Statement Of Moderation Qualifications

©2010 JTS Online Holdings Inc. dba Impact Interactions. CONFIDENTIAL. No portion of this statement of qualifications may

be distributed without written permission of JTS Online Holdings Inc.

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Statement of Moderation Qualifications



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“Thank you for your interest in Impact Interactions. We are in business to make your project and team succeed using the best practices we’ve developed over the past ten years in social media and online community management. The team that you will work with hasn’t just read about social media, or used Twitter to become social media celebrities, or worked solely as part time moderators or chat hosts; instead they’ve been busy helping some of the largest brands in the world realize measurable results using social media and online communities. Our team has practical real world experience which will help your project exceed its objectives. Impact Interactions is ready to be your trusted advisor and partner in the evolving social media world. After your review of this introduction, please give me a call to discuss how we can help you join the list of our successful clients.” Mike Rowland, President (410) 604-3304



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At Impact Interactions, we know that the success or failure of your site is directly impacted by how your moderation team is able to balance the needs of your organization with the needs of your members. Our team has over 25 years of combined experience in helping large organizations get significant results with their online communities and social networks. The management processes we bring to our engagements will help you avoid the mistakes common to many new online communities and social networks. We are pleased to share our moderation and management qualifications with you as you consider hiring an outsourced provider. Our Approach to Moderation: Moderation activities must balance the results the client desires with the needs of the members. We do not adhere to the idea that control is transferred to the members. Rather, our moderation teams facilitate meaningful exchanges between members and with our clients. To accomplish this balance, our facilitation experience encourages activity and model behaviors without using a heavy handed approach. We utilize the existing software administrative functionality wherever possible to manage our clients’ sites but have the capability to build administrative consoles if needed. To facilitate the growth and results of the online community for our clients, Impact Interactions provides a trained community management team to moderate and report on the site’s progress. Community moderation prevents unwanted spam, offensive content, and copyrighted materials from remaining in the online community. But more than that, community managers facilitate interactions and act as a first line of customer support for visitors and members who need help using the site. We use a centralized moderation approach rather than a group of part time virtual moderators working from home. By developing a trained professional team that is engaged with your efforts, we deliver superior results to our clients that virtual teams cannot match. We don’t sell software. We use the software that your team has chosen and use it to facilitate results for you. If you haven’t selected software, we can help guide you through the process of finding the software which will perform the best for your particular needs. Lastly, we also believe that moderation doesn’t work in a vacuum. We encourage a collaborative relationship with our clients and maintain open lines of communication at all times. Part of this communication includes reporting on our activities and may include the activities of your members through our monthly insight reports. These reports utilize both metrics and qualitative insights coupled with our experience based experience to give our clients a full view of their efforts online.



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Our Management Team: Mike Rowland, President – Mike has lead teams of community management specialists since 2000. He currently acts as the executive contact for many of our moderation engagements including our work with NetApp, AARP, SAP, Disney, SHC Direct, American Chemical Society, and Intel. Mike also guides our consulting practice to deliver the best practices we’ve gained as a team working with both B2C and B2B communities. Prior to founding Impact Interactions in 2003, Mike was the Director of Operations for Participate Systems (aka Participate.com), an early pioneer in outsourced community management services and reporting, Mike guided the creation, launch, management, and reporting on over 40 clients. Mike earned a BA in Economics and an MBA in Marketing/Consumer Behavior. Lauren Bittner, Social Media Consultant – Lauren has over seven years of experience in helping companies from Ace Hardware to IBM to McGraw Hill Publishing utilize online communities to achieve organizationally significant results. In addition to her work in the community industry, Lauren also has experience in the online marketing, customer experience, and loyalty programs for clients. Adam Crawford, Social Media Consultant – Adam is an experienced social media professional with over ten years experience in helping large organizations with their social media and online communities. In his experience, Adam has managed teams of moderators for such diverse companies as NBCi, ATT, AARP, and Ace Hardware. Further extending his social media experience, Adam was an Account Development Manager for Open Text, a leading Enterprise 2.0 content management and social media software company for the past five years. This gives Adam a wide understanding of not only the processes and procedures for social media programs, but also a solid understanding of the technology requirements needed for success. Prior to Open Text, Adam worked for Participate.com Robert Hu, Manager of Client Services –Robert manages our moderation teams for clients such Cisco and Disney. He understands the challenges and proper management techniques to run a successful community. The Manager of Client Services acts as the first point of contact for our clients. Our Offices:

http://opentext.com/



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Our Moderation Experience:

Cisco Communities – We are currently moderating over 15 communities for Cisco. This includes the CSC NetPro community, one of the top destinations on the internet for system architects and network engineers. Working collaboratively with our team at Cisco, the entire online community process was created to launch and manage this community of over 300,000 members. Additional community activities for Cisco include moderating Partner Central Community for certified partners, SMB Support Community, Collaboration Products Community, Service Providers Community, CSC Hall of Fame Program, CSC All-Star Awards Program, and the project management of NetPro Poland and NetPro Japan( native language communities in Polish and Japanese).

Disney Parks – Working with The SuperGroup agency our teams successfully moderated the My Magical Disney Vacation promotion. This interactive project allowed visitors to the site to upload their photos in order to edit a “face” headshot for up to five people. These faces were then uploaded to a Disney flash video based upon the user’s responses to four questions about vacation likes and dislikes. Once selected, the video used the faces to show the user’s friends/family enjoying a selected vacation at a Disney Theme Park. Upon completion of the video, the user was able to upload the video to his/her Facebook/MySpace page, place a link on Twitter, embed the video (similar to YouTube) on their own web page, or email the link to a friend. Our work required us to review each face for copyright, terms of service violations, and compliance with the project’s goals.



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NetApp – Our consulting team has delivered online moderation and facilitation training services to the NetApp internal SMEs and community team. With a focus on the business-to-business (B2B) and developer community best practices developed by Impact Interactions, we moved the team away from using many of the business to consumer (B2C) community processes and techniques which were limiting the success of their community efforts.

AARP – We moderated the AARP social network and online community for over four years using multiple platforms (Prospero, Bolt, Pluck). We moderated the AARP community between the hours of 9:00 am to 12:00 am Monday through Friday, with additional moderation service on weekends. Our moderators reviewed groups, videos, photos, blogs, profiles, and acted as the first level of customer support for all members of the network for this large community. The team handled all community related emails sent to AARP. During 2008 and 2009, we moderated the AARP Money Channel Community, a pilot focused upon personal finance for members.

SAP AG – SAP selected Impact Interactions as its community project manager due to our extensive knowledge of online communities. With our assistance, SAP launched an updated online community which gave its members the ability to personalize the content, interactions, and contact levels from SAP. Specific moderation work included the training and mentoring of in-house moderation teams across the globe in local native languages for communities launched in more than 18 countries. Prior moderation experience with SAP included global online events (live chats with webcasts over a twenty four hour period), moderation of the global business community, and insight reporting. SAP is currently a consulting client with our work centered in analytics and partner communities.



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Intel Software Network – We developed a loyalty program to reward and recognize community leaders in this software developer community. Working closely with the existing community team, we taught Intel techniques in moderation and facilitation to draw out key members of the community to build additional discussions and relevant content. Our work also encompassed building out business requirements for Intel’s community platform vendor to accomplish the feature build out necessary for success.

ATT WorldNet Services – Our experience in moderating ATT’s Community Port helped increase the retention rates of their dial up subscribers. By moderating and facilitating conversations on message boards, helping members to build personal web pages, hosting celebrity chats, and maintaining clean discussions in chat rooms, Community Port’s membership grew over 250% in its first year. (Former client at Participate Systems)

SoapCity (Sony Pictures Digital Entertainment) – Our experience in offering interactive features such as viewing games (while shows were televised), unique online community games and contests using fan favorites following a Survivor theme, and basic message boards built repeat visitor levels in excess of 20% on a daily basis (20% of all weekly visitors came back to the site at least daily). (Former client at Participate Systems) Dawson’s Creek (Sony Pictures Digital Entertainment) – Our experience in managing chats and message boards dedicated to the fans of the television show, helped SPDE promote the show and to develop fan interest across the younger audience members devoted to the show and its characters. (Former client at Participate Systems)



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Cabelas.com – Cabela’s is the premier outfitter for serious outdoor activities. With a large online retail operation to compliment their retail store strategy, Cabela’s required a more interactive web site to build repeat visits and drive additional commerce activities. To accomplish this goal, an online community featuring message boards, photo boards, games, trophy rooms, and online contests was created. In addition to helping with technology selection, all processes for managing the community and reporting on its results were developed. The moderation for this site was strict due to the potential for controversy in showing animals killed for sport. (Former client at Participate Systems)

Staffing For Client Projects: Impact Interactions works with its clients to provide a level of service unmatched by our competitors who utilize virtual moderation teams composed of college students and part time independent contractors. Our moderation center in Maryland houses our staff of fully trained employees who are ready to help you with your communities. Each of our moderators is fully trained in your software’s admin capabilities, facilitating conversations online, copyright issues, and techniques to manage flame wars and unruly behavior online. To handle our client’s needs, Impact Interactions will staff the project with a client manager who acts as your day to day contact. The client manager will supervise the team of moderators assigned to your community or communities. For clients requiring 24/7/365 moderation, we utilize our partners in Europe and India. The team members assigned successfully completed our training classes on moderation. Currently our partners assist us with European assignments and local (non-English) language moderation clients. By using a “Follow the Sun” approach to moderation, high activity communities can be moderated in a unified, cost-efficient manner for our clients. Contract Duration, Service Level Agreements, and Terms Impact Interactions prefers to enter into annual contracts with our clients for ongoing community moderation services. In cases where the project is a campaign running for less than a full year, we will enter into project specific contracts. To ensure that we meet our client’s expectations, we will negotiate acceptable Service Level Agreements (SLAs) that cover our work. We invoice our clients monthly for our work. Our terms are net 30 days from date of invoice. References Are Available Upon Request

Statement Of Moderation Qualifications

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