Thanks to the social web, people from around the world come together to share information and support. We build networks and join communities online when we need help or advice. Patients, caregivers, family, friends, and other supporters are increasingly taking part in online health communities to share information and find support. But you need an enabler, a community manager to have a thriving online community. This is my tutorial for building and sustaining a successful online community.

1. Community Management That Works
@colleen_young

2. My story

6. You need an enabler
“...if you can enable an environment in
which people can share, they will and the
benefits will entice others to join.”
~ Susannah Fox, Pew Internet &
American Life Project
From Susannah Fox’s Medicine 2.0, 2011 Keynote address

7. What is an online community?
A group of people who share a
strong common interest, form
relationships and interact online.

8. Ingredients to success
• Understand and establish your domain
• Build a sense of community
• Develop a strategy according to the
community’s lifecycle stage
Wenger E. et al., 2002.
Blanchard and Markus, 2004.
Iriberri A. and Leroy G., 2008.

9. Domain
is the strong common interest that
inspires people to participate in and
contribute to the growth of the
community.

10. Sense of community
• Belonging
• Identity
• Influence
• Attachment
McMillan and Chavis, 1986
Blanchard and Markus, 2004

11. Community life cycle
Iriberri A. and Leroy G., 2008.
Millington R. FeverBee.com, 2013.
2.
Establishment
3.
Maturity
4.
Mitosis
Death
1.
Inception

12. Inception
• Focus on growth
• Develop relationships with potential
members
• Nurture an active core group
• Foster tone and style
The community reaches critical mass when > 50%
of growth and activity is generated by members.
Millington R. FeverBee.com.

14. “...this forum [is] like a
big cosy blanket when I need
someone to lean on ...”

15. Establishment
• Focus on activity
• Deepen sense of community
• Broaden outreach
• Create content for and about the
community
50 to 90% of growth and activity is generated by
members.
Millington R. FeverBee.com.

18. Maturity
• Focus on scaling the community
• Maintain sense of community
• Assess and optimize processes
• Co-create content and develop
collective value
More than 90% of growth and activity is generated
by members.
Millington R. FeverBee.com.

19. Health Care Social Media Canada
 2.5 years
 6,978 participants
 95,982 tweets
 129 chats
Wednesdays at 1 pm ET
Last Wednesday of the month at 9 pm ET

20. Design by @AlainaBCyr | Data collection by @Colleen_Young & @AlainaBCyr using symplur.com
Data from Sept 2010 to Oct 2012 Complete infographic

21. Mitosis
• Focus on division and expansion
• Monitor for subcommunity
developments
• Consult community
• Conceive and establish new community
Repeat life cycle process for each new community.
Millington R. FeverBee.com.

23. Measure for success
Measure:
• Growth
• Activity
• Sense of community
In order to:
• Grow
• Improve
• Report value

24. What is community management?
Community Management
≠
Moderation
(it’s far more)

25. Thank you
Colleen Young
www.colleenyoung.com
@colleen_young
colleen@colleenyoung.com