=Paper=
{{Paper
|id=Vol-2654/paper55
|storemode=property
|title=Informational Support of Effective Work of the Community Manager with Web Communities
|pdfUrl=https://ceur-ws.org/Vol-2654/paper55.pdf
|volume=Vol-2654
|authors=Oleksandr Markovets,Ruslana Pazderska,Oksana Horpyniuk,Yuriy Syerov
|dblpUrl=https://dblp.org/rec/conf/cybhyg/MarkovetsPHS19
}}
==Informational Support of Effective Work of the Community Manager with Web Communities==
https://ceur-ws.org/Vol-2654/paper55.pdf
Informational Support of Effective Work of the
Community Manager with Web Communities
Oleksandr Markovets1 [0000-0001-8737-5929], Ruslana Pazderska1 [0000-0002-0845-5304]
Oksana Horpyniuk2 [0000-0003-3110-6564], Yuriy Syerov1 [0000-0002-5293-4791]
1
Lviv Polytechnic National University, Bandery Str. 12, 79013 Lviv, Ukraine
2
Lviv State University of Internal Affairs, Gorodotskaya Str. 26, 79007 Lviv, Ukraine
oleksandr.v.markovets@lpnu.ua, ruslana.s.pazderska@lpnu.ua
olepisevych@gmail.com, yurii.o.sierov@lpnu.ua
Abstract. This paper is devoted to solving the issue of creating a consolidated
information resource for providing the community manager’s effective work
with web-communities. The main purpose of the work is to analyze the various
sources of information about the activity of the community manager and to
ensure the process of consolidation of the collected data into one information
resource. The current state of the web communities and areas of activity of the
community manager, its roles and function are analyzed. A system analysis of
the research object and subject area was performed, and the main purpose of
developing the consolidated resource was determined. Thus, as a result of the
analysis of the object's information system based on the creation of DFD: the
main function of the projected system described in the object being modeled;
basic processes, defined data flows that are processed by defined processes;
completed is the creation of a conceptual model of the system, which is a
description of the object inherent in the rules, flows and data warehouses. A
resource that is an information system that looks like a community of
community managers is created. The basic potential of this resource is
substantiated, which satisfies the information needs of users, enables them to
share useful experiences, create publications, communicate and participate in
discussions of certain issues. A user authorization system, content system,
search tools, rating and distribution content, feedback system, forum, and site
automation system have been developed.
Keywords: Community Manager, Community Management, Web Community,
Content, Consolidated Information Resource.
1 Introduction
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
Copyright © 2020 for this paper by its authors. Use permitted under Creative Commons
License Attribution 4.0 International (CC BY 4.0). CybHyg-2019: International Workshop on
Cyber Hygiene, Kyiv, Ukraine, November 30, 2019.
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.
2 Related Works
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 above-
mentioned roles, which are multifunctional.
The types of responsibilities that may entail a specific role as a community manager:
Content creation – writing messages, articles, newsletters, communications and
other content.
Content management – content management, facilitating the creation of high-
quality materials.
Retaining existing and attracting new members.
Increasing participant activity – creating surveys, encouraging participants to
create content, conduct discussions, and respond to other participants' actions.
3
Social media marketing is about engaging user traffic and engaging with the
community through social platforms.
Offline Presence – organize events and meetings for active community members.
Relationship with community members – organizes events and meetings for active
community members.
Implementation – promoting the implementation of a community strategy for its
effective functioning.
Distribution – placement of content on several sites (cross-posting).
Advocacy – representing the interests of the community (monitoring, analyzing and
interpreting the views of community members).
User management – user 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.
3 System analysis the object of study
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 sub-
objective 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 process – the
operation of a consolidated information resource for community managers. At the
same time there are such external entities as: User – acts 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 manager – analyzes 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.
Fig. 1. Context Diagram (Functioning of CIR for the CM)
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;
5
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.
Fig. 2. Decomposition of the process “Functioning of consolidated information resource for the
community manager”
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
7
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.
Fig. 3. The second level of decomposition of the “Content updates” process
Thus, as a result of the analysis of the object information system based on the creation
of DFD it was determined: the main function of the projected system, described in the
simulated object, the main processes, identified data flows that are processed by
certain processes, completed creation. The Entity-relationship (ER) model provides a
visual representation of the data model. Considering the needs of the users and the
peculiarities of the functioning of the consolidated information resource, the database
schema should contain the following entities:
User;
Community Manager;
Content;
Type of the content;
Type of the community manager;
Role of the user.
Fig. 4. The “Essence-connection” diagrams
The essence of the “User” (basic information about user), key attribute – Code of the
user, required attributes – First name, Last name, E-mail, Password, Code of the
community manager type, Code of the content, Code of the user role.
The essence of the “Community manager” (basic information about the community
manager), key attribute – Code of the community manager, required attributes – First
name, Last name, Code of the community manager type.
The essence of the “Content” (information about the content) key attribute – Type of
the content code, required attribute – Name, Code of the user, Type of the content
code.
The essence of the “Type of the content” (information about the appropriate content
type) key attribute – Type of the content code, required attribute – Code of the
content.
The essence of the “Type of the community manager” (means that a manager is one
of the types) key attribute – Code of the community manager type, required attributes
– Name, Code of the community manager.
The essence of the “Role of the user” (displays user affiliation to one of the roles) key
attribute – Code of the user role, required attributes – Code of the user, First name,
Last name.
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.
9
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 community – a 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.
4 The choice of methods and means of solving the problem
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.
Methods of information gathering:
search for sources of information;
observation of sources of information.
Search for sources of information – purposeful actions to identify sources of
information, determine their main characteristics (reliability, consistency, timeliness,
etc.) and analyze the meaning of the disseminated (transmitted) information.
Observation – purposeful actions to systematically retrieve information from
identified sources through the selection and registration of distributed (transmitted)
information.
Methods of obtaining 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.
5 Results
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).
44%
50%
6%
Fig. 5. Users’ activity
11
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.
6% 6%
16%
72%
Fig. 6. Users’ mark
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.
6 Conclusion
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.
References
1. Fedushko S., Benova E. Semantic analysis for information and communication threats
detection of online service users. Procedia Computer Science, Volume 160, 2019, Pages
254-259. https://doi.org/10.1016/j.procs.2019.09.465 (2019)
2. Fedushko S., Syerov Y., and Korzh R. Validation of the User Accounts Personal Data of
Online Academic Community. Proceedings of the XIIIth International Conference
“Modern Problems of Radio Engineering, Telecommunications and Computer Science”
(TCSET'2016). Lviv-Slavske, February 23 – 26, 2016. pp. 863-866 (2016).
3. Syerov Yu., Fedushko S., Loboda Z. Determination of Development Scenarios of the
Educational Web Forum. Proceedings of the XIth International Scientific and Technical
Conference (CSIT 2016). 2016. pp. 73-76 (2016).
4. Markovets, O., Pazderska, R., Dumanskyi, N., Dronyuk, I. Analysis of citizens’ appeals in
heterogeneous web services CEUR Workshop Proceedings Volume 2392, 2019, Pages
184-198 1st International Workshop on Control, Optimisation and Analytical Processing
of Social Networks, COAPSN 2019; Lviv; Ukraine; 16 May 2019 through 17 May 2019;
Code 149063
5. Trach, O., Vus, V., Tymovchak-Maksymets, O.: Typical algorithm of stage completion
when creating a virtual community of a HEI. In: 13th International Conference “Modern
Problems of Radio Engineering, Telecommunications and Computer Science”, TCSET
2016, pp. 849–851. Lviv-Slavske, Ukraine (2016).
6. Markovets, O., Vovk, N., Turchyn, Y., Smirnov, O. Model of informational support for
social network administrators' content creation. In: Proceedings of the 2st International
workshop on control, optimisation and analytical processing of social networks, COAPSN-
2020, 2616, 125-136. Lviv (2020). URL: http://ceur-ws.org/Vol-2616/paper11.pdf
7. Zhezhnych, P., Markiv, O.: Recognition of tourism documentation fragments from web-
page posts. In: Proceedings of the 14th International Conference on Advanced Trends in
Radioelecrtronics, Telecommunications and Computer Engineering, TCSET 2018, pp.
948–951. Lviv-Slavske, Ukraine (2018). DOI: 10.1109/TCSET.2018.8336350.
8. Zhezhnych, P., Khymytsia, N., Lisina, S., Morushko, O.: Analysis of computer-based
methods for processing historical information. In: Proceedings of the 12th International
Scientific and Technical Conference on Computer Sciences and Information Technologies,
CSIT 2017, pp. 365–368. Lviv (2017). DOI: 10.1109/STC-CSIT.2017.8098806.
9. Zhezhnych, P., Markiv, O.: A linguistic method of web-site content comparison with
tourism documentation objects. In: Proceedings of the 12th International Scientific and
Technical Conference on Computer Sciences and Information Technologies, CSIT 2017,
pp. 340–343. Lviv (2017). DOI: 10.1109/STC-CSIT.2017.8098800.
10. Kanishcheva, O., Vysotska, V., Chyrun, L., Gozhyj, A. "Method of integration and
content management of the information resources network", Advances in Intelligent
Systems and Computing, Vol. 689, 2018, pp. 204-216. Conference Paper, Cited by - 35,
DOI > 10.1007/978-3-319-70581-1_14
11. Arzubov, M., Shakhovska, N., Lipinski, P. "Analyzing ways of building user profile based
on web surf history", Proceedings of the 12th International Scientific and Technical
Conference on Computer Sciences and Information Technologies, CSIT 2017, Vol. 1, Art
No. 8098809, 2017, pp. 377-380. Conference Paper, Cited by - 12, DOI > 10.1109/STC-
CSIT.2017.8098809
12. Gozhyj, A., Chyrun, L., Kowalska-Styczen, A., Lozynska, O. "Uniform method of
operative content management in web systems", CEUR Workshop Proceedings, Vol. 2136,
2018, pp. 62-77. Conference Paper, Cited by - 16
13
13. Sokolyuk O.M.: Inclusion of social networking services in the existing model of
organization of students’ learning. Information Technologies and Learning Tools 5(55),
55-66 (2016). doi:10.33407/itlt.v55i5.1494
14. Tang, Y., Hew, K.F.: Using Twitter for education: Beneficial or simply a waste of time?
Computers & Education 106, 97–118 (2017). doi:10.1016/j.compedu.2016.12.004.
15. Thai, M., Sheeran, N., Cummings, D. J.: We’re all in this together: The impact of
Facebook groups on social connectedness and other outcomes in higher education. The
Internet and Higher Education 40, 44-49 (2019). doi:10.1016/j.iheduc.2018.10.001
16. Pinchuk, O.: Perspective analysis of use of electronic social networks in learning
environment, CEUR Workshop Proceedings, vol. 1614, pp. 680-686.
http://ceurws.org/Vol-1614/paper_54.pdf (2016). Accessed 30 October 2019
17. Shafer, S., Johnson, M.B., Thomas, R.B., Johnson, P.T., Fishman, E.K.: Instagram as a
Vehicle for Education. Academic Radiology 25(6), 819–822 (2018).
doi:10.1016/j.acra.2018.03.017
18. Sokolyuk O.M.: Inclusion of social networking services in the existing model of
organization of students’ learning. Information Technologies and Learning Tools 5(55),
55-66 (2016). doi:10.33407/itlt.v55i5.1494
19. Hryshchuk, R., Molodetska-Hrynhchuk, K.: Methodological foundation of state’s
information security in social networking services in conditions of hybrid war. Information
&Security: An International Journal 41, pp. 55–73 (2018)
20. Osaka, K., Toriumi, F., Sugawara, T.: Effect of direct reciprocity and network structure on
continuing prosperity of social networking services. Computational social networks 4(1):2
(2017)
21. Richter, A., Koch, M.: Functions of social networking services. In: Proceedings of the
International Conference on the Design of Cooperative Systems (COOP 2008), pp.87–98.
Carryle-Rouet, Provence, France (2008)
22. Khymytsia, N., Ustyianovych, T., Dronyuk, I. Identification and Modeling of
Historiographic Data in the Content of Web Forums.CEUR Workshop Proceedings
Volume 2392, 2019, Pages 297-308 1st International Workshop on Control, Optimisation
and Analytical Processing of Social Networks, COAPSN 2019; Lviv; Ukraine; 16 May
2019 through 17 May 2019; Code 149063.
23. Mishchuk O., Tkachenko R., Izonin I. Missing Data Imputation through SGTM Neural-
like Structure for Environmental Monitoring Tasks In: Hu, Z.B., Petoukhov, S., (eds)
Advances in Computer Science for Engineering and Education. ICCSEEA2019. Advances
in Intelligent Systems and Computing. Springer, Cham, 2019, pp. 142-151.
24. Petrushka, A., Komova, M., Demydov, I.: Social networks as an alternative environment
for the implementation of scientific communication. In: Proceedings of the 1st
International workshop on control, optimisation and analytical processing of social
networks, COAPSN-2019, 2392, 79-94. Lviv (2019). URL: http://ceur-ws.org/Vol-
2392/paper7.pdf
25. Neskorodieva, T., Fedorov, E., Izonin, I. Forecast method for audit data analysis by
modified liquid state machine CEUR Workshop Proceedings, 2623, pp. 25-35 (2020).