A Novel Risk-based Approach for Online Community Management
(2013)Abstract
Online communities play a pivotal role in innovation,
marketing, corporate expertise management, product
support and advertising. Communities in the order of millions
of users are becoming the norm. However, this proliferation
of demand is not met with intelligent, scalable, easy to use
community management approaches. Current methods are based
on basic statistical tools that aggregate data for the community
owner/moderator to interpret and take appropriate actions. The
data reflects only the current state of the community, which
does not constitute an effective warning system of future events.
Moreover, the community health becomes highly dependent on
the owner’s skill, interpretation, intimate knowledge of the
community and its evolution path. This paper presents a proactive,
extensible, risk-based management framework supporting
advanced analytical services for managing online communities.
The solution allows community owners to focus on the community
objectives and proactively manage favourable/unfavourable events at the user and community level.