Online Behaviors
Tools
In All Practicality
What if they say something bad?!?!
I'm better at my job...
What Now!
If you build it,
will they come?
Creators
Critics
Collectors
Joiners
ConversationalistsSpectators
Inactives
CC
cc : flickr : miggslives
ask them
No is ok
?
Researching a
product/service
3% Direct mail response
22% Mass Media
3% Yellow pages print

97% Google or search engine
80% Network of peers
cc : flickr : binaryape
Why is someone a 
member of your 
organisation...
Forum
Blog
Directory
Library
Calendar
Syndication
Subscription
Groups
Rating/Review
Standard / Typical
Emerging
Wiki
Micro-Blogging
Status Updates
Podcasts
Video
Comments
Ratings
Reviews
Integrated Content 
Management
Alignment
Behavior to Tools
Picking the right product
1. How long have you been in business?
2. When was the last upgrade? When is the next?
3. What's the upgrade process?
4. Are there manuals?
5. How much is technical support?
6. What percentage of customers are current with their annual fee?
7. Where is the product heading?
8. When did you last put your prices up?
9. Are you planning for the next platform yet?
10. Can I build my own reports?
11. Why did you choose your platform?
12. What's the cost of onsite support?
13. Who does the training?  Are there scheduled courses?
14. Can I talk to a customer who implemented in the last 6 months?
15. How much have you spent on R&D in the last 12 months?
6. What percentage of customers are current with their annual fee?
= Satisfaction Level
10. Can I build my own reports?
= ROI
14. Can I talk to a customer who implemented in the last 6 months?
= Deficiency
15. How much have you spent on R&D in the last 12 months?
= Productised
Boards
Chapters
Events
Seminars
SIGs
Blog
Forum
Library
Wiki
Presidents Diary
Strategic Alignment
Discuss Resolutions
Share and Distribute Papers
Collaborate on Ideas
Announcements
Thought Leadership
Share and Distribute Documents
Compile Submissions
Blog
Forum
Library
Wiki
Collaborate on Ideas
Discuss Solutions
Share and Distribute Board Papers
Collaborate on Ideas
Provide Experience
Blog
Forum
Library
Wiki
Discuss Trends
Blog
Forum
Library
Calendar
Presented Materials
Announcements
Speaker's Thinking
Discussion with Speakers
Collaborate on Ideas
Topical Discussion
Directory
Forum
Library
Reviews
Networking
Feedback - Events and Training
Link/Resource Sharing
THEY WILL!
At least you'll know
Good Problem to Have
Your Reaction that counts
Reasonable timeframe
Transparency
Admit the problem
Plan of action
Fix it twice
cc : flickr : notahandbag
I undertake assignments where business problems are solved through innovate use of technology, the results of which are measured through improvement in revenue and/or productivity.
I need to know...
Trends
Important Events
"the vibe"
New tools
New Resources
New People
Social Media gives me...
Trends
Important Events
"the vibe"
New tools
New Resources
New People
Your members joined for...
Trends
Important Events
"the vibe"
New tools
New Resources
New People
Your members join your organisation to be better at their job
cc : flickr : sundaykofax
Integrated
Don't do this in isolation
Marketing
Membership
Support
Technology
Why is someone a 
member of your 
organisation...
hint: online communities make people better at their job
1...2...3...
Sort out web 1.0
socialise
simplify
yammer
ning
wordpress
Who here:
Tweets
Facebook/LinkedIn

Last 2 months:
Researched using TV?

Last 2 months:
Researched by asking a colleague?