Tag Archives: online 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:

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.

What Would Dr. Seuss Say about Online Communities

I had the opportunity to do an Ignite Portland presentation last night about online communities in the context of Dr. Seuss quotes. It was a lot of fun to prepare; I got to sit in the children’s section of the library reading Dr. Seuss books for a few hours, which is always a good time! I also had a great time giving the talk – complete with a Cat in the Hat, hat!

You can view the video on YouTube and the presentation on SlideShare.

UPDATE: I removed the earlier embeds, since they were really slowing down the load time of this page.

Related Fast Wonder Blog posts:

Podcast Episode 6: Online Community Management with Stormy Peters

In this podcast, I talked to Stormy Peters, Director of Community and Partner Programs at OpenLogic. Prior to Open Logic, Stormy founded and managed the Open Source Program Office at HP. She has addressed the United Nations, European Union and various U.S. state governments on open source software, and she is a co-founder of the non-profit GNOME Foundation. We talked about a variety of topics related to managing successful open source and online communities.

Download:
Online Community Management with Stormy Peters (mp3)

If you are doing something really cool with your online community, please let me know! I am open to suggestions for potential interviews.

You can also subscribe to the Fast Wonder Community Podcast via iTunes.

Related Fast Wonder Posts:

Fast Wonder Community Podcast: Data Portability and Social Networking in Online Communities with Scott Kveton

I just published the 5th Fast Wonder Community Podcast today: Data Portability and Social Networking in Online Communities with Scott Kveton. Scott and I discussed a variety of topics related to online communities including data portability, OpenID, and social networking. Listen to the podcast to hear the entire discussion.

If you have any suggestions for people you would like to see interviewed on a future podcast, please let me know!

You can also subscribe to the Fast Wonder Community Podcast via RSS or iTunes.

Related Fast Wonder Posts:

Episode 5: Data Portability and Social Networking in Online Communities with Scott Kveton

In this podcast, I talked to Scott Kveton, who was kind enough to take 15 minutes out of atttending OpenID DevCamp to record this interview via Skype. We talked about how the impact of data portability and other open technology standards are influencing the way that we think about online communities. Scott is currently on the board of the OpenID Foundation and is the Open Technology lead at MyStrands where he does a lot of their community work. You can learn more about Scott by visiting his blog.

Download:
Data Portability and Social Networking in Online Communities with Scott Kveton
(mp3)

If you are doing something really cool with your online community, please let me know! I am open to suggestions for potential interviews.

You can also subscribe to the Fast Wonder Community Podcast via iTunes.

Related Fast Wonder Posts:

Fast Wonder Community Podcast: Approaches to Online Community Structure

I released the third Fast Wonder Community Podcast today, Approaches to Online Community Structure. In this podcast, we talk about how to best structure a new community and how to evolve the structure over time as the community evolves. I started by discussing the pros and cons of three approaches: emergent, highly structured, and adaptive. Listen to the podcast to learn more.

If you have any suggestions for people you would like to see interviewed on a future podcast, please let me know!

You can also subscribe to the Fast Wonder Community Podcast via RSS or iTunes.

Related Fast Wonder Blog posts:

Episode 3: Approaches to Online Community Structure

This episode contains the third of four recordings made during a recent discussion I led at the December Portland Web Innovators meeting. In this podcast, we talk about how to best structure a new community and how to evolve the structure over time as the community evolves. I started by discussing the pros and cons of three approaches: emergent, highly structured, and adaptive.

Downloads:

After these initial four podcasts, I am planning to switch to an interview format (via skype most likely), so if you are doing something really cool with your online community, please let me know! I am open to suggestions for potential interviews.

You can also subscribe to the Fast Wonder Community Podcast via iTunes.

Related Fast Wonder Blog posts:

Episode 1: Complexity of Motivation in Online Communities

Welcome to the first Fast Wonder Community podcast. This podcast contains the first of four recordings made during a recent discussion that I led at the December Portland Web Innovators meeting. In this edition, I lead a lively discussion about the Complexity of Motivation in Online Communities.

Downloads:

The next edition in this series of four podcasts from the Portland Web Innovators meeting will discuss reputation systems. After this four part series, I plan to move to mostly an interview format with interviews from thought leaders in online communities.

I will include the link to iTunes in the side bar of this blog within the next few days for anyone who prefers to get the podcast via iTunes. I am still relatively new to audio podcasting (so far, I’ve done mostly video podcasts), so please feel free to share any tips or suggestions that I can use to make them better.

Update: At Stefano’s request, here is the podcast in .mp3 format.