ocrn june member webinar

OCRN Member Webinar June 25, 2009 0

June 25th Roundtable Webcast


Agenda

•  Introductions •  OCRN Updates •  Research Highlights

–  Online Community Platform & Services Satisfaction

–  Social Media Ecosystems


•  A big thanks to our sponsors:

Sponsors


INTRODUCTIONS


•  Your Name (Iʼll call on you) •  Your Organization •  Your Title •  Your most challenging issue related to your community platform?

Roundtable Introductions


OCRN UPDATES


•  Next Research Study –  Online Community Metrics and Reporting – survey launches 6/30

•  OCRN v2.0 –  Currently open beta for new platform –  New programs, including:

•  Weekly discussion topic •  On demand roundtables •  Ideas: collaborative whitepapers, member interviews

OCRN Updates


•  OCRN v2.0 –  Improved Discussions –  Full member profiles

•  Groups •  Objectives •  Key connections

–  Group blog –  Files –  Photo galleries

•  Get the most out of the beta: –  Fill out your profile (w/ pic!) –  Participate in the weekly

discussions –  Give us feedback!

OCRN V 2.0 (Beta)


Research Highlights: Platform and Services Satisfaction


Platform and Services Satisfaction

•  Research was conducted Jan – March 2009 •  200+ Survey Respondents •  Purpose of study was to look at the drivers of satisfaction for online

community platforms and service providers, as well as the current state of satisfaction with leading platforms



Highlights •  Budgets for online community platforms & services •  Key factors in selecting a community platform •  Satisfaction scores for leading platforms •  Issues affecting satisfaction with custom (in house) platforms •  Which platforms are customers migrating from •  What services community teams contract •  Feature wish lists


Satisfaction: Industry

Industries of Respondents


Satisfaction: Community Lifespan

How long has your online community existed?


Satisfaction: Budgets

What is your organization's annual online community budget ?


Satisfaction: Most Important Attributes

Which of the following community platform vendor and system attributes are the most important?


Satisfaction: Platform Overview

Overview

•  Drupal (17 Respondents) •  iCohere (7 Respondents) •  Jive Clearspace (8 Respondents) •  Jive Forums (11 Respondents) •  Joomla (6 Respondents •  Leverage Software (5 Respondents) •  Lithium (6 Respondents) •  Ning (5 Respondents) •  Telligent (10 Respondents) •  Web Crossing (6 Respondents) •  Custom (57 Respondents) •  Others


Platform: Drupal

Drupal

•  Scored high in the Ability to Customize

•  Scored low in Metrics & Technical Operations

•  1 of 16 respondents looking for new platform

•  “The code is brittle. It is missing e-mail listserv integration which is really important in the nonprofit sector.”

•  “I like that we can leverage in-house skills to enhance work performed by vendors. We're not held hostage after the community goes live.”

Overall Quality / Reliability


Platform: iCohere

iCohere

•  Scored high in Post Purchase Support

•  Scored lower in Metrics & Ability to Customize

•  1 out of the 7 respondents looking for a new platform

•  “The user interface is a bit dated, with clunky navigation that turns off more younger members used to more sophisticated sites; hoping they will be updating.”



Platform: Jive Clearspace

Jive Clearspace

•  Scored high in Delivery & Post-purchase Support

•  Scored low in Metrics & Reporting


•  “…I hear constant complaints.” •  “We have done a bunch of custom

development to integrate it with the rest of our collaboration tools. We would prefer the platform's pieces to be more loosely coupled and easier to extend and customize.”



Platform: Jive Forums

Jive Forums

•  Scored high in Scalability & Ability to Customize


•  5 out of the 11 respondents looking for a new platform*

•  “Jive had promised to do the segmentation but did not deliver.”

•  “We get few complaints about the platform from external users.”

•  “We haven't kept up with upgrade curve, so we're using software that is no longer supported by the company, and our users are noticing the lack of robust feature-set “



Platform: Joomla

Joomla

•  Scored well in Ability to Customize



•  “Joomla serves well but we will be moving people towards Ning for ease of use and customization.”

•  “Joomla is poor, Lithium is giving it a good effort.”

•  “Open source platform, no vendor involved. Self managed.”




Leverage

•  Scored high in the Technical Operations & Deadline

•  Scored low in User Experience & Ability to Customize


•  “Metrics and reporting received a poor rating because it doesn't really come with any. I had to pay for them to send me weekly metrics that were meaningful”

•  “Inflexible, poorly-thought out; feels "rushed to market.””

•  “Platform lacks in customizability. Would have gone with a different platform if I'd been involved in the decision making process.”



Platform: Lithium

Lithium

•  Scored high in the Ability to Scale, Post-purchase Support and Deadline

•  One of 2 vendors not to get a Poor / Unacceptable mark


•  “We use a Joomla front-end with Lithium forums. Joomla is poor. Lithium is giving it a good effort.”



Platform: Ning

Ning

•  Scored high in the Ease of Community Management and Deadline

•  Scored lower in Metrics & Reporting


•  “Overall, our experience with Ning has been very good. The only downside, really, is the inherent unpredictability of how they're going to adjust their product, policies, and business model, and how we'll be forced to react.”



Platform: Telligent

Telligent

•  Scored high in the Ease of Community Management and Scalability

•  Scored lower in Community Members Like


•  “I've found Community Server to be the best combination of "out of the box features" + "ability to customize." Most platforms have one or the other...few have both.”

•  “We're expecting the majority of the issues to be addressed in CS8.”

•  “Very pleased with the upcoming feature roadmap... very progressive.”



Platform: Web Crossing

Web Crossing

•  Scored high in the Community Members Like & Deadline

•  Scored lower in Metrics & Post-purchase Support


•  “We expect to be migrating to a new platform within the next year.”

•  “The experience of users in Message Center is so addictive... once they get it they adore it.“



In House / Custom Platforms

In House / Custom

•  Scored high in the Community Members Like & Deadline

•  Scored lower in Metrics & Post-purchase Support


•  “A mistake buying bespoke - too expensive to change functionality and upgrade. Want an off-the-shelf platform that we can customize.”




Other Platforms

•  ATG - 1 “Better” •  Bazaarvoice – 2 “Fair” •  Blue State Digital – 1 “Fair” •  CollectiveX – 1 “Best” •  Hivelive – 1 “Better” •  Mzinga – 2 “Better” , 1 “Fair” •  PhBB – 1 “Better” •  Pluck – 1 “Better” •  vBulletin – 2 “Best”, 2 “Better” •  Wordpress – 1 “Best”, 1 “Better”, 2

“Fair”



Actively planning to move to a new platform


Contracted Services

Contracted Services


Wish List for Products & Features

•  Robust Metrics Dashboards –  ROI –  Reputation Management / Company Response –  Advanced: Engagement, Loyalty & Health –  Metrics & Reporting on / off domain

•  Robust Feature Sets –  Ideas app –  Social bookmarking –  Wikis –  MrM: Member Relationship Management

•  Integration With Other Systems –  CRM, CMS

•  Customization


Questions?


Research Highlights: Social Media Ecosystems


Social Media Ecosystems

•  Research was conducted May 2009 •  50+ Survey Respondents •  Purpose of study was to provide insight about how organizations

leverage external social media sites and activities to support their business goals.


Ecosystem


Ecosystem Activities

Facebook: Fan Pages, Groups & Apps

You Tube: Channels, Product & Customer Videos

Twitter: “Broadcast” Messaging, Conversation, Research

flickr: Projects, Screenshots, Photos, Videos

Linkedin: Professional Profile, Org Page, Groups, Q&A (Biz Dev)

Delicious: Sharing Content, Monitoring, Metadata, SMO


Community Ecosystem: Why Participate? From Question 11: What are your business goals for participating in your social media ecosystem?


Community Ecosystem: Prioritized Activity From Question 12: What type of activity do you participate in on ecosystem sites? Please rank: most important, not as important, least important.


Measuring Success


Q&A

ocrn june member webinar

Technology

beta ocrn v2

new platform new programs

services satisfaction

open source platform

community lifespanhow

drivers of satisfaction

metrics ability

current state of satisfaction