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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.

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Communities promoting interaction adapting services

Communities>> Promoting Interaction>> Adapting Services

Presented by

William Hann

Managing Editor, Free Pint

Community Interaction and Service Adaptation


Content
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


What is free pint
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



Knowing your users
Knowing your users

  • Registration

    • Short

    • Optional

    • Terms of Use andLegal Notices

Community Interaction and Service Adaptation


Knowing your users1
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


Knowing what they want
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


Free pint bar
Free Pint Bar

Community Interaction and Service Adaptation


Repeat traffic
Repeat Traffic

  • Bar Digest

    • All postings emailed 3 times a week

  • Daily Tipple

  • Bar submissions by email

Community Interaction and Service Adaptation


Repeat traffic1
Repeat Traffic

  • Bar summary in newsletter

Community Interaction and Service Adaptation


Repeat traffic2
Repeat Traffic

  • Account Management

Community Interaction and Service Adaptation


Repeat traffic3
Repeat Traffic

  • Personalisation

Community Interaction and Service Adaptation


Quality and content
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


Communities promoting interaction adapting services1

Communities>> Promoting Interaction>> Adapting Services

Presented by

William Hann

Managing Editor, Free Pint

Community Interaction and Service Adaptation