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External Communities

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As a Jiver and strategist, I'm always pleased when we have a chance to bring some of the insights and knowledge that are shared openly at JiveWorld to our customers and partners virtually and throughout the year.  Please join us for an insightful webinar with longtime Jive-x customer Tableau on May 19, 2016 at 10 a.m. PDT. 


Whether you manage a primarily peer-to-peer support community or a marketing-driven engagement and thought leadership community - or a blend of both - all external communities have a vested interest in deepening and increasing customer engagement, loyalty and advocacy. 


Tracy Rodgers, Tableau's community manager and strategist, and Gili Guri-Mill, Jive's director of product marketing for Jive-x, will take you through Tableau's journey from a primarily peer-to-peer support community to a thriving ecosystem that helps nurture and convert prospects, improve Tableau's products and solidify customer retention and loyalty.  You can take a look at their community here: Welcome |Tableau Support Community.  Tracy will review some of their key success metrics and business outcomes across both support and marketing KPIs, as well as the best practices she has applied to achieve strong and sustained results.


Register here: Tableau: From Support to Brand Affinity. (No worries if you can't make it live, the recording will be available on-demand afterward.)

In March, Scott Dennis shared the foundation of our ideation revamp (using Jive) in Ideas for Instructure.  He continued the series with Ideation Process at Instructure, where he shared some of our primary challenges and an innovative wish list!  We're now continuing this series by sharing a blog post that we used to recap our refreshed [and still evolving] year of ideation with our Community!


Thank you to all of you that continue to learn with us!



Ideas: State of the Union


The approaching presidential elections are consuming the media, and setting aside political differences, we all pay attention in our own way.  Why? Because whether we're pessimists or optimists, we all share a hope that our voices will help bring about positive change. Does our one voice and individual vote really matter?  When we step back and look to the national level to see the House, the Senate, and the Supreme Court, we recognize that our vote is one small piece of a multi-faceted system of Democracy.  But one voice still matters.  Why am I lecturing you on representative democracy and the branches of government?  Because the Canvas Feature Idea voting process sometimes receives harsh criticism around the 'democracy' of it all.  I want to show you that your vote does matter - it matters a lot- and explain the other forces that impact the multi-faceted system of Canvas product development!


Where are we Now?

I hope you were all here for the launch of our new community in April of 2015.  If you weren’t; welcome!  Our first year of the revamped feature idea process has brought a lot of learning and a lot of fun!  As of noon on Wednesday, April 27, 2016 we had a total of 3776 community ideas; that's an average of 10 new ideas per day.  Of those ideas, our product team is gathering more information on 54, considering roadmap slots for 62, developing 23, and they have delivered 107.  They have also read, gathered information on, and archived (with rationale) 150 others.  (Do keep in mind, these numbers are just a snapshot in time; they change daily, as we plan and develop at a rapid 3 week release cycle!)


All of your ideas have captured the attention of our product and engineering team, and they've even designed a couple fun activities around your work!  Some of you may remember Tis the Season in Community?  The product and engineering teams dedicated an entire sprint to providing features suggested by the Community!  (Read the results in Tis the Season in Community: Act 2)  There is another activity that most of you have probably never heard of; hack week.  Hack week encourages our engineers to set aside what they are working on and build something else (of their choosing) once a quarter.  This quarter, many of our engineers looked to the community!  They saw your ideas, your use cases, and your thorough discussions, while they worked on other projects, and wanted to to give back in the best way they know how - coding!  They picked up projects like Autosave "additional comments" in SpeedGrader, Submit an assignment on behalf of a student, Option to omit selected assignments from Total Grade, and others.  Of course, some of these projects take longer than a week, which is why each of those ideas (and others) are still in a variety of stages.  Why share this information?  Because we appreciate you, and we want you to know that we are always considering your perspectives and needs; even when we archive ideas that we won’t have the resources available to work on for some time.


There is another way that we like to give thanks that aims to add an element of fun; points and badges!  Every idea is authored by one of you, and along the way it collects valuable discussions and votes from many more community members! We pay close attention to these discussions and they tremendously help us to understand how people use Canvas. We award the author and commenters of completed ideas with an ROI badge (which comes with a nice chunk of points) as a return on your investment!  To date, we have awarded 214 individuals with the ROI badge; 34 of those individuals have accrued repeat ROIs!  Wonder how long until we see an Idea Tycoon? (What, Tycoon, is she hinting toward a next level badge?)


How did we get there?

As I mentioned above, in the current ideation process, one of you submit a feature idea, it is opened for discussion and vote, and some ideas advance while others are set aside.  (Yes, this is an oversimplified explanation)  All ideas that reach the voting threshold of 100 votes are not guaranteed to be developed, but we do agree that we will explore possibilities and scope (how many engineer and product manager hours would it take to build) and communicate back why we will, or will not, be moving forward with the idea.  I could be wrong, but this seems to be working well most of the time, even with slight confusion around where individual votes fit in the big picture of Canvas development. I think the confusion comes in understanding the other [democratic] forces (ex. above: House, Senate, Supreme Court, etc) that impact Canvas product development.


Our product team puts a lot of time, energy, and emphasis in reading and understanding your ideas; and they put all of your excellent explanations and use cases together with the feedback of CSMs (admin perspective), Support (end user perspective), Sales (new client perspective), Engineers (development perspective), their own visits and interviews (mixed perspective), and Instructure Leadership (big goals and budget perspective) to fully evaluate priority, need, and available resources.  They then take all of those perspectives, priorities, needs, and resources, and set the product roadmap!  All of this is a long winded way to explain why there are sometimes ideas that did not reach the 100 vote threshold that are developed before those that did.  Simply put; there are multiple inputs driving roadmap prioritization (although our product managers have enthusiastically said that the Community is an accurate representation of the needs and priorities they hear on site-visits and in interviews - Yeah to you for representing!)


Where are we going next?

So where are we headed in the future, and how can you ensure your vote matters?




First, get involved in   Utilize the new The specified item was not found.Sorting Hat to find ideas that matter to you!  Add your vote, and more importantly, add descriptions of the hurdles you are facing and the use-cases that you foresee the idea impacting!





Second, track current projects in the The specified item was not found..  We post project descriptions so that you know what we're working on.  Share these projects with others, link related feature ideas in the comments, add your barriers and use-cases to the comments, and make sure to follow the document so that you receive all the updates!





Third, join in Focus Groups!  Focus groups provide a space where our product team can ask questions, present challenges, host discussions, and provide support for early adopters.  They also provide a space where early adopters can work together to support one-another.  These groups do have a lifespan, so they only last as long as they are needed!





Fourth, stay connected through The specified item was not found..  Wow, you want to talk about a growing area of the Community, check out the personal and professional growth opportunities provided through chats, webinars, courses, and more!  They are a breeding ground for brilliant minds and fresh ideas!



We Couldn't do it without you!

The heart of this Ideas: State of the Union for 2016 is that we think of our Community as our family!  We read what you write; we listen to your successes, concerns, and challenges; we communicate with honesty and transparency; we always strive for success; and we fix our mistakes (to tell you we didn't make mistakes would be dishonest, now wouldn't it!).  Your votes matter, but more importantly, your presence in this community matters!  We look forward to our shared goals, growth, and evolution in this second year of ideation!

For all you Jive-x customers, just wanted to remind you we have a webcast tomorrow featuring Sr. SEO Strategist Anne Bluntschli.  (It will also be recorded and I'll do a blog post with some of the highlights.)


Customers can sign up here: Webinar: Talking with Product: SEO

About a month ago, I wrote Ideas for Instructure, which described our process at a high level.  After speaking with Deepti Patibandla about our process and some of our specific challenges I thought I'd share a more step-by-step description of our process now and some the things we'd like to do in the future.


We provide Canvas LMS as software as a service.  Canvas is cloud based, agile, and changes in production every three weeks.  Anyone in the world with a Canvas login (including free users) can come to our community and suggest an idea for improving Canvas.  Once a month, all the ideas that are not duplicates or something that hasn't already been voted on and responded to by our product team, opens for vote.  Any idea that gets a net 100 votes moves into a stage where our Product Managers will formally respond to it.  Sometimes they say, yes, this thing is already in development.  Sometimes they say, no, we won't build it and here is why.  Most often they say, that they like the idea and will file it away for when we refactor that area of the product.   Any idea that is open for vote for three months without getting 100 net positive votes is archived.  People can resubmit ideas that get archived for lack of votes but their vote count starts fresh for the next voting round.  Some times an idea's popularity will increase over time.  You can learn more about our process, if you are interested, at:

  1. What is the feature development process for Canvas?
  2. How does the voting process work for feature ideas?
  3. https://community.canvaslms.com/docs/DOC-2109How do I create a new feature idea?


Some of our challenges:

  1. Its complicated for us -
    1. we do a lot of manual opening and closing of idea voting, tagging by user role, new vs modify and product area. 
    2. Many newly submitted ideas are not complete or are duplicates
    3. Irrelevant ideas create clutter and noise

  2. Its complicated for users who, if they want to stay current, must read 100s of ideas each month and search across more than 3700 ideas


Ideation Features we would love to have:

  1. Ability to affect (open/close) cohorts of ideas all together
  2. Idea brackets or voting rounds - everyone gets one vote on all ideas and then in round two, gets to vote again on only the top however many ideas
  3. Vote allowance - one user can only vote so many times in a month for example
  4. Point system - each idea gets a point value and a given user can 'spend' a given allowance of points
  5. Topic related discussions and ideas - for instance we could say that we are getting ready to refactor a certain area of the product and anyone can submit discussions or ideas related to that area.  There could be a description of the area with the top ideas and discussions related to it that could auto sort by vote count or comment totals scrolling down below the description.
  6. Non-global idea stages - let us use ideas differently in different spaces.

Deanna Belle Cisco's Social Media Program Manager, and Keith Conley, Bunchball's Director of Analytics & Insight gave a fantastic presentation at JiveWorld16: "Advanced Gamification to Drive Engagement and Business Outcomes"

If you missed the session, or would like a refresher, be sure to join our upcoming webinar on April 14. Deanna and Keith will share their first-hand account of how Cisco's development community has evolved since it's migration to Jive 2 years ago — and learn which engagement strategies worked and what insights they have today, including:

  • Best practices for motivating initial adoption and ongoing community engagement
  • Leveraging data and analytics to understand community program health and drive engagement and measure business impact
  • Recommendations for correlating the business value of community performance

Register here.

Toby Metcalf

Growing Your Community

Posted by Toby Metcalf Apr 4, 2016

Good afternoon all,

I have seen lots of discussion lately about growing a community and wanted to share a post I wrote after a #Hootchat tweetchat - I hope you find it helpful.  #Hootchat happens every Thursday 3pm EST by the way - hope to see you there. 


Q1: What are the first steps to building a new online community

  • Know why you are building the community: customer service, engagement, marketing
  • Determine the best platform: Paid: @JiveSoftware or @LithiumTech Free: LinkedIn or G+


Q2: What are some strong brands with online communities


Q3: What are common mistakes when trying to grow your online community?

  • Trying to grow too big too fast & prioritizing member numbers over engagement
  • Not having a clear definition of success
  • Putting up a community without a Community Manager


Q4: What are ways you can engage your online community offline?

  • Engage via: private chat, email, or my old school method… the phone & have an actual conversation
  • WebEx conferences with community members – Google Hangouts or Skype work too
  • Some platforms allow private groups – create one and invite your MVP / power users


Q5: How does growing your online community help build brand credibility?

  • The more conversations you have, the more loyal your customer, the more loyal – the more they talk about you
  • Along with credibility, you have a great customer service and solutions place as peers trust each other
  • Support communities are AWESOME customer service centers: trusted, fast, and low-cost


Q6: How do you identify potential advocates and ambassadors from your online community?

  • Analytics: How often they come, how many answers they provide, answers marked correct by others
  • What is the “tone” of their conversations? How do they engage other members?
  • Get into your community and participate


Q7: What are some non-traditional ways to grow your online community?

  • Start with a tweetchat, build a list, slowly invite people from the list into the community
  • No matter how you find and invite – DO IT SLOWLY – set up the space, be ready for volume, have content
  • NEVER invite ppl to an empty room – have a team to greet & respond as well as content for them to consume


Q8: What is one thing you can do right now to start growing your online community?

  • Know WHY you are building it
  • Have customer-centric content
  • Participate & respond to questions


I look forward to your comments and feedback.




Good day everyone,

Not sure if you have encountered this, but I see confusion about the relation between these two and the misunderstanding that communities are not social media.  Not so.  Social Media is a form of electronic communication that consists of different platforms; communities are one of those platforms.  How do you want to engage?

Social Media defined by  Merriam Webster:

Forms of electronic communication (as Web sites for social networking and microblogging) through which users create online communities to share information, ideas, personal messages, and other content.

Online Communities defined by  CommonCraft.com:

An online community is a group of people with common interests who use the Internet (web sites, email, instant messaging, etc) to communicate, work together and pursue their interests over time.

Social networks like Twitter, Instagram, or Facebook are fun and sexy: they are used for social listening, brand promotion, and limited customer engagement.  Communities are electronic Town Halls that enable conversations and deeper engagement: customers provide feedback, comments, and questions; brands have obligation to respond.

No matter brand promotion, customer service, or customer engagement, you must understand your audience: what networks are they using, and where you are comfortable engaging.  As with anything: you need the right tool for the right job.  For social media, you need the right network to reach customers and have the right conversations. Communities are social media.

Where do your conversations happen?



If you haven't already found this treasure trove, the Jive events team has posted the track session videos, presentations and blog links here: JiveWorld16 Video, Presentation, and Blog index.  (And if it helps to cross-reference those sessions that are generally more targeted to Jive-x and external communities, for reference see my earlier blog post External Community and Jive-x sessions at JiveWorld16 (we'll keep you busy!))


Thanks to all of you who attended, spoke, reached out to peers, provided input and feedback and helped make this a vibrant and valuable event.  I so enjoyed meeting and/or getting to know more of you better and only wish there had been more time!  Thanks again to Mark Hanna for coordinating external community lead meet ups and networking ahead of time (Do you support an external support forum and are coming to JiveWorld16?) - I hope those connections continue virtually and locally throughout the year.


As always, please share any highlights, follow ups or ideas for next time too!


Emilie Kopp Libby Taylor Wim Stoop Claire Flanagan Matt Laurenceau Deirdre Walsh Gordon Sorensen Frank Field Jarita Sirois Judi Cardinal Christina Zurcher Ben Song Rachel Happe Scott K Wilder Liz (Courter) Oseguera David Kastendick Jessica Sebold Harold Gross Michael Torok Madison Murphy Jeff Maaks Vinita Ananth Denise Brittin Matt Curry Olivia Garvelink Leah Fisher Chris Mandel Iustin Mitrica Melyssa Nelson julia quil Kay Rummel Deb VanGessel Leah Williams Christelle Flahaux External Communities Shaun Slattery Christy Schoon Iain Goodridge Scott Dennis Renee Carney Ann Monroe Sam Creek Deanna Belle Keith Conley Keith Savageau Angella Liu Deepti Patibandla Anne Bluntschli

Toby Metcalf

Think Before You Content

Posted by Toby Metcalf Mar 20, 2016

It is important to find the relevance sweet-spot: a message that highlights you or your brand AND peaks the interest of your target audience.  Too often time is wasted on catchy visuals, perfect language and grammar, and over-sharing on social networks rather than what is most important: understanding your audience’s needs and what they value.

Ensure you understand:

  1. Who is your audience?
  2. What is important to them?
  3. How do they want to be reached?
  4. Is this for brand promotion or something my audience will value?

No matter a marketing piece, blog post, or knowledge base article, your goals should be:

  1. Quality over quantity
  2. Helping my audience

If you are writing with an internal focus or intent, you have not only wasted your time and resources, but your customers’ too.  Think before you content.

Thank you for your comments.




Ideas for Instructure

Posted by scottwdennis Mar 4, 2016

Avi Goldberg recently publish Ideas for Jive | You can't always get what you want...., which got me thinking about our own process (as well as going to the web to this check out ).

Screenshot 2016-03-04 14.29.10.png


Good products usually start with an idea that is simple but makes people’s lives better in some way.  Early on, one or a few people work to make that vision a reality.  In a software startupenvironment, early employees and clients talk frequently. It is relatively easy to chart a course and decide how much effort should go into potentially groundbreaking new functionality, incremental feature improvement, and fixing bugs.  If a project is good (and lucky) the number of new ideas and competing priorities both increase as the project gains critical mass. Individual sparks come from many sources and often take more than one strike to ignite. As time goes on, dedicated product people are needed to gather these sparks together and coax them into a blaze.


At Instructure, user input has always been an important part of how we determine our priorities.  Being open and listening to the people who use our products is a big part of our culture. Millions of people around the world now use Canvas, and the ideas that come from our customers are as important now as they ever have been.


These ideas come in from multiple channels but one major conduit is the feature idea forum in the Canvas Community. Every month around 750 ideas are submitted and evaluated by thousands of Canvas users from around the world. Without the forum and crowdsourcing help from community members we couldn’t possibly hope to thoroughly evaluate and prioritize all of the ideas that come in.


Screenshot 2016-03-04 14.22.01.pngThe process at its core is fairly simple. Anyone in the world with a Canvas account can suggest an idea.  All new ideas are put up for vote, with one new cohort opening each month. Anyone can add one vote up or down on each idea.  If an idea gains a net 100 votes within three months, it moves on in the process.  Any idea that doesn’t get 100 votes is archived (although users are free to re-submit an idea for another run).  As soon as an idea reaches the 100 vote threshold it is formally assigned to a product person who will research it, determine how much work it would require and how it fits with other goals.  About five percent of the ideas originally submitted make it through to this stage, allowing our product managers to focus on the ideas with the most community support.  Taken collectively, all the ideas submitted, along with the comments, questions and use cases added by other users constitutes a body of reference knowledge that helps us to understand the diverse needs of Canvas users when prioritizing upcoming work and future projects.


Getting 100 votes does not guarantee that an idea will be developed, but forum ideas are one of several key sources of input for our Product team (remember the sparks coming from many sources?).  No process is perfect. We’re constantly re-evaluating the model.  But this process is open to everyone, including you. We invite you to come help make Canvas better.

With JiveWorld less than a month away, I'm excited to preview the many awesome track sessions and networking opportunities we are offering related to External Communities and Jive-x deployments.  I'll be there and looking forward to meeting and catching up with many of you.  Please don't hesitate to reach out ahead of time if you have any questions, want assistance figuring out which sessions to attend, or want to coordinate some time to meet up.  (And as always, for attendees, you'll have access to the content and recordings after for anything you miss live.)


External Community Engagement Track (both days Tues & Weds, 15-16 March)

Hear from a wide range of Jive external customers regarding their Jive-x deployments, best practices, and industry trends. For individual session details, schedule and speaker info see: External Community Engagement | JiveWorld Track


Pre-conference workshops (Monday, 14 March)

Monday morning, Emilie Kopp and I will be conducting the half-day Advanced Engagement for External Communities workshop.  More information here Avoid FOMO. Register for Advanced Workshops on Monday's JW16 Pre-Conference Day and on our website Re-energize engagement in established communities (Advanced) | JiveWorld Session.   (There is also a counterpart workshop for Internal Communities running at the same time.)  Topics we'll cover will include developing content and promotion strategies, accelerating Q&A, bolstering internal stakeholder engagement.


There are also other workshops that encompass both Internal and External Communities that may interest you - see r on our website here Pre-Conference Sessions & Workshops | JiveWorld for more detail.  These include:

  • All-day Bootcamp / "community 101" for net-new communities and new community managers
  • Integrations workshop - developers (half day, morning)
  • Gamification workshop (half day, afternoon)
  • Tips and Tricks for Designing in the Cloud (half day, afternoon)
  • Advanced measurement for mature communities (half day, afternoon) - with Claire Flanagan


Other relevant tracks & sessions (Tues & Weds)


In addition to formal track sessions and workshops there will be a Demo Theater, our solutions hall featuring partners and Jive experts, and don't forget the Support meet up Mark Hanna s organizing - Do you support an external support forum and are coming to JiveWorld16?


Did I miss anything?  Please call it out here as well as any questions.  See you there!



Iain Goodridge Wim Stoop Gili Guri-Mill Deepti Patibandla Brooks Jordan Todd Moran Tim Albright Kim Celestre Ryan Rutan Libby Taylor Carrie Gilbert Michelle Groff Burling


New User Message

Posted by scottwdennis Feb 12, 2016

At the request of a field admin we wrote the following welcome/description message.  I thought the format or level of specificity might help others and so am posting it here.


I initially posted it on my blog at:

Scott Dennis's Blog: What is the Canvas Community? | Canvas Community


Perhaps you recently learned that your institution will be switching from your old learning management system to Canvas LMS.  Perhaps you have also heard people talking about Canvas Community.  If you are a teacher or professor you might be asking yourself, ‘What does this mean for me?”


In the Canvas Community, you can:


Find answers. Quickly find answers to questions you might have about Canvas and how people use it.  You’ll find 1000s of Guides articles and videos. We keep them up to date as Canvas changes.  You’ll also find thousands of your peers, including Canvas Coaches, ready and waiting to answer questions and share best practices. 


Join groups. There are dozens of user groups in the community that you can join.  You might join a group for people who teach the same subjects that you do, or a group for a specific user type such as Canvas Admins or Instructional Designers.  You might want to ask people in groups how they use Canvas and other technology in their own teaching.  What works especially well? What is challenging?


Share ideas. As you begin using Canvas, you might have an idea about how to make the software better.  You can submit these ideas in a special forum and read through ideas submitted by other Canvas users.  By voting ideas up or down, you can help shape the future of Canvas. Our Product team watches the Community closely and a majority of the new features can capabilities that we deliver begin as ideas submitted in the community.


Some people never visit the Canvas Community.  Others come once or twice for one specific fact or piece of information and then never come back.  Still others come to find that participating in the Community to be an integral part of their success with teaching and learning in Canvas.  No matter what your needed level of engagement is, the Community will be there for you.

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.

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