Build a Community, Not a Crowd
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Our presentation outlines how building collaborative content hubs gives a unique opportunity for content developers and customers to interact. The business benefit is threefold: customers ask for exactly what they want, employees get instant feedback and get more engaged, and the business knows it is investing in content that will get used. We discuss: • The history of crowd-sourcing in a community environment • A case study with Isilon’s Hadoop Info Hub and its role in turning around a flight risk • The role of listening and social media in employee/customer collaboration
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Build a Community, Not a Crowd
- 1. 1 BUILD A COMMUNITY, NOT A CROWD Bringing customers and employees together in a digital space Laurel Nicholes, Director of Technical Content, EMC Jill Orofino, Director of Technical Content, EMC
- 3. 3 Build a home for content & conversation between customers & employees. Use social media--strategically. Listen, measure, modify.
- 6. 6 HAMLET: A COMMUNITY PLATFORM 1600-1601: Actors & others share lines with scriveners. 1603: Bad Quarto is born from “stol'n and surreptitious copies.” 1623: Folio is born.
- 7. 7 COMMUNITY IS THE BACKBONE FOR CUSTOMER & EMPLOYEE INTERACTION
- 8. 8 SOCIAL DRIVES MULTIPLE VOICES TO THE COMMUNITY
- 9. 9 CUSTOMER CONTRIBUTION WORKFLOWWRITER-CUSTOMER COLLABORATION WORKFLOW INFO HUB Writers build Info Hubs Customers add content via ideas & comments Writers post on Info Hub Standards board evaluates Customers and Writers collaborate
- 10. 10
- 11. 11 I closed my mouth and we spoke in a hundred silent ways.
- 12. 12 ON THE RIGHT TRACK: EMC Isilon Uptime InfoHub InfoHub – 8,901 views Issue 1 (PDF) – 111 views
- 13. 13 How do we turn feedback… …into conversation?