1. Free Pint The Business Information Community Community Interaction and Service Adaptation Communities >> Promoting Interaction >> Adapting Services Presented by William Hann Managing Editor, Free Pint

2. Free Pint The Business Information Community Community Interaction and Service Adaptation Content Knowing who your users are Knowing what they want Promoting interaction & repeat visits –Repeat traffic –Quality of the Bar –Content –Customer service

3. Free Pint The Business Information Community Community Interaction and Service Adaptation What is Free Pint? Community of 28,000 business information searchers Twice monthly newsletter seen by over 100,000 readers Research forum (the Bar), book reviews, events, news, tipples

4. Free Pint The Business Information Community Community Interaction and Service Adaptation

5. Free Pint The Business Information Community Community Interaction and Service Adaptation Knowing your users Registration –Short –Optional –Terms of Use and Legal Notices

6. Free Pint The Business Information Community Community Interaction and Service Adaptation Knowing your users Manual tally sheets Telephone responses Customer service –Speed of response –Politeness and respect –Reliability –Hand written compliments slips –Beermats

7. Free Pint The Business Information Community Community Interaction and Service Adaptation Knowing what they want Reading lists (LIS-LINK, BUSLIB-L etc.) Keeping in touch (articles, Favourite Tipples, book reviews) Read all postings at the Bar

8. Free Pint The Business Information Community Community Interaction and Service Adaptation Free Pint Bar

9. Free Pint The Business Information Community Community Interaction and Service Adaptation Repeat Traffic Bar Digest –All postings emailed 3 times a week Daily Tipple Bar submissions by email

10. Free Pint The Business Information Community Community Interaction and Service Adaptation Repeat Traffic Bar summary in newsletter

11. Free Pint The Business Information Community Community Interaction and Service Adaptation Repeat Traffic Account Management

12. Free Pint The Business Information Community Community Interaction and Service Adaptation Repeat Traffic Personalisation

13. Free Pint The Business Information Community Community Interaction and Service Adaptation Quality and Content Quality –Quality of Bar postings and correction of errors –Delete rude postings Content –Quick Tipples on homepage –Newsfeed, events and book reviews with purchase options

14. Free Pint The Business Information Community Community Interaction and Service Adaptation Communities >> Promoting Interaction >> Adapting Services Presented by William Hann Managing Editor, Free Pint