Generally at some point during an online community we ask the members to complete a ‘mission’ of some sort. Now these are usually fairly mundane to the casual observer, and members only get reimbursed for their outlay.

So I was thinking, hmmmm, can’t really imagine how many are actually going to bother. In today’s world isn’t it all about how much you can get for the least amount of effort? Well, at least it feels that way sometimes.

But not only did they ‘choose to accept’ their mission, but they did it with a gusto and a sense of fun and adventure that both surprised and delighted me. In fact I found myself laughing out loud repeatedly reading their ‘post mission reports’.

Their mission? Very benign. To buy a drink from a convenience store and take a photo of the display if they can. Look at ‘em go!

I have never had people in a focus group get so clearly involved and have so much fun participating in research. I can only think then that it’s the online space that has enabled members to free their inner secret agents! I can’t wait until the next one.

It has been a pretty hectic first month for me at Latitude Insights but what a blast it’s been. Already immersed in two very different communities it’s been great to learn and understand the various methods that make managing a community such a rewarding and valuable experience, not just for me but for our clients and members as well.

I have an online research background, so the idea of communicating with people via the Internet wasn’t new to me and is something I find very interesting. There is definitely a certain skill required to get the most out of people with whom you have no actual direct contact with but as people become more and more online savvy, the less noticeable the gap between online and offline communications continues to become. You may miss out on seeing how people express themselves physically but online I find that people are much more inclined to open up to you with information they may not usually share in a face to face environment.

Online communities evolve and run like any other community. There are leaders, there are followers and a mesh of relationships will build with time. What surprises me is just how quickly this happens. After the initial login, members introduce themselves and find common ground, as you would when you meet someone for the first time in real life. As a moderator, it’s a matter of using and nurturing these relationships in order to get participants talking with each other and also with me. Before long members are discussing and posting topics of their own such is the comfort that they have sharing information in the community. Communicating online is now no longer seen as scary or the domain of the IT geeks and as a result people are so much more comfortable engaging with others and meeting new friends. They help each other, they celebrate each other’s achievements and support each other through troubled times, just like a real community.

As a moderator I’ve learned that in the end I have to keep order but still don’t want to be the ‘tough guy’ who isn’t seen to have fun or have a personality and can be someone who members will want to chat and share their experiences with. How can I expect everyone in the community to share themselves if I’m not doing it myself?

I was used conducting focus groups with up to 8 participants at a time so have had to adjust to communities of over 100 running over a much longer time period. Sure, not everyone is talking at the same time but it really is great to see a larger group dynamic evolve to include me but also the experience of friendships grow and build.

Like the communities, I’m looking forward to growing and building upon my experience as time goes on.

It’s almost been a year since I started working with insights communities and I have learnt that they are filled with constant surprises. If you had asked me last September, what I expected from a role of an insights community moderator, I would have summed up, “To facilitate focus groups…online”. So a year later, what do I have to add?

Today I would say that a community moderator is more than just a facilitator. We spend months with participants in a community – I’ve even had a member describe the community as his “second family”. This is not unexpected; given that everyday we are invited into the lives of members. We travel their paths through pregnancies, holidays, graduations, and even funerals. The role of moderator is stretched to confidante, advisor, watchdog, IT tech, storyteller, leader, pupil, events organiser, cheerleader, and friend.

So, walking the thin line between the professional and personal, how does this tie in with our research? How do we remain objective, whilst we are subjective to the trials and tribulations of our members? I believe we don’t. Through the lens of familiarity, we grasp a deeper understanding of where members are coming from. Communities provide an environment to harness relationships, and this is a unique opportunity for qualitative research.

In the last year I have learnt how to be a better moderator by getting to know members. I have learnt how to be a better researcher by analysing data within a broader context. I look forward to the next 365 days of communities, and welcome whatever twists and turns they may bring…

Latitude Insight’s case study of iPhone users uncovered just what consumers find so fascinating about the iPhone, why they use that four-letter word – LOVE, and how brands can become part of this ‘affair’.

The study revealed that Smartphones change user’s lives. Initially thinking they are getting a new phone, with email and web capabilities, they find iPhone gives them so much more.

It helps them communicate. It makes them more connected because of its web capabilities. But going even further, the real benefits are about being more entertained, more efficient in what they do, having more freedom because they are not stuck to a computer, and having more ability do things away from home and work. It’s a whole new world where users can do things anywhere, anytime.

Smartphone users also admit to relying less on their computer now they have a mobile device. With predictions that by 2011, 85% of handsets will have some sort of browser, it’s important brands recognise the opportunity mobile devices gives them in terms of another distribution channel to engage with their customers.

Furthermore, with over 100,000 apps available, many free, it’s important apps have lasting traction. They need to ‘do’ something and have a tangible impact on time or convenience to be worthwhile and valued by users.

There is some debate over the value of social media tools in qualitative research, particularly in regards to open communities for research purposes. Open communities are public social networking sites, such as Facebook, Twitter, MySpace etc, which provide a continuous stream of peer-to-peer conversation.

Although both open and private communities sit under the social media umbrella, they require different research approaches from a qualitative perspective. Understanding the benefits and limitations of each type of community is essential in research design, data collection and analysis.

Below I’ve outlined some key considerations for researchers…

Benefits of open communities

Organic conversations - As public communities do not have a formalised structure, the conversations that occur are completely natural – giving researchers an understanding of topics that are of genuine interest to the consumer.

A wider audience – 75% of Australians are members of social networking sites. Many of these people may never have participated in market research and probably never would.

Cost effective - With no community set up costs, listening to these conversations is essentially free.

Limitations of open communities

Lack of context – As open communities are available to the public, there is greater difficulty in determining whether conversations reflect your target audience.  There is no real way of telling who is ‘talking’ and whether they have a predetermined agenda.  The lack of context provided is another challenge in gaining relevant insight.

Time consuming – Conversations are spontaneous, unprompted and live 24 hours a day. Trawling through thousands of conversations can be relatively time ineffective, with no guarantee that people will be talking about your brand/product.

Restricted pre-determined research objectives – As mentioned above, the raw, spontaneous nature of conversations means that defining a specific set of research objectives is unrealistic, and potentially counterproductive in listening to open communities in the first place.

No methodology is without flaw, however a balanced understanding of each tool and its application will provide a wider scope for research. While open communities offer a platform for listening to organic conversation, they do not give researchers the ability to direct discussions for further probing. However, these types of communities may be a useful starting point, and, when coupled with additional tools, can provide the researcher with a deeper understanding of the consumer.