“We took what used to take 3 months and got it down to 3 days.” This is what an IDEO project manager shared as he started talking about the lessons he had learned from being a Dungeon Master in Dungeons & Dragons during a Social Media Week event in NYC. One of the key points he discussed was the member journey. There was planning that had to be done, but without getting all the stakeholders around the table at the same time, it was impossible to know even where all the entry points were. And it just wasn’t just the entry point, but all the decision points, the uniqueness of each of the characters (customers), and how interactions with certain members, at certain points, could alter the strategy moving forward. As I began to think of this more, I began to realize how much a community manager could learn from a Dungeons & Dragons Dungeon Master.

The process of building a community is very similar to being a Dungeon Master in Dungeons & Dragons, where both require a high level of involvement, creativity, and strategy. In Dungeons & Dragons, the Dungeon Master (DM) is responsible for creating a world and a story that the players can explore and interact with. Similarly, a community manager must create a welcoming environment that encourages participation and fosters a sense of belonging. Both should strive to remain dynamic while problem-solving in order to create an experience that keeps members engaged throughout the journey.

Community Strategy

Most community member journeys have one path and decision points to level up to the next stage. What I learned from him was that there were many entry points and many decision points. And with each decision point, it wasn’t a matter of this or that, but often several others, including remaining on the existing path, climbing to another level, or opening a hidden door to explore what was behind it. As a community manager, I have come to learn that building a strong community requires careful planning, empathy, and the ability to adapt to the audience's needs. It is not just about creating a space where people can gather, but about creating an environment where people feel safe to share their thoughts, ideas, and experiences.

A successful community manager needs to understand the community and their needs and design experiences that cater to those needs. However, it's important to consider other stakeholders responsible for getting people to entry points or engaging with them at decision points. This planning should be done in the initial strategy phase so that all factors are considered in a community member's journey.

When building a community, it's important to involve all relevant stakeholders in the planning process. This can include your design team, marketing team, sales team, legal team, support team, product team, events team, and more. By involving all of these teams in the planning process, you can ensure that everyone is aligned on the community's goals and objectives and that the community is designed to meet the needs of all stakeholders. This planning should be done in the initial strategy phase so that all factors are considered in a community member's journey.

Safety and Standards

One of the most important things a DM does is to establish the rules and boundaries of the game. Similarly, a community manager must provide clear guidelines for behavior and engagement. This can include rules about appropriate language, how to handle conflict, and what types of content are allowed. By setting clear expectations, community members will know what is expected of them.

It's also important for community managers to foster a culture of respect and inclusivity within their communities. This means not only setting clear guidelines for behavior and engagement but also actively enforcing them. Community managers should strive to create an environment where everyone feels heard, valued, and respected, regardless of their background or identity.

Flexibility

The DM must also be able to adapt to their players and their needs. Similarly, a community manager must be able to adapt to their audience and their needs. This means being able to read the community and adjust your strategy as needed. A community manager must always remain flexible and be willing to change the course of the community's journey if necessary.

In addition, building a community is an ongoing process that requires consistent effort and attention. Just as a Dungeon Master must continuously work to improve their campaign, a community manager must constantly iterate and improve their community strategy. A community manager must be proactive and continually look for ways to enhance the community's experiences and engagement.

Furthermore, community managers should be aware that community building is not a one-size-fits-all process. Different communities require different approaches, and it takes time and effort to figure out what works best for each group. This means investing time in researching the members, listening to their needs and feedback, and designing experiences that cater to those needs.

Belonging

Another important aspect of community building is creating a sense of ownership among community members. When people feel like they have a stake in the community, they are more likely to become active participants and advocates. This can be achieved by involving members in decision-making processes, recognizing their contributions, and providing opportunities for them to take on leadership roles.

Finally, community managers should be aware that building a community is not a one-time event. It requires ongoing effort and attention to keep members engaged and involved. This means continually seeking feedback, measuring success, and iterating on the community strategy to ensure it remains relevant and effective over time.

Community building is a complex and ongoing process that requires careful planning, empathy, and the ability to adapt to the needs of the community. By taking lessons from the world of Dungeons & Dragons and applying them to community management, community managers can create engaging and successful communities that foster a sense of belonging and encourage active participation.

Summary

The process of building a community is similar to being a Dungeon Master in Dungeons & Dragons, where both require a high level of involvement, creativity, and strategy. A successful community manager needs to understand the community and their needs and design experiences that cater to those needs. However, it's important to consider other stakeholders responsible for getting people to entry points or engaging with them at decision points. This planning should be done in the initial strategy phase so that all factors are considered in a community member's journey.

A final way to collate these ideas may possibly be the most central (and critical) theme to both D&D and community management: we are always evolving to become better. In truth, this concept is central to not only ALL games but also community and project management. Community management does not exist in a vacuum. Upon the successful problem-solving of increasingly complex situations, we gain invaluable tools to serve future customers and entire demographics to the best of our abilities. At the end of the day – that’s what community management is all about anyway, right? Tailoring the best possible user experience for each individual that falls within our scope and sphere of influence.

In conclusion, taking these lessons from the world of Dungeons & Dragons, I have been able to build stronger and more engaged communities, both online and offline. Whether you're a Dungeon Master or a community manager, these lessons can help you create a world that your audience will want to be a part of. A community manager must always be willing to learn and adapt to the ever-changing needs of their members. By doing so, they can create an environment that fosters a sense of belonging and encourages participation, ultimately leading to a more successful and engaged community.