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Slides from the session entitled "Assessing Online Community Management" (view the video here: http://online-behavior.com/emetrics/online-community-management) - The business value of social media is more than just listening. Contributing is more than just interjecting corporate comments and ideas. Engaging with any online community requires unique social skills. A community manager is the linchpin of a vibrant group. They are the instigator and catalyst of conversations. Like a gracious host, they are essential to encourage dialogue, initiate new discussion topics, make introductions and smooth over the jagged edges of social interaction. As organizations recognize the need to add this new role to their employee roster, the question follows, how does one assess their effectiveness? How do you measure the success of a community manager? Anna, from financial services powerhouse Citi and Jamie of technical powerhouse EMC will offer philosophy, strategy, tactics and a large dose of reality.
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1 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
What makes a successful community manager? Tips from a community management pro Jamie Pappas Sr. Manager, Enterprise Social Media Strategy
2 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
For the Twitterati • @AnnaOBrien • #Citi
• @JamiePappas • #EMC • @eMetrics • #emetrics
Image courtesy of: http://www.inflectovita.com
3 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
About EMC • Fortune 200 company • 44,000 employees globally • $14B revenue in 2009 • Tremendous transformation • Formally embarked on our ‘Social
Journey’ in 2007
4 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Jamie Pappas EMC Corporation
Jamie Pappas Sr. Manager, Enterprise Social Media
Strategy
Let’s Connect! [email protected]
www.jamiepappas.com
These slides will be available on SlideShare at http://www.slideshare.net/jamiepappas
5 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
A successful community is a bit like a party • Someone has to think of it • Someone has to organize it • Someone has to invite
people to it • Someone needs to nurture
it • Someone has to make sure
it’s fun
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6 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
A community manager is the party host • Set the tone • Invite participation • Welcome the guests • Connect guests • Respond to requests • Keep everyone happy • Be present
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7 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Thirsty people don’t talk • Mixed drinks are fun • Some prefer their drinks
straight up • Water is important, too • Great drinks get
recommended • Keep the glasses full
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8 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Hungry people leave • Some will want snacks • Some will want more • Condiments are nice, too • Exotic foods can be scary • Silverware is a must • Let people fill their own
plates
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9 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
People are important • Without people there is no party • Invite more than you expect to come • But be prepared for all of them to show up
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10 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Planning the next party • Actively solicit feedback • Make adjustments as
needed • Know what works • Know what doesn’t work • Be responsive • Be collaborative • Be present
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11 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
And the moment you’ve all been waiting for
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12 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
How I measure community success:
Qualitative (more apparent, but doesn’t always carry as much weight)
– User engagement – are people there?
– Community feedback/stories – Do they miss it when it’s gone? – Part of “everyday” business
activities? – Could we work (as well) without it? – Employee satisfaction stories
Quantitative (harder to define, but often the first thing asked for)
– Activity levels – Registered user & lurker statistics – Employee satisfaction surveys – Employee retention rates – Time searching for information – Reducing duplicate efforts/projects
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13 © Copyright 2010 Jamie J. Pappas. All rights reserved.
THANK YOU
JPAPPAS OCT 2010
