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Care and Feeding of Your Association’s Social Network
Ray van Hilst van Hilst Communications
“If you build it they will come…”
…. Or will you play to an empty house?
Success is Not Guaranteed “The failure rate for online communities has been a
popular research topic over the past few years and it is estimated that over 60% of online communities fail to thrive.”
Vanessa DiMauro SocialMedia Today
http://www.socialmediatoday.com/vanessadimauro/103702/5-steps-remedy-failing-online-community
Listen Launch Lead
"One way to be popular is to listen attentively to a lot of things you already know.”
- George Bernard Shaw
Benefits of Paying Attention Identify your best topics
– Is this something people will talk about? Find your best content creators
– Who are my subject matter experts?
Top Things to Listen For Compliments Complaints Expressed Needs Competitors Crowds Influencers
Adapted from The Top 10 Reasons to Monitor Your Brand in Social Media by Radian6 http://www.radian6.com/wp-content/uploads/2009/09/Top10Reasons.pdf
Places to Listen Current Communities
– Listservs, Forums, Your Website Public Social Media
– LinkedIn Groups, Facebook Pages, Blogs, Twitter
Monitoring Tools
Current Communities Listservs Forums Committees Your Website
– Analytics
LinkedIn Groups
Monitoring Tools Free Tools
– Addictomatic - http://addictomatic.com/ – Google Alerts and Google Reader – Twitter and Tweetdeck
Paid Services – Radian6 – Flowtown – Trackur
Make a Plan Choose What to Monitor Identify Your Metrics
– Likes, Retweets, Links – What makes someone an “influencer”
Document and Measure Monitor over Time
What You’ll Get Out of This Topics that your audiences care about A list of the online thought leaders who write and
comment on these topics
Resources Beth Kanter – What Tools are You Using
– http://www.bethkanter.org/toolbox-listen-engage/ Deirdre Reed – Social Media Monitoring: Are
You Listening to Me? – http://deirdrereid.com/2010/10/12/social-media-brand-
reputation-monitoring/ 10 Steps for Successful Social Media Monitoring
– http://mashable.com/2010/08/02/successful-social-media-monitoring/
“If you wait until you are sure, you will never take off the training wheels.”
“We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.”
Jeff Bezos
Building a Launch Plan Who to Invite What to Introduce How to Invite
Engagement Pyramid – Charlene Li Curators
Producers
Commentators
Sharers
Watchers
http://www.slideshare.net/charleneli/understand-your-customers-social-behaviors
Who to Invite Beta-Testers (Producers and Commentators)
– Member involvement – Kick the tires – Creators feed initial content
Early Adopters (Commentators and Sharers) – Commentators – Will round out your community
General Members (Watchers)
Introducing Your Community Rolling out Change
– Manage the change – Ongoing enhancements – Directory Groups Blogs Wikis
Reward for Action – Prizes for completed profiles – Onsite recognition
What to Communicate Benefits
– Better Networking – More Immediate Content – Next Generation Listservs
Desired Actions – Complete Profile – Join a Group – Contribute
Promote Online and Offline Online
– Your Website – eMails and eNewsletters – Event Registration Websites
Offline – Magazine – Postcard – Conference materials
In-Person – Meetings and Conferences – Networking Events
Leading Your Community “Leadership and learning are
indispensable to each other.”
John F Kennedy
“Nobody wants to be part of a community built around shoddy content.”
SmartBrief on Social Media at Blogworld Expo
Building a Successful Community
Know Your Audience Create a Content Plan Establish a Community
Manager Measurement Process
Create a Content Plan Topics that your members are talking about Existing Content
– Repurpose and Republish Upcoming Content
– Annual Meeting Sessions – Articles in your publications
Other Ideas – Surveys – Expert Blogs – Video Updates
15.1%
66.6%
11.2%
5.3% 1.9%
None
1/4 to 1/2
3/4 to 1
1 1/4 to 2
More than 2
ThePort – NonProfit Social Network Benchmark Survey, April 2010
Staff Time Allocated to Private Networks
2/3 of organizations allocate ¼ to ½ of a full time person to monitor their private social networks.
The Community Manager Community is #1
Priority – Manage Content – Engage Members – Makes it Real
Understand Social Media
Good Project Management
Skills
Understand the Larger Vision
Needs to have Proper Authority
Old/Young does not maMer
Metrics Identify what is important
– Active Members – New Posts and Comments – Downloads – Active Groups
Measure and Report
Create a Process Find Good Topics
Find Thought Leaders
Plan and Publish
Monitor Results
Listen Launch Lead
Q and A Ray van Hilst van Hilst Communications [email protected] Twitter: @rvanhilst 703.439.1990
http://blog.avectra.com www.vanhilst.net
Thank You!