They also act as a very important support channel for customers who are able to visit the online community and receive help from the community manager, or from other members.

This service has four components that can be provided by us or co-sourced with you:

• Community Strategy: determining the community purpose, objectives, infrastructure and plans; and what a healthy community will look like.
• Community Operations: the "nuts and bolts" of running the community; sourcing and developing brand content, moderating (authorising, releasing and replying to) member contributions; monitoring internal feedback; analysing and reporting on customer insights and community health.
• Community Technology: selecting and implementing the appropriate community platform and associated technologies; supporting and enhancing the platform over time.
• Community Design: ensuring that the user experience is conducive to participation and encourages a healthy community.