Community Management         vs.            t !      Support       g h                  i   F
Teut Weidemann        Online Specialist         Digital RealityIn the Games Industry since 1985Creating Communities since ...
Ah! DefinitionsSupport: Problem solving for UsersCommunity Management                             :) Communication to users...
Information FlowInformation           Information Support                CM        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 rea...
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 Ski...
IdentityAnonymous using nick namesSupport: Changing ID    even for the same ticket    no direct access for usersCM: identi...
Conflict PotentialSupport: CustomerCM: Customer Marketing PR Da Boss
ConsequencesWhy support is easy, CM not
SkillsSupport                Community Manager Worker mentality       Eloquent Exactness              Analytic Data mental...
EmploymentSupport                  Community Manager Outsourceable            Hard to find     Even to community        Com...
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 conte...
Ways to admit                "we do not have a clue"Madame et monsieur here is a way how you can help us to findthe bugs, p...
Q&A                        BTW:Digital Reality Publishing is looking for Games on:                  Browser Games         ...
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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

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Community Management vs. Support - Fight!

  1. 1. Community Management vs. t ! Support g h i F
  2. 2. Teut Weidemann Online Specialist Digital RealityIn the Games Industry since 1985Creating Communities since 1997Consultant for online EntertainmentWorking on 2 Browser Game MMOs
  3. 3. Ah! DefinitionsSupport: Problem solving for UsersCommunity Management :) Communication to users Managing user behaviour
  4. 4. Information FlowInformation Information Support CM User User UserUser User User
  5. 5. Input: SupportKnowledge BaseDevelopmentFaqs
  6. 6. Input: Community ManagementMarketingDevelopmentCommunity
  7. 7. Support CommunicationTicket/EmailPrivate MessagePhone*Means: One on One
  8. 8. CM CommunicationNews SectionForumSocial MediaMeans: Broadcast With feedback
  9. 9. 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!
  10. 10. Support Talk Is direct Problem oriented Template driven Identical Problem= identical Solution!!
  11. 11. CM talk isCarefulEmotionally controlledSometimes personalWell-thought-out
  12. 12. Information SourcesSupport: CM: Knowledge DB "Gut feeling" FAQ Social Skills Behaviour Bible Experience/History with user otherwise escalate to upper levels Asset Matrix
  13. 13. 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
  14. 14. Conflict PotentialSupport: CustomerCM: Customer Marketing PR Da Boss
  15. 15. ConsequencesWhy support is easy, CM not
  16. 16. SkillsSupport Community Manager Worker mentality Eloquent Exactness Analytic Data mentality Objective Knowledgable (Game) Communicator
  17. 17. EmploymentSupport Community Manager Outsourceable Hard to find Even to community Community can support CM (mods) Hard to replace Replaceable
  18. 18. CM language skills Real World examples
  19. 19. 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."
  20. 20. 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...
  21. 21. Q&A BTW:Digital Reality Publishing is looking for Games on: Browser Games Social Games XBLA, PSN iPhone, iPad Contact: teut@digitalreality.eu

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