Community Best Practices for Super Users Perspectives of

Community Best Practices for Super Users Perspectives of today’s talk: • Start small – Employ Social Media techniques • Build your internal community on the engagement with Social Media COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION

OLinks Social Media Marketing Denis O’Neil Social Media Consultant Denis. oneil@olinkscorp. com Social Media and Search Engine Marketing. We believe that our client needs to be reached through any online network that their prospect, customer, or partner prefers. Because, we are all part of a community http: //olinkscorp. com COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

Any doubts about change? COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

The Super User’s Use of Online Communities Within your SAP Super User SAPinsight community (at the national level) “Only another SAP Super User can empathize and understand an SAP Super User” Within your company (with your internal stake-holders) COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

Social and the Super User COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP.

ASUG 2008 Super User 101 COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP.

How to start (start small) • Publish a regular newsletter to distribute content • Follow with a blog supported by social media reposting • Get followers, contributors, engagement • Repost on company public social media channels • Develop an intra-company community • Q&A Forum • Ideas - with voting • Accolades • Rewards for engagement • Resources (Management Corner, training, etc. COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

SAPinsight on Social Media WEB SAPinsight. com Web Site Blog. sapinsight. com Social Media Networks Facebook Twitter Google+ Linked. In (Group) Pinterest Youtube Bookmarking Site Stumbleupon Delicious News Technorati COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

Sample Content Develop interesting content to drive Super Users to informational resources COPYRIGHT 2014:

Best Practice for Blog Content • Opening sentence should be invoke engagement • About 300 words • 1 to 2 links to previous Blog Posts • 1 link to Technical Resource or external resource • Summarize • End with Call to Action to Share, Learn More, Sign up, etc. COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION

An Internal Community for Super Users What does that look like? • Communities must have a common need or interest Ø Super User communities have a common need and interest • A successful community needs a community manager Ø A Super User community would need this as well • A successful community starts with interesting and valuable content Ø Load SAP provided data - Start small with a newsletter & blog to create content and a following • Must be responsive to questions or problems Ø A successful community needs a community manager COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

Process of a comprehensive Online Community Program Setup • Use standard tools, like Word. Press Post • Seed community – re-post excerpts Promote • Email Posts in e. Blasts, Also, get in company newsletters Engage • Respond to comments, generate questions Report • Analyze results, fine tune for max effectiveness COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

Motivation for Engagement Source: THE RULES OF COMMUNITY ENGAGEMENT – http: //www. communispace. com/uploaded. Files/Research. Insights/Best_Practices/Best. Practices_Rules. Community. Engagement. pdf COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

What Really Motivates Engagement Source: THE RULES OF COMMUNITY ENGAGEMENT – http: //www. communispace. com/uploaded. Files/Research. Insights/Best_Practices/Best. Practices_Rules. Community. Engagement. pdf COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

6 Rules to Promote Engagement üCreate an environment that invites and inspires self-expression Needed: a high-trust environment üClose the loop to show people how they are influencing the brand Needed: engage with your members üFoster a genuine sense of community to deepen engagement Needed: like-minded discussion, to be connected üEmbrace two strategies — one to recruit and another to retain Needed: a shared value proposition üTailor your approach Needed: relevant to the business purpose of the community (like Alibaba) üReward members in multiple ways Needed: provide intrinsic validation for members’ ideas and simultaneously create a fun and rewarding environment Source: THE RULES OF COMMUNITY ENGAGEMENT – http: //www. communispace. com/uploaded. Files/Research. Insights/Best_Practices/Best. Practices_Rules. Community. Engagement. pdf COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

The 1/9/90 rule 1% = power users 9% = casual contributors 90% = lurkers

SAPinsight. com Start by Participating Here Community Connect with other members for networking and problemsolving Content Request information to be offered up to the community Periodic learning webinars Plans for a tips & tricks library Communications and Events Newsletter COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM

• www. linkedin. com/in/denisoneil/ Q & A OLinks Social Media Marketing Denis O’Neil OLinks Corp Denis. oneil@olinskcorp. com Follow me: Twitter @denisoneil Linkedin. com/in/denisoneil COPYRIGHT 2014: ALL RIGHTS RESERVED OLINKS CORPORATION DENIS. ONEIL@OLINKSCORP. COM