Community Advocates: Why You Need Them? What They Do?
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A brief description of community advocates, what they are and why you need them. Also includes a brief overview of CSC's community advocate program used in the deployment of CSC's employee community, C3.
Community Advocates: Why You Need Them? What They Do?
- 1. COMMUNITY ADVOCATES 101 ESSENTIAL INGREDIENTS FOR COMMUNITY VIBRANCY CLAIRE FLANAGAN CSC, DIRECTOR SOCIAL BUSINESS & COMMUNITY STRATEGY DECEMBER 2011 © 2011 Computer Sciences Corporation Community Advocates | 1
- 2. ADVOCATES 1. Defends or maintains a cause or proposal 2. Supports or promotes interests of another http://www.merriam-webster.com/dictionary/advocate © 2011 Computer Sciences Corporation Community Advocates | 2
- 3. Ant’s Eye View Advocacy Planning Framework 1. Segment by Behavior Connector Cri2c Creator Collector Amplifies conversa2ons, Provides feedback, Answers ques2ons, Organizes. Tags, rates, Word of Mouth ideas and insights creates new content ranks and moderates 2. Measure & Monitor by Objec2ve 3. Reward with “ Currencies” Build Sell Support + Access = + = Listen + Status = Quality Innova3on Loyalty Resources Build Sell Support Collec tor + Tools = Reprinted with permission Ant’s Eye View http://www.antseyeview.com 3
- 4. Advocates WHAT DO THEY DO? WHY DO YOU NEED THEM? © 2011 Computer Sciences Corporation Community Advocates | 4
- 5. 1. SHARE COMMUNITY WORK © 2011 Computer Sciences Corporation Community Advocates | 5
- 6. 2. INCREASE REACH & WOM © 2011 Computer Sciences Corporation Community Advocates | 6
- 7. 3. PROVIDE MEMBER SUPPORT © 2011 Computer Sciences Corporation Community Advocates | 7 7
- 8. 4. PRUNE & CURATE © 2011 Computer Sciences Corporation Community Advocates | 8
- 9. 5. SOURCE OF TRUSTED FEEDBACK © 2011 Computer Sciences Corporation Community Advocates | 9
- 10. Advocates: How Do You Find Them? 1. Appoint Volunteers 2. Find Natural Champions 3. Ask for Volunteers © 2011 Computer Sciences Corporation Community Advocates | 10
- 11. Advocates: What Motivates Them? 1. Access 2. Recogni2on / Reputa2on 3. Influence © 2011 Computer Sciences Corporation Community Advocates | 11
- 12. 2. Advocates: How To Reward Them? VIP ACCESS RECOGNITION & VISIBILITY BRANDED ITEMS PERSONAL TOUCHES © 2011 Computer Sciences Corporation Community Advocates | 12
- 13. CASE STUDY CSC EMPLOYEE COMMUNITY “LIFEGUARD” PROGRAM © 2011 Computer Sciences Corporation Community Advocates | 13
- 14. CSC Life Guards 12 Assigned, 100 Total Seeded 200 Use Cases, Topics Prior to Launch © 2011 Computer Sciences Corporation Community Advocates | 14
- 15. CSC Life Guards Planning Partners, Story Tellers Engaged Local Execu2ves, Teams Source of Peer Support, Answers © 2011 Computer Sciences Corporation Community Advocates | 15
- 16. Life Guard Tiers Lifeguard Senior Lifeguard Recogni2on KRA Credit X X Answers Members Ques2ons X X Leadership of Use Cases, Topics X X Speaking Opportuni2es to Leaders, X X+ Project Teams, Peers Access Early Access to New Features X X+ Direct Access to Planning Team X X Influence Release Priori2es X X+ User Acceptance Tes2ng X © 2011 Computer Sciences Corporation Community Advocates | 16
- 17. CSC Life Guards: Other Tactics • How-To’s / Weekly Calls • Communication Templates / Tools • “Master Lifeguard” Community Manager • Certificates of accomplishment • Targeted Training • Avatar Badges • Exclusive Lifeguard Space • Speaking Opportunities © 2011 Computer Sciences Corporation Community Advocates | 17
- 18. Top Five Ways to Get Started 1 Define program objec2ves Locate and engage credible 2 advocates Match “community” work to 3 advocate mo2va2on 4 Measure advocate impact 5 Reward and recognize © 2011 Computer Sciences Corporation Community Advocates | 18
- 19. Claire Flanagan Director, KM and Enterprise Social Business, Communi;es Strategy CSC Office of Innova;on Linked In: hGp://www.linkedin.com/in/cflanagan Twi_er: cflanagan CSC CSCNews CSC CSCNews © 2011 Computer Sciences Corporation Community Advocates | 19