9 Replies Latest reply on Sep 20, 2013 3:03 AM by laurabecraft

    Top 5 Q&A's for new Jive users

    nitsanh

      We're about to launch our Jive instance and would like to seed our "Help & Feedback" group with some Q&A's for the things users encounter when they start working with Jive.

      Any suggestion?

        • Re: Top 5 Q&A's for new Jive users
          Megan Truett

          We did a "freshman orientation” where we asked users to do five key things to get engaged with the community: add a picture to your account, join or create a group, watch a video giving the big picture idea behind Jive, fill out the expertise section of your profile and follow five people. For each of these calls to action we had two links: "show me how” and "take me to it”. The "show me how” sent them to a document with instructions. The "take me to it” sent them to the page where they could complete the action. This was tied to a whole campaign that launched our instance but it was a good start for them.

          • Re: Top 5 Q&A's for new Jive users
            Kara Francis

            A common question that we get is when do we use a group vs. a space/community?

             

            Here is what I have in my wiki for the response, but I recognize that some people may disagree or have a better way to convey when to use one vs. the other - I still struggle answering this one (which is maybe why I initially didn't include my response) (But thanks for calling me out on that one,Christy Schoon   - I am open to feedback on what you would change (or correct me)

             

            (fyi - we call "space" a "community")

             

             

            When would you use one vs. the other?

            ·         Group: Use when you have a specific group of people (i.e. a work or project team) or an audience interested in a given subject (i.e. anyone interested in project management)

            ·         Community: Use when your content is intended for the entire organization and you want to control who can do what within the community

            ·         Project: Use when you want to segregate certain content for a specific purpose and allow for assigning tasks, but still be a part of a broader group or community

             

            How are they the same?  A few similarities include:

            ·         They all look and feel basically the same

            ·         All three can be public or private depending on how they are set up, including the permissions settings (see minor difference for projects below - and how this is accomplished and managed is different - see below)

            ·         They all allow for a customized home page

            ·         The features and type of content are nearly the same (see minor differences for projects below)

            ·         Ability to follow the entire place or individual content within the place

             

            How are they different?  A few differences include:

            ·         Group

            o    Ability to invite employees to join

            o    Ability for employees to join and become members

            o    Group owner controls membership and who is an admin (owner)

            o    All members have the ability to post (no way to prevent people from posting)

            o    Ability to send e-mails to group members

            o    No sub-group feature (but can add an area to link to related groups)

            ·         Community

            o    Does not allow for people to join

            o    Ability to control who can do what within the community

            o    Permissions can only be managed by the enterprise community manager

            o    Ability to create sub communities (can be created by the community manager without a request form)

            o    Ability to moderate content before it is posted

            ·         Project

            o    Place owners can create one within their place (no request form)

            o    Can only be created in an existing group or community

            o    Inherits the permissions of the parent place (you can not hide a project)

            o    Includes a project calendar, status marker, task list, and milestones in addition to other standard features

            1 person found this helpful
            • Re: Top 5 Q&A's for new Jive users
              laurabecraft

              Hi Nitsan

               

              After we were live a few months, I consolidated some of our more frequently asked questions and created an "Occasionally asked questions (OAQs)".  It would have been handy to have had this pre-launch, but who can anticipate everything that gets asked?  It has been slowly evolving as things change or we get a question asked often enough for me to add (using my completely unscientific methods of analysis).  Some of this will apply/not apply.  Our instance is called "Innovate."

               

               

              Occasionally Asked Questions (OAQs)

               

              Purpose

              Since Innovate's launch in 2012, our team and Innovate Community members have responded to many technical and functional questions about Innovate.  While our team tried to provide as much training as possible up-front with adjustments along the way, there have been topics and questions that either aren't addressed in existing documentation or aren't presented in the clearest way.  Innovate OAQ doesn't intend on capturing ALL questions, but rather the ones that have been asked more than a couple of times (not even enough to be considered "frequent", though we'll include those as well) and/or don't have an obvious "home."  Where there is existing documentation, we will also provide a link.


              Contributors

               

              The Innovate OAQ will be the result of ongoing collaboration from everyone in the Community.  It is a work-in-progress as our Community evolves.  Our hope is to leverage the experience and observations of  Innovate Community members who will help contribute to this list by posting questions in the comments that they have either observed or received multiple times.  Remember, we aren't trying to capture one-time questions or those that are unique to a particular group/space, but rather those that aren't so obvious to the majority of users or aren't easily located in existing documentation or discussions.  Our goal is to build an Innovate "knowledge-base" that Community members can use as resource.

               

              Questions

               

              What is Innovate?

              Who are the Innovate Administrators and what are their roles?

              What are the Innovate Usage Guidelines?

              Where can I find Innovate Training.

              Where can I post questions about Innovate?

              How can I see what groups and spaces are already in Innovate?

              Who do I contact if I need access to a space/group/content, etc?

              How do I create a space or a group?

              Who do I contact if I need a space/group deleted?

              How can I move content or a space from one location to another?

              How can I delete a discussion?

              I accidentally revoked my access to my Space.  Who can I contact to restore it?

              Can I access Innovate through my mobile device?

              Can I upload videos?

              Where can I find information about the Innovate Connector?

              I have an awesome idea for Innovate, where can I submit it and what will happen to it?

              Is there an "official" process for getting rid of old content or deleting dormant groups?

              Is there a retention policy for Innovate documents?

              How can I use Innovate to collaborate externally?

               

              Good luck with the launch!

               

              Laura

              • Re: Top 5 Q&A's for new Jive users
                christy.schoon

                Hi Nitsan,

                Here are some of the questions I see most often from brand-new end-users:

                 

                • What is @mentioning?
                • When would I use a status update vs. a discussion vs. a blog post?
                • How do I find experts (or specific people)?
                • How can I limit the number of email notifications I receive?
                • What's the difference between tags and categories?
                  • Re: Top 5 Q&A's for new Jive users
                    Kara Francis

                    Christy Schoon , I'd love to hear your answers to these questions.

                      • Re: Top 5 Q&A's for new Jive users
                        christy.schoon

                        But wait, both you and Laura Becraft got away without providing answers.

                         

                        Nitsan wouldn't let me get away with it anyway.

                         

                        • What is @mentioning?
                          • The @ sign is used to refer to people, places, and content.  Whenever I'm creating content (status updates, blog posts, questions, etc.) I can use the @ sign in the following ways:
                            • People:  Sometimes I want to direct my question or discussion at a specific person or people.  I type the @ sign and then the person's name (use an underscore to separate first and last name) until you see the correct auto-suggest pop up.  Click on the person's name and ask your question.  By @mentioning the person specifically he will see that question in his InBox stream (and push notifications on mobile if using mobile app as well as email notification if using email notifications for InBox).  You can @mention as many people as you like.
                            • Places:  By referring to a Place with the @ sign I can dynamically link a conversation to multiple places.  For example as a consultant, I often ask questions of my product group on behalf of a customer.  I ask the question in the Product team's Group but I @mention the customer project Group so that the conversation I have with the product team is referenced in the customer project group and everyone working with the customer is aware of the response I received from Product. 
                            • Content:  I can refer to content that is elsewhere in the Jive environment without having to duplicate the content, copying and pasting the content, or copying and pasting the URL where the source content lives.  I can simply @mention the name of the document (using the underscore between words, i.e. "@jive_training:_creating_an_@mention" turns into Jive Training: Creating an @mention
                        • When would I use a status update vs. a discussion vs. a blog post?
                          • Status Update:  Use this for short and sweet statements like "I'll be on vacation the week of Sept 23."  "Just visited with Partner X at their offices in Sydney.  Check out their view." (attach pic)  "Our social intranet just hit 100k users!"  Status updates can be commented on but they really aren't meant for conversations.
                          • Discussions / Questions:  Certainly if you have a question use the discussion and make sure the box "Mark this discussions as a question" is marked.  Questions tend to have a higher priority in people's minds and once you receive answers you can mark the correct answer.    Discussions are meant to be places where you have true conversations.  Comments can be threaded so when there are multiple people participating in the discussion it's easy to see which responses belong to which comments.
                          • Blog post:  Blogs are more narrative than conversational.  If you have a story to tell about a new product release, a great customer win, a new methodology, or a trip report, then a blog post is a great way to do that.  People can still comment on your post but it's not as much of a conversation as a discussion.
                        • How do I find experts (or specific people)?
                          • There are three ways to find people in Jive:
                            • Spotlight search.  Using the search bar in the upper right hand corner of your screen you can always search on a topic or by a person;s name and find people related to that topic or, in the case of specific people, that person.
                            • Filtered People search.  Need to find someone who speaks a specific language in a particular job function?  Click on People in your top-level Jive navigation bar.  Click "Add Filter" and in the drop down choose Filter by Languages and choose the language you would like.  Click "Add Filter" again and this time choose Filter by Job Function and then choose the function you would like.  You will see a list of everyone who fits those two criteria. 
                            • Serendipitous discovery:  Just by watching the interesting conversations you will find experts you may not have known before.  Add them to your connections stream so you can continue to benefit from their insights on their areas of expertise.
                        • How can I limit the number of email notifications I receive?
                          • It's easy to adjust the number and type of email notifications you receive.  If you are receiving too many email notifications go to your profile and click Edit Preferences.  If you travel a lot you may want to leave your InBox and Action email notifications on.  If you are at your desk throughout most of the day then you may not need the notifications at all.  At a minimum you should leave some frequency of the Community Digest on because no matter where you work you can't possibly watch your activity streams all day long and so you want to make sure you don't miss anything.  The Community Digest does a great job of rolling everything up for you.
                        • What's the difference between tags and categories?
                          • Tags:  Tags are based on a folksonomy, meaning they are unmanaged, unlimited in number, free-formed, you can assign any tag you like to content, as long as it useful to you in finding that content later.  When you enter a tag you will see auto-suggestions and you are encouraged to use a tag that others have used before in order to increase the standardization of terms and searchability.  When tagging with multiple word terms please separate the words with an underscore, i.e. "multiple_word_tag".
                          • Categories:  Categories are a managed way of grouping content in a place.  The categories are managed by the place owner.
                    • Re: Top 5 Q&A's for new Jive users
                      Hady

                      Do you also have Microsoft SharePoint in your company?

                       

                      We had some first time users ask "How does Jive differ from SharePoint?"  / "When to use Jive and when to use SharePoint?"