Part of a presentation for the Government of Singapore Delegation around the faciltation of communities of practice

1. The Importance of Community Facilitation 23/6/11 Michael Norton

2. The party host Why am I having this party? Where will the party take place? When will it take place? Who’s going to help me set up the party? Who do I invite to the party? How do I entertain the guests?

3. The role Facilitators network and connect community members by encouraging participation, facilitating and seeding discussions, and by keeping events and community activities engaging and vibrant.

4. Modeling behavior Build trust and relationships Create energy and effort Motivate

6. Jack of all trades Project Management Customer Management Professional Development Brand Management Platform Management Advertising and Marketing Staff Development Business Planning Community Management Content Management Based on Dion Hinchcliffe’s Jack of all Trades http:// i.zdnet.com/blogs/community_manager_large.png?tag = mantle_skin;content

7. Activates Invites Social Content Newsletters Blogging Promotion Communication Forums Events Review

8. No active facilitation

9. Getting and Retaining members Welcome them, give them pointers on getting started, suggest topics where they might participate, and tell them about any interesting upcoming events. Provide some reward to those who make the effort From stranger to passer by Make personalised invitation From lurker to participant From participant to regular From passer by to lurker Make potential members aware of your community Building content that will attract members Encourage members to bring in interesting participants Send an email to new members within 24 hours of their membership Highlight community content Create "small steps" for encouraging participation, posting regular questions or forum answers ALWAYS greet newcomers, and encourage other community members to welcome them. Write a regular newsletter highlighting your site and community People return to places where they find a group of people to talk to. If you do not have such a place, you will not be able to retain members. No effort on your part, no matter how great, will create a regular where there is no community Facilitate members to find people to talk, through personal profiles, highlighting member interests, discussions, and so on.

10. Facilitators Community saves 354 days 154 document created 2445+ downloads est. cost avoidance £19,804 est. 1.5 days saved per member 52% of members contributing est. cost avoidance £123,900 236 members x £525 (1.5 days @£350 per day) per person =£123,900 in avoidable cost Based on the current the cost of an immediate download from the British Library is £8.10

11. KM team Help Desk Training Communities Facilitators Community Knowledge and Information Management Knowledge Hub