Today, online communities cover different areas of life. The number of participants increases daily. There is a problem in the way of development of web communities for their effective functioning, which prevents them from realizing their potential for knowledge accumulation and transfer. The community management will help solve the identified problem. This is a new activity that promotes communication and community development. The reason for creating a consolidated resource is that there is no such information resource yet that contains the information needed to make effective decisions in the web community management process. The consolidated information resource should contain information about the activities of the community manager and the community management in general.
The term of "community manager" appeared in 2007. The first specialists of such a profile appeared in companies that own large-scale online games. It has helped to better understand the community and its needs, to resolve conflicts and to receive feedback to adjust plans for the further development of gaming virtual environments.
The community manager is a carrier of the ideas and ideologies of his brand, the companies with which he collaborates. He is responsible for forming (or identifying) loyal brand people, communicating with them, engaging them in communicating around the brand. The term of "community manager" goes beyond the existing knowledge and experience of using social networks, it is not a social media specialist, but a community manager. Specificity of the activity of the community manager is best demonstrated in his roles: Lawyer. He represents clients. This process involves monitoring, analyzing, and interpreting customer thoughts, bringing up-to-date issues beyond the community (for example, at the official level).
Evangelist. He promotes the thoughts and moods of customers, advertising events, products and updates (companies, brands, organizations).
Communicator. He encourages the community to engage in discussions, directing them into the right direction. He is a third party (mediator) in intra-community conflicts, and develops and implements specific discussion tactics. Futurist. He collects, organizes and presents to the stakeholders' suggestions of the community and knowledge of her vision for the future. Depending on the field in which this specialist works, he or she is subject to various requirements, according to which the community manager fulfills the abovementioned roles, which are multifunctional.
The types of responsibilities that may entail a specific role as a community manager:
Content creationwriting messages, articles, newsletters, communications and other content. Content managementcontent management, facilitating the creation of highquality materials. Retaining existing and attracting new members. Increasing participant activitycreating surveys, encouraging participants to create content, conduct discussions, and respond to other participants' actions.
Social media marketing is about engaging user traffic and engaging with the community through social platforms. Offline Presenceorganize events and meetings for active community members. Relationship with community membersorganizes events and meetings for active community members. Implementationpromoting the implementation of a community strategy for its effective functioning. Distributionplacement of content on several sites (cross-posting). Advocacyrepresenting the interests of the community (monitoring, analyzing and interpreting the views of community members). User managementuser registration, user action management.
The types of community manager responsibilities can be expanded depending on the goals and needs of the community. The effectiveness of the community manager, based on its functions, can be evaluated by the following criteria: quantitative indicators of the growth of user community content; the number of user reactions to this content ("swearing", dissemination of information); dynamics of growth and outflow of community members; the number of conversions (for targeted communities, including communities with a commercial component).
Community management includes the ability to support communities across all Websites. The primary responsibility for ensuring the continued functioning of communities and for active engagement with its members lies with the community manager.
Before creating a consolidated information resource, you need to build a goal tree that will ensure correct and consistent actions when creating a consolidated resource.
The main purpose of this study is to create a consolidated information resource to ensure the effectiveness of the community manager with web communities. You can achieve this goal only after completing the following tasks: systematic analysis of the domain; choice of software solution; development of a consolidated information resource. Creating a CIR consists of three sub-goals, namely: systematic analysis of the subject area, selection of development tools, and development of a consolidated resource. The sub-objective of "System analysis the subject of study" involves the construction of the Data Flow Diagrams (DFD) and the Entity Relationship Diagrams (ERD) of a consolidated information resource. The subobjective of "Choosing development tools" involves choosing the means of creating a database and site. As a result of this sub-objective, the tools for practical implementation will be selected.
The sub-objective of "Development of a consolidated information resource" involves the creation of a database and a site. The result of this purpose will be the practical implementation, the creation of a consolidated information resource.
It is advisable to use data flow diagrams (DFD) to effectively model the problem under study. We use diagrams as a means of modeling the functional requirements of the designed system. The main purpose of DFD is to demonstrate how each process converts its input information to output, and to identify the relationship between those processes. In the diagrams, functional requirements are represented by processes and repositories associated with data flows. The DFD presented shows the main processthe operation of a consolidated information resource for community managers. At the same time there are such external entities as: Useracts as the main driver of the effective functioning of the CIR, which by registering has the right to create, edit and delete its own content, participate in discussions and search for information.
Community manageranalyzes processes, organizes and filters the content, and provides recommendations for action to be taken. From the user to the CIR, the content (input stream) is received, and the publications (output stream) are returned. Recommendations (inbound stream) are received from the community manager to the CIR, and information about the completed actions (outbound stream) is returned. The following diagram describes the division of the first level (Fig. 2). The processes, the data flows between them, and the data warehouse are described here. The process of functioning of the consolidated information resource includes such basic stages as:
content analysis; user identification; analysis of posts and comments; definition of topics; determining relevance; error checking; updating the content; working out the recommendations of the community manager; generating information for the community manager;
issuing results.
As we can see from the diagram, the "Content analysis" subprocess receives a data flow such as: information content. The purpose of this process is to investigate the content and structure of the information content that has been received, which results in the analyzed information content stored in the "Information content" DB.
The "User identification" subprocess. The input data stream for it is: user information. The output data stream is: user identification information. As a result, we get information about the completed user identification stored in the corresponding database -"Users".
The "Analysis of Posts and Comments" subprocess. The input data stream for it is: posts and comments. The output data streams are: posts; posts and comments. The purpose of this process is to investigate the content, structure and form of posts and comments.
The "Theme definition" subprocess. The input data stream for it is: posts. The output data stream is: topic-relevant information. The purpose of this process is to: check users' posts for relevance with predefined keywords.
The "Determination of relevance" subprocess. The input data streams for it are: information on relevance; user information. The output data streams are: topicality information. The purpose of this process is: to determine whether the information provided corresponds to the information needs of users.
The "Checking for errors" subprocess. The input data streams for it is: posts and comments; information about relevance. The output data streams are: error information. The purpose of this process is to: check the content for spelling and punctuation errors.
The "Updating of information content" subprocess. The input data streams for it is: information about relevance; error information; recommendations. The output data streams are: information about updates performed; updated content. The purpose of this process is to investigate the information that has been received, to identify what needs to be done and to make certain changes, that is, to update it.
The "Working out the recommendations of the community manager" subprocess. In this process, the input data streams are the recommendations sent by the community manager, and the output data streams are already processed recommendations. The Community manager examines the content of the community and sends recommendations to the system regarding the need to make certain changes to the content.
The "Generation of information for the community manager" subprocess. In this process, the input data streams are the completed updates and the output data streams are the completed changes. The purpose of this process is to: generate information about actions that have been taken on the content.
The "Issue of results" subprocess. In this process, the input data streams are an updated content and the output data streams are publications. The purpose of this process is: to store the results of the completed content update and its subsequent publication.
The diagram (Fig. 3) shows the 2nd level of decomposition of the process of "Updating the content". This process involves the following subprocesses: identification of the content that needs some changes; content filtering, editing content, commenting on content, deleting, approving changes. This chart also shows the input and output data flows for this process. The "Identification of information that needs some changes" subprocess. The input data streams for it is: information on the relevance of the content, error information, recommendations. The output data streams are: content. The result is a content that needs change. The "Content filtering" subprocess. The input data stream for it is: content. The output data streams are: content that needs editing; content that needs commenting; information to be deleted. The result is a clear distribution of the content that is subject to change. The "Content editing" subprocess. The input data stream for it is: content that needs editing. The output data stream is: editing information. The result is an edited content.
The "Commenting on the content" subprocess. The input data stream for it is: content that needs commenting. The output data stream is: comments. The result is a commented content. The "Delete" subprocess. The input stream for it is: content to be deleted (spam, flames). The source stream is: deletes information. The "Approval of amendments" subprocess. The input data streams for it is: editing information; comments; removal information. The output data streams are: information about updates performed; updated content. As a result, we get an updated content. The resource being developed is an information system that looks like a community of community managers. The main potential of this resource meets the information needs of users, enables them to share useful experiences, create publications, communicate and participate in discussions of specific issues. In turn, this resource will ensure the effective performance of its functions by this specialist, and thus ensure the effective functioning of the communities with which he collaborates.
The consolidated information developed can be used in any of the industries. Because any of the companies in order to succeed must be present online, but simply building a site or community is not enough. Therefore, there is an acute problem of effective operation and management of these sites, which will be solved by the management of the communitya new type of activity aimed at ensuring the effective functioning of the communities of their development and improving communication with its participants. The community manager is a manager who is able to work in any field and adapt to any audience.
The input data streams for the consolidation of information is the content obtained from various information sources.
The output data streams as a result of the site's functioning must be relevant information arrays that meet the needs of the users. Knowledge generated through user participation and engagement processes will be the main result.
structured information submitted; having a user profile system a well-established system of user interaction; availability of a content creation system; availability of information retrieval system.
Consolidation is a set of methods and procedures aimed at obtaining data from different sources, ensuring the required level of information and quality, converting to a single format. Consolidation is based on the process of collecting and organizing the storage of information in a form that is optimal in terms of its processing.
A key concept of consolidation is a source of information -an object that contains structured information that may be useful for a particular task.
The concept of "Consolidated information" encompasses multiple sources and systematically integrated multifaceted information resources, which are collectively endowed with features of completeness, integrity, consistency and constitute an adequate information model of the problem area for its analysis, processing and effective use in support processes.
The main stages of information consolidation are:
obtaining information; data processing and information retrieval; transformation and synthesis of information, obtaining, structuring and storing information on a given topic.
search for sources of information;
observation of sources of information.
Search for sources of informationpurposeful actions to identify sources of information, determine their main characteristics (reliability, consistency, timeliness, etc.) and analyze the meaning of the disseminated (transmitted) information.
Observationpurposeful actions to systematically retrieve information from identified sources through the selection and registration of distributed (transmitted) information.
traditional methods of analysis; formalized (content analysis).
Content analysis allows you to compare the content of many information sources and to analyze using quantitative methods (eg. diagrams, tables).
To create a consolidated information resource will be used content management system -CMS Drupal, which is free, contains more than 5000 modules to extend the functionality of the site, many visual templates (themes), a nice, clear interface, as well as customized for community sites. The relational database management system will use MySQL, which is free, primarily used to create dynamic web pages and is supported in many programming languages and is considered to be a good solution for small and medium-sized applications.
In general, to implement the consolidated information resource, a user authorization system, a content system, search tools, evaluation and dissemination content, a feedback system, a forum, and a site automation system were created. Before creating the consolidated resource, we conducted a survey of our users' activity on social networks. We have found that they are not very active in commenting and liking content. Their activity of 50% is not interested in content, 44% is interested and 6% is other. Therefore, our goal was to improve these metrics with the help of our consolidated resource (Fig. 5). The site contains publications that are relevant to its subject. The main menu of the created resource consists of the following items: "Home", "Publications", "Forum", "Contacts". "Home"allows you to go to the main page of the site. "Posts"allows you to view your own created and created posts. "Forum"allows members of the community to participate in ongoing online discussions on a given topic. "Contacts"contains a feedback form. The consolidated information resource implemented contains a structured collection of information from various sources that may be useful for a particular task.
The consolidated resource we created helped reduce user activity. Users have become more aware of the use of the information resource (Fig. 6). We received 72% better ratings for filling the resource. The 16% of users started to write comments and give good feedback on the work of the community manager. The 6% of users started to support community discussions and the other 6% just visit our site.
A necessary and very important means of ensuring the existence and proper functioning of web communities is the continued management of the web community.
Because the failure of managing both the content and the members of the web community can lead to poor performance or even collapse. For this reason, one of the important areas of work of organizations should be community management -a new type of activity aimed at ensuring the effective functioning of their communities and enhancing communication with its members. Effective community management can help turn web communities into an effective means of sharing useful information and accumulating knowledge, as well as making it a powerful tool for public opinion formation. 6% 72% 16% 6%