Presentation given by Angela Connor (via Skype) to the Social Media Roundtable in Geneva, Switzerland on May 19, 2010.

1. Growing Successful Online Communities Angela Connor Author, “18 Rules of Community Engagement” May 19, 2010

2. 1. a social group of any size whose members reside in a specific locality, share government, and often have a common cultural and historical heritage. 2. a locality inhabited by such a group. 3. a social, religious, occupational, or other group sharing common characteristics or interests and perceived or perceiving itself as distinct in some respect from the larger society within which it exists 4. a group of associated nations sharing common interests or a common heritage: the community of Western Europe. Community Defined

3. 5. Ecclesiastical a group of men or women leading a common life according to a rule. 6. Ecology . an assemblage of interacting populations occupying a given area. 7. joint possession, enjoyment, liability, etc.: community of property. 8. similar character; agreement; identity: community of interests. 9. the community, the public; society: the needs of the community. Community Defined

4. Make connections? Solve problems? Steady increase in membership? Crucial conversations? Move to action? Repeat visitors? Generate buzz? What is your Goal?

5. What is your Goal? “..where residents can post problems, debate solutions, decide on a course of action.” “…encourage users to contribute content and share links to information. “…make their voices heard on issues of water quality.” “To help strengthen community dialogue.” “…creating an in-depth public interest online news service with discussion forums.” “…discussions about the state’s government and public policy.”

7. Healthcare Communities and Forums

8. If you build it will they come?

9. People will participate in my community because…

10. Our brand is huge People love our products I’m a big-time popular highly paid executive We paid a fortune to have it built It has great features We’ve added Facebook Connect We’re better than everyone else None of these will sustain a community. Wrong answers

11. Every community is different

12. The Road to Engagement

13. Ask Questions “What are your top concerns about…?” “What should we do about…?” “What will happen when/if…? Provide useful information and content Live chats, Expert interviews, access to documents Make it Personal Complain Conversations & Dialogue

15. What is your Goal? “..where residents can post problems, debate solutions, decide on a course of action.” “…encourage users to contribute content and share links to information. “…make their voices heard on issues of water quality.” “To help strengthen community dialogue.” “…creating an in-depth public interest online news service with discussion forums.” “…discussions about the state’s government and public policy.”

16. Stroke a few egos “Loved your recent post…” “What great insight.” “Your topics are always relevant and timely.” Showcase and Acknowledge good work Share across other social channels Ask for Help User-Generated Content

17. Make members feel “special”

18. Make connections Accept and respond to criticism Use your influence Seek expert advice and opinions Make small talk Get to know the community

19. Common Community Killers Rudeness Arguing with visitors Stealing ideas, refusing to credit others Ignoring comments Being pushy and pompous Unresponsiveness Stale content

20. Nurturing Managing the Conversation

22. Success Stories

23. Who owns this community? Whose job is it to make this a living, breathing, interesting and active community? Ask yourself….

24. Takeaways Give people what they want Be present Talk to people WHERE they are Become a user advocate

25. Angela Connor Twitter: @communitygirl Blog: Online Community Strategist http://blog.angelaconnor.com LinkedIn: Angela Connor Google voice: 919-374-0627 Email: angeladconnor@gmail.com Stay in Touch!