Aws Knowledge Network Building Managing Expert Communities at Scale Arc203

Title

AWS re:Invent 2022 - AWS knowledge network: Building & managing expert communities at scale (ARC203)

Summary

  • John Bell, leader of AWS Technical Field Communities (TFCs), and Sesi, AWS Knowledge Management Senior Manager, presented on building expert communities within AWS.
  • They discussed the challenges of scaling knowledge as AWS grew, the importance of identifying and utilizing experts, and supporting employee learning and growth.
  • John introduced TFCs, which are communities of experts that collaborate globally, enable learning and mentorship, and act as a scaling mechanism for AWS.
  • TFCs are structured around service or technology knowledge and industry segments, with a focus on inclusivity and global scope.
  • Members of TFCs collaborate on content, solution guidance, and support customers through various engagements.
  • The presentation highlighted the benefits of TFCs for individuals (recognition, skill-building, collaboration) and leaders (employee development, standardized reporting, efficient access to experts).
  • Sesi introduced Repost, an authoritative online community platform for AWS knowledge sharing, which addresses the limitations of traditional public forums.
  • Repost offers benefits such as authoritative sources, expert community engagement, better community engagement, and integration with AWS support.
  • New features of Repost include personalized notifications, multi-language support, community-generated articles, and the ability to link multiple AWS accounts to a single profile.
  • Best practices for creating managed communities were shared, emphasizing scope, inclusion, leadership alignment, resourcing, automation, and making the experience enjoyable.
  • Future plans for Repost include merging with Knowledge Center, expanding language support, and making translated content more available.

Insights

  • AWS has recognized the need to scale knowledge sharing and expertise as the company and its service offerings grow. This is critical for maintaining service quality and innovation.
  • The creation of TFCs and Repost reflects AWS's commitment to building structured, scalable communities that can support both internal employees and the broader AWS customer base.
  • The integration of Repost with AWS support ensures that customers have a reliable channel for technical assistance, which is a significant value-add compared to traditional forums.
  • The emphasis on inclusivity and global scope within TFCs suggests that AWS values diverse perspectives and wants to ensure that knowledge sharing is not limited by geography or organizational boundaries.
  • The gamification elements in Repost, such as earning points and badges, are designed to encourage community participation and knowledge sharing.
  • The planned merger of Repost with Knowledge Center indicates AWS's strategy to streamline knowledge resources, potentially making it easier for users to find and access information.
  • The insights from the presentation can be valuable for any organization looking to build or manage expert communities, as AWS's approach provides a model that balances structure, scalability, and community engagement.