Tag Archives: community

community

Web 2.0 Expo Community Building: Good, Bad & Ugly

I just wanted to let people know that I will be on a panel at Web 2.0 Expo early, early on Wednesday morning.

Community Building: Good, Bad & Ugly
Dawn Foster (Jive Software), Jeremiah Owyang (Forrester Research), Bob Duffy (Intel), Kellie Parker (PC World & Macworld)
8:30am – 9:20am Wednesday, 04/23/2008
Room 2009

It would be great to see a few familiar faces in the crowd for our early session.

I also have plans to attend Ignite Web 2.0 Expo SF on Tuesday night, and I should be around for most of the rest of conference. I also hear that we have some interesting plans for Jive during the event, so you should stop by our booth to see what we are doing.

community

Why Companies Should Have Online Communities

As a community manager, I frequently take online communities for granted. Are you a business? Do you have or want to have customers? Then yes, of course you should have an online community (is that really a question?)

I’m here at Innotech this week, and this question came up on my panel about Online Communities. I wanted to share and elaborate on my answer to the question of “Why build an online community in the first place?”

I have a few reasons:

  • People: Communities first & foremost are about the people. Having a community gives people a place to engage with your company. These people will talk about you and your products in blogs and other online forums whether you choose to participate or not, so giving people a place to talk about you can help you keep engaged with the conversations.
  • Product Innovation: Communities provide a great forum for getting product feedback. It gives you a central place to ask questions about how people use your products. You also get to see first-hand what they complain about, what issues they have, and where they have questions about you or your products.
  • Evangelism: Communities also help you grow evangelists for your products from outside of your company. These are the customers or users of your products that are passionate and deeply engaged with you. Interestingly enough, these people frequently come to your defense within the community when people say negative things about your company. They can also have exceptional feedback for you, so it is important to identify these people early and encourage them to get deeply engaged (often with some special community permissions). For Jivespace, I created a special “Friends of Jivespace” blog with top community members as authors.
  • Brand Loyalty: Having a community can also help drive brand loyalty for your products. Giving people a place to engage with you can drive a tremendous amount of loyalty for your products.

These were my top four reasons, but I’m sure there are many more reasons to build an online community. I would love to hear your suggestions in the comments!

Related Fast Wonder Blog posts:

blogher

BlogHer Recap: Day Two

Here are a few nuggets of information that people have been talking about at BlogHer Business.

It is important to be a real person with a real personality when working with online communities. You have to be authentic, and in order to do that your personality has to come through and you become the face of the company for that community. You represent the company, but you also represent yourself, and it’s important to maintain your personal credibility.

People’s identities can get too wrapped up in their company, especially when it is a startup, to the point where their online identity is entirely based on their job at one company. What happens when they need to move on to the next thing? Will they be perceived as credible on their own merits?

Human part of blogging is that people will make mistakes. The biggest way to overcome an issue is to be transparent, honest, and admit mistakes. People will be more forgiving if you are transparent and honest. Allowing negative comments can also increase your credibility. People will say negative things about your product or your blog whether they say them on your site or their blogs. The way that you respond to the negative comments can help you rather than hurt. If you delete the negative comments, people will find out, and you (or your company) will look bad when people find out that you delete opinions that you don’t agree with. Delete the spam and discriminatory comments, but leave the objections as an opportunity to respond and engage in the conversation.

It is amazing how many senior managers at very large companies are not aware of what people are saying about their brands online on blogs and other sites. More people are becoming aware of what people are saying, but it doesn’t always make its way to the top.

Companies who want to blog need to either have time or money to dedicate to the effort. You need to have someone to manage the content, keep track of comments, respond to feedback, etc. Either you have to devote someone’s time to it or you need to pay someone to do it for you.

In social media, figure out success indicators & how you are going to measure them before you do anything. If you don’t, they can change the game on you halfway through. Focus only on a few basic metrics ~3 things. Pick the most important ones to measure success, especially in the beginning. Then start looking at other metrics to figure out where and how to improve.

It’s all about the content. Write really compelling content before worrying about stats, digg, whatever.

Yahoo’s new Shine site for women. Hugely unpopular with the women here. One panelist referred to it as like a car wreck on the side road that is terrible, but you can’t help but take a look on your way by. Women don’t want to feel like they are being targeted to as just women/

Print is being funded by dumb marketing dollars right now, and the move is shifting to searchable content online. Make it easy for people to find the information they are need quickly. Trend is also moving toward video. This doesn’t mean that you want to have everything as video. You want to have video as an option along with written content. This gives people a choice of how they want to receive the information: written or video.

Many others have been blogging about the event in much greater detail for anyone who wants more information.

twitter

Yahoo Pipes: Track Twitter Replies with RSS Part Deux

A while back, I modified Justin’s Twitter Reply Sniffer to add a little more functionality. The reply sniffer is really useful to help find Twitter @ replies directed toward you from everyone (whether you follow them or not). This is incredibly helpful for me in a couple of ways. First, it finds replies that I missed from people I follow. Second, I just can’t keep up with the noise if I follow everyone who follows me; however, I think that the conversations are one of the most important aspects of Twitter, and the reply sniffer helps me participate in those conversations.

My issue with the original reply sniffer is that it was based on TerraMinds.com, which was down all day yesterday, so I decided to modify it to use a similar service, TweetScan. Here is the link to the new and improved Twitter Reply Sniffer pipe.

Related Fast Wonder Blog posts:

sxsw

Portable Social Networks session at sxsw

Here are my relatively raw notes from the session with David Recordon, Chris Messina, and others.

People are tired of re-creating our data and friend lists on every new sites. We need to make it easier to move content from one site to another. Every website starts from scratch instead of building on things you have already created. This is why Facebook apps have been so successful – you can use the apps with your existing friends and existing information.

You don’t necessarily want all of the same friends on every service, and you don’t want to impose your new apps / sites on all of your friends by flooding them with friend requests. You may also want to message people on other services and integrate with various services so that you can use the sites you like, your friends use the ones they like, and both can still communicate and share information between them.

Who owns your friends email addresses? Do you have a right to port your friends email addresses from Facebook to Plaxo? You want to be able to contact your friends and easily find their email addresses without violating the privacy of your friends.

Terminology is getting confusing for people. Social networking, social graph, etc. The web is way more than terminology, it is really about the people and the experiences. Should we be using the terminology “friends”? Are these people your “friends”, are they contacts, etc.? There are many more interesting ways to frame it around actions (Dopplr with fellow travelers).

Contacts can be imported by giving them your email address and *password*. Do you really want to do this? Does it set users up to be phished?

Google released an address book api that can be used to get your contacts without giving away your email address and password.

Building blocks exist today to build portable social networks:

  • hCard can be used to import contact information from other public services into another service. The point is to make it like magic: let them know what it does, what information would be shared, and how it will be used without necessarily confusing normal users with the terminology (leave it as a link or on an about page). Focus on explaining what you are doing for the user and not necessarily how you are going to do it. Also need to give people the option to only pull in certain contacts – just the ones that you want on a particular service.
  • Need better ways to validate which accounts belong to a friend by following a trail of links. Is the David Recordon on Twitter the same one as the one on Facebook. Once you can specify your accounts and your friends accounts, you can also focus on using the same methods to bring in additional content and information. You are already creating the information, but adding some additional annotation around it makes it easier to find and make the data portable. Google social graph api is one way to do this – all based on public data.
  • Enabling trust on the web with OpenID – you already have these accounts on the web, and OpenID is a good method of verifying your identity. You can use it to log in now and say who you are. If you have other profile information in your hCard, then the other site can discover it. But maybe you only want to share certain information.
  • OAuth is more about authorization than authentication. Authorizing access to your resources using tokens to sign messages, like what you do with Flickr uploader by going to the Flickr site to log in and give the uploader authorization to access your photos. OAuth is really important for giving control to certain websites without giving them access to your username and password, which on Google would give them access Google Checkout in addition to mail / contacts. You can also revoke the tokens and not have to change your password to revoke access. A lot of the big players are moving in this direction.

These ideas are a big part of the evolution of the web. It will be difficult, but it’s a bit of tough love in the meantime.

barcamp

BarCampAustin and BarCampPortland Compare & Contrast

This is my second BarCampAustin, and it’s been interesting to notice some of the similarities and differences between Austin and BarCampPortland. For some reason, Austin seems to have more presentations and pitches instead of the informal round table discussions that people seem to favor at BarCampPortland; however, Austin also has more of a party atmosphere. Last year, it was held in a bar with lots of drinks all day, and this year, they had beer on tap all afternoon. They also had a live band, karaoke, and stage diving. Austin throws parties; Portland plays werewolf 🙂

Both BarCamps tend to be full of really smart people with great questions and great conversations both in the sessions and in the hallways. I’ve been running into and meeting people that I only get to see in person at conferences like these. It seems like a lot of my techie friends seem to favor BarCamps, which isn’t surprising since many of them are fellow community managers and community-minded geeks.

On a final note, it wouldn’t be a whurley organized event without something over the top & crazy happening. BarCampAustin had a runaway battlebot that jumped the curb in the parking lot and attacked the air conditioner at a neighboring house. Final score: battlebot 1; AC unit 0.

barcamp austin

Community Reputation Systems Session at BarCampAustin3

A lot of people are anti-reputation system taking the position that since they might be gamed, they can’t be useful. Personally, I don’t agree with this approach. I think you have to be careful with reputations, but they can be useful.

Basing it on activity alone can be a good way to build the community, but eventually you need to base the reputation only on helpful or productive participation, not just everything. Cubeless uses a karma system with a heavy weight on whether answers are helpful or not, and they have separate numbers for activity and helpfulness; however, they plan to combine them into one number. They also plan to hide the number in the future and only show categories that are based on the hidden number. I think this helps, but it also helps to make the content very transparent, so that you can see the types of contributions. If you can see the people who have a lot of activity of the “good post” or “nice job” can probably be easily ignored while focusing on contributions from people who have helpful and interesting feedback.

We do something similar in the Clearspace reputation system with a combination of activity and helpful points.  I also like the idea of hiding the overall number. We currently show the number, and it makes it easier to game and compete for points.

When does activity become less important to weight the currently activity more heavily than past activity so that people who leave don’t stay at the top. The really need to gradually drop off as newer contributors become more important.

barcamp austin

Twitter Session at BarCampAustin3

Last week was the biggest week ever based on the number of updates. This doesn’t surprise me, since last week, I was finding it really difficult to keep up with Twitter. This week is even worse with sxsw, so I’m guessing that they will beat their record again this week.

Twitter is about simplicity and communication between people. Based on contraints: 140 chars, etc. Focus is on building the services that power all of the other tools, rather than on promoting the additional services.

More than 1/2 of the users are outside of the US (40% US, 39% Japan), and they are working on localizing Twitter. A group in Japan has created a site that skins the Twitter site in Japanese. It’s also interesting to note that Twitter does not work in Japan via SMS, so mobile isn’t driving this adoption.

People use Twitter for shared experiences. They have mapped spikes in Twitter activity based on superbowl events (Giants touchdown, etc.). Blaine compared it to being in a virtual bar seeing a big virtual cheer in the Twitter activity. Super Tuesday had similar effects.

People also use Twitter as a personal diary. One women has a private account for herself where she tweets about things her son said to keep as a record. Very interesting to look a 6-month summary of these kinds of life experiences.

Others use it for promotion, which Ben says may be slightly evil, but on the other hand, you can turn off the people who become obnoxious and solely self promotional. Some news (earthquakes, etc.) hit twitter 20-30 minutes before it hits the mainstream media.

Stability is the big focus (duh). The devs use the service, are passionate about it, and are really motivated to keep it stable. Moved to a new data center and are spending a lot of time now on scalability, more clusters, etc. in addition to adding monitoring tools and other system management and reporting tools. They have more than doubled the number of servers in the last 2 weeks. The problem is really hard to solve: maintaining the privacy context, real time posts to thousands of people, etc. It really is more difficult than what people think – it’s not just an easy sms application. They have occassionally “fucked up”, and are willing to admit it. They are working on capacity issues, database optimization, etc. to keep improving the stability. So far, it’s been up and fast at sxsw, which is a pretty big achievement. They are having a hard time keeping up with all of the api apps that ping twitter every minute, but they aren’t willing to cap it at 5 minutes, since it makes the service so much less valuable.

Trying to encourage people to have rich interactions that stay meaningful and trying not to encourage the people who just want to collect followers. They are also looking at adding some analysis / attention functionality. It would be awesome to know how much your traffic is going to increase when you are looking at adding another follower, for example. Also looking at allowing people to authenticate via OpenID.

A lot of people are working on Twitter bots. One lets you sms an Amazon bot to get back the price of something on Amazon.

Beginnings of a pubsub application for people doing Twitter aggregation and using the Jabber/XMPP protocol really reduces the load and increases stability.

Caveat: The stuff here from Blaine are things he’s thinking about and not necessarily a future feature. Jabber gives them addressability and ability to subscribe to specific things from other applications, like Pounce, to help break down barriers between sites to communicate with friends despite the site that they prefer to use. Lots of people are talking about building their own Twitter, which can be really difficult, but they want to allow these people to integrate with them rather than having just another silo. The focus is on openness.

Note: Blaine hates SMS 🙂

barcamp austin

Online Ethnography at BarCampAustinIII

When you have loyal community members, they frequently take a big part in managing the community by policing other members, transmitting the culture, and helping with other management tasks. A community manager for Second Life who manages the Orange community, and they gave some community members management responsibilities within the community and so far has been running very smoothly. They also have 3 full-time managers, but this small community within the larger community to help to police the community.

One person here manages African American and Latino communities, which tends to bring in some people who constantly invoke the free speech card when they are being obnoxious asses. In his case, the community has a social contract and a core community where people help enforce it. In general, censorship is OK to maintain the health of the community.

Talked more about community management instead of ethnography.

barcamp austin

Cubeless – Corporate Communities at BarCampAustin

This BarCampAustinIII session was led by some people at Sabre talking about Cubeless, a corporate community platform. You can mark people or content as “shady” to report abuse, and they seem to have a pretty sophisticated reputation system based on a karma number. The karma points are calculated in a complicated way that fluctuates based on what is happening in the community, thus making it difficult to figure out how they work to game them. Also has most of the typical stuff: profiles, tag clouds, post-its (like wall on Facebooks), etc.

Cubeless powers the Sabre Town community. You can pull in your Sabre itinerary and share it with other people at your company and share only the details that your want to share. The platform is internal, corporate focused and travel focused, rather than being a general purpose collaboration platform; however, they are looking at making it work for external communities. They seem to want to keep in travel focused and have been resisting requests to make it more broad.

Cote started an interesting discussion about gaming reputation systems, and the difficulty of tying rewards into reputation systems like this karma point system.  Management likes to have metrics to measure knowledge worker performance, but this can create all sorts of issues. We’ve noticed this internally at Jive, too where certain job types tend to get more points in our internal Clearspace instance based on the amount / type of content. More points doesn’t necessarily mean better performance.

Overall, the product was kind of cool, but this session was a little too pitchy for me. All questions seemed to point back to their product.