communities without borders - the big social (sept 2011)

The Big Social 2011Telligent Customer Conference

#Telligent #TheBigSocial

Communities Without BordersBill Johnston, Dell

Forrest W. Lymburner, Texas InstrumentsDharmesh Singh, Microsoft

The Big Social 20112

Agenda Session Objectives Industry Trends Panel Introduction Panel Discussions Continue Learning Q&A


Session Objective Your organization is global, why isn’t your community?

Learn from a panel of experts on what it takes to implement communities across multiple regions and countries.


Bill Johnston Director of Global Online Community, Dell

@BillJohnston

# years working with online communities

Key responsibilities Countries with

communities # community

members Interesting

community fact

The Big Social 2011

Dharmesh Singh

5

Director of Office 365, Microsoft

@dpstomar

3 years working with online communities; 14 yrs. at Microsoft working globally

Key Responsibilities Vision, Strategy and Execution Drive Feedback into Engineering Launched Office 365 community

Stopped using twitter when I first started community


Forrest W. Lymburner WW Community Program Manager, Texas

Instruments 3 years working with online communities

Key Responsibilities Focused communities in

4 regions 70,000 community

members Recently launched a

community in China


Panel Insights

8 Online Community Strategy & Planning

Dell’s Online Community:An extended, online network of relationships between employees, partners and customers.


Aligning regional community strategies

Intention is constant; engagement contextual

Rely on local team member’s perspective

Local 3rd party research partners Lots of planning with local teams Go see yourself!


When should you “cross the streams” ?

What is driving the requirement? Net positive impact? (everybody

must win) Type of content / interaction

(wiki vs. forum) Pros / Cons

Mixed language RTT / Machine Human / Crowd


Launching regional communities from the Mothership

Business need? Critical mass in region /

language? Language or region specific? Ingredients for Success: Content

+ Local Core


Office 365 Community Launched Jun

24th

9 Languages English, French, Italian,

German, Spanish, Russian, Korean, Japanese and Traditional Chinese

Advocacy, Feedback and Support


Getting Started One by One

“Lets start skunk works marketing project out of engineering”

Think big start small Celebrate the small victories


Managing Successful Communities-Culture, Culture, Culture!!!

Community is about Engagement Transparency Commitment

Think “Glocal” Leverage Local teams Reward experts


Understand Cultural Differences

How do you implement your community in a way that aligns with the cultural differences in each region? Cookie-cutter doesn’t work Sociology is key Know the social media space

(It’s not all Twitter, Facebook & YouTube)


Your Regional Business Practices

How can you make your community reflect the way you do business in a region? Sustainable & scalable for the

language Direct or In-Direct sales model Brand perception Partner or Enforcer?


Regional Web Standards How do you make sure your

community aligns with the web standards of the region?


The Site We Built


The way we should have built it

REMINDER


Continue your learning: Partner Pavilions Networking Telligent demonstrations

Telligent Community 6.0 Telligent Enterprise 3.0 Telligent Analytics

Keynote – Jeff Hayzlett

After The Big Social


On Monday morning … Take inventory of your international social media

programs Collect data/listening research to find the gaps in

your social strategy In 3 months

Identify your focus markets and develop individualized plans for each

Immerse yourself in the culture - consider face-to-face meetings for key regions

REMINDER


After The Big Social is over – continue learning:

Online Community Strategy – billjohnston.net

Community Management & Best Practices – The Community Roundtable

Community Management & Social Media Strategy – Blaise Grimes – Viort’s Blog

http://redplasticmonkey.wordpress.com/

http://community-roundtable.com/

http://blaisegv.com/




REMINDER


After The Big Social is over Visit Telligent.com/bigsocial/

Customer Connection – Telligent Community customers

Employee Community – Telligent Enterprise customers

Telligent Support – Customer service and support

Developer Space – Extend and integrate the platform

REMINDER


Stock Questions (KJ: will delete this slide and give them to Rob to ask) How do I know if I should take my community global?

When should I do it? When should I not do it?

What are the necessary team dynamics/skills to make a global community successful?

Any more questions to seed?

communities without borders - the big social (sept 2011)

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