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Lunch » Tags » Events » Reviews » Community Innovation Summit » User review

Community Innovation Summit

2010 SXSWi Panel with Dave McClure, Wayne Sutton, Evan Cohen, Dave Peck, Naveen Selvadurai

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How do you keep your community engaged? Virtual Gifts!

  • Mar 13, 2010
Rating:
+4

Biggest Takeaway

The virtual gifts may work for kids and some adults, but overall the biggest takeawy form this panel is that you MUST engage, be transparent with your community and provide postive reinforcement to those who are providing feedback and high quality content.

Ahh, community management, engagement, and benefits. This panel reminded me of the good ol' days managing the LA Yelp community. There is much to learn about people through the worldwide interwebs. The biggest realization is that people can be really MEAN online. They don't quite have the balls to be mean to your face, but online - Oh, it's ON!

So how do you keep your community engaged, manage them as a whole and take the constructive (and often not-so-constructive) feedback of your community? With a grain of salt. This panel was a discussion between Foursquare, Paypal, and other executives in the Internet industry with experience in developing, marketing and community management. What happens when the comm starts answering those questions in a way you don't like? McClure was a good moderator, asked questions like:
 

  • How do you handle negative feedback from your user group?

Response: Don't get defensive, be good listeners. Example) Feedback says 'Competitor X is doing A&B better than you guys.' If there isn't competition, how do we expect to push boundaries and make the product better? Wayne Sutton's response would be something like, '

Takeaway: Good feedback includes both positive and negative. Things that the community say matter no matter the tone.
 

  • How do you encourage participation? "Community evangelism" How do you engage Users under 18?

Response: Rev share programs. Sponsorships: Naveen (from PayPal?) gave a really interesting example of asking a community (a power user) to attend a conference on your behalf when no one from you company is able, which I thought was an excellent way to engage and give your member a little special treatment that in the end, benefits all parties. This is an excellent example of building lasting relationships with the people who make your site look good. 

In my humble opinion, there will always be retaliation when the community sees others getting special treatment. So bottom line is - Be fair, don't be subjective. Treat the group as equals no matter what and you will have a thriving community. Special programs in place to recognize certain members are inevitable, but ultimately the community should decide and recognize the top contributors who provide the most value on their own. To quote my grandma "The proof is in the pudding."

Engaging kids and users under 18 was as simple as "Virtual Gifts!"

Best / Worst Quotes

"Competior X does A & B much better than you guys"

What wasn't said that should have been?

That you could review this panel on the SXSW Community on Lunch #LunchSXSW. 

Sightings
SXSW Community on Lunch Founder, Thomas Knoll! ;)
 

If this were my event....
I would have provided the hashtag #LunchSXSW for a chance to review this panel and provide YOUR feedback and biggest takeaways (plug plug). And, I would have handed out cookies.


 

What did you think of this review?

Helpful
18
Thought-Provoking
15
Fun to Read
18
Well-Organized
18
Post a Comment
March 13, 2010
Sounds like this was a good one...seems like they were trying to iterate the importance of a customer service/brand evangelism combo. Pretty cool....well, minus the cookies thing. ;)
 
March 13, 2010
Did you say cookies? Count me in. It seems lunch has been managing things well...using the advice you give about avoiding favorites. As a late-comer I never felt like an outsider, which is a good sign...
March 13, 2010
That's so great to hear! Lunch does have a pretty kick ass community management team, of course, I'm a little partial. Just a lil bit. ;)
 
March 13, 2010
Wow, as a community manager, I really wish I could've attended this. I follow Wayne Sutton and Dave Peck's tweets and blogs, so I would've loved to hear them speak. Great recap and takeaways, Aunny. Thanks for sharing!

Oh, and can you bake me cookies anyways? ;P
March 13, 2010
Totally thought of you throughout this panel, D. Hopefully you will be here too next year. #Devorarocks
 
March 13, 2010
great recap Aunny! cookies are always a great idea!
March 13, 2010
I heard Margot Bloomstein made her OWN cookies and handed them out in Content Strategy: What's in it for you? Sounds like she's go the right idea - way to create serious buzz Did you guys get to try any?!
March 13, 2010
Yea, I heard that too. I think that is why I was so disappointed that there were no cookies at this one. That's ok, the panel was totally worth it. ;)
 
1
More Community Innovation Summit reviews
review by . March 13, 2010
posted in SXSW on Lunch
Handling Your Community with Care
Dave McClure drove this panel in the right direction and allowed the awesome panel to show their stuff.   Wayne Sutton, Naveed Anwar , Naveen Selvadurai and Dave Peck brought great experience that was diverse and refreshing that allowed the discussion to not become stagnet.    I love that they changed the hashtag to #communitybitches      Some of the great nuggets that I pulled from the session:     Make it easy for the community …
review by . March 13, 2010
posted in SXSW on Lunch
[ Work in Progress ]      Solid community tips flying by too fast to capture... fortunately most of the gems are being captured in both twitter steams for the panel ( #communitybitches & #communityinnovation ). I'll have to come back later to pull out the best of the best.       The underlying theme of this conversation (which is supposed to be about community innovation) are the same things that have made real life communities work …
Quick Tip by . March 13, 2010
posted in SXSW on Lunch
Great conversation, but not hearing innovation. #communityinnovation #communitybitches
Quick Tip by . March 13, 2010
posted in SXSW on Lunch
"Be genuine, be open with ur community, ask the right questions & wait for the responses to come" #communitybitches
Quick Tip by . March 09, 2010
posted in SXSW on Lunch
it will be interesting to see if McClure can get the entire audience screaming f-bombs like he did at twiistup. i bet he can't.
About the reviewer
Aunny ()
Ranked #143
Hi, my name is Aunny D. I was born and raised in the city that Mixmaster Mike made famous in the song 'So Wat'cha Want.' I have an obsession with my Boston Terrier, Sancho. "Sancho" … more
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About this activity

Wiki

This panel is the first Community Innovation Summit of leaders of Developer Networks. It is a lively discussion about fostering innovation in online communities. This panel is sponsored by PayPal.

Panelists include:
Dave McClure (twitter.com/davemcclure)
Wayne Sutton (twitter.com/waynesutton)
Evan Cohen (twitter.com/evco)
Dave Peck (twitter.com/davepeck)
Naveen Selvadurai (twitter.com/naveen)


Hilton D
Saturday, March 13 at 11:00 AM
view wiki

Details

Type: Panel
Location: Ballroom C
Date(s): Saturday March 13

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