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Building and sustaining an online 
community 
Charles Gould 
CEO, Brightwave 
Jason Geall 
CEO, The Student Room 
#BDFOStudios
• What is an online community? 
• How does a community get started? 
• Can a community be ‘managed’? 
• What’s the role of a Community Manager? 
• From student to employee – how do they 
differ?
A bit about Brightwave 
Brightwave Services 
– Account Manager 
@brightwave.co.uk 
www.brightwave.co.uk
Who we work with
What do we do?
E-learning at work
Gamification
Video and 3D
KNOWLEDGE 
IS OUR JOB 
Knowledge Workers spend 
38% of their time searching 
for information 
(Mcdermott)
We learn all the time…
The barriers are falling: 
• Access to content 
• Access to experts 
• Solutions to problems 
• Ability to capture and share 
All these are faster and easier 
than ever before… 
…And best done in Communities. 
Free content 
Social 
Multi-device
Social Learning Networks 
Why? 
• User-generated and curated resources 
• Supports communities of practice /inquiry 
• Scalable 
• Trackable 
• Cost-effective 
• It’s social! 
AMD reduced the time sales staff spent searching for content from 
8.5 hours per week to 5.5 hours per week
Social Learning 
Four out of five learners are willing to 
share what they know with others online… 
and seven out of ten are motivated by 
using tools that will help them network 
and learn from others. 
Towards Maturity Benchmark Study 2013-14
Graduate Onboarding
Community of practice
Technical specialists
Enterprise-wide
What have we learned so far? 
• Clear purpose 
• Align with existing motivations 
• Clear curator/community roles 
• Act on registration – ask question 
• Ensure fast initial response 
• Remove fear of criticism 
• Foster smaller groups
Arguing online doesn’t 
change hearts or minds. 
(It entrenches positions.)
Defensiveness isn’t 
perceived as strength. 
You lose people’s 
respect. 
(Let yourself roll with the 
punches.)
Social research shows it 
takes from 3 to 18 weeks 
to form a habit. 
(Keep going.)
It takes social interaction 
to turn a passive member 
into an active participant. 
(Reach out.)
Community members 
only create value when 
they’re valued. 
(Make people feel good.)
Six key tips: 
• Build borders inside the community 
• Develop habits: model desired behaviours 
• Tell your story – make it everyone’s 
• Promote unique, shared experiences 
• Be prepared to bare your souls 
• Unlock everybody’s expertise
Thank you 
www.brightwave.co.uk

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Charles Gould: How to build and sustain an online community

  • 1. Building and sustaining an online community Charles Gould CEO, Brightwave Jason Geall CEO, The Student Room #BDFOStudios
  • 2. • What is an online community? • How does a community get started? • Can a community be ‘managed’? • What’s the role of a Community Manager? • From student to employee – how do they differ?
  • 3. A bit about Brightwave Brightwave Services – Account Manager @brightwave.co.uk www.brightwave.co.uk
  • 4. Who we work with
  • 9.
  • 10. KNOWLEDGE IS OUR JOB Knowledge Workers spend 38% of their time searching for information (Mcdermott)
  • 11. We learn all the time…
  • 12. The barriers are falling: • Access to content • Access to experts • Solutions to problems • Ability to capture and share All these are faster and easier than ever before… …And best done in Communities. Free content Social Multi-device
  • 13. Social Learning Networks Why? • User-generated and curated resources • Supports communities of practice /inquiry • Scalable • Trackable • Cost-effective • It’s social! AMD reduced the time sales staff spent searching for content from 8.5 hours per week to 5.5 hours per week
  • 14. Social Learning Four out of five learners are willing to share what they know with others online… and seven out of ten are motivated by using tools that will help them network and learn from others. Towards Maturity Benchmark Study 2013-14
  • 15.
  • 16.
  • 17.
  • 22. What have we learned so far? • Clear purpose • Align with existing motivations • Clear curator/community roles • Act on registration – ask question • Ensure fast initial response • Remove fear of criticism • Foster smaller groups
  • 23. Arguing online doesn’t change hearts or minds. (It entrenches positions.)
  • 24. Defensiveness isn’t perceived as strength. You lose people’s respect. (Let yourself roll with the punches.)
  • 25. Social research shows it takes from 3 to 18 weeks to form a habit. (Keep going.)
  • 26. It takes social interaction to turn a passive member into an active participant. (Reach out.)
  • 27. Community members only create value when they’re valued. (Make people feel good.)
  • 28. Six key tips: • Build borders inside the community • Develop habits: model desired behaviours • Tell your story – make it everyone’s • Promote unique, shared experiences • Be prepared to bare your souls • Unlock everybody’s expertise

Hinweis der Redaktion

  1. In fact, many of us find formal training time-consuming and not relevant enough.
  2. Yet we spend huge amounts of time seeking information to help us do our jobs.
  3. The fact is that we learn all the time, facilitated by changes in technology.
  4. So what does this mean for learning at work?