Online Community

Futures

Online Community Educator“An online destination that exists to bring together like-minded practitioners, subject matter experts and related groups, into a space where they can exchange ideas, obtain new knowledge, download fresh assets, connect, discover, promote , view and share” Rick O’Neill – Look Touch Feel

For US its about: Providing a rich experience in a connected environment … creating, communicating and contributing… driven by personal interest and motivation

Done well… this means developing a loyal customer audience (internal/external) for sustainable business results!

Online Community Futures

An Online Community provider:Helping organisations develop thriving and sustainable Communities/audiences for competitive advantage

Transforming :Organisations current Offline Capability Online

Benefitting/Delivering:Increased Revenue generation, International Brand Reach, Insight & Innovation and Increased performance to individuals and organisations

Online Community Futures Service offering… making a difference!

Linking Business Strategy & Delivering Organisational Goals through Online Communities

By Integrating:• Business (Community) Strategy & Vision• Capability assessment & development• Member Community Building• Technology selection and implementation• On going support and management

Online Community Futures Service offering… making a difference!

We take organisations & its individuals through a process of :• Scoping and developing the business case • Building a world class fit for purpose platform• Developing a Community to reach critical mass &

activity to reach business goals• Provide clear measurements/actions and process for on

going management of the Community and sustainable performance

• And ensure everything is strategically aligned to the business and Best Practice

Primary Purposes & Purchasers of Online Communities

• Sales ( B2B & B2C)• Education ( Knowledge Transfer)• Talent ( Acquisition & Development) • Networks/ Associations ( Offline /Online)

10 Community Benefits & ROI

• Revenue ( & Profit Margin) Generation• Insights & Innovation• Customer Loyalty (& Brand Affinity)• Brand Reach / Awareness• Market Positioning• Customer Service & Support• Talent/Customer - Acquisition, Engagement, Retention &

Development• Diversity Initiatives & Measurement• Cost Savings• Quality, Standards, Compliance & Reporting

Community RoadMap

Community Build Functionality

Phases

Enhanced

Recommended

Core Community

Online Community Futures

Pre-Scope

• Business & shared Community Goals• ROI & Measurement• Community Purpose & Membership Value Proposition (MVP) definition• Timescales & Budget (£)• Technology scope/selection• Management & Reporting aims

Collation & Analysis

• Business Strategy• Brand• Organisational Services Review• Market Research – Customer/Member Analysis Assessment & Mission• Internal Interfaces /Community team capability review• Social Media review/readiness/strategy (Groups/Communities)• Communication

Create

• Strategy for Success• End-to-End Build Plan• Milestones (KPI’s)• Agree staged Site Development – Core/Recommended/Enhanced functionality• Communication and Engagement Plan• Team set-up,/ownership & accountabilities• Measures• Process Map• Build a Community Plan on Real People!

Build – Relate, Attract & Engage

• Seek and Track Members (Influencers/Evangelist/Groups and Networks)• Early Content development (Blog/Tweets)• Early Member Adoption Tasks/Rewards/Privileges• Build Community need - Create Desire / Anticipation• First Community Member Search & Plan 1-10-100-1000• Gain Association/ Competitor Community Participation• Pre Launch Communications• Promote Member Value Proposition (MVP)

Scope Agreement

Workshops & Feedback

Project Plan& Tech Spec

Pre Community Builder (3 month Pre-Launch

Strategy)

Pre/Launch

• Onboard future Community Manager – plan, promote, recruit, relate, contribute, and Become the Community!• Ensure completion of 3m Pre-Launch Strategy Plan• Core Site Features and Functionality testing• Build a Core Steering Group / Management Team• Execute member growth plan 10-100-100 and/or transition /Convert existing/newly created Social Media Group

Members to (Private/Public) Community• Deliver: Welcome WOW Pack & Community Care Charter (Getting Started + Guidelines)

Growing and Bonding

• Community Manager work acceleration: promoting, introducing, contributor relations, momentum building, ideas management, issue resolution, site design feedback/improvement etc.

• Increasing Member Participation/Investment (Time/Energy/Emotions/Money)• Launch Competitions/Rewards/Recognition• Operate Open vs. Closed membership strategies (as appropriate)• Promote Referral/Friend Rewards• Member Surveys/Content Review• Create member stickiness – power, friends area, contribution, personal purpose, ‘known here!’ status, customised

profiles, data/info storage etc.

Performance

Managing

• Moderating• Measuring• Monetizing• Continual Assessment (Member Feedback/MPV Review/Competitor analysis)• Increasing Participation• Performance Reporting

Enhancing

• Plan Enhancement• Loop back to Pre Launch and follow process for all Major Site Changes

Core Site Go-Live!(Initiate Stages 2

and 3 Roll-out Plan)

Retention & Stickiness Report

Performance Reporting & Recommendation

Community Change (Business/Investment)

Proposal & Implementation Plan

www.normacorlette.com norma@normacorlette.com+44 7811 373 582

Norma Corlette