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Part of a presentation for the Government of Singapore Delegation around the faciltation of communities of practice
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The Importance of Community Facilitation
23/6/11
Michael Norton
Why am I having this party?
Where will the party take place?
When will it take place?
Who’s going to help me set up the party?
Who do I invite to the party?
How do I entertain the guests?
The party host
Facilitators network and connect community members by encouraging participation, facilitating and seeding discussions, and by keeping events and community activities engaging and vibrant.
The role
Modeling behavior
Build trust and relationships
Create energy and effort
Motivate
Key tasks
• guiding a group to use its knowledge, skills and potential to achieve its goals.
• helping by making the processes easier. It’s about guiding rather than directing.
• look at the process rather than context – how you do something rather than what you do.
• make it easier for the group to get to the agreed destination.
• striking a balance between the group and the task.
Jack of all tradesProject Management
Customer Management
Professional Development
Brand Management
Platform Management
Advertising and Marketing
Staff Development
Business Planning
Community Management
Content Management
Based on Dion Hinchcliffe’s Jack of all Trades http://i.zdnet.com/blogs/community_manager_large.png?tag=mantle_skin;content
Activates
Conte
nt
Invite
s
Socia
l
News
lett
ers
Blogg
i
ng
Prom
oti
onCo
mmun
ic
ation
Forum
sEvent
s
Revie
w
No active facilitation
Welcome them, give them pointers on getting started,
suggest topics where they might
participate, and tell them about any
interesting upcoming events.
Provide some reward to those who make
the effort
From stranger to passer by
Make personalised invitation
From lurker to participant
From participant to regular
From passer by to lurker
Getting and Retaining members
Make potential members aware of your community
Building content that will attract members
Encourage members to bring in interesting
participants
Send an email to new members within 24
hours of their membership
Highlight community
content
Create "small steps" for
encouraging participation,
posting regular questions or forum
answers
ALWAYS greet newcomers, and encourage other
community members to welcome them.
Write a regular newsletter
highlighting your site and community People return to
places where they find a group of people
to talk to. If you do not have such a
place, you will not be able to retain
members. No effort on your part, no
matter how great, will create a regular
where there is no community
Facilitate members to find people to talk, through personal
profiles, highlighting member interests,
discussions, and so on.
154 document created
2445+ downloads est. cost avoidance £19,804
est. 1.5 days saved per member
52% of members contributing
est. cost avoidance £123,900
Facilitators Community saves 354 days
236 members x £525 (1.5 days @£350 per day) per person =£123,900 in avoidable cost
Based on the current the cost of an immediate download from the British Library is £8.10
KM teamHelp Desk Training
Communities
Facilitators Community
Knowledge and Information Management
Knowledge Hub
Training
1. Purpose, characteristics and roles2. Planning cycle3. Facilitation methods4. Communication channels5. Technology6. Benefits, measures and impact 7. Management plan and charter8. Community management