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Consumer Technology and Community Management. How innovations built around the consumer are changing business practices in community management. Introductions. Mike Hardy President & CEO at TOPS Software Joined TOPS in 2009 Focus on improving technology & processes

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consumer technology and community management

Consumer Technology and Community Management

How innovations built around the consumer are changing business practices in community management

introductions
Introductions
  • Mike Hardy
    • President & CEO at TOPS Software
      • Joined TOPS in 2009
      • Focus on improving technology & processes
    • Been in technology since 1997
      • Part of Vocus(VOCS), top performing IPO of 2005
        • Inc Fast 50 company for years
    • Graduate of Radford Unviersity
the way things were
The way things were
  • Welcome to the 70s!
    • How many of you were in community management in the 70s?
    • Every thing was manual
    • Ledger cards for tracking receivables
    • Phones were public
    • Inspections – a yellow legal pad
    • Staff time was staggering and an impediment to growth
    • Transformational tech?
      • The Desktop calculator
the way things were1
The way things were
  • Welcome to the 80s!
    • How many of you were in community management in the 80s?
    • Phones were public
    • Inspections on a yellow legal pad
    • Communications? Phone and letters
    • Transformational tech?
      • The PC
the way things were2
The way things were
  • Welcome to the 90s!
    • Who was in community management in the 90s?
    • People used pagers!?
    • Inspections done on yellow legal pads
    • Communications ? Phone, letters, maybe some email
    • Transformational tech?
      • The mobile phone
the way things were3
The way things were
  • Welcome to the new millennia!
    • Email becomes ubiquitous
    • PDAs arrived (and disappeared)
    • Mobile phones become cheaper
    • Inspections, still done on yellow legal pads
    • Social media and texting begin to appear
    • Communications? Phone, letters, email, websites
    • Transformation tech?
      • Community websites
the way things are
The way things are
  • Welcome to 2013(4)!
    • Smartphones replace cell phones
    • Tablets making inroads on laptops
    • Social media is everywhere
    • People are always online – the Cloud
    • Inspections - mostly done on yellow legal pads
    • Communications? More than you can even list!
  • So how are smart managers embracing these innovations?
transformational tech
Transformational tech
  • Through the years, savvy community managers leveraged new technologies to improve efficiency.
    • They recognized these were transformational technologies
  • USA Today – 1/12/12 – “Small Business Strategies: Seven trends you can\'t ignore”
    • Journalist asked are you running your business like it’s 1982 –if you’re not investigating the following you might be
      • The Cloud
      • Social media
      • Mobile
      • Hiring
      • Credit
      • Analytics
      • Global
what is cloud computing
What is Cloud Computing?
  • The use of computing resources (hardware and software) used over a network (the Internet).
  • We use Cloud Computing all the time!
      • Banking
      • Phone/Tablet apps
      • Online shopping
      • Internet backup
      • Photo sharing
  • Why use it for community management?
cloud computing takeaways
Cloud Computing Takeaways
  • Expand business to satellite locations
  • Allow for telecommuting of staff
  • Access key systems 24/7
  • Eliminate internal IT hassles
  • Focus on core business
  • Find potential revenue savings
  • Enable managers in the field
social media1
Social Media
  • There’s a lot (LOT) out there
    • Invest in a Social Media Management tool (like Hoot Suite)
  • This is the new “Word of Mouth”
    • Your board members and homeowners are already there!
  • Social Media is a Conversation
    • Ask questions and solicit feedback
    • Always respond to all comments and mentions, even negative ones.
    • Speak WITH your readers, not TO them!
social media2
Social Media
  • Facebook
    • 167m users in US
    • Average age = 30.11 y.o.
  • How to use?
    • Create company page (free)
    • Link company to website
    • Personalize company through images and community building status updates
    • Attract followers (Likes)
    • Network with business partners
  • Goal is to build positive impression and drive further interest in services
social media3
Social Media
  • Linkedin
    • 74m users in US
    • 4 out of 5 users drive business decisions(!)
  • How to use?
    • Create a professional profile
    • Connect to business associates - NETWORKING
    • Join groups based on industry topics
    • Company pages to showcase products/services
    • Collect referrals and recommendations
    • Link to company website
  • Goal is to network professionally and drive further interest in your services
yelp angie s list and google
Yelp, Angie’s List and Google
  • Yelp!
    • 86 m visits monthly
    • 36m reviews online
    • Can claim your account
    • Can refute reviews
  • Angie’s List
    • Can claim your profile
    • Reviews tied to user logins = transparency
    • Can refute reviews
  • Google Local
    • Reviews tied to Google Maps
managing review sites
Managing Review Sites
  • Take ownership
    • Claim your profile and make sure it’s accurate
  • Respond to positive and negative reviews
  • Direct clients and partners to share positive feedback online
  • Pay attention
    • Reviews may have some truth – do not be afraid to take some internal corrective action
mobility
Mobility

So why are Community Managers still using these?

  • Use of mobile phones and tablets may be the defining technology of this decade
  • Self contained small computers
    • Ghz processors
    • GBs of storage
    • Take HD pictures and video
    • Have GPS capabilities
    • Voice to text recognition
    • Dedicated internet access
    • 1,000s of applications
    • Access cloud data
the future is mobile data access
The Future is Mobile Data Access

TIME SAVINGS!!

30 mins – 2 hours per inspection

the future is mobile data access1
The Future is Mobile Data Access
  • Contact your back office software provider – what do they offer?
    • They are your single best resource – remember to stay connected
  • Look at the device landscape and carriers
    • What is right for you and your team – coverage
  • Devise a strategy
    • Know how you plan to use tablets & smart phones
    • Realistic expectations – this is still very new!
conclusion
Conclusion
  • There are three transformational technologies for this decade
    • The Cloud
    • Mobility
    • Social Media
  • Smart managers should look embrace these where you can:
    • Add value for your clients
    • Improve processes
    • Reduce labor
    • Grow your business
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