community advocates: why you need them? what they do?

19
© 2011 Computer Sciences Corporation Community Advocates | 1 COMMUNITY ADVOCATES 101 ESSENTIAL INGREDIENTS FOR COMMUNITY VIBRANCY CLAIRE FLANAGAN CSC, DIRECTOR SOCIAL BUSINESS & COMMUNITY STRATEGY DECEMBER 2011

Upload: claire-flanagan

Post on 28-Nov-2014

1.479 views

Category:

Technology


0 download

DESCRIPTION

A brief description of community advocates, what they are and why you need them. Also includes a brief overview of CSC's community advocate program used in the deployment of CSC's employee community, C3.

TRANSCRIPT

© 2011 Computer Sciences Corporation Community Advocates | 1

COMMUNITY ADVOCATES 101 ESSENTIAL INGREDIENTS FOR COMMUNITY VIBRANCY

CLAIRE FLANAGAN

CSC, DIRECTOR SOCIAL BUSINESS & COMMUNITY

STRATEGY

DECEMBER 2011

© 2011 Computer Sciences Corporation Community Advocates | 2

1. Defends or maintains a cause or proposal

2. Supports or promotes interests of another

ADVOCATES

http://www.merriam-webster.com/dictionary/advocate

Ant’s Eye View Advocacy Planning Framework

3  

Connector  Amplifies  conversa2ons,  

Word  of  Mouth  

Cri2c  Provides  feedback,  ideas  and  insights  

Creator  Answers  ques2ons,  creates  new  content  

Collector  Organizes.  Tags,  rates,  ranks  and  moderates  

1.  Segment  by  Behavior  

2.  Measure  &  Monitor  by  Objec2ve  

+      

3.  Reward  with  “  Currencies”  

Listen   =      

+      Status   =      

+      Tools   =      

+       =      Build   Sell   Support  

Collector  

Build   Sell   Support  

Loyalty   Quality    Resources  

Access  

Reprinted with permission Ant’s Eye View http://www.antseyeview.com

Innova3on  

© 2011 Computer Sciences Corporation Community Advocates | 4

WHAT DO THEY DO? WHY DO YOU NEED THEM?

Advocates

© 2011 Computer Sciences Corporation Community Advocates | 5

1. SHARE COMMUNITY WORK

© 2011 Computer Sciences Corporation Community Advocates | 6

2. INCREASE REACH

& WOM

© 2011 Computer Sciences Corporation Community Advocates | 7

3. PROVIDE MEMBER SUPPORT

7

© 2011 Computer Sciences Corporation Community Advocates | 8

4. PRUNE & CURATE

© 2011 Computer Sciences Corporation Community Advocates | 9

5. SOURCE OF TRUSTED

FEEDBACK

© 2011 Computer Sciences Corporation Community Advocates | 10

Advocates: How Do You Find Them?

1.  Appoint  Volunteers  

2.  Find  Natural  Champions  

3.  Ask  for  Volunteers  

© 2011 Computer Sciences Corporation Community Advocates | 11

Advocates: What Motivates Them?

1.  Access  

2.  Recogni2on  /  Reputa2on  

3.  Influence  

© 2011 Computer Sciences Corporation Community Advocates | 12

RECOGNITION & VISIBILITY

PERSONAL TOUCHES

2. Advocates: How To Reward Them?

BRANDED ITEMS

VIP ACCESS

© 2011 Computer Sciences Corporation Community Advocates | 13

CSC EMPLOYEE COMMUNITY “LIFEGUARD” PROGRAM

CASE STUDY

© 2011 Computer Sciences Corporation Community Advocates | 14

CSC Life Guards

12  Assigned,  100  Total  

Seeded  200  Use  Cases,  Topics  Prior  to  Launch  

© 2011 Computer Sciences Corporation Community Advocates | 15

CSC Life Guards

Planning  Partners,  Story  Tellers  

Engaged  Local  Execu2ves,  Teams  

Source  of  Peer  Support,  Answers  

© 2011 Computer Sciences Corporation Community Advocates | 16

Lifeguard   Senior  Lifeguard  Recogni2on  

KRA  Credit   X   X  Answers  Members  Ques2ons   X   X  

Leadership  of  Use  Cases,  Topics   X   X  Speaking  Opportuni2es  to  Leaders,  

Project  Teams,  Peers   X   X+  

Access  

Early  Access  to  New  Features   X   X+  

Direct  Access  to  Planning  Team     X   X  

Influence  

Release  Priori2es   X   X+  

User  Acceptance  Tes2ng   X  

Life Guard Tiers

© 2011 Computer Sciences Corporation Community Advocates | 17

• How-To’s / Weekly Calls • Communication Templates / Tools

• “Master Lifeguard” Community Manager

• Certificates of accomplishment

• Targeted Training

• Avatar Badges

• Exclusive Lifeguard Space

• Speaking Opportunities

CSC Life Guards: Other Tactics

© 2011 Computer Sciences Corporation Community Advocates | 18

Top Five Ways to Get Started

1 Define  program  objec2ves  

2 Locate  and  engage  credible  advocates  

3 Match  “community”  work  to  advocate  mo2va2on  

4 Measure  advocate  impact  

5 Reward  and  recognize  

© 2011 Computer Sciences Corporation Community Advocates | 19

CSCNews CSC CSC CSCNews

Claire  Flanagan    Director,  KM  and  Enterprise  Social  Business,  Communi;es  Strategy  CSC  Office  of  Innova;on  Linked  In:  hGp://www.linkedin.com/in/cflanagan  Twi_er:  cflanagan