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Pokeshot///SMZ is pleased to announce the new releases of our Jive add-ons SmarterPath and Translation Manager to leverage your external community. After putting a considerable amount of time and energy into the development of additional features, we are excited to tell you what’s in store for you.

SmarterPath

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As some of you remember, we launched the social LMS add-on SmarterPath last year and won the “Jive Extend” Award on the strength of this innovative application. The rationale for creating this app was that traditional LMSs, which are completely disconnected from where work is getting done, are not the application of choice for either employees, partners, customers or for trainers. Our SmarterPath solution embeds social learning directly in the Jive user experience. Instructors can leverage content directly from Jive to build their courses. And participants can progress through learning paths while working in Jive, using familiar Jive features to collaborate with peers. Now we have released a more advanced version of SmarterPath with several new features that will boost the impact of social learning in your Jive environment.

We’ve added helpful new functionalities like “Community action: Follow person”, which enables learners to easily connect with subject matter experts, and “Community action: Follow place”, which allows learners to be asked to join a social group within Jive as part of a training. Also new is theexam builder feature that lets trainers easily build exams and quizzes using true/false, multiple choice, multiple response and fill-in-the-blank questions. This powerful tool also generates reports like the answer breakdown report, which will also be available for SCORM-based eLearning trainings.

exambuilder

What’s more, Jive 7 is fully supported, which means SmarterPath is now available as a Jive 7 add-on. The add-on includes the SmarterPath app as well as a purposeful place template for creating training-specific groups. We also simplified training set-up by adding learning elements that don’t have to be linked to a training path and that don’t require you to create an asset first. From now on, leaners can also comment on lessons, start a discussion or just give feedback on the lesson level. Last but not least, you can now generate an activity report to track what’s happening in all your training paths.

You’ll find more information about SmarterPath on our website or on our Pokeshot///SMZ space in the Jive Community:
SmarterPath Social Learning for Jive


Translation Manager

The Translation Manager for Jive is a must-have add-on for customers running Jive in either an internal multinational environment or a customer facing community with global reach. The time and cost saving tools add a host of advanced multilingual capabilities to your Jive environment. This includes simplifying translation and management of the UI text and editing labels and interface elements directly in the frontend. You also have the ability to translate Jive content into the users preferred language automatically and in real time, and you can create multiple language versions of documents and present the correct version to users based on their language settings. For example, if you run Jive in an international organization, you are likely to run into situations where content needs to be provided in different languages. In cases like these, the Translation Manager add-on from Pokeshot///SMZ is just the right tool for you. Find out what new features Translation Manager now offers you.

First of all, the Translation Manager add-on, which includes the i18n, multi-language content and automated translation plugins, is available in Jive 7. In addition, we improved our i18n plugin by implementing the following optimizations and features:

  • The “Go” button has been removed
  • You can now switch to a new language in the form by simply changing the language in the dropdown menu
  • Values for search or pagination will be kept
  • Key settings pop-up
  • Explicit cluster synchronization
  • Date of latest language export and modification
  • Export all languages:
  • Via the extended options there is now the possibility to export the properties files (including the customizations) for all languages (ZIP archive)

 

You’ll find more information about Translation Manager on our website or on our Pokeshot///SMZ space in the Jive Community:
i18n Translation Manager
Multi-Language Content
Automated Translation

This article is about the customer community penguin manager John who is leading his customer penguin community through the four steps of the community lifecycle*. Within the article the reader will learn what customer community tasks a community manager has to do in the first step of the community lifecycle: the inception phase (learn more about our customer community approach here).

 

Today I’d like to describe the factors that are key to reaching a critical mass in newly launched communities. Most customer community managers follow the lead of older, more established communities and take actions that are more suitable for full-grown social networks. So it is essential that customer community managers know which phase their community is presently in and implement measures that are specific to the needs of their current audience. This Blog article is not about marketing, promotion actions or defining the right target group. I rather want to write about actions which you as a customer community manager can do to activate and motivate people to come, stay and engage in the community during this early stage.

 

Inception

Nearly all customer communities pass through a community lifecycle that consists of the same phases:

Inception Establishment Maturity Mitosis. This post will deal with the most important aspect in the inception phase: reaching a critical mass.

 

So I will use the same aquatic, flightless birds as a metaphor that Professor John P. Kotter employs in the area of change management: penguins. Imagine a huddle of penguins atop a sheet of ice. It is drifting through the ocean water, which is where there is something penguins are anxious to have: fish. Not only will the penguins catch a lot more fish if they leave the ice, they will also catch them faster. Penguins can move around much better in water than out of it. It is clearly to their advantage to get in the water, but most penguins are unaware of this and try to catch their fish from the ice.

 

There is one penguin – we’ll call him John – who is in charge of water activities and wants to persuade the penguins to get in the water. We could say John is the Customer Community Manager Penguin. John takes his responsibility very seriously and focuses his efforts on the area in the ocean where all his penguins jumped into the water last week. He has created posters and organized big customer community events. But he is not getting any more members in the water than before. What is he doing wrong? John’s customer penguin community is in the inception phase. This means he presently has only a few members in the water. To organize big events, he needs a lot more members than he has at the moment.

 

John is learning very fast though. He is concentrating more on the specific needs of his customer community and is thus planning much smaller activities. He is contacting other penguins directly, which improves conversions, and is chatting with members to build personal relationships. His efforts are starting to produce the first results. A small group of new penguins are jumping into the water. They instantly realize the benefits of fishing in the water over fishing from the ice. John’s micro activities are working. More and more penguins are getting in the water and encouraging their friends to do the same. After a short while, skeptical penguins are no longer willing to stay put on the ice because they are missing out on what’s being discussed in the water. John’s customer community has literally demonstrated the penguin effect.

The penguin community has also reached a critical mass – more than 50% of growth and activities are generated by the community. John can now shift his focus to efforts on the macro level.


Summary                                                               

If you are trying to establish a new customer community, start small and heed the following advice:

  1. Take actions that correspond to your customer community’s current phase.
  2. During the inception phase:
    Invite members to join the community personally
  3. Build a group of multipliers that will start discussions and invite new people
  4. Show members the benefit of your community
  5. Initiate discussions on topics members will be interested in
  6. Prompt members to participate in discussions
  7. Build relationships with members
  8. After reaching a critical mass, start activities for the establishment phase


I’ll explain what John can do grow his community in the establishment phase in my next blog post.

 

 

About the author:

Sandra Brückner, who studied business informatics at the Technical University of Dresden, has worked as social business consultant since 2012. She recently joined the Berlin-based social business consultancy and technology provider Pokeshot///SMZ, where she leverages her extensive intranet and community expertise to consult organizations on how to optimize their change management and community management processes.

 

*The community lifecycle model presented in this article is based on the works of Iriberri, A. & Leroy, G. (2009): A Life-Cycle Perspective on Online Community Success and Millington, R. (2013): The Online Community Lifecycle.

 

Share your thoughtson the new.pngAt JiveWorld13, I spoke to many of you about the current experience on the Jive Community and received lots of interesting feedback:

· “The Jive Community should be the showcase”

· “I’m there all the time and still feel lost”

· “The community is your second product”

· “Jive employees need a greater presence”

· “Jive doesn’t ask enough of us”

 

During these conversations, I realized that we all have a shared passion for not only social business, or Jive, but for THIS community. Therefore, I made a professional New Year’s Resolution to address your feedback.  Armed with the virtual backing of the world’s leading community managers (ie. YOU), I made a bold statement inside of Jive.  I stood in front of executives, colleagues, and my team to highlight one clear point: We are the BEST community platform in the world; however, we don’t run the best online community. 2014 is the year we freakin’ change that!


I asked every Jiver to rally around the mission, “Stop Reacting. Start Impacting.” Like many of you reading this know, it’s easy to get bogged down into doing the day-to-day tasks of a community manager – moderation, content creation, conversations, metrics gathering, etc.  Instead, I wanted Max Calderon and me to focus on the items that would have the biggest impact for the most amount of users. 


In order to accomplish this, I had to go back to basics. In January, I did the following:

  • Maintained focus on strategic direction and platform optimization
  • Formed an executive steering committee and cross-functional working group
  • Defined measurable objectives for the community program
  • Hired great folks like Heather Pamplin and Amber Orenstein in Professional Services to help with the upgrade to Jive 7

 

I’ve spent the last 30 days cranking hard, initiating internal conversations, generating buy-in, designing a new information architecture with Corey Mathews, etc. Instead of rolling out in true traditional marketing fashion with a big bang, I wanted to first involve you – the external community experts.  I want this to be OUR project.  So, I’m going to be sharing updates, getting ideas from you, and making changes to this group. Based on lessons learned, I’ll be rolling out changes across the community.


Let’s dive in.  As someone who has been managing external communities since 2006, I know the first step is always to define what the heck you want people to do on the page.


Here are my goals for the External Community group overview page:

  1. Balance usefulness with promotion
  2. Balance featured with new members and content
  3. Balance information with ease of use
  4. Appeal to browsers, searchers and people on a mission


To achieve this, I’ve made the first changes in round 1:

1. Renamed the Group.  For the last four years, this group has been called "external community managers."  I've ommited the manager title because I know that there are several people here involved in the group that aren't community managers.  They are decision makers, strategists, end-users, etc. 

 

2. New Content Highlight Boxes. I’m going to be highlighting three new items on a monthly basis in the top boxes on the overview page.  Each box has a purpose 1) Jive content 2) user-generated content or featured membership activities 3) relevant call-to-action. 

 

3. New Overview Page Layout. I’m attaching a screenshot of the old version of this group.  I’ve made it much more simple and organized into three columns 1) search and browse 2) highlight content 3) showcase membership.   

 

4. New Community Lead Program. I’m handing over the keys and letting a community of community managers do what they do best: manage a community! Emilie Kopp will be managing this group in the month of Feb. Obviously, she has a full-time gig, so this will be a part-time effort, which includes welcoming new members, moderating questions and creating content. 

 

Now, I would love to hear from you! Share your thoughts on the first steps I outlined above. Thanks in advance for your insights and continued participation!

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