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Using Communities

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Did you know that on Monday 23rd, the Internet will celebrate Community Manager Appreciation Day?

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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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BMC Communities is about to dress up for Xmas time.

Overall site

It's going to be far more white:

  • no more right and left gray border on the page
  • no more dark News/Profile/Inbox/Create/Search top bar (below the header)

 

All these areas will move to white, reducing the depth of the site, making it more comfortable to use.

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Whiter overall, border-to-border header and footer

 

This very community

You'll see changes in Using Communities too.

  • The name will move to a very clear Using BMC Communities, setting expectations about the focus
  • The landing page (aka Overview) will be simplified
  • We'll introduce a new concept, tabs, each of them focusing on a given Use Case for this community
    • one tab will be Learn, and will propose enablement resources so that you can be more and more productive with this platform
    • one tab will be Ideas, and provide a UX helping you to best interact on ideas for this community
    • etc.

 

You'll also see a new way to display Recent Activity, summarizing far more interactions, and giving more hints on what happened for now on each content:

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Summarized view of Recent Activity

 

Such changes were designed to improve your usage of BMC Communities.

It's the present that the Communities team has for you to end 2016.

 

Rollout Plan

The whiter look (and core changes) will happen on Friday 9th, around 6:30am Pacific (aka 8pm India, or 15:30 in Paris)

We'll have a 15min pause to make it happen. You'll be able to follow progress on Twitter, @BMCCommunities

 

The layout changes to this very BMC Social community will happen step by step in the next 2 weeks.

 

We can't wait to see how these changes (aesthetic and functional) will make your Experience even better.

Please share feedback as comments, now and after the phased rollout

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Please take a few minutes to share your thoughts on BMC Software, our products and much more by taking this survey.

 

mic-1418319_640.pngLet your voice be heard!

 

The survey should take less than 10 minutes of your time. Your previous survey feedback was extremely valuable to help us understand that the quality of our products, their value to your business, and prompt/effortless support are three of the most important success factors to you. We've worked hard on enhancing the same.

 

Here are some highlights of actions that we took in the last year to improve your experience with BMC:

 

  • Launched a new search engine on BMC Support Central, giving you better results from BMC's online content.
  • Implemented a new online case management and knowledge system to improve your support experience.
  • Improved access to BMC Communities with single sign-on. You now only need to remember one login and password.

 

 

 

The survey has been extended until November 8, 2016

 

 

Thank you!

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On October 18th you will have the chance to tell us how you feel about BMC and how we can improve by taking our semi-annual customer feedback survey.

 

Your feedback in previous surveys has highlighted that the quality of our products and prompt, easy-to-use support are the most important factors to you. We continue to focus on driving improvements to provide you with the best customer experience possible.

 

In response to that feedback, here are some highlights of actions that we took in the last year to improve your experience with BMC:

 

  • Launched a new search engine on BMC Support Central, giving you better results from BMC's online content.
  • Implemented a new online case management and knowledge system to improve your support experience.
  • Improved access to BMC Communities with single sign-on. You now only need to remember one login and password.
  • Created a new BMC customer orientation checklist accessed by going to http://bmc.com/new to help you quickly get up to speed as a new customer or with a new product.
  • Improved the performance of our download center (EPD) by a factor of 5.
  • Refreshed "how-to" video content on YouTube, improving branding, removing redundant videos and boosting the rate of video production. That has resulted in better search results, higher quality videos and more videos overall (100+ new videos uploaded since the survey).
  • Launched new product, industry, role and training pages to provide clearer and more personalized information.
  • Enhanced BMC Communities and Docs.bmc.com with a new 'liquid layout' making better use of user's full screen width and thereby improving legibility. Also added Communities sticky header and Docs guided tour.

 

The survey will be available on October 18th, please take the time to share your thoughts about our progress.

 

In the meantime, you can read here about BMC's growth, innovation and customer success. This article summarizes BMC's market performance, innovation & partnerships, customer successes and organizational highlights.

 

Server Automation Client Management Cloud Lifecycle Mgmt Control-M Discovery (ADDM) FootPrints Service Core Mainframes SolutionsMyIT Remedy AR System Remedy ITSM Remedyforce Track-It! TrueSight Capacity Optimization  TrueSight Infrastructure Mgmt

         

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Please take out 2 minutes to fill in your responses for BMC Communities Summer Survey.

feedback-1311638_640.pngIn our last BMC Communities survey, you gave us the second highest number of response ever, coupled with extremely valuable suggestions and shared how/when/why you use BMC Communities.

 

In short...

Your overwhelming participation and zest to help us improve your BMC Communities made us all go 'Gangnam Style'.

 

We celebrated this success with you by Preparing the future on BMC Communities, together. Some of you even won exciting prizes as promised.

 

Much has changed on BMC Communities in the past 6 months. You now have:

  1. Spotlight/Intuitive search experience
  2. Custom curated content for you in Communities News
  3. Improved BMC Communities UX and design (elastic width for content, sticky header etc.)
  4. Single Sign-On (SSO)
  5. And... much more

 

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

Let your voice be heard.

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On Wednesday, June 1, Dick Stark from RightStar, a BMC partner, will talk about how the new Digital Service Management strategy helps channel partners grow their businesses. We will also discuss how DSM benefits customers by making them more productive, responsive and profitable. Tune in tomorrow and watch live!

 

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    • The Zoo: Dick Stark Explains Digital Service Management
    • June 1, 11:00 am PT

 

The event was recorded and you can watch the video:

 

Save

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Are you a fan of 'The Zoo'? You can now watch live episodes on Blab each week!

Zoo May 25.png

On Wednesday, May 25 Alf Alf Abuhajleh will be joined by BMC's Chief Employee Experience Officer, Monika Fahlbusch. Monika was recently recognized

 

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    • The Zoo: Who Runs the Digital Workplace?
    • May 25, 11:00 am PT
    • Subscribe Now

https://www.pinterest.com/pin/create/extension/

https://www.pinterest.com/pin/create/extension/

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Beginning late on Friday 13th May and continuing into Saturday 14th May the BMC Communities will be transitioned to use the same login mechanism that most other BMC websites are using. The Communities will be unavailable during the transition.

 

We are making this change so that you can enjoy the convenience of having only one account to access all of BMC's websites and web applications. In addition, once logged into a single sign-on supported BMC website, you won't need to re-enter your credentials for each additional site or application that you visit.

 

So where you used to use this to login on BMC Communities:

Jive login.png

You will soon see:

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The vast majority of our users have already linked these two different accounts using an account matching wizard that was available for the last few months. If you haven't yet done that, you still have a few days to use the account matching wizard.

 

From the moment we make the switch on the 13th, you should use your 'Support' credentials to access the BMC Communities. Your old 'Communities' credentials will no longer be valid.

 

If you have questions please have a look at our FAQ for this topic. If that doesn't answer your questions and you need help please contact Customer Care ( by phone or email customer_care@bmc.com )

 

Thanks,

Single sign-on project team

 

BMC Customer Support Community BMC Product Documentation BMC Customer Success (consulting, education, and support) Single Sign-On Online Experience (BMC Only)

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As we thrive to provide you with the best customer experience, it is important to know, "How are we doing?". Based on your experiences, please take a few minutes to respond to the BMC Software Customer Feedback Survey. The survey should take less than 10 minutes of your time.

 

Your previous feedback was extremely valuable to help us understand that the quality of our products, their value to your business, and prompt/effortless support are three of the most important success factors to you. We've worked hard on enhancing the same.

 

Click here to start the survey

 

The survey will be open until May 3, 2016.

 

Let your voice be heard.

 

If you have any questions please contact Helen Krizek-Yost.

 

Thank you!

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Last Friday, the post was obviously a joke.

We had many of you interacted (behind the scene) with our team about what we said, and we all had a good and healthy laugh.

 

You'll be happy to know that many of the datapoints were true!

Survey engagement and CSAT

We eventually had 894 responses. Thanks all for sharing with us

 

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Overall rating of BMC Communities

 

You gave a 4.11 average answer to "how satisfied are you with BMC Communities". (1-to-5 rating)

It ranks as high as YouTube mobile app, thanks a lot for such nice feedback!

Thanks to all of you, who create successes, 24x7 on BMC Communities.

 

We asked the Product Community you used most.

 

 

Your Goals on BMC Communities

We want BMC Communities to be useful for you, so we asked to rank your purpose/reason to use BMC Communities.

TopReasons.png

Main Reasons to use BMC Communities

 

As a summary, collaborating with others, peer-to-peer or with BMC Teams, is your main goal (to learn from experience, find Use Cases, solve problems and more)

 

For each of these purpose, you also shared your CSAT.

  • All of them (except one) were rated between 3.7 or 4.0
  • The only one that had a low (3.1) rating , "Stay informed on Training Opportunities", is something we knew beforehand, and is already being worked on, BMC Customer Success (consulting, education, and support) is in the process of engaging and delighting you for this very topic (thanks Heather Leventry for leading this initiative)

 

We then computed your success rate when going on BMC Communities, and landed at an exciting 92% (up from 90% 1 year ago -- btw, we're up on all KPIs compared to this survey)

 

 

Communities Features

All of you were really positive for most of the features we listed:

  1. Finding your product community
  2. Interacting on discussions, blogs, documents, etc.
  3. Posting a discussion, document, idea, etc.
  4. Searching resources and experts

 

The features where you rated lowest (or picked N/A for many of you) were:

  • Using your Communities Inbox
  • Interacting from mobile device

 

Actions on our side to improve your experience (and/or awareness, so that nobody picks N/A when we run the survey again in 6 months):

  1. With the Communities upgrade late Feb (after we launched the survey), we improved Search Experience, and introduced an easy and powerful mobile responsive design (allowing you to engage on BMC Communities from Chrome mobile or Safari mobile - you can even add it to your phone Home Page)
  2. We'll post resources explaining how to use your Community Inbox (from laptop or mobile) and become far more productive than using Email (even if we still want to continue to support Email for the foreseeable future, allowing many different work-styles to efficiently collaborate on BMC Communities)

 

Are we on the right track?

 

Communities Programs

We run many Programs on BMC Communities, with several teams helping everybody to succeed.

You gave great CSAT (bigger than 4 on the 1-to-5 star rating) for the following Programs:

 

The only Program you rated badly (below 3.5) is Local Events.

As a matter of fact, we do not have such Program yet

Would it help you if Communities activity would happen before the Event (awareness, collaboration on agenda, etc.), and after the Event (continuing the conversations, posting slidedecks and engaging, drafting together the next agenda, etc.)

 

You also said to us that awareness on the existing Program should improve (for 46% of you).

We already notify Community members (for each Product) when a program (like a Beta Program) touches a given product.

Could you please give examples of other things we could do to help you all be even more aware of these Programs?

 

Next Steps

In the next days/weeks,

 

Something that was not clearly mentioned yet. We're working closely with BMC Product Documentation community (very active for many products) to provide even more synergies for you all.

 

And to finalize, please all take your phone away from your pocket (or do you have it already? ), and open communities.bmc.com from Chrome mobile or Safari mobile. Log in. What do you think?

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In the past weeks, we've been analyzing  feedback you gave on BMC Communities Early 2016 Survey.

I'm (very) excited to share initial results today (more will come in the next weeks), focusing for now on 3 topics:

 

Overall satisfaction

We're delighted by the rating you gave, 4.1 out of 5.

Not as High as Angry Birds (ok, we don't compete with games), but as high as the very famous Skype app (technology I probably use the most, along with Google Hangouts, to interact with many of you).

 

Skype.png

Rating of BMC Communities is all-time high

Currently as high as Skype (4.1)

 

You make the Community successful, thank you a lot for being active on it!

I was so happy about this result that I just asked my mgr for 5 weeks off to celebrate that!

I may need your help so that such (very French) vacations are accepted, please comment with ways I could pitch that to him.

 

Mobile first

Regarding features on BMC Communities, you were all very happy with:

  • finding your product community,
  • posting (your own content),
  • interacting (on content from others)

The capability that had the lowest score was mobile access.

Interestingly enough, you gave a rating of 3.14159. Yes, rating equals "pi", exactly!

 

We were aware of such mobile limitation beforehand, and the release we made late Feb (while the survey was still up) addressed many concerns regarding mobile access. We now get between 4% and 18% of mobile traffic each day (week-ends are higher as you can guess)

 

Jive8_mobile_MikeHoover_small.png

 

We know we still have gaps, and we want you all to share your experience with mobile responsive design (Marketing buzzword to say "enjoy site directly by using your phone browser to go on a site")

 

Hope is not a strategy, so a friend tipped me on the best way to make sure that you all give feedback.

We'll force you

Starting next Monday, we'll shut down usual web access, and only allow phone access.

Get ready today:

  • On your phone, start Chrome mobile or Safari mobile, and go on communities.bmc.com
  • Check out the mobile Home Page, show it off to your closest colleague (bonus points if he/she does the same steps)
  • Then you can go wild:
    • Log in (usual BMC Communities username and password -- we've not applied SSO yet, stay tuned)
    • Check your Inbox. and Your content
    • Try and create a Status Update and @mention Michael Hoover (let's spam him a little bit, for the fun of it -- he's been helping us a lot these past months to grow maturity on mobile access, so deserves some stalking)
    • Search for this very blog post
    • You worked hard (even if that was easy, it was very productive ), you can have a break. 10 minutes are fully deserved. A small walk outside? (ohhh, you can even take your phone with you to finalize these steps while resting in the sun)
  • Add a comment about how easy/fun (or frustrating) your experience was, using your mobile

This experiment will run for 1 month (or more if we do not have enough comments), and we'll share feedback with you all after that.

 

BMC Communities also goes into physical world

When giving feedback about the Programs on BMC Communities (Betas, R&D and Support Blog posts, BMC Engage, ideation...), you were positive (or very positive) on all of them (all of them scored more than 3.3, on the usual 1-to-5 scoring).

 

You also shared what we could do to improve value of these Programs. And by far, the biggest feedback was "increase awareness".

 

A team brainstormed about best way to achieve that:

  • We do not want to spam you with Emails (that would not be very Digital ).
  • On the other hand, we want such resource to be very special for you all, so decided for something memorable:
    • we'll print out a 1-pager, describing the Programs on BMC Communities
    • we'll use postal mail to deliver it to you
  • Please post a picture, in Off Topic, of this A4 paper (yeah, printed in Europe) pinned above your desk (or bed, or where ever it is for you)

 

 

Let's wrap this up.

I suspect that the next weeks/months will be a lot of fun.

Stay tuned for more details about the survey, and more!

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Last Fall, many of you participated in our BMC Customer Survey, which we run twice per year to gather feedback on BMC and how we can improve.  In a few weeks, we’ll be conducting the survey again but wanted to provide you with some highlights and improvements since last October.

 

Your feedback highlighted that the quality of our products, their value to your business, and prompt and effortless support are three of the most important factors to you.  We have improved in all three of these areas over the past year, and we will continue to focus on driving improvements to provide you with the best customer experience possible.

 

Below are some examples of areas where we have already started to take action on your survey feedback:

 

  • Adding more 'how to' videos and detailed, real-world best practices for using our products to our technical documentation. In 2015, over 200 new videos were created.
  • Improvements to the 'Request for Enhancement' / Ideas process, including a BMC response to all ideas submitted, new stage names to clearly indicate where an idea is in the process, and commitment from Product Management to provide an active response to the top 15% of Ideas as part of release planning.
  • Un-gated technical product documentation to make it easier to find and use.
  • Launched a new personalized Support Central homepage with improved issue management and a best in class search engine.
  • Implementation of dispatch swarming in our support department has led to a 50% reduction in Median Days to Close for Remedy support issues.
  • Security landing page on BMC.com provides a central hub to monitor security alerts, impacted BMC products, and remediation.
  • Improved browser compatibility across our websites and web applications.
  • New 'contact-us' pages that are easier to find and use.
  • Improved single sign-on across our websites and web applications.
  • Google site search integrated into BMC.com giving customers results from Communities, Docs.bmc.com, blogs and BMC.com in a Google format.

 

If you participated in our survey last fall, we would like to thank you for your time. It is critical for our success to measure which of our initiatives have brought about positive change and also identify areas of further improvement.

 

Please comment on how these actions have helped your business.

 

 

The survey will be available again next month, please take the time to share your thoughts on our progress.

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Where are we?

We're still collecting results on the BMC Communities Early 2016 Survey

If you have not taken it yet, it's still time (it will be closed in a couple of days)

 

For now, with 770+ responses already, we received a lot of positive feedback:

  • Overall satisfaction is great (a very high majority would recommend BMC Communities to your peers)
  • Percentage of daily/weekly users increases (compared to the last surveys)
  • Most of you are very comfortable with the technical capabilities (searching content, posting, interacting, finding your product community...)
  • Most of you are very satisfied with the Programs running on Communities (Betas, R&D Blogs...), BMC Engage leading the pack

We'll share far more about survey results in the next weeks.

We're learning a lot of things, helping us to shape & validate 2017 roadmap.


You're also giving honest feedback about areas of improvements: (thanks, this transparency helps us all to win-win)

  • technical capabilities: mobile usage ranks the lowest
  • Programs: ideation, even if it satisfies most of you (it's sure far better than a black box RFE process), sometimes creates concerns.

 

Good news is that we were prepared to such improvement items, and we included them in our roadmap some time ago already

 

What will happen in the next 2 weeks?

 

BMC Communities will enjoy a series of technical + User Experience improvements, that will build on successes, and also directly address some of the gaps, or enable us to address the issues further in the next weeks/months.

 

Let's unveil a couple of them:

 

Mobile becomes the norm

First, we're introducing a fully responsive design, that will enable you all to view resources in a fast and seamless manner, and also post content, or interact from your phone, with your mobile browser.

 

See a teaser of what Michael Hoover validated with us:

Jive8_mobile_MikeHoover.png

Quick access to Inbox, creating posts, searching, and more!

 

 

Your Stuff

We know it's critical for you to quickly access discussions you've created, or documents you've interacted on.

You also told us that it would be really helpful to have a quick way to find Product Communities you care about, or groups you're part of.

 

Both of these capabilities will now appear when you click on your profile (see on the above mobile screenshot for example - Your Content and Your Places), making access quicker than ever.

 

 

News you may want to know

The volume of content and interactions on BMC Communities is impressive (globally or even in each of the Top 15 Communities).

So trying to be aware of everything is a daunting task (and probably not best use of anybody's time)

  • Your Communities Inbox is obviously something you want to monitor closely (people interacting on your content, people talking about you, invites to groups, new followers, etc. -- see Notifications Tips for BMC Communities)
  • You probably just "follow" a lot of communities or group, but without being notified (the case when you follow in "Connections Stream", the default way to follow)

What if we used some Digital magic to personalize your experience?

  • Resources that are hot and recent
  • Resources on topics that you care about (based on communities & groups you follow, or Custom Streams that you created)

 

We'll be introducing "News" in the next weeks, and will work with you all to tune it to your needs.

To learn (and ask) more about News, feel free right here.

 

 

Search ... and find even faster!

You've been giving very positive feedback these past years on the quick search (quickly listing content, but also people and communities or groups).

  • What if Search was trying to guess things you're searching for even before you type? (suggesting content, people and places - based on your recent activities)
  • What if you didn't have to scroll down to see people or place? (I know it's currently a pain for many of you .. for me too )

 

All these UX improvements (making the 80% of your searches far quicker) will be embedded in the new Search capability

To learn (and ask) more about Search, go here

 

Many simplifications & productivity helpers

  • Your Communities Inbox is now called .... Inbox. (yep, we preferred clarity over poetry)
  • Icons giving more clues on what content (blog, document, but also now PPT, Excel, etc.)
  • Profile giving quicker access to see background/expertise of Community member
  • And a lot more!

 

What's Next

Outage for the maintenance will happen this week-end:

  • Starting on Friday 26th at 6pm Pacific time (aka 7:30am IST on Saturday),
  • Continuing on Saturday till around 9am PST (11pm IST)

 

Should you want to follow "live" how things are moving, check out @BMCCommunities on Twitter.

 

How does it sound to you?

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Every 6 months, we're launching a survey to see how BMC Communities helps you, and could achieve even better.

 

Here is the 3-min survey

 

You can see results from early 2015, and mid 2015.

These surveys helped us improve BMC Communities in many ways:

  • Simplification of Product communities
  • Easier navigation (home page, and top header)
  • More resources from Experts
  • More focus on key Programs (like Betas or Engage) that help you succeed better/faster

And on all these items, new things will happen in the next weeks.

Let's start again in 2016.

SurveyAgreeDisagree.jpg

3-min survey

 

By completing this survey (*), you'll participate in a drawing, with the following prizes:

(*) BMC Employees will not be part of the drawing, only Customers, Partners, Independent Consultants, Prospects, and Analysts are.

 

The survey will end week of Feb 22nd.

Take it now

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