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Joyce Davis, Community Manager

Twitter: @jadintx
Community: http://ibm.co/ics-community
                                         7
Seven Habits of a Successful Community Manager

IBM Collaboration Solutions & Social Business




Presented at Social Connections IV in Amsterdam
November 30, 2012
(Joyce explained her Dutch ancestry)
Seven Habits of a Successful Community Manager
7
Seven Habits of a Successful Community Manager
7 habits of successful community managers
Fairness
              Integrity


   Honesty

             Human dignity
Once upon a time, there was a
girl named Dorothy...
Dorothy Gale
                             Corporate Planner
                             Yellow Brick Road Enterprises
                             Kansas, US




    Working on an agenda for our next Emerald City project!




“Dorothy worked in corporate planning for Yellow Brick
Road Enterprises. One day, Dorothy's manager Glinda
came up to her desk and announced, ‘Dorothy, we need
our employees to work better together. And we need to
interact more effectively with our customers. We want to
gather their feedback on how to improve our yellow brick
roads. We've heard that social business will solve all our
problems -- and that we need a community manager.
We've decided that you're good at herding munchkins,
so you've been promoted to community manager!’”
Dorothy Gale
                                            Community Manager
                           Corporate Planner
                           Yellow Brick Road Enterprises
                            Kansas, US   Global




    Glinda just promoted me to community manager!




“Dorothy was flabbergasted! She didn't know where to
start. She was familiar with social media, and she loved
the new software they had just installed at their company
called IBM Connections 4. She decided she had only
one thing to do. Go see the wizard!”
The Wizard

     of Oz

“Dorothy explained her problem to the wizard, who
responded by handing her a small black bag. ‘In this bag
you will find everything you need to be a successful
community manager,’ he said confidently (and with a
slight Australian accent). ‘Go forth and grow your
community!’ Dorothy thanked the wizard and headed
home. As she walked along the yellow brick road, she
peered into the bag….”
[In the bag is contained the objects that represent each
of the 7 habits discussed on the following slides.]
The Wizard

     of Oz

“Dorothy explained her problem to the wizard, who
responded by handing her a small black bag. ‘In this bag
you will find everything you need to be a successful
community manager,’ he said confidently (and with a
slight Australian accent). ‘Go forth and grow your
community!’ Dorothy thanked the wizard and headed
home. As she walked along the yellow brick road, she
peered into the bag….”
[In the bag is contained the objects that represent each
of the 7 habits discussed on the following slides.]
1. Be Proactive   What can you control?
1. Be proactive

• Get personally involved and invested in
  the community


• Focus energy on the things you can control


• Acknowledge mistakes


• Provide easy opportunities for members to contribute
2. Begin with the end in mind   What’s your mission?
2. Begin with the end in mind

• Create a mission statement for the
  community with the help of members


• Define a community charter, complete with roles and responsibilities


• Have an on-boarding and
  enablement process


• Have mentors who help orient          As a member of the community:
  new members                           •Build business relationships
                                        •Receive recognition and visibility
                                        •Gain technical knowledge
                                        •Stay up-to-date
                                        •Influence IBM’s products and strategy
3. Put first things first   Do you know your community?
3. Put first things first

• Developing relationships with community
  members is the single most important role as
  a community manager


• Communicating with members is more
  important than the collaboration tool or
  social channel being used


• Take advantage of face-to-face events to
  build relationships


• Recognize community members publicly
4. Win-win   What do you reward?
4. Win-win

• Align rewards with the value systems
  of the community (reward collaboration
  not competition)


• Don't force people to collaborate a certain way or in a certain place; go to
  where they are and explore ways improve the community
5. Seek first to
understand, then be
understood
Are you listening to your
community?
5. Seek first to understand, then be understood

• Listen to the community; consider focus groups,
  polls or surveys to gather feedback


• Before prescribing solutions, be sure you fully
  understand concerns


• Focus on engagement, not just broadcasts


• Respond on a timely basis
6. Synergize
Is the whole greater than the sum
of its parts?
6. Synergize

• Embrace different points and view


• Let different talents shine


• Establish leaders / advocates for different
  areas of the community (forums, social media
  channels)


• Ensure fresh and engaging community content by
  encouraging contributions from various sources
7. Sharpen the saw   How can you improve?
7. Sharpen the saw

• Measure success; ensure you're measuring
  the right thing (e.g., engagement vs. followers)


• Periodically review the community charter


• Don't be afraid to make changes (including to the community charter)


• Be careful about burn out. Have trusted partners and community members
  who can cover for you when you need a break.


• Explore ways that you can strengthen your skills as a community manager
  (#cmgr, Community Roundtable)
The 7 Habits

1.Be proactive
2.Begin with the end in mind
3.Put first things first
4.Win-win
5.Seek first to understand, then be understood
6.Synergize
7.Sharpen the saw
7
The 7 Habits

1.Be proactive
2.Begin with the end in mind
3.Put first things first
4.Win-win
5.Seek first to understand, then be understood
6.Synergize
7.Sharpen the saw
...Dorothy faithfully practiced the habits of
successful community managers that the
wizard had so wisely offered her. She
thrived in her role as a community manager,
and most importantly, the yellow brick road
community lived happily ever after.


The end.
Resources
• The 2012 State of Community Management - Best Practices from Community, Social Media, & Social Business
  Practitioners
  http://community-roundtable.com/socm-2012/

• Digital Habitats; stewarding technology for communities, by Etienne Wenger, Nancy White, John D. Smith
  http://www.amazon.com/gp/product/0982503601?
  ie=UTF8&tag=fullcircleassoci&linkCode=xm2&creativeASIN=0982503601

• BP304--The Way of the Social Dragon: Ten Key Strategies for Building a Thriving Social Community in Your Organization,
  included in this .zip file:
  https://greenhouse.lotus.com/files/app?lang=en_US#/file/5a4e5393-6f1f-4278-a1a1-947d750e1a39

• IBM Connections wiki
  http://www-10.lotus.com/ldd/lcwiki.nsf/

• IBM Connections Media Gallery
  http://www-10.lotus.com/ldd/lcwiki.nsf/xpViewCategories.xsp?lookupName=Video%20Gallery


• Installing the IBM Connections Files Plug-in for Lotus Notes
  http://www-10.lotus.com/ldd/lcwiki.nsf/dx/Installing_the_IBM_Lotus_Connections_Files_plug-in_for_Lotus_Notes_lc3

• IBM Mobile Apps
  http://www-01.ibm.com/software/solutions/mobile-enterprise/mobile-apps/
7 habits of successful community managers
Don’t miss later today....




The Secret Art of Building Online Communities through
Connections (Pun intended!) – Luis Suarez (IBM)

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7 habits of successful community managers

  • 1. Joyce Davis, Community Manager Twitter: @jadintx Community: http://ibm.co/ics-community 7 Seven Habits of a Successful Community Manager IBM Collaboration Solutions & Social Business Presented at Social Connections IV in Amsterdam November 30, 2012
  • 2. (Joyce explained her Dutch ancestry)
  • 3. Seven Habits of a Successful Community Manager
  • 4. 7 Seven Habits of a Successful Community Manager
  • 6. Fairness Integrity Honesty Human dignity
  • 7. Once upon a time, there was a girl named Dorothy...
  • 8. Dorothy Gale Corporate Planner Yellow Brick Road Enterprises Kansas, US Working on an agenda for our next Emerald City project! “Dorothy worked in corporate planning for Yellow Brick Road Enterprises. One day, Dorothy's manager Glinda came up to her desk and announced, ‘Dorothy, we need our employees to work better together. And we need to interact more effectively with our customers. We want to gather their feedback on how to improve our yellow brick roads. We've heard that social business will solve all our problems -- and that we need a community manager. We've decided that you're good at herding munchkins, so you've been promoted to community manager!’”
  • 9. Dorothy Gale Community Manager Corporate Planner Yellow Brick Road Enterprises Kansas, US Global Glinda just promoted me to community manager! “Dorothy was flabbergasted! She didn't know where to start. She was familiar with social media, and she loved the new software they had just installed at their company called IBM Connections 4. She decided she had only one thing to do. Go see the wizard!”
  • 10. The Wizard of Oz “Dorothy explained her problem to the wizard, who responded by handing her a small black bag. ‘In this bag you will find everything you need to be a successful community manager,’ he said confidently (and with a slight Australian accent). ‘Go forth and grow your community!’ Dorothy thanked the wizard and headed home. As she walked along the yellow brick road, she peered into the bag….” [In the bag is contained the objects that represent each of the 7 habits discussed on the following slides.]
  • 11. The Wizard of Oz “Dorothy explained her problem to the wizard, who responded by handing her a small black bag. ‘In this bag you will find everything you need to be a successful community manager,’ he said confidently (and with a slight Australian accent). ‘Go forth and grow your community!’ Dorothy thanked the wizard and headed home. As she walked along the yellow brick road, she peered into the bag….” [In the bag is contained the objects that represent each of the 7 habits discussed on the following slides.]
  • 12. 1. Be Proactive What can you control?
  • 13. 1. Be proactive • Get personally involved and invested in the community • Focus energy on the things you can control • Acknowledge mistakes • Provide easy opportunities for members to contribute
  • 14. 2. Begin with the end in mind What’s your mission?
  • 15. 2. Begin with the end in mind • Create a mission statement for the community with the help of members • Define a community charter, complete with roles and responsibilities • Have an on-boarding and enablement process • Have mentors who help orient As a member of the community: new members •Build business relationships •Receive recognition and visibility •Gain technical knowledge •Stay up-to-date •Influence IBM’s products and strategy
  • 16. 3. Put first things first Do you know your community?
  • 17. 3. Put first things first • Developing relationships with community members is the single most important role as a community manager • Communicating with members is more important than the collaboration tool or social channel being used • Take advantage of face-to-face events to build relationships • Recognize community members publicly
  • 18. 4. Win-win What do you reward?
  • 19. 4. Win-win • Align rewards with the value systems of the community (reward collaboration not competition) • Don't force people to collaborate a certain way or in a certain place; go to where they are and explore ways improve the community
  • 20. 5. Seek first to understand, then be understood Are you listening to your community?
  • 21. 5. Seek first to understand, then be understood • Listen to the community; consider focus groups, polls or surveys to gather feedback • Before prescribing solutions, be sure you fully understand concerns • Focus on engagement, not just broadcasts • Respond on a timely basis
  • 22. 6. Synergize Is the whole greater than the sum of its parts?
  • 23. 6. Synergize • Embrace different points and view • Let different talents shine • Establish leaders / advocates for different areas of the community (forums, social media channels) • Ensure fresh and engaging community content by encouraging contributions from various sources
  • 24. 7. Sharpen the saw How can you improve?
  • 25. 7. Sharpen the saw • Measure success; ensure you're measuring the right thing (e.g., engagement vs. followers) • Periodically review the community charter • Don't be afraid to make changes (including to the community charter) • Be careful about burn out. Have trusted partners and community members who can cover for you when you need a break. • Explore ways that you can strengthen your skills as a community manager (#cmgr, Community Roundtable)
  • 26. The 7 Habits 1.Be proactive 2.Begin with the end in mind 3.Put first things first 4.Win-win 5.Seek first to understand, then be understood 6.Synergize 7.Sharpen the saw
  • 27. 7 The 7 Habits 1.Be proactive 2.Begin with the end in mind 3.Put first things first 4.Win-win 5.Seek first to understand, then be understood 6.Synergize 7.Sharpen the saw
  • 28. ...Dorothy faithfully practiced the habits of successful community managers that the wizard had so wisely offered her. She thrived in her role as a community manager, and most importantly, the yellow brick road community lived happily ever after. The end.
  • 29. Resources • The 2012 State of Community Management - Best Practices from Community, Social Media, & Social Business Practitioners http://community-roundtable.com/socm-2012/ • Digital Habitats; stewarding technology for communities, by Etienne Wenger, Nancy White, John D. Smith http://www.amazon.com/gp/product/0982503601? ie=UTF8&tag=fullcircleassoci&linkCode=xm2&creativeASIN=0982503601 • BP304--The Way of the Social Dragon: Ten Key Strategies for Building a Thriving Social Community in Your Organization, included in this .zip file: https://greenhouse.lotus.com/files/app?lang=en_US#/file/5a4e5393-6f1f-4278-a1a1-947d750e1a39 • IBM Connections wiki http://www-10.lotus.com/ldd/lcwiki.nsf/ • IBM Connections Media Gallery http://www-10.lotus.com/ldd/lcwiki.nsf/xpViewCategories.xsp?lookupName=Video%20Gallery • Installing the IBM Connections Files Plug-in for Lotus Notes http://www-10.lotus.com/ldd/lcwiki.nsf/dx/Installing_the_IBM_Lotus_Connections_Files_plug-in_for_Lotus_Notes_lc3 • IBM Mobile Apps http://www-01.ibm.com/software/solutions/mobile-enterprise/mobile-apps/
  • 31. Don’t miss later today.... The Secret Art of Building Online Communities through Connections (Pun intended!) – Luis Suarez (IBM)