Three essential questions about community management


Try your hand at these three questions about community management. My answers are below to give you some inspiration!

Q1. What has been the biggest surprise you’ve had while community manager, during the process of building your community?

The degree of difference there is between growing a conventional website and an online community, where the success depends so much on engaging people and sustaining that engagement. While it’s true that ‘build it and they will come’ doesn’t apply to any website, this is particularly true for communities where you need to attract not just readers but contributors who are willing to take time and effort to provide their ideas and feedback.

Q2. In your opinion, what are the top 3 ingredients for building a great community?

1. The community should have a clear audience with a clear purpose with which to serve them in mind.

2. The community manager must know how to nuture an online culture based on reasoned debate and knowledge sharing, from implementing a clear and consistent use of community guidelines on the one hand, to an effective strategy for balancing the needs of both top contributors and the majority of readers on the other.

3. The community manager must know to capture metrics of success, and be able to convey these at all levels of the business to demonstrate the value of the community especially in terms of ROI.

Q3. In your opinion, what are the top 3 skills required to be an effective community manager?

1. Know how to create the conditions which optimise the emergence of valuable conversations between members, so-called ‘golden nuggets’ of information, so that quality as well as quantity of participation is clearly demonstrated, balancing the needs of the organisation with the needs of the community.

2. Excellent organisational skills as so much of good community development involves successful co-ordination of a wide range of tasks, from listening to community feedback and raising that with technical developers through to implementation, to promoting the benefits of the community through online and offline marketing.

3. A passionate ability to see the value of the community in every aspect whether it’s valuing contributions from the smallest comment to the most in-depth blog post, or balancing the value of individual top contributors with the importance of aggregate indicators of value such as content views, so that they all can harnessed to contribute to meeting the business objectives of the community.

The rise of DIY patient communities


Nice video on the rise of social networking and communities led by patients, featuring the US-based CureTogether as a prime example. It’s a patient-led site where you can: “Compare your symptoms, choose treatments and uncover triggers that might be affecting you. Get ideas you can bring to your doctor. Track your progress toward feeling better and connect with others working on the same health issues.” Wonder if there’s anything as empowering as this in the UK?

How best to join the online conversation?


Yesterday’s seminar organised by the BCS Consultancy SG and the BCS ELITE Group on ‘Customer Engagement‘ was in the prestigious Victorian setting of the English-Speaking Union, a fine location. The two presenters, David Butler and Alistair Russell, introduced to the collected CIOs from businesses and organisations ranging from Shell to the NHS Care Quality Commission (& check out their new website design), the value of ‘joining the conversation’ – listening and responding to customer conversations. One facet I found useful was the discussion about how CIOs could better involvement themselves in such initiatives, working with marketing directors (CMOs) to make sure great ideas for engagement deliver on a practical as well as conceptual level. For my part  as a freelance consultant I was fortunate to talk to a senior guy from Shell who reminded me about the value of communities of practice for global companies looking to give their people on the ground access to the wisdom of their crowd, coming up with solutions based on tried and tested approaches to  problems from other teams, rather than re-inventing the wheel. The short video I posted on the SiftGroups site back in August about the experience of Rio Tinto is  a nice introduction, providing a practical example of how this works, as well as some ideas about communities of practice.

[Update: 26 Jan] Of course I was aware that many influential social media gurus regard IT managers as significant obstacles to the uptake of these tools, as the quote from Euan Semple nicely encapsulates in his ten definitive social media tips for 2010, which just popped into my inbox:

IT is the single biggest block to getting social media going. IT staff could be such enablers but they’ve largely been employed to replicate the hierarchical command and control structure that most organizations pretend is actually running them.

I see a big potential opportunity for the BCS in leading on ways to educate all sides in this debate on the positive role for IT managers.

#otscampaign to you


So what gives on the so-called OTS campaign? Firstly, I read a hard-hitting piece in the Charity Times from the National Coalition for Independent Action which quoted an open letter to the chief executives of the five national bodies, which have endorsed the revised National Compact, launched on December 16:

Dear Stephen, Debra, Stuart, Kevin and Justin,

We write this open letter to you, having been confronted by your ringing endorsement of the ‘Refreshed Compact’.

Over here at the NCIA we have long taken a critical view, both of the Compact and the industry that has been created to promote its goodness and effectiveness. Nothing has changed in that department.

The Compact is still a fig leaf for unequal power relationships.

But the reason why we are now spending time on it is because the whole ‘refresh’ process, culminating in the December 16th launch and your own contribution to this, so vividly illustrates what we have been complaining about in the sector for the last three years.

The relentless orthodoxy that there is only good news out there; that the sector is thriving and partnerships with government and their agents at local level are harmonious, successful and effective; and, that any disagreement with this version of events is seen off as misinformed, mischief-making or ignorant.

What we see is a rather different picture, in which a large amount of public money has now been spent on the Compact good news industry, and where the new version of the document:

pretty faithfully reflects what the government wants it to say;
was built on a grossly inadequate consultation exercise (79 responses from 179,000 charities – never mind the hundreds of thousands of non-charitable community groups) and involved ignoring the views and recommendations of some of those most closely involved in the process (via the Compact Refresh Panel);
has ended up with a worse document to the one that preceded it, which focuses on the procurement/contract/privatisation agenda, marginalises (again) the community sector, and totally dumps equalities issues;
retains the voluntary code idea that all good people will, of course, take their Compact obligations seriously, so obviously flying in the face of the evidence;
and, to add a chilling Orwellian echo, promotes the reclassification from the Single Equalities Bill of ‘people with protected characteristics’.

Meanwhile state agencies (right up to the OTS Minister herself) continue to ignore or flout Compact compliance and the bulk of the sector remains quite unsurprised by all this, having long since realised that the Compact, despite its tactical use by a few plucky local activists, is hardly at the cutting edge of helpfulness in their relationship with statutory agencies.

Even the evident focus on public service privatisation and the sector’s assumed role in this, is naïve and will be seen to be ironic, for 2010 will see the beginning of savage public expenditure cuts.

Meanwhile I read in Third Sector NCVO chief exec Stuart Etherington claims charities which lost money after pitching for funding, later withdrawn by the Office of the Third Sector (hence the ‘OTS campaign’ or ‘#otscampaign’ on Twitter) was ridiculed by the same department. Like I said, what gives?

The Office of the Third Sector has denied claims by umbrella body the NCVO that it has rejected compensation applications from charities that should have received grants under the abandoned Campaigning Research Programme.

The £750,000 fund, which aimed to help small charities campaign, was cancelled at short notice last November by third sector minister Angela Smith after 32 successful applicants had already been promised funds. The money was redirected to the Hardship Fund.

The charities were told at the time that they would be compensated for expenses of up to £1,000 they had incurred in applying to the fund. The NCVO said it understood that most of the compensation applications had been rejected because the applications did not fulfil the OTS’s guidelines. It said one charity, the Manchester Disabled People’s Access Group, had submitted a claim for just over £1,000 but had only £3.96 approved.

Ruth Malkin, the general manager of MDPAG, said she had already submitted her expenses twice because she had been told by the OTS that she had done it incorrectly the first time. “I sent them what I thought they had asked for, but a lot of the work is quite intangible,” she said. “I sent them the minutes of our planning meetings, but I was a bit naïve: I thought they would be falling over backwards to get us this money.

“Who knows what we are going to get and when?” she said. “I have never been treated this badly before. It was irresponsible of the OTS to set up a project that they didn’t have proper permission for and had to be cancelled.”

Stuart Etherington, chief executive of the NCVO, said the Government was continuing “to make an embarrassing botched job” of ending the project. “We understood that the Government would be flexible in covering expenses for these grassroots organisations and appreciate that it would not always be possible to document legitimate time spent on this through official receipts or papers,” he said.

“We are extremely concerned that many of these small charities will be left out of pocket because they simply do not have the resources to pursue this through an ever-increasing number of Government hoops.”

A spokesman for the Office of the Third Sector said: “This is completely ridiculous. We have not rejected any claims. Where organisations have provided no evidence, we have asked them to do so. It would be wrong to spend public money without properly accounting for the expenditure.”

This post is about community yesterday & today


I tweeted earlier today to say I was going to try something ambitious – to post on the general subject of online community, on Martin Luther King Jr Day. The reason is partly because this time last year I wrote a very short post which recalled the 30th anniversary of Dr King’s death, where I was there with BBC reporter Maurice Walsh to help report on the event. In fact while I’d pitched it to BBC R4, they decided to scrub the story in favour of the more current Clinton impeachment. Anyhow, of course there was and is still controversy about King’s death; and at an event in a Memphis church I went to I recall hearing an impassioned speech by Bill Pepper. What also stayed in my memory was the words of a Memphis friend who basically said to Pepper at the end of the event that kind of speech may have worked then, but now there was no such thing as ‘community’ anymore for it to connect with.

I’d forgotten this until recently when I read this piece by John Michael Greer on eco-energy activism (for want of a better term) which questioned the unthinking use of the term community when in social movement terms it is no longer something a lot of people are prepared to invest time and energy in: “The problem we face now, though, is that uncomfortable looks, scuffing feet, and abstracted gazes out the nearest convenient window are no longer adequate responses to a situation that’s rapidly spinning out of control. The costs of community may not be something most of us want to pay, but in the world that is taking shape around us, the alternative for a great many of us may be much worse.”

It’s a curious conclusion for some progressives I guess set against the optimism of Clay Shirky in ‘Here Comes Everybody’ who sees in the Obama Campaign or the fight against HSBC fees organised on Facebook, the power of online communities to connect people together in a common cause. But after a year in the online community field working at the ICAEW during the biggest financial crisis of modern times, and another year working in helping organisations including NCVO launch online communities, it’s worth asking whether or not online communities are the answer to help facilitate change from ‘below’ amongst the many other things people spend their precious time with, including launching businesses and simply having fun? I certainly believe so. But also don’t forget the importance of key individuals, nor the positive way that communities currently exist in their heterogeneity, which need to be factored into how to grow communities online. All too often it’s easy to take an old-fashioned view of how to build communities online. But just because it’s easier for people to get together online doesn’t mean they’ll necessarily interact any differently than offline. What do you think?

How to radically reduce your R&D costs


The answer to how to radically reduce your R&D costs is to involve customers in the product development cycle, using social tools as well as face to face meetings. That’s the powerful experience of ‘community chick’ Dawn Lacallade of SolarWinds, the US-based web-based network management software people at yesterday’s Telligent webinar. For your consideration I screen-grabbed the slide in question below, and should have the full set online shortly.

How using social tools to involve customers can reduce R&D costs

In summary, thanks to this intro text on the Telligent blog, SolarWinds has been able to lower costs, increase profits, and speed product enhancements by focusing on these core areas: (1) Aligning multiple departments around one community (2) Evaluating metrics that tie to company objectives (3) Monitoring growth and participation (4) Identifying influencers, contributors, and connectors.

I also liked the fact that when quizzed as to why there was a 30% involvement rate of staff in the community Dawn said this fitted their community, but it was for each business to find the balance right for them – neither swamping a community nor under-supporting it.

Full set of slides and notes, and a recording of the webinar here.

Google Docs move on apace


Looks like 2010 really is shaping up to be the year that having your company docs online really became irrestible, thanks to Google once again with its Google Docs (‘microsoft office if it had way less features, online’) as reported in TechCrunch:

“Alrighty then. Putting that aside, you can soon upload any file type at all to Google Docs, not just the dozen or so Office formats that the service allowed as of yesterday. Video files. Images. Audio Files. Even Zip files. As long as those files are 250 MB or smaller, you’re good. The new feature will roll out over the next several weeks, says Google”.

This year’s Question is “How is the Internet changing the way YOU think?” Not “How is the Internet changing the way WE think?”


The Edge Annual Question — 2010

Personally, for 2010 it’s not how it changes the way I think – but how it helps me change the way I act.

HOW IS THE INTERNET CHANGING THE WAY YOU THINK?

Read any newspaper or magazine and you will notice the many flavors of the one big question that everyone is asking today. Or you can just stay on the page and read recent editions of Edge …

Playwright Richard Foreman asks about the replacement of complex inner density with a new kind of self-evolving under the pressure of information overload and the technology of the “instantly available”. Is it a new self? Are we becoming Pancake People — spread wide and thin as we connect with that vast network of information accessed by the mere touch of a button.

Technology analyst Nicholas Carr wrote the most notable of many magazine and newspaper pieces asking “Is Google Making Us Stupid”. Has the use of the Web made it impossible for us to read long pieces of writing?

Social software guru Clay Shirky notes that people are reading more than ever but the return of reading has not brought about the return of the cultural icons we’d been emptily praising all these years. “What’s so great about War and Peace?, he wonders. Having lost its actual centrality some time ago, the literary world is now losing its normative hold on culture as well. Is the enormity of the historical shift away from literary culture now finally becoming clear?

Science historian George Dyson asks “what if the cost of machines that think is people who don’t?” He wonders “will books end up back where they started, locked away in monasteries and read by a select few?”.

Web 2.0 pioneer Tim O’Reilly, ponders if ideas themselves are the ultimate social software. Do they evolve via the conversations we have with each other, the artifacts we create, and the stories we tell to explain them?

Frank Schirrmacher, Feuilleton Editor and Co-Publisher of Frankfurter Allgemeine Zeitung, has noticed that we are apparently now in a situation where modern technology is changing the way people behave, people talk, people react, people think, and people remember. Are we turning into a new species — informavores? — he asks.

W. Daniel Hillis goes a step further by asking if the Internet will, in the long run, arrive at a much richer infrastructure, in which ideas can potentially evolve outside of human minds? In other words, can we change the way the Internet thinks?

What do you think?

Where does innovation come from?


Ask yourself where does innovation come from?

Is the answer:

A. The likes of Microsoft at the CES in Las Vegas?

B. The likes of Apple who didn’t bother with Las Vegas?

C. Companies developing products for the developing world first?

D. The likes of OLPC’s Version 3?

E. All of the above?

Essential online community blog posts of 2009


My blog posts of 2009, from how to reward top contributors to discussion about community metrics to grow your community, bullet pointed for you below. Here’s to a successful 2010 with more thoughts on online community, & with a special eye out for enterprises investing in communities for their employees (and what that might mean for internal communication professionals).