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CoP Trumps is a card game that can be used as a prompt when building, facilitating and measuring your Community of Practice. The main premise behind the CoP Trumps is to give you some suggestions of action to undertake that will assist with the collaboration within your online group or community.
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CoP Trumps
CoP Trumps Introduction CoP Trumps is a card game that can be used as a prompt when building, facilitating and measuring your Community of Practice. The main premise behind the CoP Trumps is to give you some suggestions of action to undertake that will assist with the collaboration within your online group or community. The Trumps can be used throughout the 4 stages of a communities life cycle based on the work of Richard Millington but also include elements from Denham Grey who looked at the getting and retaining of members within online communities. Community Maturity
Start up begins when individuals begin interacting with their target audience and
ends with the community achieving activity. Growth begins when activity has been achieved and ends when close to 90% of
growth and activity is being consistently generated by members, and when there is a limited sense of community amongst members.
Mature begins when a high number of activity/growth is being generated by members of the community and ends when activity/growth is self-sustaining and there is a very highly developed sense of community.
Review begins when the community is almost entirely self-sustaining and ends when it has broken into smaller more focused communities or has met its purpose and closes. Not all communities progress to this phase. Many are fine in the mature phase.
Facilitator time break down As a facilitator you will break your time down facilitating the community into seven key elements Strategy – 5% to 10 % (planning, collecting/analysing data) Growth – 10% to 40% (direct invites, promotion, referral tactics etc...) Moderation - 20% to 25% (initiating discussions, resolving disputes, soliciting responses, weeding, steering the community). Content - 10% to 15% (writing content and encouraging others to contribute) Relationships – 10% to 15% (personal participation, cultivating volunteers, befriending key members) Events & Activities – 5% to 10% (planning online/offline events regular/irregular events) Technology – 5% to 10% (maintenance, introducing new ways of working) Playing CoP Trumps There are a range of Game Cards available in the pack for you to use. Each Trump Card will cover an Action, Tool or Techniques that you can use with an estimate of between 1 to 100 on:
Cost Learning Curve Knowledge Sharing Geek Factor Encourages Participation
I would also like to thank Chris Collison who was the inspiration behind the trumps concept.
Top Trumps Game
All cards are dealt among the players.
There must be at least two players and at least one
card for each player.
The starting player (normally the player sitting on the
dealer’s left) selects an attribute from his or her
topmost card and reads out its value.
Each player then reads out the value of the same
attribute from their cards.
The largest value wins the “trick”, and the winner takes
all the cards and places them at the bottom of his or
her pile.
That player then looks at their new topmost card, and
chooses the attribute for the next round.
In the event of a draw, the cards are placed in the
centre and a new attribute is chosen from the next
card by the same person as in the previous round.
The winner of that round obtains all of the cards in the
centre as well as the top card from each player.
Players are eliminated when they lose their last card,
and the winner is the player who obtains the whole
pack.
Online Facilitators Community
Planning the Game
Your community plan (not strategy) should be detailed
but flexible. It should be a step-by-step set of actions
you can use to develop your online community.
The plan will evolve and change depending on which
stage your community is within its maturity
(see the Community Maturity Card).
Identify the Trump Cards that align with your
community’s maturity (Start up, Growth, Mature or
Review), and use these as prompts to design a
Community Plan for the next 3 to 6 months looking
at key tasks such as events, communications and
day-to-day activities.
You can always look through the remaining cards for
other ideas and suggestions.
Month
1
Month
2
Month
3
Events
Communications
Day-to-day activities
Online Facilitators Community
Alternative Top Trumps All cards are dealt among the players.
There must be at least two players and at least one
card for each player.
The starting player (normally the player sitting on the
dealer’s left) selects his or her topmost card and reads
out the description. The person to the left will then
select an attribute from their card to pit against this.
Each player then reads out the value of the same
attribute from their cards.
The largest value wins the “trick”, and the winner takes
all the cards and places them at the bottom of his or
her pile.
That player then looks at their new topmost card, and
chooses the attribute for the next round.
In the event of a draw, the cards are placed in the
centre and a new attribute is chosen from the next
card by the same person as in the previous round.
The winner of that round obtains all of the cards in the
centre as well as the top card from each player.
Players are eliminated when they lose their last card,
and the winner is the player who obtains the whole
pack.
Online Facilitators Community
Community Maturity
Eve
nts
an
d A
ctiv
itie
s
Cost 60
Learning Curve 35
Knowledge Sharing 40
Geek Factor 10
Encourages Participation 65
Competitions can be used to recruit new members and
competitions or games can be used in very effective
ways to build a community. But be careful and make
sure competitions encourage connections.
So people will only join for the prizes
Start up Growth Mature Review
Online Facilitators Community
Virtual Flu Jab Sometimes communities become ill. Identify the
symptoms to give you a diagnosis.
Select the relevant Trump Cards to remedy the illness.
Symptoms Diagnosis Remedies
Lack of participation or activity. Spattergroit
Minimal activity. Proxyglossariasis
Sudden drop activity. I-Pollen Degenerative
Disorder
Another community is focused on the
same topic.
Hemoglophagia
Lack of sponsor or lack of support from
the sponsor.
The Sudds
Members do not understand why they
should join and what the community is
all about
Head-go-boom-boom-it is
Stagnation of activity (no new
members).
Cutie Pox
Lack of relationships between community members
Malignalitaloptereosis
Lack of relationships between
facilitators and key community
members.
Groat's Disease
Members are not receiving updates Electric Flu
Lack of community facilitation skills Synaptic Seepage
Experts are shy and find it hard to share their knowledge
Say the Opposite of
What You Mean Disease
Online Facilitators Community
Based on the work of Patti Anklam http://www.pattianklam.com
Life’s a beach There is a lot of detail and work involved into setting the foundations of
a community. We are going to use the idea of creating one by
comparing it to a beach.
Before you begin, close your eyes and think of all the things you might
see when you visit your favourite beach. Do you see people,
multi-coloured umbrellas and hardworking lifeguards? Kids digging
in the sand, a few games of Frisbee and the warm ocean?
Do you notice all the different people? They all share the same goals
of coming to your beach to relax and enjoy the sun and the amenities of
the beach.
Pick a name for your beach (Choose something that everyone will be able to
share, build an identify and flow off the tongue).
Is your beach going to be open or restricted? This means you will have to
offer a good reason for your visitors to gain access to the private beach.
Do you have a list of rules that govern the beach? These rules define what is
acceptable and lets the public know how to conduct themselves.
Every visitor on your beach brings unique items such as beach towels, chairs,
buckets and spades, umbrellas etc. Every member of your community has
their own name, profile picture and biography that makes them unique.
Is the beach clean, kept in good shape and has activities that appeal to your
audience that will make them come back?
Beaches sometimes have bad weather, bugs and whales that become
beached. Have you planned for spammers, trolls and unruly members and
outlined how to deal with such offences and moderate accordingly?
Do you have lifeguards? They watch over the community and keep things
going smoothly. They are relied upon to be invisible but step in when
necessary. Do you have adequate coverage of lifeguards to monitor the
beach during the peak times?
Do you have a few donors, that help pay for some of the services because
they believe in the overall vision? These donors are advocates and are
heavily interested in your community. You will need to identify who your
advocates are and work with them to continue to grow your community.
Online Facilitators Community
Based on the work of Michael Hahn http://www.mbhahn.com
Blank Card
Online Facilitators Community
Blank Card
Online Facilitators Community
Competitions
Eve
nts
an
d A
ctiv
itie
s
Cost 60
Learning Curve 35
Knowledge Sharing 40
Geek Factor 10
Encourages Participation 65
Competitions and games can be used in very effective
way to recruit new members and build a community.
But be careful and make sure they encourage
connections otherwise people will only join for the
prizes and not return.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Community Plan
Stra
tegy
Cost 30
Learning Curve 35
Knowledge Sharing 70
Geek Factor 20
Encourages Participation 85
Your Community Plan should consist of events,
communications and day-to-day activities, that will
spark community activity, attract members and
increase participation.
Start up Growth Mature Review
Community Maturity
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Community Charter
Stra
tegy
Cost 60
Learning Curve 35
Knowledge Sharing 40
Geek Factor 10
Encourages Participation 65
A written expression of the community's purpose,
boundaries, membership criteria, sponsors, key roles,
ways of working, special focus areas and measures
of success.
Start up Growth Mature Review
Community Maturity
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Community Purpose
Stra
tegy
Cost 20
Learning Curve 25
Knowledge Sharing 80
Geek Factor 25
Encourages Participation 70
Describes why the community exists. It is a short
statement designed to capture both hearts and minds
and encourage ownership within the community.
Start up Growth Mature Review
Community Maturity
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Welcome Message
Stra
tegy
Cost 10
Learning Curve 15
Knowledge Sharing 80
Geek Factor 25
Encourages Participation 75
A good welcome message will point new members in the
direction of key activities and people in the community.
The intention is make them fell part of something bigger.
Don’t forget you can always reference parts of your
community purpose in your welcome message.
Start up Growth Mature Review
Community Maturity
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Water Cooler
Re
lati
on
ship
s
Cost 10
Learning Curve 30
Knowledge Sharing 80
Geek Factor 45
Encourages Participation 75
Is a thread in the forum where members can introduce
themselves and find out a little bit more about who is
in the community? Think of it as an online ice breaker .
Start up Growth Mature Review
Community Maturity
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Profiles
Re
lati
on
ship
s
Cost 30
Learning Curve 35
Knowledge Sharing 70
Geek Factor 35
Encourages Participation 70
A good profile will have a picture and a biography.
Your biography will include your interests and
experience that will help people know more about you.
Combine this with a photo, this helps put a face to a
name.
Start up Growth Mature Review
Community Maturity
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Invitations
Gro
wth
Cost 20
Learning Curve 25
Knowledge Sharing 80
Geek Factor 25
Encourages Participation 70
When kicking off the community or asking a new group
of people to join, use an email invite or the ‘Invite to join’
function. Don’t forget to mention the community’s
purpose and the expectations of being a member.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Newsletter
Co
nte
nt
Cost 40
Learning Curve 45
Knowledge Sharing 50
Geek Factor 45
Encourages Participation 90
A newsletter is a round-up or summary of the latest
activity from the community, and upcoming activities that
are of interest to its member. It is sent directly to
members to provide them with these updates on a
weekly, fortnightly or monthly basis
Start up Growth Mature Review
Community Maturity
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Polls
Co
nte
nt
Cost 20
Learning Curve 30
Knowledge Sharing 25
Geek Factor 35
Encourages Participation 80
Snapshot questions, usually with a choice of short
answers, used to gauge general consensus, check
temperature, or get a rough idea of how a group of
people feel about an issue or idea.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Photos
Gro
wth
Cost 30
Learning Curve 55
Knowledge Sharing 30
Geek Factor 50
Encourages Participation 65
Everyone likes photos and they make a great
conversation point. Taking photos at events and
conferences can bring the community together by
showing that members are real people and not just an
image on the screen.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Events
Eve
nts
an
d A
ctiv
itie
s
Cost 90
Learning Curve 65
Knowledge Sharing 95
Geek Factor 25
Encourages Participation 95
Events are a gathering of members (face-to-face or
online) designed to accomplish many goals including:
information exchange, collaboration, networking,
interaction and more .
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Online Conference
Eve
nts
an
d A
ctiv
itie
s
Cost 80
Learning Curve 95
Knowledge Sharing 75
Geek Factor 65
Encourages Participation 85
An online conference uses the community as a
conference venue. This means that participants can
access the conference from anywhere in the world and
they can do this at any time.
Start up Growth Mature Review
Community Maturity
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Interviews
Eve
nts
an
d A
ctiv
itie
s
Cost 90
Learning Curve 65
Knowledge Sharing 95
Geek Factor 25
Encourages Participation 95
Are semi-structured and have a general theme that will
be explored to elicit the knowledge and experience of
the individual (s) to be shared with a wider audience.
Be it in Audio, Video or Written forms.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Alerts
Co
nte
nt
Cost 20
Learning Curve 45
Knowledge Sharing 70
Geek Factor 35
Encourages Participation 85
Alerts or notifications are email updates of the latest
activity from your community. These can be set up as
immediate, daily or weekly and will summarise updates
across all the functions that the community uses;
including forums, events, library, wikis and blogs.
Start up Growth Mature Review
Community Maturity
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Notice Board
Co
nte
nt
Cost 30
Learning Curve 30
Knowledge Sharing 70
Geek Factor 25
Encourages Participation 60
A notice board is a forum thread where thoughts,
ideas and questions are posted and shared.
On their own, these posts are not in-depth and do not
require discussion as they are normally general
statements or signposts to information.
.
Start up Growth Mature Review
Community Maturity
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Backchanneling
Re
lati
on
ship
s
Cost 70
Learning Curve 60
Knowledge Sharing 85
Geek Factor 25
Encourages Participation 80
It is the ability to contact members when appropriate,
to encouraging them to answer questions or share
their insights to a discussion or piece of content .
Start up Growth Mature Review
Community Maturity
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Hotseats
Eve
nts
an
d A
ctiv
itie
s
Cost 70
Learning Curve 55
Knowledge Sharing 60
Geek Factor 55
Encourages Participation 80
Enables members to ask the person in the hot seat
(usually an expert in their field) questions about a
particular project or experience, to which they can
respond to over a set period of time.
Start up Growth Mature Review
Community Maturity
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Hot Topics
Co
nte
nt
Cost 20
Learning Curve 20
Knowledge Sharing 80
Geek Factor 35
Encourages Participation 85
Discussions around a topic that is hot (or relevant) at
the moment in time. It may involve a series of
techniques such as a hotseat or a face-to-face event
which are all linked together around a discussion for a
time period.
Start up Growth Mature Review
Community Maturity
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Peer Assist
Co
nte
nt
Cost 70
Learning Curve 40
Knowledge Sharing 90
Geek Factor 50
Encourages Participation 95
A workshop or meeting designed to gain knowledge
and insight from members of the community around a
particular issue. With members sharing their related
experience and insights on the issue and assisting
the Peer in the resolution of the issue.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Seeding
Mo
de
rati
on
Cost 70
Learning Curve 30
Knowledge Sharing 70
Geek Factor 30
Encourages Participation 80
The first step in seeding a community is to pick a short
list of the most interesting and important topics
identified through your conversations with potential
members. Look for high quality, relevant content. So
when you launch, it will give new members a sense
of what your community is all about..
Start up Growth Mature Review
Community Maturity
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Feeding
Mo
de
rati
on
Cost 70
Learning Curve 40
Knowledge Sharing 80
Geek Factor 20
Encourages Participation 75
If you do not feed the community with content,
connections and a little bit of fun, its members will
stray and go else where.
Start up Growth Mature Review
Community Maturity
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Marketplace
Co
nte
nt
Cost 50
Learning Curve 50
Knowledge Sharing 90
Geek Factor 50
Encourages Participation 85
Could be seen as a 'dating service' for knowledge.
It identifies what people know and what they need to
know on a particular subject, and then connects
them appropriately.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Google Alerts
Tech
no
logy
Cost 10
Learning Curve 40
Knowledge Sharing 50
Geek Factor 50
Encourages Participation 60
These are email updates of the latest relevant Google
search results (web, news, etc.) based on your choice
of query or topic.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Google Reader
Tech
no
logy
Cost 10
Learning Curve 50
Knowledge Sharing 55
Geek Factor 50
Encourages Participation 50
Known as RSS ('Really Simple Syndication'), allows
you to see when websites have added new content
as soon as it’s published, in one place, without having
to visit the websites you have taken the RSS feed from.
Start up Growth Mature Review
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Useful Resources
Co
nte
nt
Cost 55
Learning Curve 50
Knowledge Sharing 80
Geek Factor 45
Encourages Participation 60
Everyone needs to know where you get your
information from. By gathering a list of websites,
books and articles that you regularly use and asking
others to add to this list by sharing theirs, an
extensive resource can be built for the community.
Start up Growth Mature Review
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FAQs
Co
nte
nt
Cost 50
Learning Curve 50
Knowledge Sharing 80
Geek Factor 50
Encourages Participation 65
Many new community members will gravitate
towards a FAQ page to seek help or familiarise
themselves with the community. A good FAQ page
should provide answers to the common questions
concerning the community.
Start up Growth Mature Review
Community Maturity
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Identifying Needs
Stra
tegy
Cost 50
Learning Curve 50
Knowledge Sharing 65
Geek Factor 35
Encourages Participation 70
Communities will go through different stages of
maturity and focus. Identifying whether your
community’s focus is on helping, best practice,
innovation or knowledge stewarding can help you in
planning the activities needed.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Blogging
Co
nte
nt
Cost 50
Learning Curve 50
Knowledge Sharing 55
Geek Factor 55
Encourages Participation 60
Is an online journal reflecting the thoughts and activities
of a community member. This form of web publishing
has become an established communications tool, and
is simple to create and use.
Start up Growth Mature Review
Community Maturity
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Weeding
Mo
de
rati
on
Cost 50
Learning Curve 40
Knowledge Sharing 45
Geek Factor 40
Encourages Participation 40
Communities occasionally need weeding by
removing dead posts, old documents etc. But
sometimes you will have the chance to recycle the
material and make something new from it.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Welcome Pack
Co
nte
nt
Cost 40
Learning Curve 30
Knowledge Sharing 90
Geek Factor 30
Encourages Participation 75
A welcome pack brings newcomers up to speed with
the latest happenings in the community and its history.
It will also include links to all the key content in the
community and provide prompts to encourage them to
start participating right away.
Start up Growth Mature Review
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Case Study
Co
nte
nt
Cost 70
Learning Curve 60
Knowledge Sharing 70
Geek Factor 55
Encourages Participation 80
A tool used to present an in-depth write up which
examines and captures a real-life situation from
beginning to end. It’s a chance to highlight to others
what happened, why and how it happened and what
was instrumental in shaping the outcome.
Start up Growth Mature Review
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Anecdotes
Co
nte
nt
Cost 70
Learning Curve 80
Knowledge Sharing 80
Geek Factor 50
Encourages Participation 85
An anecdote is a short tale narrating an interesting or
amusing incident. It is always based on a real-life
situation or experience involving actual people,
whether famous or not and in actual places.
Start up Growth Mature Review
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Health Check Survey
Stra
tegy
Cost 55
Learning Curve 55
Knowledge Sharing 50
Geek Factor 55
Encourages Participation 60
Also known as a satisfaction survey, allows members
to feedback on the value, purpose, participation,
interaction, content and facilitation of the community to
identify areas for improvement and assist in planning
for the future.
Start up Growth Mature Review
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Benchmarking
Stra
tegy
Cost 80
Learning Curve 55
Knowledge Sharing 80
Geek Factor 55
Encourages Participation 85
Performance Improvement Benchmarking is a tool that
allows you to create a matrix around any topic to identify
areas of strong and weak practice. Once the matrix is
complete and benchmarking has began it will enable
you to visualise the knowledge gaps and connect
sharers with learners.
Start up Growth Mature Review
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Close Down
Stra
tegy
Cost 50
Learning Curve 80
Knowledge Sharing 40
Geek Factor 40
Encourages Participation 30
Is the close down of the community due to it meeting
its objectives or reaching the end of its life cycle? It
may also be time to hand over to members who wish to
continue building this community and carry on with the
theme area.
Start up Growth Mature Review
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Forum
Mo
de
rati
on
Cost 50
Learning Curve 55
Knowledge Sharing 65
Geek Factor 20
Encourages Participation 50
Forums are great for holding discussions and posting
user-generated content. Each forum holds the threads
where the conversations take place and includes a
starting post at the top and responses listed below.
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Metrics
Stra
tegy
Cost 40
Learning Curve 50
Knowledge Sharing 40
Geek Factor 60
Encourages Participation 50
Is a type of measurement used to gauge some
quantifiable components of a community’s
performance, such as number of members, document
downloads etc. They can be used to monitor the
community’s performance in terms of achieving its
goals.
Start up Growth Mature Review
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Launch
Eve
nts
an
d A
ctiv
itie
s
Cost 80
Learning Curve 50
Knowledge Sharing 80
Geek Factor 60
Encourages Participation 80
You’ve set up your community and the launch date has
been decided. But don’t open the doors to the
world just yet. Make that one last check that you have
content ready before the countdown for launch starts
as there’s no turning back.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Community Orientations
Stra
tegy
Cost 40
Learning Curve 60
Knowledge Sharing 50
Geek Factor 80
Encourages Participation 60
Community orientation is a tool that can be used to help
plan activities for your community. By asking members
which preference they have regarding, Meetings,
Projects, Access to expertise, Relationship, Context,
Cultivation , Individual participation , Content and
Conversation enables you to plan future activities.
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Sense of Community
Stra
tegy
Cost 50
Learning Curve 50
Knowledge Sharing 55
Geek Factor 65
Encourages Participation 65
Sense of Community Index is a measure based on the
perception of four key elements within your community:
membership, influence, meeting needs, and a shared
emotional connection.
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Membership Acceptance
Gro
wth
Cost 20
Learning Curve 30
Knowledge Sharing 50
Geek Factor 10
Encourages Participation 70
A good membership acceptance message can help you
hit two birds with one stone in converting visitors to
members and getting the members to contribute to the
Community.
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Membership Rejection
Gro
wth
Cost 10
Learning Curve 30
Knowledge Sharing 30
Geek Factor 10
Encourages Participation 30
Sometimes you have to say no to a membership
request. They may not fit your membership criteria or
they may not have provided enough information. So
say no but with encouragement for them to return if
the community is relevant to their needs.
Start up Growth Mature Review
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Google Analytics
Tech
no
logy
Cost 10
Learning Curve 70
Knowledge Sharing 25
Geek Factor 95
Encourages Participation 55
Google Analytics shows a snapshot of what’s going on
in your community, in terms of how your visitors found
you, what your most popular content is, and how you
can keep your members coming back.
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What’s my role?
Re
lati
on
ship
s
Cost 20
Learning Curve 30
Knowledge Sharing 50
Geek Factor 20
Encourages Participation 50
Understanding the role you should play is essential to
your community. Some facilitators are forced into the
role even though they are better placed being a sponsor,
champion or member. What role should you play?
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Membership Benefits
Gro
wth
Cost 50
Learning Curve 50
Knowledge Sharing 50
Geek Factor 40
Encourages Participation 70
Explaining the community’s benefits is key is assisting
members in making time to participate but also in
allowing them to explain to their managers the reasons
why they should participate.
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Recruit a Sponsor
Stra
tegy
Cost 50
Learning Curve 30
Knowledge Sharing 50
Geek Factor 30
Encourages Participation 80
A sponsor nurtures and provides top-level recognition
for the community, thereby encouraging growth and
commitment of resources. A sponsor can pave the
way for the community’s success.
Start up Growth Mature Review
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Recruit a Leader
Stra
tegy
Cost 50
Learning Curve 30
Knowledge Sharing 50
Geek Factor 40
Encourages Participation 70
A leader provides the overall guidance and
management, and has the personal qualities needed to
build and maintain the community.
Start up Growth Mature Review
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Recruit Members
Stra
tegy
Cost 20
Learning Curve 30
Knowledge Sharing 25
Geek Factor 340
Encourages Participation 65
Members must possess a strong desire to collaborate
and share knowledge. They take active ownership in
the community by participating in its events and
activities.
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Recruit Subject Experts
Stra
tegy
Cost 60
Learning Curve 35
Knowledge Sharing 55
Geek Factor 20
Encourages Participation 50
Subject matter experts who are approachable,
collaborative, and cooperative can serve as the
keepers of the community’s knowledge and practice.
They can play a key role in sharing tacit knowledge
with the members.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Recruit Core Team
Stra
tegy
Cost 40
Learning Curve 30
Knowledge Sharing 50
Geek Factor 40
Encourages Participation 70
The core team is instrumental in establishing the
community. They are knowledgeable and experienced
in the area of work, and can advise the community of
good practices in the work area.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Start Up Checklist
Stra
tegy
Cost 30
Learning Curve 30
Knowledge Sharing 20
Geek Factor 30
Encourages Participation 80
The start up checklist runs you though a range of
questions looking at purpose, content, technology,
plan, profiles, metrics etc. This helps you to know
what’s involved and the work that is needed to make
the community vibrant and active?
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Lurkers
Mo
de
rati
on
Cost 20
Learning Curve 30
Knowledge Sharing 50
Geek Factor 20
Encourages Participation 50
Lurkers are a combination of people new and not yet
comfortable in posting and sharing. They are normally
members who only read and never post anything
themselves, and tend to come in and then drift away
without ever engaging.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Choosing Technology
Tech
no
logy
Cost 30
Learning Curve 30
Knowledge Sharing 50
Geek Factor 60
Encourages Participation 80
Knowing the type of community you are, who your
members are, and asking what the issues you are
trying to solve are, will lead you to choosing the right
technology to support your community. Rather than
picking the technology first
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Co-Facilitation
Mo
de
rati
on
Cost 40
Learning Curve 40
Knowledge Sharing 50
Geek Factor 30
Encourages Participation 80
One person cannot always cover all the territory of an
online community. Co-facilitating allows the work to be
spread out and can provide training opportunities by
pairing an experienced facilitator with a new facilitator.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Participation Levels
Mo
de
rati
on
Cost 30
Learning Curve 40
Knowledge Sharing 55
Geek Factor 25
Encourages Participation 50
User participation in communities more or less follows
90% read or observe, but don't contribute. 9% edit or
rate content but don’t create and 1% of users create
new content. This rule gives both hope and
discouragement , but does set more of a realistic
expectation.
.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Knowledge Café
Co
nte
nt
Cost 40
Learning Curve 30
Knowledge Sharing 45
Geek Factor 35
Encourages Participation 80
A knowledge café brings people together to have an
open, creative conversation to explore issues, share
ideas and learn from each other.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Webinar
Eve
nts
an
d A
ctiv
itie
s
Cost 50
Learning Curve 55
Knowledge Sharing 75
Geek Factor 35
Encourages Participation 85
Short for web-based seminar, a webinar is a
presentation, lecture, workshop or seminar that is
transmitted over the web and can be provided to a
large number of geographical dispersed people.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Advertise
Gro
wth
Cost 40
Learning Curve 40
Knowledge Sharing 45
Geek Factor 30
Encourages Participation 65
Advertise, Advertise, and Advertise. Getting the word
out is a good idea, but don’t drop a link everywhere you
go. Some places might not attract the right audience
you are after. Tread carefully, and think before you link.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
24 Hour Rule
Mo
de
rati
on
Cost 30
Learning Curve 50
Knowledge Sharing 75
Geek Factor 35
Encourages Participation 85
One of the most widespread challenges of a facilitator
revolves around getting members to use the
community. When they do participate try and get a
response or acknowledgement to their post within
24 hours.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Facilitator Phrases
Mo
de
rati
on
Cost 20
Learning Curve 30
Knowledge Sharing 25
Geek Factor 30
Encourages Participation 60
Language is facilitator’s most powerful tool. And you
will use the same phrases over and over again such as
“Thank you”, “I’m sorry you’re having a problem”,
“Your input is appreciated”, “I took the liberty of moving
your post”.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Task Prioritisation
Mo
de
rati
on
Cost 30
Learning Curve 50
Knowledge Sharing 75
Geek Factor 35
Encourages Participation 80
As a facilitator you need to plan your day and week in
advance. You priorities will include drafting upcoming
pieces of content, contacting top members,
participating, collecting and analysing data and
many more…
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Glossary of Terms
Co
nte
nt
Cost 45
Learning Curve 30
Knowledge Sharing 75
Geek Factor 40
Encourages Participation 60
Content is one of the keys to a community’s success.
Why not leverage it to its full potential by creating a
solid, well-formatted glossary of terms in your niche
and add it to your community.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Wiki
Co
nte
nt
Cost 50
Learning Curve 50
Knowledge Sharing 70
Geek Factor 55
Encourages Participation 75
Wikis are web pages which anyone can edit. Wikis can
be surprisingly robust, open-ended and collaborative
and are great for recording meetings, planning event
co-ordination, project development and much more.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
After Action Review
Co
nte
nt
Cost 20
Learning Curve 30
Knowledge Sharing 80
Geek Factor 35
Encourages Participation 85
An after-action review (AAR) is a tool to evaluate and
capture lessons learned at the end of a project or
Activity. It asks four main questions: What was
supposed to happen? What actually happened? Why
were there differences? And what did we learn?
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Net Promoter Score
Stra
tegy
Cost 50
Learning Curve 70
Knowledge Sharing 50
Geek Factor 75
Encourages Participation 55
Net Promoter is a survey to your community looking at
promoters and detractors. This will give you a metric
to give you a sense of how well your community is
doing.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Online Discussions
Mo
de
rati
on
Cost 20
Learning Curve 30
Knowledge Sharing 60
Geek Factor 25
Encourages Participation 70
Normally held within forums, they are types of
interactive discussions allowing the posting of user-
generated content to create conversations.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
New Member Qs
Re
lati
on
ship
s
Cost 50
Learning Curve 70
Knowledge Sharing 50
Geek Factor 55
Encourages Participation 55
Taking that first step as a new member is difficult.
What questions can you ask to help them take that
step and benefit from being part of the community?
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Facilitator Planning
Stra
tegy
Cost 40
Learning Curve 30
Knowledge Sharing 80
Geek Factor 35
Encourages Participation 85
Plan your week in advance. Your plans are based upon
data collected and knowledge of what the community
needs to further develop. It can range from spending
ten minutes a day, an hour a day, or all the way up to a
full time role.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Invigorate
Gro
wth
Cost 50
Learning Curve 70
Knowledge Sharing 50
Geek Factor 60
Encourages Participation 60
Invigorating the community involves restoring the
“social capital” in a way that motivates people
to re-engage. It can range from face-to-face meetings,
changing the purpose, inviting new members to
recruiting a new sponsor
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Launch Event
Gro
wth
Cost 50
Learning Curve 70
Knowledge Sharing 50
Geek Factor 55
Encourages Participation 55
The goal of the launch event should be to engage
member interests and stimulate continued involvement.
Careful planning can help ensure the success of the
initial launch event.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Sticky Threads
Mo
de
rati
on
Cost 20
Learning Curve 20
Knowledge Sharing 60
Geek Factor 55
Encourages Participation 60
Sticky threads let you set the agenda for your
community. You get to determine what discussions
everyone should see first and start participating in.
But choose them wisely as you don’t want to neglect
other discussions which members have started.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Inclusion / Exclusion
Mo
de
rati
on
Cost 20
Learning Curve 30
Knowledge Sharing 80
Geek Factor 30
Encourages Participation 80
Who you accept and decline as members of your
group can affect the trust and interactions within it.
Be clear from the start who is in and who is out and
write it down so everyone knows.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Social Network Analysis
Stra
tegy
Cost 80
Learning Curve 80
Knowledge Sharing 70
Geek Factor 70
Encourages Participation 60
Social network analysis is the mapping and measuring
of relationships and flows between people, groups,
organisations, computers or other
information/knowledge processing entities.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Telephone Conference
Eve
nts
an
d A
ctiv
itie
s
Cost 40
Learning Curve 30
Knowledge Sharing 80
Geek Factor 35
Encourages Participation 80
An effective conference call starts in the preparation.
Start early, choose a quiet place to conduct the call,
invite the appropriate people, set expectations of the
call upfront, follow the agenda, and do a recap at the
end of the call.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
21 Day Rule
Mo
de
rati
on
Cost 50
Learning Curve 70
Knowledge Sharing 50
Geek Factor 70
Encourages Participation 50
It takes 21 days for something to become a habit.
So if that’s the case, keep your new community
members engaged by buddying them, suggest content
and introducing new members to the community.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
7 Quick Cheats
Co
nte
nt
Cost 40
Learning Curve 30
Knowledge Sharing 80
Geek Factor 30
Encourages Participation 80
Sometimes you have to kick start a community very
quickly; using paid bloggers, forum exchanges, auto
registration, competitions, advertising,
online conferences and newsletters. These will help
you achieve this.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Community Progress
Stra
tegy
Cost 40
Learning Curve 60
Knowledge Sharing 50
Geek Factor 70
Encourages Participation 50
Communities need to evaluate how they are doing and
what progress they are making. The checklist asks
you to evaluate the performance of the key roles in the
community, the content being produced and the
resources needed.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Member Satisfaction
Stra
tegy
Cost 40
Learning Curve 30
Knowledge Sharing 80
Geek Factor 30
Encourages Participation 80
Understanding the satisfaction that members have can
help you identify areas for improvement. Ask members
if they feel part of the community, if they would
recommend it and if they are benefiting from being
part of it?
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Contribution Evaluation
Stra
tegy
Cost 65
Learning Curve 70
Knowledge Sharing 50
Geek Factor 75
Encourages Participation 55
Evaluating contributions is a great way to show the
benefits but showcasing how the community helped
saved time in areas of working together, finding
solutions, getting advice, sharing ideas and sharing
problems is worthwhile.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Community Benefits
Stra
tegy
Cost 40
Learning Curve 35
Knowledge Sharing 85
Geek Factor 35
Encourages Participation 80
A survey to identify benefits by directly asking the
community members about the individual, community
and organisational benefits that occur as a result of
their participation in a community.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Community Performance
Stra
tegy
Cost 35
Learning Curve 50
Knowledge Sharing 50
Geek Factor 45
Encourages Participation 55
A survey for facilitators to use to help them identify the
key characteristics of a facilitator and how they are
performing the key task such as encouraging
connections and meeting the community’s objectives
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Full Health Check
Stra
tegy
Cost 50
Learning Curve 50
Knowledge Sharing 70
Geek Factor 35
Encourages Participation 80
The purpose of this health check is to gain an
understanding of the activity level of the community
and to gain an indication on what runs on a lower level
and needs improvement.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community
Gone Well/Not Gone Well
Eve
nts
an
d A
ctiv
itie
s
Cost 5
Learning Curve 10
Knowledge Sharing 65
Geek Factor 15
Encourages Participation 95
A gone well, not gone well is a quick and useful tool to
get candid feedback at the end of an event or activity.
It allows all participants to say which aspects of an
event or activity worked and which didn’t in an open
and accepting atmosphere.
Start up Growth Mature Review
Community Maturity
Online Facilitators Community