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:

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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:

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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:

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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:

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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.