Angela Connor's presentation at Internet Summit 2011. Angela is Social Media Manager at Capstrat and author of the book "18 Rules of Community Engagement: A Guide for Building relationships and Connecting With Customers Online."
4. Guiding Principles
• Focus on the members. It is a must that you have content that draws
people in and keeps them coming back. User-experience is a key
component.
•
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
5. Guiding Principles
• Focus on the members. It is a must that you have content that draws
people in and keeps them coming back. User-experience is a key
component.
• Provide value. Give participants information they can’t find elsewhere.
Educate them. Help solve their problems. Provide insight on topics they
care about.
•
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
6. Guiding Principles
• Focus on the members. It is a must that you have content that draws
people in and keeps them coming back. User-experience is a key
component.
• Provide value. Give participants information they can’t find elsewhere.
Educate them. Help solve their problems. Provide insight on topics they
care about.
• Listen and respond. Be present. Find out what they like and don’t like and
do something about it. Be open. Ask for opinions and feedback. Respect
your members.
•
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
7. Guiding Principles
• Focus on the members. It is a must that you have content that draws
people in and keeps them coming back. User-experience is a key
component.
• Provide value. Give participants information they can’t find elsewhere.
Educate them. Help solve their problems. Provide insight on topics they
care about.
• Listen and respond. Be present. Find out what they like and don’t like and
do something about it. Be open. Ask for opinions and feedback. Respect
your members.
• Repurpose and remix. Existing content can be used and reused. It will
always be new to someone. Showcase user-generated content. The well is
never dry when you find ways to breathe new life into archives and take a
different approach.
•
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
8. Guiding Principles
• Focus on the members. It is a must that you have content that draws
people in and keeps them coming back. User-experience is a key
component.
• Provide value. Give participants information they can’t find elsewhere.
Educate them. Help solve their problems. Provide insight on topics they
care about.
• Listen and respond. Be present. Find out what they like and don’t like and
do something about it. Be open. Ask for opinions and feedback. Respect
your members.
• Repurpose and remix. Existing content can be used and reused. It will
always be new to someone. Showcase user-generated content. The well is
never dry when you find ways to breathe new life into archives and take a
different approach.
• Make it easy for everyone. Membership is the goal but lurkers matter. It
could take months for a participant to actually join a community. Provide
some content that doesn’t require membership and encourages conversion.
•
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
9. But first, a story….
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
10. “A continuous set of interactions,
communications and participatory
behaviors between individuals seeking
meaningful connections to others.”
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
11. People will participate in
my community
because…
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
12. Wrong answers
• Our brand is huge
• People love our products
• I’m a big-time popular highly paid executive
• We paid a fortune to have it built
• It has great features
• We’ve added Facebook Connect
• We’re better than everyone else
None of these will sustain a community.
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
13. Spheres of influence
If you build
it, will they
come?
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
14. A Successful Community Manager Needs….
• A Thick Skin
• A Personality
• Work Experience
• Interpersonal Skills
• An Even Temper
• Common Sense
• Work Experience
• An interest in people and continuous learning
• Work Experience
• Genuine Love for What You Do
• Willingness to Contribute
• Empathy
• Stamina
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
16. What are your Goals?
• Make connections
• Solve problems
•
• Steady increase in membership
• Crucial conversations
• Move to action
• Repeat visitors
• Generate buzz
17. How can we put this into
practice?
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
18. Conversations and Dialogue
• Ask Questions
• “What are your top concerns about…?”
• “What should we do about…?”
• “What will happen when/if…?
• Provide useful information and content
• Live chats, Expert interviews, access to documents
• Make it Personal
• Complain
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
19. Conversations and Dialogue
• Stroke a few egos
• “Loved your comment…”
• “What great question.”
• “Your ideas are always relevant and timely.”
• Showcase and Acknowledge good work
• Share across other social channels
• Ask for Help
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
20. Get to know the community
• Make connections
• Accept and respond to criticism
• Use your influence
• Seek expert advice and opinions
• Make small talk
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
21. Repeat After Me.
• I own this community.
• It is my job to make this a living, breathing, interesting
and active community.
• I will not be lazy
• I will not copy others
• I will appreciate my community’s uniqueness.
22. Takeaways
• Give people what they want
• Be present
• Talk to people WHERE they are
• Become a user advocate
26. Angela Connor
@communitygirl
LinkedIn.com/angelaconnor
aconnor@capstrat.com
Blog.AngelaConnor.com
Capstrat Insights:
http://www.capstrat.com/insights/authors/angela-connor/
Book: “18 Rules of Community Engagement: A
Guide for Building Relationships and Connecting
With Customers Online (Happy About, 2009)
Angela Connor Twitter: @communitygirl LinkedIn: angelaconnor
Notas do Editor
When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
When it comes to growing online communities, there are five guiding principles to keep in mind. These are critical for early and continued success and should be top of mind to help keep members engaged. When we started to think about your challenges – critical to your success Case studies TWTCPA LTC Land for Tomorrow Deloitte AERS Echoview Farm
So what exactly IS social engagement? You’ve heard me say that word quite a bit in this short amount of time. Here is how I want you to think about it.READ DEFINITIONWe have to facilitate this process in online communities. And when we do it right, amazing things start to happen. - Share my GOLO story next.
Goals and Objectives BEFORE Social Media Strategy and Tactics What do you want to accomplish? Educate the masses? That’s not specific enough. Many of you have Facebook pages and active twitter accounts. Some are using Flickr, posting and sharing events but you’re not seeing the traction. At Capstrat, we believe your online involvement is an investment. It needs to be considered a long-term strategic commitment, not a short-term experimental tactic.