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Using Communities

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We finished March with exciting comments from you all about BMC Communities, and the value you were getting out of it (see March Survey also featuring public feedback, yeah, we're that authentic )

What we learnt in the past months

While we're processing the hundreds of survey responses (with cross-tabs, correlation, variance and more data science fun), we'd like to give early feedback:

  1. Overall CSAT
  2. Program update
  3. Community Profiles

 

Satisfaction

With partial datapoints I have while I'm authoring this post, let's celebrate, we reached an exciting CSAT milestone:

67.png

67% of respondents rated BMC Communities 4 or 5 stars.

Thank you! Not only for giving that feedback, but for actually being the people who deliver such great Experience.

You all create such successes, by engaging on BMC Communities, sharing with each other

 

In the Communities team, we're only making sure to connect people, and fostering knowledge exchange and engagement (the blood of any Community).

I'd like to thank key people who are helping this magic:

 

Program update

The other exciting feedback is that the Programs we're introducing help you all:

  • Knowledge Base Articles
  • Learn Experience (on some communities)
  • Community Profiles

 

Knowledge Base

As an example, the Knowledge Base Program (public Support Knowledge Articles appearing natively on Communities) is now the Program creating the best satisfaction!

 

Yes, even higher than very powerful Programs like Blog posts or Beta Programs for example.

I can guess we'll have a very healthy race between these Programs, to be the first in the next round of the survey, in Sept 2018.

 

Let's credit the Community who creates best for CSAT on this KB Program, that's TrueSight Operations Mgmt / TrueSight Infrastructure Mgmt.

Congrats Kristen Linehan Grace Moceri and team for this great success

 

Ohhh, the KB Program is not only a success in survey responses (very subjective point of view), we also see exciting usage with strong traffic & engagement:

  • the engagement we get on KAs illustrate the value they bring
  • the traffic (including Google/Bing long-tail searches) is very high (exceeding expectations) and growing each month

 

Screen Shot 2018-03-29 at 14.24.48.png

Visits on Knowledge Articles on BMC Communities

 

Learn more

Did you notice that we silently launched some Learn tabs in a couple of Product Communities?

Many of you sure did, traffic has been growing 2x WoW each of the recent weeks

The goal of these "pages" is to curate very valuable resources for a given product, making sure you can quickly learn about a product, or a new release of this product.

In order to achieve that,

  • we make sure you're exposed to a small set of resources
  • On each resource, you can engage: make a comment (with a question or feedback), bookmark, share, etc.
  • we welcome your contributions: make sure you post documents that enable about a specific them/feature, and they'll be considered for this Learn page

Where would you want to see that initiative going? Please comment with thoughts

 

Community profiles

We've noticed that many of you do not have a complete profile:

  • no photos, or at least no avatar (this small visual is what people see first, near your name, when they see engagement from you)
  • no Job title, or Company
  • wrong country

 

It's highly valuable (for you) to have a complete profile:

  • people interact far more with somebody real than with an anonymous avatar
  • in your URL profile field, you can include your Linkedin profile, increasing even more chances for Career growth.
  • and more, many more!

 

What we're anticipating for the next months

Simplifying Communities

We're heard from many of you that you want simplicity, ease of use, so we'll be simplifying various Product communities,

  • sometimes retiring (or at least moving) communities that do not make sense anymore (goal is for the Products menu to be far easier to use)
  • sometimes merging communities because there is big overlap in shared purpose and audience (goal is for all remaining communities to reach critical mass of users).

Any specific Community that you believe doesn't have enough Activity? Please comment and share your perspective

Growing Communities Activity

You've seen hints recently of more engagements from champions, including BMCers

You'll experience more in the next weeks.

 

Knowledge will spread around at social-speed if you use the BMC Communities platform capabilities at their best:

  • Following key Communities you care about, Following (In your Communities Inbox) key experts
  • Using top-right Search to easily find resources (content), place (communities, groups) and people
  • Completing (personalizing) your profile

sean+rick+and+runners.jpg

That's how I like to see Sean and Rick

Shall we begin with a fun profile game?

What if you added an informal photo on your profile, and comment below so that we check it out?

As you can guess, Sean and Rick, as  great Community Members, did not wait for this post, they already have an informal picture on their profile, and are familiar with the Off Topic Community.

 

Go have fun with your profile!

 

Want tips for your profile, including avatar, photos and profile attributes?

Shadab gave some here.

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You've run in to a problem with a BMC product and you're looking for help from other users of the same software. People with more experience who may have run into the same, or similar, problems in the past.  Before you click the Submit button, take a moment to put yourself behind the keyboard of another Communities user...

 

Does your question contains all the information you would want to see if you were being asked to help solve the same problem?  If it does, great, post away!  If not, perhaps a few minutes spent adding some more details may help save you time in the long run.  What could you do to help others recognise the problem and make it more likely that they will take the time to respond?

 

The table below lists some examples of the type of information you should think about including in your question.  Whilst adding any of these won't guarantee that your problem will be solved by the first reply, I'd very surprised if they didn't help improve the quality, number and speed of replies your post receives.

 

What to provide
Why?
Product name and version.Features and functionality change between versions.  Defects are identified and fixed and other people may have experienced similar problems on the same version.
Platform type and version.Some problems may be specific to the OS/platform you are running the product on.
Details of any error messages and where they are seen.The full text of an error may contain additional details that explain its cause.  The location of the error - the screen or a log file - may also be helpful.
What actions are being performed when the error occurs.To help the reader understand what you're doing and where in the software you are.
Does the problem happen every time the same actions are taken.It's helpful to know if the problem is intermittent and what may be different about the cases where it does/does not reproduce.
Do all or just some users encounter the problem.As above, it may be helpful to understand if just certain types of user experience the problem.
When did the problem start and what changed at around this time.Although not always obvious, there's usually some change related to the cause, even if it is simply that you have started using some area of the software for the first time or in a different way.
What have you already tried to resolve the problem and what was the result.Let us know what you've already tried so we don't suggest the same things and waste your time.  Details here may also highlight misunderstandings in how the product works or steps that have been missed.
Feature configuration details.Details of relevant settings can help pinpoint configuration errors or provide context to help understand the environment where the problem is seen.  As noted below though, remove or obfuscate sensitive settings such as passwords, user and host names.
Relevant logs.Sometimes logging from the product is the only way to really understand what's going on.  However, take time to review the logs before you post them to make sure sensitive information has been removed.  If the problem is sufficiently complex that logs are required you may want to consider contacting Support rather than continuing in the Communities.
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Today we celebrate the International Women's Day to recognize women's rights and their achievements in various fields, but 24 hours is too small to celebrate womanhood across the planet. We Celebrate You and your engagement on BMC Communities for all 365 days! With women dominating across domains, it is time to #PressforProgress and continue rocking.

 

BMC Communities thanks all the wonderful women around, those who are an integral part of our community, for being a catalyst in our success. You are our Super Heroes!

 

Here are some of our Wonder Women who make BMC Communities a better place to be. Can you recognize them all?

Womens Day - BMCC.v3.jpg

 

 

Women_Final_1.jpgWomen_final_2.jpg

 

Our beloved customers and partners

Anne Brock , Kelly Deaver , Isabelle Guitton , Christina Koob, Conni Kunz (and many many more...) leading the way!

Stalwarts of Service Management

The ever powerful team of Virginia Leandro , Jennifer Schertz , Serena Lambiase, Amy Pitcher and Lisa Keeler

IT Automation Champs

Suma Bhat , Dani Scherer , Soumee Phatak and Kim Wharton FTW.

IT Operations Queens

Maria Riccelli & Grace Moceri ruling it!

Workload Automation Warriors

Super awesome Kelsey McRae  & Criss Scruggs

Partner Communities and Beta Programs

Karen Farrell , Daisy Tam and Loretta Seto helping our partners and customers win.

IDD & Customer Success Teams

Michele Marques , Shweta Hardikar , Gomati Mahabal , and Deepa Bhat (now in Ux) making their presence known.

Bringing events to local user groups

Andrea Schula for Deutschsprachige User Group , Ina Shpak and Angelina Sayfi for Central User Group , Na Yi for China User Group

and many more...

May Bakken and Vidhya Srinivasan with DSM/Innovation Suite/Developer Community, Samantha Amend with Premier Support and Helen Krizek-Yost making your voice heard through surveys.

also... The BMC Communities Core Team

Puja Kumari who does all the tech magic, the ever helpful Joanne Dixon from customer care, analytics queens Marina Schubow, Rashmi Agarwal and Laboni Basu ; lastly Alexis Brown and Shannon Gburzynski for all customizations and making BMC Communities look pretty.

 

WE THANK YOU ALL!

 

How can we make your day? Comment below with anything that we can help you achieve on BMC Communities today.
Always at your service!
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It's time when we open the window of discussion, gather your collective feedback and re-think on how we can improve the BMC Communities experience further. An opportunity for you to provide your feedback on current programs & features, suggest overall improvements & more.

 

We highly value your time, keeping that in mind, we have shortened the survey by 35% and it should now take you less than 3 minutes to finish it.

Begin BMC Communities Survey

 

Your past survey feedback helped us achieve many things. Here are a few worthy mentions:

 

- More questions answered: This remains the top most thing to enhance your experience on BMC Communities (based on previous survey results). And hence, our top priority as well.

Have you noticed anything new with  Remedy ITSM, Control-M and  Remedy AR System recently?

Also, we are developing bots that notifies Products SME when your questions haven't been answered (it sometimes misfires too: Strange "Champion Wizard" post recently? ).

 

- Knowledge Base Articles: We added more enablement resources, helping you get answers quickly and learning more about BMC products, in the form of knowledge articles. This quickly became one of the top rated programs, with you giving it 3.8 out of 5.

Track-It!, FootPrints service desk,TrueSight Capacity Optimization, TrueSight Infrastructure Mgmt, now have commenting enabled as well, allowing you to give feedback and improvement ideas on specific KAs.

With 40k+ of you (unique visitors) now enjoying the knowledge articles hosted of BMC Communities every month, making it far easier for you to find resources (answers) from experts.

 

- Webinars & on-site meetups powered by events feature:  Lastly, the introduction of a very powerful, Facebook-like events experience, native to BMC Communities. You can now create, RSVP/invite friends and add these BMC Communities events straight to your email calendar. Remedyforce has been doing exceptional job in using this feature to reach out to hundreds to discuss product releases, integrations, promoting self-service and in-person user group meetups. Check out the upcoming Rf event  here.

 

We have a special surprise in store for all the respondents. To be eligible, please finish the survey and comment below with your major use case on BMC Communities in 140 characters or less.

The survey ends on Friday, 30 March'18. Take it now.

Thank you for your time and input!

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Dear BMC Communities family,

 

With 2017 drawing to a close, it's a perfect time to reflect on the ending year and those who have helped to shape the future of BMC Communities. It’s been quite a year for us all! We hope that this year has been just as memorable for you, your colleagues and your loved ones. We look forward to working with you in the years to come.

Happy Holidays and warm wishes for 2018!

 

All of you who have been incredible in 2017. However, there were some who stood out. Your continued engagement & passion to help others in 2017 made BMC Communities a far better place for BMC Customers and partners to be. Here's to you!

 

  • Ms/Mr. Popular: your content got maximum likes - You folks are the ultimate user: you post something and got hundreds of likes flooding your way in 2017. Goes to show your knowledge and wisdom is unparalleled, making many succeed. Take a bow! Thank you very much Anne Brock, Sidhdesh Punaskar & Jason Miller.
  • Content Beast: producing maximum content-  You folks are content producing machines, producing hundreds of documents/blogs/enablement videos for others to benefit from. Three of you combined published almost 500 content on BMC Communities in 2017 alone, congratulations Karen Farrell, Alexis Brown, Samantha Amend.
  • Sunshine: liking maximum content - You guys are the jedi, your knowledge and giving attitude made the day for several thousand users. Great job Jason Miller, Mohammad Rehman, Samo Puharic and Marek Ceizel.
  • This person is always right: your replies got maximum 'correct answers' - The ultimate bragging right. You guys are on a roll! Very impressive work  kedar zavar, Mohammad Rehman, & Sidhdesh Punaskar.

 

A special shout out to some of our partners & BMCers for who also shined in many of the above mentioned categories:

 

Once again, we are so glad to have you as our esteemed users and look forward to serving you in the future.

What are your top 3 business goals on BMC Communities for 2018? How can we help you achieve that faster? Talk to us in the comment section below.

 

See you all in 2018!

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BMC Communities this past weekend...

com11.PNGWasn't working as expected for many users i.e the Communities Inbox was not being loaded, users were not getting notified etc. The main problem identified was a malfunction in the Communities notification center. Our engineers immediately jumped to resolve the same and live status were being updated via. Twitter / Announcement in Using Communities.

 

The good news

All the major notifications related functions that were corrupted are working fine now

 

Details with current status

 

S.no.IssueStatus
1

Communities Inbox notifications not working / Communities Inbox not getting populated (Hence, email not being received)

Fixed
2Activity streams not generatedFixed
3News stream not working as expectedFixed
4Unable to mark Communities Inbox notifications as readFixed
5Communities Inbox not showing the count of unread notifications accuratelyIn Progress

 

Further Action

  • Puja Kumari & team investigates more on the issue, running a root cause analysis to mitigate future hazards.

 

Tip

Here are few key things you can do in such situation when the notification center does down:

  • You can still find (and engage on) the recent content being published in your favorite community from the 'content' tab.

  • Keep an eye out for an announcement here on Using Communities - where we report live status updates. The announcement, though would not be able to notify you, would still be able for you to view on the landing page of Using Communities.
  • Engage on Twitter with us @BMCCommunities when there is a downtime.

Have a question? Talk to us in the comment section below.

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Hello BMC Communities!

Please take 5 minutes to fill in your responses for BMC Communities Survey.

feedback-2313803_640.jpgDuring the coming weeks, we will be conducting a BMC Communities site-wide survey. We are conducting this survey in order to get a better understanding of your needs, satisfaction, and motivations to engage on BMC Communities. Your opinions are important to us, and this survey is your chance to express those opinions.

 

We aim to use the survey results (feedback provided by you) for three purposes:

 

1. To recognize your current pain points

2. To improve your overall BMC Communities experience

3. To fix problems that stop you from being successful on BMC Communities

 

Exciting new updates

Many high level and tactical improvements happened in the past 6 months or so. Here are couple of the things you can enjoy now:

  1. Thousands of Knowledge Articles - Enablement content (public knowledge articles) from BMC support experts now available BMC Communities. Read more here: Many useful documents to appear for Products you use.
  2. New UX/look & feel -  We simplified how you navigate on your favourite product communities from an all you can eat experience to a more specific topic (blogs, ideas, knowledge base) focused experience to boost ease of information consumption on BMC Communities.

 

So... the time has come again when we need to ask you, how did we do since we last spoke?

Click here to take the survey now

Thank you for devoting your time and providing candid input.

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BMC Communities values relationships, openness, transparency, authenticity and collaboration above everything else. In efforts of the same, here are key highlights on the feedback we gathered early 2017 BMC Communities survey.

 

Summary

In March... more than 500 of you responded on what you thought of the recent BMC Communities enhancements and the overall experience.

 

Here are some of the things we learnt:

  • 85% of respondents access BMC Communities daily or at least once a week.
  • On 'how satisfied are you with BMC Communities?', you continue to rate us above average at 3.8/5Thank you for your love & commitment!

 

Your favourite Communities

 

 

Recent updates on BMC Communities

Many high level and tactical improvements happened since we last spoke, here are some of the things you can enjoy now:

  1. New UX/look & feel -  We simplified how you navigate on your favourite product communities from an all you can eat experience to a more specific topic (blogs, ideas, knowledge base) focused experience to boost ease of information consumption on BMC Communities.
  2. Thousands of Knowledge Articles - Enablement content (public knowledge articles) from BMC support experts now available BMC Communities. Read more here: Many useful documents to appear for Products you use.

 

Features

 

Features you love
Features you 'OK' with
Features you want improved
  1. Login with Single Sign-On (SSO)
  2. Posting a discussion, document, idea, etc.
  3. Interacting on discussions, blogs, documents, etc.
  4. Finding your Product Communities
  5. Using your Communities Inbox
  1. RSVP'ing to events
  2. Searching for resources & experts

1. Using BMC Communities on a mobile browser

 

  • Overall, you seem to be extremely happy with most features on BMC Communities. Special mention goes to login with SSO, where you rated the feature 4.1 out of 5.
  • Features you find so-so:

Want us to cover specific topics in the learn experience? Share your feedback on the learn experience with us in the comment sections below.

    • In early Feb, we had a soft launch of events module on BMC Communities. Many users (including myself) use it quite often, RSVP-ing on the same was rated 3.3 out of 5. As we grow this feature, you can now create your own events and RVSP friends & colleagues.
  • Lastly, lowest rated feature on BMC Communities was using BMC Communities on a mobile browser. While we are aware of this and continue to work on improving this feature, here are some things that you can do on BMC Communities on-the-go:
    • Using communities inbox to review latest notification.
    • Browsing & sharing content.

 

Programs

 

Programs you lovePrograms you 'OK' with
Programs you want improved
  1. R&D and Support Blogs posts
  2. Beta Programs
  3. Partner Communities
  4. BMC Events (e.g BMC Exchange/BMC Day etc.)
  1. Ideation (enhancements for BMC products)
  2. Local User Groups

Nil

 

There are numerous active programs running on BMC Communities. The table above denotes how you feel about them.

  • You gave very healthy CSAT (3.3+ out of 5) for most programs. The only programs that were rated low were, Ideation and Local user groups, both were given 3.1 out of 5.
  • You are happy with partner communities on BMC Communities, giving a rating of 3.4 out of 5. To improve partner experience further, we recently launched our first public partner community. Check it out here - Partner Community.

 

Actions on our side to improve your experience:

  • Ideation program is in its growing phase with 5,000 unique visitors each month now. Thanks to latest initiatives such as dedicated idea pages for product communities, new idea search bar and unarchiving many ideas. Some positive feedback received from Mohammad Rehman & Jason Miller on the idea search bar:

Test out the new idea search bar here (for Remedy ITSM)

  • You ranked us lowest on Local User Group / Local events. This year we plan to be more active than ever to inform you about the BMC events coming to your neighbourhood. See more details here: BMC Exchange –  Coming to a City Near You!
    • Also, if you are hosting/attending an event, feel free to invite nearby friends & colleagues by creating your own event on BMC Communities.
Create an event in Local User Group now.

Testimonials

Many of your feedback made us blush . Here are some quotes from happy users explaining their unique goals (and success stories) on BMC Communities:

 

"It's not possible to work today without sharing its experiences, questions about tools like BMC...Community is really important for IT administrators."

"BMC Communities gives a solution for every requirement."

"This is one place where we get a lot of info, which is more than what we work on daily basis. This helps to understand the tools I'm using in a better way and the possibilities that I have never explored before."

"BMC Communities help answers to most of questions and functionalities and also help to reduce the number of issues\tickets to BMC support. It's also a great channel to bring the ideas for customers, users, partner etc."

"It's not only a great source of information but also a great way to interact with other people and share experiences."

 

To conclude, thank you very much for such positive results and honest feedback. We look to improve your experience further on BMC Communities.

Missed your chance to give feedback? We have the next BMC Communities Survey live in September'17. We look forward to hearing from you again.

 

Till then...

Here's a game. In the comments section below, tell us:
  • 1 thing you love about BMC Communities
  • 1 thing you want to see improved
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Background...

In past few months up until last week, we have observed handful of spam attacks on BMC Communities violating BMC Communities Guidelines and Rules and BMC COMMUNITIES TERMS OF USE (“TERMS”). Moreover, providing an unpleasant experience to our fellow community members. 

 

Specific Case

Last week, a spammer account by the name of Vina Lorenzana tried accessing BMC communities and sending private (spam) messages to other users. The user was using a Pune egress Public IP & all the transaction for Communities for Pune is happening through this Egress IP. See the screenshot below:

 

Vina Spam.png

 

To mitigate spammer related risk, we immediately:

  1. Deactivated this account
  2. Removed the external identity to disconnect the account from SAML authentication. Simply put, making sure that the SSO enabled user cannot re-activate the account in self-service.

 

In cases such as above, we also consider banning the IP address to disallow the spammer to create multiple accounts or run scripts to most hundreds of spam posts.

If you come across any phishing attempt or any suspicious account, please click on report abuse under actions on the content in the right rail. Also, you can reach out to Admin Team or to me directly.

Looking Further

In an effort to reduce the noise created by spammer and valuing the commitment of fellow users who love BMC Communities, we are taking the following action.

 

Follow-Back Messaging

BMC Communities users will be allowed to send private message to other users only if both the users follow each other. That means any future spammer would not be able to send you private messages until you decide to follow them back. Also, at any given point of time, you can unfollow someone to stop receiving private messages for that person. Here's a resource to help you in identifying and following experts: Learn from product experts.

Find more resourceful content to make you a communities champion here.

Other Measures Include

For spams not related to private messaging, we have taken following actions in the past:

  1. Abuse reporting - As explained above, it allows users to report abusive content by clicking an abuse label on the content, which is then sent to a moderator. Automatically hides content after 5 abuse reports.

  2. Link Moderation - Any content which contains links to domains not on the whitelist is placed into moderation.

  3. Keyword Interceptor - The Keyword Interceptor allows us to prevent users from creating content that contains keywords or phrases that are considered by the tool as problematic.
  4. Message Governor Interceptor - The Message Governor Interceptor prevents users from posting multiple content in quick succession.

Still have questions? Post them in the comments section below

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Early April, we were wondering what we would do with documents in the future.

 

We were obviously joking: in the past years, the overwhelming feedback we've received from you all (in surveys and more) is that you'd want to have easy access to more enablement resources, for each of the Products you work with, and offering compelling resources is our key goal on BMC Communities

 

Strategic view

We've been making progress on various individual communities, but also worked behind the scene so that something bigger was happening.

  • What if "the bigger thing" was global (all portfolio)?
  • What if the Experts were already onboarded to make such posts?
  • What if the process to regularly post enablement content was already proven as successful?

 

Let's be a little more pragmatic: what if, in each Products community, you could enjoy:

  • hundreds (if not thousands) of content from Support Experts?
  • ability to learn together?

 

Sounds exciting? So here is the big news:

We're planning to have public Knowledge Articles appearing seamlessly on BMC Communities

 

Benefits for everybody

Many ways to enjoy these official resources:

  • You'll find them easily when searching/browsing BMC Communities.
  • We'll be creating a specific Experience (a page in each Product community) curating recent/trending/updated/featured Knowledge Articles, and helping you to find the most relevant resource
  • Since such resources will be shared public on BMC Communities, Google (and others) will begin to index them as soon as they appear here, and you'll find them when searching on your favorite public search platform

Google_screen.png

When logged in on BMC Communities, value increases even more, and you'll be able to:

  • bookmark these Articles
  • engage on/about such resources, enabling a productive conversation with all Community Members (and the Knowledge Article to be then improved)
  • @mention knowledge articles from anywhere (a discussion, an idea, a comment on a blog post, etc.) thus guiding others to relevant resources
  • and all capabilities you're familiar with on BMC Communities

 

Pragmatic Next Steps

Many things in the near future:

  • In the next days, the first Knowledge Articles (KAs) to appear on BMC Communities
  • In the next weeks, more ways to find relevant KAs on BMC Communities

 

 

More news (rollout details, FAQ) will appear soon on BMC Customer Support Community

To be first to know, you can follow this community in your Communities Inbox

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It's always healthy to do some Spring clean-up, let's begin in April with "documents".

Screen Shot 2017-03-31 at 15.38.14.png

 

Current Status

Anybody can create documents on BMC Communities, it allows you to then collaboratively (with other Community Members) to improve content, with versioning and more.

 

Global assessment

In the past years, 25, 585 documents have been created, updated (often collaboratively), commented, etc.

They help us all to share lessons learnt, and improve details in a collaborative manner (based on feedback from others).

 

Almost 26k content seems like a good success.

Let's go one step further, and look closer.

 

Focus on some examples

Looking at a couple of documents (0.0011% of them, that are very impactful):

The collaborative, crowdsourced Dev wikiThe BMC CompassThe Communities coach
Remedy AR System API and Integration Interfaces Overview by Misi Mladoniczky (and many more)BMC customer orientation checklist by Miles EscowWhat's in here for you? by Shadab Ashraf

This developer-focused document has:

  • been created and improved by 10+ people around the world,
  • been commented 45 times
  • received 60 likes
  • been bookmarked 108 times!
This document was designed with people from many teams, making it easy for you all to discover the best resources to be onboarded as a new BMC CustomerThis document summarizes the benefits of being a Community Member. It proposes various next steps for you to enjoy the best of BMC Communities

 

Do you see value of documents?

 

Next Steps

As we're trying to simplify the Experience on BMC Communities,

  • should we replace these lively content with PDFs or static pages? (thus breaking people-powered content lifecycle)
  • should we prevent more than 1 person to update a given doc? (or do you like to really collaborate, and to collaboratively author content, like on Google Docs )
  • should we remove the Social Sharing buttons at the top? (allowing you to easily share a document with your Linkedin contacts for example)

 

We welcome all your comments, and wish you a wonderful rest of the year (April is always fun )

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Please take out 5 minutes to fill in your responses for BMC Communities Survey.

Here's your chance to evaluate your experience, suggests improvements and impact roadmap on BMC Communities. Let's improve together

 

Updates since last Survey:

  • Using Communities (formerly BMC Social) - with custom learn experience to get started on BMC Communities
  • A brand new Developer Community
  • Creating events on BMC Communities
  • Next-Gen UX design for Product Communities (in progress)

 

Rate us:

  • Provide your overall satisfaction with BMC Communities by giving star rating.

  • Suggest your likelihood to recommend BMC Communities to your counterparts by rating us on a scale of 1 to 10.

 

  • Lastly, rate all your favorite programs and features on BMC Communities.

 

Your responses will help us validate our plans to develop new programs/features on BMC Communities and evaluate our efforts in the past.

This survey will be active for a limited time.

 

Please provide your responses now. Thank you for your participation

Let your voice be heard.

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We love to listen to you to improve the experience BMC Communities provides. In the same spirit, here's the feedback we've gathered from the results of BMC Communities Survey, August 2016.

 

 

Your Initial Feedback - Favorite Communities

 

We we're overwhelmed by the responses we got (more than we were secretly aiming for ). We received 750+ responses. Thank you everyone for taking out time. We appreciate your commitment to making BMC Communities a better place to be. It was exciting to notice that 85% of you are using BMC Communities at least daily/weekly, now that you can login seamlessly with SSO. This is an 4% increase since the last time we checked.

 

We also learnt that you are interested in several communities. Top product communities being:

 

But most of you were also highly interested in:

 

Programs & Features Accessed

 

Programs Details

There are several programs running on BMC Communities. Hence, we checked with you on how satisfied were you with these programs. The details mentioned in the table below:

 

Programs you lovePrograms you 'OK' with
Programs you want improved
  1. Engage Community
  2. Beta Programs
1. Ideation
  1. Local Events

Insights on Programs improvements:

  • You were most happy about Engage Community & Beta Programs. Rating at 3.60 and 3.54 out of 5, respectively. Let's celebrate! Also, far more automation coming in beta programs, stay updated by following programs in connection streams.

  • We are also aware that you want a better experience with local events and are fully committed on improving it. To improve, we listened to you and learnt that the major needs currently are:
  • For Ideation, in 2017 you would be able to see brand new ideas page for every Products community. Psst... checkout the ideas page live for Remedy ITSM where you can find (and engage on) trending ideas, see idea stars, find featured finally and browse all ideas by stage e.g. on roadmap, delivered etc. (comment below with your thoughts).

 

Features Details

We also checked your level of satisfaction with the features on BMC Communities. The details mentioned in the table below:

 

Features you love
Features you 'OK' with
Features you want improved
  1. Posting a discussion, document, idea, etc.
  2. Login with Single Sign-On (SSO)
  3. Finding your Product Communities
  4. Interacting on discussions, blogs, documents, etc.
  5. Searching for resources & experts
  6. Using your Communities Inbox
  1. Receiving content through BMC News streams

1. Using BMC Communities on a mobile browser

 

Insights on Features improvements:

  • Using BMC Communities on a mobile browser ranked lowest (3.2/5) amongst all features. Your biggest challenge has been not to be able to create discussions or reply to them via mobile. We are looking for measures to improve that in the future. That said, here's a list of things that you can still currently do on mobile:
    • Guest experience (non registered users) is seamless in navigating content.
    • When logged in, you can efficiently manage Communities Inbox
    • When logged in, you can efficiently browse News.
  • Test your knowledge on key features on BMC Communities such asHow To: Master Guide on Searching on BMC Communities, Find answers for your products, Using Communities Inbox and much more on learn in Using Communities.

 

Testimonials

Many of your feedback made us blush . Here are some quotes from happy users explaining their unique goals (and success stories) on BMC Communities:

 

"It's the only real place to discuss BMC products with like minded souls."

 

"BMC communities help a lot in our daily routine job and can take a look at communities for any issues before reaching BMC Support over ticket and can get proper answers from engineers if we post any type of issue that helps and make our job simple. I love BMC communities very much :-)"

 

"I often do visit BMC Communities for Bladelogic Server Automation issues and it never disappoints me. I would say communities is much better than KCS. I am following many experts from the community and do receive their response in my inbox that helps me to keep myself up-to-date with the Bladelogic world."

 

"Most of the time, whenever I've posted questions or issues, someone responds. This is awesome!"

 

Achieved/Planned Improvements in 2017

Please comment below if there are other enablement topics on features that you would like to be covered in Using Communities.

  • Product communities User Experience Redesign - Instead of having 1 landing page with all you can eat experience (tons of widget), this new UX targets productive behaviors for users:
    • landing page to act as what's up + routing to key goal (w/o users having to scroll down too much, or dig into content tab)
    • each tab (page) focusing on one Use Case
    • The new UX consists of:
      • a new landing page (now mobile-responsive friendly )
      • focused pages (on each community, a couple of tabs)
      • on each of these pages, tiles (technology replacing widget) including a custom dev one (Recent Activity summary -- see public heads-up)
  • Developer Community - Code, collaborate and innovate together with other BMC Developers. Get highlighted as 'featured innovators' and stay updated about upcoming events such as Digital Innovator Tech Podcast  - Episode 4 "For the Record...".

 

Missed your chance to give feedback? We have the next BMC Communities Survey live in March'17. We look forward to hearing from you again.

 

Matt Laurenceau

CMAD on Monday 23rd

Posted by Matt Laurenceau Employee Jan 13, 2017
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Did you know that on Monday 23rd, the Internet will celebrate Community Manager Appreciation Day?

Hug_cmgr small.png

Give some love back! (visual credits)

What is CMAD?

Appreciation? Are you supposed to buy flowers on this day?

You sure can, but there are many other ways to "appreciate" your Community Managers

CMAD is the opportunity for all of us to give back to people who spend time designing and orchestrating successes on various Communities we use.

 

Who are the Community Managers?

You interact with other Community Members, and you're helped by Experts.

You thank them daily by interacting on their content (discussions, blogs, documents), by voting and commenting on their ideas.

 

You may or may not know the Community Managers, depending on their style, or if Community Management is their day or night job

Community Managers often work behind the scene, making sure that:

  • The appropriate communities are created, staffed, filled with content/resources that help you succeed,
  • Bloggers are accepted, trained and supported
  • Moderators are picked within Customers/Partners/BMCers making sure content quality achieve the level we want
  • And more!

 

Let's take some examples:

 

 

What can You do?

Go ahead now, give back to the Community Managers who help you to succeed:

If you face to face with them (in the office, at an Event, at a party...),

  • Give them a hug
  • Treat them for a coffee/tea (obviously, bribes not tolerated )

 

If you only have the opportunity to interact in a Digital manner,

  • Go on their Communities profile, follow them, endorse them for skills, engage on their recent content
  • Vote/comment on ideas in the community you care about
  • Find a discussion that is not answered yet, help out to move the needle

Other things you'd like to do? Go ahead and do them, then add a comment to let others know great ways to thanks cmgrs.

 

If you're interested in Community Management (having a key role in fostering success in a community) and would like to know more about the Event, read more on http://communitymanagerappreciationday.com/ and message me or Shadab for 1:1 talks.

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Wishing you all an awesome 2017!

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Looking at evolutions we had recently, and updates that we'll have in January/February, I can safely say that 2017 will enable even more win-wins on BMC Communities!

Developer Community

On Developer Community, developers are helping each other around the world to best innovate thanks to no-code, low-code, pro-code synergies. By fostering seamless collaboration between Process Owners, Analysts and hard core developers, Innovation suite fosters best leverage (quick Go To Market) and efficient iterations.

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Benjamin ATTAL, with May Bakken

 

The level of collaboration (and success ) we've seen in the past couple of weeks between developers (Customers and Partners), Support, and also Engineering + Product Management is very exciting, we all learnt a lot in the process, and want to replicate this broader.

 

Best Using BMC Communities

Couple of days ago, Shadab Ashraf released the first phase of Using Communities content and UX:

  • Note: this community used to be called BMC Social
  • Focused tab, by Use Case:
    • Learn how to best benefit from BMC Communities (onboarding and learning further)
    • Ideas, displaying "Communities User eXperience (UX)" ideas in a very actionable fashion, highlighting:
      • ideas where we need more vote/comments from you,
      • ideas that we want you to know that we are in the process of productizing them,
      • idea that were delivered, so that you see how efficiently your engagement influences our roadmap
      • And also, in the main column, a view on all the ideas that were voted/commented recently

 

In the next weeks, more resources are going to be shared (content helping the Learn Use Case) and we'll tweak UX further

 

And more

And we're not done!

  • In the next couple of weeks, you can expect more productive interactions around events (virtual or physical).
  • In the next couple of months, the successes we have seen with Support (and broader) engaging on BMC Communities will go to the next step, with focused content and experts.

Anything you'd like to let us know? comment below

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