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Community management basics for internal communicators

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With enterprise social networks like Yammer, Jive, Chatter etc come new challenges. How do you encourage people to participate? How do you get them to share information? How do you build communication channels between teams that don't normally talk to each other? By learning community management techniques you can help steer the internal social network towards these goals.

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(I'm experimenting with the format so your feedback would be very helpful :)

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Community management basics for internal communicators

  1. 1. Community management basics For internal social networks
  2. 2. You’ve just set up an internal social network for Your organisation. There’s Excitement in the air!
  3. 3. But after a while…
  4. 4. Where is everybody? Hello?
  5. 5. Chances are you forgot the.. WHY. -”Isn’t improving internal communication enough?!” -No! It’s too generic!
  6. 6. So let’s start with the why… To find the WHY, or the purpose, you have to put on your investigator’s hat.
  7. 7. To find the why, or the PURPOSE, you have to put your Investigator’s hat on.
  8. 8. “Who would need something like this? Who would benefit from it in their Day to day work?”
  9. 9. More specifically…
  10. 10. 1. Find out what the business goals are
  11. 11. 2. FIND A PAIN -”Where does it hurt?” -”The sales process…” 2. And find a pain
  12. 12. (3. if possible, see if the two overlap) -CEO: We want to increase sales of product X -Dave from R&D: If we could get feedback from product X reps we could make The product better
  13. 13. 4. Talk to people who suffer from The problem – would they like to try a new Tool if it helped them to solve the problem? -I might be able to help you with this? -Team leader: what do you think team? -Team members: Let’s try it!
  14. 14. Now you have a purpose. This means you can start to think & work like a Community Manager.
  15. 15. -A what? I don’t have time for Another job!
  16. 16. Recruit assistant community managers* from your pilot teams WHY? Because you are not part of the tribe
  17. 17. ..And because you are just one person.. Now you’re ready to start managing your Community!
  18. 18. 3 Ways to kickstart your internal social network using community management techniques
  19. 19. 1. You have to give people a Reason to visit the network.
  20. 20. For example: Experts or senior managers answer questions on the network -”I’m happy to answer your questions – but only on the network..”
  21. 21. Important content goes on The network first
  22. 22. Hm.Lots of good Stuff only on the Network. I guess I have to go and Visit.
  23. 23. 2. Create a good first experience
  24. 24. The 24H rule: Response to queries/posts Has to come within 24 hours.
  25. 25. Wow! This Was very useful -I got help right Away!
  26. 26. Old habits die hard. People need friendly nudges like “hey, you could Post this on the network instead Of emailing it”. 3. Keep on nudgin’
  27. 27. Pro tip: two poles Double nudging Efficiency ;).
  28. 28. FINALLY… Community management is a professional practice For a networked communications infrastructure (like your internal social network)
  29. 29. Community management is a key communications skill in the 21st century.
  30. 30. scribe to my free email course at: