other, share critical knowledge and capture the organizational hive mind.

Published in: Social Media

Community Management: Building a Learning Organization

  1. 1. Making Change Happen…
  2. 2. Evolution of Organizations Nomadic (10,000 BC) •Small groups of members Agricultural (till 18thC) •Hierarchical with levels Industrial (till 20thC) •Purposeful driven by efficiency and processes Information (post 1945…) •Driven by networks and links Knowledge(post 2000…) •Driven by collaboration, cooperation, crowdsourcing, and social media We are here NOW!
  3. 3. Drivers Connected Workers Global Workforce Diverse and Dispersed Workforce Distributed Organizations Social, Mobile, Analytics and Cloud
  4. 4. Today’s Needs… Problem Solving Analytical Thinking Pattern Sensing Exception Handling Managing Information Overload Personal Knowledge Management
  5. 5. Painting the Future Organizational Hive Mind Breaking down of “Silos” Sharing of Tacit Knowledge PersonalKnowledge Management Peer-to-PeerLearning
  7. 7. Imagine an Organization… •Software consulting firm •Globally distributed, diverse with dispersed expertise •Rapidly growing •Non-hierarchical; distributed decision making •Knowledge workers with tacit knowledge •Transparent and collaborative culture •Open to learning from mistakes
  8. 8. Challenges
  9. 9. The Solution To bridge the organizational silo and enable the distributed workforce and virtual teams to collaborate, organizations today invest in an enterprise collaboration platform to foster collaboration, communicationand conversations.
  10. 10. What Next… Sit back and wait for the users to jump in…
  11. 11. …But no one came!
  12. 12. What was Missing? 1. Defined Groups 2. Engaging Content 3. Dedicated Community Manager 4. Contribution Guide
  13. 13. Example Groups Developers Business Analysts Consultants Women in Tech Agile Community Hiking 1
  14. 14. Seeding with Content 2 Find existing content Move content to the group Tag mercilessly Design content layout Do not launch an empty group! Make sure users have relevant contentto engage with when they join.
  15. 15. Dedicated Community Manager Who will the users be? Where are they? What are the burning needs and issues? Talk to key advocates and members Will the users mainly consume content? Will they primarily use the group for discussions? How will joining the group help them? Define the purpose How do the users currently communicate? How might this impact their participation? How much change will the “new way of working” bring? Explore current communication channels 3
  16. 16. Contribution Guide Help users understand appropriate content type to make contribution easy for user-generated content. ContentType Purpose Blog post Personal opinion, project experience, sharing of ideas Document Preserve team thought, capturegood practices, document lessons learned Discussionforums Ask questions, seek feedback, debate and ideate Status updates Work aloud, share quick tips, keepin the loop, share interesting finds
  17. 17. Keep it Going! Change Management •Onboarding •Enabling •Support Content Management •Aggregate •Curate •Connect Community Management •Governance •Facilitation •User experience Start Build Grow
  18. 18. Continue with Housekeeping Clean up tags Relocate content Delete duplicates Branch out discussions Indicate if questions are answered Highlight unanswered questions
  19. 19. Collaboration Framework Outside the org Inside the org Reference: Harold JarcheEncourageFacilitate
  20. 20. A Collaboration Ecosystem
  21. 21. Useful Books
  22. 22. About Me
  23. 23. Thank You! Let’s keep collaborating and sharing and learning…