“Meet Our SMEs” is a new blog series designed to acquaint you with some of our behind-the-scenes Cisco SMEs (subject matter experts) who have gone above and beyond to integrate social media into their day job. In addition to introducing you to their background and areas of expertise, we have highlighted some of their social media achievements and best practices. We hope you find these SMEs’ stories interesting and possibly even applicable to enhancing your own social media practice.
A Project Manager noted as a social champion for her remarkable participation on Cisco DocWiki, Janel is an expert within the realm of collaboration and social media for the Knowledge Management & Delivery team. In particular, she aims her focus on empowering customers by delivering relevant content on a timely basis while maintaining meaningful two-way conversations with them on numerous social channels.
Janel’s Leadership on Cisco DocWiki and Other Social Media
Cisco DocWiki is an externally available wiki based on the MediaWiki platform (same one as Wikipedia) that has been an effective tool for communication of customer-facing technical information. The beauty of this community is that any registered members—Cisco SMEs, field service personnel, customers and partners alike—can add or update content to it.
As Program Manager for this wiki site, Janel not only engages with users on a daily basis, but she also assists other contributors who work directly with inquirers on various technical subject matters. As a result, customer satisfaction issues have been more easily resolved and overall productivity has increased. And she is always looking for ways to improve. Currently, Janel is working with a few Cisco teams to integrate DocWiki more seamlessly with other company assets.
Besides her work with DocWiki, Janel also leverages diverse social channels to increase customer interactions. By managing the Facebook and Twitter feeds for DocWiki as well as the Facebook page for Cisco IOS Documentation, she’s able to receive feedback from customers and constantly keep them up to date on fresh content and functionality. As a co-administrator for the Technical Documentation Ideas forum on the Cisco Support Community, she ensures that there are prompt responses to customer postings.
As Seen by the Numbers: Janel’s Hard Work on Cisco DocWiki Pays Off
Janel’s efforts have contributed to the tremendous growth of DocWiki in terms of content amount and platform usage. To give you a better idea, the site has had a 74% growth in content, 50% increase in registered users, and 53% rise in visitors and number of visits over the past year. In addition, both Cisco employees and customers have voiced their appreciation and positive feedback for her work.
Social Media Tips from Janel
“In order to stay organized and structured, I heavily rely on Mindjet MindManager. In addition, I designate time each week towards social media activities. I think it’s also important to engage with other SMEs and to remain open to learning from them.”
Learn more about Janel and her social media work: