Community management basics

For internal social networks

You’ve just set up aninternal social network for Your organisation. There’s Excitement in the air!

But after a while…

Where is everybody? Hello?

Chances are you forgot the.. WHY.-”Isn’t improving internal communication enough?!”-No! It’s too generic!

So let’s start with the why…

To find the WHY, or the purpose, you have to put on your investigator’s hat.

To find the why, or the PURPOSE, you have to put your Investigator’s hat on.

“Who would need something like this?Who would benefit from it in their Day to day work?”

More specifically…

1. Find out what the business goals are

2. FIND A PAIN-”Where does it hurt?”-”The sales process…”

2. And find a pain

(3. if possible, see if the twooverlap)-CEO: We want to increase sales of product X-Dave from R&D: If we could get feedback from product X reps we could makeThe product better

4. Talk to people who suffer fromThe problem – would they like to try a new Tool if it helped them to solve the problem?-I might be able to help you with this?-Team leader: what do you think team?-Team members: Let’s try it!

Now you have a purpose.

This means you can start to think & work like a Community Manager.

-A what?I don’t have time for Another job!

Recruit assistant communitymanagers* from your pilot teamsWHY?Because you are not part of the tribe

..And because you are just one person..

Now you’re ready to start managing your Community!

3 Ways to kickstart your internal social network

using community management techniques

1. You have to give people a Reason to visit the network.

For example:Experts or senior managers answer questions on the network-”I’m happy to answer your questions – but only on the network..”

Important content goes onThe network first

Hm.Lots of good Stuff only on the Network. I guessI have to go and Visit.

2. Create a good first experience

The 24H rule:Response to queries/posts Has to come within24 hours.

Wow! This Was very useful-I got help rightAway!

Old habits die hard. People need friendly nudges like “hey, you could Post this on the network instead Of emailing it”.

3. Keep on nudgin’

Pro tip: two polesDouble nudgingEfficiency ;).

FINALLY…Community management is a professional practiceFor a networked communications infrastructure (like your internal social network)

Community management is a key communications skill in the 21st century.

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