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Online Communities (Implications (Customer Needs – Online communities must…
Online Communities
Implications
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Employee & Customer Experience – Sites used should be easy to use, quick to load, available anywhere and accessible to employees and customers with disabilities.
Cost – Organisations may need to hire and train staff and might want to pay to boost awareness of their online community.
Implementation – It will take time to implement an online community and will require extensive testing.
Replacement or Integration with Current Systems – Data may need to be transferred and systems may need to be able to communicate with each other. This may cause downtime.
Productivity – Productivity can be improved by aiding communication but can lead to employees being distracted from their jobs.
Working Practices – New guidelines will be needed to ensure correct use of online communities by employees.
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Implications
A good user experience is required to keep users on your site. They expect it to be easy to use to perform actions, it should have good performance, available to them to use and accessible to any individual disabilities.
People use online communities that meet their personal reasons for accessing it. This might be to access the latest news or keep in touch with friends. They also may have individual needs for accessibility for disabled people or for certain devices or connections. Without that they will look at other online communities.
It is free to use for individuals, but advertising must be accepted in its place based on profile information. This can lead to impulse purchases. You also need to pay for an internet connection.
Personal information could be public and misused. Personal information or photos could be used for identity fraud or cyberbullying for example. Employees may see posts and this could affect employment.
User profiles can be hacked and personal data stolen and misused. Not all sites implement the best security procedures and this might lead to bank fraud, identity fraud, cyberbullying etc.
Social Media
Social Media websites, such as Facebook, allow you to visit (or Like) pages dedicated to topics of interest.
Blogs
Blogs & Microblogs are websites where you can write posts about news and opinion on a topic of interest. Vlogs are similar but are done in video form, rather than written posts
Wikis
Wikis are a website where the content is created by a community of users who share a common interest.
Chatroom
Chatrooms are websites that allow for online communities to communicate via short text messages on a shared topic of interest.
Instant Messaging
Instant Messaging allows you to have a text-based, real-time conversation between two people, or a small group.
Podcasts
Podcasts are audio or video files that is shared over the internet to share information on a particular topic.
Forums
Forums are websites where users can post messages which can then be responded to by other forum users to take part in a discussion.