#TFT14 Matt Laurenceau: Community Management

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Information about #TFT14 Matt Laurenceau: Community Management
Business & Mgmt

Published on February 24, 2014

Author: ServiceDeskInstitute

Source: slideshare.net

Description

After a decade of working in service management, Matt now is a community ambassador. There are tremendous synergies between the disciplines: Boosting engagement and Adoption are core to both. Also Customer Success and Business Relevancy.

With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

Matt Laurenceau Community management. The good, the Bad, and the Ugly

We see huge adoption and engagement on various communities (Linkedin, Twitter, Facebook, etc.) • Many ITSM tools do not enjoy great adoption (users go offprocess, or off-tool) • Many ITSM Projects do not benefit from engagement by users What can IT Service Management learn from Community Management?

Service Management is very close to Community Management These hot keywords apply to both:

Community Management Wikipedia Definition "management of a common resource or issue by a community through the collective action of volunteers and stakeholders"

We’re all Community Managers! We interact, learn, share collaborate on various social networks

• Many Companies created a Community for Members to learn from each other – – – – – – – – – – Apple BMC Software Cisco CA EMC HP NetApp IBM SAP And more!

(screenshot) Examples are shared online For the full navigation Experience, go on http://bit.ly/TFT14_Matt

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