Community SOP Complete User Guide

Community is the most familiar word in user operations. Many people think that community operation is just about creating groups, sending announcements and red envelopes. In fact, it is not. Community operation plays an extremely important role in occupying the minds of users and increasing user stickiness. The author of this article summarizes a set of practical training camp operation SOPs, which are recommended for friends in community operations. Let’s take a look together.

SOP, Standard Operation Procedure, describes the standard steps and requirements of a certain job in a unified format to guide and standardize daily work.

Simply put, it is to turn the daily trivial work content into standard execution steps, what to do in the first step, what to do in the second step, what to pay attention to in each step, what are the requirements, what are the output standards, and where to find the required resources.

Next, I will share with you a set of training camp operation SOPs that I have summarized and can be implemented.

1. Preparation Period

There is usually a 2-3 day preparation period before the training camp officially begins. This period allows students to get familiar with the teaching assistants and friends in the group, as well as the learning tools. On the other hand, it also gives the teaching assistants some buffer time to make corresponding preparations.

During the preparation period, you need to do the following:

1. Form a working group

In addition to the course group, the teaching assistant should also set up a work group without students present, so that they have a place to discuss daily problems, or if they suddenly want to make a decision, they can communicate, unify their statements, and then notify the course group.

2. Establish group rules

To maintain good order and management standards in the community, it is necessary to formulate group rules and implement them in place.

Group rules should include:

• What exactly are the group rules?
• The reason for making such group rules;
• Who should I contact to handle special problems?

First, make it clear what the group rules are, that is, what behaviors the community supports, what behaviors are prohibited, and how violations will be handled.

Second, it would be best to explain why it is formulated in this way and what benefits it will bring to everyone. Because severe punishment alone cannot make everyone better implement group rules. Only when everyone recognizes the group rules from the bottom of their hearts and understands that such group rules are formulated to protect their own interests, will they jointly maintain the atmosphere of the community.

After writing the group rules, send them to core students or other teaching assistants to take a look:

• See if there are any parts that you don’t understand, are difficult to comprehend, or are not clearly expressed;
• See if there is anything that you cannot agree with or accept.

Continue to modify the group rules based on their feedback.

3. Develop a FAQ manual ( Q&A manual)

There are many students who ask the same question repeatedly, so before the camp starts, you should compile the questions that most students are curious about into a FAQ and send it to them along with the answers. Free up teaching assistants' time and energy from trivial and repetitive questions and use them to solve other important issues for students.

The FAQ manual should be continuously updated. For any omissions or ambiguous information, it should be modified bit by bit based on the feedback from the trainees, so that everyone can answer most of their questions after reading it, thus reducing unnecessary communication costs.

4. Guide students to introduce themselves

The teaching assistants and the atmosphere group should take the lead in introducing themselves so that the students can get familiar with themselves and at the same time liven up the community atmosphere. Then, guide the students to introduce themselves.

A template for a self-introduction could be:

• Nickname, occupation, coordinates;
• Introduce yourself in one sentence;
• Reasons for attending the camp;
• The most fulfilling thing.

When students are introducing themselves, the teaching assistants and atmosphere group should try to find points in their speeches that can be discussed or even praised, so as to leave students with good memories of their first appearance in the community. For example, a student talked about how he gave up his favorite dessert in order to fight acne. Then, we can praise her for her perseverance and ask her for advice on how to get rid of acne.

What needs to be noted here is that when students introduce themselves, they should pay close attention if words such as "financial management" or "certain currency" appear. At the same time, students who frequently join the community should also pay special attention to them.

Of course, in order to avoid inconvenience caused by adding people randomly, we can, first of all, inform the students in the group that in order to maintain a good learning atmosphere, it is forbidden to add people randomly to the group, and encourage students to report such behavior. In addition, if a student is added randomly, first apologize to him for your improper management, and then take measures against the person who added the random person. The first time, give a private warning, and the second time, kick him out of the group directly.

5. Divide participants into groups

If there are too many people in the training camp, we can adopt the large and small class system, that is, divide the large group into several small groups. Large groups have more people, so it is more convenient to organize activities. Entertainment activities, practical information sharing activities, award ceremonies, and opening/closing ceremonies are all carried out in large groups. Small groups have fewer people, so teaching assistants can be closer to students and have a stronger sense of them, making it easier to provide personalized services to students. For students, small teams are more intimate, topics are more focused, and it is easier to establish emotional connections.

2. Course Period

1. Update group announcement

It is recommended to use the same group announcement during the preparation period, because the most important task during the preparation period is to allow students to build trust and become familiar with social tools. Frequent changes in group announcements will confuse them. It is best to wait until the first day of class to start updating.

If it is a course service group, then the daily group announcement of the community should include the following: the day's course preview, course link, homework check-in link, and words to encourage everyone to attend classes and complete homework.

Group announcements should:

• Keep your words concise and keep the number of words within one screen.
• Set blank lines between paragraphs. It is recommended that you send the layout to your own WeChat dialog box first to see the actual effect.

Before the course starts, all group announcements during the course can be written in advance, so that when the course officially starts, only simple copy and paste work and minor modifications need to be done.

2. Send the highlights of the previous day to the community

The teaching assistants here are required to summarize and organize the essential content of the community, such as high-quality topic discussions, useful information sharing, etc., and share them to the community every day.

The reason for doing this is that due to the large number of people in the community, 99+ unread messages will be generated in a short time. For students who have less free time and are busy in their daily lives, if they do not read the messages, they are worried about missing out on important and valuable content, which will cause anxiety; if they read, they need to climb up the stairs one level at a time, which requires a lot of energy, and if they find that a lot of the content is just idle chat after reading, they will be disappointed and even doubt the value of the community.

Therefore, in order to save the time of these students and improve their satisfaction, the teaching assistants need to filter out valuable information from daily community discussions and sharing, organize it into Graphite Notes, and then share it to the group the next day, attaching the password to climb the stairs for everyone to check.

3. Community Activities

There are two main types of community activities. One is entertainment activities, which aim to cultivate relationships among students and mainly involve small games for leisure and relaxation. The other is a practical information sharing activity, which aims to make students feel the value of the community and recognize the quality of the community. The sharers can be experts, teaching assistants and students.

The process of inviting celebrities to share is simply to screen the celebrities who fit the community's positioning and tone, then invite them on the social platform, and after the invitation is accepted, confirm the sharing topic and finalize the sharing time. The specific steps have been written before, so I will not repeat them here. Friends who are interested can check out my princess account.

Here we will talk about how to invite students to share. To invite students to share, you must first explore their value, which can be roughly divided into:

• Knowledge, experience;
• Connections, resources;
• The inspirational effect of one's own experiences on others.

The so-called "motivational effect of one's own experience on others". For example, in fitness, if a student is very thin at the beginning, but through scientific methods and persistence day after day, he has the current fit body, then his experience will be motivating to other students. Since he can do it, then believe that you can do it too.

After discovering the value of students, how do you encourage them to share? First of all, we must convey to the students the concepts of "helping each other" and "the more you share, the more you grow", and encourage everyone to take the initiative to help other students when they encounter problems, and to step forward to answer questions, so as to create an atmosphere of positive sharing.

Secondly, for the students who share, we should give them a sense of honor and recognition. Students usually care not about how much material they gain, but about reflecting their own value and sense of existence through sharing. Therefore, when the sharing is over, we should not only send prizes to them as soon as possible and give them timely positive feedback, but more importantly, we should guide other students to praise them and give them full affirmation.

As for how to plan community activities, I have already written about it before, so I will not repeat it here. Friends who are interested can check out my princess account. Let me add here, how to increase the participation rate of activities?

First of all, before planning an activity, the needs of the students should be clarified, and then corresponding activities should be carried out according to their needs. The needs of students can be clarified based on their characteristics. For example, if most of the students are fresh graduates, they will be interested in "how to find a reliable job" and "how to rent a reliable house". You can also understand the needs of students during daily conversations. For example, when we were running a training camp before, a student casually mentioned that her "salary has tripled after three years of work." When the other students saw this, they were shocked and asked her question after question. We then invited her to do an online sharing session, and obviously, the effect of the event was very good.

Secondly, after each activity, the quality of the activity should be evaluated, not only the number of participants, but also whether the students spoke actively and the interaction was lively during the activity. If the students respond enthusiastically, it means that you can organize activities with similar themes next time. If the number of participants is small and the response is cold, then analyze the reasons. If the activity is not promoted well, then increase the publicity efforts next time. If you really don't know the reason, you can also find a few students to conduct research and ask them for their opinions.

In addition, increasing the participation rate of activities mainly focuses on practical information sharing activities (higher quality and value). For entertainment activities, you generally don’t need to care too much about the participation rate of activities. It is enough to let students know that there are activities and that the community has prepared for this. There is no need for too much publicity, and the threshold should not be set too high. Students should be able to participate whenever they want and leave whenever they want.

In addition, most activity plans can be written in advance before the class starts. In this way, when the class officially starts, you only need to follow the steps, which greatly improves operational efficiency.

4. Opening Ceremony/Closing Ceremony

Because it is a training camp community, there also needs to be opening and closing ceremonies. Its purpose is the same as its name, which is to give students a sense of ceremony so that they can take the upcoming studies more seriously. These two ceremonies are also a type of activity, so the planning process is the same as that of ordinary activities.

The opening ceremony mainly includes:

• Introduce course content and community highlights;
• Speech by the creative team;
• Introduce community rules and awards;
• Q&A.

The closing ceremony mainly includes:

• Summarize the course;
• Award ceremony;
• Message from the creative team.

5. Atmosphere group speech

Prepare a lot of atmosphere-creating scripts in advance. When students first join the group, they are unfamiliar with everything around them. If the atmosphere of the community is cold at this time, it will only make them more afraid to speak. If the atmosphere is lively and looks lively and interesting, they will be drawn in as well.

In addition, when carrying out activities, it is also necessary to prepare a large amount of atmosphere group scripts in advance. On the one hand, they need to create an atmosphere so that students feel that the activities are fun or valuable, and are willing to participate in the activities and actively perform in the activities; on the other hand, they need to control the rhythm. If it is found that the students have gone off topic while chatting, the atmosphere group should work with the host to guide the topic back.

6. Others

Of course, there is also “interaction with students” which has not been elaborated on above. The teaching assistant needs to act according to circumstances. The content of the interaction can be the student’s recent situation, the day’s dinner, or his or her own recent embarrassing moments. The purpose is to let the students understand that the teaching assistant is a real person with flesh and blood, not a cold robot.

Author: Chunran

Source: Chunran