Customers have different needs from organisations that make use of online communities. These include:
1) Information, reviews and opinions about new products
2) To get discount vouchers or coupons
3) To join a fan community
4) To complain about a product or service
5) To gain genuine customer feedback
6) To find out about upcoming products
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Organisations use online communities to:
1) Use online communities to attract new customers
2) Increase customer loyalty
3) Create a connection with customers
4) Receive feedback to make changes
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Ease Of Use
Online communities need to be easy to use.
They will probably want software to be modern, user friendly, easy to learn and engaging.
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Performance And Productivity
The performance posts to social media and online communities can be improved by:
Making sure that video and images have appropriate file sizes.
Using web servers that can process pages quickly.
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Organisations will use software that
can make them more productive
Software such as Tweet deck or Hootsuite allow
many accounts to be monitored at the same time.
Tweets can be scheduled for release on a future date and time.
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Organisations will often monitor many metrics to measure the success of their online presence
These include:
1)Page likes
2)Page reach
3) Reposts/retweets
Organisations may also monitor employees use
of social media for personal and business use.
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How can an organisation prevent hacking?
1) Use strong passwords
2) Use two factor authentication
3) Levels of access
4) Monitor account
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Why Websites Crash
There are a number of reasons why websites don’t work when users try to visit them
1) Programming bugs
2) Too much traffic
3) A loss of interaction with the server
Many reasons are security related, including:
Distributed Denial of Service attacks
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Availability
Many organisations will manage their own online communities or make use of social media
These communities operate throughout the day and night.
Organisations may need to employ people in different time zones to respond to their community.
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Accessibility
There are a number of ways that apps and websites can be made more accessible. These include:
Navigation assistant, Keyboard shortcuts, Screen readers, Captions, Ability to change text size, Alternative text or images.
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Costs
There are many costs that businesses need to consider when using online communities.
1) employment of people
2) outsource management of social media
3) cost per click
4) paying influencers to promote a product
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Implementations
When implementing an online community an organisation will need to consider:
1) Timescales
2) Testing
If a website is being made to create an organisation’s own online community then this will need to be tested.
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Replace or integrate
When a new technology or software product appears, organisations must decide whether it will be integrated or replace their existing methods.
For each of the following, decide whether an organisation is most likely to replace or integrate newer technology
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Replace or integrate
An organisation will often use methods such as:
Sending out letters via post, Sending printed catalogs, Using print adverts in newspapers, Allowing customer feedback via post, Email merge can be used to improve productivity, Websites can replace the need.
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Other cards in this set
Card 2
Front
Customers have different needs from organisations that make use of online communities. These include:
Back
1) Information, reviews and opinions about new products
2) To get discount vouchers or coupons
3) To join a fan community
4) To complain about a product or service
5) To gain genuine customer feedback
6) To find out about upcoming products
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