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OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
OCRN June Member Webinar
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OCRN June Member Webinar

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Slides from the June OCRN Member Webinar that covers: …

Slides from the June OCRN Member Webinar that covers:
• New OCRN platform
• Results from our community platform & vendor sat research
• Results from our social media ecosystem research

Published in: Technology
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  • 1. June 25th Roundtable Webcast OCRN Member Webinar June 25, 2009 0
  • 2. Agenda •  Introductions •  OCRN Updates •  Research Highlights –  Online Community Platform & Services Satisfaction –  Social Media Ecosystems OCRN Member Webinar June 25, 2009 1
  • 3. Sponsors •  A big thanks to our sponsors: OCRN Member Webinar June 25, 2009 2
  • 4. INTRODUCTIONS OCRN Member Webinar June 25, 2009 3
  • 5. Roundtable Introductions •  Your Name (Iʼll call on you) •  Your Organization •  Your Title •  Your most challenging issue related to your community platform? OCRN Member Webinar June 25, 2009 4
  • 6. OCRN UPDATES OCRN Member Webinar June 25, 2009 5
  • 7. 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 Member Webinar June 25, 2009 6
  • 8. OCRN V 2.0 (Beta) •  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 Member Webinar June 25, 2009 7
  • 9. Research Highlights: Platform and Services Satisfaction OCRN Member Webinar June 25, 2009 8
  • 10. 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 OCRN Member Webinar June 25, 2009 9
  • 11. Platform and Services Satisfaction 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 OCRN Member Webinar June 25, 2009 10
  • 12. Satisfaction: Industry Industries of Respondents OCRN Member Webinar June 25, 2009 11
  • 13. Satisfaction: Community Lifespan How long has your online community existed? OCRN Member Webinar June 25, 2009 12
  • 14. Satisfaction: Budgets What is your organization's annual online community budget ? OCRN Member Webinar June 25, 2009 13
  • 15. Satisfaction: Most Important Attributes Which of the following community platform vendor and system attributes are the most important? OCRN Member Webinar June 25, 2009 14
  • 16. 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 OCRN Member Webinar June 25, 2009 15
  • 17. Platform: Drupal Drupal 
 Overall Quality / Reliability •  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.” OCRN Member Webinar June 25, 2009 16
  • 18. Platform: iCohere Overall Quality / Reliability 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.” OCRN Member Webinar June 25, 2009 17
  • 19. Platform: Jive Clearspace Overall Quality / Reliability Jive Clearspace 
 •  Scored high in Delivery & Post- purchase Support •  Scored low in Metrics & Reporting •  1 out of the 8 respondents looking for a new platform •  “…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.” OCRN Member Webinar June 25, 2009 18
  • 20. Platform: Jive Forums Overall Quality / Reliability Jive Forums 
 •  Scored high in Scalability & Ability to Customize •  Scored low in Metrics & Reporting •  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 “ OCRN Member Webinar June 25, 2009 19
  • 21. Platform: Joomla Overall Quality / Reliability Joomla •  Scored well in Ability to Customize •  Scored low in Metrics & Reporting •  4 out of the 6 respondents looking for a new platform •  “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.” OCRN Member Webinar June 25, 2009 20
  • 22. Platform and Services Satisfaction Leverage 
 Overall Quality / Reliability •  Scored high in the Technical Operations & Deadline •  Scored low in User Experience & Ability to Customize •  1 of 5 respondents looking for new platform •  “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.” OCRN Member Webinar June 25, 2009 21
  • 23. Platform: Lithium Lithium 
 Overall Quality / Reliability •  Scored high in the Ability to Scale, Post-purchase Support and Deadline •  One of 2 vendors not to get a Poor / Unacceptable mark •  1 of 6 respondents looking for new platform •  “We use a Joomla front-end with Lithium forums. Joomla is poor. Lithium is giving it a good effort.” OCRN Member Webinar June 25, 2009 22
  • 24. Platform: Ning Ning 
 Overall Quality / Reliability •  Scored high in the Ease of Community Management and Deadline •  Scored lower in Metrics & Reporting •  1 of 5 respondents looking for new platform •  “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.” OCRN Member Webinar June 25, 2009 23
  • 25. Platform: Telligent Telligent
 Overall Quality / Reliability •  Scored high in the Ease of Community Management and Scalability •  Scored lower in Community Members Like •  2 of 10 respondents looking for new platform •  “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.” OCRN Member Webinar June 25, 2009 24
  • 26. Platform: Web Crossing Web Crossing Overall Quality / Reliability •  Scored high in the Community Members Like & Deadline •  Scored lower in Metrics & Post- purchase Support •  2 of 6 respondents looking for new platform •  “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.“ OCRN Member Webinar June 25, 2009 25
  • 27. In House / Custom Platforms In House / Custom Overall Quality / Reliability •  Scored high in the Community Members Like & Deadline •  Scored lower in Metrics & Post- purchase Support •  8 of 27 respondents looking for new platform •  “A mistake buying bespoke - too expensive to change functionality and upgrade. Want an off-the-shelf platform that we can customize.” OCRN Member Webinar June 25, 2009 26
  • 28. Platform and Services Satisfaction 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” OCRN Member Webinar June 25, 2009 27
  • 29. Platform and Services Satisfaction Actively planning to move to a new platform OCRN Member Webinar June 25, 2009 28
  • 30. Contracted Services Contracted Services OCRN Member Webinar June 25, 2009 29
  • 31. 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 OCRN Member Webinar June 25, 2009 30
  • 32. Questions? OCRN Member Webinar June 25, 2009 31
  • 33. Research Highlights: Social Media Ecosystems OCRN Member Webinar June 25, 2009 32
  • 34. 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. OCRN Member Webinar June 25, 2009 33
  • 35. Ecosystem OCRN Member Webinar June 25, 2009 34
  • 36. 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 OCRN Member Webinar June 25, 2009 35
  • 37. Community Ecosystem: Why Participate? From Question 11: What are your business goals for participating in your social media ecosystem? OCRN Member Webinar June 25, 2009 36
  • 38. 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. OCRN Member Webinar June 25, 2009 37
  • 39. Measuring Success OCRN Member Webinar June 25, 2009 38
  • 40. Q&A OCRN Member Webinar June 25, 2009 39

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