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Community Management
         vs.            t !
      Support       g h
                  i   F
Teut Weidemann
        Online Specialist
         Digital Reality

In the Games Industry since 1985

Creating Communities since 1997

Consultant for online Entertainment

Working on 2 Browser Game MMO's
Ah! Definitions

Support:

 Problem solving for Users

Community Management
                             :)
 Communication to users

 Managing user behaviour
Information Flow
Information           Information


 Support                CM




        User                   User
                     User
User          User           User
Input: Support


Knowledge Base

Development

Faq's
Input: Community
      Management

Marketing

Development

Community
Support
      Communication

Ticket/Email

Private Message

Phone*

Means: One on One
CM Communication

News Section

Forum

Social Media

Means: Broadcast

    With feedback
Again: Communication

Is One on One for Support

And one to 'all' for CM

Even when answering in forums

      As 10x more users read only

This dictates how they phrase answers!
Support Talk

 Is direct

 Problem oriented

 Template driven


 Identical Problem
=           identical
     Solution!!
CM talk is


Careful

Emotionally controlled

Sometimes personal

Well-thought-out
Information Sources

Support:                 CM:
 Knowledge DB             "Gut feeling"

 FAQ                      Social Skills

 Behaviour Bible          Experience/History
                          with user
 otherwise escalate to
 upper levels             Asset Matrix
Identity
Anonymous using nick names

Support: Changing ID

    even for the same ticket

    no direct access for users

CM: identifiable

direct access for users

    Forum, PM, Email


               CM gets instated as a company representative
Conflict Potential
Support:
 Customer

CM:
 Customer

 Marketing

 PR

 Da Boss
Consequences
Why support is easy, CM not
Skills

Support                Community Manager

 Worker mentality       Eloquent

 Exactness              Analytic

 Data mentality         Objective

                        Knowledgable (Game)

                        Communicator
Employment

Support                  Community Manager

 Outsourceable            Hard to find

     Even to community        Community can
                              support CM (mods)

                          Hard to replace
 Replaceable
CM language skills
    Real World examples
Live from CM:


Expansion is anounced, but not free:
"Fantasy Online: In order to keep the game alive and
pay for further content we are charging a one time
fee of 20 Gems to enter the new Cave. When the
next 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 find
the bugs, please follow the instructions:

1. Install Firebug and NetExport for FireFox

a) Install latest firefox from the following link, if you don’t have
firefox installed

http://www.mozilla.com/en-US/firefox/all.html

b) 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: teut@digitalreality.eu

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Community Management vs. Support - Fight!

  • 1. Community Management vs. t ! Support g h i F
  • 2. Teut Weidemann Online Specialist Digital Reality In the Games Industry since 1985 Creating Communities since 1997 Consultant for online Entertainment Working on 2 Browser Game MMO's
  • 3. Ah! Definitions Support: Problem solving for Users Community Management :) Communication to users Managing user behaviour
  • 4. Information Flow Information Information Support CM User User User User User User
  • 6. Input: Community Management Marketing Development Community
  • 7. Support Communication Ticket/Email Private Message Phone* Means: One on One
  • 8. CM Communication News Section Forum Social Media Means: Broadcast With feedback
  • 9. Again: Communication Is One on One for Support And one to 'all' for CM Even when answering in forums As 10x more users read only This dictates how they phrase answers!
  • 10. Support Talk Is direct Problem oriented Template driven Identical Problem = identical Solution!!
  • 11. CM talk is Careful Emotionally controlled Sometimes personal Well-thought-out
  • 12. Information Sources Support: CM: Knowledge DB "Gut feeling" FAQ Social Skills Behaviour Bible Experience/History with user otherwise escalate to upper levels Asset Matrix
  • 13. Identity Anonymous using nick names Support: Changing ID even for the same ticket no direct access for users CM: identifiable direct access for users Forum, PM, Email CM gets instated as a company representative
  • 14. Conflict Potential Support: Customer CM: Customer Marketing PR Da Boss
  • 16. Skills Support Community Manager Worker mentality Eloquent Exactness Analytic Data mentality Objective Knowledgable (Game) Communicator
  • 17. Employment Support Community Manager Outsourceable Hard to find Even to community Community can support CM (mods) Hard to replace Replaceable
  • 18. CM language skills Real World examples
  • 19. Live from CM: Expansion is anounced, but not free: "Fantasy Online: In order to keep the game alive and pay for further content we are charging a one time fee of 20 Gems to enter the new Cave. When the next zone is released it will become free."
  • 20. Ways to admit "we do not have a clue" Madame et monsieur here is a way how you can help us to find the bugs, please follow the instructions: 1. Install Firebug and NetExport for FireFox a) Install latest firefox from the following link, if you don’t have firefox installed http://www.mozilla.com/en-US/firefox/all.html b) Open the following link using Firefox ...
  • 21. Q&A BTW: Digital Reality Publishing is looking for Games on: Browser Games Social Games XBLA, PSN iPhone, iPad Contact: teut@digitalreality.eu