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Statement Of Moderation Qualifications
- 1. Statement of Moderation Qualifications
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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- 2. “Thank you for your interest in Impact Interactions. We are in business to make your
project and team succeed using the best practices we’ve developed over the past ten
years in social media and online community management.
The team that you will work with hasn’t just read about social media, or used Twitter to
become social media celebrities, or worked solely as part time moderators or chat
hosts; instead they’ve been busy helping some of the largest brands in the world realize
measurable results using social media and online communities. Our team has practical
real world experience which will help your project exceed its objectives.
Impact Interactions is ready to be your trusted advisor and partner in the evolving social
media world. After your review of this introduction, please give me a call to discuss how
we can help you join the list of our successful clients.”
Mike Rowland, President
(410) 604-3304
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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- 3. At Impact Interactions, we know that the success or failure of your site is directly
impacted by how your moderation team is able to balance the needs of your
organization with the needs of your members. Our team has over 25 years of combined
experience in helping large organizations get significant results with their online
communities and social networks. The management processes we bring to our
engagements will help you avoid the mistakes common to many new online
communities and social networks. We are pleased to share our moderation and
management qualifications with you as you consider hiring an outsourced provider.
Our Approach to Moderation:
Moderation activities must balance the results the client desires with the needs of the
members. We do not adhere to the idea that control is transferred to the members.
Rather, our moderation teams facilitate meaningful exchanges between members and
with our clients. To accomplish this balance, our facilitation experience encourages
activity and model behaviors without using a heavy handed approach. We utilize the
existing software administrative functionality wherever possible to manage our clients’
sites but have the capability to build administrative consoles if needed.
To facilitate the growth and results of the online community for our clients, Impact
Interactions provides a trained community management team to moderate and report on
the site’s progress. Community moderation prevents unwanted spam, offensive content,
and copyrighted materials from remaining in the online community. But more than that,
community managers facilitate interactions and act as a first line of customer support for
visitors and members who need help using the site.
We use a centralized moderation approach rather than a group of part time virtual
moderators working from home. By developing a trained professional team that is
engaged with your efforts, we deliver superior results to our clients that virtual teams
cannot match.
We don’t sell software. We use the software that your team has chosen and use it to
facilitate results for you. If you haven’t selected software, we can help guide you through
the process of finding the software which will perform the best for your particular needs.
Lastly, we also believe that moderation doesn’t work in a vacuum. We encourage a
collaborative relationship with our clients and maintain open lines of communication at
all times. Part of this communication includes reporting on our activities and may include
the activities of your members through our monthly insight reports. These reports utilize
both metrics and qualitative insights coupled with our experience based experience to
give our clients a full view of their efforts online.
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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- 4. Our Management Team:
Mike Rowland, President – Mike has lead teams of community management specialists
since 2000. He currently acts as the executive contact for many of our moderation
engagements including our work with NetApp, AARP, SAP, Disney, SHC Direct,
American Chemical Society, and Intel. Mike also guides our consulting practice to
deliver the best practices we’ve gained as a team working with both B2C and B2B
communities. Prior to founding Impact Interactions in 2003, Mike was the Director of
Operations for Participate Systems (aka Participate.com), an early pioneer in
outsourced community management services and reporting, Mike guided the creation,
launch, management, and reporting on over 40 clients. Mike earned a BA in Economics
and an MBA in Marketing/Consumer Behavior.
Lauren Bittner, Social Media Consultant – Lauren has over seven years of experience in
helping companies from Ace Hardware to IBM to McGraw Hill Publishing utilize online
communities to achieve organizationally significant results. In addition to her work in the
community industry, Lauren also has experience in the online marketing, customer
experience, and loyalty programs for clients.
Adam Crawford, Social Media Consultant – Adam is an experienced social media
professional with over ten years experience in helping large organizations with their
social media and online communities. In his experience, Adam has managed teams of
moderators for such diverse companies as NBCi, ATT, AARP, and Ace Hardware.
Further extending his social media experience, Adam was an Account Development
Manager for Open Text, a leading Enterprise 2.0 content management and social
media software company for the past five years. This gives Adam a wide understanding
of not only the processes and procedures for social media programs, but also a solid
understanding of the technology requirements needed for success. Prior to Open Text,
Adam worked for Participate.com
Robert Hu, Manager of Client Services –Robert manages our moderation teams for
clients such Cisco and Disney. He understands the challenges and proper management
techniques to run a successful community. The Manager of Client Services acts as the
first point of contact for our clients.
Our Offices:
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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- 5. Our Moderation Experience:
Cisco Communities – We are currently moderating over 15 communities
for Cisco. This includes the CSC NetPro community, one of the top
destinations on the internet for system architects and network engineers.
Working collaboratively with our team at Cisco, the entire online
community process was created to launch and manage this community of
over 300,000 members. Additional community activities for Cisco include
moderating Partner Central Community for certified partners, SMB
Support Community, Collaboration Products Community, Service
Providers Community, CSC Hall of Fame Program, CSC All-Star Awards
Program, and the project management of NetPro Poland and NetPro
Japan( native language communities in Polish and Japanese).
Disney Parks – Working with The SuperGroup agency our teams
successfully moderated the My Magical Disney Vacation promotion. This
interactive project allowed visitors to the site to upload their photos in
order to edit a “face” headshot for up to five people. These faces were
then uploaded to a Disney flash video based upon the user’s responses to
four questions about vacation likes and dislikes. Once selected, the video
used the faces to show the user’s friends/family enjoying a selected
vacation at a Disney Theme Park. Upon completion of the video, the user
was able to upload the video to his/her Facebook/MySpace page, place a
link on Twitter, embed the video (similar to YouTube) on their own web
page, or email the link to a friend. Our work required us to review each
face for copyright, terms of service violations, and compliance with the
project’s goals.
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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- 6. NetApp – Our consulting team has delivered online moderation and
facilitation training services to the NetApp internal SMEs and community
team. With a focus on the business-to-business (B2B) and developer
community best practices developed by Impact Interactions, we moved
the team away from using many of the business to consumer (B2C)
community processes and techniques which were limiting the success of
their community efforts.
AARP – We moderated the AARP social network and online community
for over four years using multiple platforms (Prospero, Bolt, Pluck). We
moderated the AARP community between the hours of 9:00 am to 12:00
am Monday through Friday, with additional moderation service on
weekends. Our moderators reviewed groups, videos, photos, blogs,
profiles, and acted as the first level of customer support for all members of
the network for this large community. The team handled all community
related emails sent to AARP. During 2008 and 2009, we moderated the
AARP Money Channel Community, a pilot focused upon personal finance
for members.
SAP AG – SAP selected Impact Interactions as its community project
manager due to our extensive knowledge of online communities. With our
assistance, SAP launched an updated online community which gave its
members the ability to personalize the content, interactions, and contact
levels from SAP. Specific moderation work included the training and
mentoring of in-house moderation teams across the globe in local native
languages for communities launched in more than 18 countries. Prior
moderation experience with SAP included global online events (live chats
with webcasts over a twenty four hour period), moderation of the global
business community, and insight reporting. SAP is currently a consulting
client with our work centered in analytics and partner communities.
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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- 7. Intel Software Network – We developed a loyalty program to reward and
recognize community leaders in this software developer community.
Working closely with the existing community team, we taught Intel
techniques in moderation and facilitation to draw out key members of the
community to build additional discussions and relevant content. Our work
also encompassed building out business requirements for Intel’s
community platform vendor to accomplish the feature build out necessary
for success.
ATT WorldNet Services – Our experience in moderating ATT’s
Community Port helped increase the retention rates of their dial up
subscribers. By moderating and facilitating conversations on message
boards, helping members to build personal web pages, hosting celebrity
chats, and maintaining clean discussions in chat rooms, Community Port’s
membership grew over 250% in its first year. (Former client at Participate
Systems)
SoapCity (Sony Pictures Digital Entertainment) – Our experience in
offering interactive features such as viewing games (while shows were
televised), unique online community games and contests using fan
favorites following a Survivor theme, and basic message boards built
repeat visitor levels in excess of 20% on a daily basis (20% of all weekly
visitors came back to the site at least daily). (Former client at Participate
Systems)
Dawson’s Creek (Sony Pictures Digital Entertainment) – Our
experience in managing chats and message boards dedicated to the fans
of the television show, helped SPDE promote the show and to develop
fan interest across the younger audience members devoted to the show
and its characters. (Former client at Participate Systems)
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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- 8. Cabelas.com – Cabela’s is the premier outfitter for serious outdoor
activities. With a large online retail operation to compliment their retail
store strategy, Cabela’s required a more interactive web site to build
repeat visits and drive additional commerce activities. To accomplish this
goal, an online community featuring message boards, photo boards,
games, trophy rooms, and online contests was created. In addition to
helping with technology selection, all processes for managing the
community and reporting on its results were developed. The moderation
for this site was strict due to the potential for controversy in showing
animals killed for sport. (Former client at Participate Systems)
Staffing For Client Projects:
Impact Interactions works with its clients to provide a level of service unmatched by our
competitors who utilize virtual moderation teams composed of college students and part
time independent contractors. Our moderation center in Maryland houses our staff of
fully trained employees who are ready to help you with your communities. Each of our
moderators is fully trained in your software’s admin capabilities, facilitating
conversations online, copyright issues, and techniques to manage flame wars and
unruly behavior online.
To handle our client’s needs, Impact Interactions will staff the project with a client
manager who acts as your day to day contact. The client manager will supervise the
team of moderators assigned to your community or communities.
For clients requiring 24/7/365 moderation, we utilize our partners in Europe and India.
The team members assigned successfully completed our training classes on
moderation. Currently our partners assist us with European assignments and local (non-
English) language moderation clients. By using a “Follow the Sun” approach to
moderation, high activity communities can be moderated in a unified, cost-efficient
manner for our clients.
Contract Duration, Service Level Agreements, and Terms
Impact Interactions prefers to enter into annual contracts with our clients for ongoing
community moderation services. In cases where the project is a campaign running for
less than a full year, we will enter into project specific contracts. To ensure that we meet
our client’s expectations, we will negotiate acceptable Service Level Agreements (SLAs)
that cover our work.
We invoice our clients monthly for our work. Our terms are net 30 days from date of
invoice.
References Are Available Upon Request
©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may
be distributed without written permission of JTS Online Holdings Inc.
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