PAST EVENT RECORDINGS
 

Community Roundtable: Creating a Business Justification for your Online Community (10/17/07)

Where: Online
When: Wednesday, October 17, 2007 from 2:00 PM - 3:00 PM ET

+ LISTEN TO THE ROUNDTABLE DISCUSSION  (.wmv file/53:52)

Josh Hilliker, Intel

Diane Davidson, WebEx/Cisco

Mukund Mohan, Inovis

Aaron Strout, Shared Insights

Join community practitioners, Josh Hilliker of Intel, Diane Davidson of WebEx/Cisco and Mukund Mohan of Inovis to talk about creating a business case in order to get your customer community funded. Aaron Strout of Shared Insights will moderate this interactive session.

During the discussion, we covered important topics like:

• Getting management buy in
• Understanding what resources are necessary
• Tackling legal hurdles (including training)
• The importance of openess and honesty

+ LISTEN TO THE ROUNDTABLE DISCUSSION  (.wmv file/53:52)

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Community Roundtable: 5 Questions Every Company is Asking About their Community (9/27/07)

Where: Online
When: September 25, 2007 at 2:00 PM ET

+ LISTEN TO THE ROUNDTABLE DISCUSSION  (.wmv file/53:52)

George Jaquette Intuit

Bill Johnston ForumOne

Aaron Strout Shared Insights

Smart companies are looking hard at incorporating community and social networks into their current business strategy. Smarter companies are already starting to build out their customer communities (on their own or on Facebook/Myspace).

Join community gurus, George Jaquette of Intuit, Bill Johnston of ForumOne Communications (formerly of Autodesk) and moderator Aaron Strout of Shared Insights for an interactive roundtable on the 5 questions every company is asking about their community initiatives:

1. How do I create a value-driven community strategy?
2. Which metrics should I be measuring?(Measuring value in traditional and non-traditional ways)
3. How do I manage my community, and how can I enlist my community to help?
4. How do I grow my community without losing intimacy?
5. Within our company, who should blog and who shouldnt?

+ LISTEN TO THE ROUNDTABLE DISCUSSION  (.wmv file/53:52)

We also captured the live chat during the session. There were a number of good suggestions and links. See below:

From Tony Karrer to All Participants(02:30:18 PM):
IBM's Jams around their modified strategy was pretty good at getting lots of input and discussion.  However, this was not a "community".


From Tony Karrer to All Participants(02:31:04 PM):
Speaking of which - will we be discussing network type approaches that form ad hoc groups?

IN RESPONSE TO THE QUESTION - Which metrics should I be measuring?

From Jake McKee to All Participants(02:37:38 PM):
http://chrisbrogan.com/measuring-social-media-efforts/

IN RESPONSE TO THE QUESTION - How do I manage my community, and how can I enlist my community to help?

From Melany Gallant to All Participants(02:40:20 PM):
have a dedicated team, plan, get exec champion


From Melany Gallant to All Participants(02:40:28 PM):
work with rotating advisory councils to get user input


From Tony Karrer to All Participants(02:40:42 PM):
Are people here running communitys?


From Jake McKee to All Participants(02:40:45 PM):
you don't "manage" communities.... you inspire, excite

From Jake McKee to All Participants(02:40:47 PM):
:)

From Matthew Winters to All Participants(02:41:16 PM):
I agree.  I was just going to say that I think the most important thing is to not try too hard to "manage" the community


From Melany Gallant to All Participants(02:41:33 PM):
be a part of the community - that's also important


From Jake McKee to All Participants(02:41:41 PM):
It has to be an honest to god relationship, an all around interaction that leads to "everybody going home happy"

From Matthew Winters to All Participants(02:41:45 PM):
provide opportunities, recognize community-initiated movement.


From Simon Chen to All Participants(02:41:50 PM):
Matthew Lees (presented at C2.0)  has a great paper on community metrics based on PS Group's Customer Scenario Mapping http://www.psgroup.com/detail.aspx?ID=803


From Tony Karrer to All Participants(02:41:54 PM):
Of course, the fact that you can't manage is what makes things scary when you are trying to convince people to help fund the effort.


From Tony Karrer to All Participants(02:42:52 PM):
So is the 90-10-1 principle.  Especially for smaller audiences


From Miles Sims to All Participants(02:43:04 PM):
you also have to set the tone for the community - making sure people feel welcome and are encouraged to participate


From Jake McKee to All Participants(02:43:57 PM):
indeed Bill!

From Melany Gallant to All Participants(02:43:58 PM):
yes - further to Miles - your members need to understand their role in the community


IN RESPONSE TO THE QUESTION - How do I grow my community without losing intimacy?
From Simon Chen to All Participants(02:44:14 PM):
community efforts are both virtual and in the real world - great to align these efforts


From Matthew Winters to All Participants(02:44:32 PM):
nice point, Simon :-)


From Simon Chen to All Participants(02:45:20 PM):
it's a hard point to make with my clients ;-)  much like communications plans


From Simon Chen to All Participants(02:45:26 PM):
thx tho matt


From Tony Karrer to All Participants(02:45:33 PM):
Simon - that would be an interesting topic for another session like this.  Difference in virtual world communities vs. online communities.


From Pauline Brannigan to All Participants(02:45:34 PM):
Good Moderation is a kin to being a good inn keeper


From Aaron Strout to All Participants(02:46:00 PM):
yes!


From Matthew Winters to All Participants(02:46:26 PM):
another great point.


From Jake McKee to All Participants(02:46:30 PM):
http://www.commoncraft.com/party

From Matthew Winters to All Participants(02:47:02 PM):
I personally think that in time we will see fully self-moderated communities - (beyond simply "content-rating")


From Tony Karrer to All Participants(02:47:03 PM):
How has community "management" and "growth support" changed as people have gone into social networking, blogs, etc. and seem to have their attention scattered?


From Tony Karrer to All Participants(02:49:01 PM):
Matthew - I'm not sure I get what "fully self-moderated community" means?


From Tony Karrer to All Participants(02:49:55 PM):
Aaron - it was interesting to see you somewhat leverage Facebook to create an ad hoc group / temporary community around a topic.  I'm trying to get my head around whether this changes things.


From Matthew Winters to All Participants(02:49:56 PM):
Well, my "dream" is to see communities that moderate themselves fully in the sense that a traditional moderator becomes unncessary


From Matthew Winters to All Participants(02:50:15 PM):
that a Community be given tools to handle it all themselves


From Jake McKee to All Participants(02:50:27 PM):
Not a requirement, but best case seems to be that online drives to offline drives to online and so on

From Tony Karrer to All Participants(02:50:31 PM):
Got it Matthew - thanks.


From Matthew Winters to All Participants(02:50:50 PM):
currently, we mostly see either reactive moderation or distributed moderation in the form of content rating...flag this post up and down type of thing


From Simon Chen to All Participants(02:51:23 PM):
go to where the community exists - online/offline, both


From Melany Gallant to All Participants(02:52:14 PM):
have to be passionate about blogging, dedicated


From Pauline Brannigan to All Participants(02:53:00 PM):
multi channel content and programming was crucial to our CCSF Community of Customer Care Executives


IN RESPONSE TO THE QUESTION - Within our company, who should blog and who shouldnt?

From Jake McKee to All Participants(02:53:21 PM):
Bigger question - who do you see as the people who, generally, should participate (or not) with the community groups?

From Tony Karrer to All Participants(02:53:27 PM):
Not sure I agree that they already are. (in response to Bill Johnston's comment that your employees are already blogging)


From Pauline Brannigan to All Participants(02:53:30 PM):
Blogger need to blog.  


From Tony Karrer to All Participants(02:53:39 PM):
lots of people still don't really get it


From Pauline Brannigan to All Participants(02:53:48 PM):
meaning that they need to continue to post


From Tony Karrer to All Participants(02:53:53 PM):
especially as integrated into work and learning


From Jennifer Cinclair to All Participants(02:54:02 PM):
What about guest bloggers for a short time period (month, couple of months) on a specific topic or project?


From Melany Gallant to All Participants(02:54:07 PM):
yes - it's a longterm commitment/communications strategy


From Pauline Brannigan to All Participants(02:54:48 PM):
in terms of blogging ..  The horse is out of the barn..  employees are doing it.  


From Pauline Brannigan to All Participants(02:55:29 PM):
Many of the Presidential candidates are taking advantage of guest bloggers.   Great idea


From Matthew Winters to All Participants(02:56:29 PM):
Great event.  I have more fires to go put out, but I hope to chat with you all again soon.


From John Kraft to All Participants(02:56:46 PM):
I agree. Thanks for this.

From Tony Karrer to All Participants(02:56:52 PM):
Example guidelines:


From Tony Karrer to All Participants(02:56:53 PM):
http://www.ibm.com/blogs/zz/en/guidelines.html


From Aaron Strout to All Participants(02:57:00 PM):
thansk - we'll definitely do mor!


From Aaron Strout to All Participants(02:57:06 PM):
sorry "more"


From Simon Chen to All Participants(02:58:39 PM):
good one bill


From Tony Karrer to All Participants(02:58:41 PM):
Yes Aaron, this was good.  Thanks for the invite. I hope we can dive down into some more detailed topics in the future.


From Ashley to All Participants(02:59:00 PM):
Thank you...very interesting discussion.

From Melany Gallant to All Participants(02:59:01 PM):
thanks for coordinating this event!


From Jennifer Cinclair to All Participants(02:59:20 PM):
Thank you!  Looking forward to learning more from the links you have shared. 


Special Bonus! Download ForumOne's Online Community Metrics Best Practices Survey / March 2007 for free.