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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Creating a global CI Knowledge Community with non-CI personnel
Alexandra Nelles, Alcatel-LucentMarch 28, 2012
AGENDA
1. Why a CI-Community?
2. Defining the key roles
3. 5 Steps for building a community
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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4. Key takeaways
WHY A CI-COMMUNITY?LEVERAGE THE KNOWLEDGE HIDDEN IN THE COMPANY
Engage
MARKETING TOOL Reach a wider audience, break down silos, avoid duplication
COLLABORATIONGet Feedback from CI-Users, learn who they are & what
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Engage CI Community
SHARING AND BEST PRACTICE Crowd sourcing, get insights from people in the field
Get Feedback from CI-Users, learn who they are & what they need
JAKOB NIELSEN’S 90-9-1 RULE
1%heavy
participation
What motivates people to participate?
• Expressing themselves
• Supporting others
• Listening & learning
• Sharing knowledge
• (Perceived) convenience
• Recognition
9%light
participation
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90%lurkers
• Power
• The culture of the organization
Top-5 obstacles for not participating
• Motivating people to engage
• Getting people to come back
• Finding time to engage
• (Perceived) missing features
• (Middle) management buy-in
KEY COMMUNITY ROLES
EXECUTIVE SPONSOR
Endorses, enables and empowers the community, internally and externally. Is able to envision the value of the community over time to both the members as well as the organization.
ADVOCATE(S)
Define the community vision, focus, strategy, and direction. Energizes the collaboration process and provides continuous nourishment for the community. Communicate a sense of passion and guide the community towards its goals.
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MODERATOR OR FACILITATOR*
Works directly with the champion and platform owner. Responds to the needs of the community and promotes tools, recurring events, regular communications, and Contributions.
KEY CONTRIBUTORS
Selected subject matter experts that start disucssions, help answer questions and assist the moderator to keep the community active. Are expected to be present on community calls and at meetings and regularly contribute in threaded discussions
FIVE STEPS FOR BUILDING A COMMUNITY
Identify the purpose and define the community
Find a sponsor and attract advocates
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Launch the community and develop the practice
Facilitate, manage and moderate
Monitor, celebrate and persist
1 - IDENTIFY THE PURPOSE AND DEFINE THE COMMUNITY
What is the goal of the community?
Are there overlaps with existing
communities?
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Is there an existing team
that could be the core of the new community?
Is there an existing
distribution list of people interested in the topic?
2 - FIND A SPONSOR AND ATTRACT ADVOCATES
What makes a good Advocate?
• Knows the subject
• Is a good communicator
• Understands cultures and behaviors
• Has energy and authority
• Understand social networks and
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• Understand social networks and endorses enterprise 2.0 principles
3 - LAUNCH THE COMMUNITY AND DEVELOP THE PRACTICE
• Engage promotional messages towards community members
• Recruit/invite the initial members
• Communicate about the community
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community
• Provide initial instructions and contacts for getting help
4 – FACILITATE, MANAGE AND MODERATE
Real Information
Take a standRecognize others
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Continuous Training
Self Author
Increase content relevance and
searchability
5 – MONITOR, CELEBRATE AND PERSIST
• Monitor and measure the
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• Monitor and measure the success of the community
• Recognize and celebrate
• Don’t give up!
HOW TO INCREASE THE “ACTIVE “ PARTICIPATION RATE?
As a community’s knowledge base grows, more members will join to
seek out that knowledge…
The more members a community has, the richer
the community’s knowledge base becomes…
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The easier it is for members to connect, collaborate, and
contribute, the more members you will get and the richer the knowledge
base becomes…
As you connect content to members and their profiles, the more members will connect with each other and form their own networks…
KEY TAKEAWAYS
• Get and stay in front of the discussion
• Transparency works
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• Transparency works
• Agile evolution
• Don’t expect people just to “get it” because of Facebook
• Focus on behaviors not tools
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