Building a connected community                            Note: this presentation hasLyn Murnane                 been de-b...
Overview•   About our Community•   Setting up our Community•   Moderation•   “Selling” our Community•   The growth of our ...
My company?• A leading provider assisting international students to find  the right overseas study option for them.      •...
Some background• Significant investment made to developing a CRM and KB  which went live in June 2011• A fully integrated ...
Knowledge BaseThe Knowledge Base is a central database of information containing      –   Institution profiles, campus and...
The gaps...• The knowledge base has a formal feedback function for  counsellors to provide updates or corrections• We have...
We co-opted the community portal!• We gave our system a tagline to encourage  adoption      – “if it’s not in OSCAR it nev...
OSCAR Connect was born• A place where OSCAR users can share and gain knowledge and  information• A learning resource to he...
Governance & Moderation                           All content is overseen by                           a moderator.       ...
How did we sell OSCAR Connect?• A new project – OSCAR 2.0• We built audio / video briefing  packs, the 1st presented the  ...
OSCAR reputation• A user is given points for participating in  OSCAR Connect                                     Originall...
OSCAR ‘bling’ • Depending on points accumulated, a different   ‘bling’ icon is displayed next to a user’s name           B...
Sample discussions & Ideas            generated              Well received                                   idea that    ...
Most Popular Connections – May 2012KMrt - September 2012             14
OSCAR Connect growth – Since 18               March 2012KMrt - September 2012                   15
Then and Now• May 2012                    • Sept 2012KMrt - September 2012                       16
Current State of Play• OSCAR Connect has been allowed to grow organically• We have tried to be led without defining an ‘en...
Super User Group• Has a dedicated SUG space on OSCAR  Connect• There are 3 discussion boards      – Release Management    ...
Questions• Before we move on .....KMrt - September 2012               19
Activity – What’s next for OSCAR                    Connect?• How do we             • What are our     • Do we need to  en...
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KMrt - Sept 2012 - setting up a virtual community2012_publish

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presentation given at the VIC KMrt in Sept 2012 to provide an overview of how we set up our internal community and to gain feedback on where to go next

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KMrt - Sept 2012 - setting up a virtual community2012_publish

  1. 1. Building a connected community Note: this presentation hasLyn Murnane been de-branded to enableKnowledge Manager sharing. All content was created by me and is correct at time of creation – 4/9/2012
  2. 2. Overview• About our Community• Setting up our Community• Moderation• “Selling” our Community• The growth of our CommunityKMrt - September 2012 2
  3. 3. My company?• A leading provider assisting international students to find the right overseas study option for them. • Placements in AU, US, CA, UK & NZ• Also manages and part-owns the english language testing in Australia – the leading test of English language proficiency for study and the preferred test for migration• My company is owned and governed by 38 Australian universities and SEEK Education• 27 countries – 500 education counsellorsKMrt - September 2012 3
  4. 4. Some background• Significant investment made to developing a CRM and KB which went live in June 2011• A fully integrated lead management, application management, visa processing and student relationship management system• Provides consistent workflow and data capture across the whole network• It delivers a platform that enables the company’s multi- destination student placement strategyKMrt - September 2012 4
  5. 5. Knowledge BaseThe Knowledge Base is a central database of information containing – Institution profiles, campus and location information, – Program, course fee & entry criteria information, – Student testimonials – Client training/power point briefings, as well as video’s, photos• The Knowledge Base contains over 128,000 answer pages – 99% are automated (Standard templates of data collected about institutions and programs) – updated 6 monthly and as required. – About 1700 manual answers – Data is sourced from publically available information on web sites• Knowledge At The Point of Action, or KAPA means Counsellors can get relevant information when they need it – Access via student workspace – Access via applications workspace – ‘Push’ of KB links in matchingKMrt - September 2012 5
  6. 6. The gaps...• The knowledge base has a formal feedback function for counsellors to provide updates or corrections• We have an excellent support team who communicate updates and changes to systems and data as required• We had significant training materials and supporting documentation stored in a number of locations globally• Counsellors would email the Service Desk or known SMEs to ask questions about data and processes but only if they knew the SME, or knew to ask the Service Desk• We had starting building a community portal for our students but its rollout was significantly delayed Where could we store shared information? Where could I ask questions of my global peers? Where could I ask how my peers handled random enquiries?KMrt - September 2012 6
  7. 7. We co-opted the community portal!• We gave our system a tagline to encourage adoption – “if it’s not in OSCAR it never happened!”• We asked our users who they thought ‘OSCAR’ was• The globe character was the most popular response• We worked with our Service desk to build a new look portal for our counsellorsKMrt - September 2012 7
  8. 8. OSCAR Connect was born• A place where OSCAR users can share and gain knowledge and information• A learning resource to help peers discover best practices, specifically about using OSCAR and related counselling processes• A place to submit and share ideas about potential improvements to OSCAR• “It is through the process of sharing information and experiences with the group that the members learn from each other, and have an opportunity to develop themselves personally and professionally” http://en.wikipedia.org/wiki/Community_of_practiceKMrt - September 2012 8
  9. 9. Governance & Moderation All content is overseen by a moderator. Guidelines for users are available from homepage of OSCAR Connect Key concepts • Respect all • OSCAR related only • Examples of what to post and what NOT to post are included in guidelinesKMrt - September 2012 9
  10. 10. How did we sell OSCAR Connect?• A new project – OSCAR 2.0• We built audio / video briefing packs, the 1st presented the OSCAR character. OSCAR voiced all briefing packs.• We stored the briefing packs and training materials, as well as news items in OSCAR Connect• We did not email out briefing packs but sent links to OSCAR Connect and encouraged our Regional OSCAR champions to read, and then share the contentKMrt - September 2012 10
  11. 11. OSCAR reputation• A user is given points for participating in OSCAR Connect Originally new posts and comments had a higher value. Now rating a post or comment provides higher pointsKMrt - September 2012 11
  12. 12. OSCAR ‘bling’ • Depending on points accumulated, a different ‘bling’ icon is displayed next to a user’s name By viewing the change in Member numbers, I can see who has changed from ‘lurker’ to participant.Last week I had 310 Members and only 1 newuser so 7 people felt ‘moved’ enough tocomment this week. KMrt - September 2012 12
  13. 13. Sample discussions & Ideas generated Well received idea that received votes & comments – easy deliverable that was implemented at end May Counsellors sharing their tips & best practices with their peersKMrt - September 2012 13
  14. 14. Most Popular Connections – May 2012KMrt - September 2012 14
  15. 15. OSCAR Connect growth – Since 18 March 2012KMrt - September 2012 15
  16. 16. Then and Now• May 2012 • Sept 2012KMrt - September 2012 16
  17. 17. Current State of Play• OSCAR Connect has been allowed to grow organically• We have tried to be led without defining an ‘end state’• Responsibility for requesting and assessing system changes now responsibility of the network• A key group of users (Super User Group) around the global network has been appointed to decide on these changes – network led and owned not Corporate led.• Challenge of coordinating a global group over multiple time zonesKMrt - September 2012 17
  18. 18. Super User Group• Has a dedicated SUG space on OSCAR Connect• There are 3 discussion boards – Release Management • A section showing upcoming BAU changes/releases that require SUG sign off before they go in to production • A process has been developed to support this – SUG Works in Progress • A section of current agenda items/discussion items that are connected to our weekly meetings – SUG Ideas / Future Agenda items • A section where we can all submit ideas (voting req’d) for upcoming meetings that you would like to see addressedKMrt - September 2012 18
  19. 19. Questions• Before we move on .....KMrt - September 2012 19
  20. 20. Activity – What’s next for OSCAR Connect?• How do we • What are our • Do we need to encourage next steps for define an ‘end further OSCAR state? participati Connect? on in OSCAR Connect?KMrt - September 2012 20

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