Communities

 MTV UK

With limited resources, communities spread over a large number of sites, and the unique challenge of a ubiquitous American counterpart, MTV UK approached eModeration's community management team to help them deliver the social networking experience expected of such a high profile entertainment brand.

 The first step was to provide a snapshot of where MTV UK stood, going into their communities on MTV.co.uk, Facebook, MySpace, Twitter and Bebo to provide an honest analysis, highlighting successes and weaknesses. We also made a number of suggestions, explaining simple ways to exploit the features of these sites to drive usage.

 After presenting these findings, eModeration collaborated with MTV to determine the priorities and create a plan of action. With the client tackling Twitter, we took on the day to day management of the main Facebook page. This involved...

• Re-organising the applications into tabs that more closely mirror the MTV UK site, reducing clutter
• Creating daily, topical updates around music, celebrity culture and popular shows
• Promoting major on-air initiatives and live shows through the use of events and other updates
• Responding to fan comments and feedback to foster two-way communication

 With interactions and fans increasing on the main Facebook page, we then started to devise ideas for promoting upcoming shows and awards, and continue to work with our client to find new ways to engage the community.

A&E - Lifetime Digital’s DressUp Challenge 

Along with site moderation, eModeration also provides community management services for Lifetime Digital’s DressUp Challenge .  We have helped DressUp Challenge guide the community through a new site launch by creating and implementing a member communication strategy, developing the Miss Diva DressUp persona, writing Help content, and providing member messaging throughout the service.

 We continue to work with DressUp Challenge with ongoing community management, including strategic work. Great emphasis is placed on encouraging feedback from users which directly drives programming ideas and member engagement. This feedback is regularly published to all users showing a 360-degree relationship.

 eModeration also works very closely with DressUp Challenge to ensure ongoing knowledge of website development, technical issues and future plans.

 Doing this enables eModeration to: 

• Create member communication strategies
• Respond to customer service emails (24-hour turnaround)
• Keep FAQ content updated
• Write editorial updates
• Provide feedback and recommendations on development of the site to ensure ongoing community engagement

 More informally (and perhaps most importantly), eModeration are on always call for any brainstorming and ideas exchange.  Along with DressUp Challenge, eModeration also provides community management and moderation services two other Lifetime Network websites – Lifetime Games and Roiworld.com. 

“eModeration has been an integral part of our success building the DressUp Challenge community. They not only provide hands-on customer service, but have also helped us to retain users by creating an engaging on-site presence and coordinated member communications. eModeration is also very proactive; they both anticipate our needs and present us with concrete action plans to troubleshoot potential problems. Their flexibility and rapid responsiveness have also enabled us to provide rock solid user support during complex and sometimes difficult deployments. Most importantly, eModeration treats our community as if it were their own. They are as dedicated to our project as any member of our team and are a delight to work with.”

Dalia Hierro, Vice President of Games, Lifetime Digital