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LiveWorld’s Hands-on Management and Excellent Account Service

LiveWorld experienced and expert staff provide these services:

• Account management teams, process, and tools
• Community management
• Moderation: standard, topical, programmed; multiple languages
• Value-add day-to-day insight and dedicated consulting projects

LiveWorld approaches each project by becoming a member of the client’s team; your goals are our goals.

Account team: Each client is assigned a LiveWorld account team consisting of an account sales representative, launch manager, community manager, and technology lead. If appropriate to the project, we also assign a solutions development lead and an executive sponsor. Larger ongoing programs include formal quarterly reviews with the client.

Account and project management process and tools: LiveWorld approaches client projects with processes and tools we’ve optimized for excellent community implementation. Subject to the specifics of each project, these include project definition check list, formal specification, client message board and issues/change tracking systems, and ongoing and post-project reviews.

Launch management: Experienced community managers with extensive track records in bringing new products to market, our launch managers are also experts on LiveWorld services from both a user and administrator perspective. They work closely with our technical group to implement and/or customize the experience each client expects. Launch managers follow the project from strategic conception to online introduction, and transition the product to the ongoing care of community managers.

Community management: With a clear understanding of the ideal online venue that each client envisions, community managers are responsible for ongoing attention to its growth and development. The day-to-day client contacts, community managers become experts on the developing community, manage any LiveWorld-provided moderation, providing initial seeding, and follow with recommendations for appropriate programming, needed modifications, and techniques for encouraging member exchange.

Moderation: LiveWorld moderators are trained, experienced facilitators of online communication. Our extensive network of hundreds of moderators around the world allows us to staff client venues around the world and around the clock. From sweeping client venues (scanning or previewing for appropriate content and resulting action), to modeling leadership as hosts, to creating appropriate programming, our moderators are capable of the full range of social exchange. LiveWorld trains and manages moderators with a variety of subject matter and skills such that we can implement standard, topical and programmed community venues. LiveWorld’s extensive moderator network covers a wide range of topical knowledge and skill sets uniquely enabling us to match moderators to each client’s needs. When launching a new community we initially assign our most experienced moderators to ensure optimal results in this critical early stage. Our moderator team cuts across many languages and cultures enabling us to deploy global solutions in local languages (Roman and Asian Double-Byte) and supporting the dynamics of local cultures. Community management oversees the group, guiding them with client-specific documentation and training.