Best Practices in Social Media for NGO's [Report]Social Samosa
As an NGO, your social media activities should aim at creating awareness, generating interest, encouraging sharing, and enlisting support and participationfor your initiatives.
Reimagine Growth: Execute on your customer journey strategyCleverTap
Execute on your customer journey strategy
Key Learnings:
-Build your 360-degree view of your customer lifecycle journey
-Create an omnichannel engagement strategy that’s cost-effective
-Reduce churn by engaging on at the right moments
BtoB : Digital for Business - Utiliser les forces du digital pour générer des...Vanksen
Vanksen tente de démontrer en quoi le digital est un véritable terrain d’expression, de visibilité et d’acquisition pour ce secteur !
Notre nouvelle étude explique à la fois pourquoi et comment y être présent et penser sa stratégie digitale pour répondre aux problématiques BtoB.
Mon entreprise BtoB doit-elle être sur Internet ? Doit-elle s’exprimer sur les réseaux sociaux ? Que dire et sur quels supports ? Comment créer une communauté et communiquer auprès de mes différentes cibles ? Comment surveiller ce que ces dernières disent sur ma marque et mes produits/services ? Comment maximiser la visibilité de mon entreprise et générer plus de leads grâce au web ? Vanksen et ses experts vous apportent leur éclairage sur toutes ces questions que vous vous posez, et bien d’autres encore, dans cette présentation complète de 150 slides.
Cet exposé a été présenté par Racha Aissa dans le cadre du cours "Gestion de communauté 2" du M2 Inégnierie des Médias assuré par Mme Nouha Belaid, à l'ISAMM ( Tunisie).
Best Practices in Social Media for NGO's [Report]Social Samosa
As an NGO, your social media activities should aim at creating awareness, generating interest, encouraging sharing, and enlisting support and participationfor your initiatives.
Reimagine Growth: Execute on your customer journey strategyCleverTap
Execute on your customer journey strategy
Key Learnings:
-Build your 360-degree view of your customer lifecycle journey
-Create an omnichannel engagement strategy that’s cost-effective
-Reduce churn by engaging on at the right moments
BtoB : Digital for Business - Utiliser les forces du digital pour générer des...Vanksen
Vanksen tente de démontrer en quoi le digital est un véritable terrain d’expression, de visibilité et d’acquisition pour ce secteur !
Notre nouvelle étude explique à la fois pourquoi et comment y être présent et penser sa stratégie digitale pour répondre aux problématiques BtoB.
Mon entreprise BtoB doit-elle être sur Internet ? Doit-elle s’exprimer sur les réseaux sociaux ? Que dire et sur quels supports ? Comment créer une communauté et communiquer auprès de mes différentes cibles ? Comment surveiller ce que ces dernières disent sur ma marque et mes produits/services ? Comment maximiser la visibilité de mon entreprise et générer plus de leads grâce au web ? Vanksen et ses experts vous apportent leur éclairage sur toutes ces questions que vous vous posez, et bien d’autres encore, dans cette présentation complète de 150 slides.
Cet exposé a été présenté par Racha Aissa dans le cadre du cours "Gestion de communauté 2" du M2 Inégnierie des Médias assuré par Mme Nouha Belaid, à l'ISAMM ( Tunisie).
Intégrer les Réseaux Sociaux dans sa Stratégie MarketingPaul CORDINA
Cours donné le 29 avril 2013 à Sup de Co Reims (Reims Management School) sur l'intégration des réseaux sociaux dans sa stratégie marketing.
Plus d'informations dans : Tout savoir sur... Les Marques et les Réseaux Sociaux (Editions Kawa, 2012)
Markitors aggregates the top social media audit tools to evaluate your social media marketing performance. Here is a social media audit example. For more information and to learn what tools we use in our audits, please visit: http://markitors.com/social-media-audit/
Développer sa stratégie Social Media à l'internationalVanksen
Et si nous en discutions ensemble ? -> contact@vanksen.com
-
Entre spécificités techniques et subtilités culturelles, Vanksen fait le point sur les challenges et enjeux que rencontrent les Marques lors de l’internationalisation de leurs stratégies Social Media.
Les médias sociaux font, aujourd’hui, partie intégrante de toute stratégie digitale et les annonceurs intègrent de mieux en mieux les spécificités d’une prise de parole sur ces supports.
Pour autant la majorité d’entre eux adoptent, lors de leurs déploiements internationaux, une vision unique et les considèrent comme un medium homogène. Il n’en est rien, les socionautes, de plus en plus exigeants, requièrent des approches singulières, culturellement adaptées et alignées sur leurs usages respectifs.
« On sort d’une logique de simple traduction pour aller vers de vrais besoins d’acculturation, d’adaptation des contenus et des prises de parole des annonceurs pour coller aux attentes des différentes audiences qui ont des usages totalement différents des réseaux sociaux ».
Jeremy Coxet – Partner, Vanksen
Bref, un véritable challenge pour les marques déployant leur stratégie à l’international. Comment affronter ces spécificités ? Quels écueils éviter ? Comment s’organiser pour y faire face ? Comment optimiser ses efforts ?
Comparés à d’autres chaînes telles que la télévision, la presse écrite , et même l’affichage en ligne, les réseaux sociaux ajoutent une toute nouvelle dimension d’engagement et d’interaction. Au lieu de simplement diffuser des messages à un public de masse, vous pouvez réellement interagir avec vos clients et écouter ce qu’ils ont à dire grâce au marketing des réseaux sociaux. Il y a toutes sortes de canaux – Facebook, Instagram, Twitter, LinkedIn, Pinterest, YouTube, Snapchat – et des options allant du bio (par exemple, groupes Facebook, publications de page, histoires et Messenger) à des annonces payantes, comme Facebook. Presque toutes les entreprises devraient être sur au moins deux de ces canaux sociaux.
Présentation et état des lieux de l'usage des réseaux sociaux côté marques et entreprises en 2015. Cette présentation a eu lieu lors d'une conférence à l'Université Paris-Diderot le 23.02.2015.
[Mémoire] Réseaux sociaux & collectivité territoriale, Stratégie de Communica...Ville de Besançon
Mémoire de stage en Licence Professionnelle ATC Communication publique
Stage effectué à la Mairie de Besançon
En savoir plus sur la LPCP : http://lpcpnews.wordpress.com/
Nicolas MIOT
www.nicolas-miot.com
Ce mémoire est l’occasion d’aborder un sujet d’actualité dans le cadre du développement de la communication dans les collectivités territoriales : le digital. Outils de communication dans l’air du temps, les réseaux sociaux sont aujourd’hui au cœur des discussions pour les structures publiques. Comment aborder ces nouveaux outils tout en prenant en compte leurs codes particuliers ? Quelles sont les attentes des internautes sur les réseaux sociaux ? Quelles relations entre les collectivités territoriales et les utilisateurs peuvent s’instaurer avec les réseaux sociaux ?
C’est autour de ces différentes questions, et notamment celle de la mise en place d’une stratégie de communication digitale, que nous nous pencherons ici sur l’usage du numérique dans les collectivités territoriales. Puis, à travers l’exemple de la Ville de Besançon, il sera possible de mettre en lumière l’application concrète et opérationnelle d’une stratégie de communication digitale. Cette mise en lumière sera l’occasion de réfléchir ensemble sur la fonction et la place d’un métier émergent dans la communication publique : celui de l’animateur de communautés numériques.
[Update 2022] Elaborer la stratégie de communication - tout ce qu'il faut savoirAmar LAKEL, PhD
Depuis plus de 15 ans, je conseille et forme les responsables et futurs responsables de communication à la stratégie de communication. J'ai voulu dans cette présentation, longue et lourde mais néanmoins synthétique, résumer 15 ans d'expériences en stratégie de communication, campagne de communication, stratégie de marque et mediaplanning
2nd paper regarding assignmentIt is a well dependa.docxrhetttrevannion
2nd paper regarding assignment
It is a well dependable fact that objective setting improves the probability of social media marketing achievement, yet it never stops to astonish entrepreneurs what number of organizations have given less ideas to making their web based life goals. When working with customers to make a web based showcasing technique, one of the first inquiries to them is essentially what the individual is planning to accomplish with a social media marketing platform. Such a significant number of times, organizations bounce onto using the most recent informal social platforms with no idea about what they really need to accomplish there. Without objectives, it's difficult to know precisely how well a web based marketing procedure is performing. Clear objectives won't just drive the marketing technique forward, yet they will likewise fill in as characterized measurements with regards to estimating business progress. For an objective to wind up a reality, it should be particular, quantifiable, feasible, and practical, and also time specific — these are frequently called SMART objectives. Shrewd objectives are one of the longest-enduring, most prominent objective setting structures for business. Jefferson interiors will apply the SMART objective in ensuring the business takes its intended course. Any set goal should be specific, measurable, attainable, relevant, and time specific.
Maybe a standout amongst the most troublesome issues in Social Network showcasing is characterizing the proper web based goals for making progress. It happens that these targets must be attached to a well thoroughly considered key intend to meet a more goal-oriented by and large objective: increment in deals, lessening costs on customer obtaining, lead ages, among numerous other things. Increasing deals, at that point the objectives will be characterized with the end goal to achieve this target will be connected to the acclaimed deals pipe: making brand mindfulness, producing request and thought, empowering buy, holding social groups of onlookers, and so forth. It's vital to maintain a strategic distance from words that have different implications. Ensuring the change needed to get with every objective is extremely clear. Facebook measurements, for example, page likes, promote shares and remarks and utilization of Facebook Analytics are applied. the specific objectives set for this Jefferson interiors are ;Increment brand popularity, Direct people to the site, Produce new leads, Develop income (by expanding information exchanges or sales) , Lift brand commitment, Manufacture a network around the business, Successful social client service provision and Increase reference to the press.
A SWOT analysis of the business gives a good view of progress. This part is held for the strengths of the social media platform system. There isn't generally a set in stone response to these areas, simply ensure you truly think them through. Qualities of a web based life ba.
Intégrer les Réseaux Sociaux dans sa Stratégie MarketingPaul CORDINA
Cours donné le 29 avril 2013 à Sup de Co Reims (Reims Management School) sur l'intégration des réseaux sociaux dans sa stratégie marketing.
Plus d'informations dans : Tout savoir sur... Les Marques et les Réseaux Sociaux (Editions Kawa, 2012)
Markitors aggregates the top social media audit tools to evaluate your social media marketing performance. Here is a social media audit example. For more information and to learn what tools we use in our audits, please visit: http://markitors.com/social-media-audit/
Développer sa stratégie Social Media à l'internationalVanksen
Et si nous en discutions ensemble ? -> contact@vanksen.com
-
Entre spécificités techniques et subtilités culturelles, Vanksen fait le point sur les challenges et enjeux que rencontrent les Marques lors de l’internationalisation de leurs stratégies Social Media.
Les médias sociaux font, aujourd’hui, partie intégrante de toute stratégie digitale et les annonceurs intègrent de mieux en mieux les spécificités d’une prise de parole sur ces supports.
Pour autant la majorité d’entre eux adoptent, lors de leurs déploiements internationaux, une vision unique et les considèrent comme un medium homogène. Il n’en est rien, les socionautes, de plus en plus exigeants, requièrent des approches singulières, culturellement adaptées et alignées sur leurs usages respectifs.
« On sort d’une logique de simple traduction pour aller vers de vrais besoins d’acculturation, d’adaptation des contenus et des prises de parole des annonceurs pour coller aux attentes des différentes audiences qui ont des usages totalement différents des réseaux sociaux ».
Jeremy Coxet – Partner, Vanksen
Bref, un véritable challenge pour les marques déployant leur stratégie à l’international. Comment affronter ces spécificités ? Quels écueils éviter ? Comment s’organiser pour y faire face ? Comment optimiser ses efforts ?
Comparés à d’autres chaînes telles que la télévision, la presse écrite , et même l’affichage en ligne, les réseaux sociaux ajoutent une toute nouvelle dimension d’engagement et d’interaction. Au lieu de simplement diffuser des messages à un public de masse, vous pouvez réellement interagir avec vos clients et écouter ce qu’ils ont à dire grâce au marketing des réseaux sociaux. Il y a toutes sortes de canaux – Facebook, Instagram, Twitter, LinkedIn, Pinterest, YouTube, Snapchat – et des options allant du bio (par exemple, groupes Facebook, publications de page, histoires et Messenger) à des annonces payantes, comme Facebook. Presque toutes les entreprises devraient être sur au moins deux de ces canaux sociaux.
Présentation et état des lieux de l'usage des réseaux sociaux côté marques et entreprises en 2015. Cette présentation a eu lieu lors d'une conférence à l'Université Paris-Diderot le 23.02.2015.
[Mémoire] Réseaux sociaux & collectivité territoriale, Stratégie de Communica...Ville de Besançon
Mémoire de stage en Licence Professionnelle ATC Communication publique
Stage effectué à la Mairie de Besançon
En savoir plus sur la LPCP : http://lpcpnews.wordpress.com/
Nicolas MIOT
www.nicolas-miot.com
Ce mémoire est l’occasion d’aborder un sujet d’actualité dans le cadre du développement de la communication dans les collectivités territoriales : le digital. Outils de communication dans l’air du temps, les réseaux sociaux sont aujourd’hui au cœur des discussions pour les structures publiques. Comment aborder ces nouveaux outils tout en prenant en compte leurs codes particuliers ? Quelles sont les attentes des internautes sur les réseaux sociaux ? Quelles relations entre les collectivités territoriales et les utilisateurs peuvent s’instaurer avec les réseaux sociaux ?
C’est autour de ces différentes questions, et notamment celle de la mise en place d’une stratégie de communication digitale, que nous nous pencherons ici sur l’usage du numérique dans les collectivités territoriales. Puis, à travers l’exemple de la Ville de Besançon, il sera possible de mettre en lumière l’application concrète et opérationnelle d’une stratégie de communication digitale. Cette mise en lumière sera l’occasion de réfléchir ensemble sur la fonction et la place d’un métier émergent dans la communication publique : celui de l’animateur de communautés numériques.
[Update 2022] Elaborer la stratégie de communication - tout ce qu'il faut savoirAmar LAKEL, PhD
Depuis plus de 15 ans, je conseille et forme les responsables et futurs responsables de communication à la stratégie de communication. J'ai voulu dans cette présentation, longue et lourde mais néanmoins synthétique, résumer 15 ans d'expériences en stratégie de communication, campagne de communication, stratégie de marque et mediaplanning
2nd paper regarding assignmentIt is a well dependa.docxrhetttrevannion
2nd paper regarding assignment
It is a well dependable fact that objective setting improves the probability of social media marketing achievement, yet it never stops to astonish entrepreneurs what number of organizations have given less ideas to making their web based life goals. When working with customers to make a web based showcasing technique, one of the first inquiries to them is essentially what the individual is planning to accomplish with a social media marketing platform. Such a significant number of times, organizations bounce onto using the most recent informal social platforms with no idea about what they really need to accomplish there. Without objectives, it's difficult to know precisely how well a web based marketing procedure is performing. Clear objectives won't just drive the marketing technique forward, yet they will likewise fill in as characterized measurements with regards to estimating business progress. For an objective to wind up a reality, it should be particular, quantifiable, feasible, and practical, and also time specific — these are frequently called SMART objectives. Shrewd objectives are one of the longest-enduring, most prominent objective setting structures for business. Jefferson interiors will apply the SMART objective in ensuring the business takes its intended course. Any set goal should be specific, measurable, attainable, relevant, and time specific.
Maybe a standout amongst the most troublesome issues in Social Network showcasing is characterizing the proper web based goals for making progress. It happens that these targets must be attached to a well thoroughly considered key intend to meet a more goal-oriented by and large objective: increment in deals, lessening costs on customer obtaining, lead ages, among numerous other things. Increasing deals, at that point the objectives will be characterized with the end goal to achieve this target will be connected to the acclaimed deals pipe: making brand mindfulness, producing request and thought, empowering buy, holding social groups of onlookers, and so forth. It's vital to maintain a strategic distance from words that have different implications. Ensuring the change needed to get with every objective is extremely clear. Facebook measurements, for example, page likes, promote shares and remarks and utilization of Facebook Analytics are applied. the specific objectives set for this Jefferson interiors are ;Increment brand popularity, Direct people to the site, Produce new leads, Develop income (by expanding information exchanges or sales) , Lift brand commitment, Manufacture a network around the business, Successful social client service provision and Increase reference to the press.
A SWOT analysis of the business gives a good view of progress. This part is held for the strengths of the social media platform system. There isn't generally a set in stone response to these areas, simply ensure you truly think them through. Qualities of a web based life ba.
Winning at Social - 4 Steps to Enhance Your Social Media StrategyEvgeny Tsarkov
Winning at Social - 4 Steps to Enhance Your Social Media Strategy (by MarketingCloud)
Победить в социальных медиа - 4 шага к расширению вашей стратегии работы в социальных медиа
Tech-Success trains you to be a master of today’s Digital World.
Tech Success coaches both individuals and business to take advantage of the technology within their reach and budget in order to utilize it in the most productive fashion.
Ariel oversees all design, coaching, training, marketing and recruiting of Tech-Success. Ariel has over 20 year experience in marketing, education and coaching which he has begun to implement in Tech-Success leading to 400% ROI.
Grow Your Business with Social Media optimization | WDP TechnologiesWDP Technologies
By following mentions of your brand name, username, and other relevant terms, you can get a real insight into what people like or dislike about your products and services, customer pain points you can address, and so on.
Visit Us: https://www.webdevelopmentpark.com/grow-your-business-with-social-media-optimization/
Not very long ago, social media was a diversion that most business leaders considered a time-waster. But today it's obvious that word-of-mouth has a momentous impact on brands and that social media can be a goldmine of customer insight.
This paper provides perspective on the growth of social interactions in business, Voice of Customer pitfalls, and the role of sentiment analysis to mine customer insight.
You'll learn:
How to capitalize on unstructured and unsolicited feedback
To translate insight into action by integrating social channels into your existing processes
The top business applications for social media
The age of Social Customer is here. Are you ready to engage?
B2B Marketing: 5 Outstanding Ways to Leverage Social Media in a B2B Setting b...Julie Bevacqua
Julie Bevacqua shares tools to brand yourself as a market leader, such as Social Connector and Jigsaw, and social media platforms such as LinkedIn and Plaxo.
http://www.convergeenterprise.com : Converge Enterprise is a leading Cloud CRM company offering an innovative collaboration network portal connecting Customers, Partners and Employees through social and mobile cloud technology.
What is community management? what is social media community whether it is a good job, what is the job description of a social media community manager, and their scope of the field? you can learn in brief with these slides.
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When I was a consultant for Plug Media Group, I spoke to a real estate investment group and gave this presentation that Jeff Dietrich and I developed.
While it\'s somewhat dated, many of the concepts still stand up, such as having a conversation using social media.
The advertisement and the company logo are designed based on the concept of Closure Perception. The elements and ideas behind the design are explained separately for clarity.
The presentation features 3 companies: Cadbury, Amul and Coca-Cola and elaborate the importance of the usage of Colors in developing and maintaining Brand personality.
The presentation features some of the examples of the different types of Advertisements such as Social Character, Dogmatism, Innovation, Need for Uniqueness, Optimum Stimulation Level and Variety & Novelty.
Financial Analysis of Indian Fast Moving Consumer Goods (FMCG) Industry.Siddharth Bhatnagar
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A report on the Financial Analysis of Nestle India Ltd. and its comparison with the other leading Fats Moving Consumer Goods (FMCG) players in India. The Analysis also includes Trend Analysis and Industry Analysis.
Google Ads Vs Social Media Ads-A comparative analysisakashrawdot
Explore the differences, advantages, and strategies of using Google Ads vs Social Media Ads for online advertising. This presentation will provide insights into how each platform operates, their unique features, and how they can be leveraged to achieve marketing goals.
What’s “In” and “Out” for ABM in 2024: Plays That Help You Grow and Ones to L...Demandbase
Delve into essential ABM ‘plays' that propel success while identifying and leaving behind tactics that no longer yield results. Led by ABM Experts, Jon Barcellos, Head of Solutions at Postal and Tom Keefe, Principal GTM Expert at Demandbase.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Search Engine Optimization Strategies for Local Businesses.pdfseodigitalbraino
Maximize your online presence and drive growth with Digital Braino, your go-to for digital marketing services in Indore. Our expert team specializes in a wide range of services including SEO, social media marketing, content creation, and online advertising. With our innovative strategies and client-focused approach, we help businesses enhance their online presence and achieve their marketing objectives. Let Digital Braino propel your business to new heights.
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
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Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
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With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
QuickBooks Sync Manager Repair Tool- What You Need to Knowmarkmargaret23
Occurrence of technical errors on QuickBooks is common but it can be resolved with the use of QuickBooks Sync Manager Tool . With the help of this too, users can sync the QuickBooks Desktop company file with the Intuit online server. It is compatible with versions QuickBooks Pro, Premier, or Enterprise. In case a user faces sync-related errors then they simply need this repair tool.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
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Dynamic Web Designing involves creating interactive and adaptable web pages that respond to user input and change dynamically, enhancing user experience with real-time data, animations, and personalized content tailored to individual preferences.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
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Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
In today's digital world, customers are just a click away. "Grow Your Business Online: Introduction to Digital Marketing" dives into the exciting world of digital marketing, equipping you with the tools and strategies to reach new audiences, expand your reach, and ultimately grow your business.
website = https://digitaldiscovery.institute/
address = C 210 A Industrial Area, Phase 8B, Sahibzada Ajit Singh Nagar, Punjab 140308
2. i
CONTENTS
Particulars Page No.
Acknowledgement i
Chapter-1: Introduction 1
Chapter-2: Online Community Management 2
Chapter-3: Strategies for Community Management 6
Chapter-4: Advantages and Challenges 8
Chapter-5: Case Study: EA Sports and Community Management 10
Chapter-6: Conclusion 13
References
3. 1
Chapter 1
Introduction
In this day and age, individuals want to connect with each other be it through experiences or
relationships. It is important to build that culture amongst them, the tribe, the fans and that is
key to the success of any brand. Community management is about creating that intimate
experience that connects them to the brand. Finding or starting conversations and growing the
community is a must for lasting businesses, and increases in importance and impact as the
business grows.
Community management presents the brand to the world as a likeable, knowledgeable
personality that others can't help but want to engage with and it surfaces opportunities to fuel
positive discussions about and around the products. Investing in a strong community will
build a loyal fan base that will advocate on behalf of the brand and even come to the rescue
when there’s a need.
Community management has some important elements such as: monitoring, engaging,
moderating and measuring which are described to the details in following parts of the report.
There are some important strategies that a brand needs to adapt in order to perform well in
the online sphere, the importance, significance and the implementation of these strategies can
proves to be very useful for any brand.
Community Management is surely the need of the hour for the organizations who want to
create a new horizon of customer experience and that too virtually and has many advantages
which directly and indirectly affects the concerned organization but there are many
challenges that the organizations can encounter during the implementation of the strategies.
In order to make the concept rigid, a case study on the implementation of Online Community
Management by the gaming giant EA Sports is also analysed very briefly but efficiently. The
challenges, goals, outcomes and takeaways of the case study are put up in a very lucid way.
4. 2
Chapter 2
Online Community Management
‘Community’ might suggest a single location, but in reality the community is spread out all
over the internet: on Facebook, Twitter, Snapchat, Quora, YouTube, Instagram, Pinterest,
LinkedIn, Google+, Reddit, forums, and even the comment sections of articles.
The community consists of the current customers, target audiences, and all the people who
interact with a brand directly and indirectly online.
Community Management brings the brand to life online—like it's a real person with a real
personality behind real interactions.
Brands that don’t have a community management plan miss out on opportunities to:
Manage customer complaints.
Turn customers into loyal fans.
Win over influencers and prospective customers.
Network with other brands and partner with them.
Get valuable, raw product feedback.
It’s important to understand the difference between community management and social
media marketing because they each have their own priorities.
Social Media Marketing is the production and distribution of social content to reach new
customers and communicate with the current ones. It is focused on things like reach,
engagement, and how much traffic a post drives to a site.
Community Management is what happens after and beyond the social media publishing. Its
part customer service, part listening to the internet, and part being active in discussions that
relate to a brand.
Where social media marketing broadcasts a message from one-to-many, community
management often starts on a smaller, more intimate scale. But it can build a brand's presence
in places both on and outside the social media pages.
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If there’s a thinking that community management won't have a big impact because it’s
limited to small-scale interactions, that's not the case.
Customer complaints on social media have actually increased by 8 times from 2014. A single
angry customer has a voice that carries to others whether it’s through word-of-mouth, sharing
screenshots, or the trail of comments they leave behind online.
But the same goes for the happy customers, and community management helps to create
more of those.
Community management can be broken down into 4 parts:
Monitoring: Listening in on and tracking conversations that relate to a brand.
Engaging: Keeping conversations alive and proactively engaging with customers,
prospects, and influencers.
Moderating: Weeding out comments and conversations that don’t add value, and
troubleshooting customer complaints.
Measuring: Analysing how the brand is perceived and getting real, unfiltered
feedback.
Monitoring: Always Be Listening
Community management wouldn't be possible without an ongoing social listening effort:
monitoring the internet for conversations that matter to a brand.
Every once in a while, there could be opportunities as small as turning a customer's complaint
into a public complement or as big as starting a viral hashtag.
Not all relevant mentions will tag the brand directly on social media. Sometimes customers
will mention it in other ways (misspellings, by product, etc.) or in places like blog comments
or forums that aren't as easy to find.
Engaging: Spark and Spur Conversations
Every comment made online leaves a digital footprint. The more positive comments the
community generate, the stronger the brand. That's why it's important to not just start these
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conversations but keep them alive, especially since many social media algorithms use
engagement signals like comments to determine what to show in our news feeds.
It might be tempting to automate the engagement on social networks with a bot that likes and
comments on behalf, but it'll get to a point where it starts to do more harm than good for the
brand. In today's internet that's just saturated with automation, there’s a need to prove that
there's a thinking and feeling human behind a brand to actually connect with customers.
Monitor the social channels daily and find opportunities to address complaints, thank happy
customers, and talk to people who might like the products. Be human. Avoid copying and
pasting responses all the time, and allow conversations to happen organically.
If the channel gives an access to a large audience or speaking to someone with a sizeable
following, it might even be worth it to go the extra mile.
Be proactive about engaging with the community, not just reactive. Incorporate community
engagement posts into the social media publishing—content, contests, challenges, or
questions that encourage people to leave comments.
Moderating: Protect the Reputation
Another important function of community management is managing the reputation online.
This involves keeping the social profiles clean from spam and ensuring that any negative
feedback is addressed.
To start with, hide spam that detracts from the quality of the comment section. Avoid hiding
or deleting sensitive comments because that could be misinterpreted as censorship or
deception, and cause a much bigger problem for how the brand is perceived.
Customer complaints are almost unavoidable, and people tend to vent their frustrations
online, which can be both good and bad for brands.
If it's a common question that can be quickly address, keep the answer public so others with
similar concerns can see it but if the complaint is personal or the following conversation is
complicated, take it over to a private chat, but try to keep it to the same channel.
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For example, if the complaint is aired on Facebook, take it to Facebook Messenger. If it's on
Twitter, invite the person to direct message with details. What some brands will do is ask to
email them or call support when the complaint was aired on social media. This just makes it
even more frustrating for an already-unhappy customer.
Measuring: Get Feedback from the Community
Through all the actions that are covered so far, there can be sense of how the community
perceives a brand, where brands can improve, and even products.
Conversations can happen anywhere online, companies need to figure out which channels the
community is the most active on and where it is most likely to satisfy the main objectives,
whether it's to build brand awareness, drive traffic, or maintain the reputation. Those are the
channels that should be prioritized.
Sentiment analysis can also be conducted to see how people generally feel about the brand.
Importance of Community Management
Adding the marketing component (e.g. through the use of social media) to the community
management efforts is nowadays becoming a popular strategy in organizations because
having a larger and engaged audience is the key to making their marketing efforts successful.
Community management, however, is beneficial even without such marketing component:
Retention of existing customers: Community management plays a significant role in
the retention of existing customers who then likely to be involved in repeated brand
interactions.
Attracting new customers: One of the major characteristics of communities is that it
helps information flow fast. Therefore, effective community management can help in
cultivating new members through positive word of mouth.
Enhanced brand reputation: Instead of focusing on the short-term benefits and
increasing sales, community management focuses on strengthening the position of the
brand in the long-term by building a reputation.
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Chapter 3
Strategies for Online Community Management
To help you devise a successful community management strategy, it’s important to have a
well-defined goal. The 5 key strategies for social media community management are:
1. Acquisition & Content Validity
Often marketers don’t think of community management as part of their acquisition model.
That shouldn’t be the only case. Think of the community being at the core of the campaigns;
they can help elevate awareness for the brand, and earn media space.
From brand awareness and consideration to conversion, marketers can have a ready strategy
in place to accompany their acquisition marketing flow with community management.
2. Social Customer Care
More than ever, companies realize the potential of using social media channels for consumer-
brand interactions. Now there’s the ability to listen, monitor, and analyse audience behaviour,
gain consumer feedback, and improve existing relationships. Having seen Facebook dominate
over Google in search and referrals to reach new communities. Now is the time to foster
customer loyalty at every stage.
3. Crisis Management
One aspect of community management that requires strategic planning is crisis management.
If an issue arises and spreads across social media, it can cause immense damage to a brand’s
reputation if it is not handled in a timely and strategic manner. Problems can stem from in
store promotions to TV campaigns, unanswered social mentions to delivery issues.
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4. Retention
As social communities grow, brands face new challenges of creating content that keeps their
audience engaged. Not to mention, there is so much competition for attention on the
Facebook News Feed, and a large community can become uninterested and fail to interact
with the brand’s content.
5. Advocacy
The last strategy of community management is to identify and engage with super fans and
brand advocates. This phase validates a job well done for the brand, from product conception
to community care. Social media makes it easier to identify super fans (potential brand
ambassadors, micro-influencers etc.); especially if analytics tools are used that can help to
identify the most frequent engagers with the content, as well as positive brand mentions.
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Chapter 4
Advantages and Challenges
Advantages
Stronger Engagement with the Brand
Users who are rewarded for building knowledge around the products and services develop a
stronger affinity with the brand. Some could rise to serve as brand advocates, helping to
spread the word and share the joy about their experiences with the brand.
Decreased Customer Support Costs
According to the NM Incite Social Care Survey, nearly half of social media users actively
seek customer service through social media. With online community management, there’ll be
a deflection of customer support phone calls, as community members exchange information
and answer each other's questions.
Better Customer Experience
As users find answers for themselves and connect with peers for trusted recommendations
and tips, their customer experience improves. Not only are customers able to get more out of
the products and services, they forge connections with others who can assist as related
questions arise in the future.
More Accurate Product Information
Empower community members to create and maintain detailed product or service information
at a lower cost than dedicated internal personnel could. With the community providing
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checks and balances over content, the product information will be more current, accurate, and
trusted.
Improved SEO
An online community’s user-generated content is full of keywords used in natural dialogue.
Members talking about the company and products create content around long tail keywords.
As a result, the site ranks higher in organic search engine results for these keywords.
Challenges
Attracting New Users
Community members are transient; some stay until they have fulfilled a goal, others leave
and join different groups. Encouraging new membership is thus a vital tool for keeping the
community alive. Use community metrics to keep track of new user behaviour. For example,
Opening Social media account allows to track behaviour right down to who created
topics/events or who commented on posts.
Time Management
It doesn’t matter what time or what day of the week it is, there's always something to do. The
suggestion? Use the ‘ambassadors’ who’ve probably risen to the surface as the most active
community members. They can be the eyes, ears, and a source of help for other members.
Onboarding New Users
Onboarding new members is one of the most critical and time-exhausting responsibilities.
Although there is no hack to replace this completely, it is surprising at what a proper set of
community guidelines and onboarding process can do for a brand as it really helps in the
segmentation of the market as well as in gauging the behaviour of the onboarded new users.
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Chapter 5
Case Study: EA Sports and Community Management
The Challenge
Electronic Arts Inc., a leading global interactive entertainment software company, delivers
games, content and online services for Internet connected consoles, personal computers,
mobile phones and tablets to hundreds of millions of players worldwide.
With an online gaming network that is home to dedicated global players, EA sought to drive
down support costs while also providing enhanced interactive rewards.
The Goal
EA wanted to create a centralized location for their users to connect with each other to
discuss and problem-solve challenges and help each other with their favorite games. They
decided to build an online support community in order to get their users the help they needed
while reducing support costs.
They designed an interactive approach that rewards players that help their fellow players and
incentivizes members of the community to contribute and participate in order in order to
reach their goal.
The Outcome
EA’s solution included:
• An online support community driven by gamification approaches
• A two-tiered super-user program
Answers HQ, EA’s online support community, allows players to be recognized for their
efforts by turning participation into a game. Each action a user takes in the community is
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validated by virtual tokens, badges and collectables, as well as by rising in rank on leader
boards.
At the top of EA’s gamification program stands their super-user program: Champions &
Heroes. This program recognizes standout individuals that represent the pillars of the
community, in turn allowing them to become super-users. The EA team hosts bi-weekly
syncs to monitor and advance outstanding individuals.
The program consists of two tiers:
Champion: Champions are awarded a unique rank, forum badge and the option to
create an individual signature, along with free game perks and access to a private
Slack channel where they can chat with the Community team directly.
Hero: Heroes obtain all Champion benefits, along with access to an exclusive forum
and chat, and additional game perks. Heroes also have the opportunity to forge
relationships with game studios and are offered invitations to exclusive gaming
events.
Since its launch in 2012, AnswersHQ has grown to over 12 million registered users, with
over 6.9 million (58%) categorized as active. In FY16-FY17, the percentage of active users
increased by 15%, the number of accepted solutions increased by 20%, views of accepted
solutions increased by 29%, and replies per topic increased by 23%.
EA’s innovative solutions actually created a more active and effective support community.
Overall, the gamified-support community and super-user program were huge successes,
increasing traffic by giving users a reason to return, converting lurkers to active users, and
improving accepted solutions which in turn deflected contacts from Live Support channels.
The Takeaways
1. Know the Audience
EA’s audience inherently loves gaming. By using gamification to drive participation, EA
capitalized on what they already knew and loved about their players.
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2. Focus on the Goals
By focusing on a desired outcome, EA was able to harness the power of their audience to
contribute to their bottom line. This win-win made players happy and increased deflections in
their support channels.
3. Rewarding the Audience Rewards the Brand
The rewards make a difference. Empowering super users can scale existing community
resources, while strengthening important ties to your core user base.
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Chapter 6
Conclusion
An online community management solution brings the customers or constituents closer
together: it facilitates one-to-one and many-to-many relationships that build bonds and moves
business forward. The result is a closer connection with a brand.
The foundation concept behind the idea of having online community management is to build
and sustain a platform where an organization can always listen to its customers and spark
conversations with them. Protecting the Reputation is an important factor sighting the
unwanted conversations by some set of audience as well as there is a vital need for to get
feedbacks from the community, the organization has establishes.
Importance of Community Management is very much evident from the fact that organizations
are striving to build and foster their own communities, this is mainly due to the fact that
organizations have realized the value of retention of existing customers, attracting new
customers and enhancing brand reputation. To achieve this there are some strategies that the
organization can follow which includes: acquisition & content validity, social customer care,
crisis management, retention and advocacy.
There are many advantages of implementing the model for online community management
including stronger engagement with the brand while decreasing customer support costs,
providing better customer experience and more accurate product information. A technical
advantage of online community management is that it also improves the SEO ranking of the
online community portal but there are some challenges such as attracting new users, time
management and onboarding new users that needs to be addressed in order to achieve the
perfect mix for the online community.