User-generated contentThe key to engaging your workforce.

@jaysonpeltzerjaysonpeltzer.com

Agenda

● The importance of authentication● Offer choice and embrace variety● Content type structures● Engage through content visibility and

education● Passive content moderation● Ethics review committee● Deep-dive: the power of a community FAQ

system

The online conversation

● New generation expectations.

● Sense of organizational state.

The importance of authentication● People are brave

when anonymous.

● Culture of online respect.

● Accountability.

● Governance.

Offer choice and embrace variety● Everyone is different.

● 1-9-90 rule.

● All levels of participation are valuable.

○ View○ Vote○ Comment○ Content

Content type structures

● Audio● Blog post● Comment*● Forum topic● Photo album● Question● Tweet● Video● Vote*

* not node based

Engage through content visibility and education● Promote or feature user-generated posts.

● Expose a “Community Spotlight” feed.

● Highlight top contributors.

● Display read, vote, and comment counts.

● Post how-to videos and mini-tutorials.

Passive content moderation

● Start a web governance working group.

● Publish a “Netiquette” document.

● Let the community moderate itself.

● Use “Flag as inappropriate” links.

● Trust your staff.

Ethics review committee

● Addresses inappropriate flags.

● Take it seriously.

● Base decisions on organizational values.

● Involve the right people and levels.

Deep-dive: The power of a community FAQ systemHow it works:

● Anyone can ask a question.

● Anyone can answer.

● Anyone can vote on the best answer.

● Poster can flag favorite answer.

● Users awarded points for positive behaviors.

Deep-dive: The power of a community FAQ systemHow to build it:

● Frequently Asked Questions moduleor custom content type

● Fivestar module● Views

Take it further...● Userpoints module● Badges module

Stack Overflow

Replicate the concepts.

Deep-dive: The power of a community FAQ systemOrganizational benefits:

● Rich knowledge-base created.● Employee engagement.

Questions?@jaysonpeltzer

jaysonpeltzer.com