Skip navigation
1 2 Previous Next

Jive Community Manager Blog

18 Posts authored by: Ryan Rutan

It's been another eventful week here in the JC ... so this is whats going down.

 

System Announcement Recap:

Email Digests Temporarily Disabled in the JC (posted November 1st, 2011)

Update:  We are planning on coordinating the changes to our mail infrastructure with our upcoming hosting migration.  At this time it makes the most sense, when it comes to changing up our mail routing configurations.  More information to hopefully come next week on commitments.  But wait, what did I say ... "hosting migration?"  ... that's right ... and that leads me to my next announcement.

 

Jive Community Hosting Migration slated for early December ... (tentatively the weekend of December 2nd - 4th)

As with  growth of most software, it has come to pass that our beloved JC will now be moved to a hosted data-center.  In fact, the same data-center where we host our customers.  Why is this move happening?    These many years it has been run by Jive's awesome IT team; however, as we look to improve the cadence of the JC (keeping it up to date with the latest and greatest of Jive) ... it has become apparent that we can gain operational efficiencies by managing the instance in the same manner we work with our hosted customers.  Once this date is locked and downtime window has been  set I will post a System Announcement with the final details.  If there are any questions, please feel free to ask me

 

https://community.aurea.com/profile-image-display.jspa?imageID=7391&size=350

Hats Off

In this episode of Hats Off, I'd like to give a shout out to asafh from LivePerson for sharing his Bulk Upload Plugin in the Plugin Downloads this week.  From the initial reaction, it sounds like people are very pleased with the quality of the plugin.  So if you have a chance, give his plugin a try and let him know your feedback.  If you like it, be sure to rate, like, comment on the plugin ... (us developers like it when people do that).  =)

 

Do you have a "Hats Off" you'd like to share about another community member?  Let me know, and I'll bring it up in the next weekly recap.!

 

Speaking of Plugins ...

 

What Have I Been Doing?

 

This week you may have noticed some updates from me on the SBS Widget Pack - Plugin.  If not, I recommend checking out the following posts:

The specified item was not found.

The specified item was not found.

 

In short, while doing my analysis for the information architecture  for the JC, I realized that there were some key features missing for me to do what I want to do moving forward.  So being the crazy person I am, I said "What if I could develop them?" ... and well...I did.  These new widgets (FeaturedPlaces, FeaturedUser, and FeaturedAd) are very functional, but very basic/rough for the Administrator ... but will do what I need to get the job done for the upcoming JC changes.  As such, rather than sitting on the code, I decided to share the functionality in one of plugins.  Basically, if its good enough for me to use, why shouldn't you have a shot at it as well.  And for free. =)

 

Lastly, you may have also noticed (I know John Schwiller has here) that I've been doing a lot of greetings to people as they join the community.  My intention is two fold.  First off, it's great customer service that can only help in my opinion ... but secondly, if I can help, in any way, people to go from lurkers to even mild participators in the community ... it will help our community by bringing new ideas and perspectives to the table.  Plus, it helps me scan for spam profiles ... so maybe John can get some work done.   Ok, maybe that's three fold. =)

 

What's Next?

 

Next week, I will be presenting at Enterprise 2.0 ... and then its back to getting things done on the Jive Community.  I hope to finalize the information architecture structure and float it by key Jive stakeholders for preliminary buy-in.  Once it has been approved, I plan to share the structure with the Jive Champions to get some additional customer feedback.  If you are not a Jive Champion, but are interested in providing feedback ... please let me know. 

 

Note: If you are interested in becoming a Jive Champion, you can contact laurie.martin for more information.

 

Also, User Groups didn't get much traction this week, but I'm optimistic that next week we'll get some takers.  Feel free to reach out to me if you would like to participate.  If you do not know anyone in your area, let me know and I'll do the leg work and see what customers might be willing to participate. =)

 

What are your Thoughts?

 

If you were the community manager, where would you focus your time?  Help me understand what's important to you and help me incorporate that into my road map. 

Remember:  This is not MY Community ... this is OUR Community!

 

Sincerely,

Ryan Rutan - Your Community Manager

Hello Jive Community (the JC) members,

 

I wanted to check in at the end of my first full week here at Jive (focused on the JC) and provide some insights as to what is going on.

System Announcement Recap:

Email Digests Temporarily Disabled in the JC (posted November 1st, 2011)

Due to an infrastructure issue with the mail servers for the Jive Community, we have temporarily disabled the Email Digest feature in the Jive Community.  This feature is responsible for sending you daily, weekly summaries of activity and is controlled in your User Preferences.

I made this decision to curb unnecessary impact to the broader audience that use one-off notification emails.  Fortunately a project was already underway to revamp the mail infrastructure which should be ready soon.  Our plan is to re-enable this feature once the new hardware is in place, and a similar system announcement will be done at that time.

Please note:  At this time, our investigation shows that the issue(s) should be limited to only Jive Community instance alone, and should not impact any other instances (hosted or otherwise).  If there are any changes to in scope or impact, I will be sure to update the Community first thing.

 

In an effort to keep our support staff focused on your top  issues, if you require any further information on this announcement, either share your thoughts here: Open Discussion Re: Email Digest Temporarily Disabled in Jive Community or invite Ryan Rutan (myself) to discuss in private.

We appreciate everyone's patience as we work through this issue,

 

Sincerely,

Ryan Rutan - Your Community Manager

 

Report as Abuse threshold dropped to 1 from 3.

This should make it easier for the community at large to remove spam when discovered.  Thanks to April Jacobs for the suggestion and John Schwiller for his relentless attempts to help keep the JC spam in-check.  Given all the changes at Jive over the past year, Community Management has been a volunteer effort by many Jivers (Curtis Gross gialyons deirdrewalsh and kristina to name a few).  Please join me in thanking them (and those unlisted) for their efforts to keep the Jive Community eco-system moving forward.

 

 

What Have I Been Doing?

 

Well, like I said in my last post, I believe Voice Amplification is very important to getting the JC moving in the right direction.  Knowing the right place to collaborate is essential to this function.  As such, I took a look at the Space and Groups that were available to users and discovered that we have quite a few options. *understatement

 

In fact, on Wednesday, I went through and purged over 200+ Public, Members Only, and Private groups from the system.

Why?  A few reasons:

  • Public and Members Only Groups are cesspools for SPAM.  They are out of the way, no one notices them ... but they add to the activity stream the same as a space.
  • Group noise reduces utility and value of features such as "Groups like this" or drop-down auto-completes with noise.

 

In addition to purging, I logged the remaining groups and started grouping them together into themes.  I plan to use this information to help drive the new JC Information Architecture and structure.  Once finalized, we will be looking to insure that their is a clear ownership for each of these groups for the users to follow.  This could mean that there will be someone(s) from Jive to liaison feedback to Jive, or it could also mean that there is an explicit declaration that there is no liaison and that users should not assume that Jive is listening to the group.   Either message, will  clearly set expectations with users ... giving them confirmation on what Jive audience is listening.

 

 

What's Next?

 

Next week, I see more of the same ... as there is a lot of data to sift through for the new JC IA.  So making sure all the groups and themes are thought out and represented in a logical (customer centric means) is very important.  I expect to start shedding some focus on plugging the User Groups initiatives on JC, such as Le Club - Jivé and Bay Area User Group to see if we can find more pockets of people who would benefit from meeting up and sharing ideas in the local region.

 

Are you attending Enterprise 2.0?  If so, I'll be there for a short stint presenting on Tuesday Morning, so stop by and say if you get a chance.

http://www.e2conf.com/santaclara/2011/speaker-list/?speaker=ryan-rutan

 

 

What are your Thoughts?

 

If you were the community manager, where would you focus your time?  Help me understand what's important to you and help me incorporate that into my road map. 

Remember:  This is not MY Community ... this is OUR Community!

 

I hope everyone has a safe and enjoyable weekend!

 

Sincerely,

Ryan Rutan - Your Community Manager

Over the coming weeks (and beyond), you can expect to hear renewed focus on certain aspects of Jive Community management.  The first aspect I'd like to focus on is Voice Amplification. I consider a community person's "Voice"  to be a combination of numerous factors.  Of which, the most fundamental is the assurance that when you speak, there is someone on the other end listening to the conversation.  In order to provide the best environment for success, it is incumbent on both the speaker and listener to converse in a contextually relevant location (a.k.a. Where).

 

Per feedback I've heard (as well as personally experienced as a customer), I thought it would be prudent to perform an exercise that conducts an audit of all Spaces and Groups in the Jive Community, and make sure that there is a mutual understanding from both Jive and our customer base regarding where conversations happen and who is responsible for following through on said conversations.  The worst thing a community can do is provide a platform where no one is listening!

 

What am I doing?

  • Working through the lengthy list of Spaces and Groups on the Jive Community, and:
    • Determining proper ownership / escalation path exists (and is up to date)
    • Marking locations for deprecation, relocation, or convergence (as needed)
    • Defining bottom-up view of the Jive Community use-cases for use in future direction

 

The end goal:  A simpler and clearer view of where to collaborate in the Jive Community, plus better assurance that someone will be listening.

 

What can you do?

  • If there is a place (Space, Group) that you frequent (not include your company support group), and you feel as though it is very relevant and necessary to your use of the Jive Community.  Please let me know the following as a comment to this blog post:
    • @mention the location(s)
      • Note:  If someone has already mentioned your location, feel free to simply Like the comment and/or comment on just the differences.
    • Brief description of the value you realize from conversations in the group (optional)
    • Who do you think is the owner in this place from Jive?  (If not sure, please indicate so) - Please @mention them
    • Who do you think is the leader in this place from a Jive OR Customer perspective? - Please @mention them for your answer.
  • Share this with your connections in the Jive Community to make sure we get as much coverage possible.

 

Note:  As Jive Community Manager, I am responsible for the longevity and success of the Jive Community ecosystem.  This includes both technical and non-technical aspects of the community.  While the above statements are aimed to disclose some of the renewed focus to the non-technical fronts, all efforts to resolve outstanding technical issues remain intact.