By ultan o'broin on Nov 20, 2010
I chatted recently with Chris Warticki, Senior Principal Regional Customer Advocate from Oracle Software Support--he's our best-known "spokesmodel" for community support in Oracle.
Chris, being the guy in touch with customers all the time knows exactly what's going on in the community support space, and gets to hear it all from customers. He helped me navigate through the different Oracle support communities out there. And he told me succinctly what the essence of the community approach is. It's about connecting people to people, not people to a portal. Wow, what a great line (I'll use that elsewhere)!
We first looked at My Oracle Support communities. These are moderated by Oracle and are for supported, licensed customers (so if you're not one of those, there's no point in me providing a link). Some super communities there, and collaborative approaches such as forums and patch download ratings and reviews too. Next, we explored the hugely popular and massive Oracle Technology Network (OTN) forums. The OTN communities are self-moderating, for all products, with downloads of products, documentation and other materials available. You can check it out yourself--a very rich resource indeed!
Oracle Technology Network
After that, we checked out the Oracle Wiki (I have signed up to be a writer). Again, essentially a self-regulating community with some ground rules, members can contribute and edit content. I was especially delighted to see non-English language content there too (see this Consortium for Service Innovation presentation if you think translation of community-provided or official support content can be ignored).
Continuing the theme of individual contributors I mentioned in a previous post about Oracle's rich community conversations, we stopped by Tom Kyte's Ask Tom site. I was amazed to see how questions asked years ago are still being updated!
Then we went to Oracle Mix, a community where "blending" is the order of the day: members create blended groups of product, technology, industry, interests, you name it! I've created a few groups myself on Oracle Mix--for Arbortext, arcolinx IQ, and user assistance.
Finally, we had a great exchange about the role of Twitter. Oracle, too, cannot ignore the power of microblogging, with its huge uptake and real-time nature, and we have a strong presence on Twitter. Twitter clearly offers tremendous potential for support, but also customer relations generally. And of course, we didn't miss out the key role that our communities of user groups play too.
There is no greater change agent than the collective voice of our users, Chris tells me. I agree. In terms of community generally, we've moved past the notion that the official corporate web site and marketing efforts will completely form the reputation of Oracle. Loyalty and user experience generally is all about listening to the community conversation and responding to it the right way. Personally, I think we need to really look a lot more closely at what wikis, self-regulating communities, and microblogging offer in the user assistance and customer support space, as user-generated content explodes (70% of the digital universe, say IDC) and the age profile of customers changes. But, as for Facebook in that space? Forget it.
These are exciting times, and it's great to have people with initiative and vision, people like Chris, driving the model forward, and harnessing its power. I want to be part of that too!
Thanks Chris for talking the time to talk with me.