The Process Signal (and why it should matter to you)

Whenever you join a new community, you're naturally drawn to the content and the people. But that's not the sauce.

If you know what's what, you're really after the magic. The sauce.

You want THE PROCESS.

Process is the linchpin of future health, far outstripping other elements like who's involved or the initial buzz.

Sustainable processes are another level deeper – the bedrock of evolution, growth, and resilience.

Your process is the proof of value that your community is built to last.

Understanding the Process Paradigm

When we talk about process, we're referring to the systems and structures that keep a community running smoothly.

It's not as flashy as the latest event or as immediately compelling as a vibrant discussion thread, but it's what ensures these elements can continue over time.

For instance, a streamlined onboarding system doesn't just make newcomers feel welcome; it integrates them into the community's fabric. This process actually makes your community stronger and more diverse.

Anything that makes your digital community more real for members is going to 10x your outcomes.

Key Community Process Areas

Here are four areas where you can dial in a process with massive ROI.

#1 Robust Onboarding

A community that nails the onboarding process sets up its members for success. It’s like having a GPS when you’re navigating a new city. Imagine having a clear, step-by-step guide when you join, complete with who to know, where to find resources, and what events are upcoming.

Step 1: Pre-Join Communication

Objective: Prepare potential members for their onboarding journey before they officially join.

• Welcome Email: Send a friendly, welcoming email that sets the tone and provides an overview of what to expect.
• Introductory Content: Share introductory videos or articles that explain the community’s mission, values, and benefits.
• FAQs and Resources: Provide a list of FAQs and key resources to help potential members understand what the community is about.

Step 2: Personalized Welcome

Objective: Make new members feel valued and seen right from the start.

• Personalized Welcome Message: Send a personalized welcome message from a community leader or manager.
• Introduction Post: Encourage new members to introduce themselves in a dedicated forum or thread, sharing their background and interests.

Step 3: Orientation Guide

Objective: Provide a comprehensive guide to help new members navigate the community.

• Step-by-Step Guide: Create a detailed orientation guide that covers all essential aspects of the community, such as how to set up a profile, navigate forums, and access resources.
• Community Tour: Offer a virtual tour of the community platform, highlighting key areas and features.

Step 4: Mentor/Buddy System

Objective: Ensure new members have a go-to person for questions and support.

• Assign a Mentor/Buddy: Pair new members with experienced members who can guide them through the initial stages.
• Regular Check-Ins: Schedule regular check-ins with mentors to address any questions or concerns.

Step 5: Monitoring and Support

Objective: Ensure new members are supported and progressing smoothly.

• Progress Tracking: Monitor new members’ progress through the onboarding process and provide additional support if needed.
• Help Desk: Set up a dedicated help desk or support team to address any technical issues or questions.

#2 Event Intros

Events keep the community’s heart beating. But the first five minutes are the most important of the entire event. A good process ensures that everyone feels welcome and is ready to experience the magic.

Step 1: Pre-Event Planning

Objective: Lay the groundwork for a successful event by thorough preparation.

• Define Objectives: Clearly outline the goals and objectives of the event.
• Identify Target Audience: Determine who the event is for and tailor the content accordingly.
• Select a Suitable Format: Choose the appropriate format for the event (e.g., webinar, workshop, virtual coffee morning).

Step 2: Event Promotion

Objective: Ensure maximum participation and awareness of the event.

• Create an Event Announcement: Develop engaging and informative event announcements to be shared across community platforms.
• Leverage Multiple Channels: Promote the event through emails, social media, and the community’s website.
• Send Reminders: Schedule reminder emails and notifications leading up to the event.

Step 3: Pre-Event Engagement

Objective: Build excitement and prepare attendees for the event.

• Pre-Event Content: Share teasers or introductory content related to the event topic.
• Discussion Threads: Start discussion threads or forums where members can share their thoughts and expectations.

Step 4: Event Introduction

Objective: Make a strong first impression and set the tone for the event.

• Warm Welcome: Begin with a warm and enthusiastic welcome. Be sure to make the guests and the speaker feel right at home.
• Ice Breakers: Incorporate ice breaker activities to help attendees feel comfortable and engaged.

#3 Active Listening Loops

A community that listens to its members and adapts based on their feedback is a community that grows stronger by the day.

Imagine the thing you care about getting 1% better per day automagically.

The value isn't just that it's better...the value is that you can SEE it happening.

IT'S ALIVE.

Setting up systems for feedback, like suggestion boxes or regular polls, and then acting on that feedback, shows members that their voices matter.

Step 1: Encourage Open Communication

Objective: Foster an environment where members feel comfortable sharing their thoughts and feedback.

• Transparent Communication: Regularly communicate the importance of member feedback and how it contributes to the community’s growth.
• Lead by Example: Community leaders and moderators should actively participate in feedback discussions to set the tone for open communication.
• Recognition: Publicly acknowledge and thank members who provide valuable feedback.

Step 2: Regular Feedback Collection

Objective: Ensure consistent and systematic collection of feedback.

• Scheduled Surveys: Send out surveys on a regular schedule (e.g., monthly or quarterly) to gather structured feedback.
• Event Feedback Forms: Provide feedback forms at the end of each event to capture attendees' impressions and suggestions.
• One-on-One Conversations: Arrange one-on-one conversations or small group discussions with members to gather more in-depth feedback.

Step 3: Analyze Feedback

Objective: Systematically review and analyze the feedback received to identify common themes and actionable insights.

• Categorize Feedback: Organize feedback into categories (e.g., event feedback, platform usability, community culture) to make it easier to analyze.
• Identify Trends: Look for recurring themes or issues that multiple members mention.
• Prioritize Action Items: Prioritize feedback based on its impact and feasibility to address.

Step 4: Develop Action Plans

Objective: Create clear, actionable plans based on the feedback analysis.

• Set Goals: Define specific goals and outcomes based on the feedback.
• Assign Responsibilities: Assign tasks and responsibilities to community leaders or team members to address the feedback.
• Create Timelines: Establish realistic timelines for implementing changes and improvements.

Step 5: Implement Changes

Objective: Act on the feedback by making the necessary changes and improvements.

• Immediate Actions: Address quick wins and easy-to-implement changes first to show immediate responsiveness.
• Long-Term Projects: Work on more complex changes that require planning and resources over a longer period.
• Regular Updates: Keep the community informed about the progress of the changes being made.

#4 Maintain A Regular Newsletter

Keeping everyone in the loop with regular updates and easy-to-digest summaries ensures that even the busiest members can stay connected. The process behind this ensures that no one feels left out or behind, fostering a sense of inclusivity and belonging. The easiest way to make sure this is working is if people have things they can share with one another your newsletter should have nuggets things that are bite sized and easy to pass along.

Step 1: Define Objectives

Objective: Clarify the purpose and goals of the newsletter.

• Identify Goals: Determine what you aim to achieve with the newsletter (e.g., keeping members informed, driving engagement, highlighting community achievements).
• Target Audience: Understand who your audience is and tailor the content to their needs and interests.

Step 2: Establish a Content Plan

Objective: Develop a structured plan for the type of content to be included in each newsletter.

• Content Categories: Define key content categories such as community news, upcoming events, member spotlights, and helpful resources.
• Editorial Calendar: Create an editorial calendar to plan and schedule content in advance.

Step 3: Gather Content

Objective: Collect relevant and engaging content for the newsletter.

• Community Contributions: Encourage members to contribute content, such as articles, stories, or event recaps.
• Regular Features: Include regular features like Q&A sections, tips and tricks, or highlights from the community forums.
• Timely Updates: Ensure that all content is up-to-date and relevant to current community activities and events.

Step 4: Design the Newsletter

Objective: Create an attractive and user-friendly design for the newsletter.

• Consistent Branding: Use consistent branding elements, such as the community logo, colors, and fonts, to maintain a cohesive look.
• Readable Layout: Design a clean and readable layout with clear headings, subheadings, and sections.
• Visuals: Include images, infographics, and other visuals to make the newsletter visually appealing and engaging.

Step 5: Maintain Consistency

Objective: Ensure the newsletter is published regularly and maintains a high standard of quality.

• Regular Schedule: Stick to a regular publishing schedule (e.g., weekly, bi-weekly, monthly) to build anticipation and consistency.
• Quality Control: Maintain high standards of quality for content, design, and distribution in every edition.
• Adapt to Changes: Be flexible and adapt to changes in the community’s needs and preferences over time.

The Final Word: The Real Impact of Process on Community Health

Investing in a solid process isn't just about avoiding pitfalls; it's about laying the groundwork for a community that's primed for continuous growth and innovation.

Process is the silent engine of community health. It's what guarantees that the initial excitement turns into long-term engagement, that new members become active contributors, and that the community evolves while staying true to its core values.

Hope you enjoyed this deep dive!

~ Patrick