The Solution Exchange Community Platform - A Case Study

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This introduction to Solution Exchange - the OpenText Web Site Management Community Platform - is a little different to past presentations. It tells the story from the perspective of a Customer Case Study, the challenges we faced, the way we positioned the solution, and the results we're witnessing.

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  • - OT Weak distribution of best practice
  • Share experiences pro-active feedback Connect people to self-help
  • Better Knowledge exchangeBetterfeedbacklProduct improvementsDirect influence
  • - Not locked behind login- Search engines can index
  • - Want to take part- Why was apple briefly the most valuable company in the world?- Design is important
  • - No big sell from marketing
  • Seth Godin - TribeClay Shirky – Here comes everybodyLower transaction costs to participate
  • Iterative and agile
  • - Beta phases
  • Why separate site- Community Feed- Twitter Feed- Solutions- Forum- Translation- Groups- Case Studies- Ideas Management
  • Other stats from the last 30 daysSearch engine traffic ~15% 1 year ago today 45%450+ referrals to external content (~100 going to partner sites)Twitter Anywhere hovers - ~100050 Uses of translate feature~70 Solution downloads22 Group pages live (~45 created)
  • OpenText brandIntroducingcommunity content
  • The Solution Exchange Community Platform - A Case Study

    1. 1. Solution Exchange The WSM Community Platform Danny BaggsCommunity Manager & Solutions Architect 17th November 2011 Copyright © Open Text Corporation. All rights reserved.
    2. 2. What will I talk about? Life before our community platform Why build a community platform? Learning from our mistakes Our approach Demo How are we doing? What’s around the corner? The longer term Open discussion http://www.solutionexchange.info 2
    3. 3. Life before Solution Exchange (our community platform)
    4. 4. Gifted Partners Source: www.life.com/gallery/25371/30-dumb-inventions
    5. 5. We had no shop windowSource: upload.wikimedia.org/wikipedia/commons/1/1b/Acland_Street_cake_shop_window.jpg
    6. 6. We were bad listeners Bad Listeners Source: www.berkeassessment.com/blog/wp-content/uploads/2011/03/man-with-fingers-in-ears.jpg
    7. 7. We were bad sharers Source: darciec.com/wp-content/uploads/2011/09/sharing.jpg
    8. 8. Different hubs of content  Unofficial blog  Other standalone blogs Source: www.reddotcmsblog.com
    9. 9. Why build a community platform?
    10. 10. Increase brand value
    11. 11. Community knowledge Source: runninginwingtips.com/wp-content/gallery/business/knowledge.jpg
    12. 12. Collective improvement Source: http://whywebpro.com/wp-content/uploads/2010/12/success-improvement-graphic4.jpg
    13. 13. Learning from our mistakes
    14. 14. We listened Source: marlonnuqui.com/wp-content/uploads/2011/08/listening.jpg
    15. 15. Understood where we went wrongWe questioned our previous approaches Source: www.wausaupaper.com/uploadedImages/DigitalSpace/Digital_Space/IMAGE_PURLS_AALSTAD.jpg
    16. 16. Our approach
    17. 17. We wanted to use our products
    18. 18. Success factor #1: Open approach Source: imprint.printmag.com/wp-content/uploads/2010/08/Neon_Open_green.jpg
    19. 19. Success factor #2: Engaging Engaging  Want to take part  Why was apple briefly the most valuable company in the world?  Design is important Source: annabrones.files.wordpress.com/2009/03/design-is-important.jpg
    20. 20. Success factor #3: No over the top marketing Source: 1.bp.blogspot.com/_aR7vf4Lt9ME/TTFr5DQihLI/AAAAAAAABC4/79cO23XXDxo/s1600/india-hyderabad-billboards_29349_600x450.jpg
    21. 21. Success factor #4: Source: blogs.technet.com/blogfiles/andrew/WindowsLiveWriter/ReinventingtheWheel_AED6/wheel_2.jpg
    22. 22. Success factor #5:Make it easy Source: www.trevorlever.co.uk/wp-content/uploads/2010/06/confused1.jpg
    23. 23. Success factor #6: Agile & Iterative Source: thedoublethink.com/wp-content/uploads/2010/11/change.jpg
    24. 24. Success factor #7: Honesty Source: www.shinyshiny.tv/pinocchio.jpg
    25. 25. Demo
    26. 26. How are we doing?
    27. 27. Statistics http://www.solutionexchange.info/graphs
    28. 28. Other interesting statistics(7th November – last 30 days)  Helping to find:  Search engine traffic: 15% 1 year ago - 45% today  450+ referrals to external content  ~100 going to partner sites  ~70 Solution downloads  Helping to connect:  22 Group pages live (~45 created)  ~1000 Twitter Anywhere hovers  Helping to understand:  50 Uses of translate feature
    29. 29. Support Story Raised issues/bugs has decreased significantly Major credit goes to:  R&D - Processes are improving leading to more stable software  Support - Processes are continuously improving What role has the community played here? Source: www.hellocrazy.com
    30. 30. Other qualitative feedback Positive conversations Ownership of content for peers Evidence of new blogs because of SolEx Leading by example – using our products is good Credibility – open conversation is good to see by prospects
    31. 31. What is around the corner?
    32. 32. Ideas completion into beta Partnership with Yellow Pencil Modularise approach and share
    33. 33. Newsletter Module
    34. 34. Mobile Website Proxy
    35. 35. The longer term
    36. 36. WIKI Source: www.masternewmedia.org/images/create_a_wiki_best_great_tools_and_services_size485.gif
    37. 37. Gamification Source: www.flickr.com/photos/9838163@N06/1003691334/
    38. 38. Circles Credit: www.flickr.com/photos/paintedfishstudio/2263595799/lightbox/
    39. 39. Community Interviews Source: www.funnytimes.com/archives/files/art/19990602.jpg
    40. 40. New WSM Website
    41. 41. Your ideasSource: www.theoutsourcingcompany.com/blog/wp-content/uploads/2011/04/idea.jpg
    42. 42. All enquiriesE-mail Danny Baggs direct: dbaggs@opentext.comFeedback: http://www.solutionexchange.info/feedbackForum: http://www.solutionexchange.info/forumIdeas: http://www.solutionexchange.info/ideasTwitter: http://twitter.com/#!/OT_SolEx http://www.solutionexchange.info 42
    43. 43. Open Discussion
    44. 44. Thank you
    45. 45. Copyright © Open Text Corporation. All rights reserved.

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