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Community Management vs. Support - Fight!
 

Community Management vs. Support - Fight!

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This talk I held at the Community Manager Conference 2010 which focusses on the common error to mix up support with community management. Created and held on an ipad

This talk I held at the Community Manager Conference 2010 which focusses on the common error to mix up support with community management. Created and held on an ipad

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    Community Management vs. Support - Fight! Community Management vs. Support - Fight! Presentation Transcript

    • Community Management vs. t ! Support g h i F
    • Teut Weidemann Online Specialist Digital RealityIn the Games Industry since 1985Creating Communities since 1997Consultant for online EntertainmentWorking on 2 Browser Game MMOs
    • Ah! DefinitionsSupport: Problem solving for UsersCommunity Management :) Communication to users Managing user behaviour
    • Information FlowInformation Information Support CM User User UserUser User User
    • Input: SupportKnowledge BaseDevelopmentFaqs
    • Input: Community ManagementMarketingDevelopmentCommunity
    • Support CommunicationTicket/EmailPrivate MessagePhone*Means: One on One
    • CM CommunicationNews SectionForumSocial MediaMeans: Broadcast With feedback
    • Again: CommunicationIs One on One for SupportAnd one to all for CMEven when answering in forums As 10x more users read onlyThis dictates how they phrase answers!
    • Support Talk Is direct Problem oriented Template driven Identical Problem= identical Solution!!
    • CM talk isCarefulEmotionally controlledSometimes personalWell-thought-out
    • Information SourcesSupport: CM: Knowledge DB "Gut feeling" FAQ Social Skills Behaviour Bible Experience/History with user otherwise escalate to upper levels Asset Matrix
    • IdentityAnonymous using nick namesSupport: Changing ID even for the same ticket no direct access for usersCM: identifiabledirect access for users Forum, PM, Email CM gets instated as a company representative
    • Conflict PotentialSupport: CustomerCM: Customer Marketing PR Da Boss
    • ConsequencesWhy support is easy, CM not
    • SkillsSupport Community Manager Worker mentality Eloquent Exactness Analytic Data mentality Objective Knowledgable (Game) Communicator
    • EmploymentSupport Community Manager Outsourceable Hard to find Even to community Community can support CM (mods) Hard to replace Replaceable
    • CM language skills Real World examples
    • Live from CM:Expansion is anounced, but not free:"Fantasy Online: In order to keep the game alive andpay for further content we are charging a one timefee of 20 Gems to enter the new Cave. When thenext zone is released it will become free."
    • Ways to admit "we do not have a clue"Madame et monsieur here is a way how you can help us to findthe bugs, please follow the instructions:1. Install Firebug and NetExport for FireFoxa) Install latest firefox from the following link, if you don’t havefirefox installedhttp://www.mozilla.com/en-US/firefox/all.htmlb) Open the following link using Firefox...
    • Q&A BTW:Digital Reality Publishing is looking for Games on: Browser Games Social Games XBLA, PSN iPhone, iPad Contact: teut@digitalreality.eu