Episode 164 – Rewind – Private Groups Inside Telligent Community

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A Tech Tuesday Episode. All things Technology related to providing digital customer service.

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Book of the Day: Crowdsourcing: Why the Power of the Crowd Is Driving the Future of Business – Jeff Howe

Today’s Guest

Jim Gross is a senior solutions advisor at Telligent, A Verint Company. Prior to joining Telligent as a professional services consultant and project manager in August 2008, Jim spent a couple years working in interactive advertising and marketing with a focus on social media. Before that, Jim spent more than a decade at a global financial services company where he first learned the value of social computing tools in the enterprise when he and a colleague put together a set of blogs, forums and wikis to better enable collaboration among project teams in Dallas and St. Louis.

Private Groups Inside Telligent Community

  • Groups
    • Jim considers groups to be micro communities
    • Common Ways to Group:
      • By Region
      • By Product/Service
      • By Function
        • Use Cases
        • Support Group
        • Product Info
        • Documentation
    • Membership: Each group can be configured individually
      • Public
        • Joinful – can read but can’t comment unless a member
        • Joinless – no concept of members. Truly open space
      • Private
        • Listed – discoverable, but not accessible to non-members
        • Unlisted – invitation only group. Group we’re focusing on today.
    • Private Groups
      • Use Cases
        • Employees group
          • If question asked in support forum
            • Pull in the question
            • Employees discuss privately
            • Then publicly push back an answer
        • VIP Room
          • Offer exclusive access
          • Offer exclusive connection to designers
            • Achievers of some status
            • Winners of a prize
            • Star performers
        • Beta Testers Example
          • Set up private group
          • Invite Beta testers
          • When Beta test is complete, just switch type of content from Private Unlisted to the public appropriate access type.
          • The content does not need to be physically moved from one location to another; because it’s invisible to people who shouldn’t see it based on their logins, it can live where it will eventually live.
      • Access
        • Not searchable by Google, etc
        • Ensure accessing user should have access
      • Easy 2-Step Set Up
        1. Select the type of group you want
          • Private Unlisted (invitation only)
        2. Select the type of content you want
          • Blogs
          • Forums
          • Wikis
          • Event calendars
          • Media galleries
          • Ideas

Jobs

Who’s Doing it Well?

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    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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