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Authentic, Authoritative, Unapologetic ServiceNow commentary by Cory "CJ" Wesley and Robert "The Duke" Fedoruk
Duke: Okay, ladies and gentlemen, after
a short hiatus, , CJ Anna Duke is back.
Corey, why don't you tell him
why we had a little pause?
Cause this is good news.
CJ: Yeah, no doubt Duke.
, I was a tad bitt busy over the last,
, couple weeks, ? Especially in the
last month, , running a, , campaign
for election to, , city council.
And I am proud to say that I
won, not only did I win, but it,
it is a pick three race, right?
So it's a at large sort of situation.
You get to vote for three people, and
I got the most votes outta everyone.
Duke: so you're the
emperor of Oak Park now
CJ: I am, I am.
And so ba basically, right, like
a trustee is like a, , city council
member in a larger city, right?
And we do all those things.
It's, it's more, much more of a,
um, policy level kind of government
versus like administrative, right?
So we're not directly hiring
people who are doing the work.
We're dictating policy and then
we have an employee who then takes
our will and, goes and executes it.
Duke: Awesome, man.
I'm so proud of you.
CJ: Thank you, sir.
Duke: Well, I tell you what, , in our
last episode of CJ and the Duke, we
actually took a look at what it would
be like to run a campaign in ServiceNow.
So if you didn't listen to that episode,
we will have a link in the description
below that is our podcast motto.
Everybody has to take a drink now.
all right, Corey, what are
we talking about today?
CJ: Today we're talking
about community, duke.
Duke: And we have brought a very
special guest, someone I have worked
with over years, from across the aisle.
Mr.
Dan Brun of ServiceNow.
Dan, welcome to the show.
Dan: Pleasure to be here.
It's gonna be tough to, uh,
top a an elected official.
Newly elected official.
So hopefully we can make it.
Duke: Yeah, it's, it's,
it's nothing serious.
You just have to do whatever he
says and everything's gonna be fine.
CJ: Yeah, or I'll send the cops your way.
Duke: All right, Dan, why don't
you, why don't you give yourself a
short, uh, intro to the audience?
Dan: Sure.
Absolutely.
I've been working with community
for over 20 years now, I started
my career, , during the.com bubble.
And, , the company that I worked
for, , we actually built a community
product as well as managed communities.
, and, , Cisco Systems was my client.
, I actually built their first
community, their support community
at Cisco, , which is now still the
most active community that they have.
CJ: Nice.
Dan: Over years.
About eight years ago, I, came over to
ServiceNow and have been there ever since.
and it's been a, a wonderful experie.
CJ: I was gonna say that's,
that is, , what I often hear
from ServiceNow employees.
That is, has been an amazing
experience to work there.
Dan: Absolutely.
I mean, it's been, I guess as they
like to say, it's, it's, it's been a
rocket ship though, as in particular
being here for, eight years, have
gone through all the trials and
tribulations with a hypergrowth company.
CJ: So Dan, duke and I have been
around for quite a while , on community,
and tell me , what we're seeing with
community now that we didn't have.
way back weighing in the day, right?
Like obviously what we're looking
at with community now, the, the
community has changed from the
perspective of, we've had more
people, join the ServiceNow ecosystem.
So tell me how, , what they're
able to, get out of community is
different than what maybe Duke and
I would've gotten out of it when
we started, say like 10 years ago.
Dan: Sure.
Absolutely.
so when I first came on the
ServiceNow, eight years ago,
there was a community in place.
of course it was a, team of, one, and.
There was a lot of the, the brass
hacks of communities, right?
Discussion forums and, articles and blogs.
, so, the real intent was to bring
it sort of to that next level.
And, , that would include looking at
expert programs, looking at events, right?
Looking at.
making it a, a holistic community where
there's a, a sense of belonging, right?
So, people would typically go there
for questions and answers, and now
was grown into so much more than that.
So from the perspective of, , where
it's been and where it's now that
the team is, much larger now.
So we can cover a lot more ground, and
have a, a much more of a wake of approach,
which is important with community.
CJ: So it sounds like.
Made it now into this place where you,
hope folks will hang out a little bit
more rather than just popping in to
find a quick answer and then leaving.
Dan: Absolutely.
So, yeah, so now it's more of
a destination, when I look at
communities, , there's a number
of things to think about when.
You wanna build a successful community?
Uh, most importantly, it's starting
by looking through the lens of
the customer, because there has
to be clear intent for them.
there needs to be critical mass.
because if you don't have enough
people to support a community, then
it's simply not gonna be successful.
and.
Another big aspect of it is giving
the, users ownership of the community.
I like to see ourselves as the enablers,
but we're here to provide, our customers,
our partners, our enthusiasts, anyone
interested in community, the tools.
And the foundation that they need
to help them make themselves more
successful with ServiceNow, both as
an individual as well as a company.
You know, you do, you do
absolutely need expert programs.
on community, there's traditionally
you're passive users, your dabblers, your
enthusiasts, and your experts, right?
So, the vast majority of your
users are gonna be passive,
which typically makes up 75%.
You have your dabblers.
We'll come to the community and,
, potentially take a, a few actions
and marking something that's helpful.
And that tends to be
about 15% of your users.
Your enthusiasts are, you
know, a little more active.
they're interested in badges
and some of the artifacts that
come along with community.
And that'll make up 9% of your users.
And then your experts, they
are the ones that, really are
the lifeline of community.
And, they make up, typically
1%, of your user base.
and the experts are frankly, , the
most important because those
are the ones that come with the
knowledge and have the ability to.
Answer and help others that are
sort of on that ServiceNow journey.
So, a key aspect of that is to
build a recognition program that is
tailored to your experts, but also one
that, takes the entire user journey
through and encourages them to.
Go along.
So taking your dabblers, two
enthusiasts, two experts.
So there has to be a little something for
everyone, but it has to be, meaningful.
So that's where the whole what's in
it for me comes into play because
there has to be something in it for
our end users, for them to really want
to participate on a regular basis.
And.
The biggest thing is, allowing
our users to build a personal
brand on, on the community, right?
So our recognition system is based
around your peers rating the technical
merit of your content on community.
So when somebody goes, looks at your
community profile or knows you're
an MVP, or a rising star, right?
They know that was earned based off of
your knowledge and you being able to
solve real world problems with ServiceNow.
and it has to be very clear cut.
So that way, there's no sort of
diluting the value of the program, by
allowing points to be earned other ways.
Duke: for the new community,
how are points earned?
There's a lot of people who want, who
want to give back now are coming up and
they wanna make a name for themselves.
Dan: absolutely.
Duke: they can on the community?
Dan: Absolutely.
So, it's something that is actually
a work in progress, the platform
we've recently migrated to, , the
points aren't as visible, as we'd
like, uh, points are weighted.
So for your activities that take a much
more significant amount of time, Like
your blogs, like your articles, , those
are valued much higher than, answering
questions correctly, , or, you know,
getting things marked as helpful.
so there are various values associated
with them because like I said, creating
an article and creating a blog is much
more complex and has a much farther
reach than, simply answering a question.
And they're all important, right?
But their values are
in fact different on c.
CJ: So it sounds like to me like
, it's a, an admission or an an.
Meant that, different types
of activities, bring different
levels of value to the community.
And while we need all of them, we
also want to encourage, some of those
that take a little bit more time
and effort, because those are, um,
things that tend to, um, provide a
different level of value to folks.
Dan: Absolutely.
So I mean, Typically what you'll see
is you'll see for the people that
can, that create excellent blogs
and excellent articles, they're,
you know, almost at , a next level.
because you, they're a lot deeper.
with answering a question correctly.
you can look at.
A very singular, I guess, view
of the problem and solve it.
typically with a well-written article or
a blog, it's much more complex than that.
You know, you're looking at a much
bigger picture, you know, and then
the case of an article, it, it
tends to be sort of a, of a how-to.
so it's much more complex and,
you know, and it, it drives, I.
much broader value to the community
because your blog, or article, is
relevant to a much wider audience than
a, a question slash answer, right?
So a question slash answer
certainly reaches more than just the
individual that had that question.
But a blogger, an article just
has a much, a much wider audience.
CJ: Yeah, I, I'll tell you what too, what,
what I get often from, , blog and articles
and, and, uh, we're actually, uh, my
co-host here too, this season, uh, uh, a
rather, , epic, , content producer, right?
Like it inspires me.
To want to produce my own content,
Like, so when I watch the Duke's YouTube
videos, or I go to Community and read
some one's like, great, how-to article
or, just blog post on something that's
really cool and interesting, right?
It, it inspires me to one, want to go and
tinker around with the system more, right?
And two, it also inspires me to do
something similar and give back, right?
Which is.
You know, a lot of the reason
that I'm here talking to you
today on this podcast, right?
Like, you know, it's that inspiration
that I got from the folks who came before
me and put that content out there for me
to consume and then, , feeling like I,
I should be paying it forward as well.
Uh, so I do like that the community does
prioritize and focus on those things
because I think that's how you continue
to build and keep a community vibrant.
Duke: I gotta say too, If I was wondering
about if I wanted to get into blogging
or if I wanted to get into content
creation at all, I would probably
start with the ServiceNow community.
Then I don't know how, I don't have
to worry about like, what service
do I sign up for and do I need my
own website and blah, blah, blah.
It's just like, no, you know, just
go and start, putting your knowledge
on the community and you don't have
to be like rocket scientist level.
Because everybody's always coming there
to search for even the simplest stuff.
So you can basically roll off just
learning something, write a blog article
about ways you understand it and see
if it's helpful, man, like one of my
most popular articles on community.
, by a long shot.
It's first by a long shot I was tinkering
around with ACLS one day and I was, I was
like, oh, if I just have an incog needle
browser, I could be like two different
people, And see it on different screens.
And one could be the admin who
looks at the ACL log output in
real time, and then the other
person is just doing their thing.
And to me it was like, oh,
that's a neat discovery.
And I could have held it to myself
and I had no idea other people
would be interested in it too.
But I posted to communities like, you
know, tens of thousands of views later,
you know, then I put it on my website.
I, I made a video out of it years later
CJ: Right.
Duke: it's one of my highest
performing videos too.
You just never know.
So community's a great place
to experiment with content.
Dan: Absolutely.
I mean, and, what we see is that
this is where people's come to start
their journey with, ServiceNow, right?
It's something you can go to and, start
off by being a passive user, right?
, and then eventually, you know, turn
into that dabbler, turn into that
enthusiast, and then turn that expert.
So you build your
confidence as you go along.
And, you know, eventually
you work yourself up to, you
know, you become that expert.
You come there initially to.
And then you work your way into
becoming that expert and helping others.
And one thing I do have to say that is
the most, one of the most amazing things
I've learned at ServiceNow is that the
people that use ServiceNow, They're rad.
I mean, the, individuals are so engaged
and they love ServiceNow so much.
you know, I came from Cisco where there
just wasn't, that wasn't that sense.
Uh, the people that use
ServiceNow absolutely love it.
They love the product.
They want to learn as much as they
can, and they also wanna help others.
and that's been really refreshing
is to see that level of engagement
and interest in, learning about
the power of the platform, but then
also taking in and elevating to that
next level of wanting to help others
learn the power of the platform.
And, really that's what we're
here for in community is to give
you that sense of belonging.
But then beyond that, Give you
that sense of accomplishment.
I always love to talk about, people
like yourselves have no idea how many
people they, you guys touch, when
you write a single blog or you answer
a single question, , you're helping
thousands of people, , not just the
individual that, wrote that question.
so it's an amazing thing
and, you know, and.
Our top contributors should
really feel accomplished for,
for what they've done, and we're
extremely grateful at ServiceNow.
CJ: That's a really good point, Dan.
I mean, so you, you mentioned like,
like, top contributors, don't necessarily
know how many folks they're touching
, when they do something that might
consider it simple to them, right?
Like as, , small, a short
PO post or whatever, right?
Like, just whatever their, that, that
level of engagement does ServiceNow.
Have an understanding of the
number of people that aren't
that the experts, right?
Is that you, as you qualified it
earlier in the podcast at 1%, did
the ServiceNow have an understanding
of how many people we're touching?
Dan: Sure.
Absolutely.
If you really think about it, the
community is, one of the most active.
If not the most active
site , on ServiceNow.
And, we'll do, you know, over
40 million page views a year.
We have over 450,000 registered users.
we do well north of 400,
thousand uniquely monthly users.
So that just gives you a, a sense of the.
And, , the reach of, community.
So, it's helping so many others.
but beyond that, it's also an opportunity
to network and to find like-minded
people, So, , it's not necessarily just
intended for, , an online presence, it
gives you the ability To find people that
have similar interests and build that
relationship, , with those individuals.
I know so many, you know, probably
including you, Robert, you know,
they, they go to knowledge and,
people will go up to the MVPs and
because they recognize them, right?
And, and ask for pictures, and,
it's such a, a great thing to see.
When people recognize one another
and they're networking , and
they're thinking each other for
all, what they bring to community.
Duke: Dan.
What's been the hardest thing that you've
had to do for ServiceNow Community?
Dan: okay, so the hardest thing
that I've had to, Work with at
ServiceNow community is the pace of
which our product offerings expand.
So the wonderful thing about ServiceNow
is that you can build anything
on it, and it's fast and furious.
And when it comes to community, when
things are growing that rapidly, There
are challenges associated with it.
We, you know, it's, you can simply
spin up new forums and new communities,
But, if things are being merged, if
things are being deprecated, there's
a lot of downstreams effects to that.
Uh, whether that's through
gamification, whether that's,
through leaderboards, whether
that's, through the content itself.
, it makes it challenging.
so I would say that has absolutely been
sort of the hardest part is to sort of
keeping up with that pace, which isn't
necessarily a bad thing, uh, but it just,
it makes it, it makes it challenging
and, and, and frankly, it also makes it
challenging from the taxonomy perspective.
A big part of, community, at least,
I feel, is building a taxonomy that.
Our user base understands, one
that they can identify with.
And, growing and expanding your
product offerings so quickly and making
changes so often, it makes it difficult
Duke: Yeah.
You guys gotta make whole new
menus every release, right?
Dan: pretty much.
Duke: I, I feel a, I feel a
category tree like rant coming out.
Another one.
CJ: Oh man.
Oh man.
I, I love that.
Uh, that was it a pen you used to wear?
Like it says, don't ask me or ask me
about categories at, uh, every knowledge.
was, it was
Duke: Dan, this is way off topic,
but you ever see a day where, like
through the power of search or ai,
we just don't need category trees?
We just kind of have an easily
navigatable web of related topics.
Dan: in a perfect world, absolutely.
To be totally honest with you, the vast
majority of our traffic comes in through,
Google, navigations are certainly useful.
people tend to come in , through search
engines and, ideally, , through ai,
there would be, no need for, taxonomy,
but I'm not gonna hold my breath.
That's gonna be, in my career lifetime.
Duke: Well, what would be something like
either a killer feature or just the way
people are that you would change if you.
Dan: Wow.
That's a good question.
I would say a killer feature would
for us to be much more proactive.
Than reactive on community.
it seems as if a, everyone should
be able to do something like
this, but it's not that easy.
Right.
because when you come to communities
just in general, not even necessarily
ServiceNow, just in general, you
typically have to search and, and dig in.
And there's effort involved with,
trying to find what your answer is
or what you're trying to learn about.
And if we could be, or communities
in general could be much smarter
and know your intent or an idea of
what your intent is before you come.
And serve up better content
that's related to your intent.
it would make a much better
user experience, for our end
user and, and help ServiceNow.
Duke: Holy smokes.
We gotta send this to
somebody on the docs team.
Dan: Okay.
Duke: just take a quick tangent here,
Dan, but Corey, you ever like, like trying
to do searches on docs and it gets you
like the right words, but it's on some
completely other end of the platform.
That has kind of the same name and you're
just like, can't I just check a box on
my profile that says I'm interested in
I T B M and platform and performance
analytics force rank, those above
the HR stuff, the C s M stuff, right?
So it's like almost allow me to
fine tune my search results based
off of my preferences rather than
just say, You know what I mean?
Like, oh, that would be so
sweet, especially for docs.
Oh my God.
CJ: So, can I tell you a secret?
Right?
you could do that in a service now, right?
Like, remember the service
grouping, the, what was it called?
, so the search customization allowed
you to select, what tables, what return
results, and allowed you to, have those
default groupings and all of that, right?
Like, so I would love to
see , that sort of thing.
, just what you said, like take
that and apply it to docs.
So that, you know, I could have like
my preferred list of things that,
return and then, uh, and then, you
know, I have all the rest, right?
Like, we don't think you were looking
for this stuff, but this also, might
be something that you wanna see.
Duke: see, now I gotta go
back and play with search.
Dan: Or I mean, or I
mean, or ideally, right?
We know what products you, you use,
you own, and then, what products that
you're interested, interested in.
So whether it's based off of, where
you land on a page, or based off what
content you're writing about on community,
based off of what forms you're visiting,
what questions you ask, building up.
That database of information about you
to serve the appropriate content, right?
So if you're asking questions, about,
let's say, learning about, about a product
and, a different product can, can do
what you're trying to do, serving up
content that's related to that, right?
So, just having a better sense of
what you've done in the past to help
provide information for the future.
versus just blanketly saying
and serving up results.
so there's a, a, there's a lot that
can be done, from that perspective.
I think, it's just gonna take some time.
Duke: I wonder if there's a case for like
more curation features, I'm an expert
and I've found lots of different articles
that I love about I T B M and then
someone could hit my profile and it's like
Robert's I T B M playlist, big air quotes.
Cause I know it's a YouTube
thing, but within, in my
playlist it would be like here.
here's two links from Mike's, uh, sco.
Here's two links from, uh, mark
Rudolph, here's two links from Corey
and here's three links from me.
It's like you read all that stuff
together and now you're basically a
beginner i t BM person or something.
Dan: Sure.
And absolutely.
I mean, and there and there's
some things that we could even do.
It's more of a manual effort, right?
But, there is the ability to.
Create an article, That has
sort of your, your favorites.
just , a laundry list of, if you're
starting, I, I tbm here's five
resources, , whether it's on community
or not on community that are my
favorite that you should look at.
so it's, it's more of a manual
effort, but there's still ways to
accomplish that, I guess I would say.
CJ: yeah.
the great thing about this,
right, is, that if you're one
of those one percenters, right?
Like one of those who create a lot
of, , content like Mark, right?
Like, then you do this stuff
for people you know already.
Like there's, he has a post
that he maintains that has.
Like 250 plus articles, blogs,
videos, podcasts, et cetera.
Right?
Like for all, all the
content that he's created.
And it is amazing.
Oh my God, I got a bookmark
and I go here all the time.
because he knows all the hidden tricks
and tips about virtual agent, which
I am, dealing with often, right?
So I, I.
It would be really amazing.
If there was a way just some sort of
template or some sort of, uh, you know,
when you go and hit the new button,
it's like, do you want to build like
a curated list of links or something?
You know what I mean?
And you kind of pop that in there, like,
you know, that might be something that I,
I could see getting some, some significant
Dan: Absolutely.
Yeah.
Yeah.
No, I like that.
Duke: Well, you've been there since the
beginning of tech communities and there.
There must have been some pretty
shocking changes in that time.
If you could guess, what do you
think's on the road for communities,
not just ServiceNow, but in general?
Dan: In general.
what's the future of, communities?
Probably the virtual
world in the real world.
Becoming more intertwined.
I think traditionally people have looked
at communities from the perspective
of back in the day, b s boards, right?
And, uh, those were very, for lack of
a better word, black and white, right?
I mean, it's literally just
typing on, a screen, right?
And, and it's evolved.
to more than that, to where it's,
online events and networking.
and I think it's gonna come more of,
again, that real world matching, coming
together with the, the virtual world.
So more sort of interactions.
You know, whether it be through,
virtual reality or whether it be through
physical events, it's gonna get closer.
I think the, the connections amongst
the individuals are gonna get tighter
and tighter, from where they're today.
CJ: that sounds amazing to me.
I'll tell you, um, one of the
things that I have a heightened
appreciation for after the pandemic
is in-person connections, right?
I'm a digital native, right?
I grew up in the inner era
of, starting with, the BBSs
going all the way through
to where we are now.
And I've always been at home, on a
computer, but, being forced to be in
the house and on a computer versus
having that option really does.
Change it a little bit, I think, and
I would love to see, c community,
online community evolve, To the point
where it is not only just, the online,
but also encouraging the physical.
I actually have a, a buddy
who's building a platform that's
trying to do just that right now.
So I really like, I really like that.
Dan: I mean, yeah, just think about
it and, , some people may find this a
little over the top, but you know what,
if there was the ability on the app to
say, I'm around here and oh gosh, I see
there's, you know, 15 other community
members that are right around the.
And let's connect, or let's meet
up for coffee, and, and talk shop.
, taking , that online presence
and bringing it to a physical
presence and sort of in a, almost
in a moment in time presence too.
It doesn't have to be something
that is set up in months in advance.
it may just be that you are, you
know, you're on a business trip and.
You know, you find out there's some
folks in the area and you connect,
CJ: this is tender for conversation.
Dan: yeah, yeah, yeah.
It's, it's technology
tender for conversation,
CJ: Yeah, I mean, I, I like it, right?
I love the idea that, you can be a
member of an online community and then
kind of have these spontaneous meetups
based on like people who are in that
same community, and you guys happen to
be in physical proximity to each other.
Dan: And I think virtual, virtual
reality will eventually also play a role.
obviously it's not there right now.
but I think that will be a big
part of community in the future.
You can go to the community,
, water cooler literally, versus
having to go to a forum.
we can actually have a water
cooler that everyone's sitting
around and you can, and you could.
CJ: Yeah, I think that's
pretty cool as well.
Duke: I would love to have
it all fully integrated.
So I could just like dump my Zoom
information into my ServiceNow community
profile and see people who are online
but active in that same thread.
Blur the lines between like a
thread and a chat a little bit,
Dan: Uh,
Duke: then just like, press a button.
Just like, no, here, let's settle this.
Let's go and get it done.
Dan: Yeah.
CJ: Like automatic,
Dan: almost have a breakout room, right?
Duke: Yeah, exactly.
Yeah.
I mean, we, like all the tech has just
been lying around for years, right?
It's just, but.
CJ: I do think it's just that, that
natural evolution, of seeing all of
these technologies, be implemented
and doing like single purpose tasks
and then combining them in ways
that make sense so that people get a
lot more value out of 'em together.
Dan: Absolutely, it's come
so far, For when I've started
working on communities already.
And we have a, we have a lot
of, really cool and innovative
things in the pipeline.
and it'll come.
We'll knock your socks off.
CJ: Wait, wait, wait, wait, wait.
You can't, uh, allude to the pipeline
and talk about cool and innovative
without dropping us a nugget.
Give us something.
Dan: Uh, give you something.
I think a lot of it are some of the
things that, we've been talking
about, at a first pass, right?
, so more of areas on community
that could connect with people
that are very similar to yourself.
because right now it's still a little.
It's disjointed, right?
the intent will be there to bring
people, like-minded people, together
in a place for them to, to collaborate.
CJ: I'll take.
Duke: So Dan, one last question.
communities will self
manifest where the demand is.
Right?
That's why we have the
ServiceNow community, I think.
Formed around itself.
And then, we've got the,
ServiceNow developer Discord
linking the description below.
We've got the SM Dev Slack channel
also linking the description below.
We've got probably a good amount
of Reddit communities, like
there's probably sub-communities
popping up all over the place.
What would you say is the key advantage
of the ServiceNow community Official one.
Dan: I mean, you're always going
to have offshoots, and some of
them have clear purpose, right?
, potentially offerings that we
can't or aren't currently giving.
but one of the key
advantages is that, where.
We're on top of it.
We're we're watching it, right?
We're capturing feedback from the
community, from things that you are
very overt and from things that aren't
so overt that you're seeing, you know,
learnings from content that's being
created on the community itself, as
well as, The expertise, having , a
system, a ranking system built around
to where, you know, you can identify,
and be more confident in users answers.
based off of that, , Events, learning
from ServiceNow experts and, and folks
like yourself, Robert, and, Steve Bell and
I, everyone else that does, live events.
so, there is that uniqueness where,
it's something that, we're watching,
we're paying attention of, and what
we build is based around your needs.
So, you know, a lot of these,
these offshoots, right?
You're, working within the confines of
whatever that technology is, and you
kind of have no say in what it does or
whether it be, you know, discord or slack.
It sort of is what it is.
Whereas on community, , if there's a
really great idea, we'll build it and
we'll integrate that into the community.
there is also the sense
of of we offer evolution.
To the product based off of your needs.
Duke: That's a point I hadn't considered.
I usually think of it
in terms of day to day.
I participate in all of them
and so I feel SN Dev Slack has
a certain speed and immediacy.
Like if I have a short question that
I know could be answered in like one
or two or it's a yes no or something
like I go to SN devs because it
gives me that like really snappy.
You can watch it happen,
but it's often too fast.
And not conducive to longform content.
And I love ServiceNow community because
it lets me, like, you know, I maybe
have a deep philosophical question on is
this thing right in this circumstance?
And then we can trade longform ideas like
some kind of like old school Greek forum.
You know, we can argue the philosophy
of it, or, or I can give you a deep
explanation like here's, here's the
10 lines of script, but also a hundred
lines of explanation about why you do it.
That.
Dan: Hmm.
Plus it's searchable, right?
I mean, slack, it's there and
then it's gone eventually versus,
community content is, is accessible.
So when somebody has, when somebody
has that same question, you
know, hopefully you'll be able
to, you can reference it, right?
Duke: Oh man.
But speaking of searchable, that like
I still get likes come up on my feed
about posts that are over five years old.
Dan: Yeah.
Yeah, absolutely.
Duke: And it's like crazy.
I'm like, is that actually still useful?
Dang.
Dan: It's
useful to someone.
Duke: engine.
CJ: Yeah.
You know, that's funny because
I get those emails, I'll still
pop up something like from an API
question, like from five years ago.
And it's like, what?
People are still like liking
this thing and it's like, okay.
But then I think about it, right?
And there's, there's been some
times I've, some of this content
is just evergreen, right?
Like some parts of the platform
don't change very rapidly.
And so, you make a post that happened to
be very well received, you know, eight
years ago, and it sticks around because
it's still good eight years later, Because
that part of the platform is still working
the same exact way and it's still insanely
useful to folks to know how to build it.
Dan: Absolutely, there's certainly
some content that has a long shelf
life, and then some that doesn't.
And one of our goals in our
drivers is to do a good job at
hopefully identifying the content
that does have the long shelf life.
And maintaining it.
, but we also have to do our due
diligence , in deprecating content and
archiving, things that aren't being used
because, it becomes more problematic
to find content of value if we have
the system bloated with, content from
eight years ago that doesn't make.
Duke: Yeah, hear that.
All right, we are at time.
So Dan, any last words for the community?
Dan: I would say if you're not a
member already, join And if you are, we
appreciate it as well as if you ever have
feedback about the community, good, the
bad, the ugly, please reach out to us.
, we're always open to constructive
criticism and positive feedback.
And there's a lot of good things to come.
Duke: Uh, how would they get
entire tape with you, by the way?
Dan: they can either post the
feedback form or reach out to
me directly, if they'd like.
And my emails, dan bar servicenow.com.
Duke: All right folks.
We are at time.
This is episode number 81.
We still don't have an outro.
We will see you on the next one.