Community Management 101

© Copyright 2011 Community BackChannel. All rights reserved.

The Community BackChannel

Enterprise 2.0 Workshop

Community Management Toolkit

Topic 1: Community Management 101

Santa Clara ~ November 2011

1

Trisha Liu

@mor_trisha

gplus.to/trishaliu


#cmtybc Workshop #e2conf @mor_trisha

2

What is Community Management?

Photo credit: Mycael

http://www.flickr.com/people/mycael/



3

Community Management:

The discipline of ensuring a

productive community.

- Rachel Happe, @rhappe

The Community Roundtable

http://community-roundtable.com/



4

Photo credit: Edson Hong

Healthy

http://www.flickr.com/photos/edsonhong1/





5

Photo credit: Kenski1970

Growing

http://www.flickr.com/photos/58847482@N03/



6

Photo credit: Pedro Vezini

Valuable

http://www.flickr.com/photos/pedrovezini/

http://www.flickr.com/photos/pedrovezini/



7

Successful

Photo credit: Joint Base Lewis McChord

http://www.flickr.com/photos/jblmpao/

http://www.flickr.com/photos/jblmpao/



8

Why is Community Management

important?



9

Photo credit: InspiredInDesMoines

If you build it…

…you must maintain it

http://www.flickr.com/photos/w4nd3rl0st/



10

Who can help maintain what

you have built?

Community Managers!



11

Photo credit: kennymatic

Oversee

http://www.flickr.com/photos/kwl/



12

Photo credit: lovestruck

Nurture

http://www.flickr.com/photos/lovestruck94/



13

Photo credit: PaulDCocker

Measure

http://www.flickr.com/photos/pauldcocker/



14

Photo credit: woodleywonderworks

Assess

http://www.flickr.com/people/wwworks/



15

Photo credit: quinn.anya

Refine

http://www.flickr.com/photos/quinnanya/



16

Who are community managers?



17

Tour guide

Photo credit: garryknight

http://www.flickr.com/photos/garryknight/



18

Concierge

Photo credit: daquella manera

http://www.flickr.com/photos/daquellamanera/





19

Photo credit: Pink Sherbert Photography

Gardener

http://www.flickr.com/photos/pinksherbet/






20

Photo credit: MikeOliveri

Helpdesk

http://www.flickr.com/photos/mikeoliveri/



21

Photo credit: cjmartin

Piñata

http://www.flickr.com/photos/cjmartin/



22

Photo credit: Les_Stockton

Cheerleader

http://www.flickr.com/photos/les_stockton/



23

Photo credit: Les_Stockton

…and cleanup crew

http://www.flickr.com/photos/les_stockton/



24

Image credit: Dion Hinchcliffe

http://i.zdnet.com/blogs/community_manager_large.png




25

What drives community managers?



26

Service focus

Photo credit: Phil Dowsing Creative

http://www.flickr.com/photos/phildowsing/



27

Goooooooal!!!

Photo credit: coba

http://www.flickr.com/people/coba/



28

Photo credit: WordShore

Translator

http://www.flickr.com/photos/silversprite/



Activity • 10 Minutes to Answer

• Scenario:

Goal: ‘capture knowledge’

Activity change: Turn off email

distribution lists and move them into

the community

• Answer:

1. What goal do you want to achieve?

2. What actions support the goal?

3. How can the actions change to

support the goal?

4. What training and messaging can

be driven?

Group Activity


THANK YOU!

30

Trisha Liu

#cmtybc

@mor_trisha

gplus.to/trishaliu



31

Appendix



32

What is Community Management?

Community Management is the discipline of ensuring a

productive community.

Qualities of a productive community:

• Healthy

• Growing

• Valuable

• Successful



33

Why is Community Management important?

If you build it, you must maintain it.

Think of a baseball stadium. Once you build it, you cannot

neglect it. If you do:

• Grass will die or turn into weeds

• Light bulbs will burn out

• Concession stands will run out of food

• Seats will get dirty

• Trash will pile up



34

What do Community Managers do?

• Oversee

• Nurture and grow

• Measure

• Assess

• Refine



35

Who are Community Managers?

• Tour guide

• Concierge

• Gardener

• Helpdesk

• Piñata

• Cheerleader

• Cleanup crew



36

What drives Community Managers?

• Service focus

• Focus on goals

• Translate goals into actions

• Make sense of the goals and actions



37

References

Inside the Mind of a Community Manager

http://blog.getsatisfaction.com/2011/01/24/community-

manager/?view=socialstudies

Online Community Manager graphic, Dion Hinchcliffe


http://blogs.zdnet.com.Hinchcliffe

Community BackChannel

http://community.thebrainyard.com/index.jspa

The Community Roundtable


http://blog.getsatisfaction.com/2011/01/24/community-manager/?view=socialstudies




http://blogs.zdnet.com.hinchcliffe/

http://community.thebrainyard.com/index.jspa




Business

Community Management 101