17 Replies Latest reply on Jun 16, 2015 9:21 AM by annetown

    Chief Community Officer?

    annetown

      Does Jive have any sort of community executive? I love Jive, but I'm sitting here watching their main competitor's Chief Community Officer speak at a huge community manager industry event as an expert and all I can think about is, from a strictly sales perspective, how big Jive is missing out because there's not someone in this position outside of the community manager for this community - at least not someone that I know about. For a company that purports to sell community software, this seems like a huge miss.

       

      I look at all the tweets coming out of Lithium's user conference and it seems so much more community focused than platform focused. Jiveworld is GREAT, but again, it feels a lot more about customer succuesses, not visceral community meat that cmgrs can sink their teeth into (save a few sessions).

       

      Is there someone I don't know about? Is there something in the works for this? I'd love to see that in Jive's future. I think it's something Jive, of all companies, has sort of put to the side for a while now.

        • Re: Chief Community Officer?
          gordon_sorensen

          Good observation. And assuming you are talking about Joe Cothrel, he is really good too – intelligent, engaging, ……

          • Re: Chief Community Officer?
            Libby Taylor

            Hey guys, I just want you to know that I've seen your post and I'm asking the Jive leaders (besides little ole me) to respond. Please hang tight.

            • Re: Chief Community Officer?
              Billy Volpone

              Love your post as well Anne and looking forward to also hearing some of the feedback Libby might gather. I can tell you from my experience however (7.5 years at Jive) that there is MASSIVE focus on Jive-x. I don't think a single "CXO" role sums up focus in one area or another by any means. Personally, I live and breathe Jive-x only each day as a product specialist here. There are also tons of internal teams from dev to product to marketing to sales to services that are focused only on this specific platform type and deployment model. Also, unlike the aforementioned vendor, we're focused on both helping our clients succeed as a business via their collaborative intranets AND customer/partner networks. Product wise, this has actually been a great thing since each solution's unique evolution has often benefited the other (ex: intranet permission needs have allowed Jive-x to offer key areas for secret/private support and advisory groups... Jive-x's focus on consumer sites/themes has led to far better design of HelpDesk for intranets, etc). We put people at the center of everything... no matter if they are internal or external.

               

              Having access to the Jive Customers group, I'd actually love to get your thoughts in a separate thread about what's coming for Jive-x in our new Spring Release this month.

               

              Finally, I do think your ideas around JiveWorld and a bigger community manager focus would be epic and I'll start pushing for that now. It is great though to have such amazing customer success stories to speak to each year.

                • Re: Chief Community Officer?
                  annetown

                  I totally agree! The product is above and beyond better than anything out there, but I feel like it doesn't get the spotlight it deserves because of lack of community focus within the company. The individual consulting is THE BOMB! And I think a great approach to starting out with Jive, but even during that consultancy phase, we're told community managers are crucial to the success of any Jive instance. Maybe I'm not seeing the way the company is structured, but it seems like there's just a miss there - pushing a product externally and not really mentioning how crucial the people aspect of it is. Plus, how many current branded communities with community managers out there are driving the struggle bus with their technology and have no idea how awesome Jive is?! This is obviously speaking from the outside looking in, just seems like there are missed opportunities there. I'd love to see us step up as a vocal voice within the surging community manager knowledge space.

                   

                  And totally happy to share thoughts! I love the product, but am more so talking about the people aspect of it.

                    • Re: Chief Community Officer?
                      Libby Taylor

                      annetown I love the idea of a Community Manager best practices SPACE. Sorry I love that idea so much I hit my ALL CAPS key by mistake. Here's an idea... Why don't we create a place for Community Managers called "Community Manager Central" and we can tie in both the External Communities Group and the Internal Communities group and also have the centralized place where key information specific to community management can live. Of course, I will have to do some soul searching first to determine do we really need a new place or can some existing place already fill this need and all of the other questions you would ask yourself before you make some place new... What does everyone think? workingoutloud

                      1 person found this helpful
                        • Re: Chief Community Officer?
                          scottwdennis

                          Confession time... I've tried to pay attention to other CM related communities of practice and I usually don't last very long because they aren't organized very well or the platform is hard to use (Oh the irony).   The jive user community, on the other hand, is a place that I do pay attention.  I totally get what Libby Taylor is saying about needing to decide about building new places vs encouraging growth in existing places but, either way, I think I'd pay attention and participate if more related conversations if they existed in Jive and I knew about them.

                          • Re: Chief Community Officer?
                            annetown

                            Libby! I love this idea! I think there is enough ground to cover community manager wise without getting clogged up with the ins/outs of actually running an internal/external community. I do think that one community manager space or group would be fine for both types of community managers, though. On a sociological level, we're all dealing with the same challenges and need to satiate the same thirsts for knowledge. I vote yes on a cmgr space for the masses. I'll even commit to posting weekly discussions on community management issues.

                      • Re: Chief Community Officer?
                        scottwdennis

                        I work for a cloud based agile software as a service provider company.  When we went through the sales selection process recently with Jive, Brand X, and Third Big Contender, dealing with Jive I felt like, "These people are like us.  They get it."  People like Billy Volpone helped us find the information we needed about the product and its capabilities.  This Jive community was very engaging and helpful (thanks again annetown) and the sales people were great to work with, getting us quotes and modifications to proposed contract language, etc, quickly and in an accommodating fashion.

                         

                        I haven't been to Jiveworld yet, and I did get an hour with Joe, who is awesome, but I do have to say that one thing that was actually refreshing about Jive vs Brand X is that Jive folks didn't come across as condescending or try too hard to impress us with their knowledge of CM theory and research, which some other companies did.  I don't have a comment one way or the other on whether or not Jive should be more present in industry events and the development of CM as a discipline but I will say that from what I have seen the management and rank and file, for the most part, practice what they preach.

                          • Re: Chief Community Officer?
                            scottwdennis

                            Is it bad form to reply to yourself in discussions?  Don't answer that....

                             

                            I've been thinking about this all day, off and on.  Jive doesn't have one Community Officer in Chief but one thing that differentiated the company and the product for me from some of the competitors is that Jive employees are present in their own community and use their own platform.  Jive has been around for a long time in software years and I bet if I was present at more CM events and conferences I'd find people who work at Jive presenting in sessions, etc - not one central widely publicized personality but more CM knowledge and participation expected by all or at least many more people at the company.  I don't necessarily see the Community Officer in Chief idea as a bad one but I do think that Brand X is weaker because they have their one standard bearer and less expertise and participation expected for the rest of the company.

                          • Re: Chief Community Officer?

                            Hi annetown,

                             

                            Thanks for your question. I head up our Digital Marketing. Just wanted to chime in here


                            As you know, we're committed to delivering a product that can support community building at any scale and in a way that delivers on specific business and customer needs. We know that our product will only be as successful as the community managers working with it. So first of all, we really appreciate the work you do and your feedback. We'll continue to do everything we can to support all our community managers - at any level!


                            Organizations have different needs when it comes to their online communities. At Jive we're lucky to have a lot of people who live-and-breath community management. Jivers like Billy Volpone, Libby Taylor, and many others who love and understand communities and community software. For our online community, at the moment, it doesn't make sense to have a CCO... We feel that having a strong enterprise community manager like Libby Taylor along with distributed functional expertise works well for us.

                             

                            I do agree with your comment... we should be out there more with our perspective on community management and you'll start seeing more and more of this over the next few months - not from a  single CCO but from all across Jive.

                             

                            Thanks again for your feedback. Keep it coming!

                              • Re: Chief Community Officer?
                                annetown

                                Yo Robert -

                                 

                                Thanks for the response - much kudos for you guys for being encouraging of feedback without getting their panties in a twist. The transparency is heard and definitely appreciated! I love it! I can't wait to see you guys represented more at these industry events. I follow the industry closely and it honestly throws me off when people talk about community management outside of Jive.

                                 

                                Looking forward to what you guys have in store! Keep chuggin'!