Ben Leong from Quiip examines the ways that good moderation practice can support the use of social media by health promoters and other organisations. Presentation from DrugInfo seminar: Leveraging social media. Melbourne, Australia, 16 July 2013

1. COMMUNITIES
WORKING WITH
ONLINE
Ben Leong

2. - Community Manager @ Quiip
- SME & Government clients
- PhD in progress via RMIT & Smart Services CRC
- Over 10 years experience managing forum communities
Email: benl@quiip.com.au | Twitter: @morsla
ABOUT ME

3. NEW COMMUNITY
CREATING A
1 2
EXISTING
COMMUNITIES
WORKING WITH
TWO SCENARIOS

4. SURFAC
E
BENEATH THE
•PLANNING
•MODERATION
•ASSESSMENT
•EVALUATION

5. STRATEGY MATTERS!
WHY?
are you
establishing a
community
WHO?
are the
members you
want to attract
HOW?
will you achieve
your objective
and purpose
WHERE ?
will the
communit
y
be located
WHAT?
do you
want to
achieve
WHEN?
does the group
need to be
activated

6. SCENARIO 1:
CREATING A NEW COMMUNITY

7. COMMUNITY
?
WHY BUILD A
•LONG-TERM ASSET
•CONTENT & CONTROL
•BETTER ABILITY TO ENGAGE WITH MEMBERS
•BETTER MODERATION FUNCTIONALITY
•USER-GENERATED CONTENT
•CUSTOMER SUPPORT

8. WHEEL?
ARE YOU
REINVENTING THE

9. GHOST
TOWN
DON’T BUILD A
•CREATE A CULTURE
•SET THE TONE
•CREATE A WELCOMING SPACE

10. PITFALLS
WATCH FOR COMMON
•TOO MANY CHANNELS
•GROWING PAINS
•HIJACKED DISCUSSIONS
•MODERATION ISSUES

11. SCENARIO 2:
WORKING WITH EXISTING COMMUNITIES

12. COMMUNITIES
?
WHY WORK WITH
EXISTING
•AVOID WASTED EFFORT
•FIND AND ACCESS EXISTING
RESOURCES
•GRASSROOTS ENGAGEMENT

13. EVERYBODY?
WHERE IS
•UNDERSTAND YOUR TARGET AUDIENCE
•FIND RELEVANT COMMUNITIES
•LOOK FOR SIMILAR PLACES

14. HEARD
MAKE YOURSELF
•RELEVANT CONTENT
•PRESENTED IN THE RIGHT PLACES
•TO THE RIGHT PEOPLE

15. MINIMISE
BACKLAS
H•OBSERVE BEFORE JUMPING
IN
•UNDERSTAND LOCAL
CONTEXT
•ADD VALUE

16. START
SMALL
GROW
ORGANICALLY
ADD
COMPLEXITY
AS NEEDED
REVIEW
AND ADAPT
YOUR PLANS
KEEP IT
SIMPLE
BE
STRATEGIC
6 COMMUNITY MANAGEMENT TIPS

17. THANK YOU & GOOD LUCK!

18. QUIIP.COM.AU | @QUIIP
SWARMCONFERENCE.COM.AU | @SWARMCONF

19. IMAGE CREDITS
The following images were sourced from Flickr,
and are used here under a Creative Commons 2.0 licence
•SLIDES 1 & 11:
http://www.flickr.com/photos/jamescridland/613445810/sizes/l/in/photostream/
•SLIDE 4: http://www.flickr.com/photos/horiavarlan/5124249670/sizes/l/in/photostream/
•SLIDE 6: http://www.flickr.com/photos/myboogers/5625827126/sizes/l/in/photostream/
•SLIDE 8: http://www.flickr.com/photos/noshit-mag/4605220117/sizes/o/in/photostream/
•SLIDE 9: http://www.flickr.com/photos/amylovesyah/4434437966/sizes/l/in/photostream/
•SLIDE 10: http://www.flickr.com/photos/komponisto/1250485784/sizes/l/in/photostream/
•SLIDE 12: http://www.flickr.com/photos/dcoetzee/8444406962/sizes/l/in/photostream/
•SLIDE 14: http://www.flickr.com/photos/fulbert05/2403344636/sizes/l/in/photostream/
•SLIDE 17: http://www.flickr.com/photos/15132846@N00/8197868606/sizes/l/in/photostream/