Rachel Happe never disappoints. From her sessions at FeverBee and CMX Summit - and now JIVE World 16 - there is always something in the way she delivers her message that inspires me to do more and motivates me to action. Her session Advanced Community Management – Becoming a Community Ninja: 5 Secrets of Community Black Ops was no exception!
My colleague and co-worker, Scott Dennis did an excellent job highlighting key points in the session Community Black Ops; Becoming a Community Ninja, Presentor Rachel Happe, Sessions Notes. So, I'll just share the three main take-aways that resonated with me.
Community Operations is critical in scaling a community.
Scaling our management efforts is always on the forefront of our community team (there are just four of us). While drafting up processes and procedures (i.e., Community Playbook) isn't the sexiest or most exciting part of our job, it's something incredibly necessary if we hope to grow. But who has the time, right?! This session was another reminder to focus time to operationalize our procedures. But also actually follow these processes, consistently. But let's be honest, this isn't always easy for community managers because the community is so dynamic and new (and often different) issues are often requiring our attention.
Community Management is like “Digital City Planning”
I love this analogy. (But I also loved the SimCity video game series). As community managers, we are architects, historians and curators, program facilitators, business analysts... and many other roles, as well. And often times we're wearing multiple hats. But approaching community management like city planning makes total sense!! The challenge is prioritizing these tasks and balancing our (multiple) roles, effectively.
Successful parts of community management comes when our fingerprints are not all over the community.
What I took away from this sentiment is that we should gain satisfaction from organizing a community that sustains itself. Imagine a community where a member asks a question and another member is the first to answer (not your support team or another community manager). Imagine a community when an idea is submitted and product manager responds, effectively. Imagine a community when community managers are helping to facilitate engagement and spending less time re-directing users or moving content from one space/place or approving members into a group - well, you know what I mean. When designing a community (the ecosystem), consider the behaviors you want to support. If people are totally confused about where to post things, what to post about, where to go to find things, how to connect, etc., then they may resort back to the behaviors and systems they are used to (i.e., using email to share information, connecting on LinkedIn, etc.).
If you attended this session, I'd welcome any feedback. More importantly, I'd love to learn if you have some best practices you'd like to share, as well. So we can all, one day, become community ninjas!