We're excited to announce that Senior Community Manager extraordinaire Dori Gray has recently joined the Social Edge team! In honor of Community Manager Advancement Day, she’s sharing her tips on how to avoid the “community manager trap” and the key to being successful, even while juggling many roles and wearing many hats.
At the start of a new year, people tend to create resolutions for themselves, generally focused on things they want to do more, or less, of going forward. From new exercise regimens to kicking bad habits, these resolutions are typically focused on accomplishing new goals and overall self-improvement, providing a clean state to kick start their year. But why stop there?
External communities are a curious thing. Why does a user repeatedly return to a community that they aren't being paid to or required to participate in? If it's not an obligation, why do they choose to invest their own personal time in the community? What motivates them to be there?
Community governance consists of a set of policies established by enterprise community managers and system administrators that are continuously monitored and enforced by the policy owners and members of the community. Simply stated, governance policies are developed in order to define and clarify what members can and cannot do within the online community.
Engagement is key to a community's success - both internal or external. Some common external community goals include awareness, information sharing, trust, loyalty, feedback, happy customers, and informed internal stakeholders, to name a few. All of these goals are achieved through different levels of engagement. So how does one engage members?
As community managers (CMs), we wear several hats in our Jive communities. Whether it's training new members, driving engagement, implementing governance standards, or gathering metrics to measure success - CMs have a lot on their plates. As one of the many Jive community managers here at Social Edge, I feel that building a strong advocacy program goes a long way to creating and growing an active, thriving community. What are advocates? Glad you asked!
In the 2015.2 release, both internal and external cloud customers will be able to utilize a Support Center feature to gather all your help and support information in one place. Unlike a spotlight search that searches the entire community, you can select which places and will be filtered into this feature. So, instead of your community members guessing the information they might need to find an answer to their question, you can select and prioritize their results, which will lead to greater success in quickly getting them the support they need.
While numerous new features were announced in Jive's 2015.2 release, we dug deeper into a few of the enhancements behind the curtain, focusing on the new reports added to the Jive CMGR's best friend - the Community Manager Reports (CMR). The recent updates to the CMR have allowed community managers to dig deeper into the data to see not only how the community is being adopted and used, but how engaged the members are.
During the launch of a community, every aspect of making the community successful is considered, from system settings to design. A major aspect of launch is also training everyone involved, from system administrators to community members. While plans are laid out to provide education during launch, one aspect of management of the community that is often overlooked is designing an ongoing education program.
No one wants to work with a zombie. But it seems that zombies are prevalent in the corridors of many companies around the world. Well, not actual zombies, but employees who are disengaged and dispassionate about the missions of their companies. And the results for can be devastating. In our current knowledge economy, ignoring employee engagement is extremely costly.
With many organizations using their intranets as a lifeline for sharing knowledge, there is a push to ensure that it meets current and future needs. Many Jive customers are either upgrading their current community, or implementing Jive for the first time to further support their internal communication efforts. Recently I worked with a client on a project to pull off a full intranet replacement with Jive.
At Social Edge when we kick off a new implementation project, the first question we often ask our clients is "What are the use cases?" For some, this is a great starting point. For others, this can be as clear as mud. So, we've asked two members of our team to describe use cases, and explain why they are so important to a successful community launch.
Earlier this month, Jive rolled out a variety of new features and functionality now available in internal, Jive-n, and external, Jive-x, communities. Community managers and system administrators can manually update their cloud instances to include these new features directly from the admin console with one click: System > Settings > News and select Enable.
If you're like us, you get excited when Jive announces its Cloud upgrades. Sometimes they're technical enhancements that community members don't notice (but we do!), and are game changers. Sometimes, it's a game changer for us and for end users; and that's how we feel about the News feature. When Jive announced the News feature, which included an auto-follow option, we knew that would make a lot of our customers (and us, too!) very happy. So after testing this out in our own Jive Community (known as Edgeville, in case you were wondering) we spoke with clients and came up with a few best practice/use case scenarios to help get you started.
Planning for the launch of a community can be overwhelming, to say the least. There are many moving parts from technology to design to strategy and community management. All are important in their own right, because each contribute to a successful launch. It's easy to look at the big picture and feel like you're being asked to climb Mt. Everest (and if you have, kudos to you...this should be much easier ). In over a decade of community management, I've learned a few tips that will make the climb seem more like Mt. Hood. It's still intimidating, but much more do-able.
An externally facing Jive Community is a huge opportunity for a company to interact in a more meaningful way with its customers and partners. As you share knowledge and ideas in a public forum, you will be deepening the relationships you already have, and building new ones. Unfortunately, your community at some point may get some unwanted attention from unfriendly bots. Fortunately, Jive is on top of that and has a strong spam prevention service built into the product to protect your community.
Andrew Kratz recently sat down with Kate Weaver, a community veteran and former Director of Extranet Communities at Health Catalyst. The purpose of their conversation was to discuss her experience migrating from one community platform to another. Kate’s story and insights will prove helpful to other community owners considering a similar path.
Daniel Mudgett is an online community and systems expert who has led the implementation of multiple social collaboration and learning platforms. In this interview, Daniel talks about his experience implementing and managing a successful collaborative social intranet.
Are you looking for best practices on how to curate content and create meaningful places that enable community members to find what they need in a more efficient way? Join us on Wednesday, June 19th at 11 AM Eastern for our first Social Edge Customer Panel to get insights on these topics and more!
On June 19th Social Edge hosted our first Customer Panel: Building Better Use Cases, featuring panelists Dina Vekaria and Dori Gray, Community Managers at Pearson and Medidata. They shared their use case best practices and presented live demos of their internal communities, Pearson Neo and Medidata Express. Check out the recap to learn more!
Migrating from one platform to another can seem daunting, but if you go into it with a clear strategy and organized content, it doesn't have to be. I interviewed Robert Hanson, Social Edge's collaboration technology architect and migration wiz, to answer some of the most frequently asked questions about migrating from one platform to another.
Are you considering migrating from one platform to another, but unsure where to start? The concept of moving all of your content and users from one environment to another can seem daunting, but our experts work with you to simplify the process and ensure everything runs smoothly. The most important thing to do to get started? Audit your content.
What are the most common scenarios or use cases for an external-facing community? At Social Edge, we often work with external communities that are focused on customer support. While the nuances may vary from community to community, here’s what popular communities focus on.
Considering a platform migration but unsure where to start? Moving all of your content and users to a new platform can seem daunting, but doesn't have to be. In this e-book, you'll learn the key reasons to consider a migration, a breakdown of the migration process, and project preparation, including insights on timing, budgeting and overall costs.
Community Managers are the heart of any online community. As CMGRs, we love our jobs and are used to wearing many hats - from fostering engagement to facilitating member training sessions. In keeping with the theme of #CMAD2020, self-care, we wanted to share a few ideas from our team on how you can set your self up for success and prevent burn out.
When Creative UX/UI designer Lakeishia Grant started her role at Social Edge, she knew things would need to be very different if she wanted to be successful, especially while working remotely. Here are tips she recommends for other deaf/heard-of-hearing designers - and their coworkers - to improve how to work together.