Community leadership

© 2012 Deloitte Global Services Limited

Communities of Practice (CoPs) Community Leadership

October 2012

Presented by: Lori Brown & Curtis Conley, Ed.D.

© 2012 Deloitte Global Services Limited2

Agenda

• Lori Brown: Who am I and what is my role?• Community Stories

• Lessons Learned

• Future Plans

• Curtis Conley: Who am I and what is my role?• Community Success Factors

• Improving Community Health

• Community Tools

• Peer Support

Community Leadership


Who am I and what is my role?

Lori Brown• Background

- Novell- Communities

• Joined Deloitte in October 2011• Global Consulting Knowledge Management

- Communities Team- Dedicated Community Moderator

o Getting startedo HC: Strategic Change and Organization Transformationo S&O: Strategyo Technology: SharePoint

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Achieving an active community together

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Our commitment:

• Dedicated Community Moderator will team with community sponsor(s) and leadership on building community related activities:• Increase membership through

promotion and awareness campaigns

• Stimulate the use of the discussion board and social media tools

• Coordinate and host knowledge-sharing events

• Connect practitioners to desired content and develop approaches to highlight content on site

• Coordinate community events• Actively use health indicators to

achieve maximum success• Provide mentorship on

collaboration, knowledge-sharing resources, and global network development

• Track and report progress

Leader commitment:

• Identify the business priority and globally aligned community

• Identify a community sponsor that will work with the Dedicated Community Moderator

• Introduce Dedicated Community Moderator to community sponsor

• Commit to the community• Encourage your leadership team to

support and reinforce the Dedicated Community Moderator

• Provide access to business related conversations e.g., e-mail distributions, meetings, events, projects


HC: SC&OT Community Story

• Site launched October 2011• My involvement began March 2012• One moderator driving community• We officially launched community May 2012 with sponsor

message• Created Yammer group and integrated within community site• Call for core team members through Yammer

- Continue to onboard everyone with community tools and resources

• What’s next:- Newsletter

- Knowledge sharing events

- Content drive


S&O: Strategy Community Story

• Launched September 2009• My involvement began March 2012• US practice initially drove the site development and activities• SA lead identified a global community moderator• On-boarded the new moderator with information on overall

community program, tools and processes• We merged the global team with US team• Built and launched global site

- Piloted the dynamic data table

- Content rating system

• Next:- New community sponsor

- Global Yam Jam promote

- Build global core team

- CoE for content drive


Technology: SharePoint Community Story

• Launched February 2010• My involvement March 2011• Core team existed, but ran out of energy• Revitalized existing core team• Identified Yammer group and integrated within community• Used Yammer to do a call for global core team members• August newsletter distributed• August knowledge-sharing event successful• Next steps:

- White papers

- Update newsletters

- Update community site

- Knowledge-sharing events


Lessons learned: Pros and Cons

PROS:• Consistent community advocate that requires no on-boarding• GCKM “inside” connection and familiarity• Building relationships and network to contribute towards

community• Familiar with community metrics, tools and resources available to

create a healthy community• Core team volunteers are enthusiastic, willing to learn and take

risksCONS:• Hard to get core team and community members comfortable

working outside of boundaries (hierarchical, organizational, geography), using community tools and comfortable collaborating globally

• On-boarding process for core team impacts target dates• Getting connected and “in the know”


Future plans

• Continue to “beat the drum” and promote and grow each of the SA priority communities and community program

• Continue to ensure all of these communities’ objectives align with the global leaders’ priorities and strategies

• Continue building connections and working globally• Promote collaboration, content contribution and knowledge-

sharing within each community• Migration of community sites to new platform• Take on new priorities:

- SAP

- Social Media

Community Success


Who am I and what is my role?

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Curtis Conley, Ed.D. Ed.D.

curtisconley.com

Northern Illinois University

Deloitte Consulting

Community Success Factors


Community Success Factors

The most successful, active communities all have the following traits in common:

• Supported by committed leader(s) with passion, expertise, and time for the role

• Constantly look for ways to promote community and increase membership• Promote knowledge sharing via an active threaded discussion board with

regular posts and replies• Distribute regular newsletter or blog posts• Hold regular conference calls, webinars, or face-to-face meetings

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Community Measurement

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The monthly Community Health Report is designed to provide feedback to communities teams on the success factors most critical to achieving and sustaining an active community.

• The report correlates to the critical factors previously discussed:

• # of posts to your community’s Yammer group

• # of blog posts / newsletters distributed

• # of community events (e.g., meetings, conference calls)

• # of community members


Community health indicators

Green

• At least one post to your Yammer group per week

• At least one newsletter or blog post per month

• At least one conference call, webinar, or face-to-face meeting every other month

• # of group members / # of CoP members is 75% or greater

• Yellow

• At least one post to your Yammer group per month

• At least one newsletter or blog post per quarter

• At least one conference call, webinar, or face-to-face meeting per quarter

• # of group members / # of CoP members is 50-74%

Red

• No posts to your Yammer group in a month

• No newsletter or blog post in a quarter

• No conference call, webinar, or face-to-face meeting in a quarter

• # of group members / # of CoP members is less than 50%

Improving community health


Yammer group

Yammer provides a space where community members can interact virtually; sharing what they find interesting or asking questions about a problem they may have.

• Tips for going green: o Seed your Yammer group with posts

o Post at least once a week, set a calendar reminder to do so

o Include a summary of a community event, a useful link, or a thought-provoking topic to stimulate discussion

o Recruit other core team members or key members to also post

o Encourage members to subscribe to your group via Email Alerts

o Send existing members an email reminder to do so

o Update your welcome message asking new members to do so

o If a question is asked, answer within 48 hours

o Pull discussions/questions from email exchanges into the Yammer group

o Yammer group is displayed prominently on your community site


Blog / Newsletter

A blog or newsletter is your primary communication tool to members. It is the official “voice” of your community.

• Tips for going green: o Post/send out updates on a regular/routine basis

o Post at least once a month, more if possible; set a calendar reminder to do so

o Share community updates (content, events), industry news, messages from leadership, solicit feedback, etc.


o Having leadership blog engages other community members

o Send email to members, encourage them to set up Email Alerts

o Blog/Newsletter is placed prominently on the community site, archive available


Events

Holding regular conference calls, webinars, or face-to-face meetings give your community members a chance to come together to put a voice/face to who they’re collaborating with virtually.

• Tips for going green: o Hold events on a regular/routine basis


o Invite external speakers or vendors to present during calls

o Recruit thought leaders within Deloitte to host a Yam Jam

o Possible topics to share include summary of industry events, conferences, lessons learned, project summaries, or roundtable discussions on a subject of interest

o Create a space where members can view event agenda, materials and suggest future topics

o Event space/calendar placed prominently on the community site, archive available


Membership

Having a critical mass of members join your community and Yammer group is crucial for the long-term health of your community.

• Tips for going green: o Promote your community using the templates and examples available in the

Community Manager Community

o Cross promote your community with other communities/Yammer groups

o Find newsletters or other calls/events where you can encourage others to join

o Include a link to your community in your email signature

o Request that members of your community share the URL with colleagues

Community Tools


Using Community Collaboration Tools

When should you use each of the collaboration tools available to you in your community?

• Yammer• Blog• Calendar• Wiki

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Yammer

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When to use When NOT to use

• Share a link, e.g., here is a link to the latest Forrester Wave report on social networking

• Ask a question, e.g., has anyone encountered this problem before, and if so, how was it solved?

• Find a resource, e.g., looking for a specialist in retirement benefits to help win a bid in Calgary

• Answer a post, e.g., in response to your question, here are links to three relevant quals in the quals database

• Recognize a colleague, e.g., thanks to @JR Reagan for posting Innovation Questions of the Day

• Inform about your activities, e.g., will be in the Philadelphia office today; does anyone wish to meet?

• Suggest an idea, e.g., local office TV screens should display the global Yammer conversation stream

• Specific action items and requests• Final deliverables, content and attachments• Client material



Blog

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• Sharing tips and tricks, links, and other insights broadly• Opinions• News and announcements• Communiqués• Chronological archive (e.g., of newsletters sent out)• Updates on community content/resources

• Final deliverables, content and attachments• Client material• Discussions



Community Calendar

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• Share community events• Share community deadlines (e.g., content drives)• Share relevant, internal events• Share relevant, external events

• General/common events (e.g., holidays)• Internal team events• Events not open to the entire community to join



Wiki

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• Shared document development• Shared agenda development• Ongoing editing of shared text

• News• Final deliverables, content and attachments• Client material• Discussions• Blog or chronological archive

Peer support


Collaborate with other community moderators

• The KX Moderator Community and Community Moderator Group to get connected with other community moderators, GCKM Communities Team, and get access to all of the resources and latest announcements that can help make you successful.

Moderator action items:

• Join and visit the Moderator Community

• Join and visit the Community Moderator Yammer Group

• Set up alerts for the Moderator Blog

• Open and save the Moderator Community Calls invite to your calendar


Moderator Community

• Community for KX Community Moderators

• Provides information, resources and support for KX Community Moderators seeking to develop, launch and maintain active and healthy communities


Community Moderators Yammer Group

• Primary communication tool of the Moderator Community

• Ask questions to the GCKM Communities Team and fellow Moderators

• Access news and announcements from the GCKM Communities Team


Moderator community calls

The Moderator Community Call takes place on the 2nd Friday of each month. This call typically shares updates from the GCKM that impact community core teams, presentations from community moderators, and an opportunity to interact and ask questions to others attending the call.

We ask that each community have at least one moderator from their community present, and all if possible.

• Meeting agenda & materials


As used in this presentation, ‘Deloitte’ means Deloitte Touche Tohmatsu and its member firms.

Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member firms.

This publication is for internal distribution and use only among personnel of Deloitte Touche Tohmatsu, its member firms, and its and their affiliates. Deloitte Touche Tohmatsu, its member firms, and its and their affiliates shall not be responsible for any loss whatsoever sustained by any person who relies on this publication.

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