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Community Management Matters: Advanced Visual Analytics for Online Community Managers

Community Management Matters: Advanced Visual Analytics for Online Community Managers

John McAuley, Alex O’Connor, Dave Lewis
Copyright: © 2014 |Pages: 36
ISBN13: 9781466643093|ISBN10: 1466643099|EISBN13: 9781466643109
DOI: 10.4018/978-1-4666-4309-3.ch017
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MLA

McAuley, John, et al. "Community Management Matters: Advanced Visual Analytics for Online Community Managers." Innovative Approaches of Data Visualization and Visual Analytics, edited by Mao Lin Huang and Weidong Huang, IGI Global, 2014, pp. 349-384. https://doi.org/10.4018/978-1-4666-4309-3.ch017

APA

McAuley, J., O’Connor, A., & Lewis, D. (2014). Community Management Matters: Advanced Visual Analytics for Online Community Managers. In M. Huang & W. Huang (Eds.), Innovative Approaches of Data Visualization and Visual Analytics (pp. 349-384). IGI Global. https://doi.org/10.4018/978-1-4666-4309-3.ch017

Chicago

McAuley, John, Alex O’Connor, and Dave Lewis. "Community Management Matters: Advanced Visual Analytics for Online Community Managers." In Innovative Approaches of Data Visualization and Visual Analytics, edited by Mao Lin Huang and Weidong Huang, 349-384. Hershey, PA: IGI Global, 2014. https://doi.org/10.4018/978-1-4666-4309-3.ch017

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Abstract

Online communities provide technical support for organisations on a range of products and services. These communities are managed by dedicated online community managers who nurture and help the community grow. While visual analytics are increasingly used to support a range of data-intensive management processes, similar techniques have not been adopted into the community management field. Although relevant tools exist, the majority is developed in the lab, without conducting a domain analysis or eliciting user requirements, or is designed to support more general analytic tasks. In this chapter, the authors describe a case study in which we design, develop, and evaluate a visual analytics application with the help of Symantec’s online community management team. The authors suggest that the approach and the resulting application, called Petri, is an important step to promoting online community management as a strategic and data-driven process.

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