We are recruiting a part-time, from home moderator to work on a high profile clients’ Arabic properties starting mid-March!

The role of a moderator is to check user-created content on websites, forums and social media profiles belonging to Tempero’s client(s), editing or removing any content deemed offensive, illegal or otherwise unacceptable in accordance with the moderation guidelines. Localisation and feedback/reporting on user comments and behaviour may also be required on some projects according to client needs.

Key Responsibilities Include:

1. Working with a team of moderators to ensure user-generated content e.g. comments, photos and videos that are uploaded to our client social network pages and online communities agree with Terms of Use and Community Guidelines; removing inappropriate content and managing problem users.
2. Encouraging discussion within our online communities and responding to user questions, concerns and feedback, according to client guidelines and requirements.
3. Localising key announcements, status updates, user guides and official community responses.
4. Assisting with the production of regular client reports on community activity statistics, key issues, feedback, trends and insights.
5. Ad hoc escalation of urgent issues, customer service or technical questions, and moderation policy queries.

The successful candidate will be self motivated and ideally used to working on a remote basis, have an excellent command of Arabic, including text language and slang/colloquialisms, as well as being fluent in both written and spoken English. A confident user of social networks with a good understanding of online user habits and idiosyncrasies coupled with a high level of computer literacy. Possess the ability to learn new skills and apply them effectively with an active interest in commercial and current affairs.

Moderation experience is not a pre-requisite and training will be provided but candidates should be aware that computer literacy, attention to detail and language skills will all be tested.

Is this you? Then apply by sending us your CV and cover letter to careers@tempero.co.uk with the subject header ‘Moderator – Arabic’.

Client: Sony Europe

Service provided: Insights

The challenge:

1. Sony Europe forums receive more than 250,000 unique visitors per month and there are 5,000 active participants in a given month, requiring not only moderation but monitoring of the growth in key issues for consumers.

1. Sony was unsure if the issues being raised within its forums reflected those of the larger Web and wanted to harmonise social data and its own forums data to prioritise its decisions.

The approach:

In addition to moderation, Tempero moderators log any discussions around a set of ‘hot topics’, which are updated as specific issues wax and wane in importance. Tempero moderators also flag any fast-breaking topics to notify Sony of potential major issues.

Tempero delivers a fortnightly report on the key topics, which includes six product categories across the Sony range (eg Reader, Tablet) and various topic categories (eg Product Feedback, Troubleshooting).

Tempero monitor Sony’s One Destination Website (ODW) forums to understand the following:

1. What are the key topics consumers are discussing?
2. Who are the key voices driving conversations within the forums?
3. What are the recurring issues for Sony consumers?
4. In which areas of Sony forums are conversations taking place?
5. How are consumers using the forums? (eg troubleshooting help, pre-purchase decision assistance, communicating dissatisfaction with Sony, etc)

The result:

Key voices within Sony forums are being reviewed for potential recruits as Super Users for the forums in 2012.

The reports are now shared with more than 500 personnel and have raised awareness about ongoing consumer issues.

Sony can now track the increase/decrease of particular issues on a fortnightly basis, with crises, planned events and product launches now being reported on thanks to data from the Sony forums and the larger Web.

Key lessons learned:

1. Integrating any owned-media data (forums, Twitter) with buzz not only delivers better strategic recommendations, but naturally demands that more departments are involved.

2. A focus on social means that the customer remains a key priority.

Service provided: Moderation & Engagement in Brazilian Portuguese

The challenge:

1. To create and post engaging content in real time (Sao Paulo local time) in the build up to, during and directly after a number of popup gigs performed by OK Go.

1. To reactively engage with user posts across Facebook, Twitter, Orkut.

1. To moderate Facebook, Youtube, and a bespoke CMS for the #shotcast campaign (a music video by OK Go where the picture was made up of tiny pixels, each of which was the profile avatar of Twitter / Facebook users who have mentioned the campaign online – when you hover over each pixel, information about the user pops out).

The approach:

Videos and concepts created by the Albion team in Brazil were sent by email or smartphone to the Brazilian Portuguese-speaking Tempero engagers in the UK, who developed the messaging and posted to the various platforms.

A Google email group was established in which Tempero management and engagers, and Albion staff in Brazil and London, were all included to ensure efficient communication.

In addition, constant dialogue between Albion staff and Tempero management via Skpye and MSN was maintained to ensure that all events occurring in Brazil were posted as close to real time as possible.

Tempero engagers had free reign to post responses to incoming content which helped to create a healthy, organic and real-time dialogue on the Cuervo page.

The result:

Growth: The Cuervo Facebook and Twitter communities grew considerably, and the peak of Facebook daily active users during the campaign was 31 times more than the peak day.

Increased engagement: peak day for comments during the campaign was 5 times more than the peak day for comments prior. The peak day for content likes during the campaign was 14 times more than the peak day for content likes prior to the campaign.

Facebook, Twitter, Youtube, Orkut, the Cuervo website and #shotcast video campaign and competitions performed well in terms of growth and activity.

The campaign gained a lot of fans across Twitter, including high profile names in entertainment and social media; the #shotcast video element of the campaign gained plenty of coverage on tech sites, blogs and forums.

Key lessons learned:

1. It sounds obvious, but time, planning and inter-agency communication are absolutely key to successful multi-platform campaigns across different territories., with open communication channels throughout being pivotal.

2. Know your audience; having two Sao-Paulo- born and bred engagement staff on the team meant that we could really connect with the Brazilian audience. Their understanding of the subtle differences in dialogue and rhetoric, and specific pop-culture references discussed by Brazilian fans on the page ensured that the audience could relate and engage with the page very effectively.

Client: Sony Europe

Service provided: Insights

The challenge:

1. To monitor all media and consumer mentions of the Sony Tablet during its global announcement at a leading consumer electronics exposition in Summer 2011

1. Apply real-time social media insights to inform and drive the Sony Tablet marketing campaign

The approach:

Tempero social media analysts provided live monitoring of Sony Tablet mentions in 8 languages during the press conference announcement and normal business hours across the duration of IFA 2011.

Tempero delivered key influencer comments from advocates and critics to Sony Euope stakeholders (communications, marketing, product managers, social media and country managers) who were on the exhibition floor or closely following the trending buzz.

Tempero monitored web mentions of the Sony Tablet and competitor activity at IFA 2011 across various European markets prior to, and for a month after the event, to help answer in ‘near’ real-time the following:

1. How are people reacting to the Tablet press conference?
2. What key topics are people talking about (in context of the Tablet announcements)?
3. Where are the conversations taking place?
4. Who are the key bloggers, conversation drivers and influencers? (Include influence score where applicable)

The result:

Key Sony personnel were able to reach out to Key influencers during the show to clarify information, to forge deeper relationships between Key Influencers and Sony, and to test the role of live social intelligence in future Sony activities in 2011 and 2012.

The IFA 2011 performance results are now being used as a benchmark against other products, and have informed cross-media and cross-market media strategies.

Sony was able to see its performance against other competitor product launches

A final report determined the launch profile of a new product which was then compared across other Sony product announcements at IFA or in 2011 as well as competitors.

Key lessons learned:

1. Invest in ‘social media tools’ training for all key personnel on how to leverage various media channels (Paid, Owned, Earned) for important product announcements.

2. Integrate any buzz performance tracking with search results, PR, market research and broadcast/print activities to better understand the contributions of social media to amplifying awareness of a product announcement.

Jack believes that more traditional online communities such as The Student Room and Gamespot have been overlooked with so much focus on the big three platforms (MySpace, Bebo and Friendster :-P).

This is certainly something we’ve seen with our clients over the past three years and there has been a palpable shift from building and maintaining long-term communities of interest to the more short-lived, broadcast, marketing-type activities across the top social platforms.

I personally started managing online communities eight years ago, in the form of a forum and blog for Mazda and their MX-5 roadster. This was a highly driven (pun intended) and passionate community of car enthusiasts that not only shared a common interest online, but offline too – with regular ‘meet ups’ and annual drives across Europe to meet other MX-5 enthusiasts.

Like many niche communities, this wasn’t one that would have responded happily to direct marketing. It took time to get to know the culture, and in doing so we were able to participate in a way that increased brand loyalty and awareness.

The emergence of platforms such as Google+ and the ability to easily share content within quickly created niche groups via circles within the major networks is an interesting progression to watch.

The places we frequent and the people we’re surrounded by have a way of setting the tone for the interactions we might have – and that includes online environments. I wouldn’t share the fact that I made a rather splendid pear tarte tatin on LinkedIn, but I would share that with friends and family on Facebook.

I’d personally feel more inclined to go to a specific online space where people share my niche interest – whatever that may be (actually, if you’re interested, it’s building a house in Italy), and perhaps next year we might see the same shift in marketers realising the true worth of the more focussed groups rather than being blinded by big numbers across the big players.

[image: Maria Rosaria Sannino]

Did you know there are times when you shouldn’t delete comments?

You can get Tempero CEO Dom Sparkes streamed  directly to your desk right now telling you about common mistakes brands make in Social Media, whether starting out or well established, and how to head them off at the pass.

10 Common Mistakes in Social Media and How to Avoid Them

The talk, including slides, was recorded as part of Figaro Digital’s recent Social Media conference and between you and me (and the whole internet) cost a fair bit of coin to attend so this is the smart way to access the event and speakers.

Enjoy.

Today’s post, the currency of hyperlinks,  is  a guest post from Gary Andrews and originally appeared on GaryAndrews.net. Thanks Gary.

Writing about the companies who email bloggers offering cash for links from blogs is long overdue – I regularly get requests from similar companies offering cash for ‘natural’ links in blog posts – and it’s a practice I have no time for, but editorial trustworthiness is only part of the issue.

In fact, the strangest thing about Gawker calling out a rather iffy link-pimping organisation was the lack of mention of SEO in the piece.

Hamilton Nolan is right when he says inserting undisclosed paid for links into blog posts is an unethical betrayal of the readers’ trust (similar to undisclosed advertorial), especially when it’s done without editorial consent. Transparency in linking is, to me, equally as important as other forms of transparency in journalism and blogging.

But, even from as well-read a site as Gawker, a text link will only drive a certain level of traffic. And the traffic is not the issue, mainly, it’s about SEO and attempting to game Google. A link from a trusted or authoritative site as Gawker will push said site higher up search rankings (to put it rather simply).

I’m mildly surprised we haven’t seen more of this sort of thing. Links in online news stories from trusted sites are, in some cases, worth more than the articles themselves. If a website is less than transparent, they have the potential to earn a lot of money from link trading. Hopefully discoveries of this sort will be highlighted regularly to discourage underhand linking.

Linking is also a battle I’ve had in the past to convince other parts of companies or organisations of the importance of linking to relevant content or partner organisations. It’s not just important to credit articles, but it’s also important to link.

To some journalists or other areas of the company, a link may just be that. For those working online, links are an important and valuable tool that carry real currency in their medium. Content may be king, but hyperlinks are kingmakers.

Suggested Reading: Social Media SEO could be your hidden ROI

Get more get tips on managing Social Media by joining our LinkedIn group.

Below is a summary of the key highlights from the talks and each speaker has kindly allowed us to share their presentations with you as well. Enjoy and if you find useful please share via email, a tweet, Facebook, LinkedIn, Delicious or other social means.

Nico Henderijckx, Sony Europe

Nico’s talk blew the audience away sharing insider knowledge on how Sony works with their online community “super users” who effectively replace the roles of 2 – 3 employees each by voluntarily sharing their knowledge in forums. This understanding in the value of certain users led Sony to ignore community vitality (straight numbers & growth) and focus on engagement.

Every country maps super users; what they specialise in and how often they engage and in which subjects. They then offer a host of things to this group from local training in products, to monthly online sessions with European management, and bi-annual “holidays” inviting entire families of forum members to a different European city each time and having fun keeping corporate presentations to a minimum.

Nico’s Top 3 tips are:

1.  Don’t treat community users like a number. They are humans and individuals and need to be dealt with taking that in to consideration
2. Trust your top community members with a lot of info, privileged and exclusive if necessary. Tell them what your goals are and how they can help so they are clear why you are talking to them and that you trust they can help
3. Put your most important community members in front of Senior Management. Everyone benefits from the direct dialogue

Download presentation

Charlotte Garfield, The ACCA

Charlotte did a great job of engaging us on what might be considered a slightly dull topic – what happens when you get a bunch of accountants together? ;-) She began with a really clear explanation about why The ACCA got involved with online community “for us it was more damaging not to get involved in online conversations“.

She then went on to talk about the interactive spaces they run and how they use them differently for example they have a content strategy for Facebook but by and large allow their LinkedIn users to get on with conversations in the group with limited interference.

Charlotte’s Top 3 tips:

1. Mix the content up day by day for your community. Not everything is relevant to everyone, everywhere
2. Some communities need you to drive content and conversations, others need you to take a back seat and listen without interfering
3. Seed content in relevant ways. Online ads and direct mail campaigns worked for The ACCA to reach and grow their community

Download presentation

Andy Bell, Mint Digital

After showing us some smelly robot boxes (slight diversion but amusing all the same) Andy pleasantly launched in to the ‘tits and arse’ part of the evening talking us through C4′s online community to accompany their show  Sexperience.

Providing some useful tips on community layout, for example the Q&A section is the most valued part of the site so was designed to be prominent on the landing page, he also discussed how they chose to manage moderation for the community. There is after all a high level of sexual content submitted which isn’t inappropriate out of context but might need some tidying up or careful vetting first.

Andy’s Top 3 tips:

1. Anonymous posting can work – particularly dependent on the audience (shy teens) and nature of the conversations (am I normal?)
2. If you’re genuinely an educational site and not limited by commercial aims you can afford to be more risque and push the boundaries
3. Know the purpose of the community. There must be a point to why you’re online and gathering together other people online

Download presentation

Gordon Fletcher, The BMA

Like The ACCA Gordon started with showing us why The BMA felt they needed to get involved in online conversations – they were facing a lot of criticism. The role of getting involved and turning those conversations around fell to Media Relations as the only people in the organisation willing to take on the job. (Note: Saying that, their work has been so successful The BMA is now looking at a company wide Social Media strategy).

Their starting point was initially to engage more Drs with their events. Gordon made the valuable point that events are expensive, simple extending those events with a live cast and online chat integration almost immediately maximises their existing investment in conferences – and reaches more people.

Gordon’s Top 3 tips:

1. Tip
2. Growing community is great, mobilising is better. What do you want them to do once you’ve gathered them all together?
3. Don’t forget old media can be interactive. For example email still works and some people still want to have conversations via that medium

View Prezi

Tayler Cresswell, Liberty842

Tayler is the community manager for the long running online community for the BBC’s The Archers. A radio soap The Archers community, like Sony’s, is extremely knowledgeable and see The Archers, the characters, and their storylines as their specialist subjects.

Tayler gave us a look at what happens during a major community event, like Nigel-gate the killing off of a major character, to show us how a vocal community who feels they “own” the brand can respond and as the official community “owner” how that feels and how you should react.

Tayler’s Top 3 tips:

1. Stay calm in the face of controversy
2. Your community are specialists, so you need to know your subject too
3. Feedback to HQ/the mother ship regularly with insights/feedback/highlights from the community

Download presentation

Did you find this post useful? Someone else might do to0, please spread the knowledge and share via Twitter, Linked In, Facebook, Delicious or leave a comment below.

For more info about the guest speakers and what they’ll be talking about, read on.

BBC: The Archers / Liberty842

Tayler Cresswell [@tayler], Host of The Archers’ message board, Facebook page and Twitter feed, will talk about the highs and lows of listener interaction and feedback. She’ll give examples from the furore around killing off Nigel Pargetter; how listeners celebrate (and subvert) the programme’s content, its long history and its characters – from stalwarts to silents and even ghosts; and how conversation differs across social media channels. Liberty842

Association of Chartered Certified Accountants/ Tempero

Charlotte Garfield, Marketing Promotions Executive at ACCA will talk about how they decided to join the ranks and dip their toes into the social media pool, after watching their members and students create online communities in their thousands.

She will talk about the chronological steps they went through, from listening, talking to and finally identifying and encouraging their most enthusiastic users to act as advocates of ACCA. She’ll be joined by  Coral Summers, Account Manager, and Thane Ryland, Head of Insight. ACCA

Channel 4: Sexperience / Mint Digital

Sexperience is Channel 4′s hugely popular sex education website. The site is structured around the belief that teens learn from teens, so at every step it reduces the barriers to posting. Given the subject area and the demographic, this leads to a potentially high-risk moderation situation. Andy Bell [@bellomatic] from Mint will discuss how the site has been designed to reduce the risks and how they worked with Tempero to deliver a satisfying web experience. Mint Digital

British Medical Association

The BMA is a professional association for doctors. Over the last three years they have built a community of over 10,000 followers on twitter. Their social media activity drives traffic to their website and allows them to interact with a range of people interested in healthcare. But size isn’t everything; it is what you do with your community that is important. Gordon Fletcher [@GordonF] will talk about how the BMA has used social media to support their campaigning on NHS reform, their attempts to get more doctors involved with their conferences and their efforts to use video content to find out what their members think. BMA

Want to learn more about Social Media management or managing a community of your own? Please join  the Tempero Social Media Management group on LinkedIn.

If you’ve come to previous events you know that we book up fast so please reserve your [FREE] tickets here now Online Community Management: Tips & Tricks

More information below and if you have any questions or suggestions contact darika.ahrens AT tempero.co.uk

Interested in Twitter but worried you won’t attract any followers? Struggling to manage your Facebook fans (and detractors)? Wanting to start an online community for professionals but have only seen case studies of consumer brands doing this?

Online Community Management: Tips & Tricks

17th November: 6.30 – 9.00pm

For one night only the people behind C4′s Sexperience, Radio 4′s The Archers, The British Medical Association, The Association of Chartered Certified Accountants, and Sony are getting together to share their tips & tricks on managing online communities.

You’ll be able to ask them everything from how they got started to what happened once things got going.

This isn’t the usual presentations of fuzzy case studies. You’ll hear from the inhouse people championing their communities internally, to the agencies that build them and keep them running from day-to-day.

Brands speaking include:

• Mint Digital & C4′s Sexperience
• The British Medical Association
• Tempero & Sony
• The Association of Chartered Certified Accountants
• Liberty842 & BBC’s The Archers

6.00: Arrive for 6.30pm start

6.30 – 8.00pm: Presentations and Q&A

8.00 – 9.00pm: Drinks and networking

Venue: Tempero is now based in Exmouth House and on this occasion we’re being hosted by our lovely downstairs neighbours Mint Digital.

How to get to Exmouth Market?

Nearest tubes are Angel, Farringdon and Chancery Lane and all are about 10-minutes walk away. Kings Cross is a 15-minute walk or buses 19, 38,  63 or 341 run right here (stop Mount Pleasant Post Office).

Register now