Thank you Libby Taylor
This sounds like a very useful space!
Here is my primary question:
- Keeping the pulse of a broad community: Is there a preference or reason to follow everything to Inbox, follow only specific movers and shakers to Inbox, setup custom activity streams, all of the above, or other options?
I like the idea of Community Manager Interviews. I specifically appreciate and look for the tips and tricks that people have learned along the way. I don't think these would have to be videos, written interviews would be interesting as well.
Webinars for CMs - yes please!
Topics - I'll have to come back to that.
Thanks for the feedback Renee!
When you were a new CM, what were the major challenges you had in either coming onboard for yourself, or in launching a community?
The amazing thing about my onboarding was that I came into an awesome team who were there to answer any questions I had. I was hired one week before the live launch of our community. My team was much more versed in Jive, but we were also learning together. The greatest hurdle for me at the time was probably knowing where to find the tools I needed in Jive. I had a good understanding of the company and how the old community (Zendesk platform) functioned, but did not have the experience with Jive.
The detailed functions of the admin panel are probably where I still need to learn more. Only 3 months in though, I feel like I'm doing well!
Libby I would like to participate. Some topics:
- Training, specific examples of a training asset that was created to address a specific problem, and the outcome.
- Metrics- what's being reported, again with specific examples to meet a specific business need
Training- I'm of the mindset that the 30-60 minute CBT or video is gone. Today's social audience (and the users I'm trying to connect with) don't have that kind of time to invest. How are you migrating your training content to meet the needs of your audience?
Thanks for the feedback, Tim!
Wow, your COE looks like a new CM's dream come true. Did you create this all by yourself? Did you source the content from Jive? This is what I wish I had now, one year into our community. I learned some of this from relying on my colleagues who worked on the admin/development side for our community. Much of my work in the beginning was working with users to build adoption and understand use cases, without having to delve into all the back end items you show above. Are you a CM or more on the tech side or both?
Yes, this is definitely the labor of love - created specifically for our organization. I wrote everything from scratch based on our processes. I'm our ECM and IT Project Manager for Jive, so everything has the strategy + technical component.
That site looks great. Did you create the icons and build the HTML template yourselves?
No html needed, I built/designed using all out-of-the-box Jive 8 (originally built in Jive 7)! I just inserted a table into the formatted text widget and placed my icons in the grid. Icons were free, found online (always read the license to ensure you're in compliance) Modern UI Icons
Great idea. We have a new internal community and 3 external communities, all with relatively new community managers and it would be great to benefit from a COE!
Driving adoption and engagement is a top priority for our internal community as is creating engaging content.
Growing our user base and driving more engagement is a top priority for our external communities, as is creating more engaging content.
I am fairly new. Actually, so new we have yet in my organization to meet with our Project Management team at Edge, but will do so in a couple days. That said, we are focusing on the internal community right now and will soon organize our launch team. I have found your posts and discussions to help get acclimated to this environment and as the leader of the up and coming CM's at our company, I am very much interested in this group and am in line with the bullets listed already, mostly training/videos, webinars, and attracting new users goes on the top of my list.
Will keep following this group.Thanks!
I'll be happy to help with the focus group. As far as your questions:
1. Hotspots for learning:
-when to pick on-prem, vs. hosted vs. Cloud
-how a community's important metrics will change as your community grows Udit Shah did a great idea laying this out in a Webinar he gave for Jive-n communities.
2. Webinars just for CMs:
I think you may need to bifurcate the audience for webinars in terms of 1) new vs. established community 2) firms that use Jive Professional Services or Social Edge to create a strategy and the look and feel of the community vs. those that have more of a DIY philosophy. For example, for those with a DIY approach, the following would be helpful:
-how to design an Overview page
-how to set up spaces
-differences between permissions and entitlements
3. Questions just for CM's:
-how do you measure your value
-what do you do that creates the most value
-what's your proudest moment for your community
-when did you know your community was going to succeed
-what did you wish you did differently when you launched your community
Thanks. Hope this is helpful.
I agree with Patty McEnaney - on all her points, and especially one of my biggest issues is communicating ROI to our senior management team to keep them on board and engaged and calculating the user-specific ROI for the users who aren't already engaged with our internal community.
And like Steve Copertino, user adoption and engagement (especially in content creation) is important for us. Tips and tricks we can pass on to our users would be really helpful.
We don't have the same resources devoted to managing our internal community as a lot of the others on JC so I'm always looking for examples of people have already done to accomplish the same kind of tasks/outcomes that I need because I don't have time to work out all the answers myself (and even if I did, I'd still be looking for good ideas from people who have done it before!). We're a year an a half in and it feels like we're still only just getting started!
It can be tough being a one-woman show! Hang in there Jessica. We'll be building out this space more after the upgrade this week.
Really like the idea and we're happy to participate as well. We're involved in both internal and external communities.
- How-to / best practices documents and blog posts: (such as)
- Knowledge Bases / Content and Search
- Measurement - Not necessarily ROI, but measuring the impact of online communities in the business/customer experience
- Automation - Our community admin is doing amazing things with PowerShell scripting
- Integration - Popular integration with other software
- Really like the idea of sharing solutions or creative ways of using Jive.
- How-to / best practices documents and blog posts: (such as)