Internal Community Support example - Mojo

Version 4

    Red Hat’s Internal Community - Mojo

    2014 - Focus on providing Customer Support & Clarity, implementing new capabilities

     

    ‘Mojo Help’ - A Space that houses all “How To” instructional content related to Mojo.

    More Details

    mojo_help.png


    ‘Mojo Feedback’ - A Group for internal users to give feedback, report issues and request enhancements.

    More Details

    mojo feedbak.png


    ‘Mojo Feedback dashboard’ - A Group to monitor content/activity within ‘Mojo Feedback’

    More Details

    dashboard.png




     

    Brief History

    Nov 2013 - Migration from v4 on-prem to v6 hosted

    March 2014 - Upgrade to v6.0.3

    April 2014 - Upgrade to v7.0.1

    June 2014 - Implement New Content Types (Ideas, Events, Photo Albums), External Groups and Bulk Content Manager Plug In

    August 2014 - Upgrade to v7.0.2

    December 2014 - Upgrade to v7.0.3, Mojo Overview Page Design update, System wide theme updates

     

    In Process

    Testing Purposeful Places

    Testing StreamOnce

    Testing gmail cartridge (ON-HOLD add-on is not compatible with v7.0.3)

     

    Support Staff

    Mojo Service Owner - 75%

    Community Administrator - 75%

    Community Support Analyst - 50%

    Developer - 50%

     

    Challenges for 2014

    1. Deliver exceptional support to internal customers with limited staffing resources
    2. Introduce new capabilities and provide clarity around how to utilize Mojo the most effectively

     

    KPIs & Positive Feedback

    Adoption of Mojo as of January 1, 2015

    Registered Users = 8172

      84% of Registered Users are Active

      41% of Registered Users are Participating

      18% of Registered Users are Contributing


    The Mojo Support Team worked closely with the Employment Branding Team leading up to and during our celebration of culture week called “We are Red Hat Week”.  We created a Space where associates could post their ‘selfies’ to a daily photo album contest, write blog posts highlighting our culture and our executive team posted daily videos to the Space.  There was great global participation and feedback around how we were able to create connection among the global associates.


    By providing transparent support for this internal community using Space and Groups, we are able to respond to questions quickly and other users are able to jump into the conversation.  We often receive thanks and appreciation within our support discussions for our timely response.  User also like that they are able to search for “How To” documents from anywhere in Mojo.



    We tackled the first challenge around Customer Support by creating a Service Management Plan that leveraged 2 Groups and 1 Space to manage support.

    1. ‘Mojo Help’ Space

      1. Purpose - “The Official Help and Training Space for Mojo”  This Space houses “How To” documents and training videos
      2. Permissions - All Registered Users can view.  We do not take questions or reports of issues via this Space.  We do have the Ask widget on the overview page that will create a discussion in the ‘Mojo Feedback’ support group.
      3. Overview Page widgets
        1. Formatted text widget - “How do I use this site?”
        2. HTML - Custom carousel widget - “Featured Mojo Topics” that link out to other Places or content related to the image displayed in the carousel.
        3. HTML - Buttons to filter content by category
        4. Ask a Question
          1. Search all documents in current place
          2. Post Questions in “Mojo Feedback” support group
        5. Featured Places
      4. Content Types
        1. Documents & Videos
          1. There are 110 “How To” documents instructional documents for the various features and capabilities within Mojo within this Space. 
          2. There is 1 video that gives an overview of Mojo features and capabilities.
    2. ‘Mojo Feedback’ Group

      1. Purpose - “Mojo Feedback is the place where you can discuss things you like and dislike about Mojo, report issues with Mojo, and submit requests for Mojo enhancements.” 
      2. Group Type - Members Only
        1. Allows content within group to be searchable/visible to all users
        2. Requires that users join group in order to participate.  We did this with the thinking that if a user ‘care enough’ to participate in the group, then they may also be interested in announcements/information relevant to this group.  We will use group announcements when there are upgrade activities such as UAT, there are service degradations or if there is a maintenance outage.
      3. Overview Page widgets
        1. Categories
        2. Featured Content
        3. Top Ideas
        4. Formatted text widget - “Welcome to Mojo Feedback”
        5. Ask a Question
          1. Search all Questions & Discussions in the current place
          2. Post Questions in the current place
        6. Recent Activity
        7. Actions
        8. Featured Places
      4. Content Types
        1. Discussions (Questions)
          1. Users are asked to report issues using discussions marked as questions.
          2. The question will remain unanswered until resolution is found.
          3. If the question is not an issue or feedback, but is an enhancement request, the support team will create an Idea on the user’s behalf, @mention the Idea in response to the original question and lock the original discussion & point users to the Idea.
          4. We did have documents turned on in this Group in the beginning.  We used the documents to track UAT issues, provide instructions around processes for Mojo Feedback and to capture use cases & requirements.  We decided to move that content to the ‘Mojo News’ group because users were reporting issues via documents which the team would then need to create discussion and delete document.
        2. Ideas
          1. Users are asked submitted requests for enhancements using Ideas.
          2. Ideas are reviewed weekly in Mojo Support Team meeting.
            1. Given the spectrum of requests that we receive, we are currently working to define Integration standards.
            2. As of now, we have defined 3 tiers of integration
              1. Enterprise - Business sponsored integration with ‘cornerstone’ IT platform
              2. Departmental - One ‘cornerstone’ and one departmental (examples - lucidcharts, smartsheet, Rally, etc.)
              3. Innovation - Allowed but not supported; InfoSec approved
      5. Tracking
        1. Questions status
          1. Answered = Closed
          2. Unanswered = Open
        2. Tagging
          1. Unresolved
            1. Bugs- CPI's/Id's for bugs are typically given from the vendor once a case is submitted.
              1. jivecpi
              2. jive-#
            2. Ideas - Id's for Ideas can be found at the end of the URL: https://community.jivesoftware.com/ideas/jiveidea
              1. Jive-
                1. jiveidea
                2. jidea-#
              2. Mojo
                1. mojoidea
                2. midea-#
            3. Discussion with case #'s:- d's for Case Numbers can be found at the end of the URL: https://community.jivesoftware.com/casethread/jivecn-#
              1. jivecn
              2. jivecn-#
                1. *cpi-case product issue
            4. Overview Page requests
              1. overview_design
            5. Mojo Theme Feedback
              1. mojo_theme_feedback
            6. Custom Report Requests
              1. report_request
          2. Resolved
            1. Bugs
              1. jivecpi -> resolved jivecpi
            2. Ideas
              1. Jive
                1. jiveidea ->resolved jiveidea
              2. Mojo
                1. mojoidea-> resolved mojoidea
    3. ‘Mojo Feedback Dashboard’ Group

      1. Purpose - “Keep an eye on Bugs, Ideas, Discussions, Vendor Cases, etc. in Mojo Feedback”.  This group is used mainly by the Support Team but is accessible by all internal users.
      2. Group Type - Members Only
      3. Overview Page widgets
        1. View Document widget - Displays the tagging standards used in ‘Mojo Feedback’ group
        2. Various Watch a tag widgets from tags on content in ‘Mojo Feedback’
            1. Overview page and theme feedback
            2. Report Requests
            3. Jive cases
            4. Jive Ideas
        3. Top Ideas from ‘Mojo Feedback’
        4. Unanswered Questions from ‘Mojo Feedback’
      4. Content Types
        1. Documents - We have only one document (Tagging standards) in this group.
        2. Discussions - This has to be enabled in order for the ‘Unanswered Question’ widget to work on the overview page.  If a discussion is submitted to this group, the support team will move to ‘Mojo Feedback’.
        3. Ideas - This has to be enabled in order for the ‘Top Ideas’ widget to work on the overview page.  If an idea is submitted in this group, the support team will move to ‘Mojo Feedback’.