What is your organization’s primary topic of conversation online? If you don’t know the answer to that, you may find that this is the thing crippling your online success. Without knowing and owning the online conversation topic, your organization is doomed to wander aimlessly about in the online desert. To get at this, I often ask this simple question: “What about your industry or issue is so interesting that you want to have a conversation about it?” Taking this simple question a step further, I’ll often ask: what topic of conversation is interesting to potential fans, can define your organization, but isn’t about the organization itself? Knowing your conversation, then owning it, offers a map through the online desert to real engagement, trust-building, and advocacy.
Community managers understand why “the conversation” is so important. If the online community manager mentioned the organization all day long, the community would soon leave. A great community manager understands what people want to talk about, knows the reason that they are there, and plans content accordingly. If you can figure out the conversation, and own it through offering great content and opportunities for the community to engage around it, you’re on your way to real engagement, real trust, real evangelists. The desert may be behind you.
You have to know the conversation first, then own it.
The conversation is the strategy.
The three organizations below know their conversation areas, and they are working hard to own them. They’ve gone beyond news updates and random tweets, and have focused their updates to encourage real conversations about topical areas. Read the updates from The March of Dimes, the Canadian Youth Business Foundation, and the New England Aquarium, and you’ll know they are in a conversation, and that conversation is extremely relevant to their supporters.
The March of Dimes‘ mission is to improve the health of babies by preventing birth defects, premature birth and infant mortality. The conversation on their twitter stream is very focused on supporting pregnant moms, especially around staying healthy during pregnancy. They constantly field questions from pregnant moms and support those who have children with birth defects and whose children were born prematurely. November is prematurity awareness month, and they are have planned a series of special twitter chats (#preemiechat). This week’s chat was with a NICU nurse, and the conversation was fast and furious. Their Facebook page currently features a custom tab about World Prematurity Day, November 17th, and the Twitter profile currently features this link as well. It’s easy to see how March of Dimes knows and really tries to own the conversation around premature babies and healthy pregnancy.
The Canadian Youth Business Foundation is a national Canadian charity, providing pre-launch coaching, resources, mentoring and start-up financing for youth ages 18-34. Their online conversation focuses on what it takes to be a small business, with a special emphasis on youth business. They work hard to own this conversation space in Canada. Their presence on Facebook and Twitter brings in a lot of inquiries from interested youth entrepreneurs, which is what they want.
One glance at the New England Aquarium’s Facebook page and it’s clear: their conversation is about how cool marine wildlife is and the relevance of marine conservation. They post videos of trainers working with seals, sea turtle rescue, blog reports about oil spill effects on marine life, and videos of deep underwater dives. You want to be part of this conversation because they bring you right into their animals’ lives, and the conversation about them is infinitely iterative. The important thing to note is that their “conversation” never strays from the aquarium’s educational mission. Updates are not just news, but opportunities for educational conversation and engagement.