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Demonstrating Value
                    With Communities Of
                          Practice

                          December 2012




                                 Steve Dale: steve.dale@collabor8now.com
                                 Twitter: @stephendale, @collabor8now


Monday, 3 December 2012
What I will cover
             1. What’s the point of online
             communities?
             2. Creating value for community
             members.
             3. How do you measure value?



Monday, 3 December 2012
1. What’s The Point Of
                       Online Communities?




Monday, 3 December 2012
Local government in England and wales
              employs a workforce of 2 million people
                 across 411 local authorities. Each
              authority is working to deliver the same
                  700 services to their residents.



                        Communities of Practice (CoP)
                       platform launched 2006. 120,000
                      Registered Users and 2000+ CoPs by
                                     2011.

Monday, 3 December 2012
It as not quite 700 different processes for delivering the same 700 services, but there were lots of opportunities for sharing good practice and squeezing out greater efficiencies through
collaboration and knowledge sharing across the local government sector.
Industrial age practices are no longer
                 relevant to the 21st Century Knowledge
                                  Economy




                     Labour is replaceable, talent is not. (H Jarche)




Monday, 3 December 2012
Routine tasks are increasingly being outsourced. Simple repetitive tasks are done my machines and robots, freeing humans to create value, improve processes and innovate.
Labour is replaceable. Talent is not (ref Harold Jarche).
What
          did this
          achieve?




Monday, 3 December 2012
A silo’d environment encourages silo’d thinking. Humans are by nature social animals, and hence why such as environment as pictured here encouraged the “water cooler” conversations to flourish. For some
works it was the only communal space available.
More than a third of
                                                                                                                                enterprise employees
                                                                                                                                are working outside
                                                                                                                                the firewall and need
                                                                                                                                tools that keep them
                                                                                                                                connected with their
                                                                                                                                peers and business
                                                                                                                                applications.
                                                                                                                                Source: Forrester




Monday, 3 December 2012
In these austere times, more organisations are looking at how they can reduce costs and improve efficiencies. The cost of office space and office services is coming under increasing scrutiny. The upside of this
is that more agile working processes are being introduced, including more working from home, and office desk sharing. However, organisations need to ensure that remote working doesn’t mean isolation, an
that home workers must have the right tools to ensure they are connected with their team members, their peers, their managers and the data/information that need to do their jobs.
In search of relevance

                                                                                             Knowledge workers spend up
                                                                                             to 30% of their time each day
                                                                                             looking for data. Source: Butler Group


                                                                                             50% of employee searches for
                                                                                             specific data fail to find the
                                                                                             data. Source: IDC


                                  Static intranets and e-mail are not effective
                                   for helping employees find the information
                                               they are looking for.


Monday, 3 December 2012
We are increasingly information rich and time poor. Finding the right information at the right time has been is a panacea that is not being met by most Intranets, which lag far behind the capabilities of
commercial/web search engines. Intranets need to be re-architected to become more than just content management systems. They need to incorporate linked-date capabilities (semantic search),
personalisation and more social tools.
“Social” Is The New Economy
     You will need to know                                                                                        We share what
     this sometime needwill know to know
            You will so I to
                      You will need                                                                    We share whatwe know
           this sometime so I will
       send it to youthis sometime so I will
                       now                                                                           We share know
                                                                                                          we what
             send it to you now                                                                        we know
                        send it to you now




                                                                           I know I can
                                                                         find what I need
                                                                          when I need it.




                                  Email                                                                               Social Media
Monday, 3 December 2012
Social Media is changing behaviours. People who are familiar with sharing content on Facebook, LinkedIn or Twitter are far more at ease with sharing information with work colleagues.
Enterprise social media systems are gradually removing some of the dependencies on email, though email remains an effective 1:1, secure and regulated communications medium and is
unlikely to disappear in the medium or long term.
2. Creating value for
                          community members.




Monday, 3 December 2012
Collaborative Working – some distinctions
                                           Purpose                           Members                               Adhesive                             Duration


     Formal work                           To deliver a                      Employees who                         Job requirements Until
     group                                 product or                        reports to the                        and org structure organisational
                                           service                           group’s manager                                         restructuring

     Project team                          To accomplish a Employees          Project                                                                   Until project
                                           task            assigned by senior milestones and                                                            completion
                                                           management         goals

     Social                                To collect and                    Friends and                           Mutual needs and As long as people
     networks                              pass on                           acquaintances                         interests        have a reason to
                                           information                                                                              connect

     Community of To develop                                Members who                                            Passion,                             As long as
     Practice     members’                                  select                                                 commitment                           there is
                                           capabilities; to themselves                                             and                                  interest in
                                           build and                                                               identification                       maintaining
                                           exchange                                                                with the                             the group
                                           knowledge                                                               group’s
                                                                                                                   expertise
      KIN, Warwick Business School
Monday, 3 December 2012
The major part of this presentation is focused on Communities of Practice (CoPs) – but what are the distinguishing characteristics of a CoP? Arguably the most important characteristic is
that members are self-selected, i.e. they are there because they perceive there is some value in being a member of the CoP. They are there because they WANT to be there.
Knowledge from a
                                                                                                           trusted source is
                                                                                                           richer than what
                                                                                                           we can discover
                                                                                                           for ourselves


                                                                                                                                     Photo: Flickr.com by Jackie Welberg!




                                                                                                                                                           @stephendale
Monday, 3 December 2012
One	
  of	
  the	
  principle	
  advantages	
  of	
  CoPs	
  is	
  that	
  the	
  membership	
  is	
  built	
  on	
  TRUST.	
  There	
  is	
  no	
  anonymity	
  -­‐	
  you	
  are	
  who	
  you	
  say	
  are.	
  AuthenAcity	
  of	
  the	
  
members	
  is	
  one	
  of	
  the	
  foundaAons	
  for	
  creaAng	
  a	
  trusted	
  environment,	
  and	
  a	
  key	
  differenAator	
  between	
  CoPs	
  and	
  Social	
  Networks.
But who do you trust?




                                                                                                                                         @stephendale
Monday, 3 December 2012
You	
  are	
  far	
  more	
  likely	
  to	
  trust	
  members	
  of	
  your	
  CoP,	
  than	
  a	
  more	
  open	
  social	
  network.
Levels of Community Value
                                                                                                                             It’s really hard to
                                                                                                                                  start here!

                                                                                                                      Trust, Loyalty, Advocacy


                                                                                  Sharing,                                               Broad Participation
                                                                                 Co-creation


                                                            Purpose, Rules, Protocol                                                                        Engagement


Monday, 3 December 2012
Establishing trust, loyalty and advocacy (the willingness to promote and evangelise what you are doing) is a goal to aspire to, and not something that comes without a lot of hard work, from the members and
facilitators of the CoP. It is the hallmark of a successful and dynamic CoP, built on sound foundations. Just like a pyramid, you build from the bottom up.
Community Facilitation Is Important Essential
                                                                         tools/apps &                                  upgrades
                                                                                               feature selection
                                                                       how to use them                             & improvements


                                                                                            Platform Management                                    social network analysis
                              connecting people                                                                                                                       Google analytics
                          moderation
                                                                                                                                    Community Metrics                        health checks
          rule enforcement
                                                                                                                                                                              polls
    blog posts
                                                                                                                                                                    surveys
      forum seeding                        Community Management                                                                                              management reports
            comments
                 rewards & incentives                                                                                                                                                     alignment with
                                                                                                                                                    Business Planning                    business priorities
                                back-channel engagement
                                                                                                                                                                                      purpose, goals
                                                    new member welcome
                                                        & induction                                                                                           identifying good/best practice
                                                  campaigns
                                                                                     Outreach                                                                                    networking
                                                      newsletters
                                                                                                                                      Professional Development
                                                                   e-bulletins                                                                                                   attending events

                                                                                                                                                                           participate in SIGs
                                                                                                        Content Management

                                                                                     updating links &                                  managing tags, categories, themes
                                                                                       navigation
                                                                                                                              taxonomy management
                                                                                                updating FAQs
                                                                                                             deleting & archiving


        Slide re-worked from an original by Dion Hinchliffe

Monday, 3 December 2012
Some	
  of	
  the	
  key	
  ac-vi-es	
  of	
  the	
  Facilitator:
Suppor/ng	
  sociability,	
  rela/onship	
  and	
  trust	
  building	
  
Seed	
  and	
  feed	
  discussion	
  topics
Maintain	
  and	
  sustain	
  the	
  communi/es	
  health
Direct	
  knowledge	
  nuggets	
  for	
  capture	
  and	
  reuse
Help	
  to	
  connect	
  community	
  members
Provide	
  basic	
  help	
  as	
  needed	
  with	
  the	
  tools	
  
Repor/ng	
  CoP	
  ac/vity	
  –	
  metrics,	
  evalua/ons	
  
Ensure	
  the	
  community	
  space	
  is	
  kept	
  "/dy"	
  and	
  navigable	
  
Monitoring	
  success	
  criteria	
  and	
  impact
Community Facilitation Time
                                                                                                                             Moderation
                                                                                                                               16%
                                                                 Content
                                                                  27%




                       6 .3   e ek
                                   on
                        p er w ge                                                                                                                         Growth
                   hours avera
                                                                                                                                                           17%




                                                  Relationships
                                                      10%

                                                                                                                                          Strategy
                                                                                                                                            10%
                                                                        Events & Activities                Technology
                                                                               11%                             6%
                                                                                             Business Integration
                                                                                                     3%


          Source: http://mik0ton.wordpress.com/2012/07/05/one-of-the-keys-to-a-successful-online-community/



Monday, 3 December 2012
One of the most frequently asked questions from anyone new to CoPs is “how much time does it take to facilitate/moderate/manage”. This analysis, provided by Michael Norton (LGA) is based on over 7
years experience of managing/facilitating CoPs for the local government sector. Note the different activities that are involved.
Facilitation
           Lean


                                                                                               Text




  Source:http://mik0ton.wordpress.com/2012/08/22/i-dont-have-time-to-faciltiate-the-community/



Monday, 3 December 2012
This slide also courtesy of Michael Norton at the LGA. Perhaps in contradiction to the previous slide, but identifies that absolute minimum time requirement for community facilitation/management. This also
assumes that the CoP is fully established (operational) and not still in it’s early development and engagements stages,
3.How do you measure
                             Value?




Monday, 3 December 2012
Is this valuable?




Monday, 3 December 2012
Nutmeg. Weight for weight more valuable than gold in 17th century Europe. A spice held to have powerful medicinal properties. It rocketed in price when physicians
in Elizabethan London claimed that their nutmeg pomanders were the only certain cure for the plague.
Measuring ‘Value’.
                                         Total registrations

   40000                                                                                                 Number of contributing CoP Members
   35000
                                                                      6000                                                                                 Percentage of CoP members who are contributors
   30000

   25000                                                              5000                                                           17.00%

   20000                                                              4000                                                           16.00%

   15000
                                                                      3000                                                           15.00%
   10000
                                                                      2000                                                           14.00%
    5000

       0                                                              1000                                                           13.00%
                           07




                                                                      08
           07




                                           08




                                                                                 09
             7




                                                    8




                                                                                          9
                            7




                                                                       8




                                                                                                    9
                           07




                                                                      08
            7




                                                             8




                                                                                                   9
                                                                        0
          -0




                                                  -0




                                                                                        -0
                         l-0




                                                                    l-0




                                                                                                l-0
          -0




                                                           -0




                                                                                                 -0
                                                                                                                                     12.00%
                         v-




                                                                    v-
        n-




                                         n-




                                                                               n-
                        p-




                                                                   p-
       ar




                                                ar




                                                                                      ar
       ay




                                                        ay




                                                                                              ay
                       Ju




                                                                  Ju




                                                                                              Ju
                      No




                                                                 No
     Ja




                                       Ja




                                                                             Ja
                      Se




                                                                 Se
     M




                                                M




                                                                                      M
     M




                                                    M




                                                                                          M
                                                                              Jan- Feb- Mar- Apr- May- Jun- Jul-08 Aug- Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun-
                                                                                                                                      11.00%
                                                                               08 08 08 08 08 08                    08 08 08 08 08 09 09 09 09 09 09
                                                                                                                                               Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- S Oct- Nov- D Jan- Feb- Mar- Apr- May- Jun-

           User Surveys                                                                                                                         08 08 08 08 08 08 08 08 ep- 08 08 ec- 09 09 09 09 09 09
                                                                                                                                                                                       08          08




                                                                                                                                              …but a chicken
                                                                                                                                              doesn’t get fatter
                                                                                                                                              the more you
                                                                                                                                              weigh it!



Monday, 3 December 2012
Aggregating quantitative metrics does not provide evidence of either success or failure of a CoP. For example, we need to understand:

1. The original purpose and intended outcomes of the community.
Some will be light on discussion and strong on shared document building and vice versa. Others will be ‘one-shot’ supporting a single challenge.

2. The rhythm or cycle of the community.
Not all communities will be a hive of activity, some will support its participants at a low level of interaction over a long period, others for short bursts around face-to-face-meetings or events.

3. The quality of the interactions and/or the viewings it attracts.
An online community may be composed of lengthy, high quality, position statements or case-studies with relatively little discussion. Others, equally valid, may be filled with chit-chat and
    gossip, sharing experience in a way that provides moral support for isolated individuals.

Two key lessons:
• Don’t rely on metrics to claim your community is successful.
• Use metrics and indicators to understand your community better.
So any measure of success is likely to be a mix of qualitative and quantitative data.

Managers need to avoid interfering with the way that the CoPs are being run, particularly in the sense of setting targets and timescales. The more informed managers are aware that traditional command and control processes do not work for CoPs,
   and that instilling corporate processes on largely free-wheeling communities is likely to stifle and inhibit innovation and learning.

However, there is a cost in keeping this technology and support infrastructure going, and it is reasonable to expect questions from senior managers on what the benefits are and what the ROI is. It remains something of a conundrum on how best to
   respond to these questions in a way that will give senior managers the confidence to maintain investment.
Social Network Analysis provides
                        insight and prompts questions

     “I frequently or very
      frequently receive
    information from this
    person that helps me
          do my job.”




Monday, 3 December 2012
•Knowledge flows along existing pathways in organizations.
•To understand the knowledge flow, find out what the patterns are.
•Create interventions to create, reinforce, or change the patterns to improve the knowledge flow.
•Identify critical resources - e.g. Paul in this diagram. What would happen to the network if Paul decided to leave?
The ROI Conundrum
            Cost of one face to face conference:

            •        100 people attending an event in London

            •        Cost of rooms + lunch = £5000
                                                                                                                                                              For those
            •        Average cost of travel = £30 per person
                                                                                                                                                            that measure
            One face-to-face conference would cost £8000
                                                                                                                                                            value in £.s.d.
            Cost of an on-line community conference is virtually £0




           If you can keep the ‘I’ small no-one will ask about the
                                                                                            R!
Monday, 3 December 2012
So, if one wants to think of ‘value’ solely in terms of hard cash savings – then online conferences can save money. But it is wrong to confuse ‘costs’ with ‘value’. The real value comes from the learning and
sharing opportunities provided by the on-line conference. There are also far more effective networking opportunities provided in a virtual (on-line) environment, where posted comments (in forums, blogs
etc.) can reach a far wider audience.
The real value is in understanding
                                    your community

                                                                          Inactive
                                                                                                                      Contibutors



                                                                                                                            Power
                                                                  Observers                                               contibutors




                           Organisations will pay increasing
                           attention to the people who make
                          collaboration possible and profitable.


Monday, 3 December 2012
Understanding how your community works is the first step in developing your intervention strategies. Your contributors will always outnumber your observers (some call them ‘lurkers’).make sure you look
after and give recognition to your contributors. They are the life-blood of the community. Ensure you are monitoring statistics for inactive users (the ones who have registered but have not engaged). Can
they be encouraged to become active members? Should their accounts be removed if they are only adding to the clutter?
Anecdotes should be encouraged…and
                            published!
    “If you find yourself drifting                                                                                                   “The concept of online
    apart from your peers and you                                                                                                   conferences is a winner, instead
    have to rely on regional meetings                                                                                               of spending hours on a train to
    that take place several months                                                                                                  sit through various Powerpoint
    apart, then the online community                                                                                                presentations, you access the
    can bring and keep you together                                                                                                 conference when it’s convenient
    – its also great way of staying in                                                                                              to you.“
    touch with industry changes.”                                                                                                   User, Hart District Council 
          User, West Lothian Council

                                                                         “Many of the online groups that we set up on
                                                                           the site either reflected new projects or
                                                                           were new groups working on a new
                                                                           priority that wasn’t covered under the
                                                                           business unit or structure. So for our
                                                                           change groups for example, it was a place
                                                                           for those new projects and communities to
                                                                           have a home.”

                                                                         Innovation Unit, Kent County Council.



                                                                                                                          Source: http://www.communities.idea.gov.uk/
Monday, 3 December 2012
Stories and anecdotes should be published, promoted and rewarded. Narrate your works and achievements. This will demonstrate value to other members and your managers.
Key Points
       • Social is the new economy - we need to be
              connected and engaged to keep our knowledge
              relevant.
       • CoPs are places for both professional and
              personal development.
       • Effective community facilitation will
              enhance the value of the community to its
              members.
       • Not everything that can be measured counts, and
              not everything that counts can be measured.
              Focus on understanding your community.

Monday, 3 December 2012
A final thought...
                          “Go to the People. Live with them Learn from
                          them. Love them.
                          Start with what they know. Build with what they
                          have.
                          But with the best leaders, when the work is done
                          the task is accomplished.The people will say.....
                          ‘We have done this ourselves’”
                          Lao Tsu, Chinese Philosopher (Contemporary of Confucius). Taken
                          from Tao Te Ching c 500BC




Monday, 3 December 2012
Email: steve.dale@collabor8now.com
                                  Twitter: @stephendale, @collabor8now
                                  Profile: http://about.me/stephendale


                          Unless otherwise noted, this work is licensed under a Creative
                          Commons Attribution-NonCommercial-ShareAlike 3.0 Unported
                                                    License.




Monday, 3 December 2012

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Demonstrating value with Communities Of Practice

  • 1. Demonstrating Value With Communities Of Practice December 2012 Steve Dale: steve.dale@collabor8now.com Twitter: @stephendale, @collabor8now Monday, 3 December 2012
  • 2. What I will cover 1. What’s the point of online communities? 2. Creating value for community members. 3. How do you measure value? Monday, 3 December 2012
  • 3. 1. What’s The Point Of Online Communities? Monday, 3 December 2012
  • 4. Local government in England and wales employs a workforce of 2 million people across 411 local authorities. Each authority is working to deliver the same 700 services to their residents. Communities of Practice (CoP) platform launched 2006. 120,000 Registered Users and 2000+ CoPs by 2011. Monday, 3 December 2012 It as not quite 700 different processes for delivering the same 700 services, but there were lots of opportunities for sharing good practice and squeezing out greater efficiencies through collaboration and knowledge sharing across the local government sector.
  • 5. Industrial age practices are no longer relevant to the 21st Century Knowledge Economy Labour is replaceable, talent is not. (H Jarche) Monday, 3 December 2012 Routine tasks are increasingly being outsourced. Simple repetitive tasks are done my machines and robots, freeing humans to create value, improve processes and innovate. Labour is replaceable. Talent is not (ref Harold Jarche).
  • 6. What did this achieve? Monday, 3 December 2012 A silo’d environment encourages silo’d thinking. Humans are by nature social animals, and hence why such as environment as pictured here encouraged the “water cooler” conversations to flourish. For some works it was the only communal space available.
  • 7. More than a third of enterprise employees are working outside the firewall and need tools that keep them connected with their peers and business applications. Source: Forrester Monday, 3 December 2012 In these austere times, more organisations are looking at how they can reduce costs and improve efficiencies. The cost of office space and office services is coming under increasing scrutiny. The upside of this is that more agile working processes are being introduced, including more working from home, and office desk sharing. However, organisations need to ensure that remote working doesn’t mean isolation, an that home workers must have the right tools to ensure they are connected with their team members, their peers, their managers and the data/information that need to do their jobs.
  • 8. In search of relevance Knowledge workers spend up to 30% of their time each day looking for data. Source: Butler Group 50% of employee searches for specific data fail to find the data. Source: IDC Static intranets and e-mail are not effective for helping employees find the information they are looking for. Monday, 3 December 2012 We are increasingly information rich and time poor. Finding the right information at the right time has been is a panacea that is not being met by most Intranets, which lag far behind the capabilities of commercial/web search engines. Intranets need to be re-architected to become more than just content management systems. They need to incorporate linked-date capabilities (semantic search), personalisation and more social tools.
  • 9. “Social” Is The New Economy You will need to know We share what this sometime needwill know to know You will so I to You will need We share whatwe know this sometime so I will send it to youthis sometime so I will now We share know we what send it to you now we know send it to you now I know I can find what I need when I need it. Email Social Media Monday, 3 December 2012 Social Media is changing behaviours. People who are familiar with sharing content on Facebook, LinkedIn or Twitter are far more at ease with sharing information with work colleagues. Enterprise social media systems are gradually removing some of the dependencies on email, though email remains an effective 1:1, secure and regulated communications medium and is unlikely to disappear in the medium or long term.
  • 10. 2. Creating value for community members. Monday, 3 December 2012
  • 11. Collaborative Working – some distinctions Purpose Members Adhesive Duration Formal work To deliver a Employees who Job requirements Until group product or reports to the and org structure organisational service group’s manager restructuring Project team To accomplish a Employees Project Until project task assigned by senior milestones and completion management goals Social To collect and Friends and Mutual needs and As long as people networks pass on acquaintances interests have a reason to information connect Community of To develop Members who Passion, As long as Practice members’ select commitment there is capabilities; to themselves and interest in build and identification maintaining exchange with the the group knowledge group’s expertise KIN, Warwick Business School Monday, 3 December 2012 The major part of this presentation is focused on Communities of Practice (CoPs) – but what are the distinguishing characteristics of a CoP? Arguably the most important characteristic is that members are self-selected, i.e. they are there because they perceive there is some value in being a member of the CoP. They are there because they WANT to be there.
  • 12. Knowledge from a trusted source is richer than what we can discover for ourselves Photo: Flickr.com by Jackie Welberg! @stephendale Monday, 3 December 2012 One  of  the  principle  advantages  of  CoPs  is  that  the  membership  is  built  on  TRUST.  There  is  no  anonymity  -­‐  you  are  who  you  say  are.  AuthenAcity  of  the   members  is  one  of  the  foundaAons  for  creaAng  a  trusted  environment,  and  a  key  differenAator  between  CoPs  and  Social  Networks.
  • 13. But who do you trust? @stephendale Monday, 3 December 2012 You  are  far  more  likely  to  trust  members  of  your  CoP,  than  a  more  open  social  network.
  • 14. Levels of Community Value It’s really hard to start here! Trust, Loyalty, Advocacy Sharing, Broad Participation Co-creation Purpose, Rules, Protocol Engagement Monday, 3 December 2012 Establishing trust, loyalty and advocacy (the willingness to promote and evangelise what you are doing) is a goal to aspire to, and not something that comes without a lot of hard work, from the members and facilitators of the CoP. It is the hallmark of a successful and dynamic CoP, built on sound foundations. Just like a pyramid, you build from the bottom up.
  • 15. Community Facilitation Is Important Essential tools/apps & upgrades feature selection how to use them & improvements Platform Management social network analysis connecting people Google analytics moderation Community Metrics health checks rule enforcement polls blog posts surveys forum seeding Community Management management reports comments rewards & incentives alignment with Business Planning business priorities back-channel engagement purpose, goals new member welcome & induction identifying good/best practice campaigns Outreach networking newsletters Professional Development e-bulletins attending events participate in SIGs Content Management updating links & managing tags, categories, themes navigation taxonomy management updating FAQs deleting & archiving Slide re-worked from an original by Dion Hinchliffe Monday, 3 December 2012 Some  of  the  key  ac-vi-es  of  the  Facilitator: Suppor/ng  sociability,  rela/onship  and  trust  building   Seed  and  feed  discussion  topics Maintain  and  sustain  the  communi/es  health Direct  knowledge  nuggets  for  capture  and  reuse Help  to  connect  community  members Provide  basic  help  as  needed  with  the  tools   Repor/ng  CoP  ac/vity  –  metrics,  evalua/ons   Ensure  the  community  space  is  kept  "/dy"  and  navigable   Monitoring  success  criteria  and  impact
  • 16. Community Facilitation Time Moderation 16% Content 27% 6 .3 e ek on p er w ge Growth hours avera 17% Relationships 10% Strategy 10% Events & Activities Technology 11% 6% Business Integration 3% Source: http://mik0ton.wordpress.com/2012/07/05/one-of-the-keys-to-a-successful-online-community/ Monday, 3 December 2012 One of the most frequently asked questions from anyone new to CoPs is “how much time does it take to facilitate/moderate/manage”. This analysis, provided by Michael Norton (LGA) is based on over 7 years experience of managing/facilitating CoPs for the local government sector. Note the different activities that are involved.
  • 17. Facilitation Lean Text Source:http://mik0ton.wordpress.com/2012/08/22/i-dont-have-time-to-faciltiate-the-community/ Monday, 3 December 2012 This slide also courtesy of Michael Norton at the LGA. Perhaps in contradiction to the previous slide, but identifies that absolute minimum time requirement for community facilitation/management. This also assumes that the CoP is fully established (operational) and not still in it’s early development and engagements stages,
  • 18. 3.How do you measure Value? Monday, 3 December 2012
  • 19. Is this valuable? Monday, 3 December 2012 Nutmeg. Weight for weight more valuable than gold in 17th century Europe. A spice held to have powerful medicinal properties. It rocketed in price when physicians in Elizabethan London claimed that their nutmeg pomanders were the only certain cure for the plague.
  • 20. Measuring ‘Value’. Total registrations 40000 Number of contributing CoP Members 35000 6000 Percentage of CoP members who are contributors 30000 25000 5000 17.00% 20000 4000 16.00% 15000 3000 15.00% 10000 2000 14.00% 5000 0 1000 13.00% 07 08 07 08 09 7 8 9 7 8 9 07 08 7 8 9 0 -0 -0 -0 l-0 l-0 l-0 -0 -0 -0 12.00% v- v- n- n- n- p- p- ar ar ar ay ay ay Ju Ju Ju No No Ja Ja Ja Se Se M M M M M M Jan- Feb- Mar- Apr- May- Jun- Jul-08 Aug- Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- 11.00% 08 08 08 08 08 08 08 08 08 08 08 09 09 09 09 09 09 Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- S Oct- Nov- D Jan- Feb- Mar- Apr- May- Jun- User Surveys 08 08 08 08 08 08 08 08 ep- 08 08 ec- 09 09 09 09 09 09 08 08 …but a chicken doesn’t get fatter the more you weigh it! Monday, 3 December 2012 Aggregating quantitative metrics does not provide evidence of either success or failure of a CoP. For example, we need to understand: 1. The original purpose and intended outcomes of the community. Some will be light on discussion and strong on shared document building and vice versa. Others will be ‘one-shot’ supporting a single challenge. 2. The rhythm or cycle of the community. Not all communities will be a hive of activity, some will support its participants at a low level of interaction over a long period, others for short bursts around face-to-face-meetings or events. 3. The quality of the interactions and/or the viewings it attracts. An online community may be composed of lengthy, high quality, position statements or case-studies with relatively little discussion. Others, equally valid, may be filled with chit-chat and gossip, sharing experience in a way that provides moral support for isolated individuals. Two key lessons: • Don’t rely on metrics to claim your community is successful. • Use metrics and indicators to understand your community better. So any measure of success is likely to be a mix of qualitative and quantitative data. Managers need to avoid interfering with the way that the CoPs are being run, particularly in the sense of setting targets and timescales. The more informed managers are aware that traditional command and control processes do not work for CoPs, and that instilling corporate processes on largely free-wheeling communities is likely to stifle and inhibit innovation and learning. However, there is a cost in keeping this technology and support infrastructure going, and it is reasonable to expect questions from senior managers on what the benefits are and what the ROI is. It remains something of a conundrum on how best to respond to these questions in a way that will give senior managers the confidence to maintain investment.
  • 21. Social Network Analysis provides insight and prompts questions “I frequently or very frequently receive information from this person that helps me do my job.” Monday, 3 December 2012 •Knowledge flows along existing pathways in organizations. •To understand the knowledge flow, find out what the patterns are. •Create interventions to create, reinforce, or change the patterns to improve the knowledge flow. •Identify critical resources - e.g. Paul in this diagram. What would happen to the network if Paul decided to leave?
  • 22. The ROI Conundrum Cost of one face to face conference: • 100 people attending an event in London • Cost of rooms + lunch = £5000 For those • Average cost of travel = £30 per person that measure One face-to-face conference would cost £8000 value in £.s.d. Cost of an on-line community conference is virtually £0 If you can keep the ‘I’ small no-one will ask about the R! Monday, 3 December 2012 So, if one wants to think of ‘value’ solely in terms of hard cash savings – then online conferences can save money. But it is wrong to confuse ‘costs’ with ‘value’. The real value comes from the learning and sharing opportunities provided by the on-line conference. There are also far more effective networking opportunities provided in a virtual (on-line) environment, where posted comments (in forums, blogs etc.) can reach a far wider audience.
  • 23. The real value is in understanding your community Inactive Contibutors Power Observers contibutors Organisations will pay increasing attention to the people who make collaboration possible and profitable. Monday, 3 December 2012 Understanding how your community works is the first step in developing your intervention strategies. Your contributors will always outnumber your observers (some call them ‘lurkers’).make sure you look after and give recognition to your contributors. They are the life-blood of the community. Ensure you are monitoring statistics for inactive users (the ones who have registered but have not engaged). Can they be encouraged to become active members? Should their accounts be removed if they are only adding to the clutter?
  • 24. Anecdotes should be encouraged…and published! “If you find yourself drifting “The concept of online apart from your peers and you conferences is a winner, instead have to rely on regional meetings of spending hours on a train to that take place several months sit through various Powerpoint apart, then the online community presentations, you access the can bring and keep you together conference when it’s convenient – its also great way of staying in to you.“ touch with industry changes.” User, Hart District Council  User, West Lothian Council “Many of the online groups that we set up on the site either reflected new projects or were new groups working on a new priority that wasn’t covered under the business unit or structure. So for our change groups for example, it was a place for those new projects and communities to have a home.” Innovation Unit, Kent County Council. Source: http://www.communities.idea.gov.uk/ Monday, 3 December 2012 Stories and anecdotes should be published, promoted and rewarded. Narrate your works and achievements. This will demonstrate value to other members and your managers.
  • 25. Key Points • Social is the new economy - we need to be connected and engaged to keep our knowledge relevant. • CoPs are places for both professional and personal development. • Effective community facilitation will enhance the value of the community to its members. • Not everything that can be measured counts, and not everything that counts can be measured. Focus on understanding your community. Monday, 3 December 2012
  • 26. A final thought... “Go to the People. Live with them Learn from them. Love them. Start with what they know. Build with what they have. But with the best leaders, when the work is done the task is accomplished.The people will say..... ‘We have done this ourselves’” Lao Tsu, Chinese Philosopher (Contemporary of Confucius). Taken from Tao Te Ching c 500BC Monday, 3 December 2012
  • 27. Email: steve.dale@collabor8now.com Twitter: @stephendale, @collabor8now Profile: http://about.me/stephendale Unless otherwise noted, this work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License. Monday, 3 December 2012