access report ppt
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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
Communities of Practice (COP)
1. What is COP?
Communities of Practice (COP)
2. Dimensions of Communities of Practice
Communities of Practice (COP)
3. Development Stages of Communities
Communities of Practice (COP)
◦ 4. Benefits of Communities of Practice
Problem Solving
Experience Sharing
Help understand
best practice
Knowledge transfer
Innovation
Communities of Practice (COP)
◦ 5. Challenges in Developing a Community
Goal identification
Discussions and goal alignment
Changing interest
Managing growth
Attracting members
Communities of Practice (COP)
◦ 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
Social Media Monitoring Tools
Social Media Monitoring Tools
◦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
Social Media Monitoring Tools
◦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
Social Media Monitoring Tools
◦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
Access Community Development◦2. Analysis of Competitors Communities
SAP
Access Community Development◦2. Analysis of Competitors Communities
Salesforce
Access Community Development◦2. Analysis of Competitors Communities
SugarCRM
Access Community Development◦2. Analysis of Competitors Communities
SAGE
Access Community Development◦3. Analysis of the Customers
Social Media Integration
Social media
integration
Access Community Development◦3. Analysis of the Customers
Industries to Target
Industries to target
Access Community Development◦3. Analysis of the Customers
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
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
Professor Mary Rose
Dr. Paul Rayson
Mr. Chris Tossell
Mr. Alex Reevse
Mr. Tim Cole
Ms. Tracy Wiseman
Miss Julie Secondo