working with online communities

COMMUNITIES

WORKING WITH

ONLINE

Ben Leong

- COMMUNITY MANAGER @ QUIIP (SME & GOVERNMENT CLIENTS) - PhD IN PROGRESS via RMIT & SMART SERVICES CRC - OVER 10 YEARS EXPERIENCE MANAGING FORUM COMMUNITIES !Email: benl@quiip.com.au | Twitter: @morsla

ABOUT ME

NEW COMMUNITYCREATING A

1 2EXISTING COMMUNITIES

WORKING WITH

TWO SCENARIOS

SURFACEBENEATH THE

• PLANNING • MODERATION • ASSESSMENT • EVALUATION

Image: http://www.flickr.com/photos/horiavarlan/5124249670/

STRATEGY MATTERS!

WHY? are you

establishing a community

WHO? are the members

you want to attract

HOW? will you achieve your objective and purpose

WHERE ? will the

community be located

WHAT? do you want to achieve

WHEN? does the group

need to be activated

SCENARIO 1:

CREATING A NEW COMMUNITY

Image: http://www.flickr.com/photos/myboogers/5625827126/

COMMUNITY?WHY BUILD A

• LONG-TERM ASSET

• CONTENT & CONTROL

• BETTER ABILITY TO ENGAGE WITH MEMBERS

• BETTER MODERATION FUNCTIONALITY

• USER-GENERATED CONTENT

• CUSTOMER SUPPORT

WHEEL?

ARE YOU REINVENTING THE

Image: http://www.flickr.com/photos/noshit-mag/4605220117/

GHOST TOWNDON’T BUILD A

• CREATE A CULTURE • SET THE TONE • CREATE A WELCOMING SPACE

Image: http://www.flickr.com/photos/amylovesyah/4434437966/

PITFALLSWATCH FOR COMMON

• TOO MANY CHANNELS

• GROWING PAINS

• HIJACKED DISCUSSIONS

• MODERATION ISSUES

Image: http://www.flickr.com/photos/komponisto/1250485784/

SCENARIO 2:

WORKING WITH EXISTING COMMUNITIES

Image: http://www.flickr.com/photos/jamescridland/613445810/

COMMUNITIES?WHY WORK WITH EXISTING

• AVOID WASTED EFFORT

• FIND AND ACCESS EXISTING RESOURCES

• GRASSROOTS ENGAGEMENT

Image: http://www.flickr.com/photos/dcoetzee/8444406962/

EVERYBODY?WHERE IS

• UNDERSTAND YOUR TARGET AUDIENCE • FIND RELEVANT COMMUNITIES • LOOK FOR SIMILAR PLACES

HEARDMAKE YOURSELF

• RELEVANT CONTENT • PRESENTED IN THE RIGHT PLACES • TO THE RIGHT PEOPLE

Image: http://www.flickr.com/photos/fulbert05/2403344636/

MINIMISEBACKLASH• OBSERVE BEFORE JUMPING IN

• UNDERSTAND LOCAL CONTEXT

• ADD VALUE

START SMALL

GROW ORGANICALLY

ADD COMPLEXITY AS NEEDED

REVIEWAND ADAPT YOUR PLANS

KEEP IT SIMPLE

BE STRATEGIC

6 COMMUNITY MANAGEMENT TIPS

THANK YOU & GOOD LUCK!

Image: http://www.flickr.com/photos/15132846@N00/8197868606/

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