Posted in online community, web business

Setting benchmarks in online community development

The intention of the benchmark is to look at the following areas:

1. Member Experience: Do members feel like they are getting what they need, in a way only your organization can deliver?

2. Community Strategy and Management: Does your organization have clear goals around your discussion groups? Is the community being managed to these goals?

3. Technology: Is your technology platform supporting member needs and community goals? Is it capable of evolving?

Community Strategy and Management could arguably be broken out into 2 separate sections, but based on several conversations I’ve had of late, the role of community management, and specifically, the community manager is evolving. It’s not just about moderation anymore. The new role of the community manager is to actually manage all dimensions of the community experience (moderation, UX, funding, metrics, etc).

Discussion Groups: The catalyst for developing your community strategy « Bill Johnston

I am SO far behind in my feeds.  As I struggle to catch up (podcasts while doing dishes, walking the dog, hailing cabs, etc) I am not posting as much.  There are some BIG stories that hit in the last 4 weeks and I want to make sure I get all of them in my head before I start critiquing, commenting.

But this post from Bill Johnston last week is timeless and so good.  I especailly love the comment about the role of the community manager being more about the community’s overall experience, rather than simply moderation.

This will make it to my next training manual, Bill.  Thanks!

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I am a data & results driven Digital Media Influencer with over 15 years of experience in engagement, family marketing, scaling infrastructure and audience culture across a product’s lifetime from pre-launch to millions of users. Strategic Vision & Business Development: • Articulated corporate integrated digital marketing strategies for 10 children’s entertainment properties across multiple digital channels • Authored a comprehensive business plan for scalable online community infrastructure for internal and external partners and successfully participated in a thorough VC due diligence process • Increased sales revenue by 20% while managing 6 million dollars of annual revenue in existing business services. Production & Project Management: • Developed multiple 2D & 3D multi-player virtual worlds, online games & apps based on repurposed/original assets • Produced 12 animated 2-minute shorts for broadcast on television & developed animation production department workflows • Launched multiple major website redesigns to include more fan interaction • Led workflow & process optimization teams to improve operational effectiveness/productivity. Audience Engagement & Research: • Developed domestic and international audience research programs both on & offline for both parent and children audiences • Grew multiple audiences from pre-launch to tens of millions by using organic, as well as established marketing tactics. Team Management & Relationship Building: • Designed team management & organizational structures for multiple Web Content and Web Marketing departments including international remote teams of staff in North & South America, Europe and Asia. • Managed teams in multiple disciplines, including customer service, social media engagement, production, moderation, marketing, design, tech and content development. • Extensive client, vendor and partner management experience in television, licensing, digital, e-commerce & customer service industries

2 thoughts on “Setting benchmarks in online community development

  1. Hey Joi – Thanks for the shout out!

    I think the evolving role of the community manager (and the team charged with community experience) is one of the more interesting topics established communities are wrestling with.

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