SaaS Applications and their “community” nature (part 2)
Today, we shall give some practical ideas of how this community could interact and share and the topics of that conversation.
The easiest way to do this, outside the SaaS space is through a dedicated blog of the SaaS vendor, on their web site etc. But, from personal experience I can assume that not many users would be eager to visit that blog each day and find out what’s new. Instead, if they had these news “popped up” upon their login in the system, you would be almost certain that they would have read about it.
In addition, the application should allow the user to adjust their personal favorites; change RSS sources, add more etc. And even, share these sources with the community (see “virtual forum”, below)
Again, such service could be provided by a blog or a forum in the web site of the vendor (e.g. ZOHO CRM), but what better place to store that knowledge than the SaaS workspace itself. And finally, the resolution of the issue could be transmitted to the community in just seconds (remember that in that SaaS space, everybody has a named user profile and a declared email!)
If we try to imagine the evolution of this, we could end up with a solid “knowledge database” in our hands. Technical tools such as “full text search” would allow everybody to do a “fuzzy” search in the issues that have been discussed.
I thing we’ve made our case: Any SaaS workspace is a potential community and technology can serve as an enabler of problem solving inside the boundaries of that community. In one of my next posts, I will go one step further and talk about co-operation and synergies between SaaS tenants. After all, a “community” is not just a collection of people who “help” each other. It is also a collection of people who may work together for their common good…