How to Build an Online Community - Our Process Revealed

A custom publishing company building online communities?

We have titles like Editor, Designer or Developer -- but at our core, we're conversationalists, we're engagement agents, and we seek the most powerful platform to reach and activate your customers. Online communities provide the open dialogue our clients need in order to learn more about their customers and to ultimately serve them better -- sure, not every account fits the online community model, and not every client is ready either ... But I would argue that dialogue is always more valuable, interaction is always preferred, and what you don't know, will most definitely harm you.

I'd like to share a peek into our latest process flow for our online community platforms. I say 'latest' because we're constantly evolving the process with each iteration -- looking for ways to refine our practice, gain some efficiencies and improve the system. But we also want to spell out the work required to our clients, let them know the research that goes in to each project and the risks and rewards that lay ahead.

Take a peek, and give me your feedback.

COMMUNITY DEVELOPMENT

   

Phase 1: Discovery

• Identify a Need (simple statement)
• Business Analysis (competitive, current, forecast)
• ROI Needs
• User Research (identifying cohesive potential of niche audiences)
• Identify Core Evangelists and When to Involve
• Keyword Research
  
• Identity and Domain Research
  
• Task Analysis (feature support)
• Partnering
• Areas of Content
• Requirements Gathering

 

Phase 2: Development

• Technical Assessments
• Metrics Strategy
• Content Inventory
  
• Card Sorting
• Defining the Information Architecture 
• Usability (setting measurable goals)
• Sitemap
• Wireframing
• Use Cases
• Final Requirements
• Prototyping

 

Phase 3: Production

  Coding:

•   Database
•   User Logic
•   CMS
•   Forms/Functionality
•   Front-End Programming
•   Analytics Setup

 

  Content Development:

•   Editorial
•   Advertising
•   Interactivity
•   Rich Media
•   Planning for Deployment

Phase 4: Testing

• Browser/Environment Testing
• Load Testing
• Identify Community Manager
• Alpha Group (identify and invite)
• Intensive User Testing, Feedback and Analytics
• Create Support Group and Public (to community) blog
• Generate Early Buzz

 

 

Phase 5: Roll-Out

• Beta Group (identify and invite)
• Initial Content Deployment
• Community Scripting and Social Proof
• User Testing, Feedback and Analytics
• Allow Beta Group to Begin Inviting Friends
• Create Processes to Adapt to Future User Requests
• Public Launch
• Content Deployment
• Online Marketing Campaigns
• Offline Promotional Campaigns (offline is critical)
• Event/Group Sponsorship
• User Testing, Feedback and Analytics

 

Phase 6: Momentum

• Continued Community Scripting and Social Proof
• Continued Content Deployment
• Continued Promotions Online/Offline
• Continued Analytics tracking
• Identify and Leverage Community Evangelists
• Add Value in terms of function and offerings
• Transparency of Support and Resolution
  
• Identify Related Niche Groups to Pursue

This document sits in our Google doc folder, shared by everyone on the team so we can revisit and revise our process. Not every project fits this outline, but this is a way for us to ensure proper planning has occurred.

What's your process?