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Key Observations on Community Management from Rachel Happe
Colleen Burns    

The 2012 State of Community Management Points to the Maturing of Social Business
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By Rachel Happe, Co-Founder and Principal
The Community Roundtable

 

In today's connected world, organizations of all sizes, in a variety of industries - from banking institutions to non-profits and even governments - are engaging in online conversations. These conversations are extending and igniting activism, forcing organizations to alter decisions about products, policies and leadership. Networked communication environments are creating unprecedented opportunities for individuals and groups to be heard and every organization should be paying attention.

 

The speed of information access and distribution, fueled by cheap and pervasive technology, is driving a profound need to change our organizations and management approaches. Social business is an effort to make organizations more humane, adaptive and resilient in order to mitigate risks and address new opportunities. At its core, social business is about optimizing our human resources, which are now the most critical and expensive asset in organizations.

 

At The Community Roundtable we work with a wide range of organizations that are taking a proactive approach to building online communities. Together we are learning how to apply community management principals to these networked communications environments. By taking a community approach, organizations are both mitigating the risk of an online uprising and allowing the speed of markets to pour into and across their organizations, resulting in faster support and innovation cycles.

 

In our recently released 2012 State of Community Management report we've compiled what we have learned with our member organizations over the last year. Some of the key trends we've observed are:

 

  • The mainstream adoption of social media tools for individuals is adding to the overload and confusion around how organizations can best use those same tools
  • The discipline of community management is maturing with many more resources and training programs available
  • Internal employee communities are one of the fastest growing areas in the online community space
  • Technology continues to be a critical driver but making technology the primary focus is a risky approach
  • Early online community leaders are in a unique position to understand and help organizations adopt social business practices

 

The report also includes detailed information about the artifacts, patterns and initiatives we seeing organizations adopting as they mature in their use of social business - providing a valuable reference resource for social business and community leaders. You can download the report below.

Rachel Happe (@rhappe) is a Co-Founder and Principal at The Community Roundtable, a company dedicated to advancing the business of community. The Community Roundtable provides education, training, and advisory services to community and social business leaders.

 

Rachel has over fifteen years of experience working with emerging technologies including enterprise social networking, eCommerce, and enterprise software applications. Rachel has served as a product executive at Mzinga, Bitpass, & IDe, and as IDC’s first analyst covering social technologies. She started her business career as an analyst at PRTM. Rachel serves on Social Media Today’s Blogger Board, the Enterprise 2.0 Conference Advisory Board, and as an Isis Parenting Fellow. She writes at http://www.informationweek.com/thebrainyard



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https://www-304.ibm.com/connections/blogs/socialbusiness/entry/key_observations_on_community_management_from_rachel_happe28?lang=en_us
Apr 10, 2012
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Recent Blog Posts
25


Creating a successful system of engagement
Wed, Oct 29th 2014 2:12p   Colleen Burns
We all saw the power of social/mobile this past summer when the ALS Ice Bucket Challenge swept not only the nation, but the world. Playful in its nature, the Challenge goaded millions to accept and post their videos – more than 6M videos on YouTube alone. Hand-in-hand with those posts was more than $100,000,000 in donations, in less than 60 days! Playful? Yes. Powerful? Absolutely. Why? One reason was because it was a very personal engagement. What if you could bring that type of [read] Keywords: ibm apple enterprise mobile
29


Analyzing the power of employee engagement
Wed, Oct 29th 2014 11:15a   Colleen Burns
A resounding theme at IBM Insight this year is the growing desire of companies to evolve into customer-centric organizations. Much of the discussion understandably revolves around using analytics to collect, understand and make decisions about customer acquisition and retention. However, a critical foundation for customer engagement is something much closer to home -- specifically, the employees that interact with customers. And, just as importantly, the way employees engage within the orga [read] Keywords: collaboration connections ibm community enterprise
28


To Reach Customers, Think Like a Customer
Tue, Oct 28th 2014 12:12p   Colleen Burns
By now we’ve all heard the story of the retailer that got into a bit of hot water by targeting pregnant women with specific ads that in one case in particular ended up revealing to a father that his daughter was pregnant. Way back in 2002, according to an article in the New York Times, marketers were already working on how to “figure out if a customer is pregnant, even if she didn’t want us to know.” This of course raised all sorts of concerns over priva [read] Keywords:
35


Is analytics the key to digital engagement?
Mon, Oct 27th 2014 2:12p   Colleen Burns
It’s a question many companies are asking right now – how do you transform enterprise culture to increase employee engagement and foster relationships with customers? According to a Social Business session at IBM Insight today, the answer is to build on analytics as the foundation of your engagement strategy. As the use of social technology increases dramatically, organizations are finding a need to create an enterprise-wide strategy for social implementation and adoption. [read] Keywords: collaboration connections ibm enterprise network
88


HIPAA in the IBM Cloud!
Wed, Oct 22nd 2014 8:15a   Colleen Burns
Cloud computing has matured dramatically in the years since IBM initially introduced social, mobile, meetings and mail cloud offerings. Within the past two years alone, customers have reconciled many privacy and security concerns, and cloud adoption has soared. For IBM customers, this has been in part due to IBM’s cloud governance and controls at the center of our service delivery. This is a true tipping point—where even companies in regulated industries are adop [read] Keywords: connections ibm policies mobile security
86


Concrete Sunflowers May Bring Energy to Millions
Tue, Oct 21st 2014 9:12a   Colleen Burns
Did you know that concrete was invented by the Romans roughly 2,000 years ago? Think of the Pantheon, one of the most beautiful (at least to my mind) monuments in a city overflowing with stunning architecture. It was commissioned during the reign of the Emperor Augustus by Marcus Agrippa and its dome still holds the record as the largest ever built of unreinforced concrete. Yes, concrete. I was thinking about concrete’s ancient origins when Gianluca Ambrosetti, head of research f [read] Keywords: connections ibm
64


Susan Etlinger and Time-Tested Thinking Skills for Today’s Data Profusion
Mon, Oct 20th 2014 10:12a   Colleen Burns
or, Who’s Afraid of the Big, Bad Data? At work not too long ago I was looking for a particular statistic for a presentation. I found several relevant stats and perhaps not surprisingly, some of them contradicted each other. I was tempted to cherry-pick the stat that would fit best in the presentation, but my conscience wouldn’t let me take that easy way out. So I hunkered down for what I knew would be the arduous job of trying to determine which stat was considered the most [read] Keywords: connections ibm twitter




79


Social Business Unboxed: A World Gone Social with Mark Babbitt and Ted Coiné
Thu, Oct 16th 2014 11:12a   Colleen Burns
Social Business Unboxed Stories of Insight & Success in Digital Engagement In this episode of Social Business Unboxed, we talk with Mark Babbitt and Ted Coiné about their new book, "A World Gone Social: How Companies Must Adapt to Survive." An IBM Social Business Reading Club selection for September, I thought you might find this discussion valuable. We discussed some of the key topics in the book, including: - How leaders can engage their workforce and customers in so [read] Keywords: agent collaboration ibm community podcast
122


Mission Possible
Thu, Oct 16th 2014 8:12a   Colleen Burns
Good afternoon, Bosses, On today’s 56th anniversary of Boss’s Day I have a challenge for all you fearless leaders. Let’s call it: “Mission: Take Your Employees to Lunch.” Your mission, should you choose to accept it, involves the reworking of an effective workplace. You must select two of your team members to take to lunch – one of whom must be a millennial. Once you have been seated at the café or restaura [read] Keywords: twitter
95


Chef Watson Commemorates World Food Day
Wed, Oct 15th 2014 12:15p   Colleen Burns
The United Nations has declared October 16 to be World Food Day, and the theme for 2014 is "Feeding the World and Caring for the Earth." To help with the UN’s goal to raise awareness of issues such as food security and malnutrition, the Chef Watson team issued a food challenge to our beta user Facebook group: with the help of Chef Watson, create a tasty recipe using some of the most commonly wasted food items in your kitchen. We’ve already received some inspiring entries, [read] Keywords: connections ibm facebook security




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