Conference Presentation

Building a Healthy Online Community: A dose of Metrics, Content and Engagement

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Social support channels are causing significant business disruptions across all industries and geographies. Social technologies are becoming an increasingly important strategic component in virtually all customer engagement, service and collaboration strategies. Successful service organizations understand the opportunities – and challenges - social media creates and are investing in innovative social business tools to embed social into the workflow, optimize engagement with customers, and increase collaboration thru social-enabled innovation and management tactics and techniques.
  • Today’s social media-savvy customers expect technologies that will empower self-sufficiency and enable collaboration and crowdsourcing. Engaging in social media and Community requires a shift in the way organizations view themselves and their relationship with customers, partners and the public. The shift is happening on a cultural, organizational and individual level. Do you have a Community plan that effectively organizes and promotes sharing of content with?
  • Do you know how to mitigate risks while maximizing rewards of the Community?
  • As your message spreads and your Community grows, do you feed the Community appetite for more?
  • Do you measure the number of Community lurkers vs. active contributors?
  • Have you designed and developed a clear path regarding infrastructure, integration, and a set of rules and policies for disseminating your message?
  • Do you have a workforce/staff management plan which leverages skilled social, technical and support expertise to ensure responsiveness to inquiries, comments, requests, and suggestions?
  • Have you established SLAs regarding appropriate timing of responses to customer questions?
In this session, we will discuss best practices and lessons learned during our journey of creating, sustaining and growing a healthy support community. We’ll focus on specific attributes including:
  • Gain insight into Community best practices, lessons learned, and how to develop and cultivate a healthy, lively and vibrant Community.
  • Learn how to optimize engagement, collaboration, and innovation at all levels of the Community.
  • Understand key attributes and health checks to influence and engage users to become active participants.
  • Discuss the strategic importance of Community analytics and feedback to empower you to make sound business decisions.
  • Learn how EMC is driving adoption and participation through the use of engagement programs.
  • Learn how to organize, identify and quantify critical KPI’s most effective in measuring the health of your Community.


Presented By:

Julie Larsen

Vice President, eServices, EMC Corporation

Chris Gardner

Director, eServices, EMC Corporation

Publish Date: May 5, 2014

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