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Implications of Online Communities 2
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Cost
Implementation
Businesses can often use existing online communities for free.
Does require paying specialist staff to run the community though.
May also be costs for advertising the online community.
Timescales - implementing an online community effectively will take time e.g. hiring staff, implementing procedures.
Testing - before it goes live a new online community should be tested in all kinds of situations.
Customer Needs
Good use of online communities helps meet customer needs.
Provides a method of developing good interaction with customers.
Poor use can lead to very bad publicity.
Replacement or Integration with Current Systems
Change of systems could require training or could be reticence to use it by staff.
Data will need to be transferred from previous system which could lead to significant downtime.
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Implications of Online Communities 2
Employee & Customer Experience
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Productivity
Ease of Use - customers/employees will only use an online community that is easy to use.
Performance – they are expected to load and display quickly.
Availability – 24/7 access requires staffing to support all times.
Accessibility - customers & employees with disabilities will need access.
Can improve productivity by aiding communication within a business.
Could impact on productivity though if staff are distracted by online communities.
Where it is relied upon, if the online community goes down it could prevent staff completing their work.
Security
Working Practices
Security of users data is usually handled by the site itself and not by the organisation.
However business profiles could be hacked and used to harm the business reputation.
If implementing own community the business will be responsible for security of user data.
Guidelines must be implemented to ensure that communities are not misused by employees.
This may require additional staff training and could lead to disciplinary procedures.