As contributors are linked to a particular article, you can retrieve this information via the messages collection. The contributors field of the messages collection gives you the query to retrieve users who contributed to a TKB article.
Please let me know if this answers your query.
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Company: Flexera Company background: Flexera helps enterprises optimize their technology footprint and realize IT’s full potential to accelerate their businesses. Our online community connects our more than 50,000 global customers and 1300+ team members to achieve their organization’s goals and have a positive, streamlined experience. Contact: Katie Paffhouse Bussey Title: Digital Community Manager Related URLs: https://community.flexera.com/t5/Flexera-Community/ct-p/Flexera_Community Kudos Category: The Accelerator 1. Please describe your company and your initiative. Flexera helps enterprises optimize their technology footprint and realize IT’s full potential to accelerate their businesses. Our online community connects our more than 50,000 global customers and 1300+ team members to achieve their organization’s goals and have a positive, streamlined experience. 2. What was the “before” state? What challenges did you have to overcome? Flexera launched a support modernization overhaul in 2019. Customers believed Flexera did not partner with them to quickly address issues and our failing, inactive community reinforced this storyline. We needed to change the storyline and truly embrace supporting our customers in an online environment. 3. What were the results? In the 12 months post launch, we have achieved $5 million savings in case deflection. Members receive answers from top subject matter experts (employee, customer, and partner) in less than one day. We’ve seen over a 60% increase in search behavior with over 16,000 searches per month, a 30% increase in referrals from third-party search engines, and see an average of 900 posts per month.
We think our customers say it best – as one contributor said: “The community provides a place to get to the right information right away.”
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My advice to a new community manager is to connect and establish a relationship with the community that you are trying to reach. Community, it is in the title of the position, and so very important. If you are not engaging with the community, then you are not doing your job and only losing the opportunity to excel. Get to know them, ask for their advice, and thank them for their engagement. People are at the heart of any business or nonprofit, no matter the type. Individuals are much more likely to donate, purchase something, or sign up for a service if they feel connected, valued and seen. Plus, they know what they want to see and invest in. While you may very well be the expert in your field, your community are experts in another way, lean on this. Stay up to date on trends and what is going on within the community you are seeking to reach. Engage with every person whether it is through a comment or message, no matter the tone. People may disagree with you but that is okay. Thank them for their advice and opinion. View it is a growing opportunity for yourself or for them to possibly learn something new. Most people will respect you for being transparent and taking the time to respond and have an open conversation. Everyone is different and that is what makes up a community and makes it so special. Learn from this and take value in it. My last piece of advice is to lead with your heart and have fun! You love what you do and people need and want to feel this as well. If you are not passionate about what you do, they will not be either. It is as simple as that. People want to be excited, so give that to them. On average, most people only spend a few seconds on a post, email, or message. You have that long to not only establish a connection but catch their attention and grab their heart. If you are not delivering your content and message with enthusiasm, they will keep on scrolling and you will miss out on so many opportunities. That could mean you lost a potential client, donation, partner, or even a sponsor. The list goes on and on. Do not let that happen. Let them know why you do what you do and what makes you different.
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