human-centered aspects of community management
DESCRIPTION
April 25, 2012 San Francisco Online Community Meetup presentation by Marc Siegel of SimracewayTRANSCRIPT
My background
Teachers and students
Software developers
Casual game players
My current job
I am currently hiring for • Customer Service Reps ($14-16/hr)• Associate Community Manager
(mid-$40s / year)
Race car simulation game
Winners of online races win nice prizes, i.e. trip to California to drive real race cars
Humanize interactions
• People come for content but stay for relationships
• Address people by name or handle
• Sign notes with your name
• Provide robust profiles to help people relate:• Allow individuals to share about themselves
free-form• Have system keep track of updates: posts,
badges, etc• Highlight fresh or good profiles
Communications
• Be open, honest and transparent• If you don’t know or can’t share, simply say
so• Squirrely answers erode trust• Don’t delete negative comments; instead
respond with the best spin possible
• Create feedback loops• Let the members have lots of influence in
determining the community roadmap• Always be grateful for constructive criticism
Make it easy for newcomers
• Provide a “Visitor’s Center” • Name is not important; could be
“Getting Started” or “About us”• Include the following:
• Frequently Asked Questions• A guided tour• Membership requirements• Help/Search• Press releases• Links to notable people
Volunteer leaders
• Promote certain members to be volunteer leaders; choose them carefully
• Delineate their responsibilities
• Provide training if need be
• Provide perqs for participating:• SWAG, early access to software, connections to
key people, private group for discussion• Distinction online (icon with their screen name)
• Monitor their continuing participation
Roles within the community
• Greeter – welcome newcomers
• Host – facilitate the core activities
• Content expert – provide compelling posts for other members
• Editor – evaluate content
• Cops – remove people/content that violate the community standards
• Teacher – teach members to become leaders
• Events Coordinator – plan and run events
• Support – answer questions about the system
• Manager – evaluate and support leadersFrom “Community Building” by Amy Jo Kim
Stages of participation
• Visitors: people without a persistent identity in the community
Membership Ritual: letter, gift, event
• Novices: new members who need to learn the ropes and be introduced into the community life
• Regulars: established members that are comfortably participating in community life
Leadership Ritual: selection, training, graduation
• Leaders: volunteers, contractors and staff that keep the community running
• Elders: long established regulars and leaders who share their knowledge, and pass along the culture
From “Community Building” by Amy Jo Kim
Encouraging participation
• Seed discussion• Don’t open empty forums• People are reluctant to go first• People need examples to follow
• Create some dummy questions/answers• If you can find helpful cohorts, great• Else create dummy accounts for just this
purpose• Provide variety of use cases
Encouraging more conversation
• Answer in open ended ways• Even if you are providing a definitive
answer, say “has this worked for other people”
• Ask questions
• Don’t’ respond immediately; allow the community to answer• Exception: if bad info has already been
posted, respond quickly to avoid people chasing bad info
Designing products via community
• Throughout the design/build cycle, get feedback from customers
• The better your product reflects customer desires, the more successful it will be
• Examples:• Simple: Christmas theme at Mindjolt• More elaborate: continual back and forth
between development manager and community at IBM
Analytics trumps community input
Regardless of input, Shard 5 tests so much better, so it will be used going forward
Bonus question: Twitter
• “LinkedIn is dead; the way to search for work is by Twitter”
• Huh?