WEBVTT NOTE This file was generated by Descript 00:01:52.142 --> 00:01:56.952 Duke: Okay, ladies and gentlemen, after a short hiatus, , CJ Anna Duke is back. 00:01:56.982 --> 00:01:59.352 Corey, why don't you tell him why we had a little pause? 00:01:59.352 --> 00:02:00.042 Cause this is good news. 00:02:00.942 --> 00:02:01.902 CJ: Yeah, no doubt Duke. 00:02:01.902 --> 00:02:04.997 , I was a tad bitt busy over the last, , couple weeks, ? Especially in the 00:02:04.997 --> 00:02:08.787 last month, , running a, , campaign for election to, , city council. 00:02:09.207 --> 00:02:12.537 And I am proud to say that I won, not only did I win, but it, 00:02:12.667 --> 00:02:13.887 it is a pick three race, right? 00:02:13.887 --> 00:02:15.777 So it's a at large sort of situation. 00:02:15.777 --> 00:02:20.147 You get to vote for three people, and I got the most votes outta everyone. 00:02:20.442 --> 00:02:22.392 Duke: so you're the emperor of Oak Park now 00:02:22.842 --> 00:02:24.222 CJ: I am, I am. 00:02:24.222 --> 00:02:28.437 And so ba basically, right, like a trustee is like a, , city council 00:02:28.442 --> 00:02:30.177 member in a larger city, right? 00:02:30.177 --> 00:02:31.497 And we do all those things. 00:02:31.497 --> 00:02:35.255 It's, it's more, much more of a, um, policy level kind of government 00:02:35.255 --> 00:02:36.695 versus like administrative, right? 00:02:36.695 --> 00:02:40.325 So we're not directly hiring people who are doing the work. 00:02:40.330 --> 00:02:43.445 We're dictating policy and then we have an employee who then takes 00:02:43.475 --> 00:02:45.488 our will and, goes and executes it. 00:02:46.223 --> 00:02:46.793 Duke: Awesome, man. 00:02:46.798 --> 00:02:47.483 I'm so proud of you. 00:02:47.948 --> 00:02:48.548 CJ: Thank you, sir. 00:02:48.998 --> 00:02:52.308 Duke: Well, I tell you what, , in our last episode of CJ and the Duke, we 00:02:52.308 --> 00:02:56.478 actually took a look at what it would be like to run a campaign in ServiceNow. 00:02:56.478 --> 00:02:59.358 So if you didn't listen to that episode, we will have a link in the description 00:02:59.358 --> 00:03:01.608 below that is our podcast motto. 00:03:01.818 --> 00:03:03.198 Everybody has to take a drink now. 00:03:04.615 --> 00:03:06.295 all right, Corey, what are we talking about today? 00:03:07.095 --> 00:03:09.115 CJ: Today we're talking about community, duke. 00:03:09.775 --> 00:03:13.025 Duke: And we have brought a very special guest, someone I have worked 00:03:13.025 --> 00:03:15.935 with over years, from across the aisle. 00:03:16.025 --> 00:03:16.295 Mr. 00:03:16.295 --> 00:03:18.215 Dan Brun of ServiceNow. 00:03:18.448 --> 00:03:19.478 Dan, welcome to the show. 00:03:19.848 --> 00:03:20.838 Dan: Pleasure to be here. 00:03:20.988 --> 00:03:24.078 It's gonna be tough to, uh, top a an elected official. 00:03:24.078 --> 00:03:25.068 Newly elected official. 00:03:25.073 --> 00:03:26.658 So hopefully we can make it. 00:03:27.498 --> 00:03:28.938 Duke: Yeah, it's, it's, it's nothing serious. 00:03:28.938 --> 00:03:31.608 You just have to do whatever he says and everything's gonna be fine. 00:03:32.913 --> 00:03:34.203 CJ: Yeah, or I'll send the cops your way. 00:03:36.618 --> 00:03:38.208 Duke: All right, Dan, why don't you, why don't you give yourself a 00:03:38.208 --> 00:03:40.098 short, uh, intro to the audience? 00:03:40.713 --> 00:03:41.073 Dan: Sure. 00:03:41.103 --> 00:03:41.553 Absolutely. 00:03:41.603 --> 00:03:45.763 I've been working with community for over 20 years now, I started 00:03:45.768 --> 00:03:48.423 my career, , during the.com bubble. 00:03:48.513 --> 00:03:52.083 And, , the company that I worked for, , we actually built a community 00:03:52.083 --> 00:03:54.243 product as well as managed communities. 00:03:54.743 --> 00:03:57.033 , and, , Cisco Systems was my client. 00:03:57.183 --> 00:04:00.033 , I actually built their first community, their support community 00:04:00.033 --> 00:04:04.243 at Cisco, , which is now still the most active community that they have. 00:04:04.363 --> 00:04:04.993 CJ: Nice. 00:04:05.013 --> 00:04:05.343 Dan: Over years. 00:04:05.343 --> 00:04:10.263 About eight years ago, I, came over to ServiceNow and have been there ever since. 00:04:10.337 --> 00:04:12.017 and it's been a, a wonderful experie. 00:04:12.473 --> 00:04:14.723 CJ: I was gonna say that's, that is, , what I often hear 00:04:14.728 --> 00:04:16.013 from ServiceNow employees. 00:04:16.018 --> 00:04:18.503 That is, has been an amazing experience to work there. 00:04:18.857 --> 00:04:19.547 Dan: Absolutely. 00:04:19.552 --> 00:04:22.247 I mean, it's been, I guess as they like to say, it's, it's, it's been a 00:04:22.247 --> 00:04:26.357 rocket ship though, as in particular being here for, eight years, have 00:04:26.447 --> 00:04:30.257 gone through all the trials and tribulations with a hypergrowth company. 00:04:30.573 --> 00:04:34.013 CJ: So Dan, duke and I have been around for quite a while , on community, 00:04:34.018 --> 00:04:39.073 and tell me , what we're seeing with community now that we didn't have. 00:04:39.133 --> 00:04:40.873 way back weighing in the day, right? 00:04:40.873 --> 00:04:43.373 Like obviously what we're looking at with community now, the, the 00:04:43.373 --> 00:04:47.173 community has changed from the perspective of, we've had more 00:04:47.173 --> 00:04:49.463 people, join the ServiceNow ecosystem. 00:04:49.703 --> 00:04:52.343 So tell me how, , what they're able to, get out of community is 00:04:52.343 --> 00:04:55.013 different than what maybe Duke and I would've gotten out of it when 00:04:55.018 --> 00:04:56.183 we started, say like 10 years ago. 00:04:56.993 --> 00:04:57.293 Dan: Sure. 00:04:57.293 --> 00:04:57.983 Absolutely. 00:04:58.103 --> 00:05:01.668 so when I first came on the ServiceNow, eight years ago, 00:05:01.718 --> 00:05:03.068 there was a community in place. 00:05:03.128 --> 00:05:06.213 of course it was a, team of, one, and. 00:05:06.903 --> 00:05:10.293 There was a lot of the, the brass hacks of communities, right? 00:05:10.293 --> 00:05:14.533 Discussion forums and, articles and blogs. 00:05:14.583 --> 00:05:18.630 , so, the real intent was to bring it sort of to that next level. 00:05:18.690 --> 00:05:26.080 And, , that would include looking at expert programs, looking at events, right? 00:05:26.080 --> 00:05:26.620 Looking at. 00:05:27.082 --> 00:05:32.872 making it a, a holistic community where there's a, a sense of belonging, right? 00:05:32.872 --> 00:05:37.732 So, people would typically go there for questions and answers, and now 00:05:37.732 --> 00:05:40.762 was grown into so much more than that. 00:05:40.762 --> 00:05:43.652 So from the perspective of, , where it's been and where it's now that 00:05:43.652 --> 00:05:45.512 the team is, much larger now. 00:05:45.812 --> 00:05:50.942 So we can cover a lot more ground, and have a, a much more of a wake of approach, 00:05:50.968 --> 00:05:52.348 which is important with community. 00:05:52.737 --> 00:05:53.367 CJ: So it sounds like. 00:05:53.877 --> 00:05:57.477 Made it now into this place where you, hope folks will hang out a little bit 00:05:57.477 --> 00:06:01.297 more rather than just popping in to find a quick answer and then leaving. 00:06:01.552 --> 00:06:02.062 Dan: Absolutely. 00:06:02.062 --> 00:06:04.422 So, yeah, so now it's more of a destination, when I look at 00:06:04.422 --> 00:06:07.272 communities, , there's a number of things to think about when. 00:06:07.437 --> 00:06:09.387 You wanna build a successful community? 00:06:09.807 --> 00:06:13.077 Uh, most importantly, it's starting by looking through the lens of 00:06:13.077 --> 00:06:16.633 the customer, because there has to be clear intent for them. 00:06:16.850 --> 00:06:18.650 there needs to be critical mass. 00:06:18.693 --> 00:06:22.593 because if you don't have enough people to support a community, then 00:06:23.343 --> 00:06:25.293 it's simply not gonna be successful. 00:06:25.427 --> 00:06:25.877 and. 00:06:26.087 --> 00:06:31.970 Another big aspect of it is giving the, users ownership of the community. 00:06:32.360 --> 00:06:39.260 I like to see ourselves as the enablers, but we're here to provide, our customers, 00:06:39.320 --> 00:06:43.530 our partners, our enthusiasts, anyone interested in community, the tools. 00:06:43.760 --> 00:06:47.605 And the foundation that they need to help them make themselves more 00:06:47.605 --> 00:06:51.222 successful with ServiceNow, both as an individual as well as a company. 00:06:51.782 --> 00:06:55.112 You know, you do, you do absolutely need expert programs. 00:06:55.568 --> 00:07:00.098 on community, there's traditionally you're passive users, your dabblers, your 00:07:00.098 --> 00:07:01.898 enthusiasts, and your experts, right? 00:07:01.898 --> 00:07:04.568 So, the vast majority of your users are gonna be passive, 00:07:04.568 --> 00:07:06.518 which typically makes up 75%. 00:07:06.848 --> 00:07:08.048 You have your dabblers. 00:07:08.048 --> 00:07:12.148 We'll come to the community and, , potentially take a, a few actions 00:07:12.148 --> 00:07:13.138 and marking something that's helpful. 00:07:13.138 --> 00:07:15.568 And that tends to be about 15% of your users. 00:07:15.988 --> 00:07:18.988 Your enthusiasts are, you know, a little more active. 00:07:19.012 --> 00:07:21.532 they're interested in badges and some of the artifacts that 00:07:21.537 --> 00:07:22.582 come along with community. 00:07:22.842 --> 00:07:24.792 And that'll make up 9% of your users. 00:07:24.792 --> 00:07:29.338 And then your experts, they are the ones that, really are 00:07:29.338 --> 00:07:31.108 the lifeline of community. 00:07:31.282 --> 00:07:35.117 And, they make up, typically 1%, of your user base. 00:07:35.227 --> 00:07:38.620 and the experts are frankly, , the most important because those 00:07:38.620 --> 00:07:42.723 are the ones that come with the knowledge and have the ability to. 00:07:43.015 --> 00:07:47.450 Answer and help others that are sort of on that ServiceNow journey. 00:07:47.780 --> 00:07:54.643 So, a key aspect of that is to build a recognition program that is 00:07:54.703 --> 00:08:02.200 tailored to your experts, but also one that, takes the entire user journey 00:08:02.200 --> 00:08:05.440 through and encourages them to. 00:08:05.508 --> 00:08:06.348 Go along. 00:08:06.348 --> 00:08:10.578 So taking your dabblers, two enthusiasts, two experts. 00:08:10.938 --> 00:08:14.728 So there has to be a little something for everyone, but it has to be, meaningful. 00:08:14.733 --> 00:08:18.778 So that's where the whole what's in it for me comes into play because 00:08:18.778 --> 00:08:24.238 there has to be something in it for our end users, for them to really want 00:08:24.238 --> 00:08:26.698 to participate on a regular basis. 00:08:26.758 --> 00:08:27.298 And. 00:08:27.487 --> 00:08:31.377 The biggest thing is, allowing our users to build a personal 00:08:31.382 --> 00:08:33.807 brand on, on the community, right? 00:08:33.807 --> 00:08:41.153 So our recognition system is based around your peers rating the technical 00:08:41.153 --> 00:08:43.690 merit of your content on community. 00:08:43.783 --> 00:08:47.950 So when somebody goes, looks at your community profile or knows you're 00:08:47.955 --> 00:08:51.070 an MVP, or a rising star, right? 00:08:51.090 --> 00:08:56.700 They know that was earned based off of your knowledge and you being able to 00:08:56.700 --> 00:08:59.810 solve real world problems with ServiceNow. 00:08:59.927 --> 00:09:02.260 and it has to be very clear cut. 00:09:02.530 --> 00:09:07.677 So that way, there's no sort of diluting the value of the program, by 00:09:07.737 --> 00:09:09.877 allowing points to be earned other ways. 00:09:10.262 --> 00:09:12.422 Duke: for the new community, how are points earned? 00:09:12.962 --> 00:09:16.172 There's a lot of people who want, who want to give back now are coming up and 00:09:16.472 --> 00:09:18.152 they wanna make a name for themselves. 00:09:18.932 --> 00:09:19.652 Dan: absolutely. 00:09:19.682 --> 00:09:21.002 Duke: they can on the community? 00:09:21.512 --> 00:09:22.082 Dan: Absolutely. 00:09:22.082 --> 00:09:25.915 So, it's something that is actually a work in progress, the platform 00:09:25.920 --> 00:09:30.060 we've recently migrated to, , the points aren't as visible, as we'd 00:09:30.060 --> 00:09:32.770 like, uh, points are weighted. 00:09:32.950 --> 00:09:39.325 So for your activities that take a much more significant amount of time, Like 00:09:39.325 --> 00:09:46.485 your blogs, like your articles, , those are valued much higher than, answering 00:09:46.965 --> 00:09:50.965 questions correctly, , or, you know, getting things marked as helpful. 00:09:51.002 --> 00:09:55.802 so there are various values associated with them because like I said, creating 00:09:55.802 --> 00:09:59.132 an article and creating a blog is much more complex and has a much farther 00:09:59.132 --> 00:10:02.212 reach than, simply answering a question. 00:10:02.332 --> 00:10:04.072 And they're all important, right? 00:10:04.192 --> 00:10:07.192 But their values are in fact different on c. 00:10:08.575 --> 00:10:11.975 CJ: So it sounds like to me like , it's a, an admission or an an. 00:10:12.195 --> 00:10:15.335 Meant that, different types of activities, bring different 00:10:15.335 --> 00:10:17.075 levels of value to the community. 00:10:17.315 --> 00:10:21.095 And while we need all of them, we also want to encourage, some of those 00:10:21.095 --> 00:10:24.545 that take a little bit more time and effort, because those are, um, 00:10:24.815 --> 00:10:28.202 things that tend to, um, provide a different level of value to folks. 00:10:28.593 --> 00:10:29.443 Dan: Absolutely. 00:10:29.443 --> 00:10:33.610 So I mean, Typically what you'll see is you'll see for the people that 00:10:33.610 --> 00:10:39.703 can, that create excellent blogs and excellent articles, they're, 00:10:39.763 --> 00:10:41.733 you know, almost at , a next level. 00:10:41.763 --> 00:10:44.403 because you, they're a lot deeper. 00:10:44.423 --> 00:10:46.763 with answering a question correctly. 00:10:46.957 --> 00:10:47.647 you can look at. 00:10:48.310 --> 00:10:52.180 A very singular, I guess, view of the problem and solve it. 00:10:52.287 --> 00:10:57.043 typically with a well-written article or a blog, it's much more complex than that. 00:10:57.163 --> 00:11:00.373 You know, you're looking at a much bigger picture, you know, and then 00:11:00.373 --> 00:11:04.393 the case of an article, it, it tends to be sort of a, of a how-to. 00:11:04.473 --> 00:11:08.210 so it's much more complex and, you know, and it, it drives, I. 00:11:08.795 --> 00:11:13.892 much broader value to the community because your blog, or article, is 00:11:14.535 --> 00:11:20.708 relevant to a much wider audience than a, a question slash answer, right? 00:11:20.713 --> 00:11:23.348 So a question slash answer certainly reaches more than just the 00:11:23.378 --> 00:11:25.628 individual that had that question. 00:11:25.695 --> 00:11:29.505 But a blogger, an article just has a much, a much wider audience. 00:11:30.175 --> 00:11:34.135 CJ: Yeah, I, I'll tell you what too, what, what I get often from, , blog and articles 00:11:34.140 --> 00:11:38.305 and, and, uh, we're actually, uh, my co-host here too, this season, uh, uh, a 00:11:38.305 --> 00:11:40.495 rather, , epic, , content producer, right? 00:11:40.495 --> 00:11:41.665 Like it inspires me. 00:11:42.350 --> 00:11:46.427 To want to produce my own content, Like, so when I watch the Duke's YouTube 00:11:46.427 --> 00:11:50.640 videos, or I go to Community and read some one's like, great, how-to article 00:11:50.640 --> 00:11:53.760 or, just blog post on something that's really cool and interesting, right? 00:11:53.760 --> 00:11:57.930 It, it inspires me to one, want to go and tinker around with the system more, right? 00:11:57.930 --> 00:12:01.350 And two, it also inspires me to do something similar and give back, right? 00:12:01.350 --> 00:12:01.770 Which is. 00:12:02.300 --> 00:12:04.280 You know, a lot of the reason that I'm here talking to you 00:12:04.280 --> 00:12:05.360 today on this podcast, right? 00:12:05.360 --> 00:12:08.780 Like, you know, it's that inspiration that I got from the folks who came before 00:12:08.780 --> 00:12:12.803 me and put that content out there for me to consume and then, , feeling like I, 00:12:12.803 --> 00:12:14.543 I should be paying it forward as well. 00:12:14.843 --> 00:12:18.293 Uh, so I do like that the community does prioritize and focus on those things 00:12:18.298 --> 00:12:22.403 because I think that's how you continue to build and keep a community vibrant. 00:12:22.753 --> 00:12:27.407 Duke: I gotta say too, If I was wondering about if I wanted to get into blogging 00:12:27.407 --> 00:12:30.667 or if I wanted to get into content creation at all, I would probably 00:12:30.672 --> 00:12:32.267 start with the ServiceNow community. 00:12:32.477 --> 00:12:34.757 Then I don't know how, I don't have to worry about like, what service 00:12:34.757 --> 00:12:37.547 do I sign up for and do I need my own website and blah, blah, blah. 00:12:37.547 --> 00:12:41.290 It's just like, no, you know, just go and start, putting your knowledge 00:12:41.350 --> 00:12:45.820 on the community and you don't have to be like rocket scientist level. 00:12:46.720 --> 00:12:51.100 Because everybody's always coming there to search for even the simplest stuff. 00:12:51.100 --> 00:12:55.450 So you can basically roll off just learning something, write a blog article 00:12:55.455 --> 00:12:59.753 about ways you understand it and see if it's helpful, man, like one of my 00:12:59.753 --> 00:13:02.183 most popular articles on community. 00:13:02.305 --> 00:13:03.115 , by a long shot. 00:13:03.115 --> 00:13:08.435 It's first by a long shot I was tinkering around with ACLS one day and I was, I was 00:13:08.435 --> 00:13:11.885 like, oh, if I just have an incog needle browser, I could be like two different 00:13:11.890 --> 00:13:13.985 people, And see it on different screens. 00:13:13.985 --> 00:13:18.572 And one could be the admin who looks at the ACL log output in 00:13:18.572 --> 00:13:21.752 real time, and then the other person is just doing their thing. 00:13:22.185 --> 00:13:25.065 And to me it was like, oh, that's a neat discovery. 00:13:25.065 --> 00:13:27.652 And I could have held it to myself and I had no idea other people 00:13:27.652 --> 00:13:28.552 would be interested in it too. 00:13:28.552 --> 00:13:31.912 But I posted to communities like, you know, tens of thousands of views later, 00:13:33.232 --> 00:13:34.912 you know, then I put it on my website. 00:13:34.912 --> 00:13:37.582 I, I made a video out of it years later 00:13:38.287 --> 00:13:38.847 CJ: Right. 00:13:38.932 --> 00:13:40.672 Duke: it's one of my highest performing videos too. 00:13:40.672 --> 00:13:41.542 You just never know. 00:13:41.542 --> 00:13:44.362 So community's a great place to experiment with content. 00:13:44.595 --> 00:13:45.495 Dan: Absolutely. 00:13:45.525 --> 00:13:50.355 I mean, and, what we see is that this is where people's come to start 00:13:50.355 --> 00:13:52.738 their journey with, ServiceNow, right? 00:13:52.998 --> 00:13:58.138 It's something you can go to and, start off by being a passive user, right? 00:13:58.193 --> 00:14:01.613 , and then eventually, you know, turn into that dabbler, turn into that 00:14:01.613 --> 00:14:03.923 enthusiast, and then turn that expert. 00:14:03.923 --> 00:14:06.323 So you build your confidence as you go along. 00:14:06.803 --> 00:14:10.163 And, you know, eventually you work yourself up to, you 00:14:10.163 --> 00:14:11.393 know, you become that expert. 00:14:11.603 --> 00:14:12.713 You come there initially to. 00:14:13.598 --> 00:14:17.558 And then you work your way into becoming that expert and helping others. 00:14:17.558 --> 00:14:21.355 And one thing I do have to say that is the most, one of the most amazing things 00:14:21.355 --> 00:14:26.452 I've learned at ServiceNow is that the people that use ServiceNow, They're rad. 00:14:26.482 --> 00:14:31.732 I mean, the, individuals are so engaged and they love ServiceNow so much. 00:14:31.792 --> 00:14:36.215 you know, I came from Cisco where there just wasn't, that wasn't that sense. 00:14:36.275 --> 00:14:39.665 Uh, the people that use ServiceNow absolutely love it. 00:14:39.665 --> 00:14:40.565 They love the product. 00:14:40.865 --> 00:14:44.375 They want to learn as much as they can, and they also wanna help others. 00:14:44.660 --> 00:14:49.867 and that's been really refreshing is to see that level of engagement 00:14:49.957 --> 00:14:53.960 and interest in, learning about the power of the platform, but then 00:14:53.960 --> 00:14:58.430 also taking in and elevating to that next level of wanting to help others 00:14:58.460 --> 00:15:00.020 learn the power of the platform. 00:15:00.240 --> 00:15:04.320 And, really that's what we're here for in community is to give 00:15:04.320 --> 00:15:05.940 you that sense of belonging. 00:15:06.450 --> 00:15:09.900 But then beyond that, Give you that sense of accomplishment. 00:15:09.900 --> 00:15:13.830 I always love to talk about, people like yourselves have no idea how many 00:15:13.830 --> 00:15:18.340 people they, you guys touch, when you write a single blog or you answer 00:15:18.340 --> 00:15:22.600 a single question, , you're helping thousands of people, , not just the 00:15:22.600 --> 00:15:24.720 individual that, wrote that question. 00:15:24.797 --> 00:15:27.610 so it's an amazing thing and, you know, and. 00:15:28.695 --> 00:15:31.420 Our top contributors should really feel accomplished for, 00:15:31.420 --> 00:15:34.690 for what they've done, and we're extremely grateful at ServiceNow. 00:15:35.650 --> 00:15:37.330 CJ: That's a really good point, Dan. 00:15:37.330 --> 00:15:40.710 I mean, so you, you mentioned like, like, top contributors, don't necessarily 00:15:40.710 --> 00:15:43.860 know how many folks they're touching , when they do something that might 00:15:43.860 --> 00:15:45.450 consider it simple to them, right? 00:15:45.455 --> 00:15:48.155 Like as, , small, a short PO post or whatever, right? 00:15:48.155 --> 00:15:51.215 Like, just whatever their, that, that level of engagement does ServiceNow. 00:15:51.980 --> 00:15:55.760 Have an understanding of the number of people that aren't 00:15:55.820 --> 00:15:56.780 that the experts, right? 00:15:56.785 --> 00:16:00.500 Is that you, as you qualified it earlier in the podcast at 1%, did 00:16:00.500 --> 00:16:04.310 the ServiceNow have an understanding of how many people we're touching? 00:16:04.925 --> 00:16:05.405 Dan: Sure. 00:16:05.405 --> 00:16:06.065 Absolutely. 00:16:06.115 --> 00:16:10.412 If you really think about it, the community is, one of the most active. 00:16:11.117 --> 00:16:13.597 If not the most active site , on ServiceNow. 00:16:13.627 --> 00:16:17.557 And, we'll do, you know, over 40 million page views a year. 00:16:17.587 --> 00:16:21.547 We have over 450,000 registered users. 00:16:21.687 --> 00:16:26.457 we do well north of 400, thousand uniquely monthly users. 00:16:26.517 --> 00:16:29.337 So that just gives you a, a sense of the. 00:16:30.627 --> 00:16:33.650 And, , the reach of, community. 00:16:33.860 --> 00:16:36.427 So, it's helping so many others. 00:16:36.483 --> 00:16:41.970 but beyond that, it's also an opportunity to network and to find like-minded 00:16:41.970 --> 00:16:48.240 people, So, , it's not necessarily just intended for, , an online presence, it 00:16:48.240 --> 00:16:52.103 gives you the ability To find people that have similar interests and build that 00:16:52.103 --> 00:16:54.303 relationship, , with those individuals. 00:16:54.733 --> 00:16:57.613 I know so many, you know, probably including you, Robert, you know, 00:16:57.613 --> 00:17:02.323 they, they go to knowledge and, people will go up to the MVPs and 00:17:02.323 --> 00:17:04.423 because they recognize them, right? 00:17:04.563 --> 00:17:09.553 And, and ask for pictures, and, it's such a, a great thing to see. 00:17:09.758 --> 00:17:13.258 When people recognize one another and they're networking , and 00:17:13.258 --> 00:17:15.988 they're thinking each other for all, what they bring to community. 00:17:16.706 --> 00:17:16.976 Duke: Dan. 00:17:16.976 --> 00:17:20.546 What's been the hardest thing that you've had to do for ServiceNow Community? 00:17:21.041 --> 00:17:24.511 Dan: okay, so the hardest thing that I've had to, Work with at 00:17:24.511 --> 00:17:30.061 ServiceNow community is the pace of which our product offerings expand. 00:17:30.151 --> 00:17:34.829 So the wonderful thing about ServiceNow is that you can build anything 00:17:34.829 --> 00:17:36.955 on it, and it's fast and furious. 00:17:37.112 --> 00:17:42.724 And when it comes to community, when things are growing that rapidly, There 00:17:42.724 --> 00:17:44.254 are challenges associated with it. 00:17:44.254 --> 00:17:48.814 We, you know, it's, you can simply spin up new forums and new communities, 00:17:48.814 --> 00:17:53.418 But, if things are being merged, if things are being deprecated, there's 00:17:53.418 --> 00:17:55.488 a lot of downstreams effects to that. 00:17:55.848 --> 00:17:58.638 Uh, whether that's through gamification, whether that's, 00:17:58.638 --> 00:18:02.088 through leaderboards, whether that's, through the content itself. 00:18:02.748 --> 00:18:04.218 , it makes it challenging. 00:18:04.218 --> 00:18:08.868 so I would say that has absolutely been sort of the hardest part is to sort of 00:18:08.868 --> 00:18:14.368 keeping up with that pace, which isn't necessarily a bad thing, uh, but it just, 00:18:14.418 --> 00:18:17.478 it makes it, it makes it challenging and, and, and frankly, it also makes it 00:18:17.483 --> 00:18:19.278 challenging from the taxonomy perspective. 00:18:19.278 --> 00:18:24.037 A big part of, community, at least, I feel, is building a taxonomy that. 00:18:24.037 --> 00:18:28.213 Our user base understands, one that they can identify with. 00:18:28.287 --> 00:18:33.777 And, growing and expanding your product offerings so quickly and making 00:18:33.782 --> 00:18:36.433 changes so often, it makes it difficult 00:18:36.808 --> 00:18:37.048 Duke: Yeah. 00:18:37.048 --> 00:18:39.478 You guys gotta make whole new menus every release, right? 00:18:39.813 --> 00:18:41.082 Dan: pretty much. 00:18:41.478 --> 00:18:44.598 Duke: I, I feel a, I feel a category tree like rant coming out. 00:18:47.868 --> 00:18:48.528 Another one. 00:18:48.633 --> 00:18:49.563 CJ: Oh man. 00:18:49.563 --> 00:18:50.073 Oh man. 00:18:50.073 --> 00:18:51.123 I, I love that. 00:18:51.183 --> 00:18:53.673 Uh, that was it a pen you used to wear? 00:18:53.673 --> 00:18:58.023 Like it says, don't ask me or ask me about categories at, uh, every knowledge. 00:18:59.833 --> 00:19:00.003 was, it was 00:19:00.048 --> 00:19:04.038 Duke: Dan, this is way off topic, but you ever see a day where, like 00:19:04.038 --> 00:19:07.398 through the power of search or ai, we just don't need category trees? 00:19:08.057 --> 00:19:12.557 We just kind of have an easily navigatable web of related topics. 00:19:12.885 --> 00:19:15.015 Dan: in a perfect world, absolutely. 00:19:15.185 --> 00:19:19.798 To be totally honest with you, the vast majority of our traffic comes in through, 00:19:19.798 --> 00:19:22.388 Google, navigations are certainly useful. 00:19:23.133 --> 00:19:28.073 people tend to come in , through search engines and, ideally, , through ai, 00:19:28.073 --> 00:19:32.867 there would be, no need for, taxonomy, but I'm not gonna hold my breath. 00:19:32.867 --> 00:19:35.027 That's gonna be, in my career lifetime. 00:19:35.573 --> 00:19:39.233 Duke: Well, what would be something like either a killer feature or just the way 00:19:39.233 --> 00:19:41.830 people are that you would change if you. 00:19:42.318 --> 00:19:42.498 Dan: Wow. 00:19:42.498 --> 00:19:43.338 That's a good question. 00:19:43.418 --> 00:19:49.880 I would say a killer feature would for us to be much more proactive. 00:19:49.880 --> 00:19:52.160 Than reactive on community. 00:19:52.433 --> 00:19:55.097 it seems as if a, everyone should be able to do something like 00:19:55.097 --> 00:19:57.013 this, but it's not that easy. 00:19:57.133 --> 00:19:57.643 Right. 00:19:57.643 --> 00:20:00.913 because when you come to communities just in general, not even necessarily 00:20:00.913 --> 00:20:06.534 ServiceNow, just in general, you typically have to search and, and dig in. 00:20:06.594 --> 00:20:11.537 And there's effort involved with, trying to find what your answer is 00:20:11.627 --> 00:20:13.217 or what you're trying to learn about. 00:20:13.787 --> 00:20:18.437 And if we could be, or communities in general could be much smarter 00:20:18.480 --> 00:20:23.120 and know your intent or an idea of what your intent is before you come. 00:20:23.197 --> 00:20:27.547 And serve up better content that's related to your intent. 00:20:27.646 --> 00:20:31.049 it would make a much better user experience, for our end 00:20:31.049 --> 00:20:33.409 user and, and help ServiceNow. 00:20:33.769 --> 00:20:34.549 Duke: Holy smokes. 00:20:34.549 --> 00:20:36.439 We gotta send this to somebody on the docs team. 00:20:37.149 --> 00:20:37.639 Dan: Okay. 00:20:38.798 --> 00:20:42.421 Duke: just take a quick tangent here, Dan, but Corey, you ever like, like trying 00:20:42.421 --> 00:20:47.747 to do searches on docs and it gets you like the right words, but it's on some 00:20:47.747 --> 00:20:49.727 completely other end of the platform. 00:20:50.132 --> 00:20:54.032 That has kind of the same name and you're just like, can't I just check a box on 00:20:54.032 --> 00:20:59.072 my profile that says I'm interested in I T B M and platform and performance 00:20:59.072 --> 00:21:05.357 analytics force rank, those above the HR stuff, the C s M stuff, right? 00:21:05.362 --> 00:21:10.428 So it's like almost allow me to fine tune my search results based 00:21:10.428 --> 00:21:13.728 off of my preferences rather than just say, You know what I mean? 00:21:13.728 --> 00:21:17.418 Like, oh, that would be so sweet, especially for docs. 00:21:17.418 --> 00:21:18.138 Oh my God. 00:21:18.588 --> 00:21:19.563 CJ: So, can I tell you a secret? 00:21:19.563 --> 00:21:19.923 Right? 00:21:19.954 --> 00:21:23.434 you could do that in a service now, right? 00:21:23.434 --> 00:21:25.974 Like, remember the service grouping, the, what was it called? 00:21:26.054 --> 00:21:30.250 , so the search customization allowed you to select, what tables, what return 00:21:30.250 --> 00:21:33.910 results, and allowed you to, have those default groupings and all of that, right? 00:21:33.910 --> 00:21:35.800 Like, so I would love to see , that sort of thing. 00:21:35.830 --> 00:21:38.170 , just what you said, like take that and apply it to docs. 00:21:38.485 --> 00:21:41.695 So that, you know, I could have like my preferred list of things that, 00:21:41.695 --> 00:21:44.575 return and then, uh, and then, you know, I have all the rest, right? 00:21:44.575 --> 00:21:47.955 Like, we don't think you were looking for this stuff, but this also, might 00:21:47.960 --> 00:21:49.395 be something that you wanna see. 00:21:50.335 --> 00:21:51.930 Duke: see, now I gotta go back and play with search. 00:21:53.475 --> 00:21:55.695 Dan: Or I mean, or I mean, or ideally, right? 00:21:55.785 --> 00:22:00.129 We know what products you, you use, you own, and then, what products that 00:22:00.134 --> 00:22:01.539 you're interested, interested in. 00:22:01.539 --> 00:22:08.329 So whether it's based off of, where you land on a page, or based off what 00:22:08.334 --> 00:22:12.889 content you're writing about on community, based off of what forms you're visiting, 00:22:12.889 --> 00:22:15.245 what questions you ask, building up. 00:22:15.742 --> 00:22:20.572 That database of information about you to serve the appropriate content, right? 00:22:20.572 --> 00:22:25.839 So if you're asking questions, about, let's say, learning about, about a product 00:22:25.839 --> 00:22:30.279 and, a different product can, can do what you're trying to do, serving up 00:22:30.279 --> 00:22:32.289 content that's related to that, right? 00:22:32.289 --> 00:22:35.642 So, just having a better sense of what you've done in the past to help 00:22:35.642 --> 00:22:37.682 provide information for the future. 00:22:37.715 --> 00:22:41.555 versus just blanketly saying and serving up results. 00:22:41.615 --> 00:22:45.452 so there's a, a, there's a lot that can be done, from that perspective. 00:22:45.452 --> 00:22:47.332 I think, it's just gonna take some time. 00:22:47.495 --> 00:22:51.905 Duke: I wonder if there's a case for like more curation features, I'm an expert 00:22:51.905 --> 00:22:56.532 and I've found lots of different articles that I love about I T B M and then 00:22:56.532 --> 00:23:01.332 someone could hit my profile and it's like Robert's I T B M playlist, big air quotes. 00:23:01.332 --> 00:23:03.802 Cause I know it's a YouTube thing, but within, in my 00:23:03.802 --> 00:23:05.272 playlist it would be like here. 00:23:05.550 --> 00:23:07.860 here's two links from Mike's, uh, sco. 00:23:08.010 --> 00:23:11.974 Here's two links from, uh, mark Rudolph, here's two links from Corey 00:23:11.974 --> 00:23:13.354 and here's three links from me. 00:23:13.714 --> 00:23:16.444 It's like you read all that stuff together and now you're basically a 00:23:16.444 --> 00:23:18.034 beginner i t BM person or something. 00:23:18.754 --> 00:23:19.444 Dan: Sure. 00:23:19.534 --> 00:23:20.404 And absolutely. 00:23:20.464 --> 00:23:22.714 I mean, and there and there's some things that we could even do. 00:23:22.880 --> 00:23:24.500 It's more of a manual effort, right? 00:23:24.500 --> 00:23:26.024 But, there is the ability to. 00:23:26.024 --> 00:23:28.950 Create an article, That has sort of your, your favorites. 00:23:29.024 --> 00:23:33.182 just , a laundry list of, if you're starting, I, I tbm here's five 00:23:33.182 --> 00:23:38.092 resources, , whether it's on community or not on community that are my 00:23:38.097 --> 00:23:39.442 favorite that you should look at. 00:23:39.484 --> 00:23:42.539 so it's, it's more of a manual effort, but there's still ways to 00:23:42.539 --> 00:23:44.219 accomplish that, I guess I would say. 00:23:44.669 --> 00:23:45.119 CJ: yeah. 00:23:45.152 --> 00:23:47.192 the great thing about this, right, is, that if you're one 00:23:47.192 --> 00:23:48.572 of those one percenters, right? 00:23:48.572 --> 00:23:51.997 Like one of those who create a lot of, , content like Mark, right? 00:23:51.997 --> 00:23:54.727 Like, then you do this stuff for people you know already. 00:23:54.727 --> 00:23:56.887 Like there's, he has a post that he maintains that has. 00:23:57.382 --> 00:24:01.222 Like 250 plus articles, blogs, videos, podcasts, et cetera. 00:24:01.552 --> 00:24:01.732 Right? 00:24:01.732 --> 00:24:04.012 Like for all, all the content that he's created. 00:24:04.012 --> 00:24:05.962 And it is amazing. 00:24:05.967 --> 00:24:08.332 Oh my God, I got a bookmark and I go here all the time. 00:24:08.382 --> 00:24:11.795 because he knows all the hidden tricks and tips about virtual agent, which 00:24:11.795 --> 00:24:13.265 I am, dealing with often, right? 00:24:13.265 --> 00:24:14.395 So I, I. 00:24:15.440 --> 00:24:16.520 It would be really amazing. 00:24:16.570 --> 00:24:20.821 If there was a way just some sort of template or some sort of, uh, you know, 00:24:20.821 --> 00:24:23.131 when you go and hit the new button, it's like, do you want to build like 00:24:23.131 --> 00:24:24.871 a curated list of links or something? 00:24:24.876 --> 00:24:25.501 You know what I mean? 00:24:25.741 --> 00:24:29.131 And you kind of pop that in there, like, you know, that might be something that I, 00:24:29.131 --> 00:24:31.021 I could see getting some, some significant 00:24:31.216 --> 00:24:31.996 Dan: Absolutely. 00:24:32.083 --> 00:24:32.683 Yeah. 00:24:32.683 --> 00:24:32.684 Yeah. 00:24:32.689 --> 00:24:33.503 No, I like that. 00:24:33.817 --> 00:24:38.724 Duke: Well, you've been there since the beginning of tech communities and there. 00:24:38.729 --> 00:24:40.984 There must have been some pretty shocking changes in that time. 00:24:41.034 --> 00:24:43.374 If you could guess, what do you think's on the road for communities, 00:24:43.824 --> 00:24:45.234 not just ServiceNow, but in general? 00:24:45.939 --> 00:24:46.464 Dan: In general. 00:24:46.464 --> 00:24:48.634 what's the future of, communities? 00:24:48.704 --> 00:24:53.174 Probably the virtual world in the real world. 00:24:53.867 --> 00:24:55.087 Becoming more intertwined. 00:24:55.327 --> 00:24:59.617 I think traditionally people have looked at communities from the perspective 00:24:59.647 --> 00:25:03.334 of back in the day, b s boards, right? 00:25:03.339 --> 00:25:07.291 And, uh, those were very, for lack of a better word, black and white, right? 00:25:07.291 --> 00:25:10.261 I mean, it's literally just typing on, a screen, right? 00:25:10.261 --> 00:25:12.091 And, and it's evolved. 00:25:12.134 --> 00:25:16.394 to more than that, to where it's, online events and networking. 00:25:16.394 --> 00:25:21.907 and I think it's gonna come more of, again, that real world matching, coming 00:25:21.907 --> 00:25:23.377 together with the, the virtual world. 00:25:23.382 --> 00:25:26.092 So more sort of interactions. 00:25:26.092 --> 00:25:30.742 You know, whether it be through, virtual reality or whether it be through 00:25:30.832 --> 00:25:33.232 physical events, it's gonna get closer. 00:25:33.441 --> 00:25:36.706 I think the, the connections amongst the individuals are gonna get tighter 00:25:36.711 --> 00:25:38.639 and tighter, from where they're today. 00:25:39.306 --> 00:25:40.596 CJ: that sounds amazing to me. 00:25:40.601 --> 00:25:43.296 I'll tell you, um, one of the things that I have a heightened 00:25:43.301 --> 00:25:47.486 appreciation for after the pandemic is in-person connections, right? 00:25:47.486 --> 00:25:48.469 I'm a digital native, right? 00:25:48.579 --> 00:25:53.412 I grew up in the inner era of, starting with, the BBSs 00:25:53.417 --> 00:25:55.607 going all the way through to where we are now. 00:25:55.877 --> 00:26:00.711 And I've always been at home, on a computer, but, being forced to be in 00:26:00.711 --> 00:26:04.367 the house and on a computer versus having that option really does. 00:26:04.367 --> 00:26:08.514 Change it a little bit, I think, and I would love to see, c community, 00:26:08.574 --> 00:26:12.924 online community evolve, To the point where it is not only just, the online, 00:26:12.924 --> 00:26:14.454 but also encouraging the physical. 00:26:14.484 --> 00:26:17.394 I actually have a, a buddy who's building a platform that's 00:26:17.394 --> 00:26:18.864 trying to do just that right now. 00:26:18.864 --> 00:26:20.964 So I really like, I really like that. 00:26:21.374 --> 00:26:23.884 Dan: I mean, yeah, just think about it and, , some people may find this a 00:26:23.884 --> 00:26:28.407 little over the top, but you know what, if there was the ability on the app to 00:26:28.407 --> 00:26:32.544 say, I'm around here and oh gosh, I see there's, you know, 15 other community 00:26:32.544 --> 00:26:33.744 members that are right around the. 00:26:34.267 --> 00:26:37.897 And let's connect, or let's meet up for coffee, and, and talk shop. 00:26:38.257 --> 00:26:41.742 , taking , that online presence and bringing it to a physical 00:26:41.742 --> 00:26:45.822 presence and sort of in a, almost in a moment in time presence too. 00:26:45.852 --> 00:26:49.092 It doesn't have to be something that is set up in months in advance. 00:26:49.232 --> 00:26:53.659 it may just be that you are, you know, you're on a business trip and. 00:26:53.934 --> 00:26:56.711 You know, you find out there's some folks in the area and you connect, 00:26:57.247 --> 00:26:58.867 CJ: this is tender for conversation. 00:26:59.562 --> 00:27:01.692 Dan: yeah, yeah, yeah. 00:27:02.442 --> 00:27:05.202 It's, it's technology tender for conversation, 00:27:05.862 --> 00:27:07.932 CJ: Yeah, I mean, I, I like it, right? 00:27:07.932 --> 00:27:12.282 I love the idea that, you can be a member of an online community and then 00:27:12.282 --> 00:27:16.332 kind of have these spontaneous meetups based on like people who are in that 00:27:16.332 --> 00:27:19.572 same community, and you guys happen to be in physical proximity to each other. 00:27:20.322 --> 00:27:24.702 Dan: And I think virtual, virtual reality will eventually also play a role. 00:27:24.752 --> 00:27:26.779 obviously it's not there right now. 00:27:26.779 --> 00:27:30.229 but I think that will be a big part of community in the future. 00:27:30.469 --> 00:27:34.059 You can go to the community, , water cooler literally, versus 00:27:34.219 --> 00:27:35.509 having to go to a forum. 00:27:35.694 --> 00:27:38.244 we can actually have a water cooler that everyone's sitting 00:27:38.244 --> 00:27:39.564 around and you can, and you could. 00:27:40.239 --> 00:27:41.709 CJ: Yeah, I think that's pretty cool as well. 00:27:41.937 --> 00:27:43.865 Duke: I would love to have it all fully integrated. 00:27:43.865 --> 00:27:48.115 So I could just like dump my Zoom information into my ServiceNow community 00:27:48.115 --> 00:27:52.662 profile and see people who are online but active in that same thread. 00:27:52.782 --> 00:27:55.662 Blur the lines between like a thread and a chat a little bit, 00:27:56.567 --> 00:27:56.917 Dan: Uh, 00:27:56.952 --> 00:27:58.032 Duke: then just like, press a button. 00:27:58.062 --> 00:27:59.622 Just like, no, here, let's settle this. 00:27:59.622 --> 00:28:01.092 Let's go and get it done. 00:28:01.385 --> 00:28:01.985 Dan: Yeah. 00:28:02.405 --> 00:28:03.155 CJ: Like automatic, 00:28:03.315 --> 00:28:04.715 Dan: almost have a breakout room, right? 00:28:04.955 --> 00:28:06.065 Duke: Yeah, exactly. 00:28:06.215 --> 00:28:06.545 Yeah. 00:28:06.725 --> 00:28:10.055 I mean, we, like all the tech has just been lying around for years, right? 00:28:10.465 --> 00:28:11.658 It's just, but. 00:28:11.925 --> 00:28:15.358 CJ: I do think it's just that, that natural evolution, of seeing all of 00:28:15.358 --> 00:28:18.685 these technologies, be implemented and doing like single purpose tasks 00:28:18.685 --> 00:28:22.088 and then combining them in ways that make sense so that people get a 00:28:22.088 --> 00:28:23.498 lot more value out of 'em together. 00:28:23.975 --> 00:28:27.478 Dan: Absolutely, it's come so far, For when I've started 00:28:27.478 --> 00:28:29.128 working on communities already. 00:28:29.138 --> 00:28:32.858 And we have a, we have a lot of, really cool and innovative 00:28:32.858 --> 00:28:34.538 things in the pipeline. 00:28:34.565 --> 00:28:35.555 and it'll come. 00:28:35.762 --> 00:28:36.752 We'll knock your socks off. 00:28:37.203 --> 00:28:38.103 CJ: Wait, wait, wait, wait, wait. 00:28:38.613 --> 00:28:42.513 You can't, uh, allude to the pipeline and talk about cool and innovative 00:28:43.413 --> 00:28:45.183 without dropping us a nugget. 00:28:45.333 --> 00:28:46.083 Give us something. 00:28:48.663 --> 00:28:51.167 Dan: Uh, give you something. 00:28:51.310 --> 00:28:54.250 I think a lot of it are some of the things that, we've been talking 00:28:54.250 --> 00:28:56.770 about, at a first pass, right? 00:28:57.190 --> 00:29:03.465 , so more of areas on community that could connect with people 00:29:03.675 --> 00:29:05.985 that are very similar to yourself. 00:29:06.025 --> 00:29:08.005 because right now it's still a little. 00:29:08.207 --> 00:29:09.977 It's disjointed, right? 00:29:10.227 --> 00:29:14.452 the intent will be there to bring people, like-minded people, together 00:29:14.452 --> 00:29:16.822 in a place for them to, to collaborate. 00:29:17.575 --> 00:29:18.185 CJ: I'll take. 00:29:19.520 --> 00:29:21.050 Duke: So Dan, one last question. 00:29:21.203 --> 00:29:23.573 communities will self manifest where the demand is. 00:29:23.573 --> 00:29:23.843 Right? 00:29:23.843 --> 00:29:25.973 That's why we have the ServiceNow community, I think. 00:29:26.503 --> 00:29:27.793 Formed around itself. 00:29:27.973 --> 00:29:31.657 And then, we've got the, ServiceNow developer Discord 00:29:31.717 --> 00:29:33.037 linking the description below. 00:29:33.157 --> 00:29:36.247 We've got the SM Dev Slack channel also linking the description below. 00:29:36.457 --> 00:29:39.727 We've got probably a good amount of Reddit communities, like 00:29:39.907 --> 00:29:42.847 there's probably sub-communities popping up all over the place. 00:29:43.447 --> 00:29:48.367 What would you say is the key advantage of the ServiceNow community Official one. 00:29:48.723 --> 00:29:52.293 Dan: I mean, you're always going to have offshoots, and some of 00:29:52.293 --> 00:29:53.673 them have clear purpose, right? 00:29:53.673 --> 00:29:56.793 , potentially offerings that we can't or aren't currently giving. 00:29:57.190 --> 00:30:00.747 but one of the key advantages is that, where. 00:30:00.917 --> 00:30:01.797 We're on top of it. 00:30:01.802 --> 00:30:03.777 We're we're watching it, right? 00:30:03.817 --> 00:30:09.157 We're capturing feedback from the community, from things that you are 00:30:09.157 --> 00:30:14.887 very overt and from things that aren't so overt that you're seeing, you know, 00:30:15.087 --> 00:30:19.500 learnings from content that's being created on the community itself, as 00:30:19.500 --> 00:30:24.510 well as, The expertise, having , a system, a ranking system built around 00:30:24.515 --> 00:30:30.393 to where, you know, you can identify, and be more confident in users answers. 00:30:30.393 --> 00:30:35.667 based off of that, , Events, learning from ServiceNow experts and, and folks 00:30:35.667 --> 00:30:40.380 like yourself, Robert, and, Steve Bell and I, everyone else that does, live events. 00:30:40.502 --> 00:30:44.933 so, there is that uniqueness where, it's something that, we're watching, 00:30:44.933 --> 00:30:50.803 we're paying attention of, and what we build is based around your needs. 00:30:51.448 --> 00:30:55.003 So, you know, a lot of these, these offshoots, right? 00:30:55.003 --> 00:30:59.743 You're, working within the confines of whatever that technology is, and you 00:30:59.743 --> 00:31:03.630 kind of have no say in what it does or whether it be, you know, discord or slack. 00:31:03.697 --> 00:31:05.227 It sort of is what it is. 00:31:05.587 --> 00:31:09.387 Whereas on community, , if there's a really great idea, we'll build it and 00:31:09.387 --> 00:31:11.127 we'll integrate that into the community. 00:31:11.497 --> 00:31:14.947 there is also the sense of of we offer evolution. 00:31:15.727 --> 00:31:18.067 To the product based off of your needs. 00:31:18.450 --> 00:31:19.770 Duke: That's a point I hadn't considered. 00:31:19.770 --> 00:31:22.780 I usually think of it in terms of day to day. 00:31:23.022 --> 00:31:28.288 I participate in all of them and so I feel SN Dev Slack has 00:31:28.448 --> 00:31:30.458 a certain speed and immediacy. 00:31:30.518 --> 00:31:33.068 Like if I have a short question that I know could be answered in like one 00:31:33.068 --> 00:31:37.388 or two or it's a yes no or something like I go to SN devs because it 00:31:37.388 --> 00:31:39.338 gives me that like really snappy. 00:31:39.368 --> 00:31:42.368 You can watch it happen, but it's often too fast. 00:31:42.578 --> 00:31:45.188 And not conducive to longform content. 00:31:45.188 --> 00:31:48.458 And I love ServiceNow community because it lets me, like, you know, I maybe 00:31:48.458 --> 00:31:52.308 have a deep philosophical question on is this thing right in this circumstance? 00:31:52.488 --> 00:31:57.138 And then we can trade longform ideas like some kind of like old school Greek forum. 00:31:57.378 --> 00:32:02.688 You know, we can argue the philosophy of it, or, or I can give you a deep 00:32:02.688 --> 00:32:06.048 explanation like here's, here's the 10 lines of script, but also a hundred 00:32:06.048 --> 00:32:07.608 lines of explanation about why you do it. 00:32:07.608 --> 00:32:07.818 That. 00:32:08.313 --> 00:32:08.673 Dan: Hmm. 00:32:08.733 --> 00:32:10.023 Plus it's searchable, right? 00:32:10.028 --> 00:32:14.220 I mean, slack, it's there and then it's gone eventually versus, 00:32:14.850 --> 00:32:17.040 community content is, is accessible. 00:32:17.337 --> 00:32:21.297 So when somebody has, when somebody has that same question, you 00:32:21.297 --> 00:32:23.607 know, hopefully you'll be able to, you can reference it, right? 00:32:23.682 --> 00:32:24.372 Duke: Oh man. 00:32:24.522 --> 00:32:28.392 But speaking of searchable, that like I still get likes come up on my feed 00:32:28.392 --> 00:32:30.872 about posts that are over five years old. 00:32:31.462 --> 00:32:31.952 Dan: Yeah. 00:32:32.262 --> 00:32:33.602 Yeah, absolutely. 00:32:33.662 --> 00:32:34.922 Duke: And it's like crazy. 00:32:34.922 --> 00:32:36.662 I'm like, is that actually still useful? 00:32:36.692 --> 00:32:37.322 Dang. 00:32:37.972 --> 00:32:38.462 Dan: It's 00:32:38.462 --> 00:32:39.102 useful to someone. 00:32:39.162 --> 00:32:39.582 Duke: engine. 00:32:40.058 --> 00:32:40.478 CJ: Yeah. 00:32:40.478 --> 00:32:42.908 You know, that's funny because I get those emails, I'll still 00:32:42.908 --> 00:32:47.258 pop up something like from an API question, like from five years ago. 00:32:47.258 --> 00:32:48.188 And it's like, what? 00:32:48.188 --> 00:32:52.268 People are still like liking this thing and it's like, okay. 00:32:52.298 --> 00:32:53.558 But then I think about it, right? 00:32:53.558 --> 00:32:56.558 And there's, there's been some times I've, some of this content 00:32:56.558 --> 00:32:57.548 is just evergreen, right? 00:32:57.548 --> 00:32:59.918 Like some parts of the platform don't change very rapidly. 00:33:00.428 --> 00:33:05.092 And so, you make a post that happened to be very well received, you know, eight 00:33:05.092 --> 00:33:10.235 years ago, and it sticks around because it's still good eight years later, Because 00:33:10.235 --> 00:33:15.545 that part of the platform is still working the same exact way and it's still insanely 00:33:15.545 --> 00:33:17.375 useful to folks to know how to build it. 00:33:17.787 --> 00:33:21.327 Dan: Absolutely, there's certainly some content that has a long shelf 00:33:21.332 --> 00:33:23.000 life, and then some that doesn't. 00:33:23.150 --> 00:33:28.253 And one of our goals in our drivers is to do a good job at 00:33:28.277 --> 00:33:30.947 hopefully identifying the content that does have the long shelf life. 00:33:31.488 --> 00:33:32.748 And maintaining it. 00:33:32.878 --> 00:33:36.295 , but we also have to do our due diligence , in deprecating content and 00:33:36.295 --> 00:33:40.405 archiving, things that aren't being used because, it becomes more problematic 00:33:40.478 --> 00:33:46.215 to find content of value if we have the system bloated with, content from 00:33:46.215 --> 00:33:47.505 eight years ago that doesn't make. 00:33:48.295 --> 00:33:49.225 Duke: Yeah, hear that. 00:33:49.445 --> 00:33:50.915 All right, we are at time. 00:33:50.915 --> 00:33:53.015 So Dan, any last words for the community? 00:33:53.478 --> 00:33:57.888 Dan: I would say if you're not a member already, join And if you are, we 00:33:57.888 --> 00:34:02.962 appreciate it as well as if you ever have feedback about the community, good, the 00:34:02.962 --> 00:34:05.298 bad, the ugly, please reach out to us. 00:34:05.348 --> 00:34:09.098 , we're always open to constructive criticism and positive feedback. 00:34:09.217 --> 00:34:10.837 And there's a lot of good things to come. 00:34:11.098 --> 00:34:13.038 Duke: Uh, how would they get entire tape with you, by the way? 00:34:13.243 --> 00:34:16.573 Dan: they can either post the feedback form or reach out to 00:34:16.573 --> 00:34:18.523 me directly, if they'd like. 00:34:18.523 --> 00:34:22.303 And my emails, dan bar servicenow.com. 00:34:22.813 --> 00:34:23.473 Duke: All right folks. 00:34:23.473 --> 00:34:24.373 We are at time. 00:34:24.373 --> 00:34:25.783 This is episode number 81. 00:34:25.783 --> 00:34:27.193 We still don't have an outro. 00:34:27.313 --> 00:34:28.393 We will see you on the next one.