Motivations, The Consumer, and Online Communities
Establishing a relationship between the consumer and a selling has become a new science with the emergence of online communities. It is a new market to be tapped by companies and to do so, requires an understanding of the relationships built on line communities. Online communities gather people around common interests and these common interests can include brands, products, and services. Companies not only have a chance to reach a new group of consumers in online communities, but to also tap into information about the consumers. Companies have a chance to learn about the consumers in an environment that they feel a certain amount of anonymity and are thus, more open to allowing a company to see what they really want or are looking for.
In order to establish a relationship with the consumer a company must seek a way to identify with how individuals interact with the community. This is done by understanding the relationships an individual has with an online community. There are six identifiable relationship statuses: considered status, committed status, inactive status, faded status, recognized status, and unrecognized status. Unrecognized status means the consumer is unaware of the online community or has not decided the community to be useful. The recognized status is where a person is aware of the community, but is not entirely involved. A considered status is when a person begins their involvement with the site. The usage at this stage is still very sporadic. The committed status is when a relationship between a person and an online community is established and the person gets fully involved with the community. The inactive status is when an online community has not relevance to a person. The faded status is when a person has begun to fade away from a site. It is important to be able to recognize which group or status the consumer holds, because it might help determine which approach to use.
Companies not only need to understand how a consumer functions with in an online community, but also a company “should understand the communality of an online community” This means a company must understand the dynamic and structure of the online community to be able to establish a relationship with the consumer. Online communities have cultures of their own, and to be able to establish a commercial relationship or even engage at all, one must understand the community values and proprieties. It has even been proved beneficial to treat online commercial relationships more as friendships rather than business transactions.
Through online engagement, because of the smoke screen of anonymity, it allows a person to be able to socially interact with strangers in a much more personal way This personal connection the consumer feels translates to how they want to establish relationships online. They separate what is commercial or spam and what is relational. Relational becomes what they associate with human interaction while commercial is what they associate with digital or non-human interaction. Thus the online community should not be viewed as “merely a sales channel”. Instead it should be viewed as a network for establishing interpersonal communications with the consumer.
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Famous quotes containing the word communities:
“Culture is the name for what people are interested in, their thoughts, their models, the books they read and the speeches they hear, their table-talk, gossip, controversies, historical sense and scientific training, the values they appreciate, the quality of life they admire. All communities have a culture. It is the climate of their civilization.”
—Walter Lippmann (1889–1974)