Advanced Community Management

Video created by brianna.walsh Employee on Aug 3, 2020

    Advanced Community Management

     

    Thanks for joining this session on advanced community management. By now you should have a good handle on how to manage content and places in Jive. This session will include detailed information on commonly used advanced community-wide management topics  - concentrating mainly on the Jive admin console. If you are new to Jive and have not reviewed the other sessions, please do so before this one.

     

    We will use the admin console sections as our guide and will concentrate on the configuration items that we recommend you review before you launch. We will skip items that have been covered in other sessions - including ones that are rarely changed - those will be explained in the Advanced Admin Console session.

     

    For this session, it is best to have Full Access at the system admin level to be able to access all the features that will be covered. Let’s start by getting into the advanced admin console. As a reminder, once you are in the basic admin console, click into Advanced Settings on the bottom left.

     

    System > Settings

    Analytics: On this page you can enable or disable personal insights. As a reminder, this is one of the tabs on the user profile. The default is set to Enabled. You can also decide if other users can see someone else’s Insights. The default for this is Disabled.

     

    Direct Messages and Sharing: The defaults are for Enable direct messages and Enable sharing to be on. If you do not want to allow either in the community, this is where they can be completely turned off.

     

    Sharing is a familiar feature and core to engagement and collaboration in Jive. We do not recommend that this be disabled.

     

    Direct messages, as mentioned in an earlier session, can be difficult to find when you are looking for them later. They are mainly accessible from the Jive inbox. While we don’t recommend turning them off, it is important to be aware that there are some limitations to them that can be addressed better by private discussions.

     

    The bottom checkbox requiring a user connection is a legacy item and is not recommended for internal communities as it requires you to be following another user before they can share something with you - which can be a deterrent to engagement.

     

    Extended APIs: There are a lot of parts to this page - and most of them will be covered in other tutorials. The only thing to be concerned with for now is if you want users to be able to use the connectors listed here:

    • Jive for Office adds a Jive pane to Excel, Word and Powerpoint so that users can edit and save the files that are uploaded in Jive directly in the native application - even simultaneously with other users. This is only available to PC users
    • Jive for Outlook adds a Jive pane to the user’s Outlook window which allows them to reply to Jive posts straight from Outlook and read content in Outlook from Jive without having to go to Jive itself. This is also only available to PC users.
    • Jive Anywhere is a browser module which adds a little slide out menu on the right of any browser window. Users who connect it with their Jive community can post a snippet of information and link from other websites into a Jive discussion so that it can be viewed by other users of the community.
    • Jive for Sharepoint allows for connecting Jive with Sharepoint on-prem so it can be used primarily as an external storage provider.

    Enabling the first three items on this page means that they will be available for users to download from the Tools page in their avatar dropdown. If you do not want to use them, simply untick the box under Is Enabled.
    The Jive for Sharepoint item requires quite a bit of technical configuration, so enabling it here is only the first step. We will not cover the remaining steps in this session.
    External Links: This page allows you to control external links - if you want them to open into a separate browser window or tab - or the same one that Jive is in. You can also specify if you want users to get a warning that they are leaving Jive - and if you want the redirect to be stopped so users can decide. We recommend ticking the box to open links into a separate tab so that users aren’t taken out of Jive if they click an external link.
    Externally Accessible Groups: This page allows you to either enable or disable the ability to create externally accessible groups at the community level. Giving users the social group permission of “create externally accessible group” does not override this setting. Turn this off if you do not want to use this functionality at all.
    Home page: on this page you can disable or enable the Create menu/icon in the global navigation. If you do not plan to allow users to create content in their personal container, we recommend disabling this function.
    The “enable the widgetized home page” option is a legacy feature. We don’t recommend enabling it as the page is not in a responsive design and uses the older widget technology instead of tiles.
    Locale: On this page you can set the default language for the community. You can also set the default time zone. Users can change these defaults in their Preferences menu.
    We don’t recommend changing any of the elements in the Change Default Language and Allowed Languages section as using this feature can cause problems with the Jive search.
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    Message Templates: This section displays a list of the email templates for all email notifications that are sent from Jive. In each template, there is a plain text and html version. At the top of the list are header and footer templates where you can add elements, like a logo, to all emails. Adding a logo in the header is fairly straightforward, but we don’t recommend making extensive changes to the templates themselves.
    To add a logo to the header file:

    • Make sure that your logo is accessible outside of the Jive password. There are a couple ways to do this:
      1. Post your logo on an external website under a hidden URL and use that in the html
      2. Upload your logo in Jive using the Static Resources method described in the Managing Jive Places 2 session.
    • Open the header template by clicking the little pencil icon to the right of the page
    • Scroll down to the HTML body section
    • Look for the sentence: “to have a header image/logo replace the name below with your img tag”
    • Replace the row below it that starts with <font color with ‘‘<img src=”[paste in the image URL]” border=”0” />’
    • Click Save Changes.
    • You can preview how the logo looks by clicking into any of the other message templates and clicking the Preview button.
      1. Click on the pencil icon of any of the templates below to perform the preview action
      2. Scroll to the very bottom and look for the Preview button
      3. Depending on the template you selected, you may see some options. Just ignore them for this exercise
      4. Scroll to the bottom of the pop-up and click the Send Test Email button
      5. Fill in your email info and click Send Test Email
      6. Look for the email (check your spam if it doesn’t arrive) and see how the logo looks.
      7. If you need to adjust it, you can either change the image size elsewhere or use html to change the size.


    The other message templates can all be changed to add static elements or edit the wording. They can be challenging to edit unless you are very good at html. Be careful not to change or remove any of the dynamic code or you may completely break the template and the emails will not be sent. Luckily there is a reset button on each one. If you mess up, you can restore the default version by clicking this button.
    You will need to change each language separately by selecting the language in the dropdown at the top if you want the changes to also be in the emails sent in those languages.
    To preview what you’ve done, click the Preview button. From there you may also be able to select certain settings before you preview. And you can also send yourself a test email from the Preview pane to test these changes, too.
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    News: Sometimes you may find that the news streams you have configured are not showing new items the way they should. The first thing to try is to come to this page and “rebuild” the stream by selecting the one that is problematic. If this doesn’t work, open a Jive support case.
    Projects: On this page you can enable or disable the project container. This is a community-wide setting. If you disable projects after users have already created projects, they will no longer be accessible (they will not be deleted - if you enable them again, they will re-appear).
    Search: there are two main search indexing functions on this page: content search and people search.

    • Content search: content is re-indexed automatically but sometimes you may find that you need to do a forced re-index. You can rebuild the search and recommender indexes manually. We don’t recommend doing this during times when a lot of users are on the site as it can slow things down.
      • Synonyms: you can add pairs of words so that when a user types one in, they will get search results for the other word as well.
        • Create one pair at a time by adding the two words separated by a comma or space
        • Click Add Synonyms
        • Note: you can only use single words for this - no phrases
      • Promoted results: this is where admins can configure the promoted search items that we reviewed in a previous session. As a reminder: when the keywords are typed into the search field, the content that is associated with the keywords will be “pinned” to the top of the results. To configure:
        • Add the keywords you want to associate with the piece of content into the Keywords field. This can be the same as the tags you used or it could be different words. Multiple words can be added using commas. Multi-word phrases can also be used.
        • Add the full URL for the content into the Content Link field
        • Click Add
        • You can add as many entries per keyword as you wish, but only the top 2 in priority will be displayed in the search results.
    • User search: user profile data is also re-indexed automatically but if you have recently added a lot of new users - or new profile data to your existing user profiles, you may want to force a user index rebuild. Again, don’t do this during busy times as it will slow the community down.
      • Synonyms: the most common use for this with user profiles is to pair a name with a nickname. For example, “Rebecca,Becky”


    Structured Outcomes: On this page you can enable or disable the structured outcomes altogether or individually disable the ones you don’t want to use.
    Normally the content owner, place owners and admins - only - can mark the Official and Final outcomes. You can limit the marking ability further to only certain users, but note that if you choose to do this, anyone who is not part of this group will not be able to resolve any actions assigned to them! When you enable this feature on this page, you must then go to Permissions > Other Content Permissions and add this permission to anyone who should have it (using either a user permission group or user override). Full access admins will have this access regardless of whether they are explicitly added. Note: the checkbox to enable this in Other Content Permissions is not displayed unless you select Yes on this page and Save at the bottom.
    As a reminder: the Official and Final outcomes are useful for bringing content higher in the search results. Marking content Outdated moves it lower.
    The Most Liked and Helpful sections allow you to control when the badges appear on content, comments and replies. We recommend leaving them in their defaults unless you don’t find them useful. If so, you can set the threshold numbers so high that the badges will never be awarded.
    Third-Party Analytics: If you would like to use Google Analytics or Marketo to give you more usage data than is supplied by Jive’s ootb Community Analytics, you can add the account code on this page. This will put their tracking code in the footer of every page of the community. At this time, only Google and Marketo codes can be added.
    Your View: As described in the Jive Basics 2 session, Your View is a page users can configure themselves. If you do not want this page to be enabled, you can disable it community-wide here.
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    Spaces > ManagementDocument Management: Important: Jive documents are the only content type where a deletion on the front end does not delete the document from the Jive database. All other content types are hard-deleted from the front-end. So if someone deletes a Jive document by mistake, you can restore it from this list. The documents are grouped by space - to find documents in other spaces, click the Change Space link and select the space. Personal documents and documents published in groups will be found at the root level.

    • Click the green arrow icon to undelete any deleted document
    • Click the pencil icon next to any published document to edit it
    • Click the Delete icon to hard delete the document (if you want to make sure that it is completely removed from the database)


    Spaces > SettingsSpace Settings: This is one of two places where the root space name can be changed. You can view the space settings for any space by clicking the Change Space link and selecting the space you want.
    Filters and Macros: This is a very dense list of filters and macros. It takes a very deep understanding of the back-end of Jive to work with these filters. However, there is one filter that can be useful: the profanity filter.

    1. Scroll down the page to the Post Processing Filters section
    2. Click on the Settings link to the right of the Off setting in the Profanity row
    3. On this page, you can add lists of words to match against. When Jive finds a match on one of the words, it will change the word to ***.
    4. You can create a different list for each space but if you add the list at the root level, it will work on all content in the community.
    5. Use a comma-delimited list and then Save Properties
    6. Be sure to toggle to On after you save the list and are back on the main Filters and Macros page.
    7. Then click Save Settings at the bottom of the page


    Interceptors: these are configurations for, basically, intercepting actions in Jive. Most of them are rarely used.

    1. Choose the interceptor in the left picker and install it.
    2. Click the pencil icon in the list above to configure it.


    To have the interceptors work for the entire community (including groups and personal content), a slightly different procedure must be used than in other areas of Jive. You will need to install them at the global level. To do this, you must change the URL. For example:
    URL for root space:https://jive-customer-success-hub.jiveon.com/admin/interceptors.jsp?communityID=1&community=1
    To establish global governors, change the communityID number to -1 and delete the rest:https://jive-customer-success-hub.jiveon.com/admin/interceptors.jsp?communityID=-1
    The page title will change to Global Interceptors. However, you can also configure them differently in every space, if you wish, by changing the space using the Change Space link.

    • Message Governor: this interceptor controls the number of seconds a user must wait between messages to post content. This is not really relevant in closed communities and in fact, if you enable this feature, users will not be able to successfully use the bulk upload functions!
    • Keyword: this is the interceptor that is used most frequently. There are several different ways that it can be configured, but basically it allows you to add a comma-delimited list of words or terms for Jive to match against. As a full access admin, you can configure all of these options. With manage community access, you may find a reduced set of options available on this page.
      • When stemming is enabled, you don’t have to put every variation of a word for it to be caught in the filtering.
      • Blocked content query string: content containing words or phrases in this list cannot be published. You can add a specific message to the user when this happens in the Blocked Content Error Message field. Users will see this message displayed if they use one of the words or terms in the list.
      • Moderation query string: the content will be published but go into moderation. Users will see the same moderation message that they would see using the moderation process that was covered in Managing Places 2.
      • Email query string: this option allows the content to be published but an email is sent to the emails specified in the email notification list field below to alert them to the term or word being used in content.
      • In fact you can add a different set of words to each one of these fields to have different types of actions happen.
      • Be sure to save properties when you are finished.
    • Moderation Controller: If there are certain individuals or groups of users who should always (or never) have their content moderated, this is where you can specify them. To have all their content moderated, including personal content and content in groups, you must add this interceptor at the global interceptor level.
      • For groups of users, type in the user permission group
      • For individuals, type in the user name
    • IP Address: similar to the keyword interceptor, you can block, moderate, or receive an email when content is posted from a certain IP address.
    • Ban User: adding usernames will ban these users from using the community.
    • Content Body Size: keeps content under a certain size - and you can specify different limits for different content types.


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    People > ManagementUser Search: this page lists all users with accounts in the community - whether they have ever logged in or not. It also includes deactivated users. You can search on username, email, name and deactivation status. You can also filter by standard user or external contributor. There are limitations: for example, you cannot get only deactivated users.
    Each column head - except for Federated, Bridged and External Contributor - can be used to sort by that column. Click on the one you want to sort by. Note: it will sort A-Z or newest-oldest only. The column that is being used to sort changes to italic. To reset it, click another column or refresh the page.
    Within each user’s row, you have the possibility of manually deactivating them. When you deactivate a user, they no longer appear in search results on the front-end but their content remains in the community.
    You can also manually edit their profile. IMPORTANT: if the user shows Yes under the Federated column, do not manually edit their profile fields unless you know which fields are being brought in from another system. Federated means that this user has profile data that is not native to Jive. Anything you change in Jive in a federated field will be overwritten the next time a user synch is done, including a password change.
    You can also delete users here, but we don’t recommend this practice as it deletes all the content they have ever created when you do this - and it is not restorable. If a user leaves the company, it is better to deactivate them so that you keep their content in the community. You have an opportunity to see how much content a user has created before you make your final decision
    Let’s take this opportunity to really understand standard users and external contributors. Standard users are normally your employees or users who have email addresses from a common set of email domains. These email domains can be white-listed (or others black-listed) in the Registration page which we will cover later.

    • They are part of the All Registered Users user permission group and have access to all areas of the community unless permissioned otherwise.
    • They can see all other user profiles and information, unless there is profile data that has been marked differently according to the user’s privacy settings.
    • Unless personal content has been disabled, they can create personal content.

    External contributors have a special set of permissions. Normally this status is reserved for partners, vendors, contractors or other users who should not have full access to the community.

    • They are not part of All Registered Users
    • They do not have access to any spaces
    • They can only see groups and group content that have been configured as externally accessible and in which they are members
    • They can only see user profiles for the other users who are members of the groups they are members of
    • They may only see certain profile information of those users based on the profile privacy settings
    • They can only create content in the groups they are members of - no personal content is allowed.
    • The home page for an external contributor is the Following stream.
    • They are identified as external contributors on the front end with orange wording
    • External contributors can be manually created on the Create User page, or you can configure the community to allow them to create their own account when they are invited to join an externally accessible group.
      • If an admin does the inviting, they new user can create their account immediately.
      • If another member invites an external user, the invitation must be approved by a group admin before the invitation is sent.
    • You can change an external contributor into a standard user, but you cannot change a standard user to an external contributor.


    Create user: users can be created manually on this page. If your community is already synching with LDAP or uses a nightly user upload, do not create users in Jive who will be part of this synch process.
    If you are using Jive as your user system of record, simply fill out the fields in the form. You can assign them a temporary password and then tick the Send Welcome Email box if you want them to receive an automated email from Jive (this message can be changed in the Message Templates covered earlier). Then click Create User. This process automatically assigns them to the All Registered Users user permission group.
    User Group Summary: In Managing Jive Places we learned how to create user permission groups from the basic admin console. However, there is one additional item that can be configured from the advanced console:

    • Role badges: when a role badge image is added to a permission group, everyone who is a member of the permission group will have the image displayed next to their name wherever it appears. This is great for identifying community admins, advocates or gurus so that they are immediately recognisable as someone who has a special skill.
      • Images should be 16X16px.
      • You will need to select a role from the dropdown.


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    People > SettingsCookie Consent Banner Settings: this is where you can enable the cookie consent banner if you wish. You must put a URL in the Privacy Policy URL in order to be able to save the settings.
    Org Chart Settings: While you could create manager/report relationships manually in the Management section, this is where you configure some of the manual settings for creating those relationships.

    • Is org chart enabled? if you don’t want to use the org chart at all, you can disable it here. It will remove references to the org chart from all over the community, including the org chart box on the user profile
    • Is manager choice allowed? When this is selected, it means that anyone can configure their manager from the org chart page on the front-end.
    • Is direct report choice allowed? When this is selected, it means that anyone can configure their direct reports on the front end.
    • Is neither allowed? When this is selected, it is assumed that the org chart is being managed from LDAP or other external process. This is the recommended solution if you are able to bring in manager data from your system of record. Configuring this option will not be covered in this session.
    • Is approval process enabled? When this is selected, the relationships created on the front-end must be approved before they will be saved
    • Notified users: enter the email addresses of any users who should be notified when a relationship is created.


    Registration Settings: Most of the options on this page are not used when SSO or an LDAP user synch is in place.  First we’ll cover the settings that can be used even when an external authorisation method is in place - they are related to account creation for external users only.

    • External user settings:
      • “Allow new external contributors to create their own account when invited by email to an externally accessible group”: when ticked, this means that external user accounts can be created by the user when they are invited to join an externally accessible group. If you want to create the external contributors manually, this can be done from Create User covered earlier.
      • For this to be allowed, at least one domain needs to be entered into the Community Domain List below. Any invitee whose email domain doesn’t match those that are entered in the list will be considered an external contributor.
    • Other registration settings:
      • Allow users to create their own accounts: this adds an additional field on the login page where users can enter their email address and then create their own account.
        • Do NOT enable this if you are using SSO or an LDAP synch.
        • If you want to enable this, it is wise to add domains that are allowed to the Community Domain List (tick the Enforce Community Domain list box as well and enter the domains) so that you don’t end up with people who are not part of your organisation with accounts.
        • Require Email address validation and Use Enhanced Registration flow are additional security functions
      • Invitations > Allow users to invite people by email address: If you choose to allow this, make sure you have entered the allowed domains into the whitelist above.
      • Security
        • Registration moderation: If you are going to allow users to create their own accounts, it is a good idea to enable this, too. Although if you expect a lot of employees to create accounts, this could cause a bottleneck.
        • Blacklisted Domains: not needed for closed communities where users cannot create their own accounts. As long as you have your organisation domains entered in the whitelist, you don’t need anything entered here.
        • Password strength check: this can be set when native Jive authentication is used even when account creation is controlled by an admin to ensure a certain level of password strength.
        • Human Input Validation: adds a captcha to the first login procedure
      • New Account Settings
        • Welcome Email and Username Blacklist: are disabled when self-registration is disabled.
        • Fields displayed at registration: the fields in this list are any that are marked required in Global Profile Settings. When the user account is created on first login (either using native Jive authentication or when SSO is used to create the user accounts), a popup will be displayed and users will be promoted to fill out all the required fields before they can proceed. Additional optional fields can be added into this area.However, users whose accounts are created for them before their first login will not see this popup.


    Terms & Conditions: if you want users to accept your usage policies and guidelines before they can enter the community, this is where to configure the T&C page. When enabled, users cannot enter the community until they have ticked the box to accept.

    • First, tick the enable radio button.
    • If you want users to have to re-accept the T&Cs whenever you change them, change this option to yes
    • Next, you have the option of adding the text directly into the rich-text-editor below or adding a URL if the T&Cs already exist on another platform (and are updated there).
    • Then Save


    Note: there is no way for a user to access the T&C page once they have accepted and moved into the community. If you want users to be able to review them at any time, you can create a Jive document with the same text.
    User Status Update Settings: this page allows you to enable or disable status updates and control where status updates can be created. The defaults are to allow them to be created in all public areas (e.g., the All Activity stream) and in groups and projects. Enable reposting allows users to share status updates similar to “retweeting”. As mentioned in the Jive Basics session, status updates are very easy for users to understand but do not count as a “real” Jive content type so can be difficult to find later. For this reason, we recommend that you do not allow them in groups or projects - users can create discussions instead.
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    PermissionsSystem Administration: community-wide permissions are set on this page.
    There is a default System Administrator group set to Manage Community which can only be managed from the basic admin console. If you want to use this group, the easiest way to add users to this group is to log out of the advanced admin console and log back in. Then the basic console will be displayed. From there, click on Permissions in the navigation and then click the cog to the right of the group name. From here you can manage the members of the group.
    Back to the System Administration page in the advanced console: you can add additional user permission groups or user overrides using the same techniques we used in the Managing Jive Places sessions. Here is a description of the system admin permissions:

    • Full Access gives the highest level of access allowed to customers. With this access you can manage any place landing page, create, edit and delete content in all places, delete comments and replies, see everything in private and unlisted groups, manage the home page and theme, and edit any user profile. See below for our recommendation on giving this access to users.
    • Manage Community has slightly less ability to create, edit and delete content in places. There are some settings in the admin console that are not visible to users with this access. Private and unlisted group content is not available.
    • Manage System gives access to everything Full Access has in the admin console, but respects the front-end access permissions. This is best given to users who are in charge of the more technical aspects of maintaining the community
    • Moderate Content gives the ability to manage all content in the community (except for content in private and unlisted groups). When something is reported abusive in a place with no moderator (or a group), this user will have the items in their moderation queue. It is a good idea to combine this permission with Manage Community as it puts users with this access in the flow for moderating abusive content (when enabled).
    • Manage Users allows admin console access to the User Search page to manage users.
    • Manage Groups allows admin console access to the user permission groups - creating and managing groups
    • Manage News Streams is great for allowing corporate communications or others who should be allowed to create and manage the push news streams on the home page but who shouldn’t have any other admin privileges
    • Manage Support Center: if you are using the Support Center (covered in the Advanced Admin Console session), this permission allows a user to be able to manage the configuration of the page without giving them any other admin access.


    Expert tip: we recommend that you don’t give yourself Full Access admin permissions to manage the community. If you remember our previous sessions, this allows you to see any unlisted groups and their content. The risk is that you will unwittingly participate in the activities in an unlisted group that you aren’t supposed to know about and users will lose trust in the security of the platform. What we do recommend is that you create a “god” account which is not federated Give it Full Access. And then downgrade your permissions to Manage Community. Only log in using the god account if you really need to access some of the admin console items that are not available to users with the Manage Community permission.
    You will see that there are some accounts who are giving Full Access rights on the system administration page. These are integration accounts. There is no harm in leaving them here, and if you remove them, any integrations you may want to use now or in the future will not work.
    IMPORTANT: Do not remove the JIve Administrator and JCX Administrator accounts from this page and don’t change their passwords. These accounts are used by Jive Support and are difficult to restore properly once they have been tampered with.
    Blog Permissions: this page covers permissions for personal blogs. If you want to control who can create blogs in their personal container, this is the page where you can update the permissions. The default is that All Registered Users can create, comment and view personal blogs. Use the usual techniques to assign permissions that are different than this.
    Other Content Permissions: You can control some personal content settings for different sets of users with user permission groups or user overrides on this page.

    • The most important ones for the majority of users are the ones allowing users to insert images in content and comments and to allow them to create attachments on content.
    • DM/Sharing override is only relevant if you are forcing users to have a connection (in the Direct Messages and Sharing page above).
    • Customise Site allows the user to access the Themes console to update or change the community theme
    • Manage Carousel Slideshow is deprecated.
    • Manage Structured Outcomes is only visible if you have selected the option to restrict who can mark on the Structured Outcomes page (covered earlier)
    • Save Javascript allows the user to add JS to html tiles. Without this permission, only Full Access admins are able to add JS to the tiles.


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    Mobile: this page has a few settings for controlling Jive Daily. The settings shown are the defaults.

    • To disable the ability to use Jive Daily, untick the “allow access” checkbox. Although, you can also just uninstall Jive Daily from the add-ons menu (covered in another session).
    • Prompt web users on compatible mobile devices to launch the native Jive Mobile app: the default is that when a user access their Jive community on a mobile browser (from an email, for example), they are prompted to open the page in Jive Daily. If you do not want them to be redirected to Jive Daily, untick this box.
    • Standard push notifications allow users to select the way they want to be notified via Jive Daily.
    • Custom push notifications require additional expertise to configure - this is not included in this session.


    VideoVideo Preferences: change settings community-wide for videos.

    • Allow webcam: allows a computer webcam to be used to create videos directly into Jive
    • Auto-Play: all videos in the standalone video content type will automatically start playing when a user visits the page they are on
    • Auto-Play embedded: all videos that are embedded in other content types will automatically start playing when a user visits the page they are on
    • Allow video download: allows all videos that have been uploaded in the standalone video content type to be downloaded.