Week 1 Assignment: Community Management Using Communication Tools
1. Selection of Communication Tools
① Slack → Suitable for operational efficiency and information sharing
・ Easy to automate using GAS
・ Organization of business workflows (channel structure, task management)
・ Detailed permission management is possible
② Discord → Suitable for community building and fan engagement
・ Can interact frankly with customers
・ Strong in audio/video events (live streaming, exclusive content)
・ Encourages participation with a game-like feel (leveling up, role functions, etc.)
↓
Since ① is for internal use and ② is for customers, I decided to operate from the perspective of running a company, so I decided to proceed with the policy of ①☺
2. Formulation of Operational Plan
2.1. Channel Structure
① Company-wide/Basic Operations
#general (General announcements, important notices)
#random (Casual chat, promoting communication)
#onboarding (For new members, manuals, FAQ)
#attendance (Attendance management, shift sharing)
② Task-specific channels
#sales (Online sales, EC strategy, sales sharing)
#marketing (Marketing, SNS, advertising measures)
#customer -support (Customer support, inquiry sharing)
#logistics (Inventory management, shipping schedule)
#product -feedback (Product feedback)
#business -development (Development planning, new business consideration)
③ Information regarding fragrance/product sales
#fragrance -trends (Fragrance trend information)
#collaboration (Collaboration information with brands/companies)
2.2. Section Design
① Company-wide/Basic Operations Section
Purpose: To facilitate smooth company-wide operations and information flow
Target audience: All employees, management
② Task-specific Section
Purpose: To facilitate daily task progress, progress management, and inter-departmental coordination
Target audience: Members of each department, team leaders, project managers
③ Fragrance/Product-related Section
Purpose: To collect information on product and fragrance direction, share trends, and discuss future developments
Target audience: Product development, marketing, perfumers, designers
2.3. Member Invitation/Acceptance Policy
① Target audience
→ Internal members only (full-time employees, contract employees, interns)
② Acceptance flow
1. Slack invitation (conducted by administrator or person in charge)
2. Guidance in #onboarding channel (basic rules, self-introduction)
3. Join necessary task channels (considering automation with GAS)
③ Role and permission management
Administrator → Member management, channel settings
Team leader → Channel management, invitations
General member → Join necessary channels, post
2.4. How to utilize GAS
① Company-wide/Basic Operations Section
🔹 Automatic recording of attendance/departure reports
When a member posts "attendance" or "departure" in #attendance , GAS automatically records it in a spreadsheet
🔹 Automatic notification of leave requests
Accept leave requests via Google Forms and automatically notify #attendance after approval
② Task-specific Section
🔹 Automatic sharing of sales data
Automatically post sales information managed in Google Sheets to #sales on a weekly basis
🔹 Automatic report of SNS analysis
・Acquire engagement data from X (formerly Twitter) and Instagram and share it regularly in #marketing
・ Aggregate in Google Sheets and generate weekly/monthly reports
🔹 Automation of inquiry management
・Accept inquiries via Google Forms, and GAS records them in a spreadsheet & notifies #customer -support
・ Database past inquiry history and organize as FAQ
🔹 Automatic notification of inventory status
Monitor inventory status in a spreadsheet and automatically send an alert to #logistics when it falls below a certain number
🔹 Sharing of shipping schedule
Notify #logistics of order information scheduled for shipment every morning
🔹 Data collection/analysis of SNS and review sites
・Acquire SNS posts containing specified keywords and share them in #product -feedback
・ Collect user opinions via Google Forms and automatically aggregate them with GAS
③ Fragrance/Product-related Section
🔹 Automated collection of the latest fragrance trends
Periodically retrieve information from news sites and post to #fragrance -trends
🔹 Sharing collaboration information
Periodically notify #collaboration of the progress of projects managed in Google Sheets
2.5. Efficient Workspace Management Methods
① Information Organization and Channel Management Rules
🔹 Set posting rules based on purpose
→ Clarify the purpose of each channel and standardize post content
・✅ #general → Important company announcements only
・✅ #sales → Sharing EC sales and promotional information
・✅ #customer -support → Sharing inquiries and complaints (no casual chat)
🔹 Create an environment that is easy to search
・Standardize tagging rules to make information easier to find
Example: Standardize keywords such as "[Report]", "[Question]", "[Important]"
・Keep important information always visible using the pin function
・Regularly organize unnecessary posts to keep the workspace easy to view
🔹 Keep the number of channels appropriate
・Regularly delete or archive inactive channels
・Consider merging if similar topics appear in multiple channels
② Communication Optimization
🔹 Standardize reactions
・Standardize reactions such as 👍 (confirmed), ✅ (action completed), 🔄 (in progress)
🔹 Actively use threads
・Organize long exchanges in threads to keep the timeline clean
🔹 Appropriate use of notifications
・Prohibit abuse of @channel / @everyone, and recommend individual mentions (@name)
3. About AI Utilization
3.1. How to utilize AI tools in community management
🔹 Automated replies/FAQ handling (strengthening customer support)
→Utilize AI chatbots (Google Dialogflow or ChatGPT API)
・When an inquiry is posted to #customer -support, the AI provides an immediate answer
・Train with FAQ data to provide automated responses to common questions
🔹 Automated post classification/organization (improving information visibility)
→ Utilize AI to automatically organize Slack posts
・Analyze content posted to #product -feedback and classify it into categories like "positive", "negative", "areas for improvement"
・Automatically aggregate important opinions and create periodic reports
🔹 AI-based sentiment analysis (visualizing user reactions)
→ AI analyzes reviews and SNS posts to visualize reaction trends
・Example: Increase in positive reviews → Identify successful measures
・Example: Increase in negative reactions to specific keywords → Early improvement
3.2. Specific improvements and implementation methods
✅ Introduction of AI chatbots
Utilize Google Dialogflow or ChatGPT API
Integrate with Slack's #customer -support or #onboarding to automatically answer questions
Train with past FAQ data to support new members in resolving questions
✅ Automated feedback aggregation
・Aggregate and classify #product -feedback posts using GAS + AI
→AI classifies feedback content into "favorable", "needs improvement", etc., automatically records it in a spreadsheet, and posts a summary to Slack weekly
✅ Automated collection and analysis of SNS reactions
SNS API (Twitter, Instagram, etc.) + AI analysis
Automatically post trend information to #fragrance -trends in real-time
Utilize sentiment analysis to visualize "what kind of scents are attracting attention"
3.3. Expected effects and challenges
🔹 Expected effects
✅ Automation of inquiry handling → Reduced man-hours & increased customer satisfaction
✅ Data-driven decision making → Faster product improvement
✅ Immediate grasp of SNS/market trends → Rapid marketing measures possible
🔹 Assignment
⚠ Need to improve AI accuracy (FAQ maintenance required)
⚠ Quality control for AI-generated posts (Need a mechanism to prevent misinformation)
⚠ Distributing operational workload (Do not rely too much on AI; incorporate human checks as appropriate)