A couple of weeks ago, I was invited to participate in a panel on importance of reputation in online communities. I was privileged to share the limelight with the most excellent community managers: Bill Platt of Engine Yard, Sean O’Driscoll of Ant’s Eye View, and Annie Fox of Buzznet. We were quite an unruly bunch, and almost gave our moderator Caroline Dangson a heart attack when we decided to have a drinking game on-stage. Some say, it was diluted Coke, but there are no guarantees. Enjoy.
Tag Archives: 1% rule (Internet culture)
Where do you start, when all you’ve got is your company web site?
Start with a forum. If there isn’t one, spin one up. If you can get support from your IT, the better, but if not, you may have to buy a SaaS solution, hosted by the vendor. Get your boss to approve the expense, and you’re set.
Create a general discussion forum and a forum for a handful of your main products. Don’t create too many at once, you want to avoid tumbleweeds by fragmenting your discussions too much. If people demand a certain forum, there’s always time to create it. That will even make you look good, too, since you will listen to the community and deliver what they want.
“You can observe a lot by just watching,” said Yogi Berra. So now that you have a forum, chill out for a bit. You are trying to grow a community, after all. So let it grow. Watch it closely while it does.
Remember the 90-9-1 rule? Make it work for you. Watch over time as people post questions and answers, and identify the upper ten percent. You can only do this after a few weeks of activity, that’s why you needed to chill, so chill while you still can. Once the community starts going, you will have your hands full!
Identify the top posters and offer them to become your community moderators. Start with the most active ones and go down the list. A team of about ten should be enough for most forums, but there is no harm in having more, depending on whether you are trying to cover all time zones and multiple languages.
I will cover best practices for running a moderator organization in a later post, so here’s just a quick run down of minimum requirements for a successful moderator group:
- Create moderator guidelines, by which they will live;
- create forum rules and code of conduct, to empower the moderators to make their decisions and enforce;
- have some sort of succession/election/retirement process in place to avoid volunteer fatigue;
- stand by your moderators in public, even if you may have to have a private discussion with them later. Trust begets trust, and you absolutely have to trust them first, or go home now.
After you have your moderators in place, you can use this group as a sounding board for new ideas, and also can recruit them into your other evangelism programs. They will become your eyes and ears in the community and will be able to help you find more active evangelists and contributors who in turn can help you find more and more quality people.
There you have it, you have started a community.
If you work for a typical company though, often there already will be a comatose forum somewhere in the depths of customer support area, protected from the knowledge-hungry customers by a login or even a pay wall. What now? You can’t start from scratch anymore. In this case–revive it.
Reviving is a long process, which relies on many things out of your control, but here are a few things you can do right away that will help breathe new life into an atrophied discussion board.
“Tear down this wall Mr. Gorbachev!“ You may not be the leader of the free world, but you too know that openness and freedom are good things. Now put yourself in your community’s shoes for a moment. They want answers, maybe while deciding whether to buy your product, and instead of getting sweet sweet knowledge they are forced to create an account or worse–buy the product before they are even allowed to get to the forums. How would you feel in their place? Yeah, I would get mad, too.
So go and plead and bargain and negotiate, but get at least some of the basic product forums to be viewable by guest users. No login required, no strings attached. Let Google index the publicly viewable content, so that you can begin establishing your community as the number one source of information about your products.
Your sales people may not find this smart, but you are the community manager now. You are in charge of doing what is best for the community, not your sales force. Your community is a reflection of your brand, and vice versa. When you are generous with your knowledge, people will trust your brand more. A strong open community will strengthen your brand and drive more customers to purchase. But you may not always be able to demonstrate this with a clean sales funnel. Thankfully, that’s not your job. Your job is to grow the community.
Once you have your at least partially open forums, go to the step where you chill out and watch, to see the natural leaders manifest themselves, so you can make evangelists and volunteers out of them, and you will be well on the way to a vibrant community.