Increase Success of your External Community by Engaging Employees
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Increasing the success of external communities requires engaging employees. Employees are important for external communities because they can foster discovery, self-help, and cultivate advocates for products within the community. The document discusses organizing community taxonomies, content lifecycles, and onboarding relevant teams such as sales, product management, support, and engineering to participate. It also emphasizes listening to customers to understand what should be done next and iterating based on assessing business impact.
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Increase Success of your External Community by Engaging Employees
- 1. Increase Success of your External Community Engaging your Employees Matt Laurenceau, @Matt_L BMC Communities Strategist
- 2. Ready for a crazy 25min ride?
- 3. Orchestrate Operations Innovate Services Accelerate IT Process BMC is powering Digital Brands @Matt_L communities.bmc.com
- 4. Truesight Operations Control-M MyIT Service Broker Discovery Truesight Pulse Control-M Release Lifecycle Mgmt SERVICE MANAGEMENT EXCELLENCE MULTI-SOURCE CLOUD Remedy AGILE APPLICATION DELIVERY Remedy MyIT TrueSight Discovery BladeLogic Cloud Lifecycle Mgmt Threat Director Remedy Bladelogic Discovery SECOPS Remedy MyIT Family HR Case Cloud Lifecycle Mgmt DIGITAL WORKPLACE Discovery TrueSight Capacity Opt Control-M BIG DATA New era, Digital Enterprise Management @Matt_L communities.bmc.com
- 5. BMC Communities is a platform for customer success. • Fosters discovery, self-help • Cultivates advocates, product ideas. • Enables Partners, • Make prospects more comfortable. We value relationships, openness, transparency, authenticity and collaboration above all else. @Matt_L communities.bmc.com
- 6. Today’s topics Why are Employees important also for External communities? Your takeaways Problem Statement Community Taxonomy What to do Next Organizing people, Permissions, content and engagement Value vs. Ease How & culture Teams to onboard @Matt_L communities.bmc.com
- 7. engaging online Customers Employees at Email speed? Problem Statement: Go digital or go extinct. @Matt_L communities.bmc.com
- 8. Use Cases on BMC Communities Connect Share Discover • Peer to Peer Support & Enablement • Fostered by impactful Employee Engagement @Matt_L communities.bmc.com
- 9. Community Taxonomy Strategy Social Knowledge Management @Matt_L communities.bmc.com
- 10. Sketching Social Knowledge Mgmt Employees Partners Customers External Internal @Matt_L communities.bmc.com
- 11. Content Lifecycle Broaden visibility by moving content to larger communities Ensure Commitment Make Community engagement part of Business Social Knowledge Mgmt lessons learnt @Matt_L communities.bmc.com
- 12. Teams to onboard Value Ease Sales Product Mgmt Support Engineering Consulting Customer Success @Matt_L communities.bmc.com
- 13. Lessons learnt: onboarding & culture Begin at right levelPlaybook / steps 1. Create Event 2. Invite champions 3. Announcement 4. Social Media push 5. During Event, drive to community 6. After Event, engaging content Example • Individuals will join if understanding value/WIIFM • Team (leaders) will join only after culture changes @Matt_L communities.bmc.com
- 14. communities.bmc.com Pilot with relevant Internal teams Listen to Customers What to do next Iterate Assess Business Impact Celebrate @Matt_L communities.bmc.com
- 16. BMC is a global leader in innovative software solutions that enable businesses to transform into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to make digital business fast, seamless, and optimized from mainframe to mobile to cloud and beyond. About BMC BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2017 BMC Software, Inc. BMC – Bring IT to Life BMC digital IT transforms 82% of the Fortune 500®.
Editor's Notes
- Copy in Bubbles on Slide: Innovate Orchestrate Accelerate Talk Track: Innovate The fundamental business driver for Service Management Excellence is providing the back-end support and management infrastructure so that IT can adopt and support new technologies and digital services at the pace of mobile application development and the scale of the IoT. Orchestrate Quality of Service, security and governance with automated IT processes and service-aware operations tools such as change, asset and capacity management. Accelerate The pace and scale of innovation by enabling a digital ecosystem of service partners, technologies, and people resources to effortlessly collaborate while maintaining governance over automated IT processes.
- Talk Track: As our customers evolve to meet the challenges of the digital economy, BMC is building out a new, more modern architecture to support them. This architectural vision is based on 6 core DEM customer initiatives including Agile Application Delivery, SecOps, Multi-Source Cloud, Service Management Excellence, Digital Workplace and Big Data. For our conversation today, we’ll be focusing on our Service Management Excellence solutions including Remedy, MyIT, Discovery, TrueSight Operations Management, Bladelogic Server Automation.