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Slide 2: • Founded in 2004 • 140 Employees • Dallas and London offices • August 2008 Intel Capital $20M
Slide 3: Telligent Products Public facing social software Intranet social software Social Analytics Simple Content Publishing
Slide 4: Key Customers Many of the world’s largest brands trust Telligent
Slide 5: What is Enterprise 2.0? Consumer use drives corporate adoption • How do I find information faster? • How do I share what I know? • How do I find experts to help me? People want to collaborate and share
Slide 6: Why do Global Brands Invest? Two common types of social solutions: 1. Digital Marketing 2. Enterprise 2.0 For small and medium businesses: 1. Faster customer communication 2. Market Research (know thy customer)
Slide 7: Trends • Traditional PR has changed • Measurement & ROI is now critical • Technology becomes more connected • Further empower the knowledge worker • Generation Y will transform the workplace
Slide 8: When you grow up with a technology it is a utility “Email is what my parents do”
Slide 9: Biggest Challenges • Not all technology… culture change • Change management within organizations • Lack of industry standards and APIs • Issues with Personal Identifiable Information • Tools need to evolve further and faster
Slide 10: Biggest Challenges • Identity management needs to standardize (OpenID) • Consistent experience across devices • More measurement required, not less • Distributed (cloud) computing requires very different skills
Slide 11: Opportunities • “Real Time” collaboration like Google Docs • Microformats supported everywhere • Twitter, LinkedIn, Facebook become utilities • Recommendations based on persona • Smarter ways to manage all data • Innovative analytics and measurement • OpenSocial, OpenID, Video, Chat, what else?
Slide 13: Myths & Truths Perceptions • Microsoft platform cannot scale Truths • Microsoft tools can lead to bad habits Reality • MySpace.com runs on Microsoft .NET • MySpace.com uses Community Server
Slide 14: Why Microsoft’s Platform Platform expertise • Focused strategy • ASP.NET and SQL Server Very aggressive roadmap • Tools and technologies enable us to out innovate • Credit Microsoft dev tools with our aggressive roadmap Hits & Misses • SQL Server and .NET proven to a be a big win • SilverLight or Flash (jury is still out) • Mobile was a miss
Slide 15: Platform Architectures Simple • Single server web & database together • No load balancing Simple Cluster + Virtual Application Tiers • Multiple web servers on load balancer • Single database with failover Read/Write Cluster + Distributed Application Tiers • Multiple web servers on load balancers • Multiple database servers
Slide 17: Performance Management Dedicated performance team • 3 Fulltime developers Specialize in • Caching and database (SQL & Oracle) Web Application Stress Tool • Automated as part of development process
Slide 19: 10 Keys to Succeed with a Community Strategy
Slide 20: 1. Measure • Community users remain customers 50% longer than non-community users • 43% of support forums visits are in lieu of opening up a support case
Slide 21: 2. Listen before you act • Communities do not form spontaneously • Don’t fall for “Build it and they will come”
Slide 22: 3. Welcome New Members
Slide 23: 4. Let People be the Brand • Microsoft witnessed a dramatic jump in developer satisfaction scores
Slide 24: 5. Who runs your community? You will need a “Community Manager” “It is like herding cats… sometimes”
Slide 25: 6. Content is King What will you give, not what you get • Focus on adding value • Be patient Suggestions • Announcement on blog • Files and email integration
Slide 26: 7. Stay the course. Invest. Success can be very expensive Consider options to monetize
Slide 27: 8. Encourage Adoption
Slide 28: 9. Pixels vs. Pennies
Slide 29: 10. Close the loop Ultimate feedback group Make sure you act! The New Focus Group: Online Networks “They [communities] are often cheaper and more effective than phone surveys or traditional focus groups because companies can draw on the participants in a much broader and deeper way than they could in an offline setting.”
Slide 30: Key Takeaways • • • • • • Midst of a collaboration transformation The younger generations will drive this We need to build better tools and APIs Applications should be built to share data Successful communities listen Measure everything
Slide 31: Thank you! Rob Howard • rhoward@telligent.com • Blog: grokable.com • twitter.com/robhoward