the solution exchange community platform - a case study
DESCRIPTION
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.TRANSCRIPT
Solution ExchangeThe WSM Community Platform
Danny BaggsCommunity Manager & Solutions Architect
17th November 2011
Copyright © Open Text Corporation. All rights reserved.
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
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http://www.solutionexchange.info
Life before Solution Exchange(our community platform)
Gifted Partners
Source: www.life.com/gallery/25371/30-dumb-inventions
We had no shop window
Source: upload.wikimedia.org/wikipedia/commons/1/1b/Acland_Street_cake_shop_window.jpg
Bad ListenersWe were bad listeners
Source: www.berkeassessment.com/blog/wp-content/uploads/2011/03/man-with-fingers-in-ears.jpg
We were bad sharers
Source: darciec.com/wp-content/uploads/2011/09/sharing.jpg
Unofficial blog Other standalone blogs
Different hubs of content
Source: www.reddotcmsblog.com
Why build a community platform?
Increase brand value
Community knowledge
Source: runninginwingtips.com/wp-content/gallery/business/knowledge.jpg
Source: http://whywebpro.com/wp-content/uploads/2010/12/success-improvement-graphic4.jpg
Collective improvement
Learning from our mistakes
We listened
Source: marlonnuqui.com/wp-content/uploads/2011/08/listening.jpg
Understood where we went wrongWe questioned our previous approaches
Source: www.wausaupaper.com/uploadedImages/DigitalSpace/Digital_Space/IMAGE_PURLS_AALSTAD.jpg
Our approach
We wanted to use our products
Success factor #1: Open approach
Source: imprint.printmag.com/wp-content/uploads/2010/08/Neon_Open_green.jpg
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
Success factor #2: Engaging
Success factor #3:
No over the top marketing
Source: 1.bp.blogspot.com/_aR7vf4Lt9ME/TTFr5DQihLI/AAAAAAAABC4/79cO23XXDxo/s1600/india-hyderabad-billboards_29349_600x450.jpg
Success factor #4:
Source: blogs.technet.com/blogfiles/andrew/WindowsLiveWriter/ReinventingtheWheel_AED6/wheel_2.jpg
Success factor #5:
Make it easy
Source: www.trevorlever.co.uk/wp-content/uploads/2010/06/confused1.jpg
Success factor #6: Agile & Iterative
Source: thedoublethink.com/wp-content/uploads/2010/11/change.jpg
Success factor #7: Honesty
Source: www.shinyshiny.tv/pinocchio.jpg
Demo
How are we doing?
Statistics
http://www.solutionexchange.info/graphs
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
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
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
What is around the corner?
Ideas completion into beta
Partnership with Yellow Pencil Modularise approach and share
Newsletter Module
Mobile Website Proxy
The longer term
Source: www.masternewmedia.org/images/create_a_wiki_best_great_tools_and_services_size485.gif
WIKI
Source: www.flickr.com/photos/9838163@N06/1003691334/
Gamification
Credit: www.flickr.com/photos/paintedfishstudio/2263595799/lightbox/
Circles
Community Interviews
Source: www.funnytimes.com/archives/files/art/19990602.jpg
New WSM Website
Your ideas
Source: www.theoutsourcingcompany.com/blog/wp-content/uploads/2011/04/idea.jpg
All enquiries
E-mail Danny Baggs direct: [email protected]
Feedback: http://www.solutionexchange.info/feedback
Forum: http://www.solutionexchange.info/forum
Ideas: http://www.solutionexchange.info/ideas
Twitter: http://twitter.com/#!/OT_SolEx
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http://www.solutionexchange.info
Open Discussion
Thank you
Copyright © Open Text Corporation. All rights reserved.