Seven Steps to Building
Electronic Communities
By: Philippa Gamse, pgamse@cyberspeaker.com and Terry
Grunwald
<terry@makingthenetwork.org>
Table of
Contents
Introduction
Step 1:
Develop a networking plan
Step 2:
Select a networking "platform"
Step 3:
Market to your users
Step 4:
Training and technical support
Step 5: Set
up and manage a public online information forum
Step 6:
Using networks for collaboration and problem solving
Step 7:
Creating the spirit of community
Introduction
The recent dramatic growth in the
technology and use of electronic computer networks/bulletin boards
provides us with some unprecedented opportunities. More and more
people, businesses and organizations are using these methods to
research ideas and resources, to publicize their services, and to
pool their skills and knowledge in a wide range of both private and
public sector applications.
However, as the number of available networks proliferates, many
potential users find themselves bewildered by the choices open to
them, and about ways to ensure optimum use of the "Information
Superhighway".
This document provides a set of guidelines to aid managers
in:
- assessing your organization's
current readiness to network
- identifying activities which are
most appropriate for the telecommunications
environment
- evaluating existing systems, or
deciding to develop an independent network
Additionally, once the technology
issues are resolved, we suggest methods for:
- attracting appropriate users and
sustaining their interest and participation
- developing a plan for user
training and technical support
- determining the scope, content,
and format for the promotion of public information
- establishing a "feel" or
"culture" for the network
- generating creative ways to
utilize the network to maximum advantage
The authors would welcome your
comments, ideas or questions.
Philippa Gamse, (847) 541-2359, or by e-mail at pgamse@totalnetval.com
Terry Grunwald, (919) 856-2176, or by e-mail at terry@ncexchange.org
© Copyright Gamse and Grunwald
1995. All rights reserved.
Step 1:
Develop a networking plan
A. Define your community
- Will this be a community of
individuals, organizations or a combination?
- Is there a common agenda? a
vision?
- Does the group already work
collaboratively?
- Is there a core group with the
capacity to network during the planning phase?
- Who else needs to participate
within the next 1-3 years?
- Who might be connected in the
future?
- Connection to other existing and
planned online communities:
Is anyone doing similar things in your community? in the
region/state/nationally?
- If so: how do their activities
compare with your plans?
- where are the gaps in what is
accomplished?
- are there opportunities for
collaboration?
B. Identify the needs electronic
networking might address
- Cost-effective communication /
information sharing with multiple sites
- Collaborative work (e.g.
co-authoring documents to be edited and revised)
- Easily-updated library of
information and record of organizational history
- Searchable relational databases,
research opportunities using Internet tools
- Public visibility via Internet
gophers and World Wide Web pages
- A private forum/conference to
plan strategy
- A means of disseminating wide
scale ALERTS for lobbying efforts
- Ongoing dialogue and debate
through moderated Usenet newsgroups and mailing lists
- "Real time" online
discussions
- An informal, online gathering
place to build relationships
C. Survey your potential
users
- How do they currently
communicate?
- Is there consensus on a common
agenda?
- Do they agree with the needs
you've outlined?
- What tasks would they like to
accomplish online?
- What kind of hardware (computer /
modem / mouse) do they have, if any?
Are they using a local area office network?
- Are they computer
literate?
- Do they have access to:
- training
opportunities
- technical
assistance?
- How much can they afford to spend
per month on telecommunications?
- What kind of information are they
willing to share?
- Who else do they want to
participate?
- What's their vision for your
online community?
D. Determine which of the following
resources you will need:
- A committed facilitator and / or
information specialist
- A skilled system operator (sysop)
/ Internet guru
- Additional information
providers
- Clerical support
- Computer hardware /
software
- A method of inputting large
amounts of information (eg, scanner)
- Subsidies to support the
participation of financially-strapped users
- Grants to support
facilitator/information provider activities
- Basic computer training for
novice users
- Technical support / computer
mentoring for users
- Ongoing source for funding for
the years it will take to make the community
self-sufficient
[Table of
Contents]
Step 2:
Select a networking "platform"
A. Go-it-alone: Setting up your own
BBS
- What are your hardware needs?
Enough storage for growth? Phone lines?
- What features should the software
have?
- Can you customize existing
software to meet your needs / will you develop your
own?
- Do you have an experienced
sysop?
- Will you have Internet
connectivity?
- Are there no existing resources
which can meet your needs?
- Might you be "reinventing the
wheel?"
B. Selecting an existing "host"
network. Issues to consider:
- Ease of use
- Compatibility among different
operating systems
- Availability of functions
identified in your needs assessment, eg:
- group e-mail;
- ability to send disk files and
faxes;
- conferencing with message
threading; private discussion areas; keyword search;
etc.
- Costs:
- proprietary
software;
- one time and monthly
subscription;
- online charges (peak /
off-peak);
- availability of toll-free or
local untimed call access.
- Connectivity to other networks,
echoing of bulletin boards, level of Internet
facilities
- Who are the current users?
Quality of current information? Quality of
communications?
- Availability and type of
technical support, training and documentation
- Ability to delegate management
functions to you and your facilitator(s)
- Stability of host: Are costs
likely to rise or fall?
C. Get your core group online and
planning as quickly as possible
- Use e-mail
gateways/Internet
- Develop simple
protocols
- Make it as informal as
possible
- Select an interim
facilitator
- Pursue fundraising as
needed
[Table of
Contents]
Step 3:
Market to your users
Marketing Hints
- Define the unique selling points
of the network to your community
- Concentrate on getting the high
profile users online first
- Where possible, market to the
decision-makers within an organization
- Use network demonstrations with
overhead projectors. Know which features you want to showcase, and
make sure there is plenty of recent, high quality information
online
- Plan to participate in major
conferences attended by your target audience.
- Try to get on the formal
agenda
- Make sure marketing materials can
be easily revised. Things change quickly!
[Table of
Contents]
Step 4:
Training and technical support
A. Why train?
- Computerphobia
- Manuals are often poorly written,
overwhelming in their detail, and intimidating to non-technical
people
- Internet tools, while improving,
are still extremely complex
- Users need both basic training
and tips to use software more efficiently
- Opportunity for users to share
experiences and build relationships
B. Develop a training
plan
- Identify trainers (preferably
members of your online community)
- Explore opportunities for
hands-on training at conferences and other events
- Provide for advanced training as
well
- Develop a training curriculum
which goes beyond the mechanics to include "real work" activities
and homework
- If group is dispersed, consider a
series of online exercises
- Develop a simple step-by-step
protocol for those not interested in using the more sophisticated
features
- Create a "buddy system" to pair
experienced networkers with novices
- Use all online resources of your
"host": online tours, help features, etc.
- Don't put all your resources into
an initial training. Staff turnover will necessitate ongoing
training.
- **Avoid jargon. Go slow. Be
patient.
C. Develop a technical support
plan
- Suggest users get compatible
hardware and software
- Encourage users to identify
computer support options including volunteers in their own
communities.
- Potential resources
include:
- local colleges
- computer vendors
- computer user
groups
- BBS enthusiasts
- If you provide technical support
directly, set your limits. Will you offer general computer support
or only respond to network-related problems?
[Table of
Contents]
Step 5: Set
up and manage a public online information forum
A. Why have an public information
area?
- Supplements e-mail
communication
- Creates an online "home" you can
customize for your community
- Provides an organizational memory
for new generations of users
- Serves as a link to other
communities on your host network
- Gives your issues greater
visibility
- Possible recruiting
tool
B. Tips for managing a
forum
- Have a paid facilitator if at all
possible. Facilitation needs tend to grow; not
diminish
- Consult with experienced
newsgroup or mailing list moderators
- Identify and post the kinds of
information most important to your users
- Make sure the information is
relevant, timely, and posted at regular intervals
- Encourage all users to post
items, make it as easy as possible, applaud every
contribution
- Make the forum simple to access,
navigate, and search. Remove outdated items. Keep the information
fresh
- Keep up to date with
technological developments, eg multi-media
applications
[Table of
Contents]
Step 6:
Using networks for collaboration and problem solving
A. How can networks promote
collaboration?
- Allows communication with a dozen
or even hundreds of users as easily as with one (group
addresses)
- Expands the pool of practitioners
available to respond to inquiries and calls to action
- Reinforces existing relationships
within your community and creates new ones
- Maintains the momentum created at
conferences
- Promotes co-authoring of
proposals
B. Tips for successful online
collaboration
- Create enough value on the
network that it becomes indispensable for the work of the
community
- Seek out opportunities for
occasional face-to-face meetings to reinforce online
activities
- Establish a formal 'buy-in" to
the process of collaboration
- Document and publicize your
successes
- Practice what you preach. Use the
net wherever possible for your own planning and administrative
activities
- Nudge people -- nicely, but
consistently
- Understand and respect the
limitations of networks
[Table of
Contents]
Step 7:
Creating the spirit of community
Environmental hints:
- An informal style of
communication helps build a sense of community
- Networking is an exercise in
electronic democracy. Facilitators should try to empower as many
users as possible to actively contribute
- Be inclusive and remember that
many users will "read only" at first and need to be coaxed to
participate
- Expect to handhold, encourage,
and cheerlead. Positive strokes only!!!
- The core group should try to
model the culture of networking in their online
discussions
- Use networks to sustain the
relationships formed elsewhere
- Table of
Contents
Partnerships
Online
- Making The Net Work
- Cyberspeaker homepage - Philippa
Gamse