Managing online enterprise communities Alex
Manchester // Step Two Designs alex@steptwo.com.au // @alex_manchester

Managing online enterprise communities The
state of online communities Your online participation Web versus enterprise The many faces of communities The pros and cons you see Aiming to get it right

We’ve come a long way…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Yammer Powerful platforms…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Amazing mobile apps… Image courtesy of Yammer

What online communities are you
a member of?

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N SDoes the success of web-based social networks and communities translate to success in organisations?

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Critical mass…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S1 billion users…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S…100 users…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S…or 10 users…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S • Different dynamics Different dynamics…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S • Different purpose Different objectives…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S • FUD A lot of FUD…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S • The need for ROI The need to justify…

The many layers of communities

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Social networks Emergent, fluid, unfocused, full of weak ties, focused on serendipity, lightweight interactions and relationships

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Communities of interest Centred around a generic topic but otherwise unstructured: Apple users group, runners group, mothers group, sustainability, innovation…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Communities of practice Larger, structured around specific, more tangible topics, often solving specific problems - road engineering, marketing, ‘process improvement’…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Project teams Small or large teams, focused, quickly created, hopefully disbanded in structured fashion: Business transformation, intranet project, CRM project, OH&S project…

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Framestore Topic-centric micro-blogging

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Framestore

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Stockland Multiple communities

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Stockland

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Stockland

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Stockland

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Enter LLC Social network

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Enter LLC

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Enter LLC

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Enter LLC

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Enter LLC

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Dutch Government A big community idea

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Pleio

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Pleio

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Pleio

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Pleio

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Spectrum mapping

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N SSpectrum mapping • Use Post-Its • Write down your thoughts on the question • Include your organisation and name • Place your post its on the spectrum line

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Reasons TO contribute to online communities at work MajorMinor

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Reasons for NOT contributing to online communities at work MajorMinor

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S • Policy and governance Governance… Do you have a policy? How do you manage problems? How do you manage tough questions? How do you manage dead spaces?

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S • Early adopters and momentum Achieving lift-off… Early adopters Seeding discussions Recording wins Working hard

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Building communities Prodding participants Ensuring questions are answered Proving worth

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Sabre

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Images courtesy of Sabre

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Image courtesy of Sabre

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S Things to watch for… Executive contradictions Problematic participants Avoiding the ghost town Be aware of the time it takes

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S The community manager

Step Two Designs (www.steptwo.com.au) Designing
for success with social tools • March 2013 S t e p T w o D E S I G N S The community manager The pinåta The sponge The spam hammer The concierge And more… (http://blog.getsatisfaction.com/2011/01/24/community-manager)

Managing online enterprise communities The
state of online communities Your online participation Web versus enterprise The many faces of communities The pros and cons you see Aiming to get it right

Managing online enterprise communities Alex
Manchester // Step Two Designs alex@steptwo.com.au // @alex_manchester