How to Kill A Community in 10 Easy Steps
1) Launch your community without a beta group. Do not involve users in the design of the community under the auspices that you know better than they do what they want. Just design the features and functions without them and assume they will like it.
2) Throw feature-spaghetti at the wall and hope something sticks.Add as many new and cool features to your (business) community and clutter it with bells and whistles. Business people love to learn lots of new tools (not).
3) Don't "feed" your community once it is open. Fill it with people by marketing the heck out of it and just see where things go. Assume the members will do all the work from the start and they don't need content or assistance after they have joined.
4) Don't use off-line outreach and engagement techniques.Just wait for people to post messages and then moderate them without endeavoring to engage people behind the scenes to help them post messages and participate.
5) Assume size is THE critical differentiator. Fill your community with anyone and everyone regardless of their role or function. If they have a pulse they are welcome and it doesn' tmatter if there is a cohesive goal for the group to collaborate.
6) Try to monitize the community at every opportunity.People like to be badgered with micro-payments and teasers when they are in a community setting. Abandon a business strategy or never develop one and just give people lots of opportunity to pay for access and content at every turn.
7) Hire any staff who are on-the-bench to moderate the community. Any underutilized employee will do regardless of whether they have the expertise to facilitate knowledge-sharing or not. Heck, this will give them something to do.
8) Don't have a newsletter or steady, predictable communication to members. Assume they will want to visit your community during their busy work day and remember to do so independently.
9) Don't evolve the community based on member feedback and suggestions. Believe when you launch the community your work is done. Go tell your investors and executive team the community mission is accomplished as soon as the site is up and running and don't look back.
10) Measure meaningless metrics that make you look good. Number of posts (include all those "me too" messages to bump up your numbers), number of members (regardless of their engagement or visi tfrequency) all can make you look good with out ever really surfacing whether the community serves your business and customers well. Link to Original
Other Posts by Vanessa DiMauro
Does Your Company Inspire Trust? How Online Communities Can Help! - February 1, 2012
Community Managers, Unite! - January 23, 2012
The Social Mind Research Project - January 13, 2012
Online Community Decision: Public, Private or Hybrid? - January 11, 2012
The 20 Minute Social Media Professional - December 6, 2011
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BrandonRAllen said:
Great points. It's important to have a well thought out plan before you get started. It wont be perfect but at least with a plan people will get the sense that you actually care.ScifiAliens said:
Disinterest on the part of the site owner/creator is a huge issue. If you don't care enough to update it, engage with the users or find other ways to make it interesting, why should anyone else care? A site that has passion behind it is only a click away.Vanessa DiMauro said:
Charlotte - That's a great #11! Or from the flip side, the community vendor tool is chosen before the features or business requirements are chosen, and consequently doesn't serve the needs of the community.It would be great to keep building on this list of watch points to help surface the issues and pitfalls we know are out there to help make every community more successful!
Charlottebritton said:
Another one I hear from clients is 'the technology is there, so why don't they use it?'. You can take a horse to water but you can't make them drink. You have to make the community a worthwhile place to be. Just because you've got the technology does not make it an automated success, which then re-iterates your other points.Vanessa DiMauro said:
Thank to everyone who commented on the article! I am happy to see that it is inviting discussion about keeping communities alive and growing them to their fullest potential.Ben - especially during this economic crisis - there is so much internal pressure to create revenue from communities and other social media efforts that the drive often overrides logic or best practice. When members are engaged, coupled with a strategic business model, ROI is in most cases achievable - but needs to be well planned as with any new line of business.
Gianluigi - Thank you so much for pointing out that size matters! This is definitely true and the balancing act of size and relevance is a difficult one. The community must be large enough to support engagement (recalling the 1-9-90 rule of thumb) that only about 9% of community members will engage in obvious ways online - like post a message or comment, while supporting the needs of like-minded individuals. Constituency identification (who you serve and in what ways) + Scale is a winning combination.
Neil - YES! you named the elephant in the social media room :) the " We need a social network 'cuz everyone has one" is definitely not a compelling reason to build! There needs to be both well understood business value and a deep undertanding of user needs for a network to be valuable. If the community strategy doesn't march toward a real set of goals and outcomes - it runs the risk of being be purposeless. So yes, form over fashion.
And MollyBob - Completely agree with you here. Community management is a real skill set and role with an established set of tools and best practice - like any other profession. Effective community management is hard work - experience matters a lot - as the community manager is often more in touch with clients and consumers than anyone else in the company.
Thanks everyone for contributing to this dialogue!
best
Vanessa
socialcidal said:
I agree with #6 the most. You can't try and monatize something from the start. That all comes after much time and development.The Fundamentals of a Strong Social Media Plan (12,116 views)
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Jonathan Salem Baskin is an author who writes a regular column on Advertising Age & posts on his award-winning blog. More »
John Bell heads up the 360° Digital Influence team & teaches graduate studies in Digital Influence at Johns Hopkins University. More »
Don Bulmer is Vice President of Communication Strategy at Royal Dutch Shell More »
John Byrne is chairman & editor-in-chief of C-Change Media Inc. & the author or co-author of eight books. More »
Gini Dietrich Gini Dietrich is the founder and chief executive officer of Arment Dietrich, Inc. More »
Vanessa DiMauro is the CEO of Leader Networks & has been creating successful online communities for over 15 years. More »
Maggie Fox is the founder and CEO of Social Media Group & was named one of the Top 100 Marketers in Marketing Magazine. More »
Laurent Francois I lead the marketing&development hub @ Express Roularta Services, a media company. I focus on 2 main brands (L'Express, More »
Rachel Happe is a Co-Founder and Principal at The Community Roundtable & a blogger at The Social Organization. More »
JD Lasica is a consultant who is considered one of the leading authorities on social media & user-created media. More »
Brian Solis s author of Engage and is recognized as one of the most prominent thought leaders & authors in new media. More »
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