2011年-世界发展银行全球_Building_a_Community_of_Superusers_to_Leverage_a_Collaboration_Platform_3页_918kb

Scoop: Building a Community of Superusers to Leverage a Collaboration Platform

Core Content

The document discusses the development and growth of the World Bank's social collaboration platform, Scoop, focusing on the role of Superusers in driving user engagement, content creation, and community building. It outlines key strategies and lessons learned from the platform's initial launch and ongoing refinement, emphasizing the importance of user involvement, community strengthening, and recognition of contributions.

Main Goals of the World Bank's Knowledge Strategy

The World Bank Group's knowledge strategy, endorsed in March 2010, aimed to:

• Improve the Bank's ability to capture, create, and deliver knowledge to its clients.
• Make the Bank's knowledge more impact-driven.
• Strengthen the Bank's role as a global connector, linking country practitioners and policy makers to global knowledge and innovation.

Key Activities and Strategies

1. Involving and Empowering Superusers

• The Scoop platform was initially developed with close collaboration with a small group of Superusers, who were identified as champions for social collaboration.
• The development team worked with Superusers to make frequent small enhancements to the platform, allowing them to test and provide feedback.
• As Scoop evolved, Superusers continued to be key in validating platform changes and suggesting new features such as:
  • A faster loading homepage
  • A prominent group announcement box
  • Improved email notifications
  • Draft-saving function
  • Like button
  • Photo albums

2. Strengthening Community Through Offline Events

• Regular Superuser meetings are held every two months to share Scoop news, tips, and encourage networking.
• These meetings are informal and user-focused, often featuring presentations from Superusers and Q&A sessions.
• The Scoop Happy Hour in the World Bank Main Complex Atrium was designed to increase awareness and engagement. It included:
  • A Scoop profile photo contest
  • Computer workstations for logging on
  • Superuser Award presentations
  • Musical entertainment by the Scoop Music Circle group
• The platform also partners with the Web Program Office to host after-work events, bringing together staff from various departments involved in knowledge management, IT, and communications.

3. Valuing Superusers' Impact

• Superusers serve as peer learning models, sharing their experiences and best practices with new users.
• How-To tutorials and webinars are used to guide users, but examples from Superusers are more effective in demonstrating practical usage.
• The Train the Trainer pilot program helped spread best practices across the Bank, especially within the Administrative and Client Support (ACS) Network.

4. Encouraging Innovative Collaboration

• The Scoop Superuser Awards recognize innovative use cases and contributions, such as:
  • "Mr. Best Practice" for helping build a successful community
  • "The Virtually Walking Encyclopedia" for providing expert support on knowledge queries
  • "The Humorous Leader" for fostering collaboration with a positive and engaging approach
• These awards not only highlight individual achievements but also inspire others to contribute and innovate.

5. Expressing Gratitude to Foster Relationships

• The Scoop team regularly acknowledges and thanks users for their contributions, participation, and feedback.
• This gratitude reinforces relationships and encourages users to extend the same behavior to others within the platform.

Conclusion

The lessons from Scoop's development show that a successful collaboration platform requires a combination of user involvement, community building, and recognition. The Superuser community has played a vital role in the platform's growth and continues to be a key asset in promoting social collaboration within the World Bank. The platform's evolution demonstrates that decentralized teams and communities of practice can effectively drive knowledge sharing and innovation in a digital environment.

Key Takeaways

• User engagement is critical for the success of social collaboration platforms.
• Superusers are essential in shaping the platform and driving adoption.
• Flexible support and gratitude help maintain strong relationships and encourage continued participation.
• Offline events and peer learning are effective in strengthening community ties and knowledge sharing.