A Detailed Breakdown of Apple's Online Support Community (by FeverBee)
Richard Millington (FeverBee) - Cracking The Social Code: How To Turn Your Members Intro...
-
Upload
feverbee-limited -
Category
Marketing
-
view
1.765 -
download
0
Transcript of Richard Millington (FeverBee) - Cracking The Social Code: How To Turn Your Members Intro...
BY RICHARD MILLINGTON FOUNDER, WWW.FEVERBEE.COM
crack the social code: Turn Members Into Contributors
0"
500"
1000"
1500"
2000"
2500"
3000"
3500"
1" 2" 3" 4" 5" 6"
Sector"Growth"Rate"
Community"Burn"Rate"
doing thinking feeling fearing
What do you think about {topic}?
What do you like/dislike about {topic}?
Direct messages and notifications
Forum posts and replies
Banners / sticky discussions
News / blog posts / content
Newsletters / mass e-mails
ThemYouWelcome e-mails & autoresponders
Frequency of use
# people you reach
Direct messages and notifications
Forum posts and replies
Banners / sticky discussions
News / blog posts
Newsletters / mass e-mails
ThemYouWelcome e-mails & autoresponders
Frequency of use
# people you reach
optimise every tool
solicit ideas to achieve group goals
in-page analytics can quickly identify least
popular areas of the site
0
75
150
225
300
Technology Onboarding Metrics Gamification Guidelines Security Definitions Examples PseudonymitySub-Groups
More discussions, articles, and spotlighting
on the winners
0
75
150
225
300
Technology Onboarding Metrics Gamification Guidelines Security Definitions GamificationPseudonymitySub-Groups
More discussions, articles, and spotlighting
on the winners
big wins are usually 1) + 2)
Your community
Priorities
e-mailFacebook
BlogsTwitter
Relevantnews sites
Game of ThronesSpoiler Sites
how do we design an autonomy-supportive Community ?
MeasureRecruit volunteerstrain volunteersautomated messagesfeel understooddesign optionsfollow-up
www.selfdeterminationtheory.org/perceived-autonomy-support/
Measure your group’s PAS
Design options to pursue this unique beliefs and passions Tackle questions
on key topic
Run column/ group/category
Find experts
Give feedback
How would you like to be involved?
follow up and sustain interest
Use inbox.google.com
Use inbox.google.com
what to look for
References to the past
Mentions by name
Inside jokes
High self-disclosure
Off-site connections
Sub-groups forming
Increase the level of disclosure
More specific
More detailed
More researched
More emotive
More self-disclosure
More funny
More ……….?
Firstritual
EngagementExperience
Introduce to similar member
etc…
Identifywants
Createopportunities
Recruitvolunteers
Followup
Identifyexpertise
Explain whereto use expertise
Highlightexpertise
Give ownership
=
practical steps to get connected
INTERVIEW EVERY TOP EXPERT IN YOUR FIELD
HOST EVENTS, ACTIVITIES (ONLINE OR OFFLINE)
ATTEND AS MANY EVENTS AS YOU POSSIBLY CAN
ASK FOR INTRODUCTIONS
=
practical steps to become
respected
SYNTHESIZE EXISTING KNOWLEDGE
PUBLISH NEW RESEARCH/DATA/CONTRADICTORY PERSPECTIVES
SPEAK AT EVENTS IN YOUR FIELD
=
practical steps to become
likeable
ADD POSITIVE LANGUAGE TO EVERY INTERACTION
IDENTIFY MEMBER PROBLEMS AND HELP TO RESOLVE THEM
DELIVER FREQUENT, UNEXPECTED, PRAISE
SHOW GENUINE INTEREST IN MEMBERS
CONNECTED:“I don’t know personally, but I know
@Jon, @Susan, and @Carol have worked on this. Can they help?”
RESPECTED:“There are four great systems here. These are the pros and cons of each…Here are
some examples of these in action”
LIKEABLE“Love the question. I don’t think we’ve spoken about automated text analysis before. How are you using it
right now? Can you share any successes?”
SUMMARIZE THIS!1) Promote an activity within the community2) Ask members to share what they’re doing, thinking, feeling, or fearing3) Optimize your 6 communication tools4) Set goals, remove the bad stuff, and focus on good stuff5) Make members feel they can make unique, useful, contributions6) Design ways members can participate7) Build a better sense of connection8) Become more influential