03 Introducing BBM Channels04 Understanding BBM Channels06 Create a BBM Channel on your BlackBerry smartphone07 Create your Channel using the Web Console08 Grow your lists09 Create a Post on your BlackBerry smartphone10 Create a Post using the Web Console11 Tips for creating Posts13 Manage your Channel14 Reporting

Contents

Your customers don’t sit still. Neither should your message. With BBM™, your messageis truly mobile – delivered to your customers in real time right on their BlackBerry,iPhone or Android smartphones.

Below, you’ll discover how to make the most of BBM to grow your lists, spark customer engagement, and develop a community that you can nurture and inspire.

The guide also offers step-by-step instructions to help you:

• Launch a BBM Channel • Create a BBM Channel post • Understand how to moderate your Channel • Report on Channel success

BBM Channels

BBM Channels Owner’s Guide & Best Practices | 3


Understanding BBM ChannelsWho should create a BBM Channel

Real-life moments happen wherever you are. Now there’s a way to share those moments instantly on BBM Channels. BBM Channels allows anyone, from local businesses and large brands, to artists and champions, to spark a conversation in real time with their audiences.

Who should create a BBM Channel

Real-life moments happen wherever you are. Now there’s a way to share those moments instantly on BBM Channels. BBM Channels allows anyone, from local businesses and large brands, to artists and champions, to spark a conversation in real time with their audiences.

UnderstandingBBM Channels


...

001Smile

002Wink

003Big Grin

004 005ROFL

006Hugs


008Party!

009Tongue Out

010eye Lashes

012Kiss

013Straight Face

014Raised eyebrow

015Sarchastic

016Shrug

018Talk to the Hand

017 019Eye roll ing

020 021Confused

024Sad

022Sick / I l l

023

011

025Crying

026Angry

027Embarrased

028Phew!

029Huh?

030Surprise

031Can’t Watch

032Huh?

033Shhh!

034Angel

035Devil

036Nerd

037Cool Glasses


039One Moment

040Call Me

041Co�ee

042Beer

043Wine

044Dinnerware

045rose / Flower

046Gift

047Bir thday

048Star

049Aeroplane

050Driving

051Music

052Thought Bubble

053Clock

054Thumbs Up

055Thumbs Down

056Heart

057Broken Heart


061Rock On!

062Pirate

063Silly

064Applause

059Waving

060Ears covered

065Sleeping

066Crazy

067Stoned / Dizzy

068Drooling

069D’oh!

070Steam from ears

071Shhh!

073Penguin

074Sheep

075Pig

072Peace Sign

084Drink, Cocktail


076Snow

091BLANK

089Pizza

090Money

077Sun

078Rain Cloud


080Umbrella

081Film

082Email


088Running Guy

086Phone

087Splat Icon


Understanding BBM ChannelsWho should create a BBM Channel

Local business Use BBM Channels to connect with existing and new customers. BBM Channels can help you share, promote and amplify your message.

Brands Expand your brand presence with BBM Channels. Engage your mobile customers with compelling stories, promotions, videos and more. Listen and respond to your customers in real time.

Organizations and not-for-profits Amplify your message and drive action.

Artists Engage your fan base: Let them discover you more easily, to talk about you avidly. To engage with you more, trust you more, like you more.

You Make connections and engage with your community about things that matter and inspire you. It’s simple, free and always on, just like you.

Who should create a BBM Channel

Local business Use BBM Channels to connect with existing and new customers. BBM Channels can help you share, promote and amplify your message.

Brands Expand your brand presence with BBM Channels. Engage your mobile customers with compelling stories, promotions, videos and more. Listen and respond to your customers in real-time.

Organizations and not-for-profits Amplify your message and drive action.

Artists Engage your fan base: Let them discover you more easily, to talk about you avidly. To engage with you more, trust you more, like you more.

You Make connections and engage with your community about things that matter and inspire you. It’s simple, free and always on, just like you.

UnderstandingBBM Channels


...

001Smile

002Wink

003Big Grin

004 005ROFL

006Hugs


008Party!

009Tongue Out

010eye Lashes

012Kiss

013Straight Face

014Raised eyebrow

015Sarchastic

016Shrug

018Talk to the Hand

017 019Eye roll ing

020 021Confused

024Sad

022Sick / I l l

023

011

025Crying

026Angry

027Embarrased

028Phew!

029Huh?

030Surprise

031Can’t Watch

032Huh?

033Shhh!

034Angel

035Devil

036Nerd

037Cool Glasses


039One Moment

040Call Me

041Co�ee

042Beer

043Wine

044Dinnerware

045rose / Flower

046Gift

047Bir thday

048Star

049Aeroplane

050Driving

051Music

052Thought Bubble

053Clock

054Thumbs Up

055Thumbs Down

056Heart

057Broken Heart


061Rock On!

062Pirate

063Silly

064Applause

059Waving

060Ears covered

065Sleeping

066Crazy

067Stoned / Dizzy

068Drooling

069D’oh!

070Steam from ears

071Shhh!

073Penguin

074Sheep

075Pig

072Peace Sign

084Drink, Cocktail


076Snow

091BLANK

089Pizza

090Money

077Sun

078Rain Cloud


080Umbrella

081Film

082Email


088Running Guy

086Phone

087Splat Icon


Create a BBM Channel on your BlackBerry smartphone Within BBM Channels, select the icon, then select Create Channel.

1. Pick a Channel Name: This is where you will input the name of your Channel. Typically, this is the name of your brand, store, band etc. This name is how customers can search you, so make sure it is intuitive.

2. Upload your BBM Channel Profile Image by selecting the image. This is the image that will represent your Channel. Image size: 720x720 (automatically reduced to 32Kb).

3. (Optional) Write a short description about your channel. This is a free form description of your channel and its content. It’s a great spot to tell your audience about your channel and your story, store or product. You can edit this section at any time.

4. (Optional) Add your contact details so people can find and contact you. You can add your: Phone Number, E-mail Address, Website and Address. If you choose to add your address, you can enable the Show Map feature.

5. From the drop down menu, select your Country and Channel category. The Country and Category information will be used to enhance future search results.

6. Specify your Communication Options: Allow BBM Chat with your Channel Members. Note: you can turn this feature On and Off at anytime in the channel settings.

7. Select your preferences for Comments and Search Discovery. You can enable or disable channel members from commenting on your posts by selecting On or Off respectively. To moderate comments, enable the Approve Member Comments feature. You can also enable or disable Search Discovery. If you disable Search Discovery your channel will not appear in search results.

8. When you are happy with your Channel setup, Select Save.

You can create a BBM Channel in 8 simple steps:

1

2

3

4

5

6

7

8

You can create a BBM Channel in 8 simple steps:

Within BBM Channels, select the icon, then select Create Channel.

1. Pick a Channel Name: This is where you will input the name of your Channel. Typically, this is the name of your brand, store, band etc. This name is how customers can search you, so make sure it is intuitive.

2. Upload your BBM Channel Profile Image by selecting the image. This is the image that will represent your Channel. Image size: 720x720 (automatically reduced to 32Kb).

3. (Optional) Write a short description about your channel. This is a free form description of your channel and its content. It’s a great spot to tell your audience about your channel and your story, store or product. You can edit this section at any time.

4. (Optional) Add your contact details so people can find and contact you. You can add your: Phone Number, E-mail Address, Website and Address. If you choose to add your address, you can enable the Show Map feature.

5. From the drop down menu, select your Country and Channel category. The Country and Category information will be used to enhance future search results.

6. Specify your Communication Options: Allow BBM Chat with your Channel Members. Note: you can turn this feature On and Off at anytime in the channel settings.

7. Select your preferences for Comments and Search Discovery. You can enable or disable channel members from commenting on your posts by selecting On and Off respectively. To moderate comments, enable the Approve Member Comments feature. You can also enable or disable Search Discovery. If you disable Search Discovery your channel will not appear in search results.

8. When you are happy with your Channel setup, Select Save.

Create a BBM Channelon your BlackBerry smartphone


Favoriteic_favorite.png

ic_search.png

Search

ic_lock.pngLocktag

Editic_edit.png

Erase Tagic_delete.png

Shareic_share.png

Select Tagsic_select_more.png

ic_over�ow_action.png

Over�owAction

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Scan Barcode

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New Tag

SMART TAGS


Create your Channel using the Web Console

1. Visit www.bbm.com/channels. Please note that Internet Explorer support is coming soon. Please access this site from Google Chrome or Mozilla Firefox.

2. Input your BlackBerry ID credentials. Don’t have a BlackBerry ID? Simply visit www.blackberry.com/bbid to create one.

3. Agree to the terms and conditions and select Let’s get Started.

4. Select Create a new Channel.

5. Enter your Channel Name, Location and Description (optional).

6. Upload Channel Profile Image (200x200 px, JPEG, PNG or Bitmap).

7. Agree to the service Terms and Conditions.

8. Select Create.

Create a channel via the Web Console:Create a channel via the Web Console:

Create your Channelusing the Web Console


1. Visit www.bbm.com/channels. Please note that Internet Explorer support is coming soon. Please access this site from Google Chrome or Mozilla Firefox.

2. Input your BlackBerry ID credentials. Don’t have a BlackBerry ID? Simply visit www.blackberry.com/bbid to create one.

3. Agree to the terms and conditions and select Let’s get Started.

4. Select Create a new Channel.

5. Enter your Channel Name, Location and Description (optional).

6. Upload Channel Profile Image (200x200 px, JPEG, PNG or Bitmap).

7. Agree to the service Terms and Conditions.

8. Select Create.

...

001Smile

002Wink

003Big Grin

004 005ROFL

006Hugs


008Party!

009Tongue Out

010eye Lashes

012Kiss

013Straight Face

014Raised eyebrow

015Sarchastic

016Shrug

018Talk to the Hand

017 019Eye roll ing

020 021Confused

024Sad

022Sick / I l l

023

011

025Crying

026Angry

027Embarrased

028Phew!

029Huh?

030Surprise

031Can’t Watch

032Huh?

033Shhh!

034Angel

035Devil

036Nerd

037Cool Glasses


039One Moment

040Call Me

041Co�ee

042Beer

043Wine

044Dinnerware

045rose / Flower

046Gift

047Bir thday

048Star

049Aeroplane

050Driving

051Music

052Thought Bubble

053Clock

054Thumbs Up

055Thumbs Down

056Heart

057Broken Heart


061Rock On!

062Pirate

063Silly

064Applause

059Waving

060Ears covered

065Sleeping

066Crazy

067Stoned / Dizzy

068Drooling

069D’oh!

070Steam from ears

071Shhh!

073Penguin

074Sheep

075Pig

072Peace Sign

084Drink, Cocktail


076Snow

091BLANK

089Pizza

090Money

077Sun

078Rain Cloud


080Umbrella

081Film

082Email


088Running Guy

086Phone

087Splat Icon


Grow your listsOrganic discovery n Get your QR code out there: Print or post your BBM QR code to your marketing

collateral and social networks.

n Tell everyone you’re on BBM Channels by posting your PIN. To find your BBM Channels PIN, tap your BBM Channels Profile Image and find the 9-digital/ alphanumeric code starting with the letter “C”.

n Encourage your network to share: Invite your personal BBM contacts and tell your followers how to invite other people into your Channel.

n Post great content: Great content leads to more sharing which means more followers.

Paid discovery n Featured Channels: Premium placement in the Featured Channels pane of BBM – the entry

point for all Search and Discovery of Channels.

n Sponsored Updates: Engage prospective subscribers directly in their BBM “timeline” of Recent Updates. Guaranteed delivery, and guaranteed “on-glass” placement of your content to ensure viewability.

n Sponsored invites: Send limited, exclusive invites to your target audience to join your Channel.

Organic discovery

Grow your lists


• Get your QR code out there: Print or post your BBM QR code to your marketing collateral and social networks.

• Tell everyone you’re on BBM Channels by posting your PIN. To find your BBM Channels PIN, tap your BBM Channels Profile Image and find the 9-digital/ alphanumeric code starting with the letter “C”.

• Encourage your network to share: Invite your personal BBM contacts and tell your followers how to invite other people into your Channel.

• Post great content: Great content leads to more sharing which means more followers.

Paid discovery• Featured Channels: Premium placement in the Featured Channels pane of BBM – the entry point for all Search and Discovery of Channels.

• Sponsored Updates: Engage prospective subscribers directly in their BBM “timeline” of Recent Updates. Guaranteed delivery, and guaranteed “on-glass” placement of your content to ensure viewability.

• Sponsored invites: Send limited, exclusive invites to your target audience to join your Channel.


Create a Post on your BlackBerry smartphone

1. From your channel select Add.

2. Select Compose Post.

3. (Optional) Compose a Title for your post. Titles have a 100-character limit.

4. Within the Compose Post section start typing your post. If you would like to send your customer to a website, simply input the URL right into your copy block. Tip: before sending your customers to a website, check to see if it is mobile friendly. Posts have a 400-character limit,(including URLs) so we recommend that you use URL shortening services like Bitly).

5. Add an Image. Images are optional but recommended. Image aspect ratio should be 1:1 with an optimal resolution of 720 x720. Consider adding a .gif for visual interest. Max file size is 200 Kb.

6. When you are finished composing your post, select Post.

Use Posts to share stories, links, pictures and more with your network. To create a post:

Use Posts to share stories, links, pictures andmore with your network. To create a post:

Create a Post on yourBlackBerry smartphone


1. From your channel select Add.

2. Select Compose Post.


4. Within the Compose Post section start typing your post. If you would like to send your customer to a website, simply input the URL right into your copy block. Tip: before sending your customers to a website, check to see if it is mobile friendly. Posts have a 400-character limit,(including URLs) so we recommend that you use URL shortening services like Bitly).

5. Add an Image. Images are optional but recommended. Image aspect ratio should be 1:1 with an optimal resolution of 720 x720. Consider adding a .gif for visual interest. Max file size is 200 Kb.


...

001Smile

002Wink

003Big Grin

004 005ROFL

006Hugs


008Party!

009Tongue Out

010eye Lashes

012Kiss

013Straight Face

014Raised eyebrow

015Sarchastic

016Shrug

018Talk to the Hand

017 019Eye roll ing

020 021Confused

024Sad

022Sick / I l l

023

011

025Crying

026Angry

027Embarrased

028Phew!

029Huh?

030Surprise

031Can’t Watch

032Huh?

033Shhh!

034Angel

035Devil

036Nerd

037Cool Glasses


039One Moment

040Call Me

041Co�ee

042Beer

043Wine

044Dinnerware

045rose / Flower

046Gift

047Bir thday

048Star

049Aeroplane

050Driving

051Music

052Thought Bubble

053Clock

054Thumbs Up

055Thumbs Down

056Heart

057Broken Heart


061Rock On!

062Pirate

063Silly

064Applause

059Waving

060Ears covered

065Sleeping

066Crazy

067Stoned / Dizzy

068Drooling

069D’oh!

070Steam from ears

071Shhh!

073Penguin

074Sheep

075Pig

072Peace Sign

084Drink, Cocktail


076Snow

091BLANK

089Pizza

090Money

077Sun

078Rain Cloud


080Umbrella

081Film

082Email


088Running Guy

086Phone

087Splat Icon


Create a Post using the Web Console

1. Log into the web console.


3. Within the Compose Post section start typing your post. If you would like to send your customer to a website, simply input the URL right into your copy block. Tip, before sending your customers to a web site, check to see if it is mobile friendly. Posts have a 400-character limit,(including URL’s) so we recommend that you use URL shortening services like Bitly.

4. Add an Image. Images are optional but recommended. Image aspect ratio should be 1:1 with an optimal resolution of 720 x720. Max file size is 200 Kb.


Create a Post on yourBlackBerry smartphone


1. Log into the web console.


3. Within the Compose Post section start typing your post. If you would like to send your customer to a website, simply input the URL right into your copy block. Tip, before sending your customers to a web site, check to see if it is mobile friendly. Posts have a 400-character limit,(including URL’s) so we recommend that you use URL shortening services like Bitly.

4. Add an Image. Images are optional but recommended. Image aspect ratio should be 1:1 with an optimal resolution of 720 x720. Max file size is 200 Kb.


Now that your BBM Channel is up and running, you want customers to feel engaged andable to interact with your brand. And you want to provide relevant and dynamic informationthat keeps subscribers wanting more. Here’s how.

Tips forcreating Posts


• Keep it interesting the first time around: Customers will interpret your first post as a preview of what’s to come–and, they’ll decide right away whether your messages are worth their time. Recurring deals, exclusive offers and information can be a great way to help keep customers interested.

• Link it out: Create a link with a short, enticing description for followers to click. Drive traffic to your website, article, map, blog or application store. And optimize your content for mobile devices.

• Monitor Frequency: Understand how often your customers want to hear from you. We recommend at least 1 post per day to keep the conversations flowing. Your customers will be your best judge of how much or how little content they want to consume, so monitor response and adjust accordingly.

• Mind your D’s and R’s: Be ready to create a post when you see a spike in Read (R) messages. This is when your customers are engaged and ready to respond to your message.

• Publish great content: it goes without saying, but great content will keep customers engaged and inspired.

- Be relevant: Know your audience and tailor relevant, useful content to them.

- Be helpful: Answer questions, provide support, offer tips, tricks and insider scoops.

- Be timely: Give your customers the ability to do what they want, exactly when they want to do it.

- Be creative: Don’t simply repost your social content, publish content that is customized for this uniquely engaged audience.

Now that your BBM Channel is up and running, you want customers to feel engaged andable to interact with your brand. And you want to provide relevant and dynamic informationthat keeps subscribers wanting more. Here’s how.

Tips forcreating Posts


• Add media for engagement lift: Use pictures, animated GIFs and (soon) video to gain engagement, shares and likes.

• Empower customers to interact with you in real-time:

- Make sure the conversation flows two ways.

- Make some time to listen to what’s going on.

- Respond thoughtfully to customer posts and questions.

- Encourage conversations by asking questions or requesting feedback.

- Use the chat feature within BBM to have 1-1 chats with your subscribers.

• Create sharable moments: Develop content that will be shared, to encourage more recommended followers.

• Set Expectations: Not always “on”? Not a problem. Set expectations for response times and operating hours so your community knows what to expect.

• Create truly customized, one-to-one messages: As your program becomes more advanced, subscribers will expect communications that speak directly to their behaviors, location, preferences, and history. Use the targeting capabilities within BBM Channels to customize your message to your customer base.

Manage and moderate your BBM Channel on the goon your BlackBerry device or from the Web Console.

Manage yourChannel


Listening and moderating your BBM Channel is essential to ensuring the community you are building is strong, safe and satisfying. You can respond to customers simply by adding a comment within your post.

To delete or flag offensive content:

1. Log on to the Web Console.

2. Select the comment you want to delete.

3. Select the Icon.

BBM Channels allows you to moderate/approve member comments before posting to feed. To enable moderating:


2. Select the Icon.

3. Check Moderate member comments before posting to feed.

4. Select Save changes.


Manage your ChannelManage and moderate your BBM Channel on the go on your BlackBerry device or from the Web Console.

Listening and moderating your BBM Channel is essential to ensuring the community you are building is strong, safe and satisfying. You can respond to customers simply by adding a comment within your post.

To delete or flag offensive content:


2. Select the comment you want to delete.

3. Select the Icon.

BBM Channels allows you to moderate/approve member comments before posting to feed. To enable moderating:


2. Select the Icon.

3. Check Moderate member comments before posting to feed.

4. Select Save changes.

Favoriteic_favorite.png

ic_search.png

Search

ic_lock.pngLocktag

Editic_edit.png

Erase Tagic_delete.png

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Select Tagsic_select_more.png

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Group Settingsic_settings

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BBM - IC ICONS

ic_slideshow.pngSlideshow

ic_nav_to.pngNav To

ic_map.pngMap It

ic_send_message.pngSend Message

ic_rename.pngRename

ic_select_multiple.pngSelect Multiple

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Add to avorites

ic_view_list.pngView List

ic_collapse.pngCollapse

ic_route_to.pngRoute To

ic_reply.pngReply

ic_view_details.pngic_properties.png

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ic_inivte_others.pngInvite Others

ic_open_picture.pngOpen Picture

Calendar Add ic_calendar_add.png

New Multi-Person Chat

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graphic update name update

ic_show_vkb.pngShow VKB

added to AI on Dec 21, but already delivered

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View Pro�leic_viewpro�le

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New Broadcast Message

...

001Smile

002Wink

003Big Grin

004 005ROFL

006Hugs


008Party!

009Tongue Out

010eye Lashes

012Kiss

013Straight Face

014Raised eyebrow

015Sarchastic

016Shrug

018Talk to the Hand

017 019Eye roll ing

020 021Confused

024Sad

022Sick / I l l

023

011

025Crying

026Angry

027Embarrased

028Phew!

029Huh?

030Surprise

031Can’t Watch

032Huh?

033Shhh!

034Angel

035Devil

036Nerd

037Cool Glasses


039One Moment

040Call Me

041Co�ee

042Beer

043Wine

044Dinnerware

045rose / Flower

046Gift

047Bir thday

048Star

049Aeroplane

050Driving

051Music

052Thought Bubble

053Clock

054Thumbs Up

055Thumbs Down

056Heart

057Broken Heart


061Rock On!

062Pirate

063Silly

064Applause

059Waving

060Ears covered

065Sleeping

066Crazy

067Stoned / Dizzy

068Drooling

069D’oh!

070Steam from ears

071Shhh!

073Penguin

074Sheep

075Pig

072Peace Sign

084Drink, Cocktail


076Snow

091BLANK

089Pizza

090Money

077Sun

078Rain Cloud


080Umbrella

081Film

082Email


088Running Guy

086Phone

087Splat Icon

Now that you’ve posted onBBM Channels, you will wantto get instant feedback onits performance, includingnumber of Comments, Likes,Visits and more.

Reporting

BBM Channels Owner’s Guide & Best Practices | 14BBM Channels Owner’s Guide & Best Practices | 14

ReportingNow that you’ve posted on BBM Channels, you will want to get instant feedback on its performance, including number of Comments, Likes, Visits and more.

Percentage of unique subscribers commenting on Posts in the Channel

Percentage of unique subscribers who have Liked a post in the Channel

Percentage of unique subscribers visiting the Channel

Drop down allowing the engagement trends to be filtered by Today, Yesterday, Last 7 Days, Last 4 Weeks

Number of unique subscribers who are members of

the Channel

Total number of subscriber visits

to the Channel

The method by which the subscribers are

discovering and joining the Channel

Total number of posts published

to the Channel


ReportingNow that you’ve posted on BBM Channels, you will want to get instant feedback on its performance, including number of Comments, Likes, Visits and more.

Percentage of unique subscribers commenting on Posts in the Channel

Percentage of unique subscribers who have Liked a post in the Channel

Percentage of unique subscribers visiting the Channel

Drop down allowing the engagement trends to be filtered by Today, Yesterday, Last 7 Days, Last 4 Weeks

Number of unique subscribers who are members of

the Channel

Total number of subscriber visits

to the Channel

The method by which the subscribers are

discovering and joining the Channel

Total number of posts published

to the Channel

Learn moreWant to learn more about BBM Channels?www.bbm.com/channels

©2013 BlackBerry. All rights reserved. BlackBerry®, BBM™ and related trademarks, names and logos are the property of BlackBerry Limited and are registered and/or used in the U.S. and countries around the world. iPhone is a trademark of Apple Inc. Android is a trademark of Google Inc.

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