(1)Attracting

Company website shows presence on SM20

Affiliate programme1

Promotions on SM19

(2)Engaging

Campaigns/contest/lucky draws/games9

Creation of virtual communities19

Forum/discussion groups4

Select interaction4

Active participation2

Number of languages0

One17

Two4

Language1

English2

Thai20

(3)Retaining

Dynamic Content16

Hyperlinks to related sites18

SM to company website19

SM to other site4

Company to SM20

Privacy statements3

Discussion forums/campaigns/lucky draws/contests10

(4)Learning

Information captured about customers and prospects8

Market research(proof of tailored content & engagement)16

direct5

indirect(reviews)12

Supporting chat groups 3

(5)Relating

Responding to customers16

Universal2

Personalised 14

Unable to judge0

Personalisation individually addressing members when logged-in2

Update user about content change6

Real time interactions1

Links to core business15

Activities held/discussion topics relating to ticket sale6

Hyperlinks to OTA site19

Promotion20

Attracting

Company website shows presence on SM 20

Affliate programme 1

Promotions on SM 18

Engaging 1

Campaigns/contest/lucky draws/games 9

Creation of virtual communities 19

Forum/discussion groups 4

Select interaction 2

Active participation 4

Number of languages 0

One 17

Two 4

Language 1

English 2

Thai 20

Retaining 1

Dynamic Content 16

Hyperlinks to related sites 18

SM to company website 19

SM to other site 4

Company to sm 20

Privacy statements 3

Discussion forums/campaigns/lucky draws/contests 10

Learning 10

Information captured about customers and prospects 12

Market research(proof of tailored content+engagement) 16

direct 5

indirect(reviews) 11

Supporting chat groups - phase 2 3

Relating 4

Responding to customers 14

Universal 5

Personalised 12

Unable to judge 4

Personalisation individually addressing member when login 6

Update user about content change 6

Real time interactions 1

Links to core business 15

Activities held/discussion topics relating to ticket sale 6

Hyperlinks to OTA site 19

promotion 20