Don’t forget the Technology: Key Considerations for your Community [#e2conf]

This session is presented by Paul Anderson (Disney) and Tracy Maurer (UBM).  You can find the session slides at  Username: workshop; Password: boston2011.

[These are my notes from the Enterprise 2.0 Conference 2011 in Boston.  Since I’m publishing them as soon as possible after the end of a session, they may contain the occasional typographical or grammatical error.  Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]


  • How to select a technology? Using the 0ld-fashioned technology choice matrix won’t work so well. Evaluate technologies based on key roles/needs: Enterprise, Communities, Teams, Individuals. (For example, the participants in the session thought that SharePoint is better suited for team and enterprise work. Not great for community or individual work.) Let your users lead you to the right technology.  Focus on the features that meet their needs.  D0n’t get hung up on finding the most feature0rich tool.  It’s worth giving up some features in exchange for higher levels of adoption.
  • Release Planning and Quality Assurance. This will help you support the community of users. Ensure appropriate levels of education to help users learn the new features. In addtion, do sufficient due diligence to understand (and communicate) the potential impact of new features on users.
  • Social does not mean “Launch and Leave.” Testing, education and support remain key to success. Don’t underestimate the value of one-on-one coaching.
  • Why is communication key? It shows responsiveness, reduces user confusion and frustration, and it helps build employee goodwill. Therefore, when there upgrades and bug fixes, let them know that you’re constantly improving the tool.
  • Community Management is Critical. It helps transform a pile of clutter into soomething that is helpful. It is also key to help manage information overload.
  • What about your Portal? Some customers feel that social business tools threaten the Portal.  There needs to be an evolution. It is hard to integrate everything (especially social tools) into a monolithic portal.  The huge need for content dessemination will make Portals important.  However, holding conversations within the Portal is much more challenging.  The answer may be to have one tool for content (Portal) and another tool for collaboration (social business tools), with a fantastic enterprise search tool to tie all of this together.

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