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
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: email@example.com