The majority of the discussion centered around the SAS benchmarks presented.
Topic Solutions
SAS had an initiative to increase topics marked as solutions. They determine the top 100 popular topics in the last 30 days and make an effort to clean these topics and mark as a solution. It was noted that Jive had a feature to mark a topic as "not a question".
How is "popular" defined?
Any other improvements detected as a result of having more topics marked as a solution?
Registration
Discussed the process of creating an account for the community:
- Create SAS profile
- Verify email
- Choose username
To improve the process, it was suggested that the username be pre-filled then allow the user to change in settings later.
SAS has a report that shows how many members joined and the time of first posting.
SAS does not use the bulk data to determine number of registrations. They use a combination of data from the v1 and v2 APIs (since the v2 API does not yet contain all the needed information). As a result, SAS did not encounter the issue where registrations are recorded twice in the bulk data.
SAS has an email campaign for incomplete registrations and for those that registered but have not yet posted. They are looking into a "newsletter" campaign.There was discussion around having a weekly/daily digest that could be sent to members. Each of these is an attempt to drive traffice back to the community.
Analytics
Requested analytics regarding emails and private messages, i.e. how many, what types of emails, etc.
Are value analytics survey questions/responses translated?
Use data to create "meet ups"
Other
Review Groups within the community and determine strategy for moving to upcoming Group changes
Review "call to action" on pages. What do we want a user to do when landing on a page?
Think about personalizing the experience (based on rank, view topics, badges, etc.)
Ideas/notes inspired by the meeting:
- We need a more formalized program to review the moste view topics with solutions and ensure it's the best answer.
- We should give champions at companies the vision that they can create a professional reputation by participation in the Community: answering questions, blogging, etc. This could be positioned as a personal win for the champion.
- We need to find ways to drive membership and engagement.
- Engage with Tech Support more. We should have invited Duane to the meeting.
- A Community Newsletter? Monthly? How do we handle "I don't want email from the Community."?
- Should we/can we send superusers/regular visitors a note encouraging them to welcome new members (welcome wth private message?).
- Is our "your response was accepted as a solution" notification customized? Is there anything we can say that will make them feel even better?
- Ask @ChrisHemedinger how he deals with the the "no email from the community" option in his nuturing campaigns (i.e., come back, ask a question, finish registration, etc.).
- We should look at traffic by geography for new users groups, meet ups, etc. For some geographies we could send email to join one of the Regional JMP Users Groups.
- We should have an ad for "want to create a users group in your area?" or at least put that on the Regional JMP Users Groups home page.
- Should we make Thierry_S a superuser?
- We should turn off the Value Analytics survey in the Employee Spaces. I've done this.
- Ask @ChrisHemedinger for more details about the Customer Advocacy program.
- Email campaign for "Earn [this badge] by attending Discovery/presenting at Discovery, etc"?
- We should compute revenue by company, by community membership to incentivize sales teams to encourage participation/membership in the community.
@john_mosier, @landra_c, @IanAtJMP, @julian, @alexacolasurdo, @arati_mejdal, @stan_koprowski please add any notes, thoughts or ideas you have from last Friday to help with the discussion tomorrow. Thanks!
Recap Meeting Notes
Date: June 4, 2019
Attendees: @julian , @Jeff_Perkinson , @stan_koprowski , @arati_mejdal , @landra_c
Meeting Review
- Would like to see how Khoros followed through on action items
- Appreciated the comparison to other companies
- We have better insight into our data
- More suggestions on ways to improve for those areas where we were lower in comparison to others
- Enjoyed discussion with SAS Community team
- Would like more metrics around Khoros support, e.g. response rate for tickets
- More information on roadmap specifics, e.g. blog. (Recording of roadmap webinar in May 2019)
Discussion/Ideas
- "Set It and Forget It" email campaigns. SAS community has automated email campaigns to assist with registrations. Do not involve the team's time to maintain.
- We should increase our "call to action" email campaigns.
- To drive anonymous users back to the community, use Google Ads. Similar to how you visit a store for pants and all ads you see are now for more pants or additional clothing items.
- Kudos given for two reasons: "thanks for participating" and/or "this is really good information". Kudos not often given to the original post for a topic.
- Agreement on having a community newletter. Weekly digest preferred. Items to include: heroes, new members, member spotlight, top 5 posts. Use community users from Salesforce. Include "It's been x number of days since you visited the community"? Discussion around opting out - use community option or marketing mail. Implement during Summer 2019.
- Use Discovery to drive engagement/member growth.
- Complete x number of activities and receive a prize
- Get x number of colleagues to join
- Email campaign
- How can we link community to sales? Can we show that company Y is more likely to increase purchases based on community membership? Is there a correlation between member engagement and sales?
Date: May 31, 2019
Attendees: @Ryan_Gilmore , @Jeff_Perkinson, @IanAtJMP , @landra_c , @julian , @Anonymous, @alexabaltazar , @stan_koprowski , @arati_mejdal
Agenda:
- Introductions
- SAS/JMP Goals
- Khoros Update
- Metrics & Benchmarking
- Recommendations
- Next Steps
- Monetization (time permitting)
See replies below for individual meeting notes and discussions about the meeting.
