Hey Jennifer, nice to hear from you! I moved your question to the Internal Community Managers group - this is one of the areas where the cool kids hang out.
Can you share what the goals of the community are? Best practice is to craft your questions in a way that relate to the community's goals. If you're not comfortable posting them here in this publicly viewable and searchable community, email me at gia dot lyons at jivesoftware dot com.
Hm...Gia says that this is where the "cool kids hang out," so what the heck am I doing here?
Jennifer, we haven't done surveys of our community members...however, I have helped design and execute some other surveys (external customer satisfaction, annual customer survey, etc) for my company...if I can help you design the survey in any way just let me know - I'm at jim dot jones at windriver dot com.
Here is one that we created. It is based on a generic Jive survey that was provided to us by my sales person. This survey was intended for current Jive users. We also did a much shorter one to people who were not using Jive.
By the way, this survey told us A LOT.
Generic JIVE Survey.docx 89.6 KB
This is a good starting point. Jennifer, you might want to customize what Brad shared to more directly relate to C3's original "Connect. Communicate. Collaborate" goals. Even better, you might want to ask specific questions about common usage patterns, such as project/bid proposal collaboration, project staffing (finding resources), or knowledge sharing in communities of practice.
I've taken our annual user survey and scrubbed it just a bit so it can be shared publicly. I'd be happy for more people to use some of these questions, so then we could compare results!
It should take about 10 minutes or less to complete the survey. It's not short, but it provides a wealth of data that I'm finding invaluable, especially now that I have two years of results to compare. We had about a 50% completion rate across the company.
We also asked people to provide their names (optional) this year, and more than 50% chose to do so. This has provided us with a rich data set that we can connect to our analytics reports. Now we can see the relationship between people's survey responses and their actual activity in the system. It's also a great way to reach out to people who raised concerns, and help them, plus reach out to people who are big fans, to enlist them as examples for others.
ubm community survey 2011.pdf 354.1 KB
Thanks everyone for all your helpful answers! We actually have a few jive communities, the one I am looking for a survey for is the external healthcare community servicing the healthcare industry. I have noted below the business and community objectives. I might have posted this in the wrong spot, I see that I am in the group for 'Internal Communities'. Gia, thanks for posting where the cool kids hang out!
•Become the most trusted single source of truth for information and best practices about how to implement meaningful use of an electronic health record system
•Encourage prospects, customers and employees to expand their business network in a productive, value driven online environment
•Deliver a digital strategy that employs best-in-class online-marketing that drives lead generation
•Learn how to implement meaningful use of an electronic health record system, quickly
•Connect with others who have successfully implemented an eHR for meaningful use
•Share information that helps others successfully implement an eHR for meaningful use
Jen, I have some specific questions for you to review. Once I get back online here at the home office, I'll send. I put them in your strategy plan, if I recall correctly.
from my iPhone
Ok, this is from slide 46 of your strategy plan, meant to serve as an example:
As a result of using the Meaningful Use Community:
I am bettter able to learn how to implement meaningful use of an eHR. I am better able to connect with others who have successfully implement an eHR for meaningful use. I am better able to share best practices about impelmenting an eHR of meaningful use. I feel that this community is a trusted source of information about implementing meaningul use of an eHR.
Then include a question or two that allows them to reply in long form, perhaps something like:
Please share an anecdote about how this community has helped you:
Please share feedback about how this community could be improved to better meet your needs:
Ted and the gang, have anything to add to this?
Oh, you might want to include questions that address NPS, Net Promoter Score. Basically, ask them how likely they are to recommend the community, or your consulting services for eHR implementation, to others.
Just to clarify, this is an external facing community (Jennifer works with us at CSC, and she's awesome!)- we have customers, prospects invovled in this community. So I know questions we would use for internal facing instance won't help as much.
We need to know about:
- why customers came,
- are they staying,
- are they recommending us (like Gia suggested),
- has their knowledge of the problem (this particular community should help them find answers) been improved
- have they met others in the community that they didn't know? (and did they like that?) hint; expanded network
- have the come back and if so, how often
- have we in fact won the "trusted source of truth" in their mind on the topics?
- Did we miss topics they needed?
- what other topics do they wish we would help them on their journey with?
I'm sure there are better marketers than I that could offer a great list. But here are the general things I know we need to get in this survey.
We subscribe to the Hopton #sexymetrics method of quarterly surveying which yields a lot of valuable information about usage and also includes NPS. It probably addresses half of the quesitons in Claire's list.
We also do a short annual satisfaction survey that includes Likert questions on the following:
- I use the knoweldge from the community to help solve problems
- Community improves my job performance
- Community improves my relationship with peers and employees
- I use the community daily
- I recommend the community to my colleagues
- comfort level with contributing content to my peers in the community
- Overall satisfaction
We also ask them to rate all the functionality (discussions, blogs, projects, etc.), and we have free text entry at the end.
Thanks everyone for your feedback so far. I have shared with the team.