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External Communities

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We are communicating with you today to inform you of an action that you may need to take within your external community.


With the 2016.1 release, we launched Jive Daily, a mobile app for the Jive-n interactive intranet or employee community.  This mobile app is only applicable for Jive-n customers and does not support integration with Jive-x, external communities.  By default, your end-users will not be impacted, unless you have enabled the "Prompt web users on compatible mobile devices to launch the native Jive Mobile app" setting.  You can review this setting under Mobile/Mobile Apps/General, as shown below:

Mobile Apps image.png

If this setting in currently enabled, your users will see the prompt screen below to download Jive Daily when clicking on any community deep link.

Open jive daily.png


Removing Jive Daily Prompt Screen

To remove the Jive Daily prompt screen, simply uncheck the "Prompt web users on compatible mobile devices to launch the native Jive Mobile app" setting under Mobile/Mobile Apps/General.

We will reinstate the screen that prompts users to Download Jive Mobile, which does support Jive-x communities, on March 4th.  We ask that you keep the setting disabled until then.


If you have any questions, please share them below or use Jive Support. 

SOCM2016 Draft Cover Shadow.pngWhen The Community Roundtable launched in 2009, the idea of measuring the markers of community success was unheard of; community management was considered an art that couldn't be taught - or measured.


Seven years later, many platforms have developed sophisticated analytics capabilities for their communities, giving community managers dashboards and annual reports with which they can measure and benchmark the activity and output of their communities. Jive has invested a lot of effort to providing dashboards and other insights that make it more possible than ever for you to measure the value and ROI of your community.


So why do you need to spend 25 minutes taking the State of Community Management survey?


Because platform-driven data is powerful but it only tells you one important part of the story - the output. It doesn't tell you much about how you invest your resources to get that output - your community management approach.


For the last six years, we have been tracking the management behaviors that make for successful communities. How critical is strategy? Does executive engagement really matter - and from whom? How do content and programs fit together to drive engagement? Does the community management work you do outside the platform translate to community success? How do policies and governance affect the community? Do strong value statements derive strong engagement? What are the most effective times to be higher-touch with your members?


The list goes on and on. And the better the data and benchmarking you can get out of your platform, the more powerful this other information becomes - the data that is the lifeblood of the State of Community Management survey.


We’re taking a closer look at the data from the Jive customer segment of our 2015 survey population for a custom benchmark report to be presented next month at JiveWorld 2016 - and come chat with us about the research at our booth.


3 Reasons to Participate in TheCR’s State of Community Management 2016 survey


  1. Improve your strategic perspective: Upon completing the survey, you will automatically receive your maturity score by the eight competencies in the Community Maturity Model which will help you understand your program's biggest strengths and weaknesses.
  2. Gain stakeholder confidence: by involving stakeholders in completing the survey, it will help you and them understand the scope of community management responsibilities and start having the right conversations about what to prioritize and invest in.
  3. Be credible: By contributing to the most widely read research about communities, you are contributing to the broader understanding of the community opportunity, which gives you more credibility and career opportunities.




So what are you waiting for?


Take the survey today!


We’ll even give you coffee or let you donate $5 to No Kid Hungry.

Response to2016 CMAD Love to Jive Community Managers

At Adam Mertz and Becky Leung


At Instructure, Jive is the medium for the relationship with our customers and them with each other.  Individual customer success managers, and to some extent sales and product people own relationships with individual customers but the relationship as a whole lives in Community.


Clients can find answers, share ideas and join groups:

Screenshot 2016-01-29 15.33.28.png


In 2015, as we implemented Jive, our community grew from about 3 - 500 active participants with about 75 contributors to have over 50k registered users with a peak during our busy season of about 13k active members and almost 1000 contributors:

Screenshot 2016-01-28 12.43.46.png


Our Community and Product teams (Prod-mmunity) get the best, most popular ideas, as crowd sourced by the community and put the best ones into development:

Screenshot 2016-01-29 15.12.17.png


Over the same time period the total number of page views hitting our site increased but the percentage of "non-guides page views" that is page views in parts of the community other than on our user documentation guides increased as a faster rate:

Screenshot 2016-01-29 15.40.10.png


Looking ahead to 2016 we plan to dig into the rich trove of data in Jive and data warehouse it with other sources of data to hopefully learn a lot more about our community members - how they use our product and what makes them tick and use that information to drive a better engagement strategy.

Skynet @ groupon (jive-n)


It is my belief that as more and more millennials climb the ranks of organizations, the concept of workingoutloud will become even more prevalent.  I’ve worked for several big tech companies, some were “startups” (the most famous of which were doubleclick and Groupon).  When I was at dclk (late 90s to early 2000s), it was such an open work environment.  There was a high level of trust within the organization, everyone just got along and I made a lot of lifelong friends.  We worked together on everything.  The modern tech and tools did not exist, but we made it work well with what we had.  While at groupon, I worked alongside Kenny Lum, Brian "Skip" Schipper and Andrew Mason to bring Enterprise Social Business technology to the organization.  Andrew embraced it almost immediately (not surprising being a millennial).  Over the next four years, the program flourished and became embedded into the fabric of groupon culture.  The overarching goals of my program there were to create a platform through which employees in 45+ countries could connect, communicate, share and collaborate.  There was no hiding, I broke down silos and helped many parts of the organization that were distanced from HQ actually feel a part of the Groupon family.  Through the tool, we encouraged people across the globe to work transparently.  It wasn’t until last April that I was finally introduced to the phrase “Working Out Loud” by John Stepper from Deutsche_Bank.  I’d embraced this way of working years before I met John but hearing it from someone who has written books on the subject and who is also a huge advocate of ESB software and jive in particular really struck a chord.


EngagementOptimization @ callminer (jive-x)


CallMiner's new Jive-x community is born - 12/07/15.  Building eo for callminer will have a dramatic impact on helping us/our partners/our customers achieve faster results, will give our customers a voice and empower them to become part of our success, will allow us to develop shared ownership, will help us better understand our clients' needs, will enable us to build an army of brand advocates, will simplify the buying cycle through easier product research, will enable us to provide better support, etc.  It is OUR customer engagement strategy.  I am looking forward to creating the poster child for jive-x communities.


CC Adam Mertz Becky Leung


Internal Communities

Social media is a funny thing: brands covet its reach, but often forget about engaging with those who provide valuable feedback.  Finding the right channel(s), social listening, and crafting the right outgoing messages are important, but without engagement, you will not be trusted; without trust, you will not succeed.  Let’s discuss keys to engagement and resolution.


The customer reaches out via Tweet, Facebook, or a post within your community with a constructive, objective issue they have with your product or service.


  • The customer should receive a response within the hour
  • Apologize and show empathy
  • Research the customer’s history:
    • Products utilized
    • Their past issues
    • Is there already an open case for this issue?
  • If possible, answer the question at the initial contact; if an off-line chat is needed, offer the customer communication options:
    • Instant message
    • A link to a related discussion within your community
    • A private chat room within your community
    • A one on one phone call that may include a WebEx session
  • Engage, listen, understand:
    • Problem scope
    • Business impact
    • Pain points
    • Customer expectations
  • Offer solutions that are a win-win
  • Get customer buy-in to your solution and its timeline
  • Deliver results
  • Confirm customer satisfaction


  • Never take things personally or argue publicly with the customer
  • This may be an opportunity to improve your product or service
  • If this is a recurring issue, eliminating issue eliminates future cases
  • The customer may not be as familiar with the product line as you; he is frustrated and deserves your attention and help.
  • All companies and services encounter problems, the very best acknowledge them and respond creating brand advocates and loyal customers.

Does your external community include a product development component?  How do you include developers?


Our external community is a place for users of our cloud based learning management system; Canvas.  We have places in the community designed for a variety of users but if we had to narrow the focus to just one role our target demographic would be someone we refer to as the "Field Admin."  Some of the institutions that employ Canvas are large enough to have dedicated and diverse eLearning support staff organizations with differentiated roles.  Others have one person acting as both head cook and bottle washer, often as an additional duty, to perform all administrative functions and support for their LMS instance. These field admins, then, may be working in isolation or part of a local team.  Our goal is to create spaces and groups that cater to all, regardless of how deeply they have the time to engage.


The role of developer can also have a fair amount of variation.  We have product and engineering folks working inside our company to develop and improve Canvas.  We have developers who download the code base of Canvas, which is licensed open source, so that they can run it locally and in some cases contribute back improvements to the core product.  And we have people, working outside the company who develop integrations and works with Canvas APIs.


Our company provides or supports different opportunities for different developer and admin sub-groups. We have a general admin group and a group specifically for external developers, many of whom are creating integrations or doing cool things with the APIs.  There is also an open source developer community on github that exists for a sometimes different crowd. There has been mention in this thread about engaging internal engineers and product folks with customers via community.  There are exceptions but in general our employees also do not have the time or bandwidth to hangout in the community in general.  Instead we have a more formal ideation process where ideas are suggested and crowd-source prioritized by the community at large and then our community and product folks (Prod-mmunity) engage with those ideas with a formalized interaction plan.


Do you use Jive as the main hub of your developer community?  Or are there good reasons to have a separate developer.company.com website with Jive focused on just the discussion board / collaboration features?

~Yes and no.  Our developer group in Jive is picking up steam but there are also good reasons for us to use Github as our software is OS and we have an active group of OS developers


How do you use spaces versus groups for organizing your content when you have a large number of products / APIs?

~We use more than one instance of Jive to support multiple products/platforms.  We have internal and external facing spaces in our main community.  We have many groups in several spaces.  In general we use spaces to control settings and permissions and different groups for people who have differing interests, and needs - spaces are the landscape and groups are for the people in the landscape.


Do you also have an internal developer community?  If so, how do you keep from overwhelming your internal developers by giving them too many places to go?

~Our internal developers don't use Jive.  They have other platforms and ways of communicating that pre-date our external community platform.


How do you incent your internal developers to spend time in your external community?  Especially when their managers have set aggressive coding deadlines...and they just don't have time.  What about your professional services teams?  These folks are the practitioners that likely have very strong experiences to share, but due to billable utilization targets they often don't have the luxury of time to answer questions or write blogs.

~ We don't directly.  Community Managers and Product Managers and marketers have externally facing roles.  Developers do occasionally participate in promotions (Part I and Part II) and claim rewards for completing development projects identified as high priority by the community


What type of 3rd-party integrations (such as GitHub4Jive ) are useful to consider?

~We use our LMS as the idp for SSO with our community.  The Zendesk integration is about to get a lot more important to us.  We have an integration for our documentation software, Screensteps by Blue Mango, to push content into JiveX


To summarize we have found that it makes sense for us to encourage different kinds of developers to participate in different ways and spaces in our community as opposed to shooting for a one size fits all approach.

As we settle properly into 2016 and focus on the year ahead, I'm excited to call attention to a modest but important refresh of our External Communities practice group, along with its close cousin, Internal Communities.  In my nearly 6 years at Jive, along with JiveWorld these vibrant peer-to-peer communities have helped catalyze and nurture numerous fruitful connections, shared ideas and insights, thoughtful discourse, and resolved questions. 


If you're a veteran of the External Communities group, you'll likely notice some recent, subtle changes.  (And if you're new here, welcome, please stick around and join in the conversation!)  We want to tell you a bit more about these changes and also ask for your input and assistance as we continue to evolve and improve this area dedicated to our Jive-x community managers, strategists and admins. 




First off, a little more about what's changing and why...


A "face lift" for the External Communities home page with two goals in mind:

  • Make these pages responsive and easy to browse on a mobile device
  • Elevate the Q&A and peer-to-peer conversations that are the lifeblood of this community of practice


Behind the scenes, expanded commitment by Jive to facilitating vibrant and valuable interactions among our customers and end users:

  • We want to help provide community management and expert input on a more regular and sustained basis, to help assure timely answers to your questions and high-quality engagement.  (Don't worry we're not here to take over or get in the way, just to help keep things moving and help connect people and info where we can!)
  • Gather feedback and insights around what's top of mind for our key practitioners - please start by casting your vote in our current poll, What would you like more of in External Communities?
  • Help build knowledge and reusable resources that will help you achieve greater success with your Jive-x community


So what happens next?  It's simple...

  1. Provide your feedback on the types of content and interactions that are most valued What would you like more of in External Communities? (If you prefer, feel free to message me privately - Jennifer Kelley)
  2. Participate!  (or continue participating!)  Ask a question that is top of mind.. Share some community management tips or approaches that may help your peers... Or just find a question to answer here: https://community.jivesoftware.com/groups/external-community-managers/pages/external-home.  And don't forget the Follow the group to get updates!


Thanks and Happy 2016!

Libby Taylor Billy Volpone Claire Flanagan Todd Moran Tim Albright Christy Schoon


Every marketer from Boston to Bejing seems to be focused on something called the “customer journey.” A Google search on this two-word phrase returns over 627,000 results. It’s one of those “Eureka!” moments – organizations realize buyers start researching a firm’s products and services long before they reach the point of purchase. These firms are now scrambling to find and engage with those customers while they are still on the move and before they arrive at a sales destination decision. But I gotta tell you, this is not news to those of us in the online community world.


In fact, the customer journey has long been an integral part of the online community experience. Many – dare I say most? – online communities make “the journey” a key part of their mission, aiding the customer before, during and after the point of purchase or other key decision. Communities are dedicated to helping customers and other stakeholders understand, explore, question and learn about products and services.


This “Ah-Ha!” moment for the customer journey highlights two different but parallel approaches – let’s call them tracks – for understanding this process: one is mapping the customer experience; the other is building customer engagement. In our ever-more-connected world, these two tracks are now merging to become one.

Making the Connection: Online communities and the Customer Journey

In our new world of customer-focused and customer-driven interactions, many firms struggle to engage and communicate with prospective and existing customers at appropriate times and places along the customer’s journey.


For example, when a sales person reaches out to a prospective customer, often the sales person has no way of knowing where this prospect is in their purchase cycle. Another example: anyone who has worked in customer service knows that customers typically wait to reach out to a company for assistance only after they have reached a high degree of frustration with their purchase.


Now imagine if a firm were able to build a relationship with a prospect during their research phase, or engage with a customer before their purchase problem reaches the breaking point? This is what online communities offer: a way to break the cycle of mis-timed outreach and catch-up customer care. Community offers a powerful way to move the buyer’s experience from episodic chaos to a more consistent, confidence-inspiring and customer satisfaction-building trip.

As the two tracks of customer experience mapping and engagement come together, let’s identify the four phases of the customer’s journey: Awareness, Evaluation, Purchase and Retention.



This is the initial phase, when the prospective customer hasn’t fully defined what she is looking for. She may not have a clear understanding of problem she is trying to solve, so identifying a possible solution is difficult. A community is especially well suited to supporting customers in this awareness phase. A vibrant and engaged community signals there is strong customer support for prospective buyers. User-contributed content – questions asked and answered – plus sponsor-contributed content speeds up the problem and solutions identification process, which might include specific product and service recommendations. All this occurs while the prospective customer is building relationships with community members.



During the evaluation phase the prospective buyer winnows the options and examines product and service offerings in detail. It is comparison shopping. One advantage a community can offer is creating a single point of reference and collaboration for a buyer’s team. Online communities bring together a wide range of content and conversations within a single environment. It becomes the place for a single buyer or a team to share information and compare options. The community supports information-gathering from many sources but places all this content in a collaborative framework which supports comparisons and discussions about needs, preferences and decision factors.


Consider this situation: our buyer posts a question directly into an online forum and receives a range of responses from other community members. Some of those members will have been through the evaluation phase and made a decision. Some will be in the same state of uncertainty as our buyer. Still others will have long-term experience with the outcomes of a purchase decision. Many voices, many shared opinions. Where is the voice of the firm?

Some advanced-thinking organizations have created specific discussion areas to talk with prospective buyers — dedicated forums staffed with knowledgeable sales people who can respond open way to a buyer’s questions. These skilled sales people must have incentives to participate and training in the techniques of consultative selling to interact successfully with customers in a community environment.


First Purchase

At last! The buyer makes a decision and becomes a first-time customer. The psychology is similar to other kinds of journeys; by turns exhilarating, exhausting and complicated. And once the traveler gets to the destination, the party can begin.


But this is also a delicate time for the company, because – as with a first-time traveler – the new buyer’s expectations are exceedingly high. Every new customer’s interaction with the firm is memorable. With a complex services purchase, for example, once the papers are signed and the buyer’s team dives into the project, the selling firm had better be ready. The new customers will begin making connections inside the company and with other customers outside. They become voracious learners. They are eager to prove this was the perfect decision — no pressure on the seller there!


An online community strategy can really pay off here. There are so many ways community interactions can accelerate projects and delight the new customer’s team. If there is a formal account management team in place, their presence in the community can help speed the pace of information sharing, support and relationship-building.


Another way to look at this is to consider the alternative: what if new customers were unable (no place to go) or unwilling (who are the people who sold us this?) to interact with your firm? They will take their questions and concerns to other online venues, such as: a community operated by enthusiasts or experts with no connection to your firm; an outside standards organization; a competing firm.

If your firm is not part of the conversation, it can’t answer questions; verify the accuracy of information shared or follow-up with customers. A community is your company’s opportunity to respond with accurate and authentic information.


Customer retention

Customer retention is the outcome of the three prior phases. It’s the desired end state for customer relationships — Gartner Group states 80% of your company’s future revenue will come from just 20% of your existing customers. What firm doesn’t want to create customers for life as part of their overall strategy?

But how many companies make building and sustaining that “customer for life” a goal? In a world of fickle buyers, loyalty is hard to come by. Switching costs are at record lows. The choice to remain a customer is critical for both the customer and the company. How does the customer feel? How did the interactions and support go? Were they listened to? Did they feel whole in the end? An online community attuned to these concerns is very powerful instrument for keeping customers.


Online communities don’t always replace traditional support models, especially with complex purchases. But well-executed communities can help the customer when they experience “The Middle Of the Night Problem,” when there is no one to call. And feeling heard and experiencing ultimate responsiveness goes a really long way with customer retention and how they feel about your firm.


This post originally appeared on Leader Networks

To the leadership and employees of Jive Software,


Have you ever heard that small is the new big? Well, I'm here to tell you it's true.


A year ago I embarked upon an unknown journey to find a solution.  You see, the local media broke the story before I had the chance to think through how I was going to make it happen.   A few cocktails later, a prayer my husband wouldn't divorce me, and 2 nods from industry giants, Shell and Halliburton and Pink Petro was born.  It took me 6 weeks to find, vet and sign a contract (albeit Billy Volpone and Todd Didier not letting me say no) to become a JiveX customer and to get a private paid platform built to connect talent in my industry.


And in 8 weeks we launched Pink Petro with community and UX expertise from Amara Mastronardi and Ben Zweig at Social Edge.  Since March, we're in 21 countries nearing 600 members and just past our 6 month mark.  To add to this "crazy"....I've had 30 city requests across the world to forum "hubs" - local groups that can meet up while members can use the platform to stay connected.  We're launching all over the place.  Check it out:








Next month we launch in Alaska and in London and begin interest formation in the Middle East.  Who knows where we will be in March 2016?


Oh yes... my email is jammed, I get very little sleep... but I get up every day (not knowing what day it is), with an extreme sense of purpose.   For once I can say my industry is not just a commodity, but creating real community.  And I have you to thank for it.  Thank you for believing in this and helping me bring together women across the world to help them succeed in their careers.


Has this been a slam dunk?  No.


Pink Petro was a use case that took us  all some time to understand.  But we're on the cloud and we're making the JiveX cloud version do things it's not done before...we're innovating.

Having relevant products and customers who love them means you must push the limits and understand where innovation can drive more value.  And my members wants more...so it's important you continue to think about what the customer wants before he/she knows they need it.  Many social networks are going private, and in my industry, one that has a hard time communicating and collaborating, it's been game changing.  Using Pink Petro gives energy leaders and influencers a taste of Jive in the cloud.  (I know...The cloud is this scary place for big companies but I'm proving it's the only way to get to your value quicker... while exposing tools to a new user base that lives on old stuff: Ahem, Yammer.  I digress.)


But the use case for private communities is actually more common than you think. I'm not the only one on the JiveX cloud.   I've been innovating with another small business customer, C-Suite Network and its CEO, Thomas White. Together we're creating a vision that brings Jive to a new user base.  And those influencers can mean more Jive customers in industries and verticals where Jive can make "working better together", a reality.


Finally, contrary to politics and popular belief, people in energy care about our planet and want to find sustainable ways to fuel it.  I want to change that perception and believe women in my industry will be a part of that.  And it's Pink Petro that's going to be the catalyst for that change. 


So just know that sometimes you may feel like you're small when really you're a part of something bigger.  I think I am Jive's smallest customer but the impact we're making together is big.


Thank you for being a part of this.  You're all great people who build great things.


Katie Mehnert

Founder and CEO, Pink Petro



PINK PETRO STATS - (From Member Survey - Collected Oct 2015)


A huge thanks to everyone who was able to join us for Wedneday's hybrid Jive Live / Talking with Product webinar led by our VP of Global Support, Kevin Williams, on the topic of "How to Create an Award-Winning Support Community." We discussed how to create a world-class support experience using Jive-x and covered several best practices for ensuring that case volume doesn't increase along with your customer count. If you weren't able to make the live 45-minute presentation, please check out the recording below! And as always, if you have any questions for Kevin, feel free to add them here.



In case you missed our awesome webinar yesterday— Victor Soares and Deepti Patibandla led a presentation on our best practices for combatting the most recent round of Korean spam attacks and the new product features coming this year that will make it even easier to protect your community. We encourage you to check out the recording below! It's only 30 minutes long, but packed with tons of great information. If you have additional questions for either Victor or Deepti, feel free to add them here!



Join me and Deepti Patibandla on Tuesday, Sept 1 at 9 AM PDT for a webinar on external community spam. We're going to talk about the recent spam attacks that have been impacting communities and how to configure your community to prevent spam. Deepti will present the roadmap for spam prevention which includes a major change in how Jive will prevent spam on Jive-x communities. Put together your list of questions and see you Tuesday!


Register for the webinar here: Webinar: How to Stop Spam in Your External Community


Jive Customers, Spam Management Ideas - come join us!

You've experienced how Jive helps you support and engage your customers. Don't your employees and peers deserve the same? If you're a Jive-x customer and you refer us to your internal communications team, HR leadership, or your peers at other companies, you'll receive a Jive jacket when we land a meeting! If your referral becomes a customer, you're going to JiveWorld16 on us! Interested in participating, or have questions? Contact Katie Herd at theteam@jivesoftware.com or visit http://jive.to/JW16.


Good day everyone,

I recently participated in a CM discussion about managing a community team as well as social efforts.  After responding, I thought some within this community would find them helpful; so here they are.


I have 10 engineers who assist within our community. Their prime responsibility is to help increase communication and interaction levels within the community as well as promote and confirm knowledge so answers can be provided to customers in a timely manner.  It is important they concentrate on engagement and asking questions rather than providing answers for two reasons.

1.  Communities work becuase people want to help others and share their knowledge; if we simply rushed to provide answers, members and power users who wish to contribute would stop coming.

2.  Athought they are not providing answers, being part of conversations shows we have a company presence within and care about what our members have to say.


I hold weekly meetings with the team to discuss:

1.  Traffic

2.  Their activity: log-in, comments made, comments they made marked helpful by community members

3.  Training and best practices with examples from within the community


Best practices for online behavior are:

  • Read twice, post once.
  • Write in the first person.
  • Stay on point; keep discussions relevant and germane.
  • Some conversations need to be moved outside of our Community.
  • Remember that you represent the company / brand as well as yourself when you engage.
  • Allow Community members to answer first, then confirm the solution.
  • Offer value, avoid redundancy, and be sure to read the other comments first.
  • Keep discussions professional; never resort to insults, slurs, or obscene language.
  • Protect your credibility. Correct your mistakes, and don't alter previous posts without indicating that you have done so. Transparency is key, and expected.


Regarding Social: I use twitter and LinkedIn to drive traffic to specific discussion within my community and track progress with Hootsuite, utm codes, and Google Analytics.


I look forward to your comments, additions, and suggestions.







Constellation ResearchJive Software

Alan Lepofsky.jpg

Alan Lepofsky

Vice President & Principal Analyst

Elizabeth Brigham.jpg

Elizabeth Brigham

Director, Product Marketing

Communicating important and relevant information across multiple departments is a challenge many companies face today. There are many ways to deliver information, but in the technology driven world we’ve all become accustomed to, mobile is a key piece of the tools utilized.


Constellation Research has deemed that in 2015, mobile will become a standard way of working and real-time communication will become simpler.


Join this fireside chat with Jive and Constellation Research to learn:

  • How employee mobile communications is the missing link to get companies thinking more strategically.
  • How mobile communication tools can align departments on the company goals and objectives.

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