Community management: The 'essential' capability of successful Enterprise 2.0 efforts | Enterprise Web 2.0 | ZDNet.com

Bertrand Duperrin's personal annotations on this page

Bertrandduperrin bookmarked on 2009-09-29 communities communitymanagement enterprise2.0 organizationalcharts adoption

It’s not a skill that’s been widely understood until quite recently, however community management has begun to move to the forefront of discussions about enterprise social computing as the use of social tools begins to climb the maturity curve. Now community management is increasingly proving not just useful but a critical component of Enterprise 2.0 efforts despite an often vague understanding of what it is and where it should be situated in the org chart."

The vast majority of the respondents, 95% of them, rated community management as “essential” to their Enterprise 2.0 effort. The remainder listed it as “important”
No matter how easy a tool is to use, there are still those that have questions and need ‘community coaching’ (I’m talking about the business piece of community leadership) and general guidance. — Claire Flanagan, Sr. Mgr, KM and Enterprise Social Software Strategy, CSC
Community management can be identified not only as a risk mitigator but also as a way to ensure that participation takes place, members can get help, ROI is measured, and business goals are being met.
Do everything possible to turn it into a conversation about business benefits instead of tools. Do this even knowing that many of the best outcomes won’t be predictable and you may not even get the credit for these.

This link has been bookmarked by 19 people . It was first bookmarked on 28 Sep 2009, by Hutch Carpenter.

11 Dec 09

Luis Alberola
Très bon sur le métier de community manager

enterprise2.0 hinchcliffe community manager communitymanagement
07 Dec 09

stan mag
communitymanagement
04 Dec 09

Sylvie Le Bars
enterprise2.0 community manager management communauté
03 Dec 09

PhilGo20
communities community socialmedia monitoring influencers strategy analytics influencer web2.0 social_media management
15 Nov 09

tranchefile numérique
06 Nov 09

Panagiotis Tsarchopoulos
community enterprise 2.0
07 Oct 09

samuel bausson
community community managers socialmedia profil fonctions *blog
- there’s been a challenge in even determining where the community management function should reside (IT help desk, customer service, corporate communications, HR, learning, etc.)
- Those who engage in it must be competent in everything from the social tools themselves to budgeting, marketing, project management, recruiting, evangelism, and more.
- 2 more annotations...
- - A community manager must be a true jack of all trades.
  - is still largely understood poorly (and consequently the need for it can be hard to understand) it is thus often poorly resourced.
06 Oct 09

Gabor Molnar
communitymanagement community communitybuilding onlinemarketing enterprise2.0 communities
03 Oct 09

Gerhard Kaefer
community manager communities enterprise2.0
- This view prescribes the need to actively deal with any potential risks such as inappropriate use, low return on investment, and lack of alignment with business goals. In other words, the business must also have a seat at the community table while helping it ensure the effort has what it needs to succeed.
- spam is often the biggest problem
- 6 more annotations...
- - Community management can be identified not only as a risk mitigator but also as a way to ensure that participation takes place, members can get help, ROI is measured, and business goals are being met. 25% of project budget seems to be a rule of thumb as an ongoing cost and remember that it’s not just for the life of implementation, but indeed throughout the life of the community.
  - Emphasize that community management is not ruinously expensive but must be accounted for.
  - Make a case for things like solving specific ongoing challenges
  - business benefits instead of tools
  - If you aren’t looking at overall levels of participation, growth rate of new members, making lists of the recently disengaged and following up on them, etc. then you aren’t managing your social environment.
  - Remember, most people can’t opt out of corporate e-mail, but they can opt out of Enterprise 2.0 channels, at least for now.
30 Sep 09

Eric Delcroix
Community manager
Christophe Deschamps
Très intéressant article de Dion Hinchcliffe sur l'importance de la gestion de communautés (community management) dans les projets 2.0

ib entreprise 2.0 gestion projet 2.0 adoption technos 2.0 community manager
- You wouldn’t provide new software to users without proper support. The case must be made that you can’t do the same with social environments.
- Now community management is increasingly proving not just useful but a critical component of Enterprise 2.0 efforts despite an often vague understanding of what it is and where it should be situated in the org chart.
- 26 more annotations...
- - Community management itself can be sensitive subject in the social media arena. Some believe that to be authentic and to grow properly online communities should be as completely self-organized and “unmanaged” as possible.
  - In this view, as the utility of things like PCs, e-mail, and computer networks became self-evident, workers naturally found all sorts of good uses for them, and the same goes for social tools.
  - Others believe that there must be some central oversight as well as guidance and support to accomplish anything useful with social software, especially in a business context.
  - The truth is probably somewhere in between and most likely a bit more towards self-interested oversight than in the other direction.
  - The vast majority of the respondents, 95% of them, rated community management as “essential” to their Enterprise 2.0 effort.
  - While the whole idea of Enterprise 2.0 has at its source crowdsourcing and peer support/interaction - some times users just need guidance and support.
  - Users will have questions. You need someone worrying about the right help content, seeding discussions, guiding users as they ask questions. And in fact, you don’t just need one community manager, but a solid network of community managers. So yes, we have one ‘community manager’ so to speak (actually several of us share the role) but then many ‘chief champions’…
  - No matter how easy a tool is to use, there are still those that have questions and need ‘community coaching’ (I’m talking about the business piece of community leadership) and general guidance.
  - Vendors and IT groups who pitch a platform may be failing to account for the community leader role as a key element to success.
  - Though the act of community management has been taking place since the advent of online conversations going back to newsgroups, open source development projects, and discussion forums, it’s only now starting to get serious attention as a technique for managing social collaboration within organizations.
  - Those who engage in it must be competent in everything from the social tools themselves to budgeting, marketing, project management, recruiting, evangelism, and more. A community manager must be a true jack of all trades.
  - The hard won lesson of many early Enterprise 2.0 practitioners: You must plan for community management from the very beginning.
  - Previous enterprise-class communication tools — and even many older collaboration tools — required only some administration and occasionally a bit of active maintenance. Although some real intervention is occasionally required — spam is often the biggest problem — it’s a low overhead world. The more visible and transformative — and occasionally messier — world of social interaction and group behavior is a different dynamic and requires a new social support function.
  - But unfortunately for many first time Enterprise 2.0 efforts, the official community management staff is often effectively nobody, often just a few non-dedicated volunteers.
  - Make a strong and early case for community management resources.
  - 25% of project budget seems to be a rule of thumb as an ongoing cost and remember that it’s not just for the life of implementation, but indeed throughout the life of the community.
  - Ultimately, you wouldn’t put new IT tools out to users without proper support, the case must be made that you can’t do the same with social environments.
  - Avoid the tool-first discussion as much as possible.
  - Make a case for things like solving specific ongoing challenges you are aware of related to communication, the discovery of knowledge, innovation, and transparency.
  - Do everything possible to turn it into a conversation about business benefits instead of tools.
  - Select versatile, effective, positive communicators that have social media competency as community managers .
  - Measure your community.
  - If you aren’t looking at overall levels of participation, growth rate of new members, making lists of the recently disengaged and following up on them, etc. then you aren’t managing your social environment.
  - Community management is likely to mature fairly quickly as a discipline and begin, like any professional, to branch out into specific areas of knowledge.
29 Sep 09

Vahid Masrour
enterprise20 communities community management organization2.0
Bertrand Duperrin
It’s not a skill that’s been widely understood until quite recently, however community management has begun to move to the forefront of discussions about enterprise social computing as the use of social tools begins to climb the maturity curve. Now community management is increasingly proving not just useful but a critical component of Enterprise 2.0 efforts despite an often vague understanding of what it is and where it should be situated in the org chart."

communities communitymanagement enterprise2.0 organizationalcharts adoption
- The vast majority of the respondents, 95% of them, rated community management as “essential” to their Enterprise 2.0 effort. The remainder listed it as “important”
- 3 more annotations...
- - No matter how easy a tool is to use, there are still those that have questions and need ‘community coaching’ (I’m talking about the business piece of community leadership) and general guidance. — Claire Flanagan, Sr. Mgr, KM and Enterprise Social Software Strategy, CSC
  - Community management can be identified not only as a risk mitigator but also as a way to ensure that participation takes place, members can get help, ROI is measured, and business goals are being met.
  - Do everything possible to turn it into a conversation about business benefits instead of tools. Do this even knowing that many of the best outcomes won’t be predictable and you may not even get the credit for these.
Workcolab .
essential enterprise 2.0
Chuck Brands
28 Sep 09

Sean Brady
enterprise 2.0 community management
- community management has begun to move to the forefront of social computing in the enterprise as the use of social tools begins to climb the maturity curve.
- Some believe that to be authentic and to grow properly online communities should be as completely self-organized and “unmanaged” as possible.
- 2 more annotations...
- - Others believe that there must be some central oversight as well as guidance and support to accomplish anything useful with social software, especially in a business context.
  - Click To Enlarge
Hutch Carpenter
It’s not an skill that’s been widely understood until quite recently, however community management has begun to move to the forefront of social computing in the enterprise as the use of social tools begins to climb the maturity curve. Now it’s increasingly proving not just useful but a critical component of Enterprise 2.0 efforts despite an often vague understanding of what it is and where it should be situated in the org chart.

enterprise20 communities community management adoption