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Using Communities

9 Posts authored by: Shadab Ashraf Employee
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BMC Communities this past weekend...

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

 

The good news

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

 

Details with current status

 

S.no.IssueStatus
1

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

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

 

Further Action

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

 

Tip

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

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

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

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

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Hello BMC Communities!

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

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

 

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

 

1. To recognize your current pain points

2. To improve your overall BMC Communities experience

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

 

Exciting new updates

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

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

 

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

Click here to take the survey now

Thank you for devoting your time and providing candid input.

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

 

Summary

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

 

Here are some of the things we learnt:

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

 

Your favourite Communities

 

 

Recent updates on BMC Communities

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

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

 

Features

 

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

1. Using BMC Communities on a mobile browser

 

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

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

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

 

Programs

 

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

Nil

 

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

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

 

Actions on our side to improve your experience:

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

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

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

Testimonials

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

 

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

"BMC Communities gives a solution for every requirement."

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

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

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

 

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

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

 

Till then...

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

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

 

Specific Case

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

 

Vina Spam.png

 

To mitigate spammer related risk, we immediately:

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

 

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

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

Looking Further

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

 

Follow-Back Messaging

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

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

Other Measures Include

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

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

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

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

Still have questions? Post them in the comments section below

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

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

 

Updates since last Survey:

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

 

Rate us:

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

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

 

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

 

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

This survey will be active for a limited time.

 

Please provide your responses now. Thank you for your participation

Let your voice be heard.

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

 

 

Your Initial Feedback - Favorite Communities

 

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

 

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

 

But most of you were also highly interested in:

 

Programs & Features Accessed

 

Programs Details

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

 

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

Insights on Programs improvements:

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

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

 

Features Details

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

 

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

1. Using BMC Communities on a mobile browser

 

Insights on Features improvements:

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

 

Testimonials

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

 

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

 

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

 

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

 

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

 

Achieved/Planned Improvements in 2017

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

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

 

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

 

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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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shutterstock_296968169.jpg

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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Hello BMC Communities family!

 

It is that time of the year when it starts to feel a lot like Christmas and we cannot wait to take a strong leap together into 2016.

 

Your contributions, engagements and discussions keep this piece of real estate lively and we would like to thank you all for your passion in this continued success.

 

It is in this spirit we say…

Comm Finall.jpg

Thank you for this warm association with us. We wish the coming year brings joy to you and to your loved ones. Happy Holidays!

 

Now to the fun part…

 

Here’s a video highlighting a few of our communities members.

 

 

We call this game, ‘spotted’. If you find your friends in the video, just tag them in the comments sections.

 

Do you think you can spot them all?

 

See you in 2016!

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