First Super Users meeting outcomes

Question

Here are some notes from the meeting with the actions that have come out of the discussions. Online events for forum users We are having this meeting largely because of what Fabian wrote in his internal blog: ¿ Create our own online Forum Events - everyone on the forums participates virtually, we should start organizing virtual events to strengthen the community, and while everyone is there, recognizing its leaders. Imagine an online livemeeting/conference call with 200+ participants where a super-user leads a 10 minute presentation detailing the top 5 tips when asking a question. The level of ownership and vestment produced by an event like this is unmatched by even the current point system.¿ So Fabian kicked of the meeting with more about how he wanted to make sure that the leaders of our online community get recognized and that our associations through the forums could be more than virtual by creating some real time events that bring everyone together as a real community. Action 1: Have discussions to follow EMC Webex sessions. We already have Webex events hosted by EMC, we¿ll look into creating follow on discussion events that can involve the members of the forum community and provide an opportunity to ask questions and have further discussions with product managers and developers from EMC. Action 2:Have an online/conference call like this one for a specific product ¿ first one to be WebServices/DFS with product manager and forum super users, a short presentation followed by roundtable discussion. Fabian and Julie to organise. Questions marked as answered ¿Customers don¿t care about whether a question is answered or not but they do like to know which messages in a thread were helpful¿ We covered how disruptive it is to the natural flow of a forum to have a moderator suddenly add housekeeping messages to many threads, so that although it was acceptable to occasionally post a message asking is this problem resolved and please award points and mark as answered, it should be limited to within 7 days of the last message posted and not done as a group. Action 3. Out of this we developed a procedure to be communicated to all moderators: An announcement in every forum about marking messages as correct and helpful, and explaining this: All members of the community can post a message within 7 days concerning feedback from the questioner about has this question been resolved. Moderators can use email to carry out any catch up housekeeping of this kind for older threads. Contacting moderators Action 4 An effort will be made to ensure that every forum has an announcement about who the moderators are and how to contact them. Julie will find out if there is any way to have a button visible in every forum ¿Contact the Moderator¿ Regular meetings like this Action 6 We¿ll have another meeting in about three months. Same time. How we relate to the emerging community.emc.com Allen described that his experience in the ControlCenter Community has been positive, that it¿s a different sort of purpose from the support forums. Fabian said that this is not the case with our Content Management and the Documentum Developers site ¿ the content is the same and its not good to have separate places and it will be good if we could blend the two communities into one. Thanks Julie Forums Admin

DavidHampson · Answer

It would be useful if people other than the person asking the question could mark a comment as useful - there have been occasions when I've found an old forum note that had answered my question.
Again it would be useful if other users could dispute whether something is correct - I have seen instances, usually with new slightly confused users, where the first reply is marked correct or the reply they want to hear is marked correct; it doesn't happen often but it means there is suspect information endorsed as accurate in the system...

julieg1 · Answer

Hi DavidThanks for your useful feedback, it adds to some comments I had (I think from Hrvoje) that it might even be better to remove the ability to mark messages as Correct or Helpful completely in favour of a voting system from all users of some sort.I'm putting this high on our list of desirable changes for the hypothetical time when we might upgrade or change platforms, with all the improvements coming at EMC with the project for a new online support experience (Next Generation Online Experience) project this may be sooner than I think.Julie

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