moderating social media conversations - druginfo seminar - leveraging social media

COMMUNITIES

WORKING WITH

ONLINE

Ben Leong

- Community Manager @ Quiip- SME & Government clients- PhD in progress via RMIT & Smart Services

CRC- Over 10 years experience managing forum

communities

Email: benl@quiip.com.au | Twitter: @morsla

ABOUT ME

NEW COMMUNITY

CREATING A

1 2

EXISTING COMMUNITIES

WORKING WITH

TWO SCENARIOS

SURFACE

BENEATH THE

• PLANNING

• MODERATION

• ASSESSMENT

• EVALUATION

STRATEGY MATTERS!

WHY? are you

establishing a community

WHO? are the

members you want to attract

HOW?will you achieve your objective and purpose

WHERE ?

will the commun

ity be

located

WHAT? do you want to achieve

WHEN? does the group

need to be activated

SCENARIO 1:

CREATING A NEW COMMUNITY

COMMUNITY?

WHY BUILD A

• LONG-TERM ASSET

• CONTENT & CONTROL

• BETTER ABILITY TO ENGAGE

WITH MEMBERS

• BETTER MODERATION

FUNCTIONALITY

• USER-GENERATED CONTENT

• CUSTOMER SUPPORT

WHEEL?

ARE YOU REINVENTING THE

GHOST TOWN

DON’T BUILD A

• CREATE A CULTURE

• SET THE TONE

• CREATE A WELCOMING SPACE

PITFALLS

WATCH FOR COMMON

• TOO MANY CHANNELS

• GROWING PAINS

• HIJACKED

DISCUSSIONS

• MODERATION ISSUES

SCENARIO 2:

WORKING WITH EXISTING COMMUNITIES

COMMUNITIES?

WHY WORK WITH EXISTING

• AVOID WASTED EFFORT

• FIND AND ACCESS

EXISTING RESOURCES

• GRASSROOTS

ENGAGEMENT

EVERYBODY?

WHERE IS

• UNDERSTAND YOUR TARGET

AUDIENCE

• FIND RELEVANT

COMMUNITIES

• LOOK FOR SIMILAR PLACES

HEARDMAKE YOURSELF

• RELEVANT CONTENT

• PRESENTED IN THE

RIGHT PLACES

• TO THE RIGHT PEOPLE

MINIMISEBACKLASH• OBSERVE BEFORE

JUMPING IN

• UNDERSTAND

LOCAL CONTEXT

• ADD VALUE

START SMALL

GROW ORGANICALLY

ADD COMPLEXITY AS NEEDED

REVIEWAND ADAPT YOUR PLANS

KEEP IT SIMPLE

BE STRATEGIC

6 COMMUNITY MANAGEMENT TIPS

THANK YOU & GOOD LUCK!

QUIIP.COM.AU | @QUIIP

SWARMCONFERENCE.COM.AU | @SWARMCONF

IMAGE CREDITSThe following images were sourced from Flickr,

and are used here under a Creative Commons 2.0 licence

• SLIDES 1 & 11: http://www.flickr.com/photos/jamescridland/613445810/sizes/l/in/photostream/

• SLIDE 4: http://www.flickr.com/photos/horiavarlan/5124249670/sizes/l/in/photostream/

• SLIDE 6: http://www.flickr.com/photos/myboogers/5625827126/sizes/l/in/photostream/

• SLIDE 8: http://www.flickr.com/photos/noshit-mag/4605220117/sizes/o/in/photostream/

• SLIDE 9: http://www.flickr.com/photos/amylovesyah/4434437966/sizes/l/in/photostream/

• SLIDE 10: http://www.flickr.com/photos/komponisto/1250485784/sizes/l/in/photostream/

• SLIDE 12: http://www.flickr.com/photos/dcoetzee/8444406962/sizes/l/in/photostream/

• SLIDE 14: http://www.flickr.com/photos/fulbert05/2403344636/sizes/l/in/photostream/

• SLIDE 17: http://www.flickr.com/photos/15132846@N00/8197868606/sizes/l/in/photostream/