5. How Do You Feel About Online Communities?
• A dangerous place full of weirdos
• A scary place full of teens who speak in a language I
don’t understand
• A useful place to go for specific information (e.g. support
forums)
• A wonderful way of connecting with people all around the
world who are on my wavelength
• A place which enables me to interact with my customers
6. Why have a Community?
Market
Research
R&D
Collaboration Community
Evangelism
Customer
Service
7. Community Management
Growing Building Nurturing
Negotiation Strategy
Conflict Management
Facilitation Collaboration
8. Why Community Management?
Main challenge faced in building a community?
People don’t behave the way you expect or want them to
9. Community Management is the Answer
Tools
Allow for free and easy communication
Leadership
Encourage the behaviour you want to see in the community
Culture
Ideas and egos are fragile, so create a safe haven
Community Management allows the shaping of all of the above
17. Make It Valuable
• Demonstrate the value of community
membership
• Look beyond the obvious
• Communities create a stickiness
• Think long term
• Let Your Members Promote
18. Build the Right Community
• Look after your garden
• Protect membership from
sales
• Promote thought leadership
• Encourage positive
outcomes
19. Build the Right Community
• Size Matters
• Men & Women Participate
Differently
• Social media &
community are not the
same
20. Be Realistic
• Building communities takes time
• Win small victories
• Build guidebooks or playbooks
21. Support Community Managers
Your community manager
needs authority
Acknowledge the often
overwhelming nature of the
community manager role
22. Setting Expectations
• Have moderation staff available 24/7 in shifts where
possible if the community is active around the clock
• Try not to post in the forum on off hours
• Implement automation where possible
• Encourage forum members to help others
When building a new community, it is critically important
to set the availability expectations with customers upfront
32. 9. Empower your champions
• Publicly recognised as your power users
• Can act as your eyes and ears
• Get moderator status
• In return, you share freebies/discounts/special
offers with them