communities >> promoting interaction >> adapting services
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Communities >> Promoting Interaction >> Adapting Services. Presented by William Hann Managing Editor, Free Pint. Content. Knowing who your users are Knowing what they want Promoting interaction & repeat visits Repeat traffic Quality of the Bar Content Customer service. - PowerPoint PPT PresentationTRANSCRIPT
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Communities>> Promoting Interaction>> Adapting Services
Presented byWilliam HannManaging Editor, Free Pint
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Content
• Knowing who your users are
• Knowing what they want
• Promoting interaction & repeat visits– Repeat traffic– Quality of the Bar– Content– Customer service
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
What is Free Pint?
• Community of 28,000 business information searchers
• Twice monthly newsletter seen by over 100,000 readers
• Research forum (the “Bar”), book reviews, events, news, “tipples”
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Knowing your users
• Registration
– Short
– Optional
– Terms of Use andLegal Notices
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Knowing your users
• Manual tally sheets• Telephone responses• Customer service
– Speed of response– Politeness and respect– Reliability– Hand written compliments slips– Beermats
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Knowing what they want
• Reading lists(LIS-LINK, BUSLIB-L etc.)
• Keeping in touch (articles, Favourite Tipples, book reviews)
• Read all postings at the Bar
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Free Pint Bar
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Repeat Traffic
• Bar Digest– All postings emailed 3 times a
week
• Daily Tipple
• Bar submissions by email
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Repeat Traffic
• Bar summary in newsletter
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Repeat Traffic
• Account Management
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Repeat Traffic
• Personalisation
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Quality and Content
• Quality– Quality of Bar postings and
correction of errors– Delete rude postings
• Content– Quick Tipples on homepage– Newsfeed, events and book
reviews with purchase options
Community Interaction and Service Adaptation
Fre
e P
int
The Business
InformationCommunity
Communities>> Promoting Interaction>> Adapting Services
Presented byWilliam HannManaging Editor, Free Pint