As I promised in Jive Online Community Management: Stop Reacting. Start Impacting., I wanted to give this group a behind-the-scenes look at how we are managing our own JiveX community.  After writing that blog post, I hit reset internally.  I looked at our data, performed some internal interviews, and quickly realized that we had a more complex program than I had anticipated.  I also realized that because Jivers feel empowered to make improvements and engage, we had some groups operating independently with potential overlapping and conflicting needs. Sound familiar?

 

So, I sat down with our experts in Professional Services. Together, we developed a different structure for approaching and managing the work (using our own tools and best practices)! For the first time since I joined Jive three years ago, we decided to “practice what we preach.”

 

First, we revised our program structure:

Screen Shot 2014-04-07 at 9.34.50 AM.png

 

Then, I got buy-in on our goals, metrics and targets for the next 12 months.  At a high-level, they are:

  • Ensure Customer Success
  • Increase Customer Loyalty
  • Maintain Positive Brand Reputation and Reach
  • Engage Prospects and Partners

 

Next, I began focusing on upgrading the Jive Community to the latest and greatest version of our software, which was completed over the weekend (see  Shining a Light on JiveX 7.).


I also made it a requirement that we begin to get “cloud-ready” and eliminate all non-essential customizations.  Like many of you, I knew it would be hard to say goodbye to items like Managed Snippets; however, if you can’t have it, we shouldn’t have it! Instead, I can serve as JiveX advocate internally and try to influence product direction. 


Here is the list of customizations that I kept:

  • Supportal, which is needed for all of the MyJive groups
  • Marketo Integration, which is key for our marketing automation program
  • Custom SSO

 

I also worked with Amber Orenstein Max Calderon and our crew of awesome interns to roll-out a new layout on some of our key pages. (FYI: this group has been part of the proposed changes for the last month).

 

Now, I’m in the process of working with our Strategist Christy Schoon to evaluate how each department at Jive uses or wants to use the external community.  To help, Christy is testing out new Reference Solution Framework.

 

Screen Shot 2014-04-07 at 10.12.18 AM.png

 

For each area, we are defining the following:

  • Goals and objectives
  • Desired outcomes
  • Use cases and value-derived priorities
  • Links and dependencies between pillars
  • Management and governance model
  • Technical requirements

 

After the strategy sessions are complete, we will produce a project plan defining the sequence of implementation, schedule, and resources required. 

 

Finally, I’m working on a new marketing plan for the Jive Community, which I’ll be happy to share with the crew in this discussion: How are you marketing your community?

 

Would love to hear from you! What do you think of the approach? Is this level of transparency helpful for you? 


Finally, if you have Feedback or see issues report them in the Feedback space.  Thanks!