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Dove c’è community
c’è casa
Alessio Fattorini
Because is warm, welcoming, friendly
and supportive
“Great leaders develop environments of safety, trust and cooperation, where they put others first- Simon Sinek
VisionWhat is the future your
community exists to create?
MissionHow is your community
creating that change?
ValuesThe principles that shape the
community culture
Hello!Alessio Fattorini
community.nethserver.org
NethServer Community
★ Vision: making NethServer strongly community-driven
★ Mission: building NethServer with the most vibrant, supportive and friendly community in the open source space (and not just..)
NethServer Community
★ Values: put people first, learn by doing, be always inclusive, don’t be afraid to ask stupid questions, your participation counts, community belongs to all of us
Keep your values always in
check
No fuzzy words
Be Welcoming
Be Welcoming
★ First experience is critical★ Feel acknowledged★ Know what to do first★ First post prompt response
Be inclusive
Be inclusive
★ Create a space of emotional safety★ Be humble - no patronize★ Your opinions counts★ Don’t take yourself too serious
Be supportive
Be supportive
★ They join community to get help not to give it
★ Social Debt Culture between members★ Offer opportunities to members to give
help in return★ Call upon specific people to help other
specific people (Tagging skills)
An answer for everyone
★ Don’t let everyone is talking but no one is listening and responding
★ Train your community to answer
Outcomes
Inclined to participate
Leading by example
Have the right people
Have the right people
★ The will help you to define the culture★ They will set the bar high★ They have to share the same vision,
mission, values, and voice★ Find members who have great social
skills (D. Atkin)
Do things that don’t scale
Do things that don’t scale
★ Doing small things that have a limited but very powerful impact
★ Focus on a narrow group★ 20% - 80% rule★ Offer super personalized help
Activity is not enough
Changing long-term behaviour matters
(R. Millington)
Are my actions so effective?
Am I wasting my time?
Culture is not enough we
need strategy
Identity
Identity
★ Member’s identity aligns with the identity of the community
★ Social categorization★ Create a strong community identity
that appeals new members
Trust
Trust
★ Trust in the community as a whole★ Trust in specific members of the
community★ Trust comes from reputation of the
community★ Trust comes from relationships
between members
Participation
Participation
★ Trigger - what reminds the member to come back to the community?
★ Action - how the member respons to the trigger?
★ Experience - what the member does after they take action?
I lurkers
★ Take any level into consideration★ Don’t assume lurkers have no value or
they gain no value from your community
★ Lukers are potential Active or Power members
Reward
Reward
★ The member gets value from his participation
★ Critical: make him wants to participate again
★ Extrinsic reward VS Intrinsic rewards★ Community should provide both
Intrinsic Rewards
★ Increase their personal/pro profile ★ Helping others★ Feel connected with something larger
than themselves★ Feel heard, seen, understood★ Feel they have a sense of freedom,
accomplishment and autonomy
by Carrie Jones
Make your community a habit
Examples from NethServer
★ Potential-Trust: slightly trust the product and the content
★ New-Reward: personally welcomed★ Active-Identity: identifies as NethServer
Community member and joins a team★ Power-Partecipation: answers support
topics, write docs, beta testers
Content Plan
★ Everything is a content★ Plan your content thoughtfull and with
structure★ Create value for your member★ Ask your member what they want★ Try different typs of content until one
sticks
If you think every new member joins with the aim of actively
participating and adding value
YOU’RE WRONG
They join purely for selfish reasons They want to solve a problem (M. Reed)
Turning this individualism into something that will end up
benefitting the entire community
That’s the community manager’s job
Thanks!Any questions?
You can find me at @ale_fattorini
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