1 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
What makes a successful community manager? Tips from a community management pro Jamie Pappas Sr. Manager, Enterprise Social Media Strategy
2 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
For the Twitterati • @AnnaOBrien • #Citi
• @JamiePappas • #EMC • @eMetrics • #emetrics
Image courtesy of: http://www.inflectovita.com
3 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
About EMC • Fortune 200 company • 44,000 employees globally • $14B revenue in 2009 • Tremendous transformation • Formally embarked on our ‘Social
Journey’ in 2007
4 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Jamie Pappas EMC Corporation
Jamie Pappas Sr. Manager, Enterprise Social Media
Strategy
Let’s Connect! [email protected]
www.jamiepappas.com
These slides will be available on SlideShare at http://www.slideshare.net/jamiepappas
5 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
A successful community is a bit like a party • Someone has to think of it • Someone has to organize it • Someone has to invite
people to it • Someone needs to nurture
it • Someone has to make sure
it’s fun
Image courtesy of: http://entertaining.dinnerwarecenter.com
6 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
A community manager is the party host • Set the tone • Invite participation • Welcome the guests • Connect guests • Respond to requests • Keep everyone happy • Be present
Image courtesy of: http://thediningguy.com
7 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Thirsty people don’t talk • Mixed drinks are fun • Some prefer their drinks
straight up • Water is important, too • Great drinks get
recommended • Keep the glasses full
Image courtesy of: http://www.gadgetshop.com
8 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Hungry people leave • Some will want snacks • Some will want more • Condiments are nice, too • Exotic foods can be scary • Silverware is a must • Let people fill their own
plates
Image courtesy of: http://betweenthelionsgraphicdesign.com
9 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
People are important • Without people there is no party • Invite more than you expect to come • But be prepared for all of them to show up
Image courtesy of: http://www.ourweekendparty.com
10 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
Planning the next party • Actively solicit feedback • Make adjustments as
needed • Know what works • Know what doesn’t work • Be responsive • Be collaborative • Be present
Image courtesy of: http://www.zazzle.com
11 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
And the moment you’ve all been waiting for
Image courtesy of: http://www.zazzle.com
12 © Copyright 2010 Jamie J. Pappas. All rights reserved. JPAPPAS OCT 2010
How I measure community success:
Qualitative (more apparent, but doesn’t always carry as much weight)
– User engagement – are people there?
– Community feedback/stories – Do they miss it when it’s gone? – Part of “everyday” business
activities? – Could we work (as well) without it? – Employee satisfaction stories
Quantitative (harder to define, but often the first thing asked for)
– Activity levels – Registered user & lurker statistics – Employee satisfaction surveys – Employee retention rates – Time searching for information – Reducing duplicate efforts/projects
Image courtesy of: http://www.flickr.com/photos/lumaxart
13 © Copyright 2010 Jamie J. Pappas. All rights reserved.
THANK YOU
JPAPPAS OCT 2010
Recommended
