7 Replies Latest reply on Apr 19, 2017 11:22 AM by jamie.battin

    Emails vs Streams

    jamie.battin

      Hi All,

       

      I am marking this as a discussion rather than a question, even though I am asking for your feedback there isn't one right answer.  Also, sorry in advance for the lengthy post.

       

      We have approx 40,000 users in our external community spread across 125 spaces and groups, aligned by product (multiple ERP modules, user groups, advisor groups etc)
      Users follow multiple spaces and groups.

       

      Our users have come to rely on what we call an daily email digest.  When we went live we contracted with JCS to build a plugin that allows users to follow a person, space or post to the daily digest.  It builds a stream, but more importantly it builds an email and pushes out to the user at 4AM EST the following day.  It includes all the content that occurred in the previous 24hr cycle.

       

      Our customers really like it.  As many of us, they live in email.  They don't want to go to Jive and review the stream, they don't want instant emails.  They want a daily digest from which they can get up to date information and make immediate replies.

       

      We want to go to cloud, we are a cloud company, but the concept of a digest does not exist and mods are not supported.  The Newsletter concept while compelling, is a summary of content based on the Jive algorithm, and it is not ALL the content---it is only the highlights.

       

      Seeking your input on:

      1. Anyone have a similar customer base so heavily dependent on email?
      2. Are you on or did you migrate to cloud, how is the newsletter working for you?
      3. If you had an email centric customer base how did you transition them to use either the stream or newsletter?

       

      Appreciate your perspective and thoughts

      Jamie

        • Re: Emails vs Streams
          communitygecko

          Hi Jamie and welcome as the new peer-to-peer manager of this space!

           

          Other than the technical differences between cloud vs on-premise, for this topic I don't see any significant distinction. When I was at Oracle (on-premise), we also struggled with the question you asked and the answers from our experience are:

           

          1. Anyone have a similar customer base so heavily dependent on email?

            Yes - all customers which means millions. However, we discovered that their click rates were very low and that led our support communication team to change direction.....

          2. Are you on or did you migrate to cloud, how is the newsletter working for you?

            As noted, on-premise. The newsletter generation was very intense. Writing blogs (which are essentially pieces of each newsletter) was determined to be something like a 75% reduction in effort!

          3. If you had an email centric customer base how did you transition them to use either the stream or newsletter?

            The support communications team forced the issue. We moved our newsletter eco-system to blogs. The problem here is that you can't "push", rather you have to educate your customers to "pull" so we did some videos on finding information in blogs (highlighting not just search, but use of categories and tags) and knowing how to setup streams. Surprisingly, we did not get a huge amount of negative feedback!