This document summarizes a paper that proposes a new methodology for scalable online value management. The methodology separates content from communication channels by developing domain ontologies and linking them to a channel model through a "weaver". This allows information to be reused across multiple channels. It distinguishes between yield management, brand management, reputation management, and general value management as economic goals of communication. The paper then describes developing information models, a channel model that categorizes different communication modes, and applications that demonstrate the methodology.
Common value management based on effective and efficentSTIinnsbruck
This document discusses an approach for common value management that separates content from communication channels. It aims to enable smaller organizations to effectively manage their online reputation, brand, and yields. The approach distinguishes information models, communication models, and mappings between them. This separation allows information to be reused across multiple channels, increasing scalability. The goal is to automate much of the multi-channel communication process to reduce costs and handle communication at the speed and scale of modern online platforms.
This document discusses an approach to online value management developed by researchers at STI Innsbruck. It aims to enable smaller organizations to fully exploit communication potential across growing online channels in a scalable way. The approach separates content and communication channels, allowing content to be reused across various heterogeneous channels. It distinguishes between yield, brand, and reputation management as aspects of value management with different time orientations and connections to financial goals. The methodology involves developing domain ontologies, a channel model, and weavers to map content to channels for automated dissemination. This separation of concerns is meant to provide reusability and scalability not available in existing channel-centric solutions.
The document discusses goals for online communication including yield management, brand management, customer relationship management, reputation management, and value management. It describes challenges that organizations face in effectively communicating through multiple online channels and proposes an approach called Engagement 3.0 to provide scalable and cost-effective multi-channel communication support.
This document discusses enabling customer engagement and collaboration for small and medium-sized enterprises through ubiquitous multi-channel ecosystems. It identifies several challenges that SMEs face in managing engagement across many online channels, including issues with scalability, costs, and domain personalization. The document proposes a semantic communication architecture called SCAI to help SMEs effectively manage communication and collaboration across multiple online channels in a scalable and cost-effective way.
How to-domesticate-the-multichannel-monster 27.11.2012STIinnsbruck
This document discusses the challenges organizations face with communicating through the growing number of online communication channels, which the authors call "the multi-channel monster". It proposes a semantic communication architecture called SCEI that separates content from channels and uses semantic technologies to disseminate content across multiple channels. The architecture provides workflow assistance, implements communication patterns, and integrates crowdsourcing to enable one-click publishing to many marketing channels. It discusses applying this approach to collaboration applications like advertising, customer relationship management, and opportunities/challenges in eTourism.
Digital communications 2011 student versionTom Chapman
The document provides an overview of digital communications and marketing trends, including online consumer behavior, search engine optimization, social media, mobile marketing, and performance measurement. Key points covered include definitions of the internet and how it is governed, emerging technologies, drivers of technology change, and the impact and potential of internet marketing.
The study of e commerce service systems in global viral marketing strategyIAEME Publication
This document discusses viral marketing and e-commerce service systems. It defines viral marketing as a strategy that encourages people to voluntarily pass along a marketing message, potentially reaching many people at low cost. The document examines characteristics of effective viral marketing, including being simple, providing value, and utilizing existing social networks. It provides examples of companies like Hotmail that used viral strategies successfully. Benefits include increased brand awareness at low cost by leveraging social sharing.
This document summarizes the key findings of Alterian's 2009 annual survey of over 1,000 marketers, agencies, and systems integrators. The survey found that marketers are shifting marketing budgets from traditional direct marketing to digital and social channels, with 40% anticipating over a 20% shift. However, many marketers are not prepared to leverage new techniques, with 42% not integrating web analytics into customer databases and 40% of marketing staff lacking necessary skills. A growing need for customer engagement is driving demand for new service providers to help marketers better coordinate resources and channels. While interest in social media is high, with 66% planning investments, many may not see full benefits without also investing in social media monitoring tools.
Common value management based on effective and efficentSTIinnsbruck
This document discusses an approach for common value management that separates content from communication channels. It aims to enable smaller organizations to effectively manage their online reputation, brand, and yields. The approach distinguishes information models, communication models, and mappings between them. This separation allows information to be reused across multiple channels, increasing scalability. The goal is to automate much of the multi-channel communication process to reduce costs and handle communication at the speed and scale of modern online platforms.
This document discusses an approach to online value management developed by researchers at STI Innsbruck. It aims to enable smaller organizations to fully exploit communication potential across growing online channels in a scalable way. The approach separates content and communication channels, allowing content to be reused across various heterogeneous channels. It distinguishes between yield, brand, and reputation management as aspects of value management with different time orientations and connections to financial goals. The methodology involves developing domain ontologies, a channel model, and weavers to map content to channels for automated dissemination. This separation of concerns is meant to provide reusability and scalability not available in existing channel-centric solutions.
The document discusses goals for online communication including yield management, brand management, customer relationship management, reputation management, and value management. It describes challenges that organizations face in effectively communicating through multiple online channels and proposes an approach called Engagement 3.0 to provide scalable and cost-effective multi-channel communication support.
This document discusses enabling customer engagement and collaboration for small and medium-sized enterprises through ubiquitous multi-channel ecosystems. It identifies several challenges that SMEs face in managing engagement across many online channels, including issues with scalability, costs, and domain personalization. The document proposes a semantic communication architecture called SCAI to help SMEs effectively manage communication and collaboration across multiple online channels in a scalable and cost-effective way.
How to-domesticate-the-multichannel-monster 27.11.2012STIinnsbruck
This document discusses the challenges organizations face with communicating through the growing number of online communication channels, which the authors call "the multi-channel monster". It proposes a semantic communication architecture called SCEI that separates content from channels and uses semantic technologies to disseminate content across multiple channels. The architecture provides workflow assistance, implements communication patterns, and integrates crowdsourcing to enable one-click publishing to many marketing channels. It discusses applying this approach to collaboration applications like advertising, customer relationship management, and opportunities/challenges in eTourism.
Digital communications 2011 student versionTom Chapman
The document provides an overview of digital communications and marketing trends, including online consumer behavior, search engine optimization, social media, mobile marketing, and performance measurement. Key points covered include definitions of the internet and how it is governed, emerging technologies, drivers of technology change, and the impact and potential of internet marketing.
The study of e commerce service systems in global viral marketing strategyIAEME Publication
This document discusses viral marketing and e-commerce service systems. It defines viral marketing as a strategy that encourages people to voluntarily pass along a marketing message, potentially reaching many people at low cost. The document examines characteristics of effective viral marketing, including being simple, providing value, and utilizing existing social networks. It provides examples of companies like Hotmail that used viral strategies successfully. Benefits include increased brand awareness at low cost by leveraging social sharing.
This document summarizes the key findings of Alterian's 2009 annual survey of over 1,000 marketers, agencies, and systems integrators. The survey found that marketers are shifting marketing budgets from traditional direct marketing to digital and social channels, with 40% anticipating over a 20% shift. However, many marketers are not prepared to leverage new techniques, with 42% not integrating web analytics into customer databases and 40% of marketing staff lacking necessary skills. A growing need for customer engagement is driving demand for new service providers to help marketers better coordinate resources and channels. While interest in social media is high, with 66% planning investments, many may not see full benefits without also investing in social media monitoring tools.
The document provides definitions of advertising from various sources and discusses key aspects of advertising including its purpose, how it works, different models of advertising, media types, and the advertising process. It examines definitions of advertising, benefits and roles of advertising, and factors to consider in media selection such as goals, audience, scope, and context. Various advertising models and terms are outlined.
Current Research Questions in Word of Mouth CommunicationAlexander Rossmann
This document summarizes current research questions in word-of-mouth communication. It identifies several key areas for further study: 1) understanding why users engage in online word-of-mouth behavior and how it creates value, 2) exploring how different types of word-of-mouth content impact engagement and purchasing behavior, and 3) examining the specific organizational capabilities needed to foster the impact of word-of-mouth on customers. The document was authored by Alexander Rossmann of Next Corporate Communication Research Center.
Digital Marketing is most about content marketing and content promotion. A good content can generate good returns for you, where as low quality content can be detrimental
The document summarizes the NEXT Survey, a longitudinal research initiative studying how companies can effectively implement social media strategies. It examines social media's role in marketing and explores how engaging users through value and trust can help companies avoid the "trough of disillusionment" that comes from one-way communication. Case studies of Migros and Telekom highlight how they engage customers on social media to improve products/services and customer support. The survey seeks to understand how social media can be integrated into corporate value chains and how trust can be enhanced to engage users and access their data. It aims to identify competitive advantages of effective social media strategies.
This document summarizes an invited commentary on the implications of technology innovation for customer relationship management (CRM). The author makes several key points:
1) Advances in technology have expanded opportunities for firms to establish long-term customer relationships through multiple communication channels and innovative CRM programs.
2) Rigorous research is needed to understand how customers interact with and respond to various service channels, pricing structures, CRM programs, and dynamic marketing interventions over time.
3) Framing CRM as a dynamic control problem that maximizes long-term customer profit could help firms strategically time marketing interventions based on a customer's stage of demand maturity.
1. Advertising spend is experiencing its biggest decline in history while online advertising revenue is also decreasing.
2. The study examines the impact of various communication channels, including traditional (TV, print, radio) and online (display ads, search ads) on key metrics like registrations and sales for an online social network.
3. The results show that TV advertising has the strongest impact on the social network's registrations and sales, more so than other traditional or online channels, demonstrating that traditional media can enhance new media for an online brand.
The document summarizes the key findings of a survey of over 150 online and direct marketers on the state of marketing in 2010. Some of the main findings include:
1) Marketers see turning data into actions as one of their top issues and view IT as their number one bottleneck.
2) Nearly three quarters of companies surveyed are leveraging customer initiated interactions to serve targeted marketing messages.
3) While centralized decisioning has been adopted by some forward-looking marketers, organizational and financial concerns are slowing broader adoption more so than technical barriers.
4) Marketers are struggling with integrating online and offline data and channels, slowed by technical and financial limitations.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
Research Report: Customer Services in Social Media ChannelsAlexander Rossmann
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
Composition of online marketing communication channels Dr. Raghavendra GS
This document discusses the composition and evolution of online marketing communication channels. It analyzes how new online channels like social media have enabled both marketers and critics to directly reach audiences. The document proposes expanding Rogers' diffusion of innovations theory to analyze how these channels spread. It identifies four key infrastructures that enable the diffusion of online communication channels: core/technological infrastructure, competitive/business infrastructure, political/regulatory infrastructure, and social infrastructure. Understanding how these infrastructures interact can help marketers better manage integrated marketing communications in this evolving online landscape.
This document discusses virtual and e-marketing strategies. It begins by outlining the objectives of analyzing current Indian marketing practices using virtual tools to enhance business. It then describes the methodology used in the study, including secondary research of internet resources, books, and journals, as well as primary research through consumer observation, questionnaires, focus groups, and industry interviews. The document also discusses the benefits and challenges of e-marketing, as well as how to develop an effective e-marketing plan through situation analysis, competitor research, and identifying strengths, weaknesses, opportunities, and threats.
The document discusses critical factors for successful viral marketing campaigns. It identifies five key factors: 1) the overall structure of the campaign, 2) the characteristics of the product or service, 3) the content of the message, 4) the characteristics of the diffusion, and 5) the peer-to-peer information conduit. It then analyzes three case studies based on these factors. The document concludes by developing a viral marketing typology and outlining opportunities for future research.
The future of corporate communications reportBrunswick Group
As Europe’s senior communications professionals scan the horizon for clues about the future of their role, their top concerns are how to ensure consistency of message across the organisation and how to cut through the information overload to be heard. Many communicators believe the answer lies in consolidation of communications functions to ensure alignment and impact.
In order to capture what is top of mind in the shifting European communications arena, Brunswick and the European Association of Communications Directors (EACD) have partnered on a unique piece of research that included EACD members and other senior communicators across Europe.
For more information please contact:
Phil Riggins: www.brunswickgroup.com/people/directory/phil-riggins/
This document discusses the challenges of optimizing media mix investments in today's complex media landscape. It notes that existing media mix optimization solutions are limited by focusing only on above-the-line or below-the-line spending, failing to consider that consumers interact with brands across channels as a whole. It also claims that many solutions rely on outdated assumptions about customer value and media consumption. The document introduces next generation media mix optimization as a way to address these challenges through high-performance audience and media management that can optimize spend across channels and better target high-value audiences.
Mediative worked with the RBC Financial Group Chair of Ecommerce at HEC Montreal to analyze academic and industry literature on online display advertising. The summary identifies three key findings:
1. Display advertising is most effective when used in combination with paid search advertising, as their combined impact exceeds the impact of each individually.
2. Advertising avoidance, also known as "banner blindness", occurs when users unconsciously avoid looking at online display ads. However, exposure to ads can still influence users even if they are not fully processed or clicked.
3. Different online advertising formats have varying strengths and weaknesses that impact how users process messages. Factors like format, interactivity, and creative design choice affect advertising performance.
How fluent are you in paid media? The vocabulary that was once exclusive to the advertising industry has become required learning for today's top PR professionals. This quick guide defines key paid media terms and explains why they matter to all communicators.
This report addresses the questions: What is native advertising and, by extension, what is it not? It also attempts to map and outline product offerings from the native advertising triumvirate: publishers, technology vendors, and social media platforms. What opportunities are inherent in this nascent form of digital marketing? And what are the inherent risks and pitfalls?
This document discusses the impact of digital marketing on business. It begins with an introduction to the history and growth of digital marketing. It then discusses 10 important digital marketing trends that will impact business in 2015, including the growing role of big data, mobile, content marketing, social media, multi-channel marketing, personalization, ad retargeting, visual content, data analytics, and collaboration across platforms. It also outlines both the positive and negative impacts of digital media on business, such as faster information, greater reach, new technology, and more options. The conclusion is that digital marketing can minimize costs while increasing product awareness, reach, and sales through more effective targeting.
This document provides an overview of cross media marketing strategies. It discusses how combining multiple marketing channels like direct mail, email, web pages, and advertising can deliver a unified message and drive respondents to a single data collection point. The document outlines four steps for effective cross media campaigns: 1) developing customer personas, 2) determining available assets, 3) leveraging existing marketing efforts, and 4) selecting targeted touches and executing the campaign. Specific techniques are also described, including real-time personalization, variable data printing, personalized URLs, email, social media, QR codes, and direct mail best practices. The goal is to capture visitors across channels, group respondents, and deliver personalized messages to improve response rates and ROI.
This document summarizes key findings from Neustar's Q1 2014 Media Intelligence Report. Some of the main findings include:
- Social media demonstrated the best cost efficiency in Q1, indexing 350% below average.
- Exchanges showed improved ability to reach consistent users, outperforming other channels.
- CRM data performed 32-107 times better than average for clients in entertainment and retail.
- Targeting top audiences using third party data could increase conversion rates by 6-56 times across various industries.
Why the coo should lead social media customer serviceRafael . Vieira
1) Social media offers companies an opportunity to redefine customer service by lowering costs and improving customer satisfaction and brand recommendation. However, many companies are not properly assigning ownership of their social customer care efforts.
2) While marketing often pioneers social media use, it may lack the resources and expertise for customer service issues. Operations functions are better equipped to handle high volumes of service requests across multiple channels, including social media.
3) A case study of a financial services company found that assigning social media customer care to the COO's operations team while collaborating with marketing improved service and saved money by diverting calls. Training agents and starting with a separate software tool also helped launch social media service successfully.
This course provides an introduction to internet marketing and how organizations can use digital technologies to support their marketing activities. Students will learn about key concepts like how companies are moving beyond static websites to build relationships through dynamic content. They will also explore how the internet is used as a communication, distribution, and relationship building tool. The course involves lectures, tutorials, a group project, individual assignment, group presentation, and final exam. Students must attain a grade of C or higher to pass.
The document provides definitions of advertising from various sources and discusses key aspects of advertising including its purpose, how it works, different models of advertising, media types, and the advertising process. It examines definitions of advertising, benefits and roles of advertising, and factors to consider in media selection such as goals, audience, scope, and context. Various advertising models and terms are outlined.
Current Research Questions in Word of Mouth CommunicationAlexander Rossmann
This document summarizes current research questions in word-of-mouth communication. It identifies several key areas for further study: 1) understanding why users engage in online word-of-mouth behavior and how it creates value, 2) exploring how different types of word-of-mouth content impact engagement and purchasing behavior, and 3) examining the specific organizational capabilities needed to foster the impact of word-of-mouth on customers. The document was authored by Alexander Rossmann of Next Corporate Communication Research Center.
Digital Marketing is most about content marketing and content promotion. A good content can generate good returns for you, where as low quality content can be detrimental
The document summarizes the NEXT Survey, a longitudinal research initiative studying how companies can effectively implement social media strategies. It examines social media's role in marketing and explores how engaging users through value and trust can help companies avoid the "trough of disillusionment" that comes from one-way communication. Case studies of Migros and Telekom highlight how they engage customers on social media to improve products/services and customer support. The survey seeks to understand how social media can be integrated into corporate value chains and how trust can be enhanced to engage users and access their data. It aims to identify competitive advantages of effective social media strategies.
This document summarizes an invited commentary on the implications of technology innovation for customer relationship management (CRM). The author makes several key points:
1) Advances in technology have expanded opportunities for firms to establish long-term customer relationships through multiple communication channels and innovative CRM programs.
2) Rigorous research is needed to understand how customers interact with and respond to various service channels, pricing structures, CRM programs, and dynamic marketing interventions over time.
3) Framing CRM as a dynamic control problem that maximizes long-term customer profit could help firms strategically time marketing interventions based on a customer's stage of demand maturity.
1. Advertising spend is experiencing its biggest decline in history while online advertising revenue is also decreasing.
2. The study examines the impact of various communication channels, including traditional (TV, print, radio) and online (display ads, search ads) on key metrics like registrations and sales for an online social network.
3. The results show that TV advertising has the strongest impact on the social network's registrations and sales, more so than other traditional or online channels, demonstrating that traditional media can enhance new media for an online brand.
The document summarizes the key findings of a survey of over 150 online and direct marketers on the state of marketing in 2010. Some of the main findings include:
1) Marketers see turning data into actions as one of their top issues and view IT as their number one bottleneck.
2) Nearly three quarters of companies surveyed are leveraging customer initiated interactions to serve targeted marketing messages.
3) While centralized decisioning has been adopted by some forward-looking marketers, organizational and financial concerns are slowing broader adoption more so than technical barriers.
4) Marketers are struggling with integrating online and offline data and channels, slowed by technical and financial limitations.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
Research Report: Customer Services in Social Media ChannelsAlexander Rossmann
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
Composition of online marketing communication channels Dr. Raghavendra GS
This document discusses the composition and evolution of online marketing communication channels. It analyzes how new online channels like social media have enabled both marketers and critics to directly reach audiences. The document proposes expanding Rogers' diffusion of innovations theory to analyze how these channels spread. It identifies four key infrastructures that enable the diffusion of online communication channels: core/technological infrastructure, competitive/business infrastructure, political/regulatory infrastructure, and social infrastructure. Understanding how these infrastructures interact can help marketers better manage integrated marketing communications in this evolving online landscape.
This document discusses virtual and e-marketing strategies. It begins by outlining the objectives of analyzing current Indian marketing practices using virtual tools to enhance business. It then describes the methodology used in the study, including secondary research of internet resources, books, and journals, as well as primary research through consumer observation, questionnaires, focus groups, and industry interviews. The document also discusses the benefits and challenges of e-marketing, as well as how to develop an effective e-marketing plan through situation analysis, competitor research, and identifying strengths, weaknesses, opportunities, and threats.
The document discusses critical factors for successful viral marketing campaigns. It identifies five key factors: 1) the overall structure of the campaign, 2) the characteristics of the product or service, 3) the content of the message, 4) the characteristics of the diffusion, and 5) the peer-to-peer information conduit. It then analyzes three case studies based on these factors. The document concludes by developing a viral marketing typology and outlining opportunities for future research.
The future of corporate communications reportBrunswick Group
As Europe’s senior communications professionals scan the horizon for clues about the future of their role, their top concerns are how to ensure consistency of message across the organisation and how to cut through the information overload to be heard. Many communicators believe the answer lies in consolidation of communications functions to ensure alignment and impact.
In order to capture what is top of mind in the shifting European communications arena, Brunswick and the European Association of Communications Directors (EACD) have partnered on a unique piece of research that included EACD members and other senior communicators across Europe.
For more information please contact:
Phil Riggins: www.brunswickgroup.com/people/directory/phil-riggins/
This document discusses the challenges of optimizing media mix investments in today's complex media landscape. It notes that existing media mix optimization solutions are limited by focusing only on above-the-line or below-the-line spending, failing to consider that consumers interact with brands across channels as a whole. It also claims that many solutions rely on outdated assumptions about customer value and media consumption. The document introduces next generation media mix optimization as a way to address these challenges through high-performance audience and media management that can optimize spend across channels and better target high-value audiences.
Mediative worked with the RBC Financial Group Chair of Ecommerce at HEC Montreal to analyze academic and industry literature on online display advertising. The summary identifies three key findings:
1. Display advertising is most effective when used in combination with paid search advertising, as their combined impact exceeds the impact of each individually.
2. Advertising avoidance, also known as "banner blindness", occurs when users unconsciously avoid looking at online display ads. However, exposure to ads can still influence users even if they are not fully processed or clicked.
3. Different online advertising formats have varying strengths and weaknesses that impact how users process messages. Factors like format, interactivity, and creative design choice affect advertising performance.
How fluent are you in paid media? The vocabulary that was once exclusive to the advertising industry has become required learning for today's top PR professionals. This quick guide defines key paid media terms and explains why they matter to all communicators.
This report addresses the questions: What is native advertising and, by extension, what is it not? It also attempts to map and outline product offerings from the native advertising triumvirate: publishers, technology vendors, and social media platforms. What opportunities are inherent in this nascent form of digital marketing? And what are the inherent risks and pitfalls?
This document discusses the impact of digital marketing on business. It begins with an introduction to the history and growth of digital marketing. It then discusses 10 important digital marketing trends that will impact business in 2015, including the growing role of big data, mobile, content marketing, social media, multi-channel marketing, personalization, ad retargeting, visual content, data analytics, and collaboration across platforms. It also outlines both the positive and negative impacts of digital media on business, such as faster information, greater reach, new technology, and more options. The conclusion is that digital marketing can minimize costs while increasing product awareness, reach, and sales through more effective targeting.
This document provides an overview of cross media marketing strategies. It discusses how combining multiple marketing channels like direct mail, email, web pages, and advertising can deliver a unified message and drive respondents to a single data collection point. The document outlines four steps for effective cross media campaigns: 1) developing customer personas, 2) determining available assets, 3) leveraging existing marketing efforts, and 4) selecting targeted touches and executing the campaign. Specific techniques are also described, including real-time personalization, variable data printing, personalized URLs, email, social media, QR codes, and direct mail best practices. The goal is to capture visitors across channels, group respondents, and deliver personalized messages to improve response rates and ROI.
This document summarizes key findings from Neustar's Q1 2014 Media Intelligence Report. Some of the main findings include:
- Social media demonstrated the best cost efficiency in Q1, indexing 350% below average.
- Exchanges showed improved ability to reach consistent users, outperforming other channels.
- CRM data performed 32-107 times better than average for clients in entertainment and retail.
- Targeting top audiences using third party data could increase conversion rates by 6-56 times across various industries.
Why the coo should lead social media customer serviceRafael . Vieira
1) Social media offers companies an opportunity to redefine customer service by lowering costs and improving customer satisfaction and brand recommendation. However, many companies are not properly assigning ownership of their social customer care efforts.
2) While marketing often pioneers social media use, it may lack the resources and expertise for customer service issues. Operations functions are better equipped to handle high volumes of service requests across multiple channels, including social media.
3) A case study of a financial services company found that assigning social media customer care to the COO's operations team while collaborating with marketing improved service and saved money by diverting calls. Training agents and starting with a separate software tool also helped launch social media service successfully.
This course provides an introduction to internet marketing and how organizations can use digital technologies to support their marketing activities. Students will learn about key concepts like how companies are moving beyond static websites to build relationships through dynamic content. They will also explore how the internet is used as a communication, distribution, and relationship building tool. The course involves lectures, tutorials, a group project, individual assignment, group presentation, and final exam. Students must attain a grade of C or higher to pass.
An early definition of integrated marketing communications (IMC), A more current definition of integrated marketing communications (IMC), What importance of IMC is growing, The four stages model of integrated marketing communications (IMC)
Electronics Digital Strategy03011GBEN.PDFMarcel Baron
This document discusses how marketing departments need to adapt to the changing digital landscape. It notes that two-thirds of electronics companies have limited or no strategy for integrating digital into their business, despite the growth of social media users. The document advocates for marketing organizations to embrace new approaches like integrated campaign planning, analytics, and skills in areas like data science and community management. It provides examples of how IBM has helped companies like Sony Pictures improve their social media marketing campaigns and key performance indicators through these new approaches.
Electronics social marketing_digital strategyMarcel Baron
Two-thirds of electronics companies either have a
limited strategy, or no strategy at all, for integrating
digital in their businesses – despite the fact that the
number of social network users around the world is
now rapidly approaching the two billion mark.1
To make the most of the digital opportunity,
marketing organisations urgently need to embrace
new approaches, new processes, new skills, new
technologies and agile organisation structures.
Is your business ready to engage?
1) Collaborative innovation networks (COINs) can help commercialize future media technologies by identifying opportunities, exploiting opportunities through business models and plans, and mobilizing resources through extended networks.
2) COINs optimize the commercialization process by amplifying opportunity identification through members' market insights, benefiting from synergies in opportunity exploitation, and generating early awareness that multiplies resource mobilization.
3) For COINs focused on future media, members should include media industry executives, consultants, investors focused on media, and R&D experts, and identify opportunities at the intersection of new technologies and media applications.
This document introduces SESA (Seekda Social Agent), a multi-channel communication and booking platform for businesses in the tourism domain. It allows businesses to engage with customers across various social media channels and supports booking capabilities. The platform uses semantic technologies to manage content and communication channels separately, mapping content to channels. This allows scalable dissemination of information to multiple channels with minimal effort. It also integrates booking capabilities across multiple platforms to help businesses manage availability and bookings in a centralized way.
Enabling Cross-Channel Marketing: Connecting Content Creation Processes to Dr...Saepio Technologies
Today’s marketing environment challenges marketers as never before. Distributed marketing is more complex. Customer and prospect data is available, but often unstructured. Marketing mediums are prolific, yet disconnected. Consumers no longer accept media messages; they expect to define and engage with them. And they expect consistent, relevant conversations with a brand, no matter when or where the conversation occurs.
Corporate marketers now realize that teams of creative talent or collections of tactical technologies thrown at a task will no longer achieve sustainable results. To successfully drive sales, marketing has to fundamentally change.
This guide is designed to help identify the opportunity and impact that embracing the idea of connecting with today's customers can have and provide the background on how to make this a reality. Included is information on:
* A community of ones
* Why current processes result in managed chaos
* How connected is better
* Where and how to start
* Three steps to a “connected is better” game plan
The guide to social media marketing and buisness intel.pdfAnjanette Delgado
This document discusses the integration of social media and business intelligence. It identifies 5 pillars that enable this integration: 1) Collection of user demographic data from social networks, 2) Ability of users to interact and evangelize, 3) Connection between internal corporate processes and customers, 4) Insights from social media sentiment, and 5) Development of pathways between product creation, strategy, marketing and BI. While there is hype around social media, the document argues that its true value is in how it fits within the business cycle and creates efficiencies.
This document discusses how Havas Media Group uses their Artemis Attribution tool to help marketers optimize their media mix across paid, owned, and earned media channels. The tool uses agent-based modeling and large datasets to simulate consumer behavior and measure the impact of different marketing strategies. Three case studies are presented: [1] For a CPG marketer, analyzing how growing their Facebook fan base could increase sales; [2] For an ecommerce marketer, determining how to maximize sales from their most profitable customer segments through social media; [3] For a finance marketer, understanding how to increase online insurance applications through an integrated media strategy. Havas recommends their approach to help marketers understand attribution across channels and experiment with
This document provides an introduction to internet marketing. It discusses how internet marketing is becoming increasingly significant for businesses to reach customers. While some large companies currently derive major sales from internet channels, other companies are just beginning to utilize internet marketing. The document outlines the basic components of an internet marketing strategy, including using a website to provide information on products and services, enabling e-commerce sales, offering customer service online, and generating marketing leads from website visitors. It also introduces the concepts of intranets for internal communications and extranets for communications with suppliers and partners.
If anything typifies the ambitions of modern marketers, it’s the “O” word — omni channel. We give much lip service to this common goal of engaging customers in seamless and timely experiences across touch points. The primary reason for that is the actionable environment in which campaign deployment happen – a siloed state due to focus on Product centricity instead of customer centricity.
How digital is impacting market strategyMANSI DHINGRA
This document provides a literature review and research report on how digital marketing is impacting marketing strategy. It includes an introduction, literature review covering past research on topics like digital marketing strategies, impact on consumer behavior, and importance of an integrated marketing approach. It also discusses the objectives, research methodology, data analysis, findings, limitations, and conclusions of the research project. The literature review finds that digital marketing has significantly altered the marketing landscape and companies must adapt their strategies to engage with consumers in new online and interactive ways.
This document discusses how social media has changed how businesses interact with and engage customers. It provides an overview of the evolution of social media marketing and the two main approaches: passive, by analyzing user generated content; and active, using social media as an engagement and communication tool. The document also examines how companies can use influencers and hyper targeting on platforms like Facebook and LinkedIn. It aims to understand the role of social media strategies in creating buzz and engaging customers.
Digital marketing utilizes various online channels like websites, search engines, social media and mobile to connect with current and potential customers. It involves tools like mobile marketing, content marketing, social media marketing, email marketing and search engine optimization. A key part is meeting customers on the internet where they spend their time. Effective digital marketing requires analyzing the market, developing digital marketing activities and tools, retaining customers through loyalty programs, and addressing ethical issues around topics like the digital divide and marketing to children.
IBM Social Analytics: The Science behind Social Media MarketingChristoph Goertz
This document discusses how IBM technology can help marketing professionals analyze social media to better understand customers. It explains that marketers are under pressure to address explosive social media growth and need tools to incorporate social data into strategies. The document outlines how IBM tools can provide insights into customer attitudes, preferences, and buying habits from social media interactions. It also describes how social data can enhance customer profiles to improve marketing personalization, campaigns, and relationships.
This document discusses online marketing techniques. It covers search engine optimization (SEO), display advertising, viral marketing, interactive marketing, social media optimization, and mobile marketing. It also discusses integrated marketing communications online. Some key points made in the document include that online marketing allows for lower cost distribution of information globally, it is interactive in nature allowing instant response, and it allows for easy tracking of statistics. Both push and pull techniques are used in online marketing.
Internet communications mix development for FMCG companiesAndrey Markin
The document discusses internet communications as a marketing tool for FMCG companies. It defines internet communications and classifies the different types, including websites, social media, and various forms of online advertising. Specifically, it distinguishes between corporate websites, promotional websites, community websites, and online stores. The rise of social media is transforming marketing from a product-centric to a customer-centric approach by allowing companies to directly interact with and gather data from consumers. Internet communications now play an integral role in marketing communications strategies.
1) The document discusses how marketing has shifted from an "art" to a "science" due to changes in technology and customer expectations. Advances like social media, mobile devices, and cloud computing have given customers more control over brand conversations and empowered them to expect personalized, seamless experiences across channels.
2) It proposes a "Customer Value model" with four interconnecting layers: customer value at the core, surrounded by customer journey, customer value analytics, and finally company value. This model aims to continuously link customer insights and data to business decisions in real-time in order to maximize value for both customers and the company.
3) Achieving customer value now requires understanding customer needs, behaviors, and motiv
Unister is an e-business company founded in 2002 based in Leipzig, Germany. It operates several online travel portals and has over 1670 employees with more than 450 in IT. Some of its major travel portals include Ab-in-den-urlaub.de, Travel24.com, Fluege.de, Reisen.de, and Urlaubtours.de, which allow users to book flights, hotels, vacation packages and more. However, its Fluege.de portal has been controversial due to a lack of transparency in displaying flight prices and bundling additional services into packages without clear disclosure.
Twoo.com is a social networking website launched in 2011 that helps users meet new people. It has over 12 million monthly active users and is available in 38 languages across 200 countries. The website allows users to create a profile, view profiles of compatible users nearby, and like or pass on other profiles. If two users like each other mutually, they are connected. While the basic features are free, premium subscriptions provide additional visibility and perks. The website generates revenue from ads and premium subscriptions for credits and unlimited access.
Twibes allows users to organize tweets by topic into interest groups called Twibes. Users can join up to 10 existing Twibes or create 3 of their own. To use Twibes, one searches for and joins a relevant Twibe by tweeting about its topic or keywords. Twibes collects tweets from its members on similar topics and adds them to the user's Twitter lists for easier viewing, but the tool has some functionality and search issues.
TweetDeck is a free web, desktop, and Chrome app that allows users to manage multiple Twitter and Facebook communication streams. It features include URL shortening, photo uploading, content filtering, unlimited account management, and posting to multiple accounts simultaneously. The app organizes social media content into customizable columns for timelines, searches, direct messages, trends, and scheduled posts. While it does not provide statistics or advanced posting capabilities, TweetDeck offers a well-designed interface for viewing multiple social media streams at once.
The document presents an ontology for modeling information from the Tourismusverband Innsbruck's (TVb) online channels. It describes the analysis conducted of TVb's website and Facebook page to identify relevant concepts to include in the ontology. The ontology models places, events, organizations, trips, creative works, and people. It provides subclasses and examples for each concept. Specifically, it details the event concept and subclasses such as business, children's, comedy, and dance events. The ontology aims to semantically represent TVb's online content to facilitate search and dissemination across different channels.
This document discusses mapping content from the feratel media technologies company to schema.org for annotations on the Tourismusverband Innsbruck (TVb) website. It identifies relevant schema.org terms for concepts like hotels, restaurants, and events. It describes implementing the mappings by modifying the HTML template used to integrate feratel content, but notes limitations from not being able to distinguish content types. The document concludes that a cleaner solution would be to have annotations inserted at the source in feratel through a new feratel plugin.
1. The document evaluates the impact of adding semantic annotations to part of the Tourismusverband Innsbruck (TVb) website.
2. Key metrics like total visitors, new vs returning visitors, and visitors from search engines like Google and Bing were analyzed for periods before and after annotations were deployed on January 20, 2014.
3. The results show increases in total visitors of 8.63% and visitors from top search engines after annotations, indicating annotations may help increase website visibility. However, longer term analysis is needed to draw definitive conclusions.
This document outlines publication rules for disseminating content from the Tourismusverband Innsbruck (TVb) website to various social media channels. It analyzes the types of content published on the TVb Facebook, Twitter, YouTube, and blog pages. Based on this analysis, it defines mappings of content categories from the TVb website to different channels. It also describes workflows between channels and necessary content transformations for each category and channel. The goal is to automatically publish relevant content from the TVb website to social media channels based on these defined rules.
This document presents an implementation of content and ontology mappings for a tourism organization using object models. It describes 10 main object models that were created based on Schema.org vocabulary. Relationships between the objects are explained through figures. The current implementation extracts RDF triples from HTML and stores them in a triple store. Objects are then instantiated from the triples, though complex associations are ignored. Using an RDF framework called RDFBeans is proposed to fully represent the RDF graph through instantiated objects. Discussion points include keeping Schema.org structures where possible and a new idea to use an RDF reasoner instead of rules.
The document summarizes mappings between content from the Tourismusverband Innsbruck's (TVB) social media channels (Facebook, Twitter, YouTube) and the TVB ontology. It analyzed each channel over the past 6 months to identify common content types (e.g. hotels, events, places of interest), which were then mapped to classes and properties in the TVB ontology using schema.org vocabulary. Tables in sections 2-4 provide examples of mappings for different content types from each individual social channel.
The document summarizes the website ttr.tirol.at, an information portal on tourism in Tirol, Austria. The portal provides statistical, business, and strategic information on tourism to interested parties. It is managed by Tirol Werbung, the Tirol promotion agency, and MCI III. Visitors can access key tourism facts and statistics for Tirol and Austria, data on important visitor markets, and information on marketing, research, and innovation in tourism. While registration is required, the information may not be used without permission of the site operators. The site was launched in 2009 and relaunched in 2012.
TrustYou is a data and technology company that collects, analyzes, and provides access to social media content like online reviews and posts about hotels, accommodations, and restaurants. It offers tools for social media monitoring and semantic search across multiple languages and industries. Specifically, it provides widgets and software to monitor brand reputation, analyze customer sentiment, and integrate user reviews on websites.
This document provides information about the website www.sti-innsbruck.at, a travel guide website founded in 2008 in Vienna, Austria. It has 15 employees and provides crowd-sourced travel information from its community as well as curated guides. It earns money through advertising and selling premium guides available on its mobile apps. The website also features augmented reality and allows users to access travel information offline.
Tripbirds is a hotel booking site that aggregates data from social networks like Facebook and Instagram. It shows users if any of their Facebook friends have checked into a place they are searching for. The site also displays photos from Instagram and reviews from booking.com for each hotel. Tripbirds gets a 10% commission from booking.com for any bookings made through the site. It is based in Stockholm and was founded in 2011, receiving $750,000 in venture funding.
Traveltainment provides software solutions for the travel industry to make booking leisure travel easier. It has offices in several European countries and is part of the Amadeus Leisure Group. Its solutions are integrated with major travel portals and agencies in over 30 countries, allowing booking of hotels, reviews of hotels, revenue forecasts, and price comparisons. It offers booking engines, review tools, and other services to internet portals, travel agencies, call centers, and tour operators.
Travel Audience is a travel marketing company founded in 2011 that provides context-sensitive advertisements on popular travel portals in Germany, Austria and Switzerland, reaching over 14 million people per month. They work with over 50 advertiser customers and high-quality publisher partners to place targeted ads for products like hotels, flights, and activities based on location, theme, and customer type. Advertisers pay only for clicks with no setup fees. The company aims to distribute ads across multiple travel platforms but does not explicitly mention social media dissemination.
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This presentation by OECD, OECD Secretariat, was made during the discussion “The Intersection between Competition and Data Privacy” held at the 143rd meeting of the OECD Competition Committee on 13 June 2024. More papers and presentations on the topic can be found at oe.cd/ibcdp.
This presentation was uploaded with the author’s consent.
This presentation by Juraj Čorba, Chair of OECD Working Party on Artificial Intelligence Governance (AIGO), was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
This presentation by Nathaniel Lane, Associate Professor in Economics at Oxford University, was made during the discussion “Pro-competitive Industrial Policy” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/pcip.
This presentation was uploaded with the author’s consent.
1.) Introduction
Our Movement is not new; it is the same as it was for Freedom, Justice, and Equality since we were labeled as slaves. However, this movement at its core must entail economics.
2.) Historical Context
This is the same movement because none of the previous movements, such as boycotts, were ever completed. For some, maybe, but for the most part, it’s just a place to keep your stable until you’re ready to assimilate them into your system. The rest of the crabs are left in the world’s worst parts, begging for scraps.
3.) Economic Empowerment
Our Movement aims to show that it is indeed possible for the less fortunate to establish their economic system. Everyone else – Caucasian, Asian, Mexican, Israeli, Jews, etc. – has their systems, and they all set up and usurp money from the less fortunate. So, the less fortunate buy from every one of them, yet none of them buy from the less fortunate. Moreover, the less fortunate really don’t have anything to sell.
4.) Collaboration with Organizations
Our Movement will demonstrate how organizations such as the National Association for the Advancement of Colored People, National Urban League, Black Lives Matter, and others can assist in creating a much more indestructible Black Wall Street.
5.) Vision for the Future
Our Movement will not settle for less than those who came before us and stopped before the rights were equal. The economy, jobs, healthcare, education, housing, incarceration – everything is unfair, and what isn’t is rigged for the less fortunate to fail, as evidenced in society.
6.) Call to Action
Our movement has started and implemented everything needed for the advancement of the economic system. There are positions for only those who understand the importance of this movement, as failure to address it will continue the degradation of the people deemed less fortunate.
No, this isn’t Noah’s Ark, nor am I a Prophet. I’m just a man who wrote a couple of books, created a magnificent website: http://www.thearkproject.llc, and who truly hopes to try and initiate a truly sustainable economic system for deprived people. We may not all have the same beliefs, but if our methods are tried, tested, and proven, we can come together and help others. My website: http://www.thearkproject.llc is very informative and considerably controversial. Please check it out, and if you are afraid, leave immediately; it’s no place for cowards. The last Prophet said: “Whoever among you sees an evil action, then let him change it with his hand [by taking action]; if he cannot, then with his tongue [by speaking out]; and if he cannot, then, with his heart – and that is the weakest of faith.” [Sahih Muslim] If we all, or even some of us, did this, there would be significant change. We are able to witness it on small and grand scales, for example, from climate control to business partnerships. I encourage, invite, and challenge you all to support me by visiting my website.
This presentation by Katharine Kemp, Associate Professor at the Faculty of Law & Justice at UNSW Sydney, was made during the discussion “The Intersection between Competition and Data Privacy” held at the 143rd meeting of the OECD Competition Committee on 13 June 2024. More papers and presentations on the topic can be found at oe.cd/ibcdp.
This presentation was uploaded with the author’s consent.
This presentation by Yong Lim, Professor of Economic Law at Seoul National University School of Law, was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
Why Psychological Safety Matters for Software Teams - ACE 2024 - Ben Linders.pdfBen Linders
Psychological safety in teams is important; team members must feel safe and able to communicate and collaborate effectively to deliver value. It’s also necessary to build long-lasting teams since things will happen and relationships will be strained.
But, how safe is a team? How can we determine if there are any factors that make the team unsafe or have an impact on the team’s culture?
In this mini-workshop, we’ll play games for psychological safety and team culture utilizing a deck of coaching cards, The Psychological Safety Cards. We will learn how to use gamification to gain a better understanding of what’s going on in teams. Individuals share what they have learned from working in teams, what has impacted the team’s safety and culture, and what has led to positive change.
Different game formats will be played in groups in parallel. Examples are an ice-breaker to get people talking about psychological safety, a constellation where people take positions about aspects of psychological safety in their team or organization, and collaborative card games where people work together to create an environment that fosters psychological safety.
This presentation by Thibault Schrepel, Associate Professor of Law at Vrije Universiteit Amsterdam University, was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
This presentation by OECD, OECD Secretariat, was made during the discussion “Pro-competitive Industrial Policy” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/pcip.
This presentation was uploaded with the author’s consent.
Gamify it until you make it Improving Agile Development and Operations with ...Ben Linders
So many challenges, so little time. While we’re busy developing software and keeping it operational, we also need to sharpen the saw, but how? Gamification can be a way to look at how you’re doing and find out where to improve. It’s a great way to have everyone involved and get the best out of people.
In this presentation, Ben Linders will show how playing games with the DevOps coaching cards can help to explore your current development and deployment (DevOps) practices and decide as a team what to improve or experiment with.
The games that we play are based on an engagement model. Instead of imposing change, the games enable people to pull in ideas for change and apply those in a way that best suits their collective needs.
By playing games, you can learn from each other. Teams can use games, exercises, and coaching cards to discuss values, principles, and practices, and share their experiences and learnings.
Different game formats can be used to share experiences on DevOps principles and practices and explore how they can be applied effectively. This presentation provides an overview of playing formats and will inspire you to come up with your own formats.
Gamify it until you make it Improving Agile Development and Operations with ...
Knowledge modeling of on line value management
1. Dieter Fensel, Birgit Leiter, Stefan Thaler, Andreas Thalhammer, Anna Fensel, and
Ioan Toma: Knowledge Modeling of On-line Value Management. In Post-
Proceedings of the 9th Extended Semantic Web Conference ESWC2012, Heraklion,
Crete, May 27-31, 2012.
Knowledge Modeling of On-line Value Management
Dieter Fensel, Birgit Leiter, Stefan Thaler, Andreas Thalhammer, Anna Fensel, and
Ioan Toma
STI Innsbruck, University of Innsbruck, Austria
Abstract. We discuss the challenge of scalable dissemination and
communication approaches in a world where the number of channels is growing
exponentially. The web, Web 2.0, and semantic channels have provided a
multitude of interaction possibilities providing significant potential for yield,
brand, and general reputation management. Our goal is to enable smaller
organizations to fully exploit this potential. To achieve this, we have developed
a new methodology based on distinguishing and explicitly interweaving content
and communication as a central means for achieving content reusability, and
thereby scalability over various heterogeneous channels.
1 Introduction and Motivation
In current times, it is (in principle) possible to instantly communicate with a large
portion of the entire human population. Nevertheless, new means also generate new
challenges. Take the world of the TV consumer as an example. Twenty-five years
ago, there were around three channels. Therefore, selecting your program was a rather
trivial task which required no more than a few seconds. Whilst hundreds of channels
have been added, thousands of channels have been connected via the Internet, where
extremely large libraries of videos (which go beyond the metaphor of a ‘channel’),
currently define the content. The consumer could now spend a lifetime in search of a
program he or she wishes to watch. Obviously, consumers require new skills and
more efficient access means to scale and filter the exponentially increased offer.
Precisely the same is needed for our overall approach to on-line (or Internet-based)
communication. Assume the task of a small hotelier. How can it be ensured that the
hotel is found by potential customers, i.e., how can she find them? The hotelier should
have a website with high visibility on various search engines and must be present in a
large number of on-line booking channels. We should find the hotel on the town's
website, and the hotel should have a Facebook page, perhaps with a booking engine
included. Bookings made through mobile platforms are increasingly popular, and the
hotelier would want to be found there too. Why not add a video about the hotel on
YouTube, a chat channel for instant communication, fast email and fax response
capabilities, the old-fashioned telephone, and occasional tweets and emails that are
clearly distinguishable from spam? Preferably the communication should be multi-
directional, i.e., the hotelier should realize when one of his posts gets commented on
(up to a full-fledged impact analysis), or even more importantly, the hotelier should
2. 2
know when someone talks about the hotel, and how much the costumer liked it. As
much as this is needed, this obviously does not scale and [15] calls it “the growth of
the multichannel monster”. Organizations of all sizes, commercial and not-for-profit,
regularly face the challenge of communicating with their stakeholders using a
multiplicity of channels, e.g. websites, videos, PR activities, events, email, forums,
online presentations, social media, mobile applications, and recently structured data.
The social media revolution has made this job much more complicated, because:
the number of channels has grown exponentially,
the communication has changed from a mostly unilateral "push" mode (one
speaker, many listeners) to an increasingly fully bilateral communication,
where individual stakeholders (e.g. customers) expect one-to-one communica-
tion with the organization, and the expected speed of reaction is shrunk to al-
most real-time, and
the contents of communication becomes more and more granular and increa-
singly dependent on the identity of the receiver and the context of the commu-
nication.
Organizations need an integrated solution that provides management and execution
of communication goals in a mostly automated fashion, with costs equivalent to mass-
media communication, along with the granularity of individual experts, and at the
pace of real-time social media. We are aiming to mechanize important aspects of
these tasks, allowing scalable, cost-sensitive, and effective communication for small-
or-medium sized business units and comparable organizations for which information
dissemination is essential but resources are significantly limited. Additionally, it may
also help intermediaries such as marketing agencies to extend their business scope by
increasing the cost-effective ratio.
The remainder of this paper is structured as follows: Section 2 analyses the major
goals that may underlie communicative interaction of an organization with a larger
audience. Section 3 sketches the major technical elements that we developed to
implement a common value management framework. Section 4 discusses some of the
related work. Finally, conclusions are provided in Section 5.
2 The Aspects of Value Management
Scalable, multi-channel communication is a difficult challenge. In order to better
understand it, we want to clarify the various underlying goals that it should achieve.
Agents often connect (directly or indirectly) economic interests with their
communication activities. In the following, we discuss different economic contexts
for the communication approaches of organizations.
2.1 Yield Management
Yield or revenue management “is an economic discipline appropriate to many service
industries in which market segment pricing is combined with statistical analysis to
expand the market for the service and increase the revenue per unit of available
3. 3
capacity” [8].1
Short-term increase of income is a valid target for a business entity;
however, it is quite tricky to realize in a multichannel world. For many channels,
visibility is achieved through low prices. However, channels also often require price
constraints on the price offers of other channels. Some channels generate costs
without guaranteeing actual income. A hotel needs recommendations for what needs
to be done and the support to do it, e.g. possible actions would be to reduce their price
by 10% or to include more amenities and supplements.
Many solutions to yield management are based on complex statistical methods and
complex domain assumptions on how variation of the price can influence the number
of bookings of a service. However, a multi-directional multi-channel approach must
also rely on Swarm intelligence. 2
Observing in real time the reaction of customers and
competitors will be a key to achieving successful on-line marketing. Adapting an
offer dynamically in response to the behavior of the (on-line visible) environment will
become critical for economic success.
2.2 Brand Management
Yield management tries to maximize the immediate revenue of an organization.
However, communication is also very important in relation to the long-term value of a
company. Actually, the reputation of a company can be viewed as one of its most
important assets. Proper management, such as managing the value of brands, may be
essential for its long-term economic success. This may conflict with revenue
management. In many cases, it may be useful for short-term income management to
reduce the price of the offering, which on the other hand can diminish and undermine
the long-term income that is generated through a general price profile indicating
quality and exclusivity.
2.3 Reputation Management
The economic impact of proper reputation management is evident when we talk about
the reputation of economic entities. However, non-profit organizations also have a
need for general reputation management and public campaigns. 3
“Reputation is the
opinion (more technically, a social evaluation) of a group of entities toward a person,
a group of people, or an organization on a certain criterion. It is an important factor in
many fields, such as education, business, online communities or social status.”4
Here,
it is not the direct and intermediate economic income that matters. It is rather about
maintaining or increasing the appreciation an organization, topic, or certain approach
gains in the public eye. However, even a campaign on a public issue has an immediate
economic dimension to it: trying to use the available budget for it in the most
1
http://en.wikipedia.org/wiki/Yield_management, and Revenue_management
2
http://en.wikipedia.org/wiki/Swarm_intelligence
3
E.g. http://www.readwriteweb.com/archives/how_to_manage_your_online_reputation.php.
4
http://en.wikipedia.org/wiki/Reputation
4. 4
effective way. Therefore, providing means to increase the effectiveness and efficiency
of public campaigns is of high value.
1.4 Value Management
All of the issues above could be viewed as facets of Value Management, where value
is defined as the regard that something is held to deserve, i.e., its importance. Online,
multi-channel and bi-directional Value Management is about disseminating,
communicating, and interacting with large, on-line communities to increase the value
of a certain entity or issue. The value managed could cover issues such as importance,
economic short-term income, or long-term value. [10] identifies the following
activities as part of an on-line based value management: Reputation management;
Competitive Intelligence, i.e., Competitor Observation; Market Analysis; Influencer
Detection; Trend Analysis; Market Analysis; Crisis Management; Issue Management;
Campaign Monitoring; Product and Innovation Management; Customer Relationship
Management; Risk Management; and Event Detection. Obviously, these activities
overlap and share many common elements. It would be interesting to reduce these
activities to the set of atomic tasks from which they are composed.
3 A Methodological Approach towards Common Value
Management
We start this section by introducing the underlying idea and major structure of our
approach. We then discuss our information model, channel model, the weaver, and we
sketch some applications of our approach.
3.1 Separating Content and Channel to enable various dimensions of reuse in
transactional communication
The core idea of our approach is to introduce a layer on top of the various Internet
based communication channels that is domain specific and not channel specific.5
So
one has:
information models, that define the type of information items in a domain;
a channel model (or communication model), that describes the various chan-
nels, the interaction pattern, and their target groups;
mappings of information items to channels through weavers; and finally,
a library of implemented wrappers for actual channel instances.
What is essential is to distinguish the communication or channel model from the
conceptual descriptions of the information.6
Our approach requires the creation of a
5
See also as an excellent presentation on this idea: http://www.slideshare.net/reduxd/beyond-
the-polar-bear
6
In analogy to style sheets that separate the contents from its presentation.
5. 5
communication model (i.e., an increasingly complete model of channels), and
knowledge models for each vertical (such as research projects, research institutes,
associations, hotels, restaurants, tourist events, medical doctors, etc.), and finally
linking the knowledge model with the communication model through a weaver that
weaves concepts with channels. Data and information can be expressed at the
conceptual level, which the domain expert understands. Mapping of the different
communication means (where he is not at all an expert) is done automatically after the
first implementation. The difficult dissemination through channels is done
automatically through proper channels that are attached to these concepts.
Currently, all commercially available solutions are only channel centric and do not
provide any built-in support for what needs to be disseminated or where to
disseminate what piece. In our approach, a knowledge-model is built and explicitly
linked with the channel model. This must be done once for a hotel, and can then be
reused for millions of them. That is, we aim for the major elements of reusability:
1. The same information element can be reused for various channels through its
channel independent formulation using the information model.
2. The information model is developed as domain ontology for a certain vertical
area such as tourist accommodations, gastronomy, medical doctors etc. Therefore,
it can be reused for various agents active in the same vertical domain.
These elements of reusability deliver the major contribution to the scalability of
our approach.
3.2 Information Model
An information model is an ontology that describes the information items that are
used in typical communication acts in a certain domain. Many methodologies for
building such ontologies have been developed. Building ontologies can be a time-
consuming and expensive process. Fortunately, we have a strong modeling bias that
helps us to significantly guide and therefore reduce such an effort. We can focus on
the major and typical information items that are used in the on-line dissemination and
communication processes. Therefore, the size of these ontologies in our case studies
(see Section 3.4.), were moderate (around 100 concepts and properties), and many of
these concepts and properties could be reused between different use cases. As a result,
there was a reduced effort in building informal domain models (less than one person
month). After defining an informal model, we formalized this ontology (see [2] for
more details) in a simple sublanguage of OWL-2, since we foresee little need for
reasoning about it. We model structured information items as concepts and non-
structured ones as properties, i.e., we assume simple non-structured values for
properties.
In an intermediate phase of our journey, we also tried to directly use some LOD
vocabularies to model these ontologies. 7
The conclusion from this experience is
shared by [17]: “In contrast to the heterogeneity of the Web, it is beneficial in the
7
We had used a mélange of Dublin Core, FOAF, schema.org, and GoodRelations.
6. 6
application context to have all data describing one class of entities being represented
using the same vocabulary … it is thus advisable to translate data to a single target
vocabulary”. We draw an important conclusion from this: For us, LOD vocabularies
are not means to describe our content models, i.e. they were not really useful for
deriving domain models. That is, we model our information items in a Domain
Ontology that is understandable by the domain experts. Interaction with them is
essential to our approach and therefore understandability of our means towards these
domain and communication experts. For us, LOD vocabularies are means to
disseminate and share information and not means to model information. Ontologies
are always on the brink of being a very specific and well-defined domain model
derived from certain first principles, being very useful for a specific purpose in
contrast to broadly used and consensually developed models used for sharing
information between different viewpoints. Consequently, we live in a world of
multiple ontologies. “We no longer talk about a single ontology, but rather about a
network of ontologies. Links must be defined between these ontologies and this
network must allow overlapping ontologies with conflicting – and even contradictory
– conceptualizations.” [6] We achieve this by weaving our models with LOD
vocabularies when we see a gain in broadening our range of communication through
them.
3.3 Channel Model
“In telecommunications and computer networking, a communication channel, or
channel, refers either to a physical transmission medium such as a wire or to a logical
connection over a multiplexed medium such as a radio channel.” 8
In on-line
communication, we take a broad definition of a channel. A channel is a means of
exchanging information in the on-line space. There is a close relationship between
URIs and channels as each URI can be used as a channel to spread or access
information. However, not each channel directly refers to an URI. For example,
Facebook provides around forty different methods of spreading information not
distinguished by a URI. Additionally, individual information items spread through
Facebook are not distinguished by URIs. In general, a channel can be interpreted as a
“place” where one can find or leave information, whether it is unanimously referred
by a URI or addressed through a service. However, even this is not broad enough. As
described previously, a channel can also be the URI of a vocabulary (or the
formalisms such as RDFa or microformats) that are used to publish the information.
Through use of this URI, only humans or software agents that “speak” this dialect are
able to access this information. Here, the communication channel cannot be
interpreted as a place, but rather as a way to express or refer to the information. In the
following, we want to distinguish channels by the communication mode they support.
8
http://en.wikipedia.org/wiki/Communication_channel
7. 7
Communication is based on the broadcasting of information. Therefore, we define
the first category of our channel classification system as channels used for
broadcasting. Here we make a distinction between the publication of mostly static
information and dynamic contents that express the timeliness of an information item.
One way of spreading information is to invite other people to use it. Therefore,
sharing is another category we have identified. It reflects the insight that others are
not passive consumers of our information but active prosumers that should be helped
and supported in their information processing activities. Sharing is the first form of
cooperation. Explicit collaboration through a shared information space is the next
cooperation category we have identified. Collaboration between individuals leads to
groups of people actively organizing their communication and cooperation. Social
networking sites that support groups of people in their information needs are instances
of this next category we have identified. Obviously, the boundaries between these
categories are fluid and many channel providers try intentionally to establish services
covering several of them. Still, it is often possible to identify a major category for
them, which provides means for adding machine-processable semantics to
information.
Broadcasting static information. Websites are an established means of providing
(mostly) static information. Information that reflects the structure of the contents is
provided through websites and they offer a smooth way for users to access this
content. An important addition beyond the dissemination through an owned website is
an entry on other sites such as Wikipedia, the world’s leading encyclopedia.
Broadcasting dynamic information. With Web 2.0 technologies, dedicated
means for publishing streams and interacting with information prosumers have been
added. A first step in this direction is the inclusion of a News section in a website
using blogging tools such as Wordpress. Such news can be further spread through a
news ticker such as RSS feeds and Twitter. Email and Email lists are also well
established means for news dissemination. Especially the latter are a proven means of
broadcasting information and facilitating group discussions.
Sharing. There are a large number of Web 2.0 websites that support the sharing of
information items such as: bookmarks, images, slides, and videos, etc.
Collaboration. A wiki is primarily a means for project internal collaboration.
However, it also becomes a dissemination channel if external visitors have read
access9
. They may then follow the intensive internal interaction that can help to gain a
better and more detailed understanding of externally published results and
achievements.
Group communication. Facebook as a social networking site provides an
additional community aspect, i.e., it forms a community that multi-directionally
shares news, photos, opinions, and other important aspects. Notice that Facebook is
actually not only one, but several channels. It offers more than 40 possibilities
through which to disseminate information. These can also be tightly integrated into
9
Write access cannot be provided due to spamming.
8. 8
Web 1.0 pages, such as that of the New York Times. 10
Google+ may have the
potential to become a major competitor of Facebook. Therefore, it should also be
included in a social networking site strategy. LinkedIn and Xing are focused on
professional use and perfectly fit the purpose of research organizations.
Semantic-based Dissemination. An important approach to broaden the scope of
a dissemination activity is to add machine-processable semantics to the information.
With this approach, search and aggregation engines can provide much better service
in finding and retrieving this information. Semantic annotations injected in websites
are used by search engines such as Google to provide a structured presentation of the
contents of websites, such as that shown in Figure 3, which can be analyzed by the
format and vocabulary used. “This data may be embedded within enhanced search
engine results, exposed to users through browser extensions, aggregated across
websites or used by scripts running within those HTML pages.”[21] Already more
than 60 million web domains are using machine-processable meta data. 11
There are various formats of adding machine-processable semantics to data. First,
there are three competing means of including semantics directly in HTML/XML files:
(1) RDFa adds a set of attribute-level extensions to XHTML enabling the embedding
of RDF triples; (2) Microformats directly use meta tags of XHTML to embed
semantic information in web documents; (3) Microdata use HTML5 elements to
include semantic descriptions into web documents aiming to replace RDFa and
Microformats.12
For the moment, we have three competing proposals that should be
supported in parallel until one of them can take a dominant role on the web.13
Instead of including semantic annotations in XHTML documents, i.e., injecting
machine-readable contents into content that is meant for direct human consumption,
they can also be provided for direct machine consumption. A straight-forward way is
to publish an RDF file containing the machine readable data. Instead of directly
publishing an RDF file you can also provide a SPARQL endpoint allowing the
querying RDF information. Instead of retrieving the entire RDF file, directed queries
can be supported with this approach
In addition to predefined formats and technical means, we need to reuse
predefined LOD vocabularies to describe our data to enable semantic-based retrieval
of information. 14
Currently, we use Dublin Core, FOAF, GoodRelations, and
schema.org.
Notice that we use each term of a vocabulary as a potential dissemination channel.
For example, for the PlanetData fact sheet we publish pieces of the information using
the following vocabulary terms: schema:url, foaf:topic, dc:creator, dc:date, dc:subject,
and dc:title.
10
http://www.nytimes.com/
11
Compare http://webdatacommons.org/
12
See [21] for more details.
13
Compare http://webdatacommons.org/
14
More than a hundred of them are listed at http://labs.mondeca.com/dataset/lov/index.html.
9. 9
3.4. Weaver
The central element of our approach is the separation of content and communication
channels. This allows reuse of the same content for various dissemination means.
Through this reuse, we want to achieve scalability of multi-channel communication.
The explicit modeling of content independent from specific channels also adds a
second element of reuse: Similar agents (i.e., organizations active in the same
domain) can reuse significant parts of such an information model.
Separating content from channels also requires the explicit alignment of both. This
is achieved through a weaver. Formally, a weaver is a set of tuples of nine elements:
1. An information item: As discussed in Section 2, it defines an information
category that should be disseminated through various channels.
2. An editor: The editor defines the agent that is responsible for providing the
content of an information item.
3. An editor interaction protocol: This defines the interaction protocol governing
how an editor collects the content.
Elements 1 to 3 are about the content. They define the actual categories, the agent
responsible for them, and the process of interacting with this agent. Elements 4 to 9
are about the dissemination of these items.
4. An information type: We make a distinction between three types of content: an
instance of a concept, a set of instances of a concept (i.e., an extensional
definition of the concept), and a concept description (i.e., an intensional
definition of a concept).
5. A processing rule: These rules govern how the content is processed to fit a
channel. Often only a subset of the overall information item fits a certain
channel.15
6. A channel: The media that is used to disseminate the information.
7. Scheduling information: Information on how often and in which intervals the
dissemination will be performed which includes temporal constrains over multi-
channel disseminations.
8. An executor: It determines which agent or process is performing the update of a
channel. Such an agent can be a human or a software solution.
9. An executor interaction protocol: It governs the interaction protocol defining
how an executer receives its content.
First, the information types distinguish whether one wants to disseminate a general
description of the information item, an instance of the information item, or a set of all
instances. For example, we want to find an overall description of scientific
presentations (what is their general theme) and a set of all presentations at a defined
place on the web. The former may be placed on the project website and the later may
be placed on SlideShare as a means to share presentations. Finally, a single instance
may be broadcast as news through the various news broadcasting channels. Now, take
a single presentation as an example. The title, author, abstract, and event it was given
15
In case of LOD this can be an R2R mapping rule [4].
10. 10
may form the news. The title, author, and a short notion of the event may define a
tweet, and the slides themselves may go to SlideShare. That is, the information item
must be processed to fit the various dissemination channels. A channel is a URI or an
API of an existing web service. Scheduling information defines temporal constraints
for dissemination in a single channel and for dependencies between multi-channel
dissemination. For example, a new presentation will be announced once. However, an
event may be announced as soon at it is defined and a reminder may be sent out when
certain deadlines (for submitting papers or for early registrations) are near. News may
first be published on the website. Then, an excerpt of the news together with its URI
will be published as a tweet.
A weaver is basically a large collection of tables specifying what is disseminated
by whom to where. Interaction protocols, rules, and constraints further guide this
process. Such a manual is of extreme importance to manage the on-line
communication process.
3.5 Use Cases
We developed and applied our approach in three major case studies: the European
Semantic Web Conference Series (ESWC) 16
, the PlanetData project 17
and the
Semantic Technology Institute (STI) International research association18
.
The mission of the Extended Semantic Web Conference (ESWC) series is to
bring together researchers and practitioners dealing with different aspects of
semantics on the web. Founded in 2004, the ESWC builds on the success of
the former European Semantic Web Conference series, but seeks to extend its
focus by engaging with other communities within and outside ICT, in which
semantics can play an important role.
PlanetData is a semantic technology project funded by the European
Commission. It aims to create a durable community made up of academic and
industrial partners working on large-scale data management.
STI International is a global network engaging in research, education,
innovation and commercialization activities on semantic technologies working
to facilitate their use and applicability within industries and society as a whole.
STI International is organized as a collaborative association of interested
scientific, commercial and governmental parties that share a common vision.
Around 80% of the information items of ESWC, PlanetData, and STI International
are interchangeable due to some simple renaming (e.g., core and associate partner
versus partner and member). This is excellent news and a hint for scalability
especially given the fact that we talk about a research project and a research
association. This could imply that an even higher degree of reuse could be achieved
when applying our information model to tens of thousands of European research
16
http://eswc-conferences.org/
17
http://www.planet-data.eu/
18
http://www.sti2.org/
11. 11
projects (and hundreds of thousands of research projects or millions of projects) on
the one hand, and millions of associations on the other. This is actually the second
major assumption of our approach.19
Reuse of the information model in a certain
vertical area. The costs to build an information models are quickly paid back when
applicable to several entities in a domain. These models empower simple non-IT users
to communicate at the level of their domain knowledge rather than at the symbol level
of various channels and these models can be reused between different players in the
same vertical.
Based on our approach ESWC, PlanetData, and STI International are now
managing their on-line appearance. In total, we have identified around five hundred
different semantic and non-semantic channels in these case studies that are used to
disseminate elements of the information model. Obviously, such a bandwidth requires
a structured and mechanized approach. Based on our approach, around 300 concepts
and properties, 500 channels, i.e., more than 100,000 potential content-to-channel
mappings are run efficiently by a very small dissemination team.
4 Related Work
Many aspects of our work clearly relate to different fields that have been explored
before. Generally, we see two specifically related areas: Ontology-based content
management systems (CMSs) for websites and Semantic matchmaking of senders and
receivers of content. Both areas will be briefly described and compared.
The field of semantics-based or enhanced CMSs has already been quite thoroughly
explored. One of the earlier approaches to ontology-based website management is the
OntoWebber system described in [9]. The proposed three-way approach of “explicit
modeling of different aspects of websites", “the use of ontologies as foundation for
Web portal design", and “semi-structured data technology for data integration and
website modeling" presents an early but comprehensive approach to semantifying
CMSs. OntoWebber introduces an integration layer which adapts to different data
sources. This is related to our weaver concept introduced in Section 4, but, in contrast,
the weaver adapts to different channels rather than to different information sources. A
year later, in [18], Sheth et al. introduce the SCORE system, which defines four key
features: semantic organization and use of metadata, semantic normalization,
semantic search, and semantic association. Although written in the early days of the
Semantic Web, the paper covers topics such as metadata extraction from unstructured
text and automatic classification that may also become relevant to our approach. [7]
introduce “The Rhizomer Semantic Content Management System” which integrates
services with metadata browsing, editing, and uploading, continuing their earlier work
on the Knowledge Web portal. [5] proposes a Linked Data extension for Drupal that
enables content annotation with RDFa and provides a SPARQL endpoint. The British
national broadcaster BBC started to integrate semantic technologies (i.e. Linked Data)
19
The first one is that is that it will pay back to model the information independent from the
multitude of dissemination channels, ensuring reuse over them.
12. 12
in 2009 in order to integrate various data and content sources distributed throughout
the enterprise [12]. As a result, as reported in [3], BBC's World Cup 2010 site20
is
based on semantic repositories that enable the publishing of metadata about content
rather than publishing the content itself. While the data input is fixed, different
schemas for the output are defined. However, as only one channel for output is
considered, the mapping performed is quite straight-forward. In contrast, our system
accounts for different information needs of various and heterogeneous channels and
therefore enables the distribution of content through different portals. Finally, the
European project Interactive Knowledge Stack (IKS)21
focuses on porting semantic
technologies to CMS software solutions.
In a nutshell, all these approaches aim either to help the user publish semantic data
or to use semantic methods to support the content management process for
maintaining websites. We are taking these approaches and generalizing them to
support the overall management of content dissemination in a multi-channel and bi-
directional communication setting. Further, we augment the technical approach with a
methodology and the approach of using vertical domain models, which are shared and
reused in a vertical area instead of being used for a single application only.
Semi-automatic matchmaking is a well-studied field in Artificial Intelligence and
related areas. Obviously we can only select a small sample of approaches in this area,
which focus on matchmaking in regard to content. [11] presents a selective
information dissemination system that is based on semantic relations. In their paper,
the terms in user profiles and terms in documents are matched through semantic
relations that are defined using a thesaurus. Similarly, the approach taken by [14]
introduces selective dissemination of information for digital libraries based on
matching information items to user profiles. Obviously, user profiles correspond to
our channels, however, we instead manually model their relationship with contents.
The system introduced in [13] uses RDF, OWL, and RSS to introduce an efficient
publish/subscribe mechanism that includes an event matching algorithm based on
graph matching. Our approach, in contrast, matches information items to channels
rather than events to users. Also, instead of graph matching, we use predefined
weavers for channel selection. While [14] uses fuzzy linguistic modeling and NLP
techniques for semiautomatic thesaurus generation and performs a matching based on
statistical analysis, we use semantics to manually define the connections between
information items and the channels.
Since we aim for high precision and professionalism in on-line communication, we
see little use for statistical based semantic methods (natural language understanding,
information extraction, etc.). We want to allow the user to abstract from the channel
level to the content level, but we see the need for human involvement in defining the
content-channel mapping and at the content level. However, as we expand towards a
full-fledged value management approach that monitors the entire web space for
important statements, such methods will be needed. Fortunately, a large number of
20
http://www.bbc.co.uk/worldcup
21
http://iks-project.eu/
13. 13
such web analytical toolkits already exist, [10] and [20]22
lists a large number of them
that cover parts of these tasks. However, there is an important need for methods and
integrated tools that cover the multi-channel bi-directional aspects of value
management and provide highly scalable and effective solutions.
5 Conclusions
The following core features characterize our approach:
We use ontologies to model content in order to have a representation layer
independent from the communication channel. We want to achieve reuse of
content over channels allowing small organizations to deal with an increasing
number of communication channels and exploit their potential. The alignment of
content and channel is achieved through a weaver that aligns ontological items
with channels.
These ontologies are not case-specific, but model a certain vertical domain such
as research projects, associations, accommodations, restaurants, bars, touristic
events and services, etc. Therefore, these ontologies and their channel
alignments can be reused on a larger scale, providing a quick return of the
investment necessary to build and maintain them.
Our approach is bi-directional, i.e., in the same way that we disseminate through
concepts we use these concept to aggregate feedback and impact found in
various channels.
We support in an integrated fashion, the dissemination via traditional web
channels, Web 2.0, and semantic based channels, using various formats and
vocabularies.
Based on our approach, ESWC, PlanetData, and STI International are now
managing their on-line appearance. Currently, we are performing additional case
studies. First, we use our approach in the dissemination of other research projects and
associations. Second, we are entering more commercial areas such as eTourim, where
millions of hotels are desperately waiting for a scalable dissemination strategy, given
the fact that soon, around 50% of all room bookings will be done on-line.
Acknowledgements. We would like to thank Anja Bunnefeld, Johannes
Breitfuss, Carmen Brenner, Alice Carpenter, Michael Fried, Mark Greaves,
Marko Grobelnik, Martin Hepp, Lyndon Nixon, Ina O' Murchu, Alexander
Oberhauser, Simeona Pellkvist, Elena Simperl, Corneliu Valentin Stanciu, and
Alexander Wahler for contributions to early drafts of this paper.
22
See also [19] and http://www.somemo.at/?p=474.
14. 14
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