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

As Dilshad Simons mentioned in her latest blog Welcome to the new "Ideas for Jive" space, we are in the process of moving all the ideas found in the Jive Products space to the new Ideas for Jive space. This will help our product team to review your ideas in a more streamlined way.

 

As you can imagine, moving ideas one at a time is a lengthy undertaking. I've enlisted the help of the social team as well as Nicholas Lawrence in product support to help move ideas. We've asked for your patience as this happens since you're no longer able to vote on the ideas found in the Jive Platform space. We hope to have the move complete by January 31st, 2015. Okay folks, that didn't quite happen. I did manually move a whole bunch of ideas and we are still working on the script to move them all. It's more complicated that you can imagine. In the meantime, if you have a list of ideas you want moved, please feel free to email them to me.

 

Please note, as we move ideas you might receive notifications (depending on your settings) as we move the ideas. We apologize in advance for any extra noise in your In Box or content stream.

 

In the meantime, you might notice that we are also in the process of revamping our product spaces. We are trying to simplify things, make it easier to deliver product information to you, and help you find what you are looking for. Thanks for your understanding while the dust gets kicked up and things get moved around.

 

You can post any questions you have about the Jive Community at About the Jive Community!

It might be cold and snowy out there but the JiveX Winter 2015 Cloud Release delivers hotly anticipated updates and new functionality for external communities. Targeted communications and search help to further unlock the community potential while deeper community insight nurtures prospects and customers alike. The JiveX Winter 2015 Cloud Release is right around the corner and you can get a glimpse of it here!

 

According to eMarketeer, 56% of U.S. Marketing Executives say online communities are very important to their marketing efforts. With that in mind, in this release we focus on enabling you to better inform, track and nurture your community prospects and customers, and at the same time empowering you with a community health assessment.

 

Release Timing:

Client & Partner Webinar – February 4th Register Here!

Preview Wave – Tentatively scheduled for first week of February

General Availability – Tentatively scheduled for end of February

 

Helping You Prepare for the Release Upgrade:

We're introducing several new practices to provide a seamless transition and improve your adoption of release innovations. 

 

Preview Documentation

Upgrade FAQ

Documentation Aligned with Experience

Draft documentation will be made available during the Preview wave of an upgrade. This includes draft versions of Cloud Community Manager Help and Cloud End User Help documentation for the 2015 Winter Cloud Release.

Release documentation will be enriched with an Upgrade FAQ document covering the new News feature and navigation changes.  This document will be available during the Previewwave.

This is the first release we're shipping with feature toggles, where new functionality can be switched ON or OFF through the admin console.  This can result in one of two experiences; one for existing upgrade customers and one for net-new cloud customers. Two versions of documentation will be issued to align with each particular instance.

 

 

Winter 2015 Features and Enhancements

New+interest+selection.pngUnlock the Potential of Your Community with Targeted Communications

Targeted News

Great experiences for the visitors and prospects of a JiveX community can start by tailoring their experience to fit their needs. Most companies have an abundance of product information on their website, yet the majority of visitors are interested in just a subset of those. A user can then quickly feel disconnected with a generic message that may have been implemented to get around multiple audiences. In our Winter release we have given your community managers the ability to create more targeted messaging within your Jive community.  They can simply choose which location they want to share information from, then select which groups of users they want to target by directing messages into their activity stream. Users can be grouped based on profile information, or organizations can build out their own groups of users. Did the user register and say they are interested in a specific product?  Subscribe them to that product's space and blog!

Screen Shot 2015-01-09 at 5.00.27 PM.png

 

 

Nurture Your Prospects with Insights from the Community

Community Enriched Marketing Leads With Marketo 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 your sales team.  But why stop at the website?  Once users move from the website into your community, you might be missing key information. For example, if a user enters your community and views a blog and a document that describe 'ProductX', you likely would want to enter them into a nurturing campaign around that product. When your sales team contacts the user, they must have the insight they need to focus in on ProductX rather than having a generic conversation. Marketo is one of the leaders in the marketing automation market. In the Winter release we made it very easy to add-in your Marketo tracking code into your JiveX community to start capturing key data on what those prospects are viewing, downloading or working with. Once those users register, you have direct and much deeper understanding on how your community impacts your sales and lead generation.

marketo-integration.png

 

Lead Your Prospects with Targeted Search Content

promoted-search+cropped.pngScreen+Shot+2015-01-19+at+1.48.09+PM.pngPromoted Search Results

One of the first things that visitors will do when visiting your community is start searching for answers and information on topics they are interested in. Sometimes visitors may use the right key word, but not the right phrase to locate just what they need.  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 when searching for "ProductX", the ProductX datasheet will always be returned in the search results.  By combining promoted search with a well configured landing page featuring items and official documentation, you are guaranteed to get visitor eyes on the content you want them to see. And to help you figure out what content is best promoted, we've added a brand new report that displays the top most successful searches.

 

 

 

 

 

 

 

 

 

 

 

 

Gain Valuable Insights from the  Community Health Report and Ideas from Mobile Devices

Community Health Reports

Is your community growing?  How did it do last week? In the Winter release those answers flow directly from the Community Health Report. This report is all about having clear, accessible information on your community welfare in a single, convenient graph.  Compare key metrics from the last 24 hours, 7 days and month. Guest visits, Searches, Registration, Content creation and more. With one glance, you can easily see data that might expose an issue, or highlight a success. We have a wealth of real-world knowledge in our Professional Services Strategy Practice on which the report is based and will continuously iterate and improve to bring their insights into community health straight to your communities.

comm-health-report--staged.png

 

 

Mobile+idea+cropped.pngResponsive Mobile Ideas

Responsive web is the primary way for mobile users to access JiveX communities. We're continuing to improve our Responsive web experience which we delivered in our 2014 Summer release. In the Winter 2015 release, users can now create ideas, bringing those mobile users closer to your external communities.

 

 

 

 

 

 

 

 

 

 

 

Captivate Your Audience with New Options for an Enhanced User Experience

Tile Apps

Screen Shot 2015-01-13 at 1.53.27 PM.pngWant to place some impressive JavaScript, HTML, CSS and Images on a space or group tile based landing page?  Want to display content from multiple systems on your support space landing page?  All this and more is now possible with Tile Apps. Tile Apps are a perfect way to provide custom navigation, display images and create integration experiences on any tile based landing page throughout your JiveX community.  Built to be lightweight and even easier to code than traditional tiles, Tile Apps also have the added advantage of being centrally controlled by the add-on. This means that you can place a Tile App throughout your JiveX site and later update that very same tile everywhere by only once uploading new add-on code. Centrally manage an experience!

 

Tile App example uses:

  • Create a navigation tile that shows in every single space, update it across all spaces at any time by uploading a new version of the add-on.
  • Create an advertisement tile that shows different blog posts based on which user is viewing the tile.  Show 'register now' to guests.
  • Place a 'globally featured content' tile across many places.  Update the featured content from either the add-on being updated, or a centrally managed javascript file in EC2.
  • Make a simple content tile available to group owners that shows a list of content from a separate system like Jira.  Add some basic logic that allows the group owner to configure the tile to enter their own title and RSS feed.

 

Furthermore, Tile Apps also ...

  • can be shown or hidden from Mobile Web users, meaning you can choose to make them responsive or just hide the app if it does not fit with the mobile web experience.
  • are accessible by anonymous users
  • can also be made accessible in every user's "Your View" page
  • have access to Jive v3 JS APIs
  • have the ability to save configuration on a *per viewer* basis (basic storage to save config per user)

 

UI Changes

The user-bar has been updated for new users to reduce the complexity and add News to the navigation (if turned on). Additional areas of improvement mean that the Inbox is now more of a dedicated link in the user-bar rather than tagging alongside the activity page.  Of course, we also changed the behavior of the theming tool to better handle how you configure the user-bar and other subtle theming tool improvements to go along with the experience changes.

 

Performance

The engineering team has been hard at work tracking and improving page load performance across the app. They have been able to reduce the resources required across the application by up to 40% or almost 2MB per page load, resulting in pages becoming visible, responsive, and fully loaded about 20% faster than in the Fall release. This is on top of the huge improvements that were also made in the prior cloud release. What does this mean for JiveX?  The faster your pages load, the better user retention you have and with that you increase the rate of converting a guest to a registered user.  Furthermore, search engines crawling your site will stay longer and index more content!  So expect to see improvements in user adoption as well as increased Search Engine Optimization.

 

Want to Learn More?

  • Stay tuned for further Deep Dive blogs highlighting the key features listed above
  • Attend the February 4th Winter 2015 Release webinar.  To attend, register by clicking here.

 

To learn more about the Jive Internal Winter 2015 Cloud Release, please check out this post.

 

We are incredibly excited about this release and everything that it brings to our customers.  As always, we welcome your comments and feedback, so don’t be shy and please let us know what you think.

 

Best,

Wim Stoop

JiveX Product Marketing Manager

We're very excited to show off the upcoming Jive Winter 2015 Cloud Release for internally-facing communities. Below is a sneak peek of all the amazing advances that we've made over the past few months. The JiveX Winter 2015 sneak peek for external communities can be found here.


The Winter 2015 Jive Cloud Release puts your most valuable asset, your employees, in the center by keeping them connected and engaged with company news, people and information they need in order to stay strategically aligned.  When your entire workforce is informed and involved, business results follow.

 

Release Timing:

Client & Partner Webinar – February 4th Register Here!

Preview Wave – Tentatively scheduled for first week of February 

General Availability – Tentatively scheduled for end of February 

 

Helping You Prepare for the Release Upgrade:

We're introducing several new practices to provide a seamless transition and improve your adoption of release innovations. 

 

Preview Documentation Upgrade FAQDocumentation Aligned with Experience
Draft documentation will be made available during the Preview wave of an upgrade. This includes draft versions of Cloud Community Manager Help and Cloud End User Help documentation for the 2015 Winter Cloud Release.

Release documentation will be enriched with an Upgrade FAQ document covering the new News feature and navigation changes.  This document will be available during the Preview wave.

This is the first release we're shipping with feature toggles, where new functionality can be switched ON or OFF through the admin console.  This can result in one of two experiences; one for existing upgrade customers and one for net-new cloud customers. Two versions of documentation will be issued to align with each particular instance.

 

Winter 2015 Features and Enhancements:


Jive is a Superior Platform for Employee Communications

Targeted News

Most companies communicate an abundance of information to their employees and a user can quickly feel disconnected with a generic message published for multiple audiences.  Our Winter release brings an exciting new feature that will enable admins to auto-subscribe employees to places, blogs and groups, based on department, location or role. An admin simply chooses which location they want to share information from and selects the appropriate users to receive such messages in their activity stream. Impact stats have been enhanced with "subscribers" to distinguish between impact metrics of intended targeted audience from the rest of the company.

 

News View

News view provides an engaging and prioritized summary view of content from a user's streams.  Important messages are no longer buried in a sea of day-to-day messages, but are beautifully displayed in an easily digestible format.  Each user will get a tailored view of the company news that combines the items they need to see with the items they've chosen to follow.  The News view feature will be released on the Jive iOS and Android apps at the same time as the desktop experience. 

Newsview for Blog.jpg

Feature Toggles

The Winter 2015 release introduces feature toggles that allow you ample time to understand large changes and prepare for successful implementation of new features to maximize employee adoption, engagement and satisfaction. 

 

Delighting Users and Embracing Their Workstyle

At Jive, our promise is to help people work better together and support the evolving workstyles of your employees.  This includes a focus on enhancements that augment our mobile offering, drive employee productivity, and delight end users - all while continuing to push the enterprise robustness of Jive Cloud.

 

Improved Mobile Experience

For the first time in Jive history, we built the News view API first and developed our Android and iOS native experiences at the same time as the web experience. As a result, we will be releasing an updated version of our native iOS and Android apps containing the News view with the Winter 2015 release, so that you can reach and engage mobile and remote employees, regardless of how and where they consume information.

Mobile Blog.jpg

Search Improvements | Promoted Content

Our newest search feature helps admins promote content by associating specific search phrases with one or more links (which can be documents, links, web pages etc.). When users search using those phrases, the corresponding results appear as the top recommended results - above all the other organic search results. Promoted content can dramatically improve search experience, particularly on information-rich sites. It is also an effective way for the corporate team to raise awareness and visibility of key documents and policies.

Promoted Search Blog.jpg


Performance Enhancements

The engineering team has been hard at work improving page load performance across the app. They have been able to reduce the resources required across the application by up to 40% or almost 2MB per page load, resulting in pages becoming visible, responsive, and fully loaded about 20% faster than in the 2014 Fall Cloud Release.

 

Enhanced Navigation

The default navigation has been enhanced to provide a simpler and more-intuitive user experience. The Enhanced Navigation will be initially toggled OFF for upgrade customers.

 

Jive as the Hub: Enhancements to our SharePoint and Google Integrations

SharePoint

The Jive team is working on some core enhancements to our SharePoint integration, which will enable vast improvements to our end user experience. While much of this will only be released later this year, we are still delivering some quick-wins with this release. The two we want to call out are improved file upload and enabling claims based authentication.

  • Improved file upload: We have upgraded the mechanism for uploading files and documents to SharePoint via connected Jive places. Improvements were done to both performance and handling of timeouts related to files larger than 100MB. The result is a massive improvement in how large files (greater than 100MB) are handled - both from a performance and time-out management standpoint.
  • Claims based authentication: Jive now supports Claims based authentication for connecting to Microsoft SharePoint. This is in addition to NTLM and Kerberos authentication methods.

 

Google Docs 

Since we launched our Google Docs integration in beta during our November 2014 Fall cloud release, we have been seeing a lot of enthusiasm around it. Over the past few months, we have been working to make it more robust, and today we are happy to announce that our Google Docs integration will be out of beta with this winter cloud release!

Aside from fixing the known issues, we have also included a few extras with this launch:

  • Immediate sync of files and Google Docs from Google Drive to Jive: We have enabled instantaneous synchronizing of files uploaded/created in Google Drive to Jive. This is based on WebHooks technology which enables synchronizing content between systems without the need for polling.
  • Google docs as Jive docs: Google Docs in Jive now have all the native capabilities of a Jive document such as impact metrics, categories and more. This provides you with a seamless document collaboration experience irrespective of document source or type.

 

Want to Learn More?

  • Stay tuned for further Deep Dive blogs highlighting the key features listed above
  • Attend the February 4th Winter 2015 Release webinar.  To attend, register by clicking here.

 

 

We are incredibly excited about this release and everything that it brings to our customers.  As always, we welcome your comments and feedback, so don’t be shy and please let us know what you think.

 

Best,

Katherine Lulkiewicz

We are pleased to announce the availability of Jive 7.0.3.1 You can download 7.0.3.1 from your purchases page.

 

This release provides a fix for a permissions issue that caused Community Managers to lose access to key parts of the admin console, and also exposed a SAML SSO configuration screen that community managers don't have rights to configure. An additional issue caused problems with access to screens under Spaces > Settings.

 

This release also fixes the following known issues:

 

JIVE-50830 - Need to update Box integration to accommodate upcoming Box API changes

JIVE-50949 - Deleting a group that includes images in comments that are in a draft state can cause a database deadlock

Incredible Design and Powerful New Features for Jive and JiveX

There's no better way to wrap up the week, than with an upgrade. We're super excited that the upgrade to the Fall 2014 Cloud release for Jive and JiveX happens tonight! Our Customers and Partners have been apprised of the upgrade window, which should only take a 30-60 minutes for each Jive instance. If there are questions or concerns, please contact Support. When the upgrade is complete, we'll post to this blog, again.


Of course with any upgrade, a few reminders and important links are in order…

 

Features at a Glance

This release is PACKED with great stuff for Jive and JiveX! We cover this in detail, elsewhere, but here's a summary. Note that many features are optional and can be configured, enabled or disabled by an administrator. Additionally, some features are only available for Jive or JiveX, specifically—see the documentation for details.


Note that many of these features (and more) will be available for customers upgrading to Jive 8 (hosted and on-prem) in 2015—stay tuned!


  • Jive Connectors for Office 365 and SharePoint Online
  • Jive Connector for Google Docs (beta)
  • Jive Mobile Apps for iOS and Android have been updated
  • Top and Trending Activity: We now show the best content first in the activity stream
  • Enhanced Design: high definition icons and a new look and feel to individual activity stream entries
  • Identify the Most Helpful Content: Drive faster answers and quickly navigate questions.
  • Prove ROI: New reports to provide on how many people are marking content as 'helpful'
  • Impact Metrics: Support has been added for newly uploaded videos, plus influencer data capture improvements, and reach for private and secret groups has been replaced with a "unique viewers" metric.
  • Role Badges: Highlight special groups of users with icons that stand out. (Intended primarily for JiveX, Jive administrators have access to this feature as well.)
  • Selectable Structured Outcomes and Administrator Configuration
  • New Mobile Home Page: Customize a responsive mobile experience
  • Ask a Question, Answered Questions and Unanswered Questions for Places and the Mobile Home Page
  • Theming Tool Enhancements: Manage images as part of an exportable theme and add translations to the main toolbar.
  • New Cloud Search Architecture: Enables social signal boosting and improves the experience for recently created content
  • Our robots.txt can now be modified and Antivirus now available

 

Deep Dives

Our Product team has developed a number of "Deep Dives" with screenshots and additional details on key features in the release. Be sure to check them out!

Deep Dive - Activity Streams update and showing the Best content first

Deep Dive - Design Evolution in the Fall Cloud release

Deep Dive - Office 365 & SharePoint Online

Deep Dive - Google for Work in Jive Cloud 2014 Fall release

Deep Dive - Configurable Outcomes, Better Q&A and ROI Reporting

Deep Dive - Theming and Branding Enhancements

Feature Defaults in Fall 2014 Cloud Release

 

Documentation

Our documentation team has updated the Jive documentation to include all of the new features, plus release notes and important details:

Back by popular demand! A few months back, I wrote Feature Defaults in Summer 2014 Cloud Release, which I many of you told me you found helpful. I also heard a lot of feedback at this year's JiveWorld that customers wanted more information on how to manage the rollout of new features themselves. This post is your guide to where to change Jive/JiveX Fall 2014 features. After your community is upgraded, you'll be able to make changes as outlined in this guide. (Note also that our Documentation will be updated soon, and will include many more details on these features.)


Note the differences with Jive (employee) and JiveX (external) as well as Upgrades (existing Jive communities) and New communities.

 

Feature

Default: Upgrades

Default: New

DetailsTo Make Changes
Structured Outcomes

Jive: Enabled

JiveX: Enabled

Jive: Enabled

JiveX: Disabled (except for Helpful)

You can now turn individual outcomes (final, official, etc.) on and off and these changes will be reflected within the desktop / responsive experience across Jive.

In the Admin Console, go to System > Settings > Structured Outcomes

Under "Select which Structured Outcomes to make available in your community." check or uncheck the outcomes you want to disable.

 

(Note: You can still enable/disable the feature entirely on this page.)

Activity: Top and Trending

Jive: Fixed

JiveX: Fixed

Jive: Fixed

JiveX: Fixed

The "Activity" page has been updated to focus on Top and Trending activity, Trending People, Recommended Content, Recommended People and Recommended Places. These changes are powered by the Jive Recommender service with enhancements to the number and variety of results. At the same time we have made changes to the display of the results in a more 'mosaic' pattern to visually show that time is no longer the concept that is organizing the results.

This is an improvement over the previous activity, though power users still have the flexibility of creating their own streams of activity, as well as leveraging the new stream to see if their content is top!

Role Badges

Jive: Disabled

JiveX: Disabled

Jive: Disabled

JiveX: Disabled

A special type of badge that highlights the role a person has in the community. These are assigned by user group and it works independent of Advanced Gamification.

 

 

Choose from:

  • Administrator - show who's helping manage the community
  • Champion - great for recognizing influencers in your JiveX community
  • Employee - easily identify people in your organization vs. customers, partners and external contributors
  • Expert - recognize key community members or those with special certifications
  • Moderator - make it clear when someone is calling the shots on what's allowed
  • Support - show who's there to help and differentiate your support staff from your customers

In the Admin Console, go to People > Management > User Group Summary (or Create User Group)

 

When editing a User Group, you have the option of enabling a role badge with a custom icon. There are 6 fixed roles to choose from, all of which are fully localized in the Jive web application.

Responsive "Mobile" Home Page

Jive: Enabled

JiveX: Enabled


Not Configured

Jive: Enabled

JiveX: Enabled


Not Configured

The Jive fall release adds this new ability for your community admin to select from a wide variety of Jive tiles to place on the responsive mobile home page.Important: You'll want to configure something here, since this is the home page for all mobile/responsive users.

 

By default, there are three (unconfigured) tiles for Image, Ask a Question, and Key Content and Places.

From the User menu, choose Mobile Home Page, then click Edit page.

 

Note: This has no effect on the Jive Mobile Apps for iOS and Android.

Unsubscribe

Jive: Disabled

JiveX: Disabled

Jive: Disabled

JiveX: Disabled

Unsubscribe (from emails) is now a quick link you can add to any outbound email. Just enable and your users will see the option in every email footer to quickly turn off all future email notifications.In the Admin Console, go to System > Settings > Message TemplatesClick the action to edit the email footer and on the configuration page, choose "Yes" beneath "Give users the option to automatically unsubscribe to all emails from this community."
Connectors for Office/Outlook Online

Jive: Disabled

JiveX: Disabled

Jive: Disabled

JiveX: Disabled

Jive Connector for Office Online eliminates the hurdle of working in Office documents, spreadsheets and presentations across on-premise and cloud versions. You can now co-author Office 365 files directly from Jive or bring Jive to Office 365, across any device or operating system.

 

Jive Connector for Outlook Online brings relevant Jive content and conversations into Outlook email threads for easy reference, while enabling the conversion of emails to Jive discussions. View and reply to conversations directly in Outlook Online, while applying structured outcomes.

Optional capability.
Connector for SharePoint Online

Jive: Disabled

JiveX: Disabled

Jive: Disabled

JiveX: Disabled

Using the Office 365 web document integration in the Jive 2014 Fall release, requires that the documents be stored in SharePoint Online which also serves them as web documents. In order for the Office 365 experience to be available for users creating and connecting Jive groups - a Jive admin needs to install the Office 365 & SharePoint Online Add-on.Optional capability.

Overview

 

In the Fall 2014 cloud release, we are excited to add the much anticipated Google Docs integration to our existing portfolio of Google for Work integrations, further strengthening the value of the Jive Communication and Collaboration Hub solution.


The Google Docs integration is added to Google Drive, Google Groups and GMail integrations that have been announced earlier in 2014.

 

Note: While all other integrations described herein are released, the Google Docs integration is a beta feature. That means we acknowledge that it's a little rough around the edges at this stage, and there's work to be done to make it better. Your feedback is instrumental in improving the integration moving forward.

 

Why Integrate with Google for Work?

 

Many of our customers have adopted Google's cloud applications to lower IT costs and improve team productivity with apps that are always up-to-date and accessible from virtually anywhere. And, since Google for Work solutions are mainly about email, documents, and running efficient meetings, Jive Communication and Collaboration Hub is a perfect complement for enabling expertise location, communication and the ability to share the outcomes of all those emails, documents and meetings with people outside your team.

 

The following diagram describes the scope of the integration between Jive and Google for Work.

 

Feature Highlights

 

What it isFeatures

Jive GMail cartridge for Jive Anywhere

 

(Available in Jive Connector for Gmail )

  • View Jive-triggered messages in GMail web app featuring rich Jive formatting and actions such as like, reply and find related discussions
  • Convert emails to Jive discussions carrying over attachments and embedded images
  • View people (profile) information from Jive in GMail web app
  • Reply to Jive discussions
  • Mark replies for action or decision

Google groups <->Jive Activity

 

(Available as part of Jive StreamOnce Module)

  • Send email to a Google group and have it create a new Jive activity item in a configured tile
  • Carry over images and attachments to the Jive activity feed
  • Reply/add comment in Jive activity sends email back to the Google group

Google Drive cartridge for Jive Anywhere

  • Select a file in GDrive and create a Jive discussion with an attached file in a designated Jive place

Jive with Google Drive external storage

 

(Available in Jive Connector for Google Drive)

  • Upload files to a Jive place and have them stored in a connected Google Drive folder
  • Add files to Google Drive and have them sync back to the connected Jive place
  • Copy/Move files from other GDrive locations into a connected GDrive folder and have them sync back to the connected Jive place
  • Add files in sub-folders of a connected GDrive folder and have them sync back to the connected Jive place
Jive Connector for Google Docs (Beta)
  • Render Google Docs within Jive in read-only mode, allowing Jive actions such as Like, Share, Bookmark, Mark as helpful, Apply  structured outcomes, create threaded comments, and follow
  • Render Google Docs within Jive in editing mode supporting full Google Doc capabilities including concurrent authoring of content
  • Create Google Docs in GDrive and have them appear in the connected Jive place
  • Create Google Docs from within Jive, and have them stored in GDrive
  • Search for Google docs within Jive, utilizing full indexed search of document content
  • Get push notifications on new Google Docs and document changes in the connected place activity feed
  • Sync Jive comments on a Google Doc with document-level comments within Google Drive/Doc
  • Selectively enable bidirectional sync that pushes content-highlighted comments in GDocs into the comment thread of the document in Jive

 

Walk Through & How To

 

Jive GMail Cartridge

 

To use the Jive for GMail Cartridge, do the following:

  • Make sure all your desired users have Google accounts with GMail enabled. Note that these need to be business account, rather than consumer GMail accounts.
  • Install Jive Anywhere 2.3 on the browser of your choice and connect it to your Jive Cloud instance featuring the latest Fall 2014 release.
  • Install the Jive Anywhere cartridge for Mail Online via your Jive Admin console.

 

Comments and mentions that trigger email notification (per user configuration) will show up in GMail as rich Jive views with actions such as reply, Like and Mark for action.

The GMail cartridge also features a Jive-enriched view of all the participants of the email

Regular emails can be converted to discussions and synced to a designated place or jive user.

Any embedded images or files can be uploaded as attachments to the newly created discussion.

Several discussions may exist per a given email, and in such case, a note on pre-existing discussions is provided in the web application.

 

Google Groups <-> Jive Activity Sync

 

Group owners can add stream integration feeds that will display activities of emails sent to a Google group. This functionality is similar to the connection of a group with a Microsoft Exchange Distribution list (DL).

Configuration requires an authenticated Google user and a name of the Google Group to sync with the Jive place.

Once a Jive place is connected to a Google group - any emails sent to the Google group will appear as activity feeds in the Group activity page.

Users can reply/comment on  activity items and that will trigger an email to the associated Google group.

 

Google Drive Cartridge

 

With this complimentary JiveAnywhere cartridge, you can select several files in Google Drive and attach them to a newly created Jive discussion.

Note that the attachments are uploaded at creation time, and unlike the Google Drive external storage for groups (see next) file updates are not maintained.

 

Google Drive external storage for Groups

 

To use Google Drive external storage for Jive places, do the following:

 

  • Make sure you have a Google business account
  • Have a Jive admin configure a Google Drive external storage provider (ESP) under the Add-ons->Storage management console
    • Configure the ESP with a designated headless integration user which needs to be defined in the Google business account. This account will own the GDrive folder hierarchy and will delegate permissions to contextual users.
  • Configure a new or existing Jive place to use the defined GDrive storage provider

 

When the Google Drive external storage Add-on is installed and available, users can configure jive places to use Google Drive as external storage.
Once a Jive place is configured to work with GDrive as an external storage provider, all uploaded files will be saved into the connected GDrive root folder
Files can also be uploaded directly in GDrive and will sync back to the connected Jive place

 

Jive Connector for Google Docs (Beta)

 

To use Google Drive & Docs for Jive places, the same steps as with configuring Google Drive need to be followed, except that the Add-on is different and

includes both Google Drive and Google Docs.

 

When the Google Drive & Docs Add-on is installed and available, users can configure jive places to use Google Drive as external storage, and view Google Docs within Jive.

Google documents created either in Google Drive or from Jive are rendered within Jive. These document may be viewed or edited within Jive, using the full set of Google Docs capabilities including concurrent authoring.

In addition, the Document in Jive supports the collaborative Jive functionality such as sharing, following, liking and applying structure outcomes.

Users can  also navigate to the Google document within GDrive by clicking a direct link in Jive.

Note that users need to be logged-in to their associated Google account in the same browser, to be able to view the Google documents within Jive.

When working in Jive places connected to GDrive, users can choose to create Google Docs directly from Jive using a custom menu option.

When doing so, users are presented with a full GoogleDoc editor that auto-saves any edits into the root folder of the connected GDrive location.

 

Note that although document are created immediately in Google Drive, it may take up to 2 minutes for the newly created documents to sync back to Jive and create a corresponding containing object.

this limitation will be addressed in and upcoming release which will use webhooks for instant synchronization.

Finally, similarly to the Google Drive capabilities of synchronizing files bidirectionally, The Google Docs Add-on allows to create document from either Jive or Google Drive and have them sync back to the connected Jive place.

 

Frequently Asked Questions

 

What version of Jive is supported with the new Google Docs integrationThe new Google Docs  integration is released as BETA with the Jive 2014 Fall cloud release. Future hosted/on-prem may support this integration as well.
What components are necessary to enable the Google Docs integration ?

The new integration is powered by several Jive frameworks and technologies including External storage framework (ESF) and Jive Anywhere (JA). The integration is packaged in a Jive Add-on that distributes and installs the necessary components.

At this point the JA cartridge needs to be installed separately.

How do i upgrade an existing  GDrive Add-on to the new GDrive+GDcos Add-on ?

The Google Docs add-on is separate from the Google Drive one (which is packaged within the StreamOnce Add-on). As such, users can add the new Google Docs Add-on to existing cloud deployment that already use GDrive.

For configuring existing "GDrive" groups to support Google Docs as well - contact support.

How long will Google Docs be in betaThe current plan is to release Google Docs for general availability in the next cloud release, expected around Feb/Mar 2015 time frame. This plan is subject to change depending on customer feedback or any other considerations.
What integrations am i entitled for ?

JiveAnywhere Google Drive cartridge is free of charge and available to all customers in all deployment models, and so is the Google group activity sync integration.

Google Drive external storage for groups is available to all cloud customers.

GMail and Google Docs integration are available for cloud customers with Essentials+ or Enterprise

 

Known Issues & Limitations

 

IssueImplicationsWorkaround
Google Drive only supports up to 5000 users when adding a user-explicit permission to a folder.a Jive group with more than 5000 members will not provision users 5001 and up on the GDrive folder and despite the fact that the users will have access to the Jive group - they will not be able to access the GDrive folder and content

use spaces instead of groups for large membership places.

Jive Spaces support permission groups.

Google Drive only supports up to 10000 users per Google groupthe 10001 jive user joining a Jive group, will not be provisioned for access in GDrive and will not be able to access the contentUse spaces instead of groups for large membership places
For the integration between Jive and Google Drive/Docs to work, the user name and user email in Jive must match the username (=email) in Google. Typically this would be a corporate email user Id.#NA#NA

By default the comment syncing is unidirectional (Jive->GDoc at the document level).

In order to enable bidirectional sync (Jive->GDoc at the document level; GDoc->Jive at the text level) the group admin needs to delete the group tile (which is created automatically) and configure it again.

only unidirectional comment syncing is available by default. changing it is not intuitiveconsult documentation for reconfiguring

 

Summary

 

Although the Google Docs integration is in its infancy, we are already gearing up for a much more robust and feature-rich version for our next cloud releases, and are excited to hear from customers and partners. Please be sure to share your feedback in the community.

In our Fall Release we made quite a few enhancements to extend the powers that admins have to brand and theme their Jive or JiveX environment.  Read on for more detail and thoughts.

 

Theming tool improvements - Image Uploads

Image management within themes can be a bit tricky, so in the fall release we have simplified the process of getting these theme specific images uploaded directly into Jive and associated to the theme.  One sticking point was moving themes between instances.  If you wanted to create a theme in one Jive instance and move it to another it could be a bit labor intensive since the theme was not exported with images.  The fall release fixes this problem!  All the resources will be placed in the Jive instance and cached by the Jive cloud content delivery network for high performance local access across the world.

 

Screen+Shot+2014-11-03+at+4.13.58+PM.png

 

Theming tool improvements - Internationalized user-bar

For anyone setting up a multi-language community you realize the need to direct users who speak different languages to different web results.  This means directing different users to different links either in the community or on your website.

 

For example, you may want to direct all French speakers to the French product community, rather then 'all users see the same URL'.   Well, in the fall release you can create 1 user bar link that reacts to the user's language!  That means having an English user see a url similar to 'english = /english-community' and a French user will see the url 'french = /french-community' check out the image to see an example of translating existing user-bar navigation links.

translate_ui.png

 

 

Role Badges

Gamification is great for highlighting what users have earned some level of reputation by answering questions, blogging, attending events, or some other action of high value to your community.  But, sometimes you just need a different way to highlight that someone has an expertise.  For example, an employee who has gone through all the training that your company provides should be highlighted in some special way, even if they are brand new to your community.  Sounds like a job for a special type of badge that highlights the role a person has in the community, a Role Badge.

 

How does this work?  Select an image to upload and apply it across any subset of users that you want: support users, employees, customer champions, experts.  You can re-use any of the pre-defined list of 6 different roles along with your own self uploaded icon / image.

Few things to note:

  • Role names: At the moment the titles of the roles can not be changed, this was done on purpose so that we could collect feedback as well as make sure that our titles were fully internationalized.
  • Icons: You can actually have multiple 'support' role badges with different icons. Or 3 sets champions with different color icons, so feel free to mix and match!


Screen+Shot+2014-11-06+at+12.19.43+PM.png

role_badge.png



Responsive Mobile Home Configuration

When Jive launched our responsive mobile browser design we got feedback that community managers needed more control over what mobile browser users see when they view the community home page.  The Jive fall release adds this new ability for your community admin to select from a wide variety of Jive tiles to place on the responsive mobile home page.  Access the home page from your user dropdown, select the tiles you want and publish.  You can quickly build out a marketing, partner or customer service focused landing page for all your mobile browser users!


Now, some might be asking why we don't just make the main home page responsive.  The easiest explanation is that 3 columns or 2 columns of data does not transition into a seamless mobile browsing experience with 1 column.  So at this time the best way to make sure your mobile users have a predictable experience is to give you total control of what they will see.  In the past we had some limited options, now you can choose from many of the best Jive tiles.


What about the Mobile apps?  At this time the customized page is dedicated to the mobile browser view, but we are working towards exciting changes in our Mobile Apps as well.


Screen+Shot+2014-11-03+at+4.25.13+PM.pngScreen+Shot+2014-11-03+at+4.25.22+PM.png

 

Additional Updates (Just cause I wanted to talk about them!)


All Jive icons are updated so they are fully supported for HD displays.

8c4_blogpost_icons.png



Unsubscribe (from emails) for JiveX is now a quick link you can add to any outbound email.  Just enable and your users will see the option in every email footer to quickly turn off all future email notifications.

Screen+Shot+2014-11-06+at+12.40.53+PM.png


All the selection calendars have also been improved throughout the interface.In conclusion, there have been a ton of changes to our theming and branding capabilities as well as your ability to create a better brand experience throughout your community!


Screen+Shot+2014-11-06+at+12.56.39+PM.png8c4_blogpost_icons.png8c4_blogpost_icons.png


  • Internationalized userbar
  • Role Badges
  • Theming tool Image Uploads
  • Mobile Home configuration
  • HD Icons
  • Email footer 'unsubscribe' option
  • Better calendar selector

 

Expect even more in the next release, we are working on some really cool additions that I will be blogging more about in the coming months.

Activity streams are one of the key areas that new users within a community visit when coming to a site.  Their initial experience is determined by what content shows up here, and it becomes their starting point to click through and participate in the conversation.

 

"Traditional" Jive Activity Streams:

With traditional activity streams (the Jive experience across the board before our fall release) a user will see whatever was just created or modified.  That could be a four year old document that just got modified or commented on, or a newly created discussion.

 

Quick rant for external communities: It is almost always wrong to show un-engaging or outdated content 'front and center' for every new and returning user in the community to see.   Time based activity streams provide a very limited view into the value of a community, time based streams are better as a 'firehose' of information, meant to be filtered and cut down to a manageable feed.

 

Trending / Value based Activity Streams in the Fall Release:

In the fall release we are beginning the move towards activity streams that present content that is the most valuable for the end user.

 

     trending-streams.pngScreen Shot 2014-10-01 at 5.38.03 PM.png

 

 

So what actually changed?

The biggest change is to the purpose of the main "Activity" page.

 

"Activity" has been updated to focus on Top and Trending activity, Trending People, Recommended Content, Recommended People and Recommended Places.  These changes are powered by the Jive Recommender service with enhancements to the number and variety of results.  At the same time we have made changes to the display of the results in a more 'mosaic' pattern to visually show that time is no longer the concept that is organizing the results.

 

Experience changes:

  • New users will be presented with the top and trending content in the community as a primary experience.
  • Returning users will see a blend of content since their last visit as well as recommended content they may have missed in their last visit.
  • Power users still have the flexibility of creating their own streams of activity, as well as leveraging the new stream to see if their content is top!

 

Overall stream improvements meant to boost click through rates:As many social sites have found, images drive views.  So now all activity stream entries will pull images from the content to make their entries more 'clickable' and better drive users to read the whole post.  Throughout Jive and JiveX you will experience easier to read and more dynamic activity streams.


Activity_entries.pngScreen Shot 2014-10-08 at 3.59.31 PM.png



Future vision:

Imagine visiting a product space for the first time, you likely want to see a wider view of the best content over the last few weeks or potentially months.  But what if you come back after a few days?  The system will present a snippet of activity since your last visit.Community managers will also gain the ability to push featured content into the main activity streams to create a perfect blend of curated content, community trending content and recommended content that is based on the user's connections to other people in the community.You can also expect better intelligence on the recommendations, and thus better trending content logic.


TL;DR

Jive Past:

  • As a user I navigate to the community and see recent activity from the last few minutes.

Jive Fall Release:

  • As a user I navigate to the community activity and see the top and trending content in the community from the last few hours/days.

In the JiveX Fall release blog we touched on structured outcome management and analytics improvements for our JiveX fall release.  This blog is meant to dive deeper into the feature and cover some of the underlying changes and thoughts around them.

 

 

Structured outcomes improvements:

Based on feedback from our JiveX customers we decided to make further improvements to the admin's control over 'structured outcomes' (Mark As: final, official, success, decision, outdated, helpful, correct etc).

 

Screen Shot 2014-11-03 at 1.58.43 PM.png

 

You can now turn outcomes on and off and these changes will be reflected within the desktop / responsive experience across Jive.  The goal here was to provide JiveX customers with an easy way to remove the more 'task' oriented aspects of outcomes and instead leverage the more knowledge base centric 'final / outdated' outcomes. In our Spring release we made outcomes controllable via permissions, and now that you can turn some outcomes on or off - an admin can effectively leverage outcomes as they see fit.

 

Note :  Since this feature was built for JiveX, the assumption is a vast majority of users will be using browser based versions of JiveX.  There are a few areas in Jive for Outlook and the Jive Mobile App where If you have items marked with outcomes and then turn them off, those outcomes will still be shown.

 

Auto Mark Answer:

One of the more difficult situations for a community is when questions go unanswered.  Maybe the person who asked the question never marked a comment as the correct answer, or maybe they never returned.  Either situation results in quite a few questions that might have great responses, but no official 'answer.'  Luckily, in the fall release we decided to bring in an 'auto answer' feature to help out all community managers dealing with this problem.  You can now set a threshold of 'helpful' votes on any question before it is marked as 'assumed answered' for the community.  The default is 10 helpful replies, which is adjustable in the administration console (the above screenshot shows the configuration towards the bottom).

 

A More Helpful 'Helpful':

 

 

Helpful.png

Being able to mark replies in Jive as 'helpful' has been around for quite some time, and is quite useful in identifying the best replies to any specific discussion.  When 'like' was introduced we noticed how quickly 'liking' overtook any other action that users could leverage on content.  Community members were effectively using 'like' to identify replies as 'helpful' or 'funny' or even 'thanks.'  Over the last few releases we have made changes to 'helpful' - going from a feature that only the author of the content could leverage towards more of a community accessible feedback tool.    But, something was still missing, and the fall release will put this to rest.  Now anyone can quickly mark 'helpful' with the dedicated quick button and multiple users can mark the same reply or comment as 'helpful' which brings the community more control.  Helpful has also been added to the Jive inbox, replies, document comments, blog comments and more.

 

On top of helpful being easier to leverage across the community, we also added the option to choose if a reply is not helpful.  This means even more data across replies to your question.  8 out of 11 people thought a reply was helpful?  Pretty good.  5 out of 100?  Not so much.  This option is on for JiveX and off for Jive by default.

 

Helpful Roll-up badge:

Imagine a discussion with 500 replies across multiple pages' worth of content.  How can you find the best reply as quickly as possible?  In the fall release we have made sure to extend the roll-up badges to 'helpful' votes.  The 'most helpful' content will rise to the top of the roll-up, which gives your users or the community manager easy access to find the most helpful replies across even the longest of threads.

 

helpful-rollup.png

 

I have the same question

Every discussion now has a simple one click action that your community members and guests can leverage to denote that they have the same question.  These 'votes' on the question will impact how community managers assess priority which questions to answer first, because a question affects a hundred people versus only one is quite a sign.

 

I have the same question2.png

 

We also added the ability to filter all questions based on the number of users that have marked the 'I have the same question' option.  This filter can be applied to any content browsing page throughout Jive or JiveX.

 

Screen Shot 2014-10-16 at 8.20.14 AM.png

 

Analytics and Reports

With the changes to 'helpful', we expect a larger group of users to self identify when they have found something to be 'helpful' when browsing through a community.  This data is critical to a community admin who wants to better prove that their community is enabling users to find answers and is deflecting questions that could have become support cases.  Combine the new 'helpful' and 'correct' report with the 'views of answered questions' and you have a much clearer picture of how many users are being helped by your community on a daily, weekly or across a custom time period.

 

Who viewed answered questions:

view_reports.png

 

Users marking helpful and correct:

Screen Shot 2014-10-17 at 8.09.30 AM.png

 

Last but not least - You really should connect your Jive instance to the Data Export Service.

The Data Export Service will gather the activity across your Jive instance for integration via BI tool or download and analysis via CSV.  The new Service UI allows you to run quick reports to see what kind of data would be returned.  A great jumpstart for anyone trying to figure out interesting data to collect or analyze in jive.

data-export-service.png

 

TL;DR

In the Fall Release there have been a ton of improvements focused on improving how our JiveX and Jive communities can do the following:

  • Simplify the Community Manager's job through better Q&A Automation and by more easily Identifying final / official content.
  • Improve case deflection by allowing your community to self identify the most helpful replies to questions and comments with the redesigned 'helpful' functionality.
  • Better prove ROI with new reports and easier access to our data export service.

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