Back to basics
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These are the slides from a talk I gave in November 2012, at Untapped event, a UX conference in London. The aim was to shed light and awareness into business' benefit of creating and maintaining healthy online communities of customers, in times of economical downturn.
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Back to basics
- 1. BACK TO BASICS ONLINE SOCIAL
- 2. I AM: 2004 2006 2008 2012 2012 COMMUNICATION GRAPHIC VISUAL HCI-E UX ARCHITECT DESIGN (BA) DESIGNER DESIGNER (MSC) PORTO GRONINGEN LONDON LONDON LONDON PORTUGAL THE NETHERLANDS UK UK UK
- 3. A BUNCH OF SOCIAL MEDIA: THE LIST GOES ON
- 4. OUTATIME
- 5. REMEMBER ONLINE COMMUNITIES? SHARE A COMMON INTEREST OR GOAL, S U P P O R T E AC H OT H E R, O P I N I O N AT E , D I S C U S S … +
- 6. BRANDED ONLINE COMMUNITIES 24.9% AND ARE ON THE RISE THE SOCIAL CUSTOMER INDEX WHITE PAPER, SOCIAL MEDIA TODAY & SAP (2012)
- 7. ONLINE CASUAL GAMI NG COMMUNITIES OMGPOP.COM 1.5M MEMBERS 540K ACTIVE USERS 50% IN THE USA HTTP://WWW.QUANTCAST.COM/OMGPOP.COM
- 8. ONLINE CASUAL GAMI NG COMMUNITIES 2 MAIN COMMUNICATION CHANNELS: L I V E C H AT & F O R U M 3 MAIN TYPES OF USERS: L I V E C H AT U S E R S FORUM USERS M O D E R ATO R S
- 9. Hi, I’m Captain Crush, a chat user. Photo credit: erin leigh mcconnell / Foter / CC BY
- 11. BENEFIT IN PL AY COMMUNIT Y GAMES PEOPLE PL AYING PEOPLE TALKING PEOPLE INVITING MORE GAMES MORE PEOPLE PL AYING MORE PEOPLE TALKING MORE PEOPLE INVITING
- 12. DESIGN FOR THE “NOW” Prompt users to participate in multiple social activities (not just play), for example in live chat competitions. These could be advertised through streams of chat rooms’ activity displayed elsewhere in the website, or in other relevant social media.
- 13. Hi, I’m Lunar Eclipse, a forum user. Photo credit: dogseat / Foter / CC BY-NC-SA
- 14. EXCERPTS FROM FORUM USERS “I find it addicting also, there are always “They (forum) help so people can interesting topics to talk about. I've seen contribute more to the site, like someone who are also interested to what I'd suggestions and to talk about what’s wrong with the site, what could be listen to in terms of music and art.” changed...”
- 15. BENEFIT DEVELOPMENT OF SRONGER TIES SELF - DISCLOSURE SENSE OF COMMUNITY L OYA LT Y LO N G E R A N D R E P E AT E D V I S I T S TO T H E W E B S I T E
- 16. D E S I G N F O R “ I N T E G R AT I O N ” Highlight discussions which elicit self-disclosure, for example turning them into sticky threads, and display those elsewhere in the website, or in any other relevant social media.
- 17. Hi, I’m Swifty, a moderator. Photo credit: tray / Foter / CC BY-NC-SA
- 18. BENEFIT SERVES AND ENGAGES THE USER C O L L E C T S D ATA O N T H E U S E R S H E L P S E N A B L I N G U S E R ’ S D R I V E N I N N O VAT I O N
- 19. DESIGN FOR “PREVENTION” Allow ability to trigger an invisibility layer in order to deal with bad behaviour in the community: once a customer behaves inappropriately his/her comments are invisible to the rest of the community.
- 20. BENEFIT S T I M U L AT E E N G A G E M E N T A N D LOYA LT Y MORE BUSINESS! IT’S A TOUGH ECONOMY
- 21. THANK YOU! @ S I LV I N A C O U T O
- 22. FONT BRANDON GROTESQUE Designer: Hannes von Döhren, 2010. Publisher: HVD Fonts REFERENCES http://socialmediatoday.com/vanessa-dimauro/965031/why-branded-online-community-deliver-social-customer- care?utm_source=hootsuite&utm_medium=twitter&utm_campaign=hootsuite_tweets Millington, R.: www.feverbee.com http://www.quantcast.com/omgpop.com Preece, J. (2000) Online Communities: Designing Usability, Supporting Usability. John Willey & Sons Ltd Couto, S. (2012) Supporting a Sense of Community in Online Casual Gaming. Project Dissertation for MSc (Human-Computer Interaction with Ergonomics), Faculty of Brain Sciences, University College London, 2012.