Access report PPT

Getting Involved in Communities

ByDan Qing WangMujahid Godil

SupervisorProfessor Mary RoseDr. Paul RaysonMr. Chris Tossell

Presentation Outline

Project Brief & Research Methodology

Communities of Practice (COP)

Theory around Online Community

Social Media Monitoring Tools

Platforms for Community Development

Access Community Development

Future Development

Project Brief and Research Methodology

Project Brief

Access Objective

Our Objective

Business Challenges

Research Methodology

Literature

Interviews

Case Study

Customers Analysis

Types of Communities


1. What is COP?


2. Dimensions of Communities of Practice


3. Development Stages of Communities


◦ 4. Benefits of Communities of Practice

Problem Solving

Experience Sharing

Help understand

best practice

Knowledge transfer

Innovation


◦ 5. Challenges in Developing a Community

Goal identification

Discussions and goal alignment

Changing interest

Managing growth

Attracting members


◦ 6. Developing a Community

Active and Engaging Community

Measuring the value generated by

communities of practice

Provide infrastructure

Identify potential communites of

practice

Theory around Online Communities◦1. What is an Online Community?

A place for a group of people with common or complementary interests who use the internet to communicate, work together and pursue their interests.

Core characteristics of online communities

•who interact socially to satisfy their own needs or perform special roles, such as leading or moderating

People

•such as a goal, interest, need, information exchange, service, or activity which provides the primary reason to participate in a community

A shared purpose

•strong emotional ties and shared activities occurring between participants

Engaging in repeated

•tacit assumptions, rituals, protocols, rules, and laws that guide people’s interactions

Policies

•reciprocity of information, support and services between members is important

Reciprocity

•to support and mediate social interaction thereby facilitating the togetherness

Computer systems

Theory around Online Communities◦2. Membership Life Cycle of Online Communities

Theory around Online Communities◦3. Why do People Participate in Online Communities?

•A person is motivated to contribute to the community in the expectation that he will receive valuable information and help in return.

Anticipated Reciprocity

•People want recognition which is one of the key motivations for people to contribute in an online community.

Reputation

•A person contributes to an online community because the act results in a sense of efficacy. Continuosly making high-quality contribution to the community can help one to believe that he/she is an efficacious person.

Sense of Efficacy

•A person will contribute content or knowledge to a community due to the motivation to help others or do good things without reward. These users make most contribution for helping young communities succeed.

Altruism

•Once a person becomes actively involved in a community, they will feel safe and identification within it. The more friends a person has within a community, the more important it becomes for him/her to come.

Sense of Belonging

Theory around Online Communities◦4. Learn Lessons from Failed Online Community

over 60% of online communities fail to thrive

According to Deloitte consultant Ed Moran

35% have less than 100 members,

less than 25% have more than 1,000

Theory around Online Communities◦4. Learn Lessons from Failed Online Community

Repeat the same mistakes and fail to learn

Businesses are being enticed by fancy technologyLack of proper managementThe wrong measurement metricsLots of noise



◦1. Overview of Social Media Monitoring Tools

Step 1: Listen to your customer’s voice Step 2: Measure and analyze the conversations Step 3: React to the customer feedback

Listening Measuring Engaging


◦2. How to Select Right Social Media Monitoring Tools?

Make a matrix table

Identify which social sites are essential for your company

Identify for what kind of analytical layer the social media monitoring tool

is used

Make profile updated plans daily, weekly, and monthly

Select the suitable package according to cost and features

Refine one or more tools based on the specific social sites


◦3. Comparison of TweetDeck, Hootsuite and Sprout Social

Save social media management time

Targeting Audience

Best Time for Posting a Particular Topic

Track the Engagement Results

Share Progress Reports with Others

Platforms for Developing Communities◦1. Community Platform

A good platform will accommodate all of a community’s activities and offer community a simple entry.

Community platforms need to integrate more web content management tools, social networking sites or other collaboration forms together.

2. Good community platform considerations questions

How simple is the platform to use? Is it easy to set up?

How well does the platform combine the tools that a community needs?

How secure is the platform by using additional component tools?

Does the platform support multiple communities at once? If so, what are the limits and how easy can it launch a new community? Can sub-communities be built easily?

What is the cost to host, access, maintain, and support such a platform?

Platforms for Developing Communities◦ 3. Three community platforms

Huddle Web-based software, strength is the file management Light weighted online platform without online chat, project reporting,

custom themes, time tracking and bug reporting

WordPress Free web-based software, thousands of plug-ins for everything you might

want your site to do, Free support Fairly weak core code, Security issues, too fast upgrade cycle, fake

developers

Central Desktop

Provide a complete SaaS (Software as a Service) solution

Most important advantage is very easy to install

Two great features for collaboration are that its users can make

online documents and have comment boards based around links.

Project management is not the best thing for Central Desktop

Access Community Development◦1. SWOT Analysis

Strengths1. Presence of Access on various social media platforms2. High engagement on the linkedIn user forum3. Presence of most of the customers on various social media platforms4. High enegaement of the customers of Access on social media platforms5. High amount of IT literacy among the employees as well as customers of Access

Weaknesses1. Not much engagement visible on social media platforms except LinkedIn2. Lack of resources in terms of time to develop the community from scratch3. No/Little knowledge of maintaining a community

Opportunities1. Can provide support2. Can get more customers / Generate new leads3. Can become the hub for discussions taking place in the industry4. Can reaise brand awareness by allowing people to share things that is not shared currently. Ex: Crystal report.5. Can easily promote the new community and get the wheels rolling by using social media.5. Can improve the products by pulling ideas from the customer

Threats1. Not all customers of Access get engaged in the discussions2. Customers don't have a community which means they have not yet realized the potential of having a community3. Finding the right platform/tool for community development4. After developing the community it is difficult to maintain it. KLnowledge and experience is required for that.5. Monitoring and managing the community is time consuming. It might force the company to hire more employees or else there would be a lot of pressure on the existing employees.

SWOT

Access Community Development◦2. Analysis of Competitors Communities

◦The four competitors whose communities are analysed

SAP

Salesforce

Sugar CRM

SAGE


SAP


Salesforce


SugarCRM


SAGE

Access Community Development◦3. Analysis of the Customers

Social Media Integration

Social media

integration


Industries to Target

Industries to target


Platforms to Promote Community

Platforms to

promote communit

y

Access Community Development◦4. Proposed Themes for the Community

Recent Industry news

Seminars/ Events

Repository

BenchmarkingForums

Blogs

Idea Transfer

Access Community Development◦5. Implementation Plan for Community Development

Development Phases

Access Community Development◦5. Implementation Plan for Community Development

Relationship between Plan and Implement Phases

Access Community Development◦6. Prototype of the Community

Future Development

◦1. Google+

What is Google plus?

Future Development

◦1. Google+

Interface of Google plus?

Future Development

◦1. Google+

Features of Google plus?

G+ features

Future Development

◦1. Google+

Google+ for Internal Collaboration

Hotmail

Personal email-Gmail

Professional email-Company

email

Google+

Personal account- Faceboo

k

Professional

account- Yammer

Future Development

◦1. Google+

Google+ for External Communities

- Circles

- Streams

- Hangout

Future Development

◦2. Social CRM

Future Development

◦2. Social CRM

What is Social CRM?

Future Development◦ 2. Social CRM

Starting with the Social Customer

The new social

customer

Future Development◦ 2. Social CRM

Evolution from CRM to Social CRM

Future Development◦2. Social CRM

Where Do You Start? Recognize the trend Start the culture change internal Focus on people rather than on technologies Organize your company for social

Who Is the Leading in Social CRM?

According to Gartner:

Leader: Lithium & Jive Software Visionaries: Salesforce.com (NYSE: CRM), Mzinga and KickApps Niche players: the rest

Forecast for Next

Mobile CRM growth accelerates CRM and Social networking sites/tools continue to integrate their

capabilities Social Rankings will become a standard public approach Customer Insight apps leading the way

Future Development◦3. Mobile Website

Project Site

Getting Involved in Online Communities

http://goo.gl/O5h6J

Professor Mary Rose

Dr. Paul Rayson

Mr. Chris Tossell

Mr. Alex Reevse

Mr. Tim Cole

Ms. Tracy Wiseman

Miss Julie Secondo