Keep It Real, Open, and in Real Time!
As the Cloud gains momentum in 2014, so has crowdsourcing, one of seven 2014 emerging trends that we identified ten months ago. Thanks to gamification, a term so aptly named by two Wired writers back in 2005, crowdsourcing has continued to surge in 2014. Over the last year for example, nearly 90% of all Avaya customer questions started on the Web, where customers have numerous ways to resolve issues – voice over the web, chat, video conference, and increasingly, support forums.
This week, we wanted to share insights from a leader of a talented team dedicated to helping guide crowdsourcing in the fast growing Avaya Support Forums community that is more than 25,000 strong!
Let the Game Begin! The 5 Principles of Moderating, Monitoring and Medaling
By Russell Brookes, Avaya Global Support Services
Are you facing a vexing problem and need a quick response? Are you looking for other users with similar solution configurations? These are just a few of the endless opportunities to crowdsource a solution to questions by collaborating with other skilled communications and IT professionals around the world through the recently upgraded Avaya Support Forums. It’s a way for talented and experienced users to build their professional networks and their reputations in the industry.
Avaya Support Forums, available in English, Chinese, Japanese, Portuguese, and Spanish, and publicly indexed by Google, have gained tremendous traffic as end users weigh in on topics spanning 16 forums, including:
- IP Telephony and Convergence
- Unified Communications
- Contact Center Applications
The forums have worked because of five guiding principles:
- Keep it real, open, and in real time! Sanitizing too much will dry up forums. Negative and positive views should be posted in real-time. One thing that damages a community is posturing that everything is rosy. Leveraging a heavy handed approach to sanitize can jeopardize the credibility of discussions and the integrity of all who contribute.
- By the members..for the members! An active forum is one where the end user community is able to quickly engage and support fellow users whom they have never met, but have been bonded through common challenges and opportunities.
- Easy does it! A moderator team, with a light editing touch, are committed to ensuring that discussions continue forward to the benefit of all. “Appropriateness” is the key word.
- With status comes privilege! As contributors add more value they should be able to “level up” and gain new privileges, for example:
- Templates for autosignatures
- Calendar event posting
- Upload animated profile pictures
- Pictures in signatures
- Manage their visitor messages
- Post polls
- Email members and use friends lists
- Create and manage their own social groups and discussion groups
- Upload social group icons
- “Let the light shine on!” The best and brightest come out to be part of forums, providing help for those in need. As these forums continue to experience double digit growth, the forums are a place for people to shine and be sought after.
These five guiding principles have been the mantra that has fueled the growth of the Avaya community that involves customers, partners and employees alike to tackle questions from near and far.
Using these principles, Leaders in the Avaya forum have emerged. The community doles out “reputation points” as their form of applause. Based on the reputation points shields are awarded to users. Users can move through eight Forum shield ranks:
- Aspiring Member
- Hot Shot
Several customers have risen through the ranks to achieve Guru status with one reaching Genius and Legend statuses.
Using the five principles above, Avaya has grown the Forum to more than 25,000 passionate contributors. Just as new applications and technologies will lead to adoption and boundless curiosity, so will user interest and undoubtedly, a surging community just waiting to provide answers!
When was the last time that you got help online?
When was the last time that you “paid it forward” with an answer to an online forum?