Forum One Community Next Steps Share Deck
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This document provides guidance on defining next steps for a community by evaluating existing participation levels and needs, determining business and customer needs, brainstorming projects that balance short and long-term goals, and continuing to measure success. Key aspects include analyzing current participation depth and loyalty, identifying top customer needs and opportunities, finding projects that address business objectives, clearly communicating plans, and proving value through metrics. The overall message is to thoughtfully plan new initiatives by understanding both the community and business.
Forum One Community Next Steps Share Deck
- 1. Defining Next for your Community Dawn Lacallade Community Manager, SolarWinds @DawnL and #solarwinds
- 3. Less understanding of the medium More politics More shiny objects Critical not to just take the shiny object as the next step without analysis. Photo Credit: http://www.flickr.com/photos/mckaysavage/3016006648/
- 5. Evaluate Existing Community Participation levels Watchers and creators. Depth Return Rate Type of participation Feedback Ask or answer Develop content Recommend Critique Collaborate How are you growing Leverage existing participants Grow participants- how? Sentiment and Loyalty Existing company performance/ participation Photo Credit: http://www.flickr.com/photos/saxcubano/440777294/
- 7. Determine what you need - Slide - Customer/ Community Needs Business Needs http://www.flickr.com/photos/kimandshannon/3806011383/
- 8. Defining CURRENT Business Needs Start with the current business goals/ challenges and identify where community can help. Make the stakeholders aware of what community can offer (list on next page) Find the blend of quick hits and long term value. - Slide -
- 9. Narrow Thinking - Slide - http://www.flickr.com/photos/chough/87501689/
- 10. Explain what is possible! Website Grow traffic SEO Content creation- marketing Product recommendations Brand Crisis Management Case studies Direct communication with customers Find brand advocates Personalize the company Corporate or Exec branding Support Content creation- support Content creation- learning Questions and answers R&D Idea generation Prioritization Beta testing/ Focus Groups Strategic partnering Content Creation- software Sales Product recommendations Use cases Impulse buy Question & Answer- pre-sales Word of mouth marketing Internal Community Communication Knowledge sharing R&D New employee education - Slide -
- 11. Customer/Community Needs Define customer sets (segments) What types of customers come to your sites? What do you know about these groups? Identify what they need and when When do they engage with the company and what are their goals? How important are each of these areas to the user? Score how we are delivering on these needs today. Use this information to find the areas of greatest need/ opportunity from the Customer’s perspective. Evaluate impact of new projects to existing members ***ask customers*** - Slide -
- 13. Plot the shortest path Finding the right projects Tweak existing or start fresh? Brainstorm projects that will deliver to the goals Balance longer term with quick wins Communicate clearly (set expectations) Stakeholders + involved Elevator level Project manage the delivery http://www.flickr.com/photos/flyzipper/
- 14. Prove it Continue to measure community health metrics Activity Growth Project level success measures As you mature, this becomes more important Must be in terms that match the business need Getting to ROI that makes sense to your executives http://www.flickr.com/photos/mr_beaver/3486761520/
- 15. - Slide - Caution: Be Realistic (What is reasonable to expect from your users) Understand Community (What it is and is not good for) Be True to your Brand