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Welcome back to our blog series on revitalizing your community. In our first post, we tackled how to optimize Jive for mobile. Today, we’ll discuss one of the most common questions that we hear from community managers: how to improve search.

 

What to do when search “doesn’t work”

 

Raise your hand if you’ve ever heard your employees complain that they can’t find anything in the community. This can be frustrating for the employees themselves - the community is supposed to make work easier, not more cumbersome! - and for the community managers who work hard to make their community useful and meaningful. But while it’s easy to blame the tool when search “doesn’t work,” it’s typically the processes that are getting in the way.

 

While search challenges are rarely the tool’s “fault,” it definitely helps to know how to use the tool most effectively. Check out our recent document on how search works for a deep dive into Jive’s search functionality.

 

When we discussed these six strategies for revitalizing your community in our recent webinar, we asked attendees how often they review their community for outdated content and places. The answers were split pretty evenly between folks who review it often, sporadically, and not at all.

 

 

Why does it matter? Because keeping your content and places current is the most important thing you can do to improve search results. Content adds up over time; more “stuff” is created by virtue of use and activity or the evolution of your brand or products or organization or whatever. But wrangling that content can’t be crowd-sourced. Your internal community needs to be a trusted source of corporate information and that doesn’t happen on its own.

 

So how does it happen?

 

  1. Define responsibilities. Content curation should be the responsibility of the content owners and subject matter experts. The job of the community manager is to make sure that content owners are reviewing and updating their content consistently. Once your processes are in place, make sure that SMEs know the rules and understand that keeping content current is their responsibility.
  2. Set your rules. Before you can start freshening up your community, you need to decide how you define “fresh”. When is a piece of content or a place dead? This will vary for different organizations. Some customers call it a year without activity; for others, it’s three months. I think six months is a good average and a safe rule of thumb.
  3. Conduct a content inventory. Once you’ve decided on a cut-off date, it’s time to recruit content and place owners to go through all of their places and content to discover what’s still relevant. While a content inventory can be onerous if it's never been done - or not done for awhile - using Jive’s features can help. Within your places, for instance, you can filter by the oldest activity and quickly see when the last activity occurred.
  4. Start with places. If you haven’t done this in a while, you may find pages and pages of groups that haven’t been touched in some time. It can be helpful to start with the ones that are pretty obviously dead. If they haven’t been used in years and/or the owner is no longer with the company, it’s probably safe to delete them (although if you can track down the owner, asking before deleting is always a good idea.) For places with low activity, work with the owner to decide on next steps. Does the owner need help revitalizing it, can it be retired, is it still relevant? Ask your community owners to actually look at their content within the places before deciding, then determine if it should be updated, archived, marked outdated, or deleted.
  5. Inspect your content. Once you’ve decided what places to keep, it’s time to move on to the content within the places. This is a task for the owner or SMEs . As community manager, you probably don’t know what should stay and what can go. Unfortunately, getting owners/SMEs to go through their content can be tough. This puts you in a hard position: you want to clean up the community content in order to improve search results, but you can’t clean it up without the SME’s assistance.   A solution: archiving. If there is content that you can’t delete but you suspect is nolonger active or relevant, move it to an unlisted or secret group that you create as a holding zone. In this way, the content is still accessible if anyone needs it but it won’t continue to gum up your search results.
  1. Motivate your owners. While the archive hack helps, it’s still important to get community owners and SMEs to go through their content. You can try to motivate them by explaining how a clean community is a happy, active community and how it will benefit their colleagues and team members. You can also draw a hard line and threaten to delete their content if they don’t claim it by a certain date. This tends to work better, but make sure that you have support from a leader to get employees to comply or be okay with the consequences.
  2. Implement a content naming and tagging strategy. Congrats! You’ve cleaned up your community. Now it’s important to keep it that way. One of the best ways to organize and optimize places and content is through consistent naming and tagging. For example, say you have offices in 20 countries, which means that you probably have 20 HR spaces and 20 holiday schedules posted in your community. If they're all named "holiday schedule 2019", users will find 20 versions in their search results - not just the one for their country. That's not very helpful. A content-naming and tagging strategy should be consistent and include things like country, language, department, even a date or a sub-department - things that help people who are searching to really find the content that they want. Tag content with keywords that are not found in the title or content area. You can also bulk tag content by going to the bulk content management area at the bottom left of the content tab to make this process go more quickly.
  3. Mark content appropriately. Marking content “Official” moves it higher in the search results than other versions with a similar name or topic. By the same token, marking something “Outdated” moves content lower in the search results. This is a great option for content that isn’t the most up-to-date but still needs to remain accessible. This can also be done using the bulk content management function.
  4. Promote search results. Now that you’ve got a shiny, spruced up community, you can use some more advanced search features to further optimize users’ search. Promoted search results, for instance, work like a google ad. The community manager can designate specific content that will be pinned to the top of the search results when a user types in a particular set of keywords. This can be a good strategy for things like policies or other documents that you want to make sure people find when they’re searching.


Here’s the best part: once you implement the steps above the first time, the next time it won't be so bad - as long as you go through this process consistently. The key to a well-oiled search machine is current, organized content. So clean it up and then keep it up, and hopefully those “I can’t find anything!” remarks will be history.

 

For more ways to revitalize your community, check out the other posts in this six-part series:

  • Optimizing for mobile
  • Improving search
  • Recruiting advocates - coming soon
  • Engaging leaders- coming soon
  • Personalizing your communities - coming soon
  • Sharing your successes- coming soon

Whether your Jive community has been around for six months or six years, whether it’s never been more active or is stuck in a slump, there are always ways to improve your users’ experience. That’s why we focused a recent webinar on new ideas for revitalizing your community - and why those ideas are now the basis of this 6-part blog series.

 

In today’s post, we’ll start with how to optimize your Jive community for mobile. As we all know, modern employees are constantly on the move. From traveling for work to working from home, more and more communication and collaboration happens away from the office every day. That means that a strong mobile experience is critical to the success of your community.

 

Optimizing your community for mobile starts by looking at its architecture. In our webinar, we asked participants whether they were using widgets or tiles for the majority of their places, because the answer can have a major impact on your mobile experience. Here’s what our attendees reported:

 

 

This is good news for the majority of folks on the webinar that day. Using tiles instead of widgets is one of the easiest ways to improve Jive’s mobile experience.

 

Switching from widgets to tiles

 

While Jive widgets work great on desktop, they’re not ideal for viewing and interacting with content on mobile devices. Widgets don’t show up on the narrow browser view of a phone or tablet or in the Jive Daily app. That means it’s a good idea to move your widget overview pages to tiles, even though the prospect can seem daunting.

 

There are a few ways to make the widget-to-tile transition seem less burdensome. You can start with your most motivated place-owners and/or those who have the greatest need or interest in mobile engagement. Work closely with them to create a new, tile-based standard layout, then replicate that template with other places and other teams. Once the holdouts see the impact of the switch, they’ll be excited to make the change themselves.

 

If you’re on the cloud, you can keep your widget overview page up and running while you configure your new tile pages. A great option for that configuration is to use the news page as your home page. Many of the tiles available on the news page are comparable to the widgets you may have been using on your home page, and the news page will automatically show up on users’ mobile browsers and in the Jive Daily app, where news is the main landing page. In other words, you can keep your widget overview page alive for desktop purposes while creating a similar (but far superior) mobile version using the tile-based news page.

 

This strategy does involve maintaining two separate pages, but we’ve heard from some customers that it’s worth it to have experiences that they feel are best optimized for desktop and mobile respectively. You can also, of course, keep the widget home page live while you’re building your new tile-based page(s), then shut down the widget page.

 

You’ve switched to tiles: Now what?

 

Once you’ve made the transition from widgets to tiles, there are a few things you can do to further optimize the mobile experience.

  • Plan your landing pages carefully. Mobile users will always see the top left-hand tile first on their page. People don’t like to scroll forever, so it’s important to arrange your tiles in order of relevance to your users with the most important content in the top-left area of your desktop landing page.
  • Take advantage of tiles. One of the benefits of tile pages is that you can have up to five tile landing pages on any place, which create better navigational elements then just being able to have an overview page and maybe an activity page.
  • Test, test, and test again. It’s critical to make sure that all of your pages are working for all of your devices. Especially if you have a mobile-first strategy at your organization, test each page from each place on every device used by your workforce, both on mobile browser and in the Jive Daily app if applicable. Not all tiles are currently supported in Jive Daily, so it’s extra important that the tiles you choose work well and create a positive experience in the app.
  • Promote your fabulous new mobile experience. You’ve put in the work to update your mobile experience - now it’s time to spread the word. You can use any or all of the campaign functionality in Jive, of course, or get creative with it. For example, if you have a large group of users in one location, you could set up a fun photobooth to get people to take a picture to use as their avatar. Training on the Jive Daily app is always a good idea, too, so people feel comfortable using the new interface.


That’s a wrap on mobile. Let us know if you have any questions or ideas in the comments section, and don’t forget to check back for the rest of the series on revitalizing your Jive community:

  1. Optimizing for mobile
  2. Improving search
  3. Recruiting advocates
  4. Engaging leaders
  5. Personalizing your communities
  6. Sharing your successes

This is the fifth in a series of blog posts that will focus on answering the question “what is the long-term future of Jive?”

 

In today’s post, I’m going to take a break from the focus of the last few in this series.

 

Over the first four posts, I focused on PeopleGraph – the new core technology we’re building that is the future “engine” of Jive. I’ve also talked about two of our four innovation themes - Discovery and Connection - that describe the focus for the things we’re building on top of PeopleGraph. The other two innovation themes, Collaboration and Organizational Insights, will be the focus of the final two posts in this series (yes, I’m intending to actually wrap this up).

 

The Broader Reinvention of Jive

For customers, what we are doing with PeopleGraph is the most visible part of Jive’s reinvention, which is why it has been the exclusive focus of these blog posts. However, of equal importance are some of the fundamental technology choices and changes we are making under the hood – changes that are foundational to making new technologies like PeopleGraph work. In this blog post, I’m going to talk a bit about these changes, and what they mean for customers in both the short-term and longer-term.

 

Perhaps the most important long-term product decision we’ve made involves the different technology deployment mechanisms Jive currently supports – on-premise, hosted, and cloud – and all of the configuration and customization variations associated with each of those. So, as we roll through some of the core technology decisions, I’ll also clarify how those technology decisions are deeply intertwined with our overall strategy and the impacts they create for customers using each of these different deployment models.

 

Freedom from Compromise

One of the significant constraints that Jive had self-imposed was the intention to keep Jive cloud, Jive hosted, and Jive on-premise roughly in synch and at feature parity. They weren’t fully successful with this of course – there are numerous feature variations among the different deployment models – but nevertheless the soft imposition of this constraint created two important product implications:

 

  • Jive would attempt to use the same technologies across cloud, hosted, and on-premise
  • Where possible, Jive would make available cloud services to hosted and on-premise customers

 

On the surface, both of these seem like customer-centric decisions. But there is a mammoth cost to this approach. Each time Jive wanted to advance one of the products – for example, making a significant change to the search service for cloud customers – it had to take into account a vast array of dependencies (in this case, for example, the fact that any change would impact a number of hosted and on-premise customers, each of whom are likely running different versions with different customizations). And these dependencies created two meaningful impacts: first, they materially slowed innovation, as the new code had to be compatible with an endless array of customer scenarios, deployment models, and technology stacks. And second, they compromised the kinds of innovations that could be considered in the first place (the “lowest common denominator” effect of limiting innovations to those compatible with each and every customer case).

 

If we are to move Jive forward at the pace we aspire to, we have to eliminate the kinds of dependencies and compromises that slow things down, create problems with quality, and lead to bad long-term technology decisions. And so, while we build out the new engine of Jive with PeopleGraph – and all the killer related functionality – we have made one other important decision. We are firmly divorcing “cloud” and its technology stack from hosted / on-premise and its technology stack. Let me share a bit more about why we’re doing this, and what it will mean to you.

 

The Power of the Public Cloud Operating System

Most often, when people hear the term “public cloud,” they think of hosting services that are provided at broad scale and priced on a consumption basis, assuming these services are fundamentally similar to a traditional hosting provider like Rackspace. But this reflects a dated understanding of what the public cloud is today and where it’s going … and the tremendous value it can unlock.

 

By all accounts, public cloud providers (and, specifically, AWS) resemble not so much hosting providers as operating systems. They provide a large and growing array of application related services that the software built on them can access, just like an operating system like Windows did as it grew in functionality throughout the 1990s and 2000s.

 

Consider the following graphic that illustrates the AWS services menu growth. It doesn’t take a genius to understand that this is an important technology trend, that the changes we will see in the next five years are likely to dwarf what we’ve seen in the previous five, and that companies that make the decision to go “all in” on this key trend will reap tremendous competitive advantages.

 


 

As a specific example of the kinds of advantages the “cloud operating system” provides, we are currently building a new video service for Jive. Unlike the legacy video service it is replacing, this new service will leverage an array of native AWS video capabilities, including transcription, sentiment analysis, facial recognition, and more. Were we to build all of these capabilities from scratch, or attempt to stitch them together from multiple providers, it would take a significant amount of time and result in a solution of considerable complexity.

 

However, because we are able to leverage a host of native AWS services, we can rapidly develop new features that are remarkably rich but also quite simple. And, those features will continue to advance as both the “cloud operating system” continues on its exponential innovation trajectory and we work to find new ways to leverage it. If we do this right and eliminate blocking dependencies, the pace of innovation will be dizzying.

 

The tradeoff, of course, is that by using native AWS services we are building innovations that won’t work in an on-premise world. And we are at peace with this tradeoff; attempting to harmonize the (literally) thousands of different customer configurations, customizations, and deployment models into a single path forward that still meets the needs of each customer grinds software companies to a halt. If you ever wonder why mature software companies stop innovating – look no further than this phenomenon. It’s not that they have suddenly lost the ability or desire to be innovative. It’s that, unlike startups that have few if any existing customers to worry about, they compromise their future by creating too many dependencies on their past.

 

But it goes far beyond enabling the pace of innovation. It also contributes to simplification, and simplification in turn makes it easier to ensure high quality while innovating. I can provide a very clear example of this by looking at the Jive cloud architecture and where we are taking things.

 

Simplifying A Mess of Complexity

Jive made the decision to migrate to AWS before Aurea bought the company. This was a good decision and one we wholeheartedly endorsed. Unfortunately, what became increasingly clear in the months that followed is that the Jive cloud architecture was both extraordinarily over-engineered and included dozens of unnecessary and complicating compromises to decouple Jive from AWS. The implication of these decisions was that the Jive code base became larger, extraordinarily complex, and inherently fragile (you can get a sense of this complexity in the “marketecture” illustration of the old Jive cloud architecture below). Some of you that endured transition pains during your AWS migration may have experienced first-hand the impact of this complexity. Complexity breeds fragility.

So, in addition to building new capabilities such as revamped search, the new video service described earlier, and all of our PeopleGraph centered innovation on AWS services, we are also rewriting and simplifying large swaths of the Jive cloud codebase to do the same. This won’t necessarily yield increased functionality, but it will result in a substantially simpler, more manageable, and higher quality code base that is vastly more resilient and suited to the pace of innovation we aspire to. We’ve been hard at work on this re-architecture, and we consider it of equal importance to all the work we’re doing with PeopleGraph.

 

We are embracing a future for Jive cloud that will be simultaneously rich in innovation but also remarkably simple under the hood … all made possible by unencumbering it from legacy dependencies.

 

 

 

So, to put a bow around all of this, for cloud customers we have really been focused on three big product initiatives. The first is the overall migration to AWS – a huge effort that has involved multiple releases in order to move and stabilize hundreds of customers as they migrate to the new environment and architecture. Thankfully, this work is nearly complete. This is the jumping off point for everything we are doing, and was a critical, if time-consuming, first step.

 

The second is the re-architecture to native AWS services I’ve talked through in this post, and that effort is well underway and customers will begin to see the benefits once the migration work is finally complete in the months to come. We will roll this out in a step-wise, iterative fashion, changing and simplifying the plane while flying it. These changes are what will enable us to actually take full advantage of the power of AWS to deliver rapid innovation to customers.

 

The third of course is the new PeopleGraph-based innovation that we are building on this new architecture. We have completed much of the work on the core PeopleGraph engine and are now working on the first sets of new application features that will be built on top of it. We’ll be sharing those first sets of innovations in the months ahead and I’ll have more details on the first things we’ll be shipping in a future blog post on our “Insights” innovation theme.

Hold on A Minute Here … I’m On-Premise!

Roughly a third of Jive’s customers are on-premise. And, as I’ve described, all of the innovation pace and potential that our “leverage the native AWS operating system” technology strategy unlocks for cloud is not applicable for on-premise. So, what does this mean for those customers (or our hosted customers, who are typically just on-premise customers using AWS as a “dumb” data center)?

 

Before I describe our strategy let me be clear – we are 100% committed to our on-premise and hosted customers. We have no intention to end-of-life any product, nor any intention to “force” customers to the cloud. And, it’s important to understand, this position is unusual. According to a January 2019 Gartner research report entitled On-Premise Collaboration Options Are Dwindling, “By 2023, less than 20% of businesses will be substantially provisioned with on-premise collaboration and communication capabilities.” In the broader world, on-premise collaboration solutions are an endangered species. Not with Jive.

 

That said, we intend to make changes designed to create at least some of the same kinds of simplifications and legacy dependency eliminations as we’re doing for Jive cloud. To that end, here are a set of things specific to on-premise and hosted customers we’re working on right now:

 

  • Today, we have customers running 22 different versions of Jive HOP that include over a thousand plug-ins and customizations. We want to get as many customers as possible onto a single version so that our product development effort is singularly focused and not enervated through division.
  • To do this, we are building multiple, automated upgrade scripts that will enable a simple, low cost, and low risk upgrade paths from each of the 22 different versions deployed in the field so that customers running mostly stock versions of the software can easily upgrade to the latest version.
  • For customers using one or more plug-ins and customizations, we are also determining which of these have sufficiently broad utility such that they can be productized as add-ons to the latest version (and in cloud). The goal here is to ensure that for the most common customizations, customers can move from custom code to supported product code, and from on-premise to cloud.

 

The end result of all of this work is to get as many customers as possible to the latest version so that we are in a highly supportable, stable state and are then ready for forward movement.

 

So once we have all HOP customers on the most stable jumping-off point, then what?

 

The number one and preferred option for customers looking for the fastest pace of innovation and the most exciting roadmap and direction – all of the things we’ve been talking about in this blog series – will be to consider an eventual migration to the cloud version. While this won’t be the right answer for all customers, we believe over the long-run it will be the answer for most.

 

There are generally three reasons why Jive customers remain on-premise or in a hosted environment:

  • Unique security, compliance, or other corporate policies that formally preclude consideration of public cloud related applications. In our experience, this is becoming an increasingly small minority of customers. It is rare to find a Global 2000 company that has not embraced cloud technology somewhere in their business. Nevertheless, it does still exist, particularly in government and certain highly regulated industries.
  • Highly customized deployments that make migration to a standard cloud instance expensive or involves significant functional tradeoffs. This is real. Many customers have heavily customized Jive – themselves, with partners, and with Jive professional services. Our research into this issue suggests that there are thousands of Jive plug-ins and customizations, some of which are intrusive and amount to hacks of the source code.
  • Good old-fashioned inertia. Or, to be more diplomatic, a cloud value proposition that is not sufficiently compelling to warrant the cost – financial, political, technical – of change.

 

Let’s talk about these in inverse order.

 

For customers in the last two situations for which there is really no policy barrier to cloud adoption, we believe it just comes down to us creating enough compelling value in the Jive cloud product to warrant the pain of change. And that is a good way to think about our intention. We are going to create so much innovation over the next three years in the newly re-architected cloud version of Jive based on PeopleGraph that we believe you will race to adopt it. This is not “forcing” customers, it’s enticing them. It’s on us to deliver a product that is so awesome it overcomes the forces of inertia.

 

For the small subset of very large customers that have customized Jive to such an extent that it has nearly become a different solution - supporting unique use cases that will not be replicated in our cloud offering - there are two possible options.

 

The first option is that the value proposition of the cloud offering ultimately becomes so compelling that it overwhelms the utility and value being delivered by the customized on-premise deployment (this is our hope)! This may take 6 months or two years, but as we continue to innovate the cloud version will get better and better, enticing more and more hosted and on-premise customers to adopt it.

 

The second option, appropriate for a small subset of highly customized hosted or on-premise customers – may be to begin treating the Jive deployment as what it is – a bespoke, home grown solution with Jive at its core. For these customers, the right solution may be to call a spade a spade and work with the customers to support it as such – certifying the customizations and building a unique, tailored roadmap that is focused on the customer’s core use case and business value thesis. And certifying the customizations is important – this basically turns unsupported, bespoke code into testable code that we “certify” and support through the upgrade process. It provides highly customized and configured installations with the same level of quality assurance we aspire to deliver for stock software. Note this path is really only appropriate for large customers with the resources to support what amounts to a single customer product, but our Gold Concierge Program is this scenario, and for a small group of customers who have effectively turned Jive into something else it may be the appropriate approach.

 

This leaves the last group – those with unique security or compliance policies that preclude a public cloud deployment. For these customers, our intention is to create a new product (we are provisionally referring to as Jive HOP Enterprise Edition) that will focus on and cater to the unique business requirements of this niche market. We have, in fact, already branched the code base to begin initial planning work, but we don’t intend to ship a first version of this product until 2020. Like the cloud product, the technology decisions will be unencumbered by the past (thus the branching of the code), and the product will have unique features (such as a completely revamped content archiving and features related to risk analysis and compliance among their employees) that are hyper relevant to this market segment and will not be available in the cloud version (primarily because they are features that are not valued by the vast majority of customers). We’re very early in the planning for this product, as most of our focus through the remainder of 2019 will anchor on the cloud product. That said, Jive HOP Enterprise is coming. It will be the first completely new on-premise collaboration product in nearly a decade.

 

Bringing It All Together

I’ve thrown a lot of things out in this blog post, so let me summarize what I believe to be the most important take-aways for customers:

 

  1. We believe the public cloud operating system is the single most important technology trend of the last decade (vastly more important than “big data”, “blockchain”, or a host of other tactical technologies that get infinitely more coverage in the technology media).
  2. We are building the future architecture of Jive on native AWS technology – breaking with the constraints of the past and opening a future of high quality, stability, and rapid, meaningful innovation.
  3. We remain 100% committed to our on-premise and hosted customers and have no intention to end-of-life hosted or on-premise versions for the foreseeable future. We will be taking steps in get all of these customers to the latest version to increase stability and quality and maximize functionality.
  4. We intend to launch, likely in 2020, a new Jive HOP Enterprise Edition that will focus on the business requirements of customers with unique security and compliance considerations (governments and highly regulated industries).

 

We expect over the next three years to bring a pace of innovation that, as Jive customers, you haven’t seen in five years or more. We are keenly aware that you’ve been thirsty for innovation for several years. We also recognize that taking the “two steps back” decisions since acquisition have exacerbated that. But all these decisions have been taken in the interest of creating forward momentum. While it was simply not possible to do so where Jive was, we will be uniquely positioned to do so based on where we are going today.

 

We are beyond excited about the future, we look forward to rewarding your patience and we are grateful for your continued confidence.

Get ready to enhance the value of your Jive community. Jive Urgent Notifications is powerful feature lets you broadcast real-time alerts via high-visibility channels such as text and voice – immediately notifying anyone or everyone in your community when critical business situations arise and time is of the essence. It’s easy to configure and easy to use.  Watch the two minute overview, then install and configure.  It's that easy.

 

 

 

Fun fact: we built Jive Urgent Notifications using AlertFind, one of the many products available to Jive customers in the Aurea Product Library. By leveraging AlertFind’s codebase, Aurea engineers were able to relatively easily deliver a value-add feature for Jive. That’s the promise of Aurea Unlimited at work.

 

 

Installation and Configuration

You install the Urgent Notifications feature just like any other Jive add-on. Watch the How To video - step by step instructions on how to install and configure

 

When installation completes, you’ll be taken to the settings page. Please allow up to a minute for the installation to complete in the background before configuring, then click the “Configure Now” link at the bottom of the window.  You can always return to this page at any time if you need to change the settings.

 

There are just four fields to configure:

  • email
  • mobile phone
  • home phone
  • question

 

The purpose here is to specify which Jive user profile fields will be used when routing the notifications to recipients and if there should be a yes/no question.

 

For example, the user profiles in your Jive community may have several fields for mobile phone numbers. In the configuration screen, you can choose which of these phone numbers will be used when sending mobile text notifications.

 

You can also choose which email address to use for email notifications, and you can choose a landline home phone number for text-to-speech notifications. The mobile phone number field is required; the other two fields are optional.  If a user doesn’t have the necessary contact information in their profile, they won’t get an Urgent Notification. For example, if they don’t have an email listed, they won’t get an email notification. For that reason, you may want to implement rules for your organization to ensure that users fill in the necessary profile fields and keep them current.

 

The other thing you’ll need to specify is who in your organization gets to send Urgent Notifications. You’ll probably want to limit this capability to designated individuals such as team and department leaders. You don’t want people spamming their colleagues with unnecessary notifications.  You can do this in your Admin Console, by adding users to a group called Urgent Notification Senders. All users you add to the group are whitelisted, enabling them to send Urgent Notifications to public groups or or any private groups that they’re members of.

 

Now that you’ve configured it, you and other authorized users can send Urgent Notifications whenever the need arises.

 

Let’s explore how the feature works, using a concrete example.

 

Imagine you’re the head of corporate marketing for your company. You’re planning a big news conference in two weeks to announce a company merger. But you suddenly learn that rumors of the deal have started circulating on social media. You’ve got no time to waste. You have to immediately alert your communications team and get them ready to answer questions from the press. Conventional communications are just too slow. You need Jive Urgent Notifications.

 

The feature works at the Group level, enabling you to send notifications to all the members of any group in your Jive community. If you want to reach a specific population of users such as the members of a department or everyone who works at a certain location, just choose a private group corresponding to that audience. If there isn’t already a group that matches your target audience, you can create one. And if you want to reach everyone in your community, choose a public group--since public groups include all community members.


In this example, you’ll be sending to the Corporate Marketing group. Just go to that group in Jive and choose “Urgent Notification” from the Action menu.  Write a brief header describing the subject, then write the body of the message. The body will be sent as a text message to recipients’ mobile phones. It’s also used as the body of the email notification and the content of the text-to-speech message sent to landline phones--if you’ve opted to use either of those channels. You can also include one or more links if you’d like to refer recipients to documents or other resources for further guidance. In this example, you link to a Q&A document that will help your team respond to questions about the merger.  If  the "disable question" is not checked in the configuration, you can also add a yes or no question for recipients to answer. This is useful in emergency situations when you need an immediate response.

 

When your message is ready, click Send Notification. You’ll be asked to confirm and shown how many people you’re sending to. If you’re sure you want to send, click Confirm.

 

Once the notification is sent,  your corporate marketing team will immediately receive the message as an SMS text on their mobile phones. They can respond to the yes/no question directly from their phone. If you’ve selected email in the configuration process, they’ll also get an email, and can answer the question by sending a reply. If users haven’t received the mobile text within 5 minutes, and you’ve also selected the home phone option, they’ll get a voice message on their landline. They’ll be instructed to answer the question by pressing a specified key on their phone.

 

Whenever you send an Urgent Notification, Jive also creates an alert document containing the content of your message. The document is automatically posted in the selected group, giving your team a place to gather, ask questions and discuss the situation. A link to the alert document is included in mobile text notifications and email notifications.

 

Team members can also click the link to your Talking Points doc, where they can get detailed instructions on how to speak publicly about the merger.

 

In urgent situations, it’s not enough just to send notifications. You need to verify who’s received them and how they’ve responded. You can do that by going  to the Urgent Notifications tab in the recipient group. You’ll see a table with aggregate statistics on recipients and response rates. You can also download a CSV file that breaks down the results by individual user. If you see that any users haven’t received the message or haven’t responded, you can reach out to them again.

 

In minutes, you’ve rallied your communications team and are working together in Jive to coordinate a response.

 

You can use this same approach in any time-critical situation, rapidly notifying users and directing them to Jive for further guidance and collaboration.

 

Install Urgent Notifications now and help your company move faster, minimize disruptions and respond to pressing situations at the speed of business. Jive Urgent Notifications--when every second counts.

 

For more information, refer to the User documentation: Jive for Urgent Notifications  and the How To video - step by step instructions on how to install and configure

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