Viral loops as a subset of feedback loops in social media


I like Jeremiah Owyang’s matrix with the embedded point about the viral loop value, to drive engagement in advanced integration of one’s corporate site with your social media strategy.

Accords with my views on how to grow online communities (where I’ve seen viral loops are a subset of feedback loops) – so using such a strategy both in the viral sense as above with with users, and in terms of establishing feedback loops with top contributors.

Any circuit-design type simulators out there which could plug into your web analytics data to allow you to test out viral campaigns?

I sketched this out a bit more on a recent slideshare: http://www.slideshare.net/stuartgh/feedback-loo…

It’s also worth reading the comment from Bert DuMars on the value of using consumer generated product reviews published on one’s site as a powerful feedback loops for driving performance:

When you integrate CGP reviews into your branded website you are inviting additional conversation about your products and services. You are opening up to your consumers and allowing them to begin a conversation with you about what they like and do not like about your products.

If you are open and honest (showing both positive and negative reviews) you not only learn how to improve your products and services, you are given the opportunity to show that you care about your consumers. We have seen culture change at our Rubbermaid and Dymo brands based on CGP reviews.

We can respond faster to feedback, especially negative, and reach out to consumers to learn what went wrong. We can then adjust the product or service based on that feedback. Think of it as an ongoing, near real-time, feedback loop and a gift from your consumers.

Who believes in the 90-9-1 rule?


A second question on LinkedIn from Dr Michael Wu, Principal Scientist at Lithium Technologies:

Is there something more accurate and precise than the 90-9-1 rule out there? IMHO, Lorenz Curve and Gini Coefficient. Do you know anything else? The Economics of 90-9-1

My answer as part of yesterday’s Online Community Manager group discussion kind of sums up where I’ve got to after reading Dr Wu’s blog previous post and this latest one:

I like the approach you have using economics-based models. I’ve come at it from a more particpant-observer type sociological point of view, so what I’d like to see is for your analysis to return a new ‘rule of thumb’ based on your in-depth data analysis.

The 90-9-1 rule is useful to community managers because it helps provides a starting point for understanding, as Arantza says above. For example it would be useful to know from a practical point of view whether for more open communities (as opposed to niche market research or project based communities) the 90-9-1 is a useful tool for helping launch a new community.

It’s partly about creating a social dashboard that can explain to a member of senior management why a certain kind of community activity may help or hinder greater participation.

I did this kind of work previously in the National Health Service, creating simple reports on the success of a national public health initiative, which worked well for senior managers (government ministers in that case).

So I come back to the challenge, the age old relationship between lab & fieldwork if you like, what would be the new rule of thumb/thumbs?

I’ve chosen to highlight multiple feedback loops as a useful tool, to help drive top contributors for example (taken from the HP Labs research), but I take your point that for commercial ROI purposes more precision is required. To put it another way in such a dynamic social context how does precision allow you to create heuristics for day to day community management?

Do you believe in the 90-9-1 rule?


A question on LinkedIn from Dr Michael Wu, Principal Scientist at Lithium Technologies:

Do you believe in the 90-9-1 rule? Do you think it is a hard and fast rule, or do you believe that it is just a rule of thumb?

What do 10+ years of data across 200+ communities say about the 90-9-1 rule? http://is.gd/aNWvx

My answer as part of the Online Community Manager group discussion kind of sums up where I’ve got to, hence why I thought it worth reproducing here:

Hi Michael,

It’s getting a little late on Friday evening here in the UK but I wanted to share my experience in case it’s of use to you.

I tried to use the 90-9-1 rule as a heuristic to help guide community development here: http://www.siftgroups.com/blog/heuristic-tools-help-community-managers – and used that rule of thumb in designing a drupal-based community metric package to help monitor the balanced between readers and contributors in various facets of measurable development.

In addition I believe it’s worth considering the value of designing feedback loops, so that your top contributors for example are rewarded for their efforts. I did a slideshare sketching out that concept here: http://www.slideshare.net/stuartgh/feedback-loops-3363641 – in fact that got me thinking about the broader topic of ‘viral loops’ but that’s another story with I was sharing with some great people at the Social Media World Forum in London this week.

Otherwise thinking about the 90-9-1 rule also has underlined to me recently the value of measuring offline use of online communities, especially to the majority of ‘readers’. I’ve blogged on that aspect here: http://www.stuart-hall.com/2010/02/08/measuring-e2-0-evolution-of-hello-bah-com/

Hope that’s of use.

Cheers,

Stuart G. Hall
@stuartgh

PS: I’m off on a skiing today but hopefully I’ll get chance to read Dr Wu’s in-depth piece on the subject when I get back from Rauris in Austria!

Pic from Ava Maria Seven’s photostream.

Telligent Community is on the move!


Telligent has announced the availability of Telligent Community 5.5 and Telligent Enterprise 2.5.

The new releases include enhancements around extensibility, performance, flexibility and ease of adoption and represent the company’s ongoing commitment to innovation in the areas of community and collaboration software.

  • Telligent Community is an external-facing community application that enables organizations to listen to, learn from and improve conversations with customers, partners and prospects.
  • Telligent Enterprise is an internal collaboration software application that promotes a productive and efficient corporate culture. Collaboration between employees is kept private and secure

Both products are built on Telligent Evolution, an award-winning collaboration and community platform that enhances integration and allows organizations to create applications to meet specific business needs.

In addition, the following will be released in March 2010:

  • Telligent Analytics 3.5 provides dramatic improvements in performance and ease of use to our comprehensive analytics software that allows organizations to quantify user engagement both inside and outside of their communities.
  • Telligent Evolution Platform SDK provides development capabilities to extend the existing applications and build new applications on the Telligent Evolution platform. It enables customers and partners to easily integrate the Telligent Evolution platform with enterprise systems, such as Microsoft Office SharePoint Server (SharePoint), which organizations already depend on for content management, document management, customer relationship management and other specialized functions.

Telligent will host a FREE live webinar and product demonstration featuring Telligent founder and chief technology officer Rob Howard on: Thursday, February 18, at 11 a.m. Central US time (5pm GMT).

You can register for the event here: http://tinyurl.com/telligent-webinar

On another note I am also pleased to let you know that Telligent was recently named an InfoWorld 2010 Technology of the Year Award winner!

Each year, the InfoWorld Test Center picks the year’s best hardware and software for business and IT professionals. The winners represent the best and most innovative products to meet the test bench each year, leading the way in the data center, in the cloud, on the desktop, or in software development, security, collaboration, or mobile computing.

InfoWorld named Telligent Enterprise 2.0 ahead of both Jive and Socialtext, praising Telligent’s integration with SharePoint and ability to meld collaboration features with community sites both internal and external. Another high point according to InfoWorld was Telligent’s social analytics capabilities. In addition, InfoWorld predicts big things for Telligent in 2010.

You can read the full article here: http://www.infoworld.com/d/infoworld/infoworlds-2010-technology-year-awards-458?page=0,8

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.

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).

A brief visit to AuntMinnie


AuntMinnie, which has 148,000 members worldwide, is celebrating ten years of radiology journalism with a terrific giveaway of gifts depending on how long you’ve been a member.

On a smaller scale it’s worth noting that since I captured the vital statistics for its forum membership in mid-November (29604 Registered users have made 223898 posts in 13 forums. There are currently 27278 topics) that by 22 Dec it reads: 29827 Registered users have made 230030 posts in 13 forums. There are currently 27949 topics. That’s over 6,000 posts in just over a month. OK, fair enough. But remember the well-established 90-9-1 rule of thumb that around 5 to 10% of members contribute all the posts. So say around 200 people have created those 6,000 posts?

Lets remember what drives advertisers which are the lifeblood of these sites is the number of members, the reach. So the emphasis is not surprisingly on rewarding this aspect. And to be positive this has the benefit of rewarding the majority of readers of the site, rather than just the contributors. That said if Aunt Minnie is going to sustain its success for another ten years then how is it going to live up to billing in its meta description tag (the description you see under its Google listing) as the following:

“AuntMinnie.com is the largest and most comprehensive community Web site for medical imaging professionals worldwide. Radiologists, technologists, administrators, and industry professionals can find information and conduct e-commerce in MRI, mammography, ultrasound, x-ray, CT, nuclear medicine, PACS, and other imaging disciplines.”

So there, they see themselves as a community site. So how far are they to achieving that goal? From a community consultant view, the first thing to point out is that what they call community is the forum section, fair enough; not to be confused with ‘Communities’ which is where the separate specialties/technologies such as CT fall. By the way one thing about that, when you select one of these communities, you are presented with a series of news items that are clearly specific to that topic. Each of them clearly has a ‘Discuss’ link to respond to the content and post in the forums. What would help though is the forum post which opens to give you the option to either post a new thread (as it currently defaults), or to post in an existing thread. That way you are designing it with the needs of the contributor foremost.

Anyhow, looking at it from the top level of the forum there’s a few things that jump out at me (bearing in mind I don’t have access to community metrics for any of the sites I’m looking at). And the first is as you can see is the sheer volume of topics and posts which appears kind of daunting. So in the ‘Residents Digital Community’ discussion forum, leading the numbers, there are currently over 55,000 posts and nearly 8,000 topics! Phew. At the other end of the scale the ‘How to use these Forums’ discussion forum there are just 3 topics and 3 posts. That said at least the number of discussion forums, limited to 10, provides a kind of order. One small note is that the community stats say there are 13 forums, while just 10 are listed, so I assume 3 are private.

But what could be improved if not the information architecture, by placing the topic and post count in a less prominent position, is the display of contributor’s content which currently due to lack of space appears in a truncated format, while space is allowed for the individual moderator which is surplus at that level. Obviously AM staff are constrained by the software to some extent but surely a re-skin based on an information architecture review, even if it’s just at the top level, would be a worthwhile investment for its 10th birthday?

Member organisations and online communities


Different types of online communities require different approaches.  We hear a lot about consumer-driven communities with large numbers of members, or business to business communities for select professionals, but less of the needs of member organisation’s online communities. Understanding the needs of your audience, whether through intensive market research, creating personas of your typical audience types and their needs, or benchmarking what your competitors are offering, all has a part to play. What that doesn’t always give you though is a wider perspective on the specific needs of your member organisation…

The difference between B2C and B2B communities


Interesting comparison on the difference between B2C and B2B communities from B2B expert Vanessa DiMauro who says on the community managers’ forum e-mint: “B2B online community building is less common than B2C communities and is just starting to garner attention in the media. I have been working exclusively in B2B for many years and i can say the entire strategy, process, rules and metrics are very different than b2c.” Sound interesting to you too?

Worth also checking out Vanessa’s Leader Networks White Paper (pdf) on the subject of creating professional peer-to-peer communities.

One final thought from discussion on e-mint is that for B2B community management it helps if you have some business experience to bring to bear. For example Vanessa’s presentation makes clear B2B communities benefit from simple presentation, not overloading with information. One further issue would be to discuss the pros and cons of anonymity in this B2B space, and possibly the value of profiles. One to come back to, for sure.

See below for her slideshare on this subject:

Facebook Announces First-Ever User Vote on Terms of Service Changes


Great example from Inside Facebook of why consulting your community over core changes makes sense, after Facebook had a lrage scale revolt recently after unilaterally changing its T and Cs:

votingboothAs part of its new process for updating the site’s new Terms of Service documents, Facebook has announced the first-ever user vote on proposed changes. On April 16, Facebook will be posting revised versions of the new Facebook Principles and Statement of Rights and Responsibilities governing documents based on feedback it’s received since introducing them in February, and the voting period will run from April 16 to April 23.