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Shining a light on the dark side of community management



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Going cloud, migration, GDPR, compliance…. All topics which touch on the same question: How do you do community management for HCL Connections? From getting insight into what’s there, to how it’s being managed as well as to how to take measures to get things to change. What does Connections offer you for this and what other options are out there? This interactive session goes into what things customers are working on to tackle these topics. We will discuss existing use cases at various customers, what the options are and what your organization is doing about it. So this won’t be just a session to listen but also a session to actively participate in discussing the problems you face and the solutions you’ve found to tackle them. Sharing and learning from others who face the same challenges you do at a daily basis.

Session delivered on September 16th for Social Connections in Munich (

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Shining a light on the dark side of community management

  1. 1. Make Your Data Work For You Shining a light on the dark side of community management Femke Goedhart panagenda Photo by William White on Unsplash
  2. 2. Propagating & Stimulating usage (communication, training, adoption, etc.) Reporting on usage (justification) Housekeeping Preventing misuse, abuse, unwanted behavior Responsibilities for an adoption consultant Photo by Hello I'm Nik 🇬🇧 on Unsplash
  3. 3. Photo by Clark Tibbs on Unsplash
  4. 4. When you leave users to it…
  5. 5. Not seeing the forest for the trees… Photo by Steven Kamenar on Unsplash
  6. 6. Cleanup Archiving Migrations GDPR…Photo by Inbetween Architects on Unsplash
  7. 7. MAKE IT ACTIONABLE… Photo by Jungwoo Hong on Unsplash HAVE INSIGHT… Photo by Ugo ° on Unsplash
  8. 8. GDPR… a real life customer example 23K+ Communities, who is responsible to say they are GDPR compliant? Dear users, are you working GDPR compliant? Ehh…. I dunno, am I? What about the communities I work in, that’s not just me! Owner: Ehh…. Ask community owners for GDPR compliance check! What about Communities without owner?? I’m not responsible! ('inadvertent’ owner) What about archiving rules & regulations?? …<crickets>… YES NO Community remains WHO IS RESPONSIBLE?! Remove 7KX V Hey! You deleted MY community!?!?
  9. 9. What RESTORE options do we have in case it’s needed…? • Private but with members • Private without members • Restricted with members • Restricted without members but with visitors • Public with members • Public without members but with visitors 900 Communities, without an owner… Remove? X WHAT ABOUT… archiving rules & regulations? WHO DO YOU ASK? Members? Department head? (of whom??) Active users? Former Owners? Ownerless communities WHO SAYS SO? IT? Management? Photo by Hunters Race on Unsplash
  10. 10. Fleeting owners syndrome… Community ownersGDPR Hey, wait…! You point owners at their responsibility (like GDPR) and suddenly they all flee, leaving the last unfortunate one stuck with the buck as the last owner can’t remove ownership for himself….
  11. 11. Some of the risks and challenges identified • Ownerless communities, how do you determine who should take over? • Communities with only one owner, do you force them to assign a backup? • Communities without activity, do we keep them or not? • How to Archive Communities? • Move/Merge content, what options are there? • How do you contact owners/members? Mail, status updates, other? • …
  12. 12. MAKE IT ACTIONABLE… Photo by Jungwoo Hong on Unsplash HAVE INSIGHT… Photo by Ugo ° on Unsplash
  13. 13. What is available to get analytical information? Analytics in Connections: • Metrics (Front end for Elasticsearch/Cognos) • Server Metrics (just some global numbers) • Wsadmin command (administrator) • SQL queries in the database (Off the deep end… and badly documented) Third party tools: • Kudos Analytics (ISW) • ConnectionsExpert (panagenda) • Social Intranet Analytics für HCL Connections (Mindlab) Administration tools: • ICXT (Formerly IC360) • CAT • DomainPatrol Social
  14. 14. Metrics https://<Connections URL>/metrics So what if I want to see all?
  15. 15. Server metrics High level numbers, no details…
  16. 16. Wsadmin Command • Can get an export of community data... – Display name and directory UUID of the user who last modified the community – Date and time when the community was created – List of tags associated with the community – Community visibility type (public, publicinviteonly, or private) – Community name – Total number of members in the community (including owners and members) – Date and time that the community was last modified – Community description – Display name and directory UUID of the user who created the community {lastModBy=[John Smith, 76982F24-BCC0-4D11-0083-242F9876C0BC], created=10/5/10 9:59:41 PM EDT, tags=[tag1, tag2, tag3], type=public, name=Marketing Community uuid=3e5ecf96-1cf8-4da4-b8bb-87d61e80299b, memberSize=12, lastMod=10/5/10 9:59:41 PM EDT, description=Community used by Marketing folks for brain storming strategies for new products., createdBy=[John Smith, 76982F24-BCC0-4D11-0083- 242F9876C0BC]} Still no details on things like usage… And how good are your excel skills?
  17. 17. Screenprints CE, KA & SA Web session based… Event & log based…
  18. 18. ! You can simply select and copy to excel…. But only per page so with 23K communities this is tedious….
  19. 19. MAKE IT ACTIONABLE… Photo by Jungwoo Hong on Unsplash HAVE INSIGHT… Photo by Ugo ° on Unsplash
  20. 20. Admin tools (ICXT, CAT & DomainPatrol Social)
  21. 21. Challenge… - Address users based on: Role, Activity, Seniority, etc. - Repeatable / Scheduled - Self-evaluating (what is happening and who should know) - Get users to take responsibility
  22. 22. WHO SHOULD MANDATE: USER or ADMIN? (AND HOW DO YOU GET THEM TO DO IT?) Photo by Hunters Race on Unsplash
  23. 23. Photo by Dylan Gillis on Unsplash
  24. 24. Femke Goedhart Business Consultant panagenda Mail: LinkedIn: Twitter: @FemkeGoedhart