build a community, not a crowd
Post on 16-Apr-2017
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BUILD A COMMUNITY, NOT A CROWDBringing customers and employees together in a digital space
Laurel Nicholes, Director of Technical Content, EMCJill Orofino, Director of Technical Content, EMC
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Laurel Nicholes@LaurelNicholes
Jill Orofino@jillorofino
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Build a home for content & conversation between customers & employees.
Use social media--strategically.
Listen, measure, modify.
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FOODDRIVE?
ORPOTLUCK?
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COLLABORATION
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HAMLET: A COMMUNITY PLATFORM
1600-1601: Actors & others share lines with scriveners.
1603: Bad Quarto is born from “stol'n and surreptitious copies.”
1623: Folio is born.
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COMMUNITY IS THE BACKBONE FOR CUSTOMER & EMPLOYEE INTERACTION
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SOCIAL DRIVES MULTIPLE VOICES TO THE COMMUNITY
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CUSTOMER CONTRIBUTION WORKFLOWWRITER-CUSTOMERCOLLABORATION WORKFLOW
INFO HUB
Writers build Info
Hubs
Customers add
content via ideas &
comments
Writers post on Info Hub
Standards board
evaluates
Customers and
Writers collaborate
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I closed my mouth and we spoke in a hundred silent ways.
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ON THE RIGHT TRACK:EMC Isilon Uptime InfoHub
InfoHub – 8,901 views
Issue 1 (PDF) – 111 views
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How do we turn feedback…
…into conversation?
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