la figura de l'e-moderador del programa idea-cops del regne unit, d'steve dale
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XIII Seminari Compartim. L'e-moderador i altres nous agents de coneixement a les organitzacions. Barcelona, 21 de setembre de 2011TRANSCRIPT
The Role of the Facilitator/ e‐Moderator in Building & Sustaining Communities of Practice
Stephen DaleStephen Dale
Collabor8now LtdCollabor8now Ltdwww.collabor8now.comwww.collabor8now.com
XIII Seminari CompartimL’e-moderador i altres nous agents de coneixement a les organitzacions
Barcelona, 21 setembre 2011
Why the bunny?
http://www.communities.idea.gov.uk
What does a healthy Community look like?
Conditions for a healthy CoPclear purpose – what will it be used to do?a safe and trusted environmentcommitted core group of active participants motivated participants understanding the needs of participantsa clear action plan with activities to meet needsblending face‐to‐face and online activities
Nurturing and sustaining the CoP
requires efforteffort and energyenergy
from a skilled FacilitatorFacilitator/e‐
Moderator
How Healthy Is Your CoP?
The community will have a rhythm of activity
Act
ivity
http://steve-dale.net
Understanding the rhythm helps you keep with the beat!Understanding the rhythm helps you keep with the beat!
Community Metrics
http://www.communities.idea.gov.uk
Monitoring the health of an online CoP using Google Analytics
Keeping Your CoP Healthy
CoP Health CheckSymptom Actions
No participation or activity.No new documents or links posted No new discussion threads, announcements or news
•Post new content, requesting feedback and comments to elicit new conversation. •Remind people to set alerts for the site.•Talk to members to find out what people are working on and ask people what they would like to see on it.
Activity only by a few people •Call or email members who haven’t participated for a while; find out why they haven’t been participating. Use those conversations to elicit new content and encourage contribution.•Be sure that the people who are not contributing understand how to use the tools. Never assume that tools are “intuitive” to everyone, or that everyone understands how to use them.
People use email instead of posting questions and discussions on the CoP
•The email habit is a hard one to break. If the goal of the community is to capture all the relevant discussions for future use, then the community facilitator needs to take a strong stand with members. •One way to do this is to make a public statement that no questions sent by individual email will be answered, but that questions posted to the community will always be answered in set time.•Another approach is to respond to all email questions by asking the requestor to post the question in the forum.
Sudden drop in discussions where there was previous activity.
•Review the postings for potential “flaming”. Edit the discussion threads to remove inappropriate comments (and state that you have done so). Speak with the people who have posted and clarify the norms for participation of the community.
Another community is focused on the same topic.
•If the members of the other community are current or previous members of your community, talk to them about why the community isn’t meeting their needs. If they do want to take a specific focus, then be sure that you have set up cross-linkages to the other community sites, and are referring people back and forth as needed.•If the new community consists of people who are not participating in the current community, ask some of the same questions. See if there is sufficient overlap that the new community might be better managed as a Sub - CoP of the current site or a merger between the communities
Source: http://www.communities.idea.gov.uk/
The Online Facilitator/e‐Moderator
polls
surveys
health checks
management reports
Community MetricsCommunity MetricsCommunity Metrics
social network analysis
Google analytics
Community ManagementCommunity ManagementCommunity Management
moderation
rewards & incentives
rule enforcement
connecting people
back-channel engagement
forum seeding
comments
blog posts
new member welcome & induction
newsletters
e-bulletins
OutreachOutreachOutreachcampaigns
Professional DevelopmentProfessional DevelopmentProfessional Developmentnetworking
identifying good/best practice
attending events
participate in SIGsContent ManagementContent ManagementContent Management
updating FAQs
managing tags, categories, themes
taxonomy management
deleting & archiving
updating links & navigation
Business PlanningBusiness PlanningBusiness Planning alignment with business priorities
purpose, goals
Platform ManagementPlatform ManagementPlatform Management
upgrades & improvementsfeature selectiontools/apps &
how to use them
Slide re-worked from an original by Dion Hinchliffe
What happens if you remove the e‐Moderator?
http://tomhumbarger.wordpress.com/2009/01/13/the-importance-of-active-community-management-proved-with-real-data/
Intervention Strategies
Welcome them, give them pointers on getting started, suggest topics
where they might participate, and tell
them about any interesting
upcoming events.
Provide some reward to those who
make the effort
From stranger to passer by
Make personalised invitation
From lurkerto participant
From participant to regular
From passer by to lurker
Engaging and Retaining membersMake potential
members aware of your community
Building content that will attract members
Encourage members to bring in
interesting participants
Send an email to new members within
24 hours of their membership
Highlight community
content
Create "small steps" for
encouraging participation,
posting regular questions or
forum answers
ALWAYS greet newcomers, and encourage other
community members to
welcome them.
Write a regular newsletter
highlighting your site and community
People return to places where they
find a group of people to talk to. If you do not have
such a place, you will not be able to retain members.
Facilitate members to find people to
talk, through personal profiles,
highlighting member interests,
discussions, and so on.
Source: http://www.communities.idea.gov.uk
Engagement Strategies: Hot seats• Can be used to attract new
members to the community.
• Enables participants to ask the person in the hot seat (usually an expert in their field)
questions, to which they can respond over a set period of time.
• Normally run using the forum, but they can also be run as a
phone conference, webinar
or interview
Source: http://www.communities.idea.gov.uk/
Engagement Strategies: Newsletters
Social Network Analysis tools provide insight and prompt questions
““I frequently or very frequently receive I frequently or very frequently receive information from this person that I need to information from this person that I need to do my jobdo my job.”
Hotsea
tsNe
wslett
er
Use a variety ofBlo
gs
Polls
partic pationi
Hot
Topics
Face-t
o-
Face
http://www.communties.idea.gov.uk
Where does the Facilitator/ e‐Moderator go for help?
Summary
• Monitor the health of your CoP
(e.g. CoP
Health Checklist)
• Understand what interventions are required for different symptoms
• The facilitator/e‐Moderator can be the key to a
successful and healthy CoP
• …but it’s hard work and requires lots of energyenergy……
When setting up and managing a CoP, remember that…
batteries are not included!
Questions?
http://twitter.com/stephendale
Personal Blog: http://steve-dale.net
Corporate blog/website: http://www.collabor8now.com
Email: [email protected]