Wrapping up 2014: A challenging but fulfilling year (part 1)

Well it is that time of the year, where once again I reflect on things. I am getting this done early because quite frankly come Friday the 19th of December, 2014, I am going dark and on my Christmas holidays. Some proper family time, good cheer, overindulgence and some much needed down time and reflection is the prescription I am following.

During the drafting of this post I realised it would have to come in two parts. I dislike writing overly long posts when I don’t have to. So this is part 1 🙂  This one focuses on the Ask the Expert Program.

As I am getting used to my role in EMC IT following my departments re-org from Customer Services, I feel obliged to wrap up some numbers on how well the EMC Ask the Expert has done in 2014. These are early numbers mind you, going from the start of the year to December 10th, but as the program takes a hiatus from the 19th, the discrepancy of the final result should not be a major difference. I recently posted some stats on the program. EMC Ask the Expert: a little more insight. And I posted the 2013 results which can be seen in this post: Happy Holidays, belated Merry Christmas and a recap of 2013 and into 2014!

Its just amazing that since its inception back in 2012, the program has had phenomenal growth. Its really no longer a project, its a genuine service provided by EMC online. and its free. This is all down to the amazing community participation of EMC Community Network members. This program would have none of the success it has had without the EMC community backing it. The accolades and praise for this success is theirs. I am delighted to have facilitated it. To me I was its trustee.

So before I share the numbers, let me define the program direct from our executive summary:

ATE_exec

And this is what our numbers look like for participation in 2014 (at least up to December 10th, 2014)

ATE_metric_2014

  • 145,561 page views. 16% increase on 2013
  • ~ 13,232 page views per month
  • 92,276 visits. 29% increase on 2013
  • ~ 8388 visits per month
  • 62,487 unique visitors. 34% increase on 2013
  • ~5680 unique visitors per month

And as you can see primarily anonymous users, indicating these events are being found via web search. These numbers account for 2.5% of all the EMC Community Network traffic in 2014 (up to December 10th) , which itself looks like 6,000,000 views this year. Indeed this program takes a fair chunk of the ECN traffic. It says a lot about the program.

And when we look at how long people stay in the Ask the Expert Community?

28.7% of visitors stay from 5-10 minutes, with a further 13.2% staying from 30 minutes to an hour. That means a lot of people find this community via web search and stay a good while to search the content. And they keep coming back.

It is amazing to think, that when this program started in 2012, we had 3 experts and one program manager, all from customer services. Now The stake holder list has grown rather substantially.

They now include:

  • EMC Total Customer Experience Team
  • EMC Global Services
  • EMC Product Marketing
  • EMC Technical Leadership Academy
  • EMC Elect
  • EMC Inside Sales
  • EMC Customer Services

It’s a program that has had humble beginnings, and now is a critical service online for EMC. It’s been a pleasure to lead it, work with amazing experts, community managers, customers and partners. And this has to include the Multilingual teams. The local language Ask the Expert events in Chinese contribute a lot to the metrics shown here. and events are growing in number in local languages such as Japanese, Spanish and Portuguese. Just look the global heat map to see the interaction taking place

ATE_Heat_map_2014

It’s been an amazing three years building and taking the lead for this program. I have learned a lot, made superb connections I would normally not have been able to do in a traditional customer support role. I have mentioned plenty on that before. It’s not been easy either, but I learned quickly to let the community tell you whats a hot topic. They will anyway. I learned to listen, be ambitious, to continue a maniacal focus on supporting our customers and a thing or two about EMC products 🙂 And I thank all those people, in EMC and outside EMC for making this program what it is.

In  2015, I will be focusing on EMC Community Network Forums, helping redefine the communities and improve the overall experience. Its a big project and I will be sharing more on that as I dive in next year. I am still heavily involved in the EMC Elect program management. Nothing has changed there in any way. I will still be consulting on the Ask the Expert program but my colleague, and my current joint program manager partner on this,  Roberto Araujo will be the primary contact on the program. It’s been great working with Roberto over the last ten months on the program and he has definitely been a great partner in this program and done some great hard work supporting it.

So thus concludes part 1 of this blog. I’ll be posting more tomorrow to round out my end of year roundup. Thanks for reading and listening to what is entirely my perspective. And feel free to comment. I welcome any feedback you want to provide.

Part 2 will deal with my perspective on the EMC Elect program over 2014.

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