Citizen Innovation: the future of online communities

Darren SharpSenior ConsultantResonate Solutions+61 (0)419 314 655twitter.com/dasharp

Web 3.0 & The Public SectorCanberra Tue 26 October 2010

Resonate Solutions

• Surveys

• Build & manage online communities • Strategy• Operations• Technology• Design

The promise of Gov 2.0

Creating opportunities for internal & external engagement between:• citizens and• government agencies;• public sector organisations;• public servants;• policy makers;• elected representatives/legislators

Social Media as Cocktail Party

Why online community hubs?

Forrester recommends a community hub approach: a social media strategy that focuses on maximizing leverage from

the corporate Web site and integrates with public community Web sites like Facebook, LinkedIn, and Twitter for greater reach, impact, and efficiency. Those marketing departments that adopt this approach will attract a wider

audience, drive relevancy, and ultimately leverage community value throughout the department.

Turning Your B2B Web Site Into A Community Hub. Forrester Research, September 2009.

Invite folks over to your place!

Why host your own community?

• Public sites change

• You can’t control public sites

• You can’t adequately facilitate conversations

• You still have a corporate website!

• Public sites don’t provide brand context

How does it work?Online Communities

Framing the conversation…

Customer initiated Ideas with voting and comments

Iterative Survey – with

customer generated answers,

voting and ranking

Comment Spinners –indicating community health

Quick Polls – with immediate graphical feedback

Blog Posts with comments

www.everydaymatters.com.au

Customer initiated ideas…https://millionideas.com.au

Join the Burger Club... (Become an Insider!)

www.hungryjacksonline.com

ECHOES Methodology

Online Communities:Resonate’s Approach

EmbedednessCompetenceHelpObjectsEnvironmentStory

Embededness

http://www.flickr.com/photos/hans-on-experience/4922

Competence

http://www.flickr.com/photos/janekm/215335219/

Help

http://www.flickr.com/photos/markbek/2757239956/

Objects

http://www.flickr.com/photos/newrambler/155191253/

Environment

http://www.flickr.com/photos/reiner/1528284969/

Story

Key Lessons

• You need courage to make a start

• Engage in an honest and transparent conversation with your community

• Beware the monsters within

Key Lessons

• Community hubs are a long-term resource

• Be prepared to act (“close the loop”)

• Recognise your most frequent contributors

Thanks!

Darren SharpSenior Consultant, Community Managementdarren.sharp@resonatesolutions.com.au+61 (0)419 314 655www.twitter.com/dasharpwww.resonatesolutions.com.au

Conversations. Communities. Collaboration.