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Jive-n & Jive-x

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Every quarter we add new analytical functionality to our Jive platform to give community manager new ways to understand the community. In the past these analytical capabilities have been focused on giving managers the ability to track adoption and activity. Over the past quarter, we have engaged actively with our Senior strategist to define an engagement metric that allows community managers to measure engagement. While the activity and adoption measures provide an accurate gauge of community health, they don't account for how engaged a community is. Its very possibly for a community to have a lot of activity and adoption , but it may not have the necessary engagement needed for a sustainable community. The Engagement Index chart provides this capability to measure and track engagement.

 

Additionally, we've re-organized the reports so community managers can easily find the reports they are looking for. We're also introducing unique capabilities: the user interaction diagrams which show who's talking to who and allows community managers to track vibrancy.This chart allows community managers to track vibrancy and identify teams or departments that may be set up as silos

 

Product Discussion with Claire Flanagan, Director of Business Value Strategy.

 

 

Engagement Index

The Engagement Index chart can be used to review community engagement as well as user activity, and watch how this changes over time. Typically, organizations calculate community engagement based upon responses to visitor surveys. With this release, we introduce a new metric "Engagement" which uses activity data to measure engagement. Given that data is used to define Engagement of a community, it makes it very easy to track engagement without having to surface complex surveys.

To calculate Engagement Index, we take the total activities for a particular period and divide them by the total active users for the same range. The higher the number, the more engaged the community.

 

EngagementIndex+v1.2.png

Metric Definitions:

Engagement Index per Month = Total Activities for that Month / Total Active Users for that Month

Engagement Index per Day = Total Activities for that Day / Total Active Users for that Day


User to user interaction report - Walk thru



User to User interaction chart

The user to user interaction chart allows community managers to track vibrancy of a community. The vibrancy gauge allows managers to ensure that different departments or locations are interacting actively with each other thus ensuring that the community is sticky and engaged.

The chart allows you to answer questions like: 'Are employees in the new Shanghai office collaborating with their San Francisco counterparts?' or 'Which departments in my company are most silo-ed?'. In one vivid snapshot, the chart showcases the breadth and depth of interaction amidst a company's employee base. Community managers can filter the chart by any of the defined user profile fields (hidden or otherwise).

 

User2User_Interaction4.png

 

56% of executives believe that addressing  cross-functional collaboration issues is key to their their digital transformation efforts.

                                                                                                                    ~ Altimeter Group Digital Transformation Survey, 2014




Navigating to the Chart

Click on the User icon and the links menu opens up. Scroll to the bottom of the list and click on the 'Community Manager Reports'.


Menu.png

 

On the new navigation scheme, there are two new menu times User to User interaction chart and Engagement index.

 

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Revised Navigation Scheme

The navigation scheme for the reports has changed. Here is an updated version of the navigation scheme. This image below assumes that you have access to all the reports. Certain customers may not see all the reports as they may not be on the cloud infrastructure for analytic.

If you are interested in exploring these reports or are interested in learning more about the moving your data to the cloud, contact customer support.


RevisedNav.png

FAQs

QuestionAnswer
What are the filtering options available for the User to User interaction chart?In addition, to the ability to filter by time, any profile field (hidden or otherwise) is available  as a filtering option.
What are the filtering options for the Engagement index chart?The Engagement index chart can be filtered by time.
What kind of interactions are tracked in the User to User interaction chart?

User-to-user interactions include any sort of interaction between 2 users. For Example :

  • User A views Document written by User B
  • User A comments on Document written by User B
  • User A likes a document written by User B
There are some reports in the new navigation menu that I don't see in my community instance?

Certain on-prem and hosted customers have not moved their data to our cloud platform (Cloudalytics). If you want access to these additional reports, consider moving your data to our cloud infrastructure.

For the user to user interaction chart, how many profile elements for a given profile item show up on the User to user interaction chart?The top 10 most active profile elements show up on the User to user interaction chart. This helps ensure that the smaller less active groups don't dilute the analysis
Betty Ho

Deep Dive: Support Center

Posted by Betty Ho Jun 29, 2015

The most prominent and proudest capability of the 2015.2 release is the brand new Support Center. The experience is centered around the end user needing help or looking for information and answers to their questions. We've taken years of experience in enabling self-service support communities and applied rigorous research to create the right solution that delivers significant business value. With a few simple clicks, community managers can quickly configure a dedicated support experience within the Jive community.

 

Faster deployment, easier management and a better end user experience drives all the goodness organizations need in a support community: higher degrees of case deflection, lower support costs and more satisfied employees, customers, and partners.

 

 

Why support requires a dedicated experience


One of the greatest strengths of the Jive platform is its versatility when it comes to helping employees, customers, and partners work better together. Jive makes it possible to communicate and discuss the latest news, find an expert, crowdsource ideas, and work on a project that involves multiple teams and applications.


But when a user needs help, they are likely to take the path of least resistance. Asking users to sift through an entire community of information will result them being frustrated and finding other alternatives for support. By creating a dedicated support experience, we can remove the noise and guide the user down a path of resolution as quickly as possible, saving time and reducing volume of support calls.


At the end of the day, in order to achieve the benefits of a self-service support community, it must be the fastest and easiest place to go when help is needed.

personas.png

    Support Center personas to guide user centered product design.

 

 

Watch the video below to see it in action!



 


Video Transcript

 

This is a demo instance of our 2015.2 release. As you can see, I've already enabled the Support Center and added it to the primary navigation.


 

When I visit the support center, I can simply start typing my question and I'll get immediate results. These results come from the entire community, but they are limited to support specific content types such as documents, questions, and video. Our search algorithm goes beyond traditional keyword ranking and uses social signals to push official and helpful content the top.


 

Users can further refine their search by quickly filtering the results by place, category, and content type.


 

If a user isn't sure exactly what to type or would rather browse the available information, they will see a list of support center places below the search box. Each place will display featured and trending content. Clicking on a place will not take the user away from the support center, rather it will immediately show them support content types within that place and enable them to further search or filter by category within that place.


 

If the information they need doesn't already exist in the community, we provide some additional support options to guide them down the right path. In this case, they can either post their question to the community, create a ticket, or email the help desk.


 

And any support experience would be incomplete without the ability to get help on the go. The Support Center is optimized for mobile and designed to be fully responsive for all screen sizes and devices. You can see how the experience adjusts by simply dragging your browser window smaller. The user is guided down the same path, with the ability to search, browse, and filter content.


 

Now let's take a look at how the support center is configured. We've added a special entitlement that can be granted to support managers so they can configure this experience as needed.


 

Once that entitlements is granted, the link to configure the support center will be available. And configuring the support center is a breeze. With a simple click and type interface, the user can change the background image and stye, as well as all the text on the page to align with your brand or culture.


Any place in Jive can be added to the support center. Support center places are grouped into sections and can be placed in a specific order. Adding a new place is as simple as choosing it from a list.


 

At the bottom of the page, you can configure additional support channels such as telephone, email, or IM, giving the end user a range of options for additional support. Adding a new support channel is as simple as writing your text and pasting a link.

Support+Center+1.png

 

 

Frequently Asked Questions


Is Support Center a paid-for module?No. Support Center is available with the core product.Support+Center+2r.png
Are the new tiles for support center dynamic?  Based on categories/tags? Or are they manual like the current set of tiles out there today?Not tiles at all - more like the news config where streams are set up and fed with content. In the support center config. you simply select the places you want to feature and you can organize them in sections.
How would you navigate to support places? Looks like clicking on the tile takes you to filtered search results, not a place?Correct. We plan to add a link to "go view the group" to the support experience, but the design intentionally keeps them in the support center and shows them the content from the group to make it fast and easy. Taking a user to a group adds too many variables and distractions when they have a problem and need help.

Is the Support center available to turn on only in Jive-x instances or also Jive-n?

It is also available for Jive-n - but it's limited availability - not GA. This means that it's a feature that is still in flight and it can / should be turned on in some instances and not others until it's complete.
Any way to reverse the comments - so latest comments first rather than last?  Getting asked that by existing customers.The new questions will order by most helpful rather than time. Existing discussions work as they do today, but we are looking at combining comments and discussions into a singular threaded conversation that could be ordered in a number of ways, including newest to oldest. In order to do that, we have to change our threading algorithm to work with reverse ordering, since the newest comment could be in the middle of some random thread and it has to be rendered correctly.
Is my understanding correct that Support Center surfaces questions and answers from across Jive Community as a whole, so it cannot be used in communities that have spaces/groups on different topics.It does surface questions and answers from across the Jive community as a whole. This is similar to how the "Ask a question" widget / tile has worked on the global homepage for some time. In our experience, we've found that discussions and questions in others groups can often be the information an end user needs to deflect a case. We built the experience so key support places can easily be listed for quick filtering to a group or category.
What is the search scope for support center search?The default search is global, but it only returns documents, questions, and videos. If a support center places is selected, search will be scoped to that place.
How does someone on Jive-x pilot Support Center without turning it on in Production?  Is there a sandbox?Cloud customers can get access to a preview instance. Hosted customers generally have a staging environment.
What will happen to the current tickets submitted in to support that we have not received a reply to?Only questions that get created after the add-on is configured will be monitored according to the SLA for ticket creation. Existing questions will not automatically generate tickets.

 


Nick Hill

At Jive, we are constantly looking for ways to make it simpler and easier to integrate Jive with your existing tools and workflows. In support of that goal, we're delivering the new Jive connector for Lync with Jive-n 2015.2.This new connector is built as an add-on, and can be installed to any Jive instance on demand via our add-on framework. When installed, your Jive-n users will be able to initiate Lync calls and IM chats from within the Jive community, as long as they have Lync client installed on their machine.

 

Functionality

The add-on allows users to initiate any of the following 3 actions:

Lync Call

Lync Chat

Lync Phone Call

icon-lync.png

icon-im.png

icon-phone.png

 

 

 

To facilitate quick transition from Jive to communicating with the right person or group of people, the add-on adds the appropriate actions in the following places:

 

Contact a specific person from his profile page...

 

Lync - Profile - marked.pngLync - hover - marked.png


Or start a group chat with the people that collaborate on a document or are members of a space. By clicking on the "Start Lync" action under the APP ACTIONS section, you will be able to review, add or remove people from the conversation before launching the Lync client:

Lync - document - marked.png

Installation and Configuration

Easy installation and configuration was one of our top priorities. That is one benefit for packaging this new capability as an add-on. Any Jive user with Admin or Community management privileges can install this add-on from the add-ons management screen. In addition, because it is installed as an add-on, it can be added to Cloud, Hosted and On-prem instances at any time. Updates and bug fixes can also be deployed more frequently, since apps are not tied to scheduled Cloud releases.

 

When it comes to configuration, the add-on has only two pieces of information it requires in order to function properly: A user's email address and a user's phone number. The email is used to initiate Lync calls and Lync Chat sessions. The phone number is required to initiate Lync phone calls. All you need to do is configure the names of the fields that contains the phone number and the email address in your Jive's instance user profiles

 

Lync - configuration 2.png

 

FAQ

 

Q: What about the existing Jive OCS/Lync connector?

Some of you may be using our older OCS/Lync connector and are wondering why are we releasing yet another Lync connector. The new connector is meant to be a superior replacement to our current OCC/Lync connector. We encourage you to switch to this new add-on before our next release, Jive-n 2015.3, which is when we plan to stop supporting the older connector. Switching is easy - please see the question below for specifics.

The new connector provides several benefits over the older connector:

  1. Can be added to Cloud, hosted and on-prem instances with the same code base, delivering updates on-demand, thanks to it being an add-on delivered from the global registry.
  2. Easier to configure, since there is no need to provide any Lync server information.
  3. The ability to start a multi-participant chat or meeting based on the Jive context.


Q: I am on the older OCS/Lync connector, how do I switch?

Neither the old nor the new connectors store any data. As such, switching is easy. You simply disable the old OCS/Lync connector and install the new add-on. No data migration is needed.


Q: How do I install the new Jive connector for Lync?

Most customers can simply download the new add-on from the global registry and start testing the app. Notice that for production use you will need to contact your sales representative to purchase this new module.

Air-gapped customers will need to contact their PS or sales representative in order to get the appropriate installation files.


Q: What are the supported versions and configurations for the Lync add-on?

  • Jive: Cloud (Essentials, Essentials+, Enterprise), Hosted 7.0.3.1+; On prem 7.0.3.1+ ; air-gapped
  • Lync: Lync 2013, Lync 2010, Skype for Business
  • Browser : Chrome, FF, Safari, IE9+

Betty Ho

A Sneak Peek: Jive-n 2015.2

Posted by Betty Ho Jun 29, 2015

It really has only been three months since our last major cloud release; and the next spanking new release is here! We're very excited to start showcasing the soon-to-be-released cloud features for internally-facing communities. Another sneak peek overview post covering the equally exciting Jive-x 2015.2 for external communities can be found here.

 

But wait, what is 2015.2?

This release not only introduces new functionality, it also brings a new naming convention. To eliminate confusion due to seasonal differences (what the northern hemisphere considers summer is winter on the other side) and to make it easier for everyone to uniquely identify a particular cloud release, we've opted for a new naming convention. From this release, names will be determined by the year in which they are made followed by a major release number. As this is the second release in 2015, it is named 2015.2; the subsequent one will be 2015.3. Should we need to deploy a maintenance release to 2015.2, it will be labeled 2015.2.1 and so on.

 

Release Timing

Preview Wave – Tentatively scheduled for June 4

Customer Webcast - Tentatively scheduled for second week of June

General Availability – Tentatively scheduled for end of June

 

Preparing for the Release

  • Feature Toggles reinstated: The Winter 2015 release was the first time we introduced "feature toggles" as a way to empower customers to consume innovation at their own pace. In this release we continue on that with Support Center as a limited availability feature that can be toggled on when you are ready to consume it. In addition - based upon customer feedback, the feature toggle capability for News will be available in this release as well - so our customers have until the next cloud release to prepare to turn News on for their communities.
  • The preview documentation process also carries forward: As with the previous cloud release, draft documentation will be made available during the Preview wave.


Jive-n as the Social Intranet

The Jive-n 2015.2 cloud release super-charges Jive as the new, modern, social intranet with better content management functionality, robust self-service capabilities, powerful analytics to measure engagement of employees and integrations that make Jive even stronger as the connective tissue between an enterprises' systems.

 

Features and Enhancements

Bulk Upload

Bulk upload is one of our top customer requests and it comes to life with 2015.2. The bulk upload functionality makes it so much easier to create and manage image galleries in Jive. It also removes a lot of the friction involved in migrating over documents from another system.

food jpgs for bulk upload.pngFAQ.png

 

Moving batches of files and photos - of any type or any combination - into Jive is made effortless with a simple drag and drop functionality. Users can also associate tags with the batch upload which will then apply to each individual file that is part of the batch.

 

Copy Document

Documents now have a "Copy Document" action that will clone the title, body, and publishing information (place, category, tags) into a new piece of content.

Copy_Doc.png

Documents can be copied to different places if you want to push out a clean version and empty comments. This is great for posting release communications to different audiences such as customers and partners. You can also use a document as a template that can then be used again and again to easily recreate documents. You'll notice the link at the bottom of this screen. This link can be used in a widget or a tile or an external system to create a copy of this particular document. So you if you want a tile on your group homepage to say "Submit a request", it could point to a template that would have the body filled out already.

 

This feature can also be used for working privately with your team and then pushing out a clean copy to the support center or even as a blog post to the News stream. Now it's easy to collaborate on your corporate communications privately, and then push out a fresh version to the company blog after it's reviewed.

 

 

Employee Support Center

Today's market dynamics, together with an increasingly global, mobile and diverse workforce are creating sizable new employee support needs within the workplace. In many companies, this means more load and support tickets to employee service departments such as IT, HR and Facilities. It does not have to be that way. An easy-to-use self-help portal can enable employees find what they need and dramatically cut the need for creating support tickets. The Employee Support Center brings this to fruition with the 2015.2 release.

Support_Center1.png

The Support Center, which is a sub-section within the Jive Community, makes it easy for employees to find existing help content (such as documentation, tutorials and FAQs) or to ask questions and get answers from colleagues and support staff.

Employees can use this self-service center in two ways:

  1. Browse for existing content by clicking on the relevant place listed in the Support Center.
  2. Search to find existing content or answers to their question and refining the search results via place or category filters

If they are unable to find any relevant answers to their question, the center can be configured to list other support channels such as enabling posting a new question for colleagues or support staff to answer, link to call the help desk etc.

 

For this release, the Support Center functionality is being released as a limited availability feature and will be hidden behind a feature toggle for our customers. Even after the feature has been toggled on, customers can decide if they want it in the top navigation as a primary link or if they want to add it as part of a sub-menu elsewhere - for example, in a widget or a tile.

 

 

Engagement Analytics

56% of executives believe that addressing  cross-functional collaboration issues is key to their their digital transformation efforts.

~ Altimeter Group Digital Transformation Survey, 2014

Collaboration across functions, hierarchies and business units is at the heart of modern business processes. But companies do not have the tools to even view, let alone measure, how their employees are collaborating across departments and geographies. How amazing would it be for companies to have answers to questions such as 'Are employees in the new Shanghai office collaborating with their San Francisco counterparts?' or 'Which departments in my company are most silo-ed?' right at their fingertips!

 

Our new, beautiful engagement reports are here to shed light on exactly those kinds of questions! In one vivid snapshot, they showcase the breadth and depth of interaction amidst a company's employee base. There are filters to provide views into interactions at a departmental level, group level or geographic level.

engagement_reports1.png

We have one other report that is part of this release - the Engagement Index Report. Typically, organizations calculate employee engagement based upon responses to employee surveys. With this release, our Jive-n customers will be able to add valuable data points to that measure via our new employee-activity based Engagement Index Report.

Engagement+Report+2.png

These powerful reports and visualizations are a manifestation of the rich underlying data platform and social graph that stores and analyzes the multitude of interactions between content, people and places.

 

Integrations

Google Integrations

Our Google integrations has been one of the top favorite of our customers. During the previous cloud release, we officially GA-ed our Google Docs integration. With this release, we have made vast improvements to the file + permission syncing and identity handling capabilities of the Docs integration. We are also enhancing the Gmail cartridge to bring even more Jive content such as rich people information into your Gmail account.

 

Microsoft Integrations

Enabled by our Esna partnership, we have a completely revamped version of our Lync integration available with this release. The new integration is based on our Add-on framework, thus enabling non-disruptive Jive instance upgrades, easy configuration and smooth deployment. This new add-on also adds the ability to start a multi-participant chat or meeting based on the Jive context. For example, you can now start a Lync meeting based on a group or project's members, as well as the participants in a Jive discussion or document contributors.

 

And more!

Enhancements to News

With every quarter, Jive Cloud is becoming more attractive -- for the compelling new features and for the continual polish to existing ones. Aside from all the features mentioned above, we continued to polish our existing ones with this release - a noteworthy one being the flexibility incorporated into the News feature based upon feedback from our Jive Community. The feature toggle capability will be available in this release as well, so our customers have until the next cloud release to prepare to turn News on for their communities. In addition, we added the ability in the theming tool to enable renaming the News link or even completely taking it out of the top navigation.

 

Spotlight Search Redesign

Spotlight search, the quick search experience that returns immediate results, was redesigned and included in Jive 8 for on-prem and hosted deployments. With the 2015.2 release, it's getting rolled out for cloud deployments. Improved experience and performance of spotlight search makes it easy to get back to a set of recently accessed items.

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Performance

We continue to enhance the product to deliver improved performance. Just on average page load time alone, we've made tremendous improvements of 40% comparing Q3 2014 to Q2 2015. We expect further improvements and will  publish the numbers as they become available.

 

Jive Cloud Admin

Jive Cloud Admin (JCA) is a powerful tool for managing installations deployed to the Jive cloud. With this release, JCA enables us to provide instance specific upgrade and maintenance schedule notification to the administrators of any Jive cloud instance. So admins - when your jive instance / employee community is scheduled to be upgraded, we will now notify you right in your own environment! No more missed messages!

JCA.png

Additional Preview Feature: Improved Content Types

In this release, we also made significant improvements to two content types, namely documents and discussions / Q&A. When end users are looking for support, the two primary content types they interact with are: Q&A and knowledge base. In alignment with the support use case, in this release we improved the documents experience and added a variation of discussions – Q&A. Note that these are Preview / Beta Features - i.e. features that are made available mainly for advance planning and early feedback. Feel free to toggle them on and play around with them in your preview instance if you have one; but we recommend that they remain toggled OFF in your production instances. These new content types will remain off by default until future releases when rest of the content types have been enhanced as well. This enables us to ensure a consistent experience across the board.

 

Q&A

Users can choose to post questions to the community and as before: questions are a "type" of discussion. The experience is targeted around questions with some lightweight comments or specific answers around a topic. The view experience for questions has been enhanced such that Jive will display first response as potential answers with a helpful (up /down) mechanism and the ability to mark as the correct answer. The correct answer will be summarized at the top. Potential answers will be shown by "most helpful"

Discussions.png

Documents

You can see how the document content type is evolving from an experience perspective. The sidebar has been removed and options of "similar content" and mentions moved towards the bottom. All social sharing elements have been moved to the top right corner for quick and easy access.. The document itself can he marked helpful or not. Based on this vote, it surfaces to the top of the list when someone is doing a search.

Docs.png

This is yet another key release for us and we are so excited to be sharing a sneak peek of what's to come with you. As with every release, please stay tuned for a release webinar and further Deep Dive blogs highlighting the key features listed above. We are eager for your comments and feedback, so let us know what you think.

 

Thank you for the continued love, inputs and ideas!

Betty Ho

Sneak Peek: Jive-x 2015.2

Posted by Betty Ho Jun 29, 2015

It really has only been three months since our last major cloud release; and the next brand spanking new release is here! We're very excited to start showcasing the soon-to-be-released cloud features for external communities. Another sneak peek overview post covering the equally exciting Jive-n 2015.2 for internal communities can be found here.

 

But wait, what is 2015.2?

This release not only introduces new functionality, it also brings a new naming convention. To eliminate confusion due to seasonal differences (what the northern hemisphere considers summer is winter on the other side) and to make it easier for everyone to uniquely identify a particular cloud release, we've opted for a new naming convention. From this release, names will be determined by the year in which they are made followed by a major release number. As this is the second release in 2015, it is named 2015.2; the subsequent one will be 2015.3. Should we need to deploy a maintenance release to 2015.2, it will be labeled 2015.2.1 and so on.

 

Release Timing

  • Preview Wave – Tentatively scheduled for June 4
  • Customer Webcast - Tentatively scheduled for second week of June
  • General Availability – Tentatively scheduled for end of June

 

Preparing for the Release

  • Feature Toggles - The Winter 2015 release was the first time we introduced "feature toggles" as a way to empower you to consume innovation at your own pace. In this release we continue to make use of the ability by offering the Support Center as a limited availability feature that can be toggled on when you are ready to deploy it. Since we furthermore made significant improvements to two content types (documents and discussions / Q&A) as part of a wider innovation effort, these too will be turned off, to ensure a consistent experience across the board. In addition and directly based upon your feedback, the feature toggle capability for Targeted News will remain in place so you have until the next cloud release to prepare for the capability.
  • Preview documentation - Similarly and as introduced with the previous cloud release, draft documentation for the update will be made available during the Preview wave.

 

Features and Enhancements


Support Center

The most prominent and proudest capability of the 2015.2 release is the brand new Support Center. We're making it super easy for administrators and community managers alike to deploy focused support environments and do so through configuration alone. Building on our vast experience in rolling out support communities that deliver business value, the fully templated approach quickly brings together relevant information from throughout the community and links to more back-end CRM systems than before. The end user experience is streamlined, from finding answers to questions to contributing knowledge, stimulating further engagement and bringing together approaches and mechanisms that are defacto standards that end users expect. Faster deployment, easier management and a better end user experience drives all the goodness organisations need in a support community: higher degrees of case deflection, lower support costs and more satisfied customers.


End user experience

Screen+Shot+2015-05-26+at+7.06.27+AM.png

We have taken our years of expertise in working with the customer support use case and applied rigorous research to deliver the right solution. The experience is centered around the end user needing help or looking for information and answers to their questions. This is enabled through a dedicated new page that can be accessed through the “Support” tab on the top level navigation bar, keeping in line with the Targeted News introduced in our previous release.

 

 

There are three main driving factors when end users look for support and the new landing page is designed around these primary constructs:

 

  • Search: I know what I am looking for and need a specific answer

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As soon as users start typing, relevant results are immediately shown, be they answered questions, documents or videos across the community.  Results are sorted based on social relevance (taking cues from activity, freshness of content etc) and users can also filter by place, category, content type or state of the document (final, official etc) to narrow down the information further.

 

  • Browse: I would like to browse the different articles and educate myself further or look for options

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When the end user doesn’t know exactly what they are looking or is exploring content, they can browse. They can navigate through various sections, which are essentially categorized based on places within the Jive community.  Once a user selects one of these sections, they are shown a search experience with a pre-selection of filters based on the category they chose and which may reveal additional categories / tags to further narrow down the content.

 

  • Additional support channels: I need an immediate answer or escalation channels

Still need help.png

A configurable list of additional support channels such as telephone, email, IM or direct creation of a case in the ticketing tool can be presented also, giving the end user a range of options for further or additional contact.

 

Admin Experience

The admin experience for support center is built around simplicity and ease of setup. Firstly, there are new entitlements for the support owner. Community managers and administrators can give control to support teams to control just the support part of the experience. With access to a subset of the admin console, support administrators can configure a number of options, including look and feel of the support page, which content should be shown and categorized as well as configuration of the additional support channels on offer.

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Integration with Ticketing systems

Integration with Zendesk is being developed and will be released shortly. Support Center places can integrated directly with Zendesk ticketing to automatically escalate unanswered questions after a configurable amount of time into cases, similar to the existing CRM Connector.



Engagement Analytics

A lot goes on in your communities and it's understanding those goings-on that gives you insight and drives the way you manage and maintain your them. The Community Health report in previous releases was a tremendous start; with this release we're introducing ever more sophisticated metrics. First, we've re-organised the reports so community managers easier find just the one they are looking for. New reports then show community engagement over time, captured in the Engagement Index. We're also (again!) introducing unique capabilities: interaction diagrams show who's talking to who. It will confirm, for example, that Product Management is fully engaged with the Customer Champions. It will reveal how perhaps customers from one region are unaware of each other and simply don't communicate, which in turn may influence the decision to host a local user group. Easy to use, this deep insight gives the measurement aspect needed to drive purposeful control.

 

Engagement Index

You can use the Engagement Index chart to review community engagement as well as user activity, and watch how this changes over time. Typically, organizations calculate community engagement based upon responses to visitor surveys. With this release, you will be able to add valuable data points to that measure via this new, end user activity based Engagement Index Report. To calculate Engagement Index, we take the total engagement activities for a particular period and divide them by the total active users for the same range. The higher the number, the more engaged the community.

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User to user interactions

Collaboration across functions, hierarchies and business units is at the heart of modern business processes. But you do not have the tools to even view, let alone measure, how community members and employees are collaborating across groups and geographies. How amazing would it be to have answers to questions such as 'Are customers in the new Chinese market finding and engaging with their USA based peers?' or 'Which products that my company offers are most silo-ed?' right at your fingertips? Our new, beautiful engagement reports are here to shed light on exactly those kinds of questions! In one vivid snapshot, they showcase the breadth and depth of interaction amidst a company's community base. There are filters to provide insight into interactions at a product, group or geographic level.

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Mobile Enhancements

Your communities are by no means 9-5, so why should moderation be? Until now, administrators and community managers had to be at their desks or on call to moderate content and users as well as make decisions to ban individuals or not. No more! A brand now mobile app lets them keep a clean and productive community on the fly. With full, interactive access to their inbox, moderators can quickly browse user profiles and have all the information at their fingertips to make a decision on whether to approve or deny. The result is more effective and happier moderators with end users appreciating the faster decision times, driving up customer satisfaction.

Fake company Inc.pngkeith mitchell.pngbanned.png


And More!


SEO improvements

We have made significant progress in SEO and focused this release around removing duplication and multiple references to the same content and fixing issues that help with better Google search indexing. Some of the key highlights are:

  • Updated message urls to meta <noindex, follow> so that there is no duplication of content being indexed across threads
  • Improved some of the pagination issues – added links to refer to the original post for all threads and messages as well as  rel=”next” and rel=”prev” for paginated thread series
  • Profile pages are now no longer over indexed
  • Updated relative canonical links to contain the absolute path
  • Fixed issue of googlebot wrongly interpreting “author” and “date” fields in blogs

 

Google openID connect

Screen+Shot+2015-05-26+at+7.40.25+AM.png

We continue to support Google social login. As Google has deprecated their openID 2.0, we have now implemented Google openID Connect that will allow users to login either with their gmail or google+ accounts seamlessly into the Jive community.

 

Performance

We continue to enhance the product to deliver improved performance. Just on average page load time alone, we've made tremendous improvements of 40% comparing Q3 2014 to Q2 2015. We expect further improvements and will  publish the numbers as they become available.

 

Customer Notifications

Jive Cloud Admin (JCA) is a powerful tool for managing installations deployed to the Jive cloud. With this release, JCA enables us to provide instance specific upgrade and maintenance schedule notification to the administrators of any Jive cloud instance.  So that you will always be informed of when your community will be upgraded, we will now notify you right in your own environment! No more missed messages!

Cloud Admin.pngCloud noification.png

Additional Pre-release Preview Feature: Improved Content Types

When end users are looking for support, the two primary content types they interact with are questions (discussions) and documents. To further enhance the support use case, in this release we improved the documents experience and added a variation on discussions to make the Q&A experience even more intuitive.Note that these are Pre-release Preview Features: features that are made available mainly for advance planning and early feedback. Feel free to toggle them on and evaluate them in your preview instance. We recommend however that they remain toggled OFF in your production instances. These new content types will remain off by default until future releases when rest of the content types have been enhanced as well. This enables us to ensure a consistent experience across the board.

 

Q&A

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Users can post questions to the community, with questions being a "type" of discussion. So far no change. The enhancements we made however are around how comments to the questions are treated. The view experience has been updated such that the community will display all responses as potential answers with a helpful (up /down) mechanism voting. Comments can still be marked as the correct answer; correct answers are then summarized underneath the question with other input automatically ranked by helpfulness.

 

Documents

newdoc.png


The Document experience too has been streamlined and made more focused. The sidebar has been removed and additional information around "more like this" and references to and from the content moved towards the bottom. All social sharing elements have been conveniently positioned at the top right corner for quick and easy access. The document itself can be marked helpful (or not) with a single click and, based on this vote, will be ranked higher or lower when in search results as a direct effect.

 

            

In closing

 

It is yet another key release for us and we are so excited to be sharing a sneak peek of what's to come with you. As with every release, please stay tuned for a release webinar and further Deep Dive blogs highlighting the key features listed above. We are eager for your comments and feedback, so let us know what you think.

 

Thank you for the continued love, inputs and ideas!

Thank you to all community members and wonderful customers who provide regular feedback and suggestions on continued innovations for our product experience. We just announced our 2015.2 updates for both Jive-n and Jive-x today, and as you can see, we have incorporated many suggestions into them. You can read the corporate blog post and dive into more details on Jive-x in Wim Stoop's community post and on Jive-n in Harini Sridharan's post. You should see all of the features rollout starting tomorrow!

We are pleased to announce the availability of Jive-n 8.0.1 and Jive-x 8.0.1.

You can download 8.0.1 from your Purchases page or via the My Jive Licenses app.

 

This release provides many stability and usability fixes, as well as improvements to the Records Retention module. For more details, please refer to:

 

Records Retention Improvements:

With the 8.0.1 release we have significantly enhanced our Record retention module (which is priced separately). A number of known customer issues have been resolved and the following list of feature enhancements have been enabled.

  • HIPAA compliance: The Record retention module for Jive-n 8.0.1 and Jive-x 8.0.1 support HIPAA compliance and accounts for all the compliance related rules.
  • Structured Outcomes: We have added support for retaining all records related to structured outcomes. Any activity related to "Marking" an action is now captured as part of the new record retention module.
  • Jive for Office: All events related to Jive for office are now captured by the record retention module.
  • Endorsement: We have added support for capturing endorsement events. Any endorsement related activity is now captured by the record retention module.
  • XML support via the API: Additionally, we have added XML support via our API, so that customers can access retain records in the XML format.

Recently we have been working on something special for our customers in the Jive Community and as Jive Champions, we'd like to give you the heads up first.

 

It's called My Jive Licenses

 

My Jive Licenses will replace MyAccount for customers who want to see or manage the Jive-n or Jive-x software that they've purchased.

 

Please note, MyAccount will continue to be available for several weeks to help users transition to the new app in the community.

 

The good news is that where MyAccount was a separate web site that users had to visit, My Jive Licenses is an app that will live in the Jive Community!

 

Helping customers access their license information

 

The main goals of replacing MyAccount with My Jive Licenses are:


  • To improve your user experience by bringing more of your account information into the JC for easy access
  • Reduce maintenance complexity and simplify the architecture of Jive's digital footprint
  • Remove the need for a special single sign on between the Jive Community and the MyAccounts web site.

 

Help us test live

 

You can help us ensure the app is working correctly, by clicking on the Apps menu in the Jive Community (see below).

(NOTE: You might have to log out, then log in for it to appear in the App list.)

 

 

JC_App_menu.png

Next, select My Jive Licenses:

My_Jive_licenses_icon.png

You should see the license information that you currently see when you access MyAccount today. What you won't see in our new app is the ability to view or update your contact information. Luckily, we are launching another new app soon that will help you and your company team more easily manage all of your contacts for your organization. Watch for a blog post coming on that topic soon!


Provide Feedback


Please let me know in the meantime if any of the information that you see in My Jive Licenses is not what you expect.

Thank you!

 

We are pleased to announce the availability of Jive-n 7.0.4 and Jive-x 7.0.4.

You can download 7.0.4 from your Purchases page.

 

This release provides many stability and usability fixes.

For more details please refer to:

Fixed Issues in Jive 7.0.4 | Jive Community

Known Issues in Jive 7.0.4 | Jive Community

Notable Known Issues in Jive 7.0.4 | Jive Community

wim.stoop

Marketo integration - FAQ

Posted by wim.stoop Mar 19, 2015

With the Winter 2015 cloud release, we introduced the ability to integrate Jive communities with Marketo. With this integration, community activity of both guests and registered users is streamed into Marketo to build marketing insight.

 

 

What is Marketo?

Marketo is the leader in marketing automation software (MAS). They provide a range of products that range from marketing automation, consumer engagement marketing, real-time personalisation to marketing management. At Jive Software, we use Marketo as well for email campaigns.

 

Marketo.pngHow does Jive Software integrate with Marketo?

From the Winter 2015 cloud release as well as version 8, Jive communities can be configured to stream activity of both guests and registered users to Marketo. This configuration is completed by entering the Marketo Munchkin Account ID under the "Marketo Analysis' tab in the 'Third-party Analytics' section of the admin console.

 

What is the cost for the integration?

The integration from Jive communities to Marketo is included in all cloud tiers and custom deployments of version 8 and higher.

 

Which versions and cloud tiers integrate?

Marketo integration is available for all cloud tiers of Jive-n as well as Jive-x. For custom versions of Jive-n and Jive-x, version 8 or higher provides the integration.

 

Why would we use this integration?

Marketing automation tools can help provide key data about which visitors to your website are the most likely to buy or should be contacted by the sales team. Yet why stop at the website?  Once users move from the website into the community, you might be missing key information. This is exactly what the Marketo integration addresses: you can now start capturing key data on what prospects are viewing, downloading or working with. For example, if a user enters the community and views a blog or a document that describes 'ProductX,' it makes sense to enter them into a nurturing campaign around that product. When the sales team contacts the user, they now have the insight they need to focus on ProductX rather than having a generic conversation. With this, you now have additional visibility on how the community is used and a direct and much deeper understanding on how it impacts sales and lead generation.

 

What does the integration look like to the end user?

There is no impact to the end user interface; the whole integration runs in the background and relays community activity to Marketo only.

 

What information is sent to Marketo as part of the integration?

The information that is sent to Marketo is determined by the Marketo integration itself.  This could be as basic as 'anonymous clicked into doc-1234' or as advanced as providing the all information from a registered user, the document name, the time they were on the page before clicking away, any links they selected, etc.

 

Can this be used for Jive-n?

Yes. Although more typically aimed at gathering community insight for external communities as part of an enterprise wide marketing automation system, the Marketo integration can be used on Jive-n (internal) instances.

 

Can Marketo information be directed into a Jive community?

Yes. Marketing information from Marketo (e.g. from the Marketo Realtime Personalization product) can be used to drive relevant content, ads or offers into a Jive community. The Winter 2015 release introduced Apps Tiles which are one way that this integration can be accomplished with relative ease.

 

Is Marketo integration into Jive communities also free?

No. Since each integration of Marketo insight or data is use case and organisation specific, there is no off the shelf implementation for this. Organisations can either themselves, with partners or together with Jive Software use the integration interfaces of both Marketo as well as Jive communities to build these integrations. Any implementation of this nature will likely require a degree of services, be they from Marketo or Jive.

Quick Summary:  This blog will cover 3 areas where new Jive-x functionality can help make your community a bigger success:

  • Better integrations into analytics and automation tools to give power to the community manager to analyze usage.
    • Features: Marketo integration, simplified Google Analytics integration.
  • Health Reports that give critical analysis of the community growth and change to enable admins to adjust their content strategies.
    • Features: New Community Health Reports
  • Search tools to enable community administrators to deliver better content to users.
    • Features: Search Report, Promoted search

 

Providing a better prospect to customer journey.


You are running a website and a community to promote your products and answer questions.  People are finding your website from popular search engines, browsing for information on your website and visiting your community.


OK.  Seems pretty typical, but wait a second... If I was a sales representative and was asked to give this user a call, how would I know where to start when talking to them?  There is a LOT of information missing if your website is not setup to gather some information about the prospect during their visit.  Here is a very short list of common questions that can be answered when someone visits your website and community:

  • How did you find out about my company?
  • What products and services did you read about on my website?
  • What whitepapers or events would you be interested in?
  • In the community there are product experts, knowledge base articles and many whitepapers and downloads - what did you interact with?

But, you can't just ask these questions.  The reply rate would be abysmal.  So ...


How do I understand more about my prospects and customers?

 

  1. Implement Google Analytics and Marketo for your Website.  It is a little bit of javascript you place on every page.
  2. Implement Google Analytics and Marketo for your Community. Fast Path: Admin > System > Settings > Third-party Analytics


marketo-integration.png


From a Jive-x product angle, not only did we make it easier to apply in our administration, we also made changes to Jive-x so that the tracking code is applied it to login, registration and every other page that is loaded in our application.

What about other analytics or marketing automation tools?

 

Yes, we have support for other tools, but setting those up will just take a little more effort (it's not too much!) so please reach out to our Support team if you have some javascript tracking code you need enabled in your community.  Other integrations will also gain the benefits of the improvements made for Google / Marketo in this release.

Ok, I set it all up.  Now what?

Marketo and Google data can give you the basis for sending prospects and customers more targeted information influenced by what they viewed and interacted with across your website and community. So your initial questions are now answered. You know what search engines are bringing people to your website, you know what they are reading, you know where they go in your community and what they are reviewing.

With this data coming from the community ...

  • Score prospects more accurately in marketing automation tools.
  • Sales will have more questions answered before even picking up the phone.
  • Marketing can send a targeted email that will be more valuable.
  • Your community can deliver targeted News streams to users (see the winter release announcement on News streams!) that means news for prospects, news for customers, different news to customers of productx vs producty.

news-streams.png

 


Analyze, Adjust, Deliver.


Your community is up and running, it is active, it is growing.  But you are starting to see some repeat questions and begin to wonder "How am I doing, and how can I do better?"

How am I doing?

In the winter release there is a big new report targeted at helping analyze community activity.  This report can be found in your community manager reports and is called "The community health report."  The health report is a different spin on reports then we have released in the past, because this report is meant to show negative trends as well as positive trends compared to how your community did in the past.  It is comparing your past performance rather then just giving you updated performance.By looking at past performance it is much easier to identify issues and answer key questions:

  • Is the community growing?
  • How many questions were answered this week vs the week before?
  • Is the number of questions outstanding growing?

 

admin_link.pngcomm-health-report.png



Note: You can also tie into Google Analytics to further analyze if the user then went on to create a question or not and better report on question deflection.

How can I do better?

Providing better information in a community is key to doing better.  You need to make sure users are finding your content and finding answers to their questions. But how do you even begin to understand what your users are looking for?


Successful_search.png


The new Top Successful Search Queries report is meant to show searches are being run the most often 'successfully.'  In this case, success means that the user was pretty serious about the search.  They entered the query, saw the results and selected one of the results.  This data set gives you real-time information on what types of content people are looking for.


So you know what people are looking for, and as a community manager you know what content they should see.  But how do you make sure they find the right content?

Promoted Search Results are here to help!  With the top search data you can quickly build out a list of content that you need to create in your community and once that content is created you can make sure it shows up for new prospects and customers in your community. 

promoted-search.png

With our Winter release we have given the community manager the ability to choose specific content that will always show up when a target keyword is used.  So if I search for "ProductX", the ProductX datasheet will always be returned in the search results.  By combining promoted search with a well configured landing page featuring key content and official documentation, you are guaranteed to get eyes on the content you want prospects and customers to see.


Just jump into the admin console, choose the keywords you want to target (one or many separated by commas), choose the priority if there are multiple results you want to promote for the same keywords, and then paste in the link to the content. 

Fastpath:  Admin > System > Settings > Search > Promoted Results


Summary / TL;DR


The Jive-x Winter release can make the prospect to customer journey a better experience with the following:

  • Better integrations into analytics and automation tools to give power to the community manager to analyze usage.
    • Features: Marketo integration, simplified Google Analytics integration.
  • Health Reports that give critical analysis of the community growth and change to enable admins to adjust their content strategies.
    • Features: New Community Health Reports
  • Search tools to enable community administrators to deliver better content to users.
    • Features: Search Report, Promoted search

 

* all this is possible in our 8.0 release as well!

The Jive Winter 2015 Cloud Release upgrade window is currently scheduled to start on Thursday February 26, 2015 at 1pm PST and run through Friday February 27 2015. During the upgrade window, your site will be down for roughly 30-60 minutes. We apologize for any inconvenience.

 

Below are the  upgrade windows by geographical region cloud instances are hosted in:

 

Trials and Preview Instances   Feb 26-27, 2015    

  • EU Amsterdam: 1:00 pm - 5:00 pm PST  (10:00 pm - 2:00 am CET)
  • US Phoenix: 4:00 pm - 8:00 pm PST  (7:00 pm - 11:00 pm EST)

 

Production Instances     Feb 27-28, 2015   

  • EU Amsterdam: 3:00 pm - 8:00 pm PST   (12:00 am - 5:00 am CET)
  • US Phoenix Window A: 7:00 pm - 12:00 am PST  (10:00 pm - 3:00 am EST)
  • US Phoenix Window B: 10:00 pm - 3:00 am PST  (1:00 am - 6:00 am EST)
    US Phoenix production instances are upgraded within a specific time window based on the service level agreements that are in place.

 

To be notified of all Winter 2015 Release communication as it becomes available, follow the Winter 2015 Cloud Release Content document or the Jive Customers blog.

 

Additionally, sign into the Preview site to get your hands on the features before the upgrade. If you don't have an account, simply request one (Jive-n or Jive-x) and we'll get you approved.

 

Thank you,

The Jive Team

Jive and JiveX Preview instances have been upgraded to the Winter 2015 release.

 

Winter 2015 Cloud Release Content document contains detailed information about this release, including blog posts, preview documentation and the release webcast recording.

 

Thank you for your patience during the upgrade.

The Jive Team

The Jive and JiveX Preview sites, as well as  customer-specific preview sites, will be upgraded on Thursday February 5th, starting at 4pm PST. Down time should not be more than an hour for any preview site during the upgrade process. We apologize in advance for any inconvenience this may cause.


For more information about the Winter 2015 Cloud Release:

  1. Check out the Sneak Peek: JiveX Winter 2015 Cloud Release and Sneak Peek: Jive Winter 2015 Cloud Release
  2. Register for the Winter 2015 Release Webinar on Wednesday, February 4
  3. Follow the Winter 2015 Cloud Release Content document to get notified as new information becomes available

 

 

Thank you,

The Jive Team

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