This standard is about starting, maintaining, engaging and using online communities. It concerns building and retaining a critical mass of users to ensure communities remain active. It is appropriate for any type of online communities including, but not restricted to, social networks, online worlds and environments, discussion forums, newsgroups and mailing lists.
This is not a technical function, although some technical knowledge is needed.
This standard is for anyone involved in managing online engagement for any type of interactive media content, products or services for multi-platform or multi-channel use, including, but not restricted to, games, websites, applications or online marketing campaigns and can also include the use of immersive technology. (Immersive technology can include, but is not restricted to, Augmented Reality (AR), Virtual Reality (VR) and Mixed Reality (MR).)
Performance criteria
You must be able to:
identify business objectives or other reasons for setting up online communities or social media presence
identify reliable information about target audiences and how to reach them
devise strategies which will engage target audiences
devise editorial, technical and security policies and posting guidelines which comply with legal requirements and the needs of communities
set up online communities or social media presence using appropriate tools, systems or social networks
promote community or social media presence in ways that attract new users
post new messages which stimulate user engagement
judge when it is appropriate to intervene in online communities
respond to questions or other posts in a diplomatic way and without delay to keep discussions going
monitor adherence to editorial policies and guidelines and take relevant action where they are contravened
manage posts in accordance with your organisation’s policies, ensuring you can support your decisions with a clear rationale
mediate between participants when necessary to defuse or head off confrontation
escalate to appropriate authorities when a legal or regulatory breach occurs
record and report data about improvements or changes to the remit and format of online communities in line with organisational systems
Knowledge and understanding
You need to know and understand:
how to identify and define your reasons for maintaining an online community or social media presence
techniques for classifying, characterising and segmenting audiences
where to find information relating to emerging, popular or declining social networks and online communities, or other trends
how to identify social networks, online communities, environments, systems, software or other tools that may be relevant to you
where to find user guides, frequently asked questions, or other sources of help relating to social networks, environments or other tools you are using
the impact of diversity, inclusivity, accessibility, ethics, emotional intelligence and behavioural psychology on online communities
how to use, configure and maintain community software or online social media presence, from a technical point of view
techniques for attracting users to communities and building a critical mass of active participants
how to encourage a sense of belonging and commitment to communities amongst users
how to promote the emergence of volunteer leaders who will help to maintain and police communities
how to deal effectively with inappropriate or anti-social behaviour that could damage communities, such as bullying or personal attacks
common problems that can impact on the sustainability of online communities, particularly relating to size, composition, focus or remit and editorial policy
legal and ethical responsibilities of a publisher, including libel, defamation, taste and decency, incitement to hatred or discrimination
ethical issues such as privacy and freedom of speech
organisational policy relating to improvements and changes to online communities and how to use data to identify them
Overview
This standard is about starting, maintaining, engaging and using online communities. It concerns building and retaining a critical mass of users to ensure communities remain active. It is appropriate for any type of online communities including, but not restricted to, social networks, online worlds and environments, discussion forums, newsgroups and mailing lists.
This is not a technical function, although some technical knowledge is needed.
This standard is for anyone involved in managing online engagement for any type of interactive media content, products or services for multi-platform or multi-channel use, including, but not restricted to, games, websites, applications or online marketing campaigns and can also include the use of immersive technology. (Immersive technology can include, but is not restricted to, Augmented Reality (AR), Virtual Reality (VR) and Mixed Reality (MR).)
Performance criteria
You must be able to:
Knowledge and understanding
You need to know and understand: