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How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
How to Maximize Community Engagement in Support and Fan Communities
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How to Maximize Community Engagement in Support and Fan Communities

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Attention marketers and community managers! Join us and our partner Appnovation Technologies for a webinar that’s all about communities. …

Attention marketers and community managers! Join us and our partner Appnovation Technologies for a webinar that’s all about communities.

In the support world, communities help brands to resolve product issues quickly by enabling peer-to-peer tribal knowledge sharing. If you can master this, you can lower support costs and gain invaluable consumer insights.

When building brand communities, you need to attract fans to your site, lower barriers to contribution, and enable them to communicate and build relationships with one another (and your brand!)…and keep them coming back for more with personalized content offers.

In this webinar, we’ll discuss community building best practices, and show you how communities built on Drupal Commons give you the freedom to build community experiences that match your unique needs. Appnovation Technologies will also share an exclusive case study about one of their most recent fan community projects for a leading media organization.

You don’t want to miss out! We’ll also review how communities can help you:
• Unlock the hidden potential of your users and site visitors by fostering collaboration and productivity with communities they’ll actually love
• Connect subject matter experts
• Deliver relevant content tailored to each user
• Leverage the wisdom of the crowd to solve problems

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  • 1. 1
  • 2. Presenters! DEREK PEPLAU – Director of Solutions Product Marketing, Acquia derek.peplau@acquia.com BRUCE QI – Principal, Professional Services, Appnovation Technologies bruce@appnovation.com 2
  • 3. ACQUIA + DRUPAL W H E R E G R E AT D I G I TA L E X P E R I E N C E S B E G I N Build on the open source platform" that moves at the speed of the web 3
  • 4. Drupal is the Largest 
 Open Source Community in the World" Open source, web phenomenon Market Presence 1,500,000+ sites Global Adoption 228 countries Extensive Capabilities 25,000+ modules Broad Community 1 million + members Active Development 29,000+ developers 2X the size of Linux developer community 4
  • 5. Drupal Becoming the Dominant Platform ! for Modern Digital Experiences! Open source Drupal: Content-rich, social experiences Global developer community Open, standards architecture Assembly rather than coding Optimized for mobile delivery •  •  •  •  •  5 Benefits to Enterprise •  Unparalleled innovation" •  Increased business agility" •  Faster time to market" •  Measurable ROI"
  • 6. Challenges of Social Business Software! •  Serve as a key component in the customer journey •  Deploy, adapt and improve at the pace of member demands and technology •  Connect users with the right content with minimal effort •  Unite with content and commerce as part of a unified digital experience 6
  • 7. Support Communities must…! •  Remove burdens from call centers and improve response times •  Build, and update a tribal knowledge base created by member interactions •  Drive search engine traffic back to the community •  Prevent frustrated customers from turning to social media to vent 7
  • 8. Brand Communities must…! •  Build a bridge between members and brand •  Maintain the feedback loop with customers •  Scale to support large volumes of authenticated users •  Preserve brand consistency •  Strengthen customer bonds with the brand •  Cultivate brand advocacy 8
  • 9. Define your rules and commit to them. 9
  • 10. Get Your Community Managers In the Mix 10
  • 11. Who are you looking to attract? 11
  • 12. Keep the feedback loop in motion. 12
  • 13. Make it easy for members to care & share. 13
  • 14. Know your Super Users. 14
  • 15. Drupal Commons ! Overview! 15
  • 16. Drupal Commons! An Acquia-assembled solution for rapid deployment of internal and external communities that: •  Builds completely customizable brand experiences •  Leverages the breadth & depth of the Drupal platform •  Features fully extensible, open architecture •  Integrates with your existing technologies •  Adapts to future needs at the speed of the web 16
  • 17. Acquia + Drupal
 Where Great Digital Communities Begin Agile Resilient Integrated Future-proof communities that can adapt at the speed of the web
  • 18. Personalized community experiences tailored to the individual! •  Users work the way that best suits them with personal & group dashboards •  Social bookmarking •  Curated content •  Subscriptions to content & discussions •  The content you care about, front and center 18 Agile
  • 19. Future-proof communities that can adapt at the speed of the web! •  Assemble new capabilities as your community’s needs and technologies change •  Innovate at the pace of the web, not your vendor’s roadmap •  Future-proof your communities to handle what comes in the next 6 months or the next 6 years Agile 19
  • 20. Acquia Analytics! Detailed Reporting for communities that ! ties data back to the individual! •  Anonymous and authenticated visitor tracking •  Complete user history •  Identify your community’s most valuable members •  Member segmentation •  Custom reports 20 Agile
  • 21. Acquia + Drupal
 Where Great Digital Communities Begin Agile Resilient Integrated Scale to the sky on the platform that supports communities hundreds of thousands strong
  • 22. Powering communities at scale! •  Proven world-class Drupal hosting in the Acquia Cloud •  Trusted by major brands to power some of the largest communities on the web •  Scales to handle hundreds of thousands of authenticated users •  99.95% uptime SLA ensures your community is consistently open for business Resilient 22
  • 23. Acquia + Drupal
 Where Great Digital Communities Begin Agile Resilient Integrated Assemble your community instead of coding it, eliminating expensive, slow customizations
  • 24. Open platform & open APIs let you integrate community across your entire enterprise! Analytics Marketing Automation Gamification CRM Doc Mgmt / ECM Video Social SSO Site Search Multivariate Testing 24 Recommendations Personalization Integrated
  • 25. Open platform & open APIs let you integrate community across your entire enterprise! Acquia Analytics Gamification CRM Video Site Search Acquia Target Personalization Integrated 25 ü  supports a wide variety of interaction channels
  • 26. The ultimate multichannel experience for your community! •  Similar to Twitter and Facebook, Drupal’s node architecture separates the content from presentation layer •  Reuse each piece of content across multiple platforms •  Responsive design adapts and optimizes UX smoothly for any desired form factor Integrated 26
  • 27. Drupal Commons! " Leverage the breadth & depth of Drupal platform " Deploy rapidly with an assembled solution " Integrate with your existing technologies " Innovate at the speed of the web " Build the community that’s right for you 27
  • 28. 1 Derek  Peplau  &  Bruce  Qi   Appnovation   Technologies   Who  we  are   V    
  • 29. Derek  Peplau  &  Bruce  Qi   V    
  • 30. SERVING  GLOBAL  ENTITIES  &  REACHING  THEM   AROUND  THE  WORLD   VANCOUVER  HEAD  OFFICE   152  West  Hastings  Street   Vancouver  BC,  V6B  1G8   Derek  Peplau  &  Bruce  Qi   MONTREAL  OFFICE   #309,  137  Rue  Saint-­‐Pierre   Montreal,  QC  H2Y  3T5   V     ATLANTA  OFFICE   LONDON  OFFICE   3414  Peachtree  Road,  #1600   3000  Hillswood  Drive   Atlanta  Georgia,  30326-­‐1164   Hillswood  Business  Park   Chertsey  KT16  0RS,  UK  
  • 31. OUR  PARTNERS   Appnovation is proud to be the only company in the world that is both an Acquia Enterprise Select Partner, and a Alfresco Platinum Partner We’re also a Founding Partner of Acquia’s Large Scale Drupal initiative We provide community support for the HTML5 based SproutCore framework Derek  Peplau  &  Bruce  Qi   V    
  • 32. OTHER  BRANDS  WE’VE  WORKED  WITH   Derek  Peplau  &  Bruce  Qi   V    
  • 33. OUR  SERVICES   •  •  •  •  Open Source architecture consulting Alfresco development Create design & responsive development Cross-platform development Derek  Peplau  &  Bruce  Qi   V     •  •  •  •  Drupal development Enterprise integration HTML5 development Mobile app development
  • 34. SOME  CORE  AREAS  OF  EXPERTISE   •  High-capacity open source architectures and system design •  Complex integrations encompassing Drupal, Alfresco, MuleSoft, and existing line-of-business systems Derek  Peplau  &  Bruce  Qi   •  Leading edge front and back-end development leveraging best-in-class open source technologies, and standards like HTML5, CSS3, and jQuery •  Responsive design and development to ensure a world-class user experience regardless of device V    
  • 35. 2 Derek  Peplau  &  Bruce  Qi   Migrating  a  Fan   Community   Seamless  delivery  –     Acquia  &  Appnovation   V    
  • 36. THE  CLIENT’S  BUSINESS  NEED   A large and vibrant fan community was originally built on the ONEsite platform Unplanned outages threatened business continuity and frustrated community members §  §  §  §  Stable Reliable Scalable Usable Regaining data ownership and control was a priority There was a large amount of valuable existing content to be migrated Derek  Peplau  &  Bruce  Qi   The client wanted a technology solution that was: V    
  • 37. CHOOSING  DRUPAL  COMMONS   Drupal is stable, flexible, and highly scalable and this addressed client’s concerns about their current platform Open source means data ownership and control are assured No more lock-in to a vendor’s feature development roadmap A great feature set and the responsiveness to market trends that comes with Drupal The combined experience of the Drupal developer community The expert knowledge of Acquia–Appnovation partnership to to deliver to the most complex requirements Derek  Peplau  &  Bruce  Qi   V    
  • 38. WHAT  WE  DELIVERED   Forums, blogs, and wikis for key client sub-brands Fully customizable groups functionality across sub-brands User-created groups, to enable any user to host their own groups to cater to specific interests and enhance user buy-in and sense of ownership Private messaging Personalization – view trending content and follow community members User-configurable privacy settings World-class experience and enhanced functionality for fans Improvements to the back-end user experience for staff and community moderators And more … all in only 15 weeks. Derek  Peplau  &  Bruce  Qi   V    
  • 39. 80%  CONFIGURATION  –  20%  CUSTOMIZATION   The client appreciated the flexibility Drupal Commons offers for customization to their specific needs Major custom element: forums within Organic Groups: •  Forums were originally architected to work on 1 site with a central forum that users post to •  Relate the forum taxonomy term to the group (ensure inheritance of permissions from ‘parents’) •  Set up and manage a complex set of relationships to enable any user to run a forum within their group and configure it to suit them Derek  Peplau  &  Bruce  Qi   V     Built custom moderation tools •  •  site admin can flag content, or block, suspend, and delete users users can flag content as inappropriate Custom theme to match client branding and sub-branding requirements Responsive site to client’s exacting design and content specifications
  • 40. HOW  WE  DELIVERED  IT   The project was run as agile unified process, following an iterative development process Used the SCRUM framework with daily meets and bimonthly sprint demos Kick-off: on-site kick-off meeting with Acquia and the client team to ensure relationships, roles, and responsibilities are established early Client-focus; open and transparent approach based on building a strong working relationship, with client attended scrums regularly Open dialogue about what is possible, and best approaches within project constraints (e.g. timescale) Derek  Peplau  &  Bruce  Qi   V    
  • 41. THE  DATA  MIGRATION  CHALLENGE   Legacy data immensely valuable to the client and its existing customer base Migration of around 10m entities Complex migration script to cope with complex structure of legacy data Migrated around 100,000 records per day, including forum posts, blog posts, comments, user accounts Constant monitoring to identify data integrity issues and modify script, restart migration from point of failure All data successfully migrated within agreed timescale Derek  Peplau  &  Bruce  Qi   V    
  • 42. DELIVERING  HIGH  PERFORMANCE   Optimizing the codebase for performance was addressed throughout the project rather than at the end Aquia’s technical lead would test with a subset of import data on an environment that mirrored Production – this minimized the issues that can often crop up in the transition to Production Worked closely with Acquia to troubleshoot on the basis of test results Because testing was done frequently, Appnovation’s developers could identify issues more quickly since the knew each successive block of code was ‘clean’ and tested – it was easier to isolate problems Derek  Peplau  &  Bruce  Qi   V    
  • 43. THE  ACQUIA  –  APPNOVATION  PARTNERSHIP   Strong collaborative work with Acquia – functioning seamlessly as one team PMs worked together with the client to outline risks and limitations for each functional requirement Led joint design reviews with client design team Regular code reviews and frequent code pushes to boost efficiency across the team Data migration led by Acquia and supported by Appnovation   Derek  Peplau  &  Bruce  Qi   V    
  • 44. Thank you. 44
  • 45. 45
  • 46. Appendix 46
  • 47. Social Translations! Extend self-service across languages ! •  Interface translation •  High-quality machine translation of usergenerated content •  Crowdsourced translations •  Outsourced translations 47 Agile
  • 48. APPNOVATION  DESIGN  /  UX  PROCESS   USER  RESEARCH   Client interviews (BA) Provisional user personas (UX) •  Goals across screen sizes & contexts of use •  Motivations •  Key tasks across screen sizes & contexts of use •  Information needs to fulfill tasks •  Technology profile Deliverable: Provisional user personas validated with real users (UX) 48 INFORMATION   ARCHITECTURE   Content audit (online and offline as needed) Gap analysis against information needs/tasks from user research Card sorts Deliverable: Draft IA with annotations INTERFACE  DESIGN   Navigation design across all screen sizes Conceptual interface design to indicate information hierarchy User journey diagrams for key calls to action/conversions Deliverable: Wireframes documenting key pages and paths - across screen sizes & contexts of use CREATIVE  /     RESPONSIVE  DESIGN   Design direction (e.g. Mood boards; Style tiles) Review with client First draft design Review with client Second draft design Review with client Final design Deliverables: Style Guide High-fidelity mock ups
  • 49. APPNOVATION  RESPONSIVE  DESIGN  /  DEV  PROCESS   The following is a responsive development process for an existing site: 1. Audit content 2. Define content requirements per screen size + context of use 3. Define breakpoints for content (small/ medium/large formats) 4. Create strategy for global elements 5. Define patterns of layout/behaviour across screen sizes 6. Identify any unique content that needs its own pattern 7. Create mockups 8. Story out content types/blocks across screen sizes - begin with Home page 9. Develop responsively: Optimize for smaller devices and slower connection speeds Code to standards and best practices for responsive development Stay on the leading edge of responsive 49 development techniques, e.g. Borealis 1 2 3 6 5 4 7 8 9
  • 50. APPNOVATION  AGILE  SCRUM  PROCESS   50
  • 51. APPNOVATION  QA  TESTING  PROCESS   1. Create test plan - Types of testing recommended (Functional, Integration, Boundary, Regression, Automated) 4. Regression 1 51 2 3. Iterative process for each sprint or phase 2. Probe requirements - Identify gaps or inconsistencies - details next slide 5. User Acceptance Testing 6. Quality Assurance sign-off 3 4 5 6
  • 52. APPNOVATION  QA  TESTING  PROCESS   3. Iterative process for each sprint or phase (i) Review user stories/requirements (ii) Devise test strategy (Based on scope, effort, complexity, interdependencies) (iii) Write test cases (iv) Verify QA readiness (Code has been deployed; QA environment is working) (v) Execute test cases (vi) Report bugs and retest (vii) Demo to client 1 52 2 3 4 5 6
  • 53. 53
  • 54. CANOPY  INITIATIVE   •  CANOPY  began  as  a  set  of  tools  to   enable  rapid  development  of  Drupal  /   Alfresco  integrated  solutions   •  Appnovation  realized  that  the   technologies  also  needed  to  be   supported  by  building  capacity  within   both  partner  and  client  organizations   •  So,  the  CANOPY  Initiative  was  born   •  A  strategic  partnership  between   Appnovation,  Acquia,  Alfresco,  &   MuleSoft   •  The  SEVEN  PILLARS  OF  CANOPY:   §  §  §  §  §  §  54 §  Partner  alignment     Partner  enablement   Reference  architectures     Best  practices  for  integration   An  Open  Source  code  base   Customer  councils   Customer  case  studies  
  • 55. Focus on community success while we have your back end! •  Acquia’s cloud operations expertise becomes yours •  Our team works 24 x 7 x 365 so you don’t have to •  We keep your platform up to date •  In the event of an outage, we identify the root cause and get the right solution in place quickly Global Cloud operations support that follows the sun Resilient 55
  • 56. Facilitate discovery with fast and accurate search and recommendations! •  Solr faceted search delivers blazing fast results even at scale •  Targeted content recommendations help members unearth buried knowledge •  Search on custom fields to reveal subject matter experts Agile 56
  • 57. Inside Many Large Organizations, ! the Web Is Broken! Microsite Intranet Portal Landing Page Web Content Management Social Business Software Blog Community platform Corp-com site Microsite Extranet Event site Media gallery Main website Wiki Product site Promotion eCommerce site Microsite eCommerce 57
  • 58. User Experience Platforms! Begin with Content, Community & Commerce! Microsite Web Content Management Portal Microsite Intranet Blog Landing Page Event site Extranet Main website Corp-com site Wiki Media gallery Social Business Software Community platform Product site Promotion Microsite Ecommerce site eCommerce 58
  • 59. Engage at Every Point ! in the Customer’s Journey! •  Content and social are part of every interaction •  Mobile first initiatives driving new engagement needs •  Campaign solutions that scale to hundreds of sites 59 Digital Customer Lifecycle! Attract" Engage" Measure" Manage" Sell" Retain"

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