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BUILD A COMMUNITY, NOT A CROWDBringing customers and employees together in a digital space

Laurel Nicholes, Director of Technical Content, EMCJill Orofino, Director of Technical Content, EMC

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Laurel Nicholes@LaurelNicholes

Jill Orofino@jillorofino

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Build a home for content & conversation between customers & employees.

Use social media--strategically.

Listen, measure, modify.

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FOODDRIVE?

ORPOTLUCK?

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COLLABORATION

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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.

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COMMUNITY IS THE BACKBONE FOR CUSTOMER & EMPLOYEE INTERACTION

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SOCIAL DRIVES MULTIPLE VOICES TO THE COMMUNITY

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CUSTOMER CONTRIBUTION WORKFLOWWRITER-CUSTOMERCOLLABORATION 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

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I closed my mouth and we spoke in a hundred silent ways.

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ON THE RIGHT TRACK:EMC Isilon Uptime InfoHub

InfoHub – 8,901 views

Issue 1 (PDF) – 111 views

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How do we turn feedback…

…into conversation?