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5

In a bid to make the internet a better place for web developers, there's been a big effort lately to kill IE 6. My favorite part of the story is Microsoft themselves, with a promise to donate food on behalf of people that upgrade from IE6 to IE8:

 

Picture 12.png

 

Our UI team regularly curses the large set of workarounds and compromises that IE6 support forces on them. Such is the reality of being an enterprise software vendor -- we still have many customers using the browser as a corporate standard (and believe it or not, there are some real reasons to delay the upgrade due to the expense of re-writing internal webapps that were specifically targeted at IE6).

 

On the other hand, I talk to plenty of customers and prospects that are clamoring for us to keep pushing the boundary of what's possible with social software in a web browser, especially after they've seen and tested Google Wave. Dropping IE6 will let us develop richer features faster and with less bugs. We're already committed to supporting it in our next release, but here's my question: should Jive drop official IE6 support in our release after next? No promises on timing of that release of course, but we're likely talking about late next Spring. We'll be conducting a more official survey, but your non-scientific opinion counts too! Leave a blog comment or tweet me @matttucker. And, cheers to a better internet for everyone.

1,875 Views 5 Comments Permalink Tags: google_wave, kill_ie6
4

Are we really in the midst of a market rebound? I'll let my broker figure that one out. But as I look at the market, one thing has become clear to me. A broad cross-section of companies see the window of opportunity -- the potential to change the way they work so they can perform better, no matter the economic conditions. This is why the application of Social Business Software has become much more interesting and strategic as of late. Just look at the Lufthansa and Toshiba announcements we've made in the last few weeks.

 

But to take advantage of that opening, they know they have to move aggressively and accurately. That's why we are working so hard on new innovations that will expand the Jive offering in exciting ways. It's also why we're investing aggressively in all areas of the company - products, services, sales and marketing. And it's a big reason why there are more and more Jivers around in the U.S. and in Europe. In fact our "new" Bay Area office has expanded so fast that we're opening a bigger one as soon as possible.

 

On a personal note, my family and I recently recognized another window of opportunity. As I find myself back and forth between Portland and Palo Alto every week, we've decided to move back down to the Bay Area where my wife is from and where we spent many years. And as Jive has continued to expand aggressively, our presence in the Bay Area is becoming a bigger part of our growth (employees, customers, partners, and investors). Portland will remain Jive's physical headquarters -- our Portland team is absolutely incredible and will continue to be a big part of our growth.

 

Where I live has become less important as I spend a lot of time on the road visiting customers, prospective customers and partners. Jive is a distributed company that is great at working across geographical boundaries - we practice what we preach in a very deep way and use social software to stay connected. Our executive team lives in Portland, California, Phoenix and Texas, and we're hiring the best people we can find wherever they are located. As we like to say, "our real headquarters are in Brewspace" (our internal instance of Jive).

 

Irrespective of my base of operations, I will be spending significant time in both offices - when I am not traveling elsewhere. And I'll be completing the move soon to try to get our kids into the school year as quickly as possible.

 

Stay tuned for some exciting things to come from Jive. And to learn everything from the top Jive experts, join us at JiveWorld on October 27-29 in San Francisco.

2,203 Views 4 Comments Permalink Tags: announcements, bay_area, executive_team, opportunity

Attention, Developers!

 

Have you ever wondered how you can run an upgrade task in a plugin to do something like add an extra column to a table or a new index to boost performance?  You know, those one-time tasks that need to be applied consistently across all your environments?  One of the powerful (yet often overlooked) features in Jive SBS 3.0 is the ability to run upgrade tasks in a plugin.  These tasks are run once and can do anything from modifying a database to creating new files and folders.

 

The Past...

 

Prior to SBS, developers relied on a number of techniques to perform upgrade tasks, including:

 

  • Checking for the presence of a system property and, if not present, firing off a background thread to perform the upgrade task from the plugin class' init() method
    (downside: someone deletes the system property and your upgrade task gets run again, clustering introduces risk that your upgrade will be run more than once, more work than necessary)
  • Writing a SQL script that could be run by the DBA on each environment prior to the plugin upgrade
    (downside: may require special permission to run scripts, especially in hosted environment; not cross-platform compatible; multiple steps in deployment process may easily be forgotten)
  • Overlaying the core application to include upgrade tasks with core application upgrade tasks to take advantage of native process for handling upgrades
    (downside: must be merged with every release, requires multiple deployment artifacts, risky)

 

...And Now?

 

I hoped you would ask!  Here's what you need to do:

 

Step 1

 

If you don't already have it, add the following two items to your plugin.xml:

 

<plugin>
     <!--...omitted for clarity...-->
     <databaseKey>pluginName</databaseKey>
     <databaseVersion>1000001</databaseVersion>
     <!--...omitted for clarity...-->

</plugin>

 

Now when the plugin is installed, it will create a record in the jiveVersion database table with the appropriate values for name and version.

 

 

Step 2

 

Create a new file "upgrade.xml" at the root of your plugin.  This new file will live alongside your spring.xml, struts.xml, etc., and contains the list of upgrade tasks that will be run.  Each upgrade task is given a version.  If the version of your upgrade task is greater than the value in the jiveVersion table for your plugin, your task will be run.  Once the upgrade is complete, the version in the database will be the same as the highest upgrade task version.  Here's an example upgrade.xml taken from our Supportal:

 

<upgrade-config>
    <upgrades>
        <upgrade order="1">
            <name>supportal</name>
            <tasks>
                 <!-- 3.2.0 -->
                <task version="32000001"
                    className="com.jivesoftware.community.upgrade.tasks.AddEnvironmentsTask"/>

                <task version="32000002"
                    className="com.jivesoftware.community.upgrade.tasks.EnvironmentPermissionsTask"/>


                <!-- 3.2.1 -->
                <task version="32100001"
                    className="com.jivesoftware.community.upgrade.tasks.DeleteDuplicateEnvironmentFieldValuesTask"/>


                <!-- 3.2.2 -->
                <task version="32200001"
                    className="com.jivesoftware.community.upgrade.tasks.RemoveWebServerRequirementFromEnvironmentsTask"/>


                <!-- 3.2.3 -->

                <task version="32300001"
                    className="com.jivesoftware.community.upgrade.tasks.UpdateEnvironmentFieldOptionsTask1"/>

            </tasks>
        </upgrade>
    </upgrades>
</upgrade-config>

 

Once you have added your task, make sure to update the databaseVersion in your plugin.xml to the same value as your highest upgrade task!

 

 

Step 3

 

Create your upgrade task class.  In the example below we're calling out to an XML file that contains the new schema details.  More on that in a sec.  Here's the source code:

 

package com.jivesoftware.community.upgrade.tasks;

...imports omitted

public class RemoveWebServerRequirementFromEnvironmentsTask implements UpgradeTask {

    private static final String SQL = "RemoveWebServerRequirementFromEnvironmentsTask";

    public String getName() {
        return "Remove requirement for filling out web server from environment template fields";
    }

    public String getDescription() {
        return "Task to mark environment template fields for web server as non-required.";
    }

    public String getEstimatedRunTime() {
        return "1 second";
    }

    public String getInstructions() {
        return "To run manually, copy the SQL from the RemoveWebServerRequirementFromEnvironmentsTask.xml and run directly against your DB.";
    }

    public boolean isBackgroundTask() {
        return false;
    }

    public void doTask() throws Exception {
       UpgradeUtils.executeSQLGenFile(SQL, getClass());
    }

}

 

 

Step 4 (almost there!)

 

The last thing you need to do (assuming you are updating your DB, of course) is to create the XML file that will be read when UpgradeUtils.executeSQLGenFile(SQL, getClass()) is called.  To do this create an XML file in the same path of your class with the same name as your class, only ending with the .xml extension.  Following the example above, this could look like the following:

 

<schema name="Environment Schema">

    <sql description="Update default data for environments."><![CDATA[
        update supenvtemplfield set isRequired = 0 where envtemplfieldid = 40;
        update supenvtemplfield set isRequired = 0 where envtemplfieldid = 59;
        update supenvtemplfield set isRequired = 0 where envtemplfieldid = 78;
        update supenvtemplfield set isRequired = 0 where envtemplfieldid = 97;
        update supenvtemplfield set isRequired = 0 where envtemplfieldid = 116;
        update supenvtemplfield set isRequired = 0 where envtemplfieldid = 135;
        update supenvtemplfield set isRequired = 0 where envtemplfieldid = 154;
        ]]>
    </sql>

</schema>

 

 

The <sql> element lets you execute arbitrary DML or DDL statements against your DB.  You can also use the <alter> tag to change an existing table:

 

    <alter table="jiveBlog" type="add" description="Add Container Type and ID to JiveBlog">
        <column name="containerType" type="int" nullable="false" default="-2"
                description="The type of the container to which the blog belongs"/>

        <column name="containerID" type="bigint" nullable="false" default="17"
                description="The ID of the container to which the blog belongs."/>

        <index type="normal" name="jiveBlg_ctID_idx" column="containerID, containerType"/>
    </alter>

 

Additionally, you can define new tables using the same syntax as you would in your schema.xml:

 

    <table name="environmentTemplate" description="Customer environment template">
        <column name="templateID" type="bigint" nullable="false" description="Environment template ID."/>
        <column name="name" type="varchar" size="255" nullable="false" unicode="true"
                        description="The display name of the template (shows in environment template selection)."/>

        <column name="description" type="text" nullable="true" index_none="true" unicode="true"
                description="Tells admins the purpose of this template"/>

        <column name="status" type="int" nullable="false"
                description="The published status of the environment template."/>


        <index type="primary" name="envTempl_pk" column="templateID"/>
        <index type="normal" name="envTempl_templID_st_idx" column="templateID,status"/>
    </table>

 

 

What happens if my upgrade runs into problems?

 

It is important to note that plugin upgrades are run in the background during plugin initialization, so you won't see the upgrade screen similar to what is shown when you upgrade SBS.  However, any errors that occur during the plugin installation will be reported to you in the admin console under System > Plugins.  Here's what you can expect to see:

 

pluginError.GIF

 

Questions?

 

Leave a comment for me here, or shoot a message to @austrum on Twitter!

1,307 Views 1 Comments Permalink Tags: plugin, customization, upgrade, sbs

New releases today: 8/24/09

Downloads are available via your purchases page.

Jive SBS 3.0.7

This release includes added support for Solaris x86

Full Documentation

Changelog

Known Issues

Clearspace 2.5.16

Full Documentation

Changelog

Known Issues
1,423 Views 0 Comments Permalink

The Supportal provides a unique set of tools for communicating with a large audience and driving the resolution of an issue. Tools such as links, in-line images, macros, and attachments make it easy to share information.

 

Links

While links are a simple concept, they are also extremely useful. I often use links to direct readers to web pages of interest such as documentation or bug reports for third-party libraries.

 

One example is SBS installation and configuring additional options. I could send someone a link to the Jive SBS Installation Documentation, as well as the Operations Cookbook. These links make it easy to bring external resources to people's attention with minimal effort.

 

Following links when reading online content is probably second nature to most users, so it seems only fitting that we use the same tools as in the rest of the web.

 

In-Line Images

A picture is worth a thousand words. Using in-line images can help easily illustrate a point or issue you're seeing. Images can avoid unnecessary back and forth when trying to troubleshoot.

 

For example: I need to explain where to enter your database URL. Instead of describing what the screen might look like and where you can test your settings, I could just add the following image to a case:

 

setup.gif

 

With this image, I can just add a few instructions:

  1. Enter your Database URL in this box
  2. Test your connection with this button

 

Macros

One important aspect of effective communication is formatting. Macros provide easy ways to format Java, SQL, XML, and plain old text. You can even quote the original message and add your reply in-line.

 

Lets have a look at a few examples:

 

package com.jivesoftware.base

 

/**
* Dummy Class
*/
public class Dummy {

 

public static void main(String[] args) {
System.out.println("Macros look fantastic!")
}

 

}

 

vs.

 

package com.jivesoftware.base;
 
/**
 * Dummy Class
 */
public class Dummy {
 
    public static void main(String[] args) {
        System.out.println("Macros look fantastic!")
    }
 
}

 

SELECT * FROM jiveUser;

 

vs.

 

SELECT * FROM jiveUser;

 

While you can read both versions of the above examples, the macros make it even easier to read the posted code, as macros provide syntax highlighting and a backdrop to let you know you're looking at a snippet of code.

 

Attachments

It's often necessary to share documents and log files, and attachments make it a breeze.

 

Attached is a sample log from my local instance. Imagine how unwieldy this page would be if I needed the paste the contents of the logs directly into my case. Attachments make it easy to add additional information without having to cloud the original message.

 

The part I love most about attachments in cases is that they're not attachments in email. Having to worry about file size and different email servers and who's CC'd when sending an attachment becomes a real headache. What if four people got the attachment, but the fifth person's email server rejected the message? How else would I get a relatively large file? Thankfully, you can attach items up to 100mb in size to a case. Once you've created your case, you know immediately that the attachment will be available for your team to see without having to confirm with each person.

 

Taking attachments out of email and putting them in the case also makes it much easier to keep track of files, as the Supportal will index any text documents you attach to make them easier to find via search. No more sifting through your inbox!


Supportal: A Support Engineer's Best Friend

The Supportal offers a fantastic set of tools for us to communicate effectively with our customers to resolve issues. Prior to the Supportal, case management was via email, which was cumbersome and error-prone. It's very easy to forget to add someone to an email chain, or forget to reply-all. With the Supportal, cases are created in a secure customer space for Jive Support and the customer to see. This helps with historical case tracking and increases visibility to all authorized members of the customer's company.

 

Not only does the Supportal make a Support Engineer's job easier, it also makes it easier for our customers to communicate with us and get the help they need.

1,376 Views 0 Comments Permalink

New releases today: 8/03/09

Downloads are available via your purchases page.

Jive SBS 3.0.6

This release includes added support for Solaris x86

Full Documentation

Changelog

Known Issues

Clearspace 2.5.15

Full Documentation

Changelog

Known Issues
2,464 Views 2 Comments Permalink Tags: 3.0.6, 2.5.15

When it get's beyond 105 degrees in Portland,

I have to up my game a notch.  Today, I wore

my extreme halfshirt with a custom slit for maximum air flow.

 

 

Photo 132.jpg

 

here's what I just saw in Niketown Hawaii...

 

webster.jpg

1,186 Views 4 Comments Permalink Tags: extreme, halfshirt

Many people have asked me at one time or another,

"Why is your title Technical/Social Evangelist?"

I thought it would only be fair to answer those questions this day.

 

I decided to change my title to Technical/Social Evangelist

because I'm not as Technical as Derek DeMoro and I'm not as Social as Gia Lyons.

 


The pictures below pretty much sum up what I do.

 

1.  "Social Evangelizing"

hope.jpg

 

2.  Lunar pose

 

lunar_pose.jpg

 

3.  Lunar Jump

 

lunar_jump.jpg

 

4.  Lunar Barkchip

 

lunar_barkchip.jpg

 

5.  Lunar Code

 

Photo 114.jpg

1,118 Views 1 Comments Permalink Tags: who, i, am

dietrichayalahtml5.jpg

On most Fridays at lunch time Jive hosts an engineering-oriented talk and supplies pizza. Topics have included cool technologies people are exploring, deep dives into the design and implementations of Jive SBS functionality, overviews of new product capabilities, and even the ways in which other parts of the company work.

 

This past Friday we had a special guest, Dietrich Ayala of Mozilla, who gave us an overview of HTML 5 and the current and planned capabilities for Firefox as it applies to HTML 5. He covered a bunch of features of the standard, including <video/>, <audio/>, <canvas/>, Web Workers, drag and drop support, WAI-ARIA, storage, cross-document messaging, native MathML and SVG capabilities, and more. He also mentioned the html5-pdx Google group as a great way to connect with others in the Portland area.


Thanks Dietrich! We really appreciate you taking the time to talk with us.

2,238 Views 1 Comments Permalink Tags: firefox, html, presentation, mozilla, html5, pizza, lunch

Hi,

 

Recently I met with some of our current customers to talk about what is working, what isn't, and what could be improved in the Supportal. This post outlines the major hit items, as well as shows a list of the smaller features that are being considered for future versions of the Supportal. Thanks to everyone who helped, and I would appreciate any feedback / ideas on the items that are outlined below. If you haven't checked out the most recent feature, Issue Tracking, please do so as well.

 

 

Thanks and enjoy!

 

Top Requested

The top requested features / improvements were escalation, customer dashboard, and improved case filtering / sorting. To address these in more detail:

 

Escalation Process

 

Currently there is not a Supportal functionality that lets a customer alert Jive that an issue is in need of additional immediate attention.  You can create a Sev 1 issue (which does get our attention) but after this, if the case is long running or if it was not created as a Sev 1 initially, you need to call the Support line directly.  Other avenues are not as effective since they are not directly to Support: contacting an account manager is still an extra step, and bumping a thread with a new reply does not notify Support of any status change.  Building an escalation process into the Supportal is what we intend to do, and it will likely be as simple as your clicking "Escalate this" and providing an explanation.  That message would be sent to your account manager as well as the Support manager.

 

Customer Dashboard

Metrics can be very powerful within a support portal, especially when they are related to the health of your site and your interaction with technical support.  One frequently-requested feature is a roll-up displaying the past month's cases, including number of Sev 1s, top case reason, top case submitter, average response time, average resolution time, and many more.  Viewing this information on a weekly, monthly, quarterly, and lifetime basis would be ideal, and we'll see what we can do!

 

Improving case filtering / sorting

You need to find the cases that you are interested in, and right now that is a difficult task when you want anything more than just the open cases. The cases tab has just scratched the surface with filtering (current options are only "closed," "waiting on customer," "waiting on Jive," and "all'") and we fully intend to add additional filters like "my cases" and "only open" but also include advanced sorting. Many of you requested sorting on all columns of your support space, and that seems like a very valid request and is something we are aiming to do.

 

Second in line

The secondary issues included exposing case reasons and improving our issue-tracking integration. Case reasons are tracked internally, but exposing these will allow us to report them on the customer dashboard to answer questions like "How many bugs have we ran into in the past month?" or "How many customizations questions have we been asking lately?"  And after the initial issue tracking integration, we would like to have cases be updated automatically when the issue assigned to them has been closed.

 

Other ideas

Next up is a list of one-off features that will be evaluated and implemented in the future.

 

  1. Change the UI for pointing a customer back to their account space from a public case. Perhaps adjacent to the normal breadcrumbs.
  2. Make public cases visibly different in case listings.
  3. No survey on every case.  Idea: for all level 1s, every other for level 2s, every 3rd for level 3s.
    1. If open / closed on same day, no need for survey.
  4. Add a way to link cases that are related, which will help the support engineers.
  5. Chat option for Sev 1 cases only (quick interaction without the phone).
  6. We need to improve the navigation between jivesoftware.com and Jivespace / Supportal
  7. Helpful to see the author of the post in the Open Cases widget. Rather author than case # (perhaps avatar too).
  8. Sort the Open Cases widget by status for each of the Severity levels.
  9. Export cases tab to Excel.
  10. A 'read only' privileged group for cases (to be used for groups like managers)
  11. Opening a case on behalf of someone else, which would include subscribing hime/her to watch notices for that case.
  12. Want dates on cases (where it makes sense), either for a bug fix, or a restart, code push, etc.
  13. If a member of more than one account space, have links at the top of current account space pointing to the other ones.
2,092 Views 3 Comments Permalink Tags: features, supportal, future
4

The past few months have flown by, due in no small part to how heads down we’ve been. In addition to pulling off another record sales quarter, the product team has been busy working on an amazing release and we’ve all been working hard on some huge strategic projects around SBS. So as the summer heat is in full swing and we have a minute to smell the roses, I wanted to share and reflect on some of the great things that have happened over the course of the last three months here at Jive.

 

  • SAP partnership - The Jive ecosystem is growing rapidly, through ground-breaking partnerships with companies like SAP. We're integrating their BusinessObjects OnDemand platform with our Social Business Software to create a whole new level of understanding around online community dynamics. I have seen the potential here and it is absolutely inspiring. Expect more in the coming months as we unite world-class software with social technologies.


  • Jive Express - At Jive, we take cloud computing very seriously, but are doing it in a pragmatic way that allows our customers to adopt whatever model works for their deployment. A big step in this direction was Jive Express, which lets teams or departments get up and running fast, in a cost effective model for smaller deployments within large organizations. They also really like that we've developed this so they can migrate to on-premise if needed, or easily migrate to the full-blown version of our Employee Engagement Center for increased levels of customization and company-wide deployments.


  • Palo Alto - I just got back from three excellent weeks in the Bay Area where I got to work out of our new office for awhile and assist with some recruiting and customer visits. Outside of the long commute from Mill Valley to Palo Alto, it was great to be with the team down there and get to see so many of our customers. “Jive South” serves as a nice complement to our phenomenal team in Portland as it puts us closer to our rapidly growing customer base in Silicon Valley, as well as provides access to even more top notch talent.


  • A customer, Premier Farnell - I'd also like to take a moment to highlight Premier Farnell, to showcase some of the great uses-cases of SBS. They are a multi-channel distributor of electronic components, who built a public community for electronic design engineers. With support from their supplier community and industry experts, the Element14 Community brings together all of the information electronic design engineers need to be successful -- from design conception to production. Instead of searching a variety of vendor websites, engineers can solicit design feedback and component suggestions from trusted peers in this community. And, when engineers are ready to make a purchase, they can do this seamlessly via element14 instead of an assortment of vendor sites.

 

Q3 won’t be restful either to say the least. Lots to do on the product front, lots of new customers going live and we’ll all be getting ready for JiveWorld. Hope to see you there!

3,087 Views 4 Comments Permalink Tags: announcements, sap, bay_area, sbs, success, customers, quarter, premier_farnell
speak_at_jiveworld.jpg

The inaugural JiveWorld conference in October will include a technical track that will be chock-full of valuable content. I'm putting together the agenda for the track and am looking forward to starting to share details in the weeks ahead. But in order to make this conference great, we need your help. Are you the Jive technical guru at your organization? If so, we want you to participate in the tech track of the conference by becoming a speaker.

 

The conference will be a fantastic place to share tips and tricks as well as to learn how to get the most from the Jive platform. Interested in being a speaker but not sure about a topic? How about performance optimization tips or stories? Or, share details of the Jive customizations you've done. I'm looking forward to reading through your topic ideas and see you in October!

2,307 Views 0 Comments Permalink Tags: jive_world, speaker

There are few contests I enter or am allowed to enter but when my orthodontist decided to hold a "Dr. Lathrop T-shirt contest",

I asked for a child size "M".   My competition includes a super-fit triathlete, tons of teenage kids who lack

fat, and other clients who decided to get t-shirts of the correct size.  One thing I have going for me is the American Apparel

Community who encourages ultra-tight clothes, the half-shirt facebook group, and my girfriend who says I look good for being 40.

 

Photo 68.jpg

847 Views 6 Comments Permalink Tags: contest
0

As Jive's new CMO, I couldn't think of a better topic for my first blog post than to announce JiveWorld09, our inaugural community conference.

 

When I joined Jive, the team was assessing the potential of convening the Jive community for an in-person event. My initial reaction was excitement tinged with concern. After all, with travel budgets being slashed, 2009 appeared to be the year of the "non-conference".

 

But once I became a Jiver and delved more deeply into the company, I saw existing customers using Jive to push corporate performance to new limits, despite a brutal business climate. I also saw a jaw-dropping roster of new customers propelling our record growth and contributing valuable insights to the Social Business Software dialogue.

 

There's every reason to believe that Social Business Software is at a tipping point, which is why hosting this community conference this year makes absolute sense. It's our way of rewarding customers for their unwillingness to be complacent in the face of a precarious marketplace. The best way to thank you is to host a community conference designed to empower our customers to achieve even greater business outcomes.

 

That's why JiveWorld09 is anything but your run-of-the-mill conference. Sure, you'll hear from Jive, but only because we're focusing our presentations around arming you for success. But the main focus is on you and your fellow community members, who will share the stage with Jive equally if not moreso. Most important, JiveWorld09 is about creating and capitalizing on the energy that comes from being together with our customers. Learning, sharing, questioning, experimenting, discovering -- JiveWorld09 is where you'll do all of this and more -- together.

 

We recognize how much everyone is watching their budgets right now. We also recognize that you may need to "go the extra mile" for approval to attend. That's why we're pulling out all the stops to make participating not only worth it, but also affordable.

  • We selected a city (San Francisco) that's home to many Jive customers. It also features an abundance of low-cost air options with new carriers serving both San Francisco International Airport and Oakland International airport.
  • We selected an awesome property - the W Hotel San Francisco - and negotiated a great rate of only $195 a night.
  • The second day of the conference wraps up just after lunch, so those of you flying from the central or east coasts can travel home without incurring an additional hotel night.
  • We've also kept the conference fee low -- very low, we believe for the value you'll receive -- and are offering an unbelievable discount if you register by August 28.
  • Plus, if you're selected as either a speaker or an award winner, we'll waive the conference fee (hint hint, apply for either -- or both!).

 

We're looking at every aspect of the conference agenda to ensure you leave armed with the information you need to inject Social Business Software at a more strategic level into your business. The timing is perfect, especially as many companies are moving into the planning cycle for 2010 and updating strategic plans to to not only survive, but to thrive, in the years ahead. And we're confident you'll Thrive on Jive. To register now or learn more, visit the JiveWorld09 site.

 

I'd love your ideas on how to make our inaugural JiveWorld a tremendous success, and look forward to seeing you in San Francisco.

2,665 Views 0 Comments Permalink Tags: communities, marketing, customers, jiveworld09

Help Jive Help You in Support

Posted by Robert Brown Jul 9, 2009

Jive Users,

 

Bob Brown, SVP of Client Services at Jive, nice to meet you virtually if I haven’t done so in person.  I am responsible for all of the post sales functions at Jive (Services, Support, Hosting, Education, Alliances). 

 

I wanted to reach out and ask for your assistance with the quality of the Support we provide for you.  One of our top priorities within Support is to have as many of our cases to be shared publicly as possible.  This has many benefits for you and Jive.  Just to share a few:

 

  • Have questions answered faster by the community itself
  • Increase context around issues
  • Discover potential work arounds or alternatives others have implemented
  • Connect with your peers to share knowledge, experience, lessons learned around specific issues

 

We will take all the necessary steps to ensure privacy, anonymity, etc so that the content that is helpful is shared and the sensitive information kept that way. If there is information that you would like taken out of your case in order to make it public, just let the Support Engineer know.  If you decide that you would like a public case to be changed to private, it’s simply the change of a button.

 

One of the Support Engineers posted on it previously with regards to how you do it and how it works:

http://www.jivesoftware.com/jivespace/blogs/jivespace/2009/02/16/the-science-behind-public-cases


Is there anything else we can do in order to make this something you would be willing to help with?  If so, just reply to this post.

 

Thanks in advance,

 

Bob

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