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TFT14: Community Management, the Good, Bad and Ugly

What can IT Service Management and Community Management learn from each other?
by

Matt Laurenceau

on 13 December 2016

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Transcript of TFT14: Community Management, the Good, Bad and Ugly


Self Service, Concierge
Beta Programs
CMDB, KM/KCS, CSI
Content
Release Management
Spams
Trolls
Community Management
We all do
Community Management!
Good
Bad
Ugly
Matt Laurenceau
Definitions
People
Crowdsourcing
Peer support
wikipedia
"management of a common resource or issue by a community through the collective action of volunteers and stakeholders"
Self-Service
Curation
Mobile
Chasm
Big Data
UX
CustServ
Gamification
Events
Local User Groups
DevOps
People
Engagement
The Good, the Bad, and the Ugly
Feb 18th, 2014
Noon GMT
Collaborative
Authoring
Engagement
UX focused on Engagement
Sr Community Ambassador, BMC Communities
Bad
Good
Ugly
"Social Business"
Community
Management

Can
IT Service Management
processes
learn from
Community Management
?
IT Service Management? Community Mgmt?
F2F For The Win
IDing/nurturing
raving fans
to win-win
"As marketing gets more and more expensive, it turns out that caring for people is a useful shortcut to trust, which leads to all the other things that a growing organization seeks." by
Seth Godin
http://bit.ly/LoveOurCustomers

Engaging
People
Platform
Programs
Pains
Inter-team collab
Quick feedback
Transparency
Early Enablement
Cloud
"Inspired collaboration, for valuable, interactive participation" by Rajat Paharia
Forums
Strategy
(Solving)
Empower
Outside-in
s
Full transcript