Getting Involved in Communities
By Dan Qing Wang Mujahid Godil Supervisor Professor Mary Rose Dr. Paul Rayson Mr. Chris Tossell
Presentation Outline Project Brief & Research Methodology
Communities of Practice (COP)
Theory around Online Community
Social Media Monitoring Tools
Platforms for Community Development
Access Community Development
Future Development Project Brief and Research Methodology Project Brief
Customers Analysis Types of Communities
Communities of Practice (COP) 1. What is COP?
Communities of Practice (COP) 2. Dimensions of Communities of Practice
Communities of Practice (COP) 3. Development Stages of Communities
Communities of Practice (COP) 4. Benefits of Communities of Practice
Communities of Practice (COP) 5. Challenges in Developing a Community
Communities of Practice (COP) 6. Developing a Community
Theory around Online Communities 1. What is an Online Community? A place for a group of people with common or complementary interests who use the internet to communicate, work together and pursue their interests.
Core characteristics of online communities Theory around Online Communities
2. Membership Life Cycle of Online Communities
Theory around Online Communities 3. Why do People Participate in Online Communities?
Theory around Online Communities 4. Learn Lessons from Failed Online Community According to Deloitte consultant Ed Moran over 60% of online communities fail to thrive 35% have less than 100 members,
less than 25% have more than 1,000 Theory around Online Communities
4. Learn Lessons from Failed Online Community Businesses are being enticed by fancy technology Repeat the same mistakes and fail to learn Lack of proper management The wrong measurement metrics Lots of noise
Social Media Monitoring Tools
Social Media Monitoring Tools 1. Overview of Social Media Monitoring Tools Step 1: Listen to your customer’s voice
Step 2: Measure and analyze the conversations
Step 3: React to the customer feedback Social Media Monitoring Tools 2. How to Select Right Social Media Monitoring Tools? Make a matrix table
Identify which social sites are essential for your company
Identify for what kind of analytical layer the social media monitoring tool is used
Make profile updated plans daily, weekly, and monthly
Select the suitable package according to cost and features
Refine one or more tools based on the specific social sites Social Media Monitoring Tools 3. Comparison of TweetDeck, Hootsuite and Sprout Social Save social media management time
Best Time for Posting a Particular Topic
Track the Engagement Results
Share Progress Reports with Others Platforms for Developing Communities 1. Community Platform Good community platform considerations questions A good platform will accommodate all of a community’s activities and offer community a simple entry.
Community platforms need to integrate more web content management tools, social networking sites or other collaboration forms together. How simple is the platform to use? Is it easy to set up?
How well does the platform combine the tools that a community needs?
How secure is the platform by using additional component tools?
Does the platform support multiple communities at once? If so, what are the limits and how easy can it launch a new community? Can sub-communities be built easily?
What is the cost to host, access, maintain, and support such a platform? Platforms for Developing Communities 3. Three community platforms Huddle
Web-based software, strength is the file management
Light weighted online platform without online chat, project reporting, custom themes, time tracking and bug reporting
Free web-based software, thousands of plug-ins for everything you might want your site to do, Free support
Fairly weak core code, Security issues, too fast upgrade cycle, fake developers
Provide a complete SaaS (Software as a Service) solution
Most important advantage is very easy to install
Two great features for collaboration are that its users can make online documents and have comment boards based around links.
Project management is not the best thing for Central Desktop Access Community Development
1. SWOT Analysis
Access Community Development 2. Analysis of Competitors Communities The four competitors whose communities are analysed Access Community Development 2. Analysis of Competitors Communities Access Community Development 2. Analysis of Competitors Communities Access Community Development 2. Analysis of Competitors Communities Access Community Development 2. Analysis of Competitors Communities Access Community Development 3. Analysis of the Customers Access Community Development 3. Analysis of the Customers Access Community Development 3. Analysis of the Customers Platforms to Promote Community Access Community Development
4. Proposed Themes for the Community
Access Community Development 5. Implementation Plan for Community Development Access Community Development 5. Implementation Plan for Community Development Relationship between Plan and Implement Phases Access Community Development
6. Prototype of the Community
Future Development 1. Google+ Future Development 1. Google+ Interface of Google plus? Future Development 1. Google+ Future Development 1. Google+ Google+ for Internal Collaboration Future Development
1. Google+ - Circles Google+ for External Communities - Streams - Hangout
Future Development 2. Social CRM
Future Development 2. Social CRM Future Development 2. Social CRM Starting with the Social Customer Future Development 2. Social CRM Evolution from CRM to Social CRM Future Development
2. Social CRM Recognize the trend Start the culture change internal Focus on people rather than on technologies Organize your company for social According to Gartner: Who Is the Leading in Social CRM? Mobile CRM growth accelerates Leader: Lithium & Jive Software
Visionaries: Salesforce.com (NYSE: CRM), Mzinga and KickApps
Niche players: the rest
Forecast for Next CRM and Social networking sites/tools continue to integrate their capabilities Social Rankings will become a standard public approach Customer Insight apps leading the way
Future Development 3. Mobile Website
Project Site Getting Involved in Online Communities
Professor Mary Rose Dr. Paul Rayson Mr. Chris Tossell Mr. Alex Reevse Mr. Tim Cole Ms. Tracy Wiseman Miss Julie Secondo