Webjam Activate Services Overview
Version: Final – Date: 01-07-10
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Webjam Activate – a model for engagement Social Media engagement is all about interacting with your communities, but what makes the difference between success and failure is how those communities are brought to life. Only by making them strong and sustainable will you achieve the level of engagement activity you’re after. Webjam’s model for engagement is based on 4 steps; define the listen, create communities, act proactively by engaging with them and measure the results. Then, following detailed analysis of each phase, we turn the measurement results into concrete conclusions by identifying hot topics and issues which, in turn, allow the engagement to become even more targeted.
Listen Here you define the key stakeholders in the community. You listen to what they are saying and see what tools they are using. Then, by gauging their level of social media involvement, you are able to segment them. Page | 2 Webjam – July 2010
Create Next you develop the engagement strategy and get to work on creating great content. This can be made up of tools, widgets, apps, videos, photos, or even ideas. Anything really, so long as it is relevant. Act This is the key phase in any social media engagement plan. It’s where you mingle with the tribes, play their games, talk to them, and connect using the same tools they use to encourage the sharing of content. Content sharing is what powers your social media strategy. We call it the social media centrifuge. Good content leads to new activities leads to new content. Measure Finally, you measure the effectiveness of your social media outreach. You can do this by analysing traffic, levels of engagement and brand sentiment. This data is then used to finetune the strategy to build on the creation of new communities and content. This process of community building is ongoing and takes time, and we’re here to help. Everything Webjam has to offer, we have built ourselves, and our inbuilt strategy for learning forms the foundation of our approach. Each phase is supported by documentation of best practices with training provided where needed in creating great content, maintaining successful engagement and managing moderation.
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WEBJAM Engagement It’s easier to build the platform for the community, than the community for the platform Our engagement skills are focused on helping you develop your social media strategy to maximize the success of your Social Media deployment. Our engagement team will ensure your requirements are translated not only in architecture and design, but also by engagement and campaign ideas that will power community building. Below is an overview of our engagement services. Items marked (x) are included in our standard offering.
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Social media audit: We analyse your existing internal and external social media activities and present a recommendation on how to best apply social media for your organisation.
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Community analysis: We help you define your engagement mission, vision and objectives, design your community architecture and we can help you polling your existing communities to find out what they are talking about, what tools they are using and what type of engagement they prefer.
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Community engagement strategy: We provide advice and help you in developing your community building strategy based on our engagement model of Listening, Creating, Acting and Measuring.
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Engagement analysis: We constantly analyse the levels of engagement and give instant advice on how to make improvements. We can also change and update content for you if that’s what’s needed.
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Community management: We plan and execute your engagement strategy and deployment by acting as your community editor and by developing and expanding community content and activity.
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Community training: We train users, coordinators and community members in all aspects of site management and engagement.
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Content Management: We manage all aspects of centrally and user- generated content, including creating, editing an archiving.
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Engagement guidelines: We provide editorial and community guidelines for community members designed to your specifications.
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WEBJAM Moderation Our moderation services are geared towards providing you with the tools you need to effectively manage all aspects of managing your community and the content that is being generated. Our platform has inbuilt moderation tools on either a module or site level automating a number of the moderation tasks. Our moderation administration Panel is your entry to all the moderation tools that are embedded in the Webjam platform. It allows you to manage templates, premium settings, networks, members etc. You can access all client channels and user’s sites associated with that client and delete content, change settings, modules, styles and members within a user’s site if required. Our standard moderation tools include: •
Forum moderation (post-moderation in which editors, co-editors & appointed member-moderators create new forum topics, make topics sticky, remove posts & topics and change settings.
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Blog moderation (pre- and post-moderation) in which editors, co-editors & appointed member-moderators approve comments (pre-moderation) or remove comments (post-moderation).
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Members customised registration form with questions to vet potential members.
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Page and module privacy settings to control who sees what, e.g. forum module set to members-only.
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Bayesian spam filter and comment restriction for commenting in dashboard, blogs and forum modules and with settings to allow members-only commenting within designated modules.
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Private moderation page containing spam and moderation dashboard (postmoderation) to monitor comments on dashboard, blogs & forum modules. Users can flag content as inappropriate (thereby hiding it). Site admin can delete or allow content and can also mark content as spam.
Other moderation services include: •
Webjam Customer Support is available for member-reported issues through 'Report an issue' link. There is also the additional ability to add custom footer or custom contact form with contact information for client.
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Webjam can provide module level and/or site level moderation on behalf of the client, or work with a client's third party moderation provider.
• Webjam can run webinars on creating and managing your own social network on Page | 6 Webjam – July 2010
Webjam or we can run specific training with guidelines and tips on how to execute, manage and track module and site level moderation. •
Moderation consultancy to advice on moderation approach and editorial Guidelines for usage and forum rules, specific to client.
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WEBJAM Analytics Measuring the impact and results of your social media outreach is key to fine-tuning your strategy and measuring your ROI. Once your campaign is underway, you will be flooded with data flowing into and out of your organisation. This can present a challenge, but we can help you turn it into an opportunity. Webjam Analytics is our data collection and analysis tool that enables you to assess the performance and effectiveness of your social media site, your community and your online reputation. It means we can supply you with regular stats reports and analysis as well as relevant conclusions on how to interpret the data. We analyse traffic in page views, returning visitors, member activities, community engagement, reputation and brand sentiments, both positive and negative. You can even tailor the stats to your own reporting environment so you can access the raw data through our analytics dashboard and import it into your own statistics package. The basic Webjam analytics offering consists of: Web Analytics • Graphical stats reporting on page views and unique visitors standard module in Webjam platform •
We measure, collect and report on all community traffic data to enable you to optimize and understand web usage of your community.
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Data we track include total viewers, returning viewers, new viewers, page views, landing page monitoring, number of new users, origin of new users, returning users.
Social Analytics • We measure and report on community engagement levels summarising relationships and flows between people, groups, organisations and activities within your community. •
Data we track include user activities (blog posts, form entries, comments etc.) Replication activity, Average time on site, Returning logged in viewers, Number of owners, editors, contributors, User segmentation, User rankings and Activity rankings.
Data Retrieval • Monthly performance and stats report supplied by Webjam. •
You will have your own web analytics dashboard with a daily, weekly and monthly overview of the above.
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3rd party analytics integration with 3rd party apps like Omniture, Webtrends, Google Analytics or via page pixel.
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We can also develop bespoke analytics for you in the areas of: •
Mining, analysis and reporting of opinions, sentiments and activities that determine the attitude of individuals, or the community, to certain topics and brand metrics.
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Within this area we can deliver brand keywords analysis, topic rankings, topic interactions, positive/Negative sentiment areas, stakeholder reputation and community reputation.
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We can segment your community (spectators, commentators, posters, uploaders, bloggers etc.) based on engagement activities.
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Performance and activity analysis of bespoke modules
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Performance and activity analysis of sub communities
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Integration with other apps like CMS or Marketing database systems.
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Export raw data into client data warehouse
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