The Community Maturity Model - introNetworks Webinar Series with Rachel Happe
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In this month's webinar we interview Rachel Happe from the Community Roundtable about her work and an interesting concept called the Community Maturity Model. You can listen to a replay of the webinar (free) at http://intronetworks.com/webinars.aspx
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The Community Maturity Model - introNetworks Webinar Series with Rachel Happe
- 1. introNetworks Webinar Series ”The Community Maturity Model” Conversation with Rachel Happe Thursday, October 15th , 9 am Pacific Sponsored by introNetworks ‘We transform businesses With smart social networks’
- 2. Chat Live with us on Twitter Chat Live with us on Twitter Have a Twitter Account? • Yes, great! • If not, create one at Twitter.com, it takes 2 minutes, we’ll wait… Tweetchat.com • Login using your Twitter account • Join the #introchat room Ask Questions • Chat with others • We will monitor this room live during the webinar
- 3. Driving Success - 8 Competencies to Socializing Your Organization Rachel Happe
- 4. Who I am Rachel Happe The Community Roundtable @rhappe and @TheCR Background: PRTM, IDe, Bitpass, IDC, Mzinga Skills: Analysis, Management, Operational Strategy, Facilitation, Communication, Community Strategy, Coaching Domain Expertise: Internet trends, Social Media, Communities, Market Analysis, New Product Development Interests: People, Cooking, Sailing, Hiking, Maine
- 8. The Market is Changing… How Will Organizations Change? The Market is Changing… How Will Organizations Change? @introNetworks @rhappe @TheCR
- 10. 1. STRATEGY @introNetworks @rhappe @TheCR
- 11. You Need An Engaged Network Having a passive constituent base is no longer enough http://www.flickr.com/photos/luc/1804295568/
- 13. Expectations – Reality = Satisfaction @introNetworks @rhappe @TheCR
- 14. What To Do • Acknowledge and articulate who you are as a organization – The Good, The Bad, & The Ugly • Align how you talk about your company and products with what customers think about you • Think of customers as marketing partners • Determine how socially-enabled your constituents are • Identify the drivers that will help you
- 15. 2. LEADERSHIP @introNetworks @rhappe @TheCR
- 17. Be Authentic Photo by T.McEnroe
- 18. Be Modest
- 20. What You Need To Do • Practice conversational and facilitated communications internally • Take small steps toward transparency • Experience self-organizing environments – developer communities, India, Wikipedia, user groups • War game radically different communications cultures – using games like Bafa Bafa
- 21. 3. CULTURE @introNetworks @rhappe @TheCR
- 25. What You Need To Do • Listen/Ask/Measure how communications and decisions are made • Translate between groups • Be as responsive to various constituents in their own modality • Encourage and reward change • Set expectations clearly
- 27. Who Are Your Cheeseheads?
- 31. What You Need To Do • Build a mission that attracts passionate fans • Offer rewards and recognition to encourage ‘good’ behaviors • Ride the wave of community interest rather than trying to start waves • Don’t ignore problems – address immediately even if you don’t have the answer
- 32. 5. CONTENT & PROGRAMMING @introNetworks @rhappe @TheCR
- 37. What You Need To Do • Attract attention • Create a schedule of events that have a cadence • Develop content in different modalities – text, images, video; synchronous & asynchronous • Focus on value – build content that will be contextual and relevant to your audience
- 38. 6. POLICY & GOVERNANCE @introNetworks @rhappe @TheCR
- 42. What You Need To Do • Define expected culture through rules. Be Firm • Articulate and plan for the risks but remember too, risks make things fun & worthwhile • Define the constituent groups for whom you are responsible and how – both legally and ethically – and what will harm them
- 43. 7. TOOLS @introNetworks @rhappe @TheCR
- 45. What You Need To Do • Understand where tools can help - not everything requires or has a tool that can help • Evaluate which investments have higher payoff – those that streamline repetitive or expensive tasks • Understand tool externalities – tools don’t work in a vacuum. How do they work with existing processes and people?
- 46. 8. METRICS & MEASUREMENT @introNetworks @rhappe @TheCR
- 49. What You Need To Do • Know where you want to go- measurement is not all that useful if you don’t know what success looks like • Understand data influencers – if you don’t know how to change a measurement or its cost, it is also not all that useful • Keep it simple – the easier it is for everyone to understand, the better. Three clear metrics are better than 20. • Develop accounting standards – what are your priorities and values and how well does your budget reflect them? • Don’t forget your common sense. Measurement is one guide post to good decision making, not the sole factor. Resource: http://www.thesocialorganization.com/social-media-metrics.html
- 51. Thank You @rhappe & @TheCR rachel@community-roundtable.com www.community-roundtable.com
- 52. Special Guest Author Jono Bacon The Art of Community Building the New Age of Participation November WebinarNovember Webinar Sponsored by
Editor's Notes
- In the past you had the mic – you got to control the conversation – and there were a limited number of channels you needed to reach to get your message out. Influencers were easy to identify because they controlled other microphones.
- Today, the people who once stood behind the microphone are now just one more member of the conversation – on more equal footing with everyone else. Now you – and the previous influencers – are just a few voices out of millions.
- India was instructive to me because I started to understand how this seemingly chaotic state was organized. There, not only are there a lot of people but traffic includes people, animals, bullock carts, scooters, autorickshaws, cars, trucks, etc. – all pouring through the streets with seemingly no rules. It is a highly complex system. Somehow, they self-organize. What I learned for that: One person has no hope of trying to ‘manage’ it so you need everyone to do a little bit – you need everyone to see and fill vacuums and gaps Understanding cultural queues (three quick honks) will help you avoid accidents Cows are sacred and unpredictable – accept that and go around There is no safety net – insurance is unheard of – if you screw up, it is going to hurt. Accept that, deal with it, and move on. Suspend disbelief
- Above all – PR & Communications needs to be in lock step with customer’s experiences with your product or service – and set expectations lower so that customers are delighted.
- Give them a reason to come and socialize
- Have regularly scheduled events – cadence is important
- Be Multi-modal: Text, images, video; Asynchronous, Synchronous
- Make it valuable (contextual/relevant)
- What are the risks?
- What is our responsibility to protect? And whom?
- Tools – used correctly – give us leverage that we don’t have on our own.
- Measurement is done for many reasons: To compare To win To understand To fit correctly To repeat
- Account, reconcile, and balance our intentions with reality