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Online Community
Futures
Online Community Educator“An online destination that exists to bring together like-minded practitioners, subject matter experts and related groups, into a space where they can exchange ideas, obtain new knowledge, download fresh assets, connect, discover, promote , view and share” Rick O’Neill – Look Touch Feel
For US its about: Providing a rich experience in a connected environment … creating, communicating and contributing… driven by personal interest and motivation
Done well… this means developing a loyal customer audience (internal/external) for sustainable business results!
Online Community Futures
An Online Community provider:Helping organisations develop thriving and sustainable Communities/audiences for competitive advantage
Transforming :Organisations current Offline Capability Online
Benefitting/Delivering:Increased Revenue generation, International Brand Reach, Insight & Innovation and Increased performance to individuals and organisations
Online Community Futures Service offering… making a difference!
Linking Business Strategy & Delivering Organisational Goals through Online Communities
By Integrating:• Business (Community) Strategy & Vision• Capability assessment & development• Member Community Building• Technology selection and implementation• On going support and management
Online Community Futures Service offering… making a difference!
We take organisations & its individuals through a process of :• Scoping and developing the business case • Building a world class fit for purpose platform• Developing a Community to reach critical mass &
activity to reach business goals• Provide clear measurements/actions and process for on
going management of the Community and sustainable performance
• And ensure everything is strategically aligned to the business and Best Practice
Primary Purposes & Purchasers of Online Communities
• Sales ( B2B & B2C)• Education ( Knowledge Transfer)• Talent ( Acquisition & Development) • Networks/ Associations ( Offline /Online)
10 Community Benefits & ROI
• Revenue ( & Profit Margin) Generation• Insights & Innovation• Customer Loyalty (& Brand Affinity)• Brand Reach / Awareness• Market Positioning• Customer Service & Support• Talent/Customer - Acquisition, Engagement, Retention &
Development• Diversity Initiatives & Measurement• Cost Savings• Quality, Standards, Compliance & Reporting
Community RoadMap
Community Build Functionality
Phases
Enhanced
Recommended
Core Community
Online Community Futures
Pre-Scope
• Business & shared Community Goals• ROI & Measurement• Community Purpose & Membership Value Proposition (MVP) definition• Timescales & Budget (£)• Technology scope/selection• Management & Reporting aims
Collation & Analysis
• Business Strategy• Brand• Organisational Services Review• Market Research – Customer/Member Analysis Assessment & Mission• Internal Interfaces /Community team capability review• Social Media review/readiness/strategy (Groups/Communities)• Communication
Create
• Strategy for Success• End-to-End Build Plan• Milestones (KPI’s)• Agree staged Site Development – Core/Recommended/Enhanced functionality• Communication and Engagement Plan• Team set-up,/ownership & accountabilities• Measures• Process Map• Build a Community Plan on Real People!
Build – Relate, Attract & Engage
• Seek and Track Members (Influencers/Evangelist/Groups and Networks)• Early Content development (Blog/Tweets)• Early Member Adoption Tasks/Rewards/Privileges• Build Community need - Create Desire / Anticipation• First Community Member Search & Plan 1-10-100-1000• Gain Association/ Competitor Community Participation• Pre Launch Communications• Promote Member Value Proposition (MVP)
Scope Agreement
Workshops & Feedback
Project Plan& Tech Spec
Pre Community Builder (3 month Pre-Launch
Strategy)
Pre/Launch
• Onboard future Community Manager – plan, promote, recruit, relate, contribute, and Become the Community!• Ensure completion of 3m Pre-Launch Strategy Plan• Core Site Features and Functionality testing• Build a Core Steering Group / Management Team• Execute member growth plan 10-100-100 and/or transition /Convert existing/newly created Social Media Group
Members to (Private/Public) Community• Deliver: Welcome WOW Pack & Community Care Charter (Getting Started + Guidelines)
Growing and Bonding
• Community Manager work acceleration: promoting, introducing, contributor relations, momentum building, ideas management, issue resolution, site design feedback/improvement etc.
• Increasing Member Participation/Investment (Time/Energy/Emotions/Money)• Launch Competitions/Rewards/Recognition• Operate Open vs. Closed membership strategies (as appropriate)• Promote Referral/Friend Rewards• Member Surveys/Content Review• Create member stickiness – power, friends area, contribution, personal purpose, ‘known here!’ status, customised
profiles, data/info storage etc.
Performance
Managing
• Moderating• Measuring• Monetizing• Continual Assessment (Member Feedback/MPV Review/Competitor analysis)• Increasing Participation• Performance Reporting
Enhancing
• Plan Enhancement• Loop back to Pre Launch and follow process for all Major Site Changes
Core Site Go-Live!(Initiate Stages 2
and 3 Roll-out Plan)
Retention & Stickiness Report
Performance Reporting & Recommendation
Community Change (Business/Investment)
Proposal & Implementation Plan
