Innovations in Consumer Technology & Community Management: Changing Business Practices

1. Consumer Technology and Community Management How innovations built around the consumer are changing business practices in community management

2. 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

3. Trip in the way back machine!

4. 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

5. 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

6. 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

7. 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

8. 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?

9. 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

10. The Cloud

11. 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?

12. Cloud Computing Value

13. 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

14. Social media

15. 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!

16. 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

17. 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

18. What are people saying about your company online? Reviews Matter

19. 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

20. 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

21. Mobile

22. 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

23. The Future is Mobile Data Access TIME SAVINGS!! 30 mins – 2 hours per inspection

24. 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!

25. 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

26. Questions?