When launching and managing online enterprise communities, there are a lot of behaviours to consider, and it helps to understand some of the intricacies involved. This is a workshop/presentation I gave to the Intranet Leadership Forum in Melbourne, April 2013.
1. Managing online enterprise communities
Alex Manchester // Step Two Designs
alex@steptwo.com.au // @alex_manchester
2. 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
4. 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…
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S t e p T w o D E S I G N S
Amazing mobile apps…
Image courtesy of Yammer
7. 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?
8. 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…
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S t e p T w o D E S I G N S1 billion users…
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S t e p T w o D E S I G N S…100 users…
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S t e p T w o D E S I G N S…or 10 users…
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S t e p T w o D E S I G N S
• Different dynamics
Different dynamics…
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S t e p T w o D E S I G N S
• Different purpose
Different objectives…
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S t e p T w o D E S I G N S
• FUD
A lot of FUD…
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S t e p T w o D E S I G N S
• The need for ROI
The need to justify…
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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
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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…
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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’…
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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…
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S t e p T w o D E S I G N S
Framestore
Topic-centric micro-blogging
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S t e p T w o D E S I G N S
Image courtesy of Framestore
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S t e p T w o D E S I G N S
Stockland
Multiple communities
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S t e p T w o D E S I G N S
Image courtesy of Stockland
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S t e p T w o D E S I G N S
Image courtesy of Stockland
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S t e p T w o D E S I G N S
Image courtesy of Stockland
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S t e p T w o D E S I G N S
Enter LLC
Social network
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S t e p T w o D E S I G N S
Image courtesy of Enter LLC
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S t e p T w o D E S I G N S
Image courtesy of Enter LLC
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S t e p T w o D E S I G N S
Image courtesy of Enter LLC
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S t e p T w o D E S I G N S
Image courtesy of Enter LLC
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S t e p T w o D E S I G N S
Dutch Government
A big community idea
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S t e p T w o D E S I G N S
Image courtesy of Pleio
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S t e p T w o D E S I G N S
Image courtesy of Pleio
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S t e p T w o D E S I G N S
Image courtesy of Pleio
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S t e p T w o D E S I G N S
Image courtesy of Pleio
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S t e p T w o D E S I G N S
Spectrum mapping
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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
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S t e p T w o D E S I G N S
Reasons TO contribute to
online communities at work
MajorMinor
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S t e p T w o D E S I G N S
Reasons for NOT contributing to
online communities at work
MajorMinor
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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?
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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
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S t e p T w o D E S I G N S
Building communities
Prodding participants
Ensuring questions are answered
Proving worth
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S t e p T w o D E S I G N S
Image courtesy of Sabre
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S t e p T w o D E S I G N S
Images courtesy of Sabre
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S t e p T w o D E S I G N S
Image courtesy of Sabre
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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
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S t e p T w o D E S I G N S
The community manager
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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)
50. 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
51. Managing online enterprise communities
Alex Manchester // Step Two Designs
alex@steptwo.com.au // @alex_manchester