Thoughts for 2021

Question

Richard Millington from Feverbee gave a webinar discussing how to properly position your Community. What does your Community do that would pull customers from using one of the above? The size/volume matters when competing in the quadrants. The for to When I tend to think of community, I think of community.jmp.com as a whole. However, I've heard others speak of community on a category or board level. I'm not sure what viewpoint the webinar is using. The examples given could apply to both which would be an interesting concept (at least to me). Example positioning statements used: * where beginners can ask questions and get the friendliest answers * the quickest way for customers to get help with product problems * the most exclusive place for engineers to exchange ideas What do we want to the Community to excel at? What would a memorable/persuasive message of the JMP User Community be? What is the value to the user? Examples given: * Become an SAP expert and help build our new Community * More ways than ever to share your best SAP advice When messaging, provide a contrast. Examples: * Ask our experts > Don't ask strangers, ask our experts * Our community gives you quick answers > Our community gives you quicker answers than contacting support Vanilla - May 2021 - Positioning and Community Strategy.pdf

Ryan_Gilmore · Answer

For the remainder of 2021, we will focus on the following areas:

* JMP Analytic Workflow. The workflow is becoming prominent in positioning JMP. The Community should provide methods for finding information related to the components of the workflow to further their knowledge of JMP.
* Communications. We are currently revising the look and feel of our email notifications. The focus will be on continuing to revise the more prominent notifications (eventually changing all). This includes providing translations for each. The newsletter will also be getting a refresh to provide consistent look and feel for all Community messages.
* Mobile. Google has/will be implementing mobile first indexing for sites.
* Community Education. In order to get the most out of JMP, users need to be able to find information. Knowing how to use the Community is an important step in that process. We will create short videos (with accompanying text) to highlight key areas and how to perform common tasks to find the information users need. We then need to promote this content. Possibly through a custom "Did You Know" component.
* Content Management. We need to start making an effort of archiving out dated content, establishing processes for new content (at least that we manage), and developing a strategy for our managed content.

Ryan_Gilmore · Answer

Another brain dump (that will need to organized):

The point of this exercise is to determine a focus/tagline for the Community moving forward. The Share, Ask, Learn, Connect is part of that. I do like the idea of having a statement though as described by Richard M.

I've often said the Community is the online version of Customer Care. If that's the case, then we should use/adapt the Customer Care mission statement for the Community.

To nurture an active and engaged community of JMP users worldwide, ensuring that every JMP user has the necessary tools to get all the value from JMP that they can.

Until that statement exists, here are some items I think need to be done,

* Learn the Community. Named only to mirror Learn JMP. The idea is to populate the Getting Started section of the Community with How-to content so that users can get the most from the Community.
* Translation. With the new global functions available in July, we need to incorporate into the filter component and other custom components (which need to be determined).
* Enhance the filter component so that it can be used in boards. Need to review the header and other content. For example, the side bar content would not be available due to the current design.
* Modify the home page. More thought needs to be given to this but a few ideas:* Showcase super users
* Provide personalized content/layout based on ranking
* Highlight key areas of the Community

* Learn React and GraphQL. Khoros is moving to a new UI framework (Aurora) in the first half of 2022. The new framework will be based on Reach and GraphQL.
* Mobile
* Khoros Care. Review possibilities with Khoros Care. This is more of a "plan for the future" item. Initial thinking is that this might provide a mechanism for staff to focus on the content that matters most to them rather than having to wade through email notifications. It could be a means of expanding support to a broader audience.
* Revise email notifications. Our email communications are not consistent. This project is to review existing emails and develop a standard for how they should look.
* Deep dive into specific boards. We have a good base of Community graphs. This project would be focused on looking at specific boards to determine its health and what can be done for improving.
* Content archiving. We should review old content and begin transitioning it to newer information.
* Learn JMP. This section is growing but not sure there is much structure or process behind what content is being added.
* Content in general. Discussion/Wish List are organic. The rest is primarily controlled by us. It may be helpful to coordinate scheduling content throughout all our platforms.
* Events. How can we make use of this feature?
* Internal education. Attend group meetings to give demo. InsideJMP news articles. Marketing campaign.

Ryan_Gilmore · Answer

Khoros Care Demo given in April 2021. Use passcode: 9.Wb=?J7

Notes:

* Is Engagement Manager responsive (mobile friendly)
* Rules engine places content into queues/streams

The purpose of requesting the demo was to how the Community and Technical Support can be reimagined to work together to better support our growing customer base.