Rethinking online community management.

1. Professional Community
Management
Rethinking Community Management

2. My Dream Job

3. Most community managers are
doing it wrong...

4. It’s time for a
Radical Rethink...

5. 1) The Community LifeCycle
2) Community Management
3) ROI

6. Why do we need to use
the community lifecycle?

7. Too many branded
communities...
$ % &
" #
!

8. We spend too much
time putting out fires

9. What does the
lifecycle track?

10. 1) Growth

11. 2) Engagement

12. 3) Sense of community

13. 4) ROI & Value

14. The Community Lifecycle
Inception Establishment Maturity Mitosis

15. Inception

18. Establishment

20. Maturity

24. Mitosis

25. Always have a plan...

26. community
What is
management?

27. Strategy

28. Growth

29. Four types of growth
1) Direct 2) Promotion
3) WOM 4) Search

30. Moderation

31. Create great
content

32. Events & Activities

33. Build Relationships

34. Integration

35. Technology

36. ROI & Value

37. Don’t be defensive...

38. “What’s the
ROI of your
mother???”

39. “What’s the ROI
of putting your
pants on?”

40. Precision is the enemy

41. Calculating ROI

42. 1.
Repeat customers (are people buying
more?)
2.
Increased loyalty (retention/trends)
3.
Cost reductions
4.
Research, development and feedback
5.
Unique revenue opportunities

43. Questions?