Presented at the Enterprise 2.0 Santa Clara Conference, November 2011 Congratulations - you are a new community manager! Now what? Common advice says to “Focus on goals” and “It’s about people”. But how do you translate these concepts into an action plan? Bring your questions. And be prepared to hear practical advice on how to tackle critical factors for success. Attendees will learn about important drivers for community success: - Goals: Identify corporate and member goals - Use the goals drive design and feature selection - Pitfalls to avoid - Governance: Balancing legal requirements with user experience

1. Trisha Liu
@mor_trisha
gplus.to/trishaliu
The Community BackChannel
Enterprise 2.0 Workshop
Community Management Toolkit
Topic 1: Community Management 101
Santa Clara ~ November 2011
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What is Community Management?
Photo credit: Mycael
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Community Management:
The discipline of ensuring a
productive community.
- Rachel Happe, @rhappe
The Community Roundtable
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Healthy
Photo credit: Edson Hong
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Growing
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Valuable
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Successful
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Why is Community Management
important?
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If you build it…
…you must maintain it
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Who can help maintain what
you have built?
Community Managers!
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Oversee
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Nurture
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Measure
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Assess
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Refine
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Who are community managers?
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Tour guide
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Concierge
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Gardener
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Helpdesk
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Piñata
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Cheerleader
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…and cleanup crew
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Image credit: Dion Hinchcliffe
http://i.zdnet.com/blogs/community_manager_large.png
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What drives community managers?
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Service focus
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Goooooooal!!!
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Translator
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Activity
• 10 Minutes to Answer
• Scenario:
 Goal: ‘capture knowledge’
 Activity change: Turn off email
distribution lists and move them into
the community
• Answer: Group
1. What goal do you want to achieve? Activity
2. What actions support the goal?
3. How can the actions change to
support the goal?
4. What training and messaging can
be driven?
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30. THANK YOU!
Trisha Liu
#cmtybc
@mor_trisha
gplus.to/trishaliu
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Appendix
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What is Community Management?
Community Management is the discipline of ensuring a
productive community.
Qualities of a productive community:
• Healthy
• Growing
• Valuable
• Successful
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Why is Community Management important?
If you build it, you must maintain it.
Think of a baseball stadium. Once you build it, you cannot
neglect it. If you do:
• Grass will die or turn into weeds
• Light bulbs will burn out
• Concession stands will run out of food
• Seats will get dirty
• Trash will pile up
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What do Community Managers do?
• Oversee
• Nurture and grow
• Measure
• Assess
• Refine
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Who are Community Managers?
• Tour guide
• Concierge
• Gardener
• Helpdesk
• Piñata
• Cheerleader
• Cleanup crew
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What drives Community Managers?
• Service focus
• Focus on goals
• Translate goals into actions
• Make sense of the goals and actions
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References
Inside the Mind of a Community Manager
http://blog.getsatisfaction.com/2011/01/24/community-
manager/?view=socialstudies
Online Community Manager graphic, Dion Hinchcliffe
http://i.zdnet.com/blogs/community_manager_large.png
http://blogs.zdnet.com.Hinchcliffe
Community BackChannel
http://community.thebrainyard.com/index.jspa
The Community Roundtable
http://community-roundtable.com/
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