the solution exchange community platform - a case study

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: dbaggs@opentext.com

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.