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ICS Community Management 100 Days into the Journey

Oliver Heinz ICS Community Manager

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Hi, I am Oliver

• Been around • IBM Family • 2 Homes • Hockey Dad • Gadget addict • Photog • Tennis player

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@oliheinz oli@us.ibm.com

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Day -30: Oh really? Me?

Hey Oliver, do you have a minute?

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Day -20: That could actually be pretty cool

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Day -10: Now I really want this Job

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Day -5: What is taking so long??

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Day 0: Alright, I guess I am Community Manager!!!

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Day 1: Wait, what IS a Community Manager???

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Day 5: Gulp, gulp, gulp• Job Transition.. drinking from the Fire Hose

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Day 7: That's a cool platform

• SocialBizUG.org • Used by IBMers to blog • Webcasts on every 2nd and

4th Wednesday • Find local User Groups and

events • Use it to blog yourself

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Day 10: Ok, we're telling them today

• Joint Announcement via Conference Call • Introduction: What’s relevant for the audience?

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Day 11: Hi, I am Oliver

• Get your online / social mediaprofiles up to date

• Connections • Twitter • LinkedIn • Personal Blog / Home Page

• Reach out to friends in the community 1:1 • Use the existing channels • Respond to welcome messages

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Day 12: The Group Chat

• Interactive, synchronous communication • Always on / 7*24 / global • Personal / spontaneous / fast • My favorite communication channel to this day

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Day 14: Another Introduction … Oh, that's different…

• Not all Communities are the same • Quiet / active • Technical / business oriented • Virtual / live

• Channels and activities need to adapt

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Day 15: Connect Prep craze starts

• Realize the immense value of face 2 face meetings • Leverage events to foster the community • Learn what worked in the past • Schedule early • Pay attention to community specific sessions / meetings

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Day 22: It's Marketing, too

• Balance between being part of the Community and IBM representative

• Leverage Community Members, responsibly • It's so individual • Look for the win/win, it's the only way

• Never underestimate the value and knowledge of the community

• Make sure to bring back what you learned

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Day 30: Raise awareness inside

• BIG part of the job • Community Activities are a great channel for IBMers

• Development / Design • Marketing • Sales • .. but be responsible

• The Community benefits, too • Common activities • Great channel inside for issues / requirements !17

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Day 46: IBM Connect Saturday

• 10 minutes at the bar beat 100 emails • Be social / approachable / personal • Most valuable community time happens outside of the

agenda

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Days 47-51: A very intense conference• Hands on beats virtual • Leverage social media

• Twitter • Foursquare

• Facilitate communication with IBMers • Social time is invaluable

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Day 52: Back home, now what?

• Keep the ball rolling • Foster new relationships • Follow up • Continue discussion

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Day 62: First webcast• Promote through all channels • Pick good topics and speakers • Include relevant news from a variety of sources • Involve Community Members

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Day 75: I get to go to Engage!

• Travel is part of the job • Broaden your scope

• Key note support • Event planning • Speaking engagements

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Day 95: It feels like a reunion already

• So good to see everyone • Come with a plan • Learn from previous face 2 face meetings • Jump right in • Gather feedback • Plan future activities

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Outlook - Day 101: So much to learn, so much to improve

• Gather feedback • Survey • 1:1s, also outside of events

• Be more active with the broader group • Push information, responsibly

• Be aware, collaborate and learn from other communities

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Thank you! !

Here’s to many more 100s! !

Questions? Comments? Feedback?

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