This is a presentation from "The Big Social 2011" which was presenting by myself, Bill Johnston from Dell and Dharmesh Singh from Microsoft about how to take your community program Global.
UiPath Community: AI for UiPath Automation Developers
Communities Without Borders - The Big Social (Sept 2011)
1. The Big Social
2011
Telligent Customer Conference
#Telligent #TheBigSocial
Communities Without Borders
Bill Johnston, Dell
Forrest W. Lymburner, Texas Instruments
Dharmesh Singh, Microsoft
2. The Big Social 2011
Agenda
Session Objectives
Industry Trends
Panel Introduction
Panel Discussions
Continue Learning
Q&A
2
3. The Big Social 2011
Session Objective
Your organization is global, why isn’t
your community?
Learn from a panel of experts on what it
takes to implement communities across
multiple regions and countries.
3
4. The Big Social 2011
Bill Johnston
4
Director of Global Online Community, Dell
@BillJohnston
# years working
with online
communities
Key responsibilities
Countries with
communities
# community
members
Interesting
5. The Big Social 2011
Dharmesh Singh
5
Director of Office 365, Microsoft
@dpstomar
3 years working with
online communities; 14
yrs. at Microsoft working
globally
Key Responsibilities
Vision, Strategy and
Execution
Drive Feedback into
Engineering
Launched Office 365
community
6. The Big Social 2011
Forrest W. Lymburner
6
WW Community Program Manager, Texas Instruments
3 years working
with online
communities
Key
Responsibilities
Focused communities
in 4 regions
70,000 community
members
Recently launched
8. 8 Online Community Strategy & Planning
Dell’s Online
Community:
An extended, online
network of
relationships
between
employees, partners
and customers.
10. The Big Social 2011
Aligning regional community
strategies
Intention is constant; engagement
contextual
Rely on local team member’s
perspective
Local 3rd party research partners
Lots of planning with local teams
Go see yourself!
10
11. The Big Social 2011
When should you “cross the
streams” ?
What is driving the requirement?
Net positive impact? (everybody must
win)
Type of content / interaction (wiki vs.
forum)
Pros / Cons
Mixed language
RTT / Machine
Human / Crowd
11
12. The Big Social 2011
Launching regional communities
from the Mothership
Business need?
Critical mass in region / language?
Language or region specific?
Ingredients for Success: Content +
Local Core
12
13. The Big Social 2011
Office 365 Community
Launched Jun
24th
9 Languages
English, French, Italian, Ger
man, Spanish, Russian, Kor
ean, Japanese and
Traditional Chinese
Advocacy, Feedba
ck and Support
13
14. The Big Social 2011
Getting Started
One by One
“Lets start skunk works marketing project out of engineering”
Think big start small
Celebrate the small victories
14
15. The Big Social 2011
Managing Successful
Communities-
Culture, Culture, Culture!!!
Community is about
Engagement
Transparency
Commitment
Think “Glocal”
Leverage Local teams
Reward experts
15
16. The Big Social 2011
Understand Cultural Differences
How do you implement your
community in a way that aligns with the
cultural differences in each region?
Cookie-cutter doesn’t work
Sociology is key
Know the social media space
(It’s not all Twitter, Facebook
& YouTube)
16
17. The Big Social 2011
Your Regional Business
Practices
How can you make your community
reflect the way you do business in a
region?
Sustainable & scalable for the
language
Direct or In-Direct sales model
Brand perception
Partner or Enforcer?
17
18. The Big Social 2011
Regional Web Standards
How do you make sure your
community aligns with the web
standards of the region?
18
22. After The Big
Social
#Telligent #TheBigSocial
On Monday morning …
Take inventory of your international social media
programs
Collect data/listening research to find the gaps in your
social strategy
In 3 months
Identify your focus markets and develop individualized
plans for each
Immerse yourself in the culture - consider face-to-face
meetings for key regions
23. REMINDER
#Telligent #TheBigSocial
After The Big Social is over – continue learning:
Online Community Strategy –
billjohnston.net
Community Management & Best Practices
– The Community Roundtable
Community Management & Social Media
Strategy – Blaise Grimes – Viort’s Blog
24. REMINDER
#Telligent #TheBigSocial
After The Big Social is over
Visit Telligent.com/bigsocial/
Customer Connection – Telligent Community
customers
Employee Community – Telligent Enterprise
customers
Telligent Support – Customer service and
support
Developer Space – Extend and integrate the
platform
25. REMINDER
#Telligent #TheBigSocial
Stock Questions (KJ: will delete this slide and give them to Rob to ask)
How do I know if I should take my community global?
When should I do it?
When should I not do it?
What are the necessary team dynamics/skills to make a global community
successful?
Any more questions to seed?
Hinweis der Redaktion
Creation of communities targeted at priority segments that offer a range of social activities ranging from support, knowledge /best practice sharing, ideation/crowd souring and lead gen.