Online Facilitation:November 2009

Susan Tenby, Online Community Director: TechSoup

Featuring Guests:

Kami Griffiths, Director, Community Technology Network, TechSoup Webinar Manager

John Lorance, Tech Consultant, Programmer, cool guy

Where is TechSoup Global Today?

Currently operating in 21 Countries on 6 Continents

Australia

Belgium

Botswana

Canada

Chile

France

Germany

Hong Kong

Hungary

India

Ireland

Luxembourg

Mexico

New Zealand

Poland

Russia (Pilot)

South Africa

Spain

Taiwan

United Kingdom

United States

TechSoup GlobalTechSoup is a popular, comprehensive online content and community

destination for nonprofits that provides unbiased information and technical know-how to ensure that nonprofits make the best possible use of technology.

TechSoup Community

• 17 Forums• Events Calendar• Member Spotlight• Community Blog• Second Life• Surveys• Webinars• Soup Recipes• Managed by two Community Managers

and volunteer hosts and star users

Online Facilitation: Forms of Facilitation:

• Real-time/Synchronous/live chat• Asynchronous• Mobile Facilitation• Online Social Networks• Webinars• Web Streaming • Comments on Image-based Communities

Why Facilitate Online• Benefits of creating Community Online• Cost and geo-location• Starting and archiving of thoughtful conversations• Giving your members a reason to think about you btw conferences• Encouraging affiliate or sub-group membership• Encouraging a members-only tone to community– rules and lexicon• Great to get user input and to achieve greater transparency• A way to procure relevant dynamic, current content• Great, easier way to get volunteers, b/c low-impact time

commitment

How to Facilitate Online• Consider purpose of the community closely• Write up and Stick to a Terms of Service• Don’t feed the trolls• Highlight your star members, give them permissions• Welcome your newbies and direct them• Profile personalization and multiple points of contact• Have Frequent and Regular Events• Have management meetings outside of community w/stars• Highlighting popular discussions, cross reference content• Cross-platform recruitment is good- not redundancy• Make sure questions are promptly answered, from all

virtual locations• Go outside your platform to connect multiple points of entry

Holding the space• Own your authority• Don’t be afraid to interrupt/publicly shame• Allowing your users to be uncensored• Sticking to the Standards and TOS• Self-policing members• Moderating & closing off-topic conversation• Common understanding of moderation w/members• Repetition of procedures and organization• Redirect and focus as needed• Cross reference appropriate outside resources• With Video/web-streaming, make sure camera is focused

appropriately

Tools to get the job done

• Introduction/background on TechSoup community• Webinars• Forums• Twitter• Facebook• Second Life• LinkedIn• YouTube • JustIn.tv• Flickr• Google Groups/Email lists

• Wrap-Up/Q & A/discussion

What is a Webinar?

• Online or “virtual” seminar • Combines audio and visual aspect• Live broadcast - one to many/several to

many • Allows you to reach people all over the

world, without the need for travel

Types of Webinars

• Sales presentations and lead generation • Training initiatives• Earnings and analyst presentations • New product or technology

announcements• Guest speaker presentations

What type of content makes a good webinar?

• Concepts or skills that can easily be taught in 30-45 minutes

• Very narrowly focused topics• Topics that generate discussion• Case studies and stories• Ask your community!

Online conferencing software

• Pick the tool that’s right for the job:– How many people will it accommodate? – How much does it cost and how do they

charge? – What are you hoping to accomplish? – Would your participants rather listen to the

audio through the computer or through the phone?

– Do you want to record the Webinars and archive them for future viewing?

Online conferencing software

• ReadyTalk• GoToMeeting• Webex• Wimba Classroom• Crossloop• DimDim• Yugma

After4 Weeks Before 2-3 Weeks Before

1 Week Before

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WEBINAR

• Create PowerPoint

• Create agenda

• Outreach

• Schedule initial call with speaker(s)

• Follow up with speaker(s)• Create registration page

• Thank speakers

• Send follow-up email

• Metrics

Complete PowerPoint Presentation

Run-through

Run-through

Initial call with the Producer

• Monitor registration

• Conduct run-through

Resources

• Webinars– Step-by-Step to Conducting a Webinar – Producing Webinars for Nonprofits & Libraries – Getting to know Online Conferencing Tools

• Articles– 10 Steps for Planning a Successful Webinar – Tips for Conducting a Successful Webinar – Running Effective Online Trainings – Web-Conferencing Tools: Right for You?

Keeping the Momentum Going: After-life• Archive and make easily accessible• Follow-up email of participants• Giving them alternate points of membership in community• Clear calls to action , i.e. signing up • Highlighting star participants • Circling back with opt-in email addys, inviting to future events• Request feedback and suggestions for future events• Report back on the actions you took based on that feedback• Stats/Metrics recap in follow up email• Email helpful individuals and invite to plan future events• Resurface event threads periodically• Expanding the message beyond the room

Nonprofit Commons in Second Life

• Through this community, we provide free office space to qualifying groups, hold meetings, create a cooperative supportive learning environment and foster outreach, education, fundraising, all in a virtual space.

• Our goal is to create a learning community of practice for nonprofits to explore and learn about the virtual world, and to investigate the many ways in which nonprofits can utilize this unique environment.

Leadership and assistance through virtual community organizing strategies

• In-world Meetings• Wiki• Website/community blog• NPSL tag –multiple cross-platform entry points• Management steering committee group –creating arsenal of

support• Directory of Nonprofits in Second Life –making them easily

findable• Branding as NPO experts and advisors- Rewarding the Rockstars

Contact info

• Susan Tenby• Online Community Director, TechSoup Network

susan@techsoup.org• SL avatar: Glitteractica Cookie• Follow on twitter• @suzboop @npsl @techsoup

http://www.techsoup.org/http://www.netsquared.orghttp://npsl.wikispaces.com/http://www.nonprofitcommons.org

Resources:http://delicious.com/suzboop/OnlineCommunity

Find this presentation online @:http://www.slideshare.net/suzboop