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Cultivating knowledge through Communities of PracticeCollabor8now Ltd
The presentation looks at the phenomenon of Communities of Practice and how they can develop into effective knowledge sharing environments. Topics include:
What is a ‘Community of Practice’ (CoP)?
Moving from conversations to collaboration
Community culture and behaviours
What makes a successful community?
Measuring success and the elusive ROI
Lessons learnt from deployment of CoPs in local government.
Beyond functional silos with communities of practiceDennis Stevens
Explore the concept of communities of practice and how they are a vital component for agile organizations. From providing tactical support in issue resolution, to being stewards of knowledge across vast enterprises, and even helping create support for the larger organizational change, communities of practice are a vital component in improving organizational agility.
Cultivating knowledge through Communities of PracticeCollabor8now Ltd
The presentation looks at the phenomenon of Communities of Practice and how they can develop into effective knowledge sharing environments. Topics include:
What is a ‘Community of Practice’ (CoP)?
Moving from conversations to collaboration
Community culture and behaviours
What makes a successful community?
Measuring success and the elusive ROI
Lessons learnt from deployment of CoPs in local government.
Beyond functional silos with communities of practiceDennis Stevens
Explore the concept of communities of practice and how they are a vital component for agile organizations. From providing tactical support in issue resolution, to being stewards of knowledge across vast enterprises, and even helping create support for the larger organizational change, communities of practice are a vital component in improving organizational agility.
Interesante Documento sobre la evolución de la gestión del conocimiento... Coolhunting análisis de tendencias, en industrias, aprovechamiento de los avances tecnológicos y culturales, nuevos medios, nuevos consumos
This presentation delivered to the Institute of Management Consultants discussed how to be a thought leader online. Offering a strategy to get started, how to connect effectively online, rules of engagement and using time efficiently.
Demonstrating value with Communities Of PracticeCollabor8now Ltd
How do you demonstrate or even measure the value of collaboration and knowledge sharing? This presentation is based on over 7 years experience gained implementing on-line communities for the UK public sector.
Presentation detailing the requirements for a collaborative organisation, how to become one, what technologies will help, and how to deliver these using Lotus software.
Presented to UK Corporate IT forum at IBM Bedfont, 10 Feb 2009
For many years, organizations that have been recognized as best places to work have received that recognition because they have cultures that create the conditions for people to thrive personally and professionally. Cultures in organizations that are good places to work develop environments in which people work together in support of the mission and vision.
Communities of practice have become an accepted part of organizational development. One should pay attention to domain, membership, norms and rules, structure and process, flow of energy, results, resources, and values.
Discovering The Value Of Social Networks and Communities of PracticeCollabor8now Ltd
There has been much written about measuring the value of online communities such as Social Networks or Communities of Practice. However, most pundits tend to think of measuring value from a purely financial perspective, i.e. the Return on Investment (ROI). Clearly this is an important factor, but it’s not the only factor that should be considered
Facilitating Communities of Practice in the Network EraNancy Wright White
This is the set of slides used for the morning workshop on facilitating communities, along with two other sets of slides that might be useful later to participants, but which we did not conver/talk about. So be forewarned!
Steganography: a tool for community driven development in TerraTechRuss Clarke
TerraTech is Payload Studios' debut title, an expressive, physics-based vehicle construction and exploration game, initially for PC. This presentation describes a simple technological trick, which empowers Payload's community driven development strategy, and has helped to build engagement between TerraTech's players and developers.
Interesante Documento sobre la evolución de la gestión del conocimiento... Coolhunting análisis de tendencias, en industrias, aprovechamiento de los avances tecnológicos y culturales, nuevos medios, nuevos consumos
This presentation delivered to the Institute of Management Consultants discussed how to be a thought leader online. Offering a strategy to get started, how to connect effectively online, rules of engagement and using time efficiently.
Demonstrating value with Communities Of PracticeCollabor8now Ltd
How do you demonstrate or even measure the value of collaboration and knowledge sharing? This presentation is based on over 7 years experience gained implementing on-line communities for the UK public sector.
Presentation detailing the requirements for a collaborative organisation, how to become one, what technologies will help, and how to deliver these using Lotus software.
Presented to UK Corporate IT forum at IBM Bedfont, 10 Feb 2009
For many years, organizations that have been recognized as best places to work have received that recognition because they have cultures that create the conditions for people to thrive personally and professionally. Cultures in organizations that are good places to work develop environments in which people work together in support of the mission and vision.
Communities of practice have become an accepted part of organizational development. One should pay attention to domain, membership, norms and rules, structure and process, flow of energy, results, resources, and values.
Discovering The Value Of Social Networks and Communities of PracticeCollabor8now Ltd
There has been much written about measuring the value of online communities such as Social Networks or Communities of Practice. However, most pundits tend to think of measuring value from a purely financial perspective, i.e. the Return on Investment (ROI). Clearly this is an important factor, but it’s not the only factor that should be considered
Facilitating Communities of Practice in the Network EraNancy Wright White
This is the set of slides used for the morning workshop on facilitating communities, along with two other sets of slides that might be useful later to participants, but which we did not conver/talk about. So be forewarned!
Steganography: a tool for community driven development in TerraTechRuss Clarke
TerraTech is Payload Studios' debut title, an expressive, physics-based vehicle construction and exploration game, initially for PC. This presentation describes a simple technological trick, which empowers Payload's community driven development strategy, and has helped to build engagement between TerraTech's players and developers.
Inside Gainsight’s New Post-Sales Structure: Reorganizing the Team to Drive C...Gainsight
In this webinar, Allison Pickens, Gainsight's VP of Customer Success, will give you a detailed explanation of our new org chart as well as the philosophy behind the changes. She'll offer strategies on how to apply these principles and tactics to your own Customer Success team.
Allison Leahy - How To Grow and Scale A Global Community TeamFeverBee Limited
Allison Leahy is the community manager responsible for growing and scaling FitBit's rapidly emerging community. She has to deal with language barriers and daily challenges of ensuring everyone communicates effectively.
This is my vision on the future of Uber community organization. It broadly covers the following topics for the community operations in CEE region:
/ Key success factors
/ Mission and values
/ Stakeholder management
/ Value proposition
/ Map of goals
/ Metrics
/ Initiatives
/ Organizational model
/ Modus operandi
/ Roll-out
/ Costs & benefits
/ How to write a success story
How to structure your social media team, presented by Crystal KingSocialMedia.org
In her Brands-Only Summit presentation, Keurig Green Mountain's Crystal King teaches a class on how to organize and structure your social media team.
She explains how to manage social media as your brand's needs change, the market shifts, and more departments get involved.
What Lies At The Cutting Edge of Communities | Keynote at FeverBee SPRINT 201...Dion Hinchcliffe
Using what online community leaders are doing, I extrapolate what's coming next for community managers and others using social networks and other digital media to engage their stakeholders. It was well received by the several hundred community practitioners in attendance, and can help inform planning in organizations for 2016 and beyond.
Launching Salesforce Communities: Flipping the Switch and Making them WorkSalesforce.org
In this webinar, we’ll go over basics of activating a Customer Community, customizing it, and inviting your first Community Members. But building a healthy community is about more than just “flipping the switch,” we’ll also share key lessons learned from the team that launched the Power Of Us HUB, the online community for Salesforce.com Foundation customers.
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Listen in for a quick "Tips in 20" webinar to learn how to build a strategic framework that will allow your online community to evolve and achieve ongoing success.
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.
Communities of Practice: Principles and TipsStan Garfield
Presentation on April 11, 2014 to Columbia University’s Master of Science in Information and Knowledge Strategy (IKNS) Program in the School of Professional Studies
Communities of Practice: Conversations To CollaborationCollabor8now Ltd
What makes a successful Community of Practice?
This presentation looks at the key ingredients, with particular emphasis on the role of the community facilitator for building trust and cooperation, enabling conversations to become active collaboration and co-production.
Enterprise Hive Webinar: Deploying Social Business Software in Member-Driven ...Enterprise Hive
Enterprise Hive, creator of social business software, is proud to partner with the New Media Consortium (NMC), an international membership community of experts in educational technology, in developing the NMC Commons, a private, secure online community that fuels productivity and enables NMC's global membership to collaborate and communicate seamlessly.
This presentation is a webinar discussion on how the NMC Commons online community, powered by Enterprise Hive's HiveSocial social business software, taps the power of social business online business processes to improve NMC's delivery of member services and foster dynamic communication and collaboration among its membership.
Soccnx III - A social revolution... "Can I control that?"LetsConnect
Speakers: Femke Goedhart
Company regulation versus personal individuality, how do you get your employees to be responsible partners in a Social Business and how do you weigh freedom versus restriction? The whole Social Business idea is based on the idea of each individual having an intrinsic value to the organization that isn't necessarily linked to its role within the organization alone. This begs the question of how to tap this resource without losing control and how to implement and regulate the changes that are going to be needed. How much of this can you regulate (top-down) and how much do you allow to evolve (bottom-up)? Do you set up predefined structures and communities (pushing) or allow users to instigate the community building, opening up the floor to free input and self-empowerment? This session will highlight the difficulties and choices a company will face while making the transition into a Social Business and offer ideas and guidelines on how to do so.
A guide on how we have built communities of practice on the Communities of Practice for Public Service website.
With hints and tips to getting started and maintaining your community
Student perception of collaborative small group projects using synchronous an...David Wicks
This session will report on findings from a three-year study that explored how different communication tools may impact small group collaborative learning projects in an online course. The primary goal of this session is to share successful techniques for organizing and facilitating small group collaborative projects in online and blended courses.
Presentation made during the Learning Trends 2008 online conference and at the DevLearn Conference in San Jose and at the Learning 2008 Conference in Orlando - ok - sames slides, but different emphasis at each preso.
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2. Presenters
Community Evangelist Knowledge Manager,
for Consulting at Community Builder
Deloitte Touche and Social Computing
Tohmatsu Evangelist at IBM
25 years at HP, • Member of IBM SWG’s
Compaq, and Digital BlueIQ team helping
Equipment Corp. accelerate IBM’s
Stan
Garfield Luis Suarez adoption of social
Published the book software
Implementing a
Successful KM • In his spare time, he
Programme shows people how to
live in “A World
Leads the SIKM Without Email”
Leaders Community
with over 400
members globally
2
3. What is a community?
Communities are groups of people who, for a specific topic, share one or
more:
• Specialty
What • Passion
• Interest
• Role
• Concern
• Set of problems
Community members deepen their understanding of the topic by:
• Interacting on an ongoing basis
• Asking and answering questions
How • Sharing their knowledge
• Reusing good ideas
• Solving problems for one another
• Developing new and better ways of doing things
People join communities in order to:
• Share new ideas, lessons learned, proven practices, insights, and practical
suggestions
• Innovate through brainstorming, building on each other's ideas, and
Why keeping informed on emerging developments
• Reuse solutions through asking and answering questions, applying shared
insights, and retrieving posted material
• Collaborate through threaded discussions, conversations, and interactions
• Learn from other members of the community; from invited guest speakers
about successes, failures, case studies, and new trends; and through
L mentoring 3
4. 10 principles for successful communities
(from Communities Manifesto)
Communities should be independent of organization structure; they are based on
what members want to interact on.
Communities are different from teams; they are based on topics, not on
assignments.
Communities are not sites, team spaces, blogs or wikis; they are people who
choose to interact.
Community leadership and membership should be voluntary; you can suggest
that people join, but should not force them to.
Communities should span boundaries; they should cross functions,
organizations, and geographic locations.
Minimize redundancy in communities; before creating a new one, check if an
existing community already addresses the topic.
Communities need a critical mass of members; take steps to build membership.
Communities should start with as broad a scope as is reasonable; separate
communities can be spun off if warranted.
Communities need to be actively nurtured; community leaders need to create,
build, and sustain communities.
Communities can be created, led, and supported using TARGETs: Types,
S Activities, Requirements, Goals, Expectations, Tools. 4
5. 1. Communities should be independent
• Communities should be based on topics which use easily-recognized
terminology, not on organization structure.
• Communities should be organized around industry-standard, universal
topics with which members can identify in their specialties and roles.
• Organizations are best served by providing informational sites based on
organization structure or internal terminology.
• Communities are best served by providing collaborative capabilities, such
as threaded discussion boards and meetings.
• Provide links from organization sites to all relevant communities.
S 5
6. 2. Communities, organizations, and teams differ
Communities Organizational Sites Teams
Sharing
Innovating
Communicating
Purpose Reusing Accomplishing a mission
Providing information
Collaborating
Learning
Members of the organization
Audience People interested in the subject Members of the team
Others seeking information
Assigned (member of organization)
Motivation Voluntary Assigned
Voluntary (others)
Duration Ongoing Until the next reorganization Finite
Asking and answering questions Finding useful content Sharing documents and files
Sharing knowledge Staying current on the organization Using a shared calendar
Use Reusing good ideas Hearing from leadership Attending regular calls and meetings
Solving problems for one another Participating in calls and meetings Maintaining a list of team members
Brainstorming new ideas Finding contacts and experts Editing shared documents
Alignment Specialty, role, interest, or passion Organization Responsibility
Navigation Community directory with filters Intranet navigation by organization By invitation only
Subject: A specialty Domain Work or operating unit
Members: Interested people Content Task force
Requirements Interaction: Calls and discussions Business owner Committee
Leaders: Passionate people Site publisher Initiative
Enthusiasm: Willing to spend time Consumers Project
Community site Team site
Organizational site
Join button and membership list Calendar
Content
Tools Events Document library
Events
Newsletter or blog Meeting agendas
Announcements, newsletter, or blog
Threaded discussion board Wiki
Project Management Finance Client project team
Examples
Social Media HR Internal organizational team
S 6
7. 3. Communities are people, not tools
• Community sites may use collaboration spaces, blogs, and wikis, but
these tools are merely supporting the members, not defining them.
• Communities are not the same as social networks, readers of the same
blog, or editors of the same wiki page.
• Communities are made up of people and are supported by processes and
technology. You can have a community with no technology at all, but
most communities are well-served by using a few key tools.
7
8. 4. Communities participation should be voluntary
• People want to exercise their own discretion on which communities to
join, whether or not to join, and when to join.
• They will resent being subscribed by someone else and will resist
attempts to make them do something they did not choose to do.
• The passion of the leaders and members for the topic of the community
is what sustains it.
• To entice members to join communities, the leaders should make
membership appealing.
• Build communities for which potential members want to be included in
discussions, meetings, and other interactions - make it so they don't
want to miss out on what is going on.
8
9. 5. Communities should span boundaries
• By transcending organizational structures and boundaries, communities
take advantage of diverse experiences, perspectives, and talents.
• Those who wish to start a community frequently assert that it just for one
business unit, location, language, or role. For example, a product-
focused community that is just for technical people, not sales or
marketing people.
• Another example is a community which is set up in one country and
wants to limit membership to that country. In general, keeping out people
who could benefit from membership and offer help to those already in the
community hurts both groups.
L 9
10. 6. Minimize redundancy in communities
• Reviewing requests for new communities has these benefits:
o Redundant communities can be prevented.
o A central directory of communities can be maintained, helping potential members find the
right ones to join.
o By keeping the number of communities to a reasonable minimum, a long and confusing list
for users to choose from is avoided.
o Silos which isolate people who could benefit from being connected are avoided.
o Critical mass is achieved, helping to ensure that each community succeeds and takes
advantage of scale.
• Most requests for new communities which address a topic already
covered by an existing one should be responded to by suggesting that
the requester become a co-leader of the existing one.
10
11. 7. Communities need a critical mass of members
• A community usually needs at least 50 members, with 100 being a better
target.
• In a typical community, 10% or fewer of the members will tend to post,
ask questions, present, etc.
• As the community grows in size, it becomes more likely that experts
belong, that questions will be answered, and that a variety of topics will
be discussed.
• Increasing the size of a community yields more potential speakers at
community events and conference calls.
• A community benefits from a broad range of perspectives.
• It results in greater leverage, since for the same effort, more people 11
realize the benefits.
12. 8. Avoid having too narrow a scope
• Local organizations tend to think of creating local communities and
sharing within them, but are reluctant to expand to a global community.
• Encourage communities to be broader and to include other countries,
other parts of the organization, customers, partners, and former
employees.
• Rules of Thumb
o Initially, the broadest possible approach to a new community should be supported, and
narrowing either by geography or function should be discouraged.
o Local chapters can be built as subsets of larger communities.
o Start with the broadest feasible topics, and narrow down as needed.
o Spin off narrower sub-topics only when a high volume of discussion or communication
makes it necessary.
o Suggest that overlapping communities with similar topics be combined, either directly or
with one as a subset of the other.
• Challenge those with a niche topic to prove that it warrants its own
community:
o Start as part of a broader community, play an active role in leading discussions and events,
and prove a high level of interest.
o If the volume of activity becomes high, spin off a separate community.
o If the volume of activity does not become high, remain in the community until it does.
12
13. 9. Communities need to be actively nurtured
• Implement and manage the SCENT tools - Site, Calendar, Events, News,
Threads
• Perform the SHAPE tasks - Schedule, Host, Answer, Post, Expand
• Regularly suggest to those with questions or interest in the topic that
they join the community and use its tools.
L 13
14. 10. TARGETs for managing communities
• Types can be used for describing communities, creating a community
directory, and helping users readily navigate to the communities which
interest them.
• Activities should be used to explain to community members what it
means to be a member of a community and how they should participate.
• Requirements should be used to decide if a community should be built
and if it is likely to succeed.
• Goals should be set for communities and progress against those goals
should be measured and reported.
• Expectations should be set for community leaders to define their role and
to ensure that communities are nurtured.
• Tools should support member interaction.
14
15. Tag cloud of TARGETs
(details in Communities Manifesto)
Types
Activities
Requirements
Goals
Expectations
Tools
S 15
16. Community circle of life
As a community’s knowledge
base grows, more members
will join to seek out that
knowledge
The easier it is for members to The more members a
connect, collaborate, and community has, the richer the
share, the more members you community’s knowledge base
will get and the richer the becomes
knowledge base becomes
As you connect content to
members and their profiles,
the more members will
connect with each other and
form their own networks
L 16
17. Community roadmap
Step 1:
Establish community core team
Step 2:
Complete community startup questionnaire
Step 3:
Identify content to provide
Step 4:
Read documentation and participate in training
Step 5:
Begin community site development
Step 6:
Launch community: announce, increase membership,
review metrics, add content, and stimulate collaboration
S 17
18. Primary community roles
Role Description
Executive Enables and empowers the community, internally and
Sponsor externally. Is able to envision the value of the community
over time to both the members as well as the organization.
Community Plays the most critical role in the community's success by
Leader energizing the sharing process and providing continuous
nourishment for the community. Communicates a sense of
passion and guides the community towards its goals
through consulting, connecting, facilitating, helping, and
guiding.
Community Advises community leader in launching and sustaining the
Council community. Frequently takes on additional roles as listed
below.
Community Without these, there is no community; the essence of a
Members community is its members. Contribute and extract value via
content, programs, and social/professional network.
L 18
19. How to build a community
• Decide what topic you wish to address in a community
• Pick a compelling topic that will be of interest to many people in
your organization
• For the topic you select, the potential members must:
o Be deeply interested in it
o View it as relevant to their work
o Agree to spend time collaborating on it
L 19
20. Review existing communities
• Do communities already exist in your organization?
If so, answer these questions:
o Is your topic already covered as part of another community?
If so, offer to help the moderator/facilitator of that community
o Is there an existing community that is focused on a related topic?
If so, approach its moderator/facilitator about expanding it to include your topic
o Is there an old community focused on the topic that is inactive?
Can it be resurrected or migrated to form the new community?
If so, ask if you can:
• Take over as moderator/facilitator, or
• Harvest the membership list to start the new one
S 20
21. Select a community
moderator/facilitator
• You need a committed moderator/facilitator for the community
• The community moderator/facilitator should:
o Know the subject
o Have energy for stimulating collaboration
o Have sufficient time to devote to the role
o Regularly spend time:
Increasing membership
Lining up speakers
Hosting calls and meetings
Asking and answering questions
Posting information which is useful to the members
L 21
22. Build community membership
• Communities need a critical mass of members
o You usually need at least 50 members
o 100 is a better target
• Take advantage of existing networks:
o Is there an existing team that could be the core of a new community?
For example, is there a team whose mission aligns with the topic for the new
community?
If so, these can be the initial members
o Is there an existing distribution list of people interested in the topic?
If so, use that list to invite people to join your community
o You can use Social Network Analysis
Identify linked people who may not be part of a formal community
Then invite them to join your community
S 22
23. Communicate about the community
• Once your community is established, publicize its existence
• Help recruit new members:
o Submit articles to existing newsletters that reach your target audience
o Use existing networks to inform possible members about your community
o Send a one-time broadcast message to the entire population containing your
target audience
o Request that links to your community be added on all relevant web sites
o Offer an incentive to join, for example, an iPod or equivalent gift for:
Member chosen at random
100th member
L 23
24. Keep the community active
• Hold a regular conference call with a scheduled speaker
• Hold periodic events
o Face-to-face meetings
o Training sessions
• Post at least once a week to your threaded discussion with a:
o Summary of a community event
o Useful link
o Thought-provoking topic to stimulate discussion
• Look for relevant discussions
o Taking place in
Email exchanges
Distribution lists
Outside of your organization
o Redirect those discussions to your threaded discussion board
Copy or link to the key points
Summarize the highlights
• Regularly suggest to those with questions or interest in your topic
that they
o Join your community
o Use its tools
S 24
27. Additional community roles to consider
Role Description of Activities
Social Media Manages the community’s presence in social media.
Manager
Meeting Schedules and facilitates meetings. Ensures meetings stay
Facilitator focused on goals of the community.
Subject Matter Shares knowledge and experience. Ensures the community
Expert continues to seek out new and innovative solutions and
methods.
Relationship Builds relationships between the members to strengthen the
Manager overall community.
Knowledge Organizes the community knowledge. Ensures all members
Manager have access to content created or referenced by the
community.
Analyst Analyzes the community content and membership network to
identify and extract value.
Technology Ensures that the community platform and tools supports the
Manager goals and objectives of the community.
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28. Community core team roles and responsibilities
• Senior level (e.g., VP, Partner, Director)
Sponsor • Approves creation of community
• Enables resources to work on it
• Senior manager
• Defines community vision, focus, strategy, and direction
Champion
• Leads community
• Provides direction to moderator/facilitator and site publisher
• Manager or experienced individual contributor
Moderator/ • Works directly with the champion and site publisher
Facilitator • Responds to the needs of the community
• Promotes tools, recurring events, regular communications, and
contributions
Site • Individual contributor with some technical skills
Publisher • Works directly with the champion and moderator/facilitator
• Develops and maintains the community site
• Subject Matter Experts
Key • Help answer questions
Members • Assist the moderator to keep the community active
• Present on calls and at meetings and regularly share in threaded
discussions
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