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Using Communities

127 Posts authored by: Matt Laurenceau Employee
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We're ready to share analysis and take-aways of the March '19 survey.

As usual, it was a great processes to interact with you on things you love, like and dis-like on BMC Communities.

Screen Shot 2019-05-24 at 14.54.00.png

Visual credit: SuperOffice

Many successes

Quantity or quality? For this survey, we had both quantity and quality!

We had 11% more responses than the previous survey. Great growth in Control-M for example

With 669 responses, we're confident that the survey represents what the vast majority of Community Members want.

 

The level of satisfaction is also all-time high,

  • globally on BMC Communities
  • overall for features: login, post, search, etc.
  • overall for programs: KB Articles, Blogs, Betas, Ideas, etc.
  • for all product families

 

We're very happy about this feedback, but always want to learn from you about ways to improve, so we focused on the issues you pointed out.

 

 

 

 

Improvement Areas

 

Your feedbackActionsStatus & Next Steps
You wish to have more comments about ideas you postWe're working with several product teams (especially Product Management) so that they not only look at the top idea, but also comment on them even more (to be honest, many of them do already), so that you have feedback about how your idea resonates

While we continue to work internally, we also have a call to action for you all:

Please walk the talk, and comment on ideas from others.

The more you do that, the clearer the idea will be, and the more productive it will be for Product Managers to then have aha-moments and informed decisions.

 

For more, please engage on Ideas FAQ

You'd like to seamlessly comment on KB Articles, allowing quick crowdsourcingWe've now enabled comments on KB Articles from the vast majority of Products

You can go ahead and comment on each KB Article, to let us know how they work for you (including improvement ideas).

Bonus point (yep, treasure hunt) if you can find KB Articles that do not yet allow comments, and let us know by commenting below this post

 

For more, engage on FAQs on Public Knowledge Articles on Communities

You requested more awareness around Beta Programs

We're making progress in several directions:

  1. We're now running beta Programs for more products (yep, we're even touching new product families)
  2. We're improving the way we communicate for each beta program, so that you do not miss any (it may mean several reminders for each)
Make sure you follow the Products you care about, and you'll be notified for each program
You'd like it to be even faster to find your product communities

What we did:

  1. we added metatags with keywords (for example "dwp"), so that you can easily find communities when using the top-right Search: Screen Shot 2019-05-22 at 10.22.09.png
  2. We continue simplification for community names, removing acronyms/names from the past: for example ADDM is being removed from Discovery, and MyIT removed from Digital Workplace (but the respective keywords still work )

 

What we recommend you do:

  1. Go ahead and follow communities you care about, you can then quickly find them in Your Places.

The technical modifications have been done on BMC Communities.

 

We're working with Miles Escow on a Favorite concept, so that you can easily select your favorite products, and they will appear as communities you follow

You'd like more awareness of Partner Community

We have a public Partner community, where you can learn more about Partners, and engage with them.

And if you're a partner, you have access to private communities

Have a specific question about partners? Ask it on their community, and things will move fast

 

What do you think about these changes?

Will they indeed improve your experience on BMC Communities?

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Now that March survey is closed, it's time to prepare April (on this 1st day of the month).

 

I'm not ready to share detailed survey datapoints, but you all can celebrate, with these highlights:

  • we had 11% more responses than in Sept 2018 (that was already higher than March '17)
  • the responses are also very positive! (and insightful too, for things we need to improve)

 

Thank you make making BMC Communities a great place to connect, share & discover.

Far less communities?

Let's think about big impactful things we want to do in 2019.

We see a lot of value in reducing fragmentation, making sure that people learn more from from each other.

 

What if we merged some communities to force this?

 

Since we didn't want to be biased, the grouping proposed below was done randomly, and we'd like your feedback:

 

Communities to be merged (final name TBD)Comments
Remedy ITSM and TrueSight Infrastructure Mgmt2 very big (and mature) communities, it should be great
Control-M and TrueSight Server AutomationRobert, wouldn't it be great? (perhaps you influenced the random choice )
TrueSight Capacity Optimization and DiscoveryWe've been lucky that both of them focus on the server/back-end infra, not the client side
Digital Workplace and TrueSight Operations MgmtWell, Tamara, Roland, how would it work out?
Client Management and TrueSight Cloud OperationsThis would be an interesting mix, I wonder what will come out of that
BMC Helix Remedyforce and TrueSight OrchestrationOhhh, that sounds like a very interesting mix
MainView and Track-It!Rarely used in the same shop, so mingling Members should have interesting results
Customer Support Community and Customer ProgramsAs far as I remember rules, Beta Program Members need to have a Support contract (right Loretta?), so that could work out fine
Jobs/Careers and Off TopicBecause we want workstyle to be fun, don't we?
Sentry Software and Italy User GroupBecause Bertrand would probably love to visit Roma, and Venice

 

Next Steps

If you agree with these grouping, please let us know by commenting.

If you have any concern with this grouping, or have other fun groupings to propose, please comment.

 

If we have more green lights than red lights, we'll proceed with the merges in exactly 1 week, by April Monday 8th.

 

Conclusion

No kidding, survey results are exciting indeed (a lot of positive feedback, and also things we need to work on to provide a better Experience for everybody)

We'll share them end of April, exact day TBC.

 

We've simplified a lot Communities in 2018, we'll only do minor tweaks in 2019.

 

In the meantime, enjoy today, and share some humour as comment

april-fool.jpg

visual credits

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In September, a whopping 600+ of you responded to the Communities survey. We also had 200+ public comments, thanks for your engagement!

 

Satisfaction is moving up on BMC Communities, globally and also when looking at details:

  • on all features: login, posting, interacting...
  • and most Programs: Discussions, Blogs, KB Articles, Events, etc.

 

Also, 41% of you declared using BMC Communities daily (and 43% weekly). The figures are backed up by our site stats, and illustrate how active our Communities are.

84%

of survey respondents use BMC Communities daily or weekly

 

OK, let's call it done for celebration.

 

Our goal is to address your concerns, so let's list key "improvement areas" you've given:

  • KB Articles: how to easily give feedback on Articles? How to make it easier for you to find them?
  • Discussions: ways to have more Helpful and Correct answers? And less questions without any answer?
  • Ideation: can we have more feedback on the ideas that are posted?
  • Profile: making it even easier to login, and personalize your Communities profile, with your identity

 

In the next paragraphs, I'll describe actions we're taking to address (or at least make progress) on each of them.

 

Should you be interested in a specific topic: just click on it below:

Knowledge Base

Commenting on Articles

KB Articles on BMC Communities are creating a lot of value.

It is now the Program with best CSAT (even higher than Blogs!), and traffic on these resources is still growing:

Screen Shot 2018-12-06 at 09.09.54.png

Each month, 50k+ Unique Visitors on KB Articles

 

Several of you have requested comments to be allowed on Knowledge Base Articles for a couple of Products that do not allow it yet.

Thanks Marek Ceizel, Lars Mahrendorf, Stefan Hall, Henrik Hauchwitz, Shameem JS, Mohammad Rehman, Fritz Erlangga, Robert Burton, Martin Froewis, Martijn Haverhoek, Ali Khoshkar,

 

Stepping back: comments are currently allowed for:

 

We are working with Support Management to soon allow comments for the Remedy stack (Remedy AR System, Remedy ITSM, CMDB, Digital Workplace)

We see this as an efficient Case deflection tactic (benefitting all Community Members and Support teams), and are looking forward to helping productive interactions on KB Articles.

Cameron McConnell and Brad Schmitt shared with me their latest plans a couple of hours ago, they are planning to allow comments for KB on the full Remedy stack around Xmas. Exciting, isn't it? More details on this soon.

 

 

Finding KB Articles

There are already several ways to help you search KB Articles, and we're testing new one's

Heads-up Angeline Law, Rick Ruitenberg, T. D., and Henrik Hauchwitz who gave us feedback on this topic

 

As you know, they are indexed on google.com, so you can search on the web with any complex query pattern.

Screen Shot 2018-12-06 at 09.16.49.png

Google drives traffic to this WMI Queries Fail.. Article

 

On each KB Article, you can see:

  1. related resources in the right rial (Incoming links and More like this),
  2. and a link (at the bottom) to go KB Articles for this product community

At the bottom of each Article, others are 1-click away

 

 

On each Knowledge tab (see here for Discovery for example), we're proposing ways to help you find relevant content:

  1. We feature some KB Articles, and also give you ways to browse them by Category (Admin, Install/upgrade, Tips & Tricks, Troubleshooting)
  2. New we're testing a search capability (for now, only for products that allow comments, see live list on KB FAQs), that will search resources in this very product community, see screenshot below please test it out and give us feedback about this feature

 

Screen Shot 2018-12-06 at 11.26.41.png

In-context, for given product, search KB Articles

 

 

Discussions

Many product communities are so active that some questions fall into the cracks.

  • some of them (on average 5% each month) do not get an answer at all,
  • many answers are not flagged as Helpful or Correct (that's a bummer, that would help everybody else to easily spot good knowledge).

Thanks Razeem Mohamed, Sarah Winthorpe, for elevating that concern

 

Email notification footer reminding everybody

 

We're taking 3 approaches:

  1. We'll give more points to people who show good behaviours: reply to a discussion, flag as Helpful or Correct, or receive a Helpful or Correct on their answers
  2. We're changing the Email template to remind people to not only "reply by email, with their Email client", but to go online, and engage on the comments that they received
  3. We're working with key TrueSight community Members so that a systematic approach is done for these products. Should you be interested, comment and this blog post, and Timo Schmidt & Roland Pocek will help

 

 

 

Ideation

While ideas are seen as a transparent approach to manage RFEs (far more than a back-box process ), there is concern in the Community regarding some ideas being ignored, by other Community Members and eventually by Product Management.

Thanks Juan Jose Algar Ortega, Mark Edwards, Patrik Stanz, Linda Kirkpatrick for your feedback.

 

We're taking 2 actions:

  1. We are working with various Product Mgmt teams to ensure alignment on the processes.
  2. Also, we want to make sure that you all walk the talk, and engage on ideas from others too: please do what you'd like others to do on your ideas (once a week, 10min max each time?)  look at the ideas tab for the product you care about, comment with what you feel about them (how could this very idea create even more value), and vote.

 

On all Product communities, you can focus on ideas, and engage

 

As you can guess, the 2nd tactic (really crowdsourcing curation of ideas) will help our Product Managers to best prioritize all the ideas (the highly valuable one's will bubble up).

To reward these actions, we're boosting up the points you get when commenting on an idea

 

Profile

We want to continue to ensure you have a productive personalized experience on BMC Communities, allowing you to connect with others and succeed.

As a consequence, we want you to:

  1. Very easily authenticate
  2. Personalize your profile (so that people connect with you, nobody wants to talk with an anonymous avatar

 

Advanced SSO

We're using shared credentials (unified login/password) with Support, Docs, Academy... for the past 2 years.

 

New Late Oct, we've finalized to roll out some new technology, called passive authentication. It makes sure that if you're logged in on a given site (like Support or Docs), your session follows when you then go on BMC Communities, so that you don't have to click Login again, you're already authenticated, ready to engage.

 

In 1 month, 3k of you benefitted from this seamless authentication

Have you noticed this change?

Your username

We adopted SSO 2 years ago, and you don't have to use your "username" to login on BMC Communities, but your Email address (authenticating you on all sites).

It's still very important on BMC Communities, that's in you profile URL (exactly like on Linkedin, or Twitter)

 

As any nickmane or pseudo, we see that you care about your Communities username (I do too, for myself ), and pick very specific one's. And not sure I know the stories for each. See for example:

Unfortunately, since a username is a core system property, there is currently no self-service way for you to personalize it (or even to request the Communities team to change it).

 

We're fixing that!

We're now providing you a way to have your username updated. Next time you update your profile, you'll see a way for you to request your username to be changed.

 

 

 

To celebrate these changes on Communities profiles, we're also updating the default avatar.

BeforeAfter

Screen Shot 2018-12-07 at 11.18.39.png

Looked quite strange, didn't it?

Screen Shot 2018-12-05 at 15.17.00.png

Looks much better, doesn't it?

That's only the default avatar, we make it generic enough so that you want to personalize it, and upload pixes (other Community Members will connect far more with you with a real picture, nobody wants to talk with an anonymous avatar)

 

 

We'll monitor in the next months how activities happen on these topics. And in March, with next Communities survey, we'll learn from you progress we've done.

Any feedback to give? Comment below

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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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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 )

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!

giphy.gif

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.

Battal_May.png

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.

Post_Rethemed_HP.png

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:

Screen Shot 2016-12-08 at 23.26.22.png

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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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

 

4.11_stars.png

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 Technical 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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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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Most of you have seen a survey popup this past month, asking focused question on your experience on BMC Communities.

  • If you've answered, thanks! (btw, if you've left your contact details on the last question, your account on BMC Communities will be credited with some reward )
  • If you haven't answered now, you can still do it in the next 4 hours or so (and enjoy the reward you deserve by helping us to improve BMC Communities)

 

We had about 300 responses for now

We received feedback from users of all Products in the BMC Portfolio, giving us a global perspective on your experience.

Most of the responses we received are very positive!

 

Key takeaways


Overall satisfaction

On a 0-10 scale to rate likelihood to recommend BMC Communities, you gave an average of 7.70.

Thanks a lot for this very good result.

The changes that will follow this survey plan to make you benefit even more from BMC Communities

 

survey_avg_recommend.png

Most of you would recommend BMC Communities to your peers

 

 

Opinion on Nav Experience

We had a couple of 1-5 rating question (1 is very bad, 5 is very good), here are some results: (the average)

  • How easy was it to find your Product community: 3.87
  • How would you rate navigation on BMC Communities?  3.64
  • Does the Communities Home Page help you accomplish what you need to on the site? 3.55

 

Since 3 is Fair, 4 and is Good, these figures are ... good (more Good than Fair )

But room for improvement! (especially for home page and menus/nav/taxonomy)

 

 

Familiarity with existing Programs

Betas_chart.png

Beta Programs haven't yet been seen by 45% of

respondents: room to please many other people!

 

 

 

What will soon happen on BMC Communities?

While all these results are good already, we want to address your navigation pains, and help you benefit from from content and experts.

 

In the coming weeks, we'll refresh the home page, and also update top navigation.

  • We'll make the experience more focused (aka "less noise", for example in the home page), simple and actionable.
  • We'll highlight key Product Communities, and key Programs that you will benefit from.

 

What's Next?

In the next weeks, we'll answer the specific comments you made (we already reviewed them and addressed urgent one's, but now plan to answer them all)

Also, based on various feedback you gave (including specific comments), we plan to launch new Programs (in the next months) that will help your Business.

 

UPDATE: Survey is fully closed by now

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Learning from the Independence Day week-end, let's assess how we can bring even more freedom on BMC Communities.

 

Very high Freedom already

BMC Communities is fully designed for free posts and interactions (a system of engagement, not a system of control --  just a couple of no-brainer guidelines):

  • Giving a voice to people, fostering collaboration and crowdsourcing between Customers, Partners and BMCers.
  • Moderators include Customers and Partners, illustration that no censorship happens (the Community is "for us all, by us all")

So how can we improve freedom?

 

Room for Improvement anyway

When we upgraded BMC Communities in March, we made much progress on the underlying platform (more social, more mobile), but did not touch yet all the rewards/points/badges. Gaps include the following:

  • To provide a great experience on all the Communities and Groups you're using, we actually had to hide the leaderboards in March. Points were calculated behind the scene (and rolled up to profile), but were not displayed in a given community or group.


As a consequence, BMCers (at least the BMC Communities team) were required to ID top users, making BMCers bottleneck (definitely not what we want on a community), thus slowing down how all people connect with each other in a meaningful fashion.

In the coming days, leaderboards will be back, fully public!

 

Announcing Reward Refresh

The update is actually way bigger than the leaderboards. The whole point/badges system will be refreshed.

 

What stays "as is"What is improved
  1. Points for your account
  2. Badges that you have (except a couple that did not provide value, and will silently vanish)
  1. Leaderboard on each community/group: easy way to quickly know who are the best contributors for a given topic
  2. A way to display points that are made in each place (community or group): easy way to know specific skills for a given user
  3. Levels are back. You'll quickly see how you (and others) level up.

 

Leaderboard Details

Many improvements in the leaderboards for sure!

  • First, they will appear again on all communities/groups
  • They will display Monthly datapoints (and not all time points)
    • great to ID trendy users,
    • it will avoid scaring new users (when somebody joins a community, and sees many people with tens of thousands of points, it's a bit frightening)
  • You'll have full access to user's profile when mousing over one of the leaders

Leaderboard_jason.png

Jason Miller recently beta testing leaderboards

 

BTW, let's take this opportunity to thank top beta testers of these new capabilities:

 

Missions

On your profile, you'll have easy access to your points, and also badges you received (when completing a Mission)

Missions_ProgressBar.png

Clear Descriptions of Missions (points, steps)

 

You will also have access to Missions you have not completed yet, showing ways you can benefit more from BMC Communities.


Note: life is full of surprises, so various rewards are not publicly documented, on purpose. They will just happen because you did something great for the Community.

What to expect? When?

Several changes will happen in the next days:

  • On Tuesday 7th, 6pm Pacific, we'll have a maintenance (a couple of hours, while most of us around the world are not using Communities) to prepare various activities. At this time, points and badges will disappear.
  • On Friday 10th, around 6pm Pacific, points & badges will appear again.

 

On Monday morning, when you come back on BMC Communities, you'll enjoy points, badges and also leaderboards.

 

Quiz for Monday 13th: (betas testers do not play)

Now that you've tested it live,

  1. Easy: Can you define "Solution Curator"?
  2. Medium: What is "Me in 3", and how to configure it?
  3. Medium: What level did Carl Wilson just reached?
  4. Hard: How many points does Carey Walker need to make to climb 1 rank on the global leaderboard? Who is he currently running after?

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