shepherding community-generated content
Post on 19-Oct-2014
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DESCRIPTION
Customer communities: some companies have been nurturing them for years through support forums; some companies are just discovering how to cultivate community through social media. A few companies are beginning to explore how to tap the knowledge and power of customer communities to enhance their information offerings. Meanwhile, open source software projects have been generating products, documentation, and real-world value based on community efforts for a few decades. This session will explore some of the lessons about community and community-generated content that have emerged from open source projects, and how they can apply to more traditional companies and products. We’ll look at: * Reasons to invite community-generated content * What to expect from community-generated content (and what not to) * Ways to encourage more productive and meaningful contributionsTRANSCRIPT
Discussion is encouraged
Photo by HoboElvis
AgendaBackground
•What is community-generated content?
•What CGC is NOT
•Types of community
•Why support CGC?
Foreground
•Realistic expectations
•Why do people contribute?
•Avoiding pitfalls & villains
•Paths to success
•Recognition & reputation
Tell me about yourself
BACKGROUND
What is community-generated content?
What CGC is NOT
Photo by Global X
What CGC is NOT
Photo by blmurch
What is community?
“It is not merely the group that generates community, but the interactions within it.”
―Jono Bacon, The Art of Community
Types of community
Action
(shared goal)
Circumstance(e.g.,
cancer survivors)
Interest
(products,
hobbies)
Place(e.g.,
neighbor-hoods)
Position
(e.g., teenager
s)
Practice
(shared expertise
& methods)
Purpose
(similar goals)
Which comes first?
1.Build community.
2.Get community to generate content.
3.???
4.Profit
Which comes first?
“The Apache Software Foundation … believes that its first order of business is creating healthy software development communities focussed on solving common problems; good software is simply an emergent result.”
―Brian Behlendorf, former president of the Apache Software Foundation
Listen
ConnectShare
CGCCommunity
FOREGROUND
Realistic expectations
Photo by JoshBerglund19
Who will contribute? 90%: “lurk” but
never contribute 9%: do a little 1%: do a lot
Jakob Nielsen, Participation Inequality: Encouraging More Users to Contribute
Image by verbeeldingskr8
Why do people contribute?
Why do people contribute?
http://onlamp.com/onlamp/2007/06/14/why-do-people-write-free-documentation-results-of-a-
survey.html
Pitfalls
Image by @joefoodie
Villains
Photo by istolethetv
Avoiding pitfalls and villains
Paths to success
Paths to success
•Welcome Wagon
•Tasks for newbies
Paths to success
Multiple communication channels
Paths to success
Gratitude
Paths to success
Mentor and empower
Paths to success
Recognition and reputation
Beware of gamification pixie dust
• Photo by Myrna Litt
Photo by LadyDragonflyCC
Being “Gameful”
•Positive Emotion and engagement
•Building positive Relationships
•Meaning: connecting to a mission or goal greater than ourselves
•Accomplishment: opportunity to do something that matters
Recognition and reputation
Recognition and reputation
Take-aways
Photo by renaissancechambara
Resources
•The Art of Community: Building the New Age of Participation, Jono Bacon
•Conversation and Community: The Social Web for Documentation, Anne Gentle
•Reality is Broken: Why Games Make Us Better and How They Can Change the World, Jane McGonigal