At Cisco, we are focused upon internally and externally sharing social media best practices and lessons learned from individuals who have successfully integrated social media into their day job. We recently sat down with one such social practitioner, Jennifer Halim, a subject matter expert (SME) on the Customer Support Team, to learn more about how she incorporates social media into her job at Cisco.
Jennifer joined the Cisco Technical Assistance Center (TAC) in 2007 and focuses on security products in Australia. In 2010, she became a Technical Account Manager with ScanSafe, Cisco’s cloud-based web security service. Even after the move, she managed to keep up to date with the technology that she used in her previous role by actively participating on the Cisco Support Community. With over 322,000 registered users and 11 years of history, the Cisco Support Community is a platform on which technical experts and Cisco customers can interact with each other by asking and answering questions in the discussion forums, commenting on blogs, rating videos, and more. While spending an average of one to three hours per day contributing to the discussion forums regarding Cisco Security products, she participates completely out of her own will during after business hours. Through her engagements on this website, Jennifer states that she is constantly learning from other contributors to the community, and she enjoys the satisfaction of being able to help customers by answering their questions and resolving their issues.
Community participants like Jennifer who have responded to customers have contributed to Cisco’s $80 million in annual cost savings that is attributed to the Cisco Support Community and is a conservative estimate based on TAC case deflection. Based on the number of customer cases resolved, Jennifer has been one of the top contributors since she joined the community in 2010.
How does she manage to integrate her Support Community activities into her day job?
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Tags: ambassador, Australia, best practices, Cisco, Cisco Supporty Community, Customer Support, forums, lessons learned, ScanSafe, security, social media, TAC, Technical Assistance Center
Authored by : Kent Wong, Product Manager, Technical Services
It was a evening like any other. The Lone Admin walks into a his local watering hole to relax after a full day of battling issues and keeping his company’s network safe and secure. He is known somewhat as a miracle worker, a conundrum wrapped in an enigma. Even against the most sinister of network issues he is able to stand his ground and find resolution all by himself. How does he do it? None of his peers know.
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Tags: Apple iPad, cisco support community, collaborate, collaboration, discussion forum, engage, forums, iPad apps, iphone, mobile, online support, online video, small business, small business support, tech support, tehncial support, wifi
Example of 'Community' as a tab
In spending some time recently on the web sites of major TV networks, I notice something has not changed much since 2004, or 2005, when TV networks first started developing branded web site counterparts with message board or discussion areas for TV show fans.
In the early days of TV show web sites, discussions about the episodes were not placed against the content, but typically were segmented off in separate areas of the web site, into ‘forum’ areas. And such forums (or ‘message boards’ as they are also known) still exist today, mainly because they are straight forward and easy to use, even though there are other social tools to comment and participate in a conversation around content.
Despite their ease of use, on many a media site, it may take you three or four clicks more to find the discussion threads about a particular program once you’ve found a community ‘tab’. And the discussion threads may be outdated, the last thread may be older than the latest episode of a TV show!
I still think forums are a great way to start new topic threads and allow fans of a TV show, movie, or artist to discuss in depth the content as comment boxes may have a text limit.
Yet when forums are the ONLY place to discuss the content, and there’s no way for fans to comment directly against the content (e.g. comment below a video, or a blog post), you see some interesting drop offs in site engagement. Also, fans go to other sites, like Facebook where they can comment directly against the content, leaving the branded entertainment sites behind.
For example, I examined the ‘community’ tab for the Fox animated comedy ‘American Dad’.
- Fan Forums / Community area of Fox.com for the TV show ‘American Dad’
In the show related forum pictured above, at the time of writing this blog, the last post by a fan is from 5 days ago, and the post received only 26 views. Meanwhile I went to the Facebook fan page for ‘American Dad’ and found that page owner Fox had posted a episode clip just a day ago. Because commenting was allowed in line, against the content, the clip netted 75 comments in just one day and over 1400 ‘likes’, way surpassing the social engagement of a 5 day old post on Fox’s own community.
- Fans can’t comment on video clips of ‘American Dad’ on Fox.com, but fans are allowed on to Facebook, greatly increasing the engagement off the main site
So while American Dad fans can’t comment against the video clips on the Fox.com site they are enabled to do so on the Facebook fan page for the show, or on the official YouTube posted clips for the program.
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Tags: facebook, forums, message boards, social media, tv show web sites