Brief slide show on the challenges and tools for good community management and some sample applications

1. Fabrikatyr AnalyticsUncover tangible truths amidst the noise of modern media
Data Driven Community Insights

2. May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights 2
Is community management about customer service or brand engagement?

3. May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
There is a huge volume of data produced by
communities which can be analysed to take action
online
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Twitter
Activity
Web
Behaviour
Content
Consumption
Facebook
Interest
How do
Digest community
data to influence
behaviours?

4. May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
The is a wide range of tools to interrogate community data
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Automated
engagement
Behavioural
predictions
Social media
monitoring

5. May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
Our client wanted Qualitative insight with Global Reach to understand
how international consumers interacted with airline brands
We took over 300,000
comments from the
Trip-Advisor forum**
for Airline Travel
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Key Themes Rank
Fare Hunting 1
Transfer
queries 2
Brand
comparison 3
Long haul &
Transatlantic 4
Booking 5
Process & Collate
Create
Insightful & well
supported narratives
Brands
Themes
Sentiment
Gather
Online commentary

6. May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
Working with a Telco help forum to identify discussion
which allows actions which increase engagement and
reduce churn
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Measure user engagement
Identify interactions to reduce churn
Reward the right users
Identify influencers across social media
Increase moderator efficacy

7. May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
The right approach depends on how valuable each interaction is
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8. May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
Any Questions?
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