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How We Manage Our Website

Posted by Bill Lynch Mar 17, 2006

We recently relaunched our website and with that we changed how we manage content on the site. Before, the website code (Java classes, JSP pages, HTML, images, CSS, etc) was checked in to source control and usually one developer (sadly, me) would have to make all kinds of changes. It was a really inefficient process and not sustainable the bigger we grew. We needed a system where non-engineers could edit the pages, see their changes easily and deploy the changes to the site without my help.

 

First, we use an open source template framework called Sitemesh. This allows our guys to write very basic HTML and not worry about things like the header, footer, sidebar, etc. Sitemesh takes the output of a JSP page (or anything that serves up HTML), parses it then merges it with a template.  You can have any number of templates in the system, all mapped to patterns or various other things. This is a pretty simplified description of Sitemesh -- overall, it's a very powerful and extremely simple framework. As I mentioned, it'll handle anything that produces HTML so it's compatible with PHP, Perl, ASP, etc. We use it in our products to make templating easy and to keep the JSP pages clean.

 

Next, I created a Subversion hook to do automatic deployments of our content when a check-in is received. (I got the idea for this from an Ars Technica article.) Subversion is our source control and a hook is a way to execute a script based on an event like a check-in, update, etc. Local to the jivesoftware.com machine is a checkout of our site code. From there, the hook script calls an Ant target to deploy the latest JSP/HTML code. I only deploy JSP or HTML in this step and not Java classes or config files. Doing updates to the core source is less frequent and ususally requires a server restart.

 

Finally, we have a checkout of the site project on our internal file server (Linux + Samba). I also use that checkout as the web root for an internal staging site. Since changes are picked up automatically, our guys can edit the files on the file server then reload the page immediately in their browser. After they make their changes, code is checked in and automatically deployed.

 

1,627 Views 2 Comments 0 References Permalink Tags: developers
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!http://jivesoftware.com/blog/wp-content/uploads/2006/03/fastpathforblog.png!We just did a webinar on how to use the Fastpath IM system for working with customers and I thought I'd share a snippet from it. Below are some best practices for using IM with customers, based on our customers' experiences and our own. In no particular order:

  1. Use skills-based routing: Make sure to capture the right metadata and get it to the right person first. To the extent possible, try to emulate your organizational structure. For example, if your sales team is structured by product line, use the queues/routers to send product requests to only that product team -- the failover queue can be the other product team, but do the best you can at getting it right first. Sounds obvious, but many companies send messages to any salesperson available.

  2. Take Advantage of Co-Browsing: A powerful tool, if used correctly. Make it easy for the customer to follow along with your thinking and point out the relevant information on each page.

  3. Timeout: 5 minutes max for the session timeout, and 30 sec offer timeout for each agent. People get frustrated after more than five minutes of waiting.

  4. Make icon / purpose clear: The position of the "chat now" icon on the site is important. Make it obvious and specify whether it is sales or support.

  5. Set and communicate policies: On invitations and transfers. The goal is the best combination of first-contact resolution percentage (keep high) and escalation percentage (keep low).

  6. Review the transcript: If you transfer or invite another another agent, that agent should start by reading the transcript (and the history if possible). Dont make people repeat themselves. This is one reason why it's better than phone service -- you have a real-time log of the conversation.

  7. Bulk up Content: Anticipate all the needed responses and provide the right content in advance, using a Knowledge Base, canned responses or any other tool that can provide content quickly.

  8. Use it Sparingly: Following from #7, don't use canned responses for everything. Make it personal (use agents with good conversation skills) and use a consistent voice for the company.

  9. Build rapport: Especially for sales agents, you want the conversation to be lightweight and comfortable. People are used to IM being a more informal medium, so heavy-handed sales tactics can create mistrust.

  10. Analyze and Improve: Managers should be reviewing the logs and metrics often and using them to improve. It's also good to employ secret shoppers (fake customers) and to monitor the sessions in real-time.

 

809 Views 0 Comments 0 References Permalink Tags: business, eim
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Earlier this week, I attended IBM Partnerworld.  The show was hosted at the beautiful Mandalay Bay hotel in Las Vegas.  Both IBM DeveloperWorks and IBM Partnerworld divisions use our software, so we wanted to attend to show our support.  DeveloperWorks has implemented Jive Forums and PartnerWorld has implemented Spark FastPath (formerly Jive Live Assistant) product to allow partners to contact technical support for server implementations.

 

The ironic part of the show was that the network on the show floor kept losing connections, and even worse was the performance of the network in the hotel rooms.  Not sure why this happens at conferences. Maybe it's the thousands of attendees clogging the lines.

 

While the booth traffic was underwhelming (thanks to being blocked by a big map of the show floor), the people who stopped by understood the value of having a good internal community solution.  In addition, when I explained the value of Spark Fastpath and being able to route internal IM questions to the appropriate people, their faces immediately lit up and could see their thought process going on how their organization could use that type of functionality.

 

Most tradeshows give out bags and reams of paper, but not IBM.  They handed out free cellphones with Windows Mobile technology.  The phone came embedded with a web application allowing the attendee to view their customized schedule (via the web), provide feedback on sessions, and view all the possible activities at the show.  At the end of the show, attendees were able to keep their phone and just drop in a SIM card to use it as their normal cellphone. A paperless conference, how cool is that?

 

800 Views 0 Comments 0 References Permalink Tags: business
2

We have a few 4 open positions right now so I thought I'd take a minute to describe each.

  • IT Engineer (pdf)
    I think this is more than the average sys admin position. You'll be the sole IT person and besides helping our employees you'll be in charge of setting IT direction, working with some great technology (Linux, Asterisk our VOIP system, Solaris) and helping us with our software release process. Oh, and did I mention we'll set you up with a shiny new MacBookPro?

  • UI Designer (pdf)
    This position has the potential to have the highest impact of almost any of our jobs. We love great UIs and we hope you love creating them.From the req: "Were looking for an insanely talented and versatile web designer to help drive the look and usability of our next generation of collaboration applications. The right candidate must be passionate about web applications and user experience and have the skills to put it all together using Photoshop, HTML, CSS, JavaScript, and AJAX."

  • Support Engineer (pdf)
    I'm really amazed with the support team we've built (don't take my word, others think that too). This is a chance to join that team and interact with our customers on a daily basis. It's a very technical position and we guarantee you'll learn a lot.

  • Senior Software Engineer (pdf)
    This is a chance to join our core development team. You'll work on our major products (Jive Forums, Jive Knowledge Base) and you'll be able to make significant contributions to product direction and implementation. Raw engineering talent is important but we're also looking for someone interested in developing solid products and working with customers.

If you're interested, please jobs@jivesoftware.com with a cover letter & resume. For more info, check out our jobs page.

 

650 Views 2 Comments 0 References Permalink Tags: business
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Guy Kawasaki's recent post on naming hit home, where we've been scrambling to come up with new names for the products. Much like naming a new child (which I'm also struggling with right now), every name sounds ridiculous when you repeat it a few times. In our experience, the arc of a brainstorming process leads to the following types of names:

  • The practical: Names that aren't the most exciting, but get the point across, like our renaming of Live Assistant (also practical) to Spark Fastpath. We leverage the Sparkbrand and add a literal extension (a "fast path" to the right person or answer).

  • The evocative: Names that are more creative, but evoke feelings that you want associated with the product. Wildfirefits into this category -- it fits into fire theme and gets across the feeling of spreading quickly.

  • The "Left Field": Some of the coolest brainstorms are have nothing or very little to do with the subject, but happen when people pick up a magazine and point to words like "foghorn" or "gargoyle" (which I just did).

  • The "mildly humorous": As the brainstorm reaches its limit, the process gets goofier and people will riff on the fire theme with names like "Two Sticks".

  • The Insane: Finally, as the donut sugar crash occurs, the brainstorm fades into oblivion. My favorite names to come out of this process were "Fire Beaver" (Beavers are big in Oregon) and "Purple Unicorn". Some of the Web 2.0 companies might actually start at this part of the process.

 

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Scott Campbell, our VP of Sales, was at a community summit in the Bay last week, where Mark Finnern from SAP's Developer Network talked about some of their stats. According to Mark:  "Since rolling out Jive Forums with integrated point system the number of posts increased by 525% within 12 months. At the same time a 6X DECREASE in the medium time to first reply from 12 hours to below 30 minutes."

 

They've done a great job building a streamlined, connected community, and they've obviously got a pretty good starting point with that many users around the world....but the interesting thing to me (and a big part of why they've seen the participation levels they have) was the neck and neck race of the top 3 users. Normally we see one untouchable person at the top with a ludicrous amount of points. Having a tight race makes it much more interesting, and I'm sure provides a lot more motivation to stay on top. Creating that race is tough, but it's got to pay off in the long-term.

 

720 Views 0 Comments 0 References Permalink Tags: business
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Jive Ski Bunnies

Posted by Sam Lawrence Mar 7, 2006

[http://www.flickr.com/photos/50884898@N00/110236129/|photo sharing]To celebrate exceeding 2005's growth goals, we all hit the slopes last Friday in what may end up being our First Annual Ski Trip. A quick bus-ride later, everyone geared up and spent the whole day snowboarding, drinking and scarfing buffalo wings. Well, that is, except the Marketing guy who's bum knee stranded him in the clubhouse with the laptop (not to mention a wireless router configured to prohibit HTTPS access...hello!).

 

Have a look over our ski pics.


1,106 Views 0 Comments 0 References Permalink Tags: fun
1

Jive is Five

Posted by Matt Tucker Feb 7, 2006

!http://jivesoftware.com/blog/wp-content/uploads/2006/03/jive5.gif!Today Jive Software is five years old. To celebrate we threw a party a hip local club called Holocene. It's a relatively new venue here in PDX and the perfect type of place for us -- they even  made a drink for us called the "Jive" (sadly I can't remember what was in it).

 

We've got some pictures of the event and you can check out the posters we hung to chart our history.

 

719 Views 1 Comments 0 References Permalink
1

Spark 1.1

Posted by Matt Tucker Feb 2, 2006

!http://jivesoftware.com/blog/wp-content/uploads/2006/03/Spark1.1Logo.gif!A major new release of the free Spark instant messaging client will available this Thursday, Feb. 9. Spark 1.1 introduces a powerful framework for creating plugins (called Sparkplugs). The entire Jive Software engineering team participated in Sparkplug Day to test out the new API and to develop some interesting sample plugins. Highlights include a translation engine, a multi-player Reversi (Othello) game, and enhanced security for file transfers. Check out the full report on Sparkplug Day, which includes screenshots of the plugins.

 

Other major changes in this release include support for Linux and many improvements to the Mac version. One new feature I'm particularly excited about is enhanced file transfer. Most IM clients get file transfer wrong with confusing UI's and by simply not working reliably behind firewalls. We've worked hard to create file transfer that "just works" and that's a pleasure to use. You can read details about these changes in the enhanced file transfer article.

 

865 Views 1 Comments 0 References Permalink Tags: planet-jabber
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Gartner Visit

Posted by Dave Hersh Jan 27, 2006

This week we had our first consultation with Matt Cain, Collaboration Analyst/Guru from Gartner, the 800lb gorilla of research firms. He shared some interesting insight into how companies make collaboration software decisions. One interesting point: most companies consider their collaboration software to be "good enough", even though there are some major headaches (redundant effort, disconnected systems, etc.). Is that true at your company? He also said that there's room for an Open Source EIM alternative in the market but none has emerged the winner yet (we're working on it!). In short, he liked what we were doing and gave us some really helpful perspective.

 

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