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BMC Social

109 Posts authored by: Matt Laurenceau
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Late January, we proposed a public survey to gather your feedback about your Experience on BMC Communities.

Many of you responded, thanks!


It was up for 1 week.

We're excited to share results today, and early actions in place to better adapt BMC Communities to your needs!

SurveyResults_RC1.pngInfographic: 90% happy with Experience on BMC Communities


Survey Details

Users who responded on the Survey

We were very happily surprised with how quickly many of you jumped on the survey. In 1 week, we already had 800+ responses.


From a geo point of view, Americas win with 50%, then EMEA, and then APAC.

I can see here a good contest in the next survey, I know many users who would want their countries/region to grow .


Goals when using BMC Communities

"Learning with/from others" is definitely the main goal when using BMC Communities. To be more specific, it includes both proactive and reactive actions, here are Top 3 responses:

  1. Leveraging Experience from others
  2. Learning Best Practices
  3. Finding Answers on specific questions

Item 1 and 2 are definitely proactive (learning things), while item 3 is about getting help on a specific topic


Satisfaction with your Experience

Let's celebrate! 90% of the users on the survey said they "accomplished the reason/purpose".

Thanks to interactions/content coming from many companies/teams/users, the whole Community win!


Improving even further

When we looked at key gaps IDed by the 10% who were not satisfied, and also to your ideas for the future, the Top 3 requests we received are:

  1. More Content (even more actionable resources to make you succeed)
  2. More People/Experts (more people to learn from, more Subject Matter Experts sharing their experience)
  3. Easier Navigation


Changes on BMC Communities

There are many actions taken by various teams to deliver on your needs.


More content+people+experts are greatly related, and various Programs are shaping up to address these. We'll share more as things evolve (mid-term, aka in the next months).


In the very short-term (aka next weeks), we want to address low-hanging fruits, and easier navigation is key:

  • We want to simplify access to each community.
    • We'll archive (aka "move and make read-only") communities without enough traffic, so that you all can get more actionable interactions in thriving communities
    • We'll move/merge communities as needed so that you don't have to navigate many sub-communities and follow each of them (key Subject Matter Experts will be part of this project)
  • We are working on improving findability, with ways to bubble-up top content when you search

To enable more people/experts to interact, we'll also improve mobile apps


Thank you for such feedback, your individual successes help collaborative successes!

If we don't F2F in the meantime, a lot more details will be shared during BMC Engage

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We ended 2014 with wishes from BMC Bear.


Bear is fully ready for Engage 2015. Mmmhh, any idea where this shirt comes from?


Earlier this month, users from APAC, EMEA, and Americas met online and shared their experiences with BMC Communities, began to brainstorm about futures. We talked about Products, and interaction with others on various communities.



Users from 5 continents interacting (in 3 sessions to manage timezones)


Let's make things bigger!

We want to go further and collect more experiences and thoughts from you all. It will help us to improve BMC Communities (User Interface, Content, Programs...) to better serve your needs in 2015 and later.


An announcement was posted yesterday about a survey.

In case you've missed it, let's make sure you all take 5 minutes to take this survey.


In September, we'll face to face in Vegas for Engage Event (see agenda, pre-registration, and call for paper)

And we'll sure see selfies with users from 5 continents again!

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We had conversations with experienced users, covering Florida-to-California timezones.


You'll be familiar with many of the guests we had. In the order of appearance,


Sharing tips, and proposing future capabilities


Topics we covered included: access to the right community (from web, mobile), interactions tips, Local User Groups, Beta Programs and more!


Interaction Use Cases

Users often think about a community as a "forum", to share issues in discussions, and hope to get answers.

As Brad McClave stressed, a community goes way further, with best practices shared by SMEs, and ideas posted/voted by community members to improve the Product (not even mentioning blogs that are shared periodically to send heads-up about a news, or propose a valuable topic to interact on.

Cris Coffey (Product Manager of Track-It!) went all the way to displaying Communities content directly in the UI of Track-It!, giving easy ways for users of the product to benefit and engage.

Quoting LJ, "For communities, I'm actually really satisfied with it, interaction is good"


Local User Groups

Brad lives in the New York area, and would be more than willing to participate to meetups in his geo (he enjoyed a meetup in Boston some time ago)

Doug is ready to meet many others in his geo!

LJ would be excited to join meetups in the Denver area ("huge Remedy Market" according to him)

Jason would love to have meetups in the San Diego area.


Advisory Boards and Beta Programs

Brad enjoys his interaction in the Beta Program (learning/interacting on features that will soon appear), and also the Advisory Board (interactions about strategic/tactical forward looking views)

LJ and Jason have been hanging out with May Bakken a lot, and sure are involved in such convos.

All these programs happen in BMC Customer Programs, go check out this community (and engage there) if you've never enjoyed Beta Programs or Advisory Boards.



Communities simplification

We've talked about taxonomy (sub-communities) simplification, making engagement and notifications far easier for everybody.

Simplifications happened recently in the Discovery (ADDM) community (see here).

Peter Adams is already designing a simplified BMC Remedy community, allowing users to learn far more from/with each others. Details will be communicated as things progress.


Mobile Apps

Whether we are using regular phones, tablets or "phablets", we all interact a lot from these mobile devices.

We provide apps for them. (see details here)

  • The iOS app is pretty complete
  • The Android app is a bit more limited, but admins will apply some magic so that the Experience on Android is as compelling as on iOS in March or so.
  • For other mobile OSes/mobile, you can use mobile-friendly view.

Ohh, Jason enjoyed the way he can see "all the latest posts on mobile app". The demo of "searching BMC Atrium CMDB from the mobile app" pleased him very well, it does exactly what he was looking for.


Jason is very happy with the way Moderation happens, without censorship.

He is actually part of the world-wide Moderators, with other engaged Customers, Partners and BMCers.


Single Sign On

Jason and LJ enjoy "Remember Me" feature on BMC Communities, it enables them to engage quickly (like they do on Google, Linkedin and other platforms).

The current experience on Support and Docs sites seems to be logs them out more often.

Friends like Alan Shaw (BMC) and Miles Escow are helping us improving the SSO experience. We'll sure share news as things progress.



Should you want to see live interactions, here is the 90min recording! You'll hear all the details, including great actions taken by Thom Bailey, Warren Cook.


And to hear feedback from friends in EMEA and APAC, go right here.

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Earlier today, a couple of us met online.

hangout_Calvin2.pngJoining from Kenya, UK, France and India (and more)


It a pleasure to spend time together, with transparent/authentic conversations (Ask Me Anything style), talking about current stories, and thinking about futures.


Participants included:


Conversation included a lot of social talks, and also pragmatic feedback about interactions with other users



  • "Once thing that I like is response, I really get an overwhelming response. Most issues have been sorted, it's a 90%"
  • "I have not yet used Beta Programs, I plan to in the future"
  • "Since I have Remedy ITSM, ADDM and BBPM (aka BMC TrueSight), I will definitely look at BMC Service Resolution Smartflow"
  • "Yes, Yes, Yes, Yes, Yes" <= answer to the "Do you use mobile apps to interact with Communities users?" question. Great to hear such enthusiastic answer, showing value that these apps provide to him
  • Could I use Google Authentication on BMC Communities? <= answer was that we cannot change authentication. Since Calvin currently uses login/password, using Google (or Facebook) would actually create another account, so he would have 2 identities on Communities (and all the posts, points and badges he got in the past would be tied to the first account). See more right here.
  • "The sub-saharan region is not yet very active, no Local User Group meetup yet." (and Anirban shared tips to make that happen, see below)

Calvin also mentioned great users like Wallace Roets



  • "Implementation project are great, because you get to see people implementing, and using the product"
  • "There are things you get from that that you cannot get from a Local User Group"
  • "It'd be great to have single sign on between Communities, Support, Docs and other sites" (you can vote up this idea)

Gordon mentioned great users, like Anthony Bryce



  • Local User Groups can actually happen, see what Kunal Sonawala did in Pune last week: this blog post eventually fostered a meetup (in Vyom Labs offices) for 40+ users, from Tata, Cognizant, Wipro, Atos and more! Such meetup

Anirban mentioned many great people from India User Group


The full 60 minutes session includes many other tips (Inbox, @mentioning, Communities mobile app, etc.), here is the full vid:


Tomorrow, the APAC and Americas session will happen.

Should you be willing to join (as Guest, or following "live" the streamed video), engage on this document, or on the APAC or Americans Hangouts directly.

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Wishing you all very happy holidays!

Thank you for an awesome year.


The happy Engage 2014 attendees are familiar with the BMC Bear.

See video we received from one (great) Community member:


Community-contributed Bear wishes


Now a Holiday quiz:

  1. What's the background music?
  2. What gifts do you think the Bear deserves?
  3. Who's speaking? (hint: listen to the accent ... definitely not French)
  4. BONUS: If you have a BMC Bear at home, what's his/her name?
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I've just spend an awesome week during BMC Engage 2014 in Orlando, FL.


The main reasons are definitely people I enjoyed to interact with.


Can you tell who is enjoying food and good conversation at Social Hub? (add comment with proposals)


We've talked about many things, including work

The vast majority or people I interacted with already had an account on BMC Communities, and most were enjoying it a lot.


The most important feedback I've received was the need for a mobile App.

BREAKING NEWS: we have an app, that allows:

  • viewing posts
  • interacting with your inbox
  • replying on discussions
  • making comments on blogs and documents
  • posting discussions


Where to get it?

To find it, use App Store (or Google Play if you're on Android), and search "Jive".

Jive_app_new.pngMost of you will be able to use the full-featured "Jive Mobile" app.

This app allows all the above features, plus additional one's:

Using rich text (bullets, bold, paragraphs, pictures...) while engaging on a discussion

Creating a blog post (yes, rich text again)

Editing a document.

This app also curates for you important places (communities/groups), people and Streams.

Ohh, and this app looks terrific on a tablet.



Depending on the exact mobile OS version number you use, the "Jive Mobile" app may not be compatible.

Jive_app_old.pngNo worry, you'll be able to use "Jive Mobile Classic" app.


App is actually called "SBS Mobile Classic" on Android Play Store.

That's what i currently run on my Android phone, and it works great! (and I use full-featured "Jive Mobile" app on my iPad2)



How to use it?

Once you've downloaded the app and launched it,

  1. tell it to go on,
  2. use your username (look at the URL of your profile, it's for me, so I'm matt)
  3. type your password, connect and enjoy !!!  I mean, "engage"


Add comments here if you have questions to best enjoy these apps.

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Since we've launched the new design, and the new logo, we've seen many comments.

Thanks for sharing your thougths!


Let's take time to explain concepts behind the new visual identity for the company.

At the heart of it is Helix, the company’s new brand mark. Helix together with the lowercase letters “bmc” forms the new logo.


“Helix is a combination of several concepts and, together, they represent the new face of BMC,” said Naomi Miller, AVP of Corporate Marketing.


The overall shape recalls the double-helix pattern of DNA. “No matter what business they’re in, companies can only succeed today by being digital enterprises,” said Saar Shwartz AVP of Marketing. “BMC is the DNA of the digital transformation, and Helix represents that message.”


Helix also includes a double arrowhead. “Our old logo also included two arrows, but one of them was pointing backward,” noted Paul Appleby, SVP of Worldwide Sales and Marketing. “We are a company that is about the future and we are moving ahead rapidly. The new design conveys that forward momentum.”


Lastly, Helix is similar to a stylized ‘B,’ the first letter in BMC Software’s name.



“You may notice that the word ‘Software’ is no longer a part of the logo,” added Miller. “The new logo gives us a more contemporary look, but the official company name is still BMC Software, Inc.”


We'll interact more with you during BMC Engage, focusing on what these transformations from BMC mean to you, from a Product strategy and execution standpoint.

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Many of you, like Paul Nicolaides, have noticed the changes today.



3 steps to learn more about this evolution, and how you'll benefit from it:

  1. You can learn more right now on our Corporate site. (the video is a great summary)
  2. On this very blog post, make comments, ask questions.
  3. And we'll sure go more in-depth when meeting you in person during BMC Engage Event next week!
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More news will happen on October 7th, and for sure during BMC Engage!

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In the past years and months, a lot of things have been done to improve your experience with documentation on the Products you're using:

  • Team went from static PDF to very flexible (and searchable) wiki format, far easier to update too
  • Docs pages have been made public so that you do not need to be logged in to view them (of course, you need to be logged it to rate, comment or any advanced capability of the site
  • And more!


Product Documentations: now one click away


Now Kimberly Grim, Angela Whitney and team (thanks especially to Roger Hirsch for his engagement) are willing to go to the next level.

We need feedback for more users (Customers, Partners, BMC Employees) to make progress.


Can you please take 1 minute or so and fill this survey?

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To prepare for Summer, we want to makes things easier, faster and more collaborative on BMC Communities.

We'll address web interface and apps on mobile devices too.


BMC Communities is getting ready for Summer fun


Items that will be improved include:

  • 1-click away capability to sent heads-up to somebody on a specific content (if you don't want to @mention in public)
  • Improved Experience on mobile, that will embed the previous heads-up capability, and more!
    • iOS app, both iPad and iPhone
    • Preparing the soon-to-come Android app
  • More seamless File Management: not only leveraging files attached to discussions, but also creating files

And many minor fixes!


Full details will be shared just after the maintenance.


We'll have an outage while the sun is over the Pacific Ocean:

  • It will begin on Thursday 6pm PDT (aka Friday 11am in Sydney, 6:30am in Mumbai, 3am in Paris)
  • The maintenance will last between 6 and 9 hours, depending on how much software sun screen lotion we'll use


We'll keep you updated on our Twitter handle.

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Many of you provided very positive feedback on the Social culture that BMC is demonstrating.

  • For example many great interactions on how social the New IT is
  • And of course, great engagement from you on BMC Communities


On the social (and disruptive) front, we're far from done!

We have many ideas that we'd like to get your feedback on.

Yes, interacting on tentative roadmap items in a social fashion!



Creative ideas at your fingertips


BMC Communities: platform

Because we strongly believe in "fun" (and happen to work closely with Microsoft), we're evaluating to make BMC Communities run on Kodu platform.

Idea owner is Sydney Dent. I've been told that he already has a prototype running (Tesla not supported though).

BMC Communities: platform

Jenn may soon appear on BMC Communities. Based on analysis of the conversation the appropriate content will be created (blog, discussion. document, idea, etc.).

Jason Miller is the proud owner for this Virtual Agent-powered idea.

BMC Communities: User Event

Based on successes of previous User Events (including last week in Bangalore), and growing momentum around BMC Engage 2014 that will happen in Florida, we're thinking about using even more exotic locations for the next events:

  • in 2015, on International Space Station (ISS): seating is limited, but view is spectacular!
  • in 2016, on the moon (discussions have begun with SpaceX)
  • on Mars for 2019, but it's a lifetime commitment

The proposals come from Michele Marques and  Sean (BladeLogic Fan) Berry.

ProductsLaurent Matheo was not heads-down on a Beta Program, so began investigating a Google Glass interface for AR System mid-tier.

Engineers have begun investigating with Facebook what it would take to port BMC MyIT to Oculus Rift.

This idea comes from Dominic Wellington


We're already big in IoT (Internet of Things, see heads-up from Bill), and want to go further.

Amy Pitcher and Anne Brock are pioneering product extensions that would leverage fitbits:

  • ADDM would discover where you are, and propose the healthiest meals for you
  • Operations Management would monitor your vitals, and send an alert to your doctor when needed


On all these proposals, we're still at very early stages.

As you can guess, we'll not be able to implement them all:

  • please help us prioritize by adding your comments
  • should you have other very valuable ideas, please post them as comments


PS: one idea was rejected (but shared here for full transparency), wiring Bill Robinson to BMC Communities (because we could not find wires with high-enough bandwidth)

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Earlier this week, I virtually sat down with 3 very active Community Members, and we chatted about best ways to be notified on BMC Communities.


The 3 power users who joined the Hangout on Air were: Jason Miller, LJ LongWing, and Laurent Matheo


Inbox FTW

As a summary, all agreed that using the Inbox was the best way not to miss engagement.

Indeed, the Inbox is where users are notified when others interact with them, or with content they contributed to.


Here, "8" is the number of items waiting for you


Once you begin to engage on BMC Communities, having a clean Inbox means that's you're checking out when people are talking about you, or content you interacted on. Basically, you're a good Social citizen.

But because the convo happened with hard core users, discussion moved way forward, and we geeked out on other topics that are very important for them, and probably is useful for many of you:

  • interaction from mobile (phone, tablet)
  • picking the brain of gurus like Doug Mueller
  • finding out other stuff to interact on


Highly Productive from Mobile

Mobile Apps (or mobile-browser-friendly view) are great ways to know what happens, and be able to interact from your phone or tablet.

They give access to your Inbox, enable you to reply, comment, like and even post discussions or status updates.


User experience is of course less rich than full-Web view, but works for many Use Cases.

In the video below, our power users also explain how consumption and/or production can begin on mobile, and continue on Web view.

To know more details about mobile access, check out right here.


Picking Brains of SMEs

A great way to learn from gurus is to follow them.

A couple of strategies here:

  1. Following these users in your Inbox
  2. Following them in a Stream with "Email notif" on (like "Email Watches" below)


Inbox, or Stream?


In last 2 paragraphs, we saw benefits of the Inbox, for quick and productive interactions

Emails have limitations (do not give 1-click access to Comments, or Like, so force you to go back and forth from Email client to Web UI), but can be useful too.


See some followfriday heads-up that were made recently.

You can sure send props to others by posting your own followfriday


Finding other engagement opportunities

One could argue that Inbox is a reactive strategy.

The 3 community members I talked with also have a very proactive approach.

Even without notification, by looking at flow of activities from others, they find opportunities to engage and help our broader.


In order to achieve this, they use Streams they set up (grouping some communities or users), or use Recent Activity widgets.


30min video, geeking out from California, Colorado and France


In the Hangout, we leveraged a prezi-powered presentation, to drill down on the various topics.


The full Prezi is right here.

Don't have a Prezi account yet? Create one and enjoy!


Do you have other tips to share? Questions about these tips? Add comments here!

Community users will reply, and we may set up another Google Hangout on Air if it makes sense.

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Since October 2013, you've probably seen badges, missions and points being updated on BMC Communities.

Check out Missions Overview to have an intro on what was deployed.


In this first wave of the launch, we've learnt many things thanks to your feedback, and the way you engaged.

Before Christmas, new behaviors were added so that Subject Matter Experts are rewarded.


Last 2 weeks of January, launch will be improved in 2 ways:

  1. Introducing rewards for new actions
  2. Re-balancing Points



Launch soon, rewarding good user behaviors (visual credits)



Actions rewarded in January 2014

This launch will again address all users, focusing on synergies between casual users and SMEs

  • Profile completeness: to allow productive conversations, users need to be familiar with each other. Most users now value their first name, last name, Job Title. We want to go one step further and focus on other fields that help individuals to best connect: Biography and URL (btw, don't forget to check privacy on all your profile attributes: usually most of them public, except email that you keep for yourself)
    • Bio: great way to introduce you to the others, in an informal manner. In this free text, you can share fun facts, or anything you want (like your Skype ID)
    • URL: what about making it easy for others to find you on Linkedin or to go on your Blog? By using the URL field, you'll make it 1-click away for users to engage more with you
  • Rewarding Users who engage: Browse BMC Communities (see Overview), interact on posts from others, follow communities and groups, flag answers you receive as Correct or Helpful, etc. By engaging more, you'll provide more value to others in the community, and you'll be rewarded for this
  • SMEs take two: we'll reward SMEs in a couple of new ways:
    • First, we'll reward users who play ball and flag good answers they receive as Correct or Helpful. This quick action, a simple "online thank you", is actually key to curate good answers. And it gives fully deserved points to SMEs, closing the loop.
    • Then, we'll thank SMEs directly for actions they make everyday to help a healthy community, like re-routing posts on the right community: by moving discussions posted on wrong communities, they help the right eye-balls to see the posts, and these discussion get a far better response rate (and more chances to get helpful/correct answers, closing the loop with SMEs)



Re-balancing Points

When we launched in October, usage of the platform was bigger than expected. It's sure a good problem to have, but it created issues, with points of many users to skyrocket at the beginning. Things have slowed down since (thanks to quick actions helped by Chetan Mahendru) and are now stabilized. But points need to be revisited to be fair with all community members.


What will happen: all the points that users received because "a discussions they created was viewed" will disappear from the system.

Thanks to this update, we'll have a healthier baseline for the points, with SMEs going at the top of community leaderboards.


And the Future?

With this launch, we'll be done with the foundations of the behaviors we want to reward, platform-wide.

In the future, we'll use these capabilities for specific programs that teams within the ecosystem are launching, verticalized for their business needs.

As teasers, in 2014, you'll probably see:


Happy interactions on BMC Communities!


To start this launch, BMC Communities will have a maintenance window starting around 6:30pm PST on Friday 17th, for a couple of hours. As usual, we'll keep you informed using @BMCCommunities

Matt Laurenceau

Happy 2014 to You all!

Posted by Matt Laurenceau Dec 31, 2013
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2013 has been a big year, with lots of things happening, for example:


Crowd at the WW meetup in San Jose, CA (speaker here is Doug Blair )


Thank you all for your engagement in 2013!


2014 will be busy and exciting:

  • We'll perform several clean-ups,
  • Many Product & Service launches,
  • In October, the very exciting user event in Orlando
  • And many more!


In the meantime, I wish you all a wonderful 2014!

Happy New Year!

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