Community Management - Basics

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Engagement, Influence, Communication, Pitfalls and Solutions

Part 1

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Community Management - Basics

  1. 1. Engagement Influence Communication ? Pitfalls Solutions Community Management?
  2. 2. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing The Big Picture
  3. 3. 1. Layers of Engagement 2. Levels of Influence 3. Communication 4. Know about the pitfalls 5. Be pro-active Steps to Success
  4. 4. Step 1 – Layers of Engagement
  5. 5. Step 1 – Layers of Engagement
  6. 6. Passive Customers Step 1 – Layers of Engagement
  7. 7. Listeners Passive Customers Step 1 – Layers of Engagement
  8. 8. Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  9. 9. Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  10. 10. Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  11. 11. That's nice Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  12. 12. That's nice Don't like Discussion Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  13. 13. That's nice Don't like Discussion I also enjoy! Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  14. 14. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Contributors Listeners Passive Customers Step 1 – Layers of Engagement
  15. 15. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Spread the word Contributors to less engaged buddies Listeners Passive Customers Step 1 – Layers of Engagement
  16. 16. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders Spread the word Contributors to less engaged buddies Meet in-game Play / Use Pick up opinions Search for problem solvers Listeners Passive Customers Step 1 – Layers of Engagement
  17. 17. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 1 – Layers of Engagement
  18. 18. Step 2 – Levels of Influence
  19. 19. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  20. 20. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  21. 21. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  22. 22. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  23. 23. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies E Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  24. 24. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N T Passive Customers Step 2 – Levels of Influence
  25. 25. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N Buddy Community T (Buddy-to-Buddy Interaction) Passive Customers Step 2 – Levels of Influence
  26. 26. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A Spread the word Contributors G to less engaged buddies Support Community E (Spread-the-Word) Meet in-game M Play / Use Pick up opinions E Search for problem solvers Listeners N Buddy Community T (Buddy-to-Buddy Interaction) Passive Customers Step 2 – Levels of Influence
  27. 27. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Step 2 – Levels of Influence
  28. 28. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Give it a try..! Are there issues? Step 2 – Levels of Influence
  29. 29. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers Give it a try..! Are there issues? That's great about the game.. Cares about Community feedback? Step 2 – Levels of Influence
  30. 30. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? That's great about the game.. Cares about Community feedback? Step 2 – Levels of Influence
  31. 31. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Product service? Cares about Community feedback? Step 2 – Levels of Influence
  32. 32. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Product service? Cares about Community feedback? Did you know...? Step 2 – Levels of Influence
  33. 33. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Step 2 – Levels of Influence
  34. 34. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Step 2 – Levels of Influence
  35. 35. Step 3 – Communication
  36. 36. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Step 3 - Communication
  37. 37. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? Brand Perception Marketing Step 3 - Communication
  38. 38. That's nice Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  39. 39. That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  40. 40. That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  41. 41. That's nice Incentive Feedback Don't like Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  42. 42. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  43. 43. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  44. 44. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  45. 45. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Step 3 - Communication
  46. 46. 4. Pitfalls...
  47. 47. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing Something goes wrong...
  48. 48. Incentive Feedback Don't like That's nice (Social) Media BUZZ Discussion I also enjoy! Support complaint Opinion Leaders E N Core Community (Multiplicators) G A I Spread the word Contributors G N to less engaged buddies Support Community E F (Spread-the-Word) M L Meet in-game Play / Use Pick up opinions E U Search for problem solvers Listeners N E T N Buddy Community (Buddy-to-Buddy Interaction) C E Passive Customers I recommend... Give it a try..! Are there issues? Communication? Let's join... That's great about the game.. Word Of Mouth Advertisement Product service? Cares about Community feedback? Did you know...? PR Messaging Brand Perception Marketing ...and remains unnoticed...

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