Sending my thanks to Jive and NetApp for hosting a great event last week!
Here are some notes from the NetApp and SAP presentations that I shared with community folks back at my company - hope they are of use to you:
NetApp External Community
Presented by Navneet Grewal
1. Help drive member engagement with:
* Solutions contests: promote innovation and healthy competition. Get members to think about the products in creative ways.
* Ask members: what is the coolest thing you have built on our platform? Again promoting innovation and helping the company see new opportunities
* Ask the Experts: Publicize a specific time period when members can interact with a specific product expert.
* Featured Member Rewards: Highlight top contributors
* Promote other company resources, such as webinars, whitepapers, other events (this is already taking place on Protect 724 in the Resources space)
* Promote the community in all outbound marketing and communications; constantly drive back to the community. Community is key in creating integrated outbound marketing
* Collaborative workspaces: Create private workspaces for specific customer groups, or for customers to interface with their account team
2. It taks a community to build a community
NetApp found it very useful to have community program managers in different functional areas and skill sets in order to drive programs and build relationships. Cross-functional program management is more effective than having the management responsibility within a single department. Each member knows how to perform the same functions within the community, and also bring more specialized skills to the table.
NetApp Internal Community
Presented by Francesca Karpel
1. How to encourage employees to participate and contribute
Help employees see things in a broader way. Each person has something to contribute, no matter the role. Technical folks can help business folks understand/see things in a broader way, and vice versa.
2. Major change takes time and practice
Adoption and usage grow over time. One must be patient.
During the roundtable discussion, one Jive customer said, "You cannot tell a tree how fast to grow. But a community manager's job is to nurture the garden and be ready to provide what is needed for growth."
3. Executive support is key
If executives are excited about the community and are actively participating, this will trickle down.
Also, leverage the executive communication team in building content. The executive communication team can help with ghostwriting content and utilizing their relationships with the execs.
One NetApp executive used a poll in the internal community to make an investment decision. He directed all of the department staff to vote, and was able to see reports on how many voted yes, how many no, how many 'needed more info in order to decide,' who voted, when they voted, etc. The response rate to the poll was extremely high. Staff members understood this was an opportunity to directly influence an important decision that would affect them.
4. Cultivate relationships. PEOPLE make community happen
Adoption is driven by what the users need and want, not by features or goals pushed down to them. Give users what they need and want, and they will use it.
SAP Collaboration Workspace and Docupedia
Presented by Aaron Williams
1. Project owners manage their own spaces. This allows the community (site) management team to be small
2. Private collaboration
There is a public community open to all, and private collaboration workspaces that allow customers or partners to collaborate with SAP Development in order to build products together.
Tiered structure to the private workspaces: Platinum customers get more account resources dedicated, etc.
The private workspaces replaced the need for SAP account team to travel to customer/partner sites to collaborate. Great cost savings, time/regional barriers reduced.
SAP has tens of thousands of pages of documentation. Users can find errors/enhancements much faster - why not allow them to help with updating the documentation.
Loaded all the documentation into the Jive platform. At first allowed a select group of the 'super smart' customers to edit the documentation, then expanded to a larger group. I wish this speaker had not been crunched for time - he did not have time to demo.