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Managing successful online communities

Matt
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Welcome to the team, Jordan!

I'm thrilled to introduce the newest member of team Invision Community.

You may recognise Jordan from his photo as he's been an active member of our community as BreatheHeavy. Jordan has been running his site BreatheHeavy.com using Invision Community for nearly a decade.

Jordan's official title is "Community Advocate" which means that he will be working very closely with our community to guide and curate feedback, assist with support questions, to help educate and inform and to bring you news of the latest developments being cooked up by our development team.

Jordan says:

Your feedback, ideas and questions matter.

I've spent the last decade discovering what it means to be a community leader in my own Invision Powered community, BreatheHeavy. Community building is an ongoing journey that's taught me invaluable lessons, namely the importance of absorbing feedback from the community then taking decisive action. I'm excited and honored to share that insight with the Invision Community. My new role is designed to shed light on what Invision Community members (that's you!) want and share it with the team.

I'm looking forward to getting to know you! 

We're very excited to start a new chapter within Invision Community to improve communication, engage more Invision Community owners and make the most of the excellent feedback we receive.

You'll be seeing more of Jordan on the forums in the coming days.

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Jordan - Congrats

Matt - What does this position actually mean for clients?  How will he triage, prioritize, and escalate client feedback to the IPS team, all of whom can and do visit the forums themselves? What are the parameters for clients to help highlight and channel our feedback in an effective manner?  And finally, as a community advocate, what does he actually advocate?  Whom does he represent, and to what extent?  

Until the company articulates - and the community can validate - these above questions, this new position is entirely aspirational.  

Invision has attempted multiple community engagement tactics over the years.  And I have a long history of memory:

  • I remember IPS Release Notes when Charles said you were going to provide a roadmap.  That quietly disappeared and failed. 
  • I remember Tagging when Lindy said you were going to tag the status of features.  That quietly disappeared and failed.  
  • I remember how you removed Pre-Sales and merged Feedback from all product lines together.  Product Feedback is now a mess.  
  • I remember how you recently launched a Slack channel for Marketplace devs.  How is that going?  

I genuinely and honestly don't mind you guys trying new things - that's great.  Every community (and company) should always be experimenting and launching new initiatives.  But the past history of your community engagement is littered with no follow through.  How is this time different?    

To be blunt and on behalf of all of your retail clients, we don't need a Community Advocate to post memes.  We need a Community Advocate with the power to deliver and communicate on meaningful actions to drive our communities forward.

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Congratulations, I've just browsed your site and watched some of your YT videos - you are the perfect fit for this community and for Invision to drive it forward.  I look forward to your interaction with us on here and I may be asking you about YT more as a friend of mine, who lives in the USA, and myself are about to launch onto the YT platform soon.

All the best 🙂

 

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22 hours ago, Joel R said:

Jordan - Congrats

Matt - What does this position actually mean for clients?  How will he triage, prioritize, and escalate client feedback to the IPS team, all of whom can and do visit the forums themselves? What are the parameters for clients to help highlight and channel our feedback in an effective manner?  And finally, as a community advocate, what does he actually advocate?  Whom does he represent, and to what extent?  

Until the company articulates - and the community can validate - these above questions, this new position is entirely aspirational.  

Invision has attempted multiple community engagement tactics over the years.  And I have a long history of memory:

  • I remember IPS Release Notes when Charles said you were going to provide a roadmap.  That quietly disappeared and failed. 
  • I remember Tagging when Lindy said you were going to tag the status of features.  That quietly disappeared and failed.  
  • I remember how you removed Pre-Sales and merged Feedback from all product lines together.  Product Feedback is now a mess.  
  • I remember how you recently launched a Slack channel for Marketplace devs.  How is that going?  

I genuinely and honestly don't mind you guys trying new things - that's great.  Every community (and company) should always be experimenting and launching new initiatives.  But the past history of your community engagement is littered with no follow through.  How is this time different?    

To be blunt and on behalf of all of your retail clients, we don't need a Community Advocate to post memes.  We need a Community Advocate with the power to deliver and communicate on meaningful actions to drive our communities forward.

Hey Joel 👋  I really appreciate your feedback and comment. Please allow me to take a moment to digest your input and circle back with you tomorrow (Monday) if that's ok. Just wanted you to know your comment isn't going to sit in the Invision ether. 

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On 1/30/2021 at 8:29 PM, Joel R said:

Jordan - Congrats

Matt - What does this position actually mean for clients?  How will he triage, prioritize, and escalate client feedback to the IPS team, all of whom can and do visit the forums themselves? What are the parameters for clients to help highlight and channel our feedback in an effective manner?  And finally, as a community advocate, what does he actually advocate?  Whom does he represent, and to what extent?  

Until the company articulates - and the community can validate - these above questions, this new position is entirely aspirational.  

Invision has attempted multiple community engagement tactics over the years.  And I have a long history of memory:

  • I remember IPS Release Notes when Charles said you were going to provide a roadmap.  That quietly disappeared and failed. 
  • I remember Tagging when Lindy said you were going to tag the status of features.  That quietly disappeared and failed.  
  • I remember how you removed Pre-Sales and merged Feedback from all product lines together.  Product Feedback is now a mess.  
  • I remember how you recently launched a Slack channel for Marketplace devs.  How is that going?  

I genuinely and honestly don't mind you guys trying new things - that's great.  Every community (and company) should always be experimenting and launching new initiatives.  But the past history of your community engagement is littered with no follow through.  How is this time different?    

To be blunt and on behalf of all of your retail clients, we don't need a Community Advocate to post memes.  We need a Community Advocate with the power to deliver and communicate on meaningful actions to drive our communities forward.

Hi Joel!

I struggled with a single title to encapsulate Jordan's role within Invision Community.

In terms of Jordan's presence on this forum, then Community Advocate is a fair fit, but even that doesn't cover everything.

Our community is more than just this forum of course. There are (neglected) social channels, email communications with customers, face to face conversations with enterprise customers and so on.

To break down the excellent points in your post:

How will he triage, prioritize, and escalate client feedback to the IPS team, all of whom can and do visit the forums themselves?

This is really the core reason we're now hiring more non-development roles and roles that don't directly tie into pure technical support. We're growing as a company and part of this growth means that we have to put focus on other areas. Our development team do and will continue to interact with the forums but they have less time to collate and manage feedback, complaints and so on. Having a single person to collect all that information, break it down and then feed it to the team to be planned into future releases makes sense.

What are the parameters for clients to help highlight and channel our feedback in an effective manner?

Sometimes feedback is quite formal "I want this feature". Sometimes it's a complaint "I can't seem to get this to work" and sometimes it's just in conversations.

We do very well in collecting feedback from enterprise clients. We get a lot via email. We also get a lot with regular calls but we've become less adept at collecting feedback from this forum.

Jordan will be a familiar face that people can speak to. Clients don't need to do anything special to get his attention. He'll go through feedback and make sure that everyone gets a reply and everyone gets heard.

And finally, as a community advocate, what does he actually advocate?

As part of our growth, it's very easy when planning development to overlook some suggestions. I want Jordan to be a champion for our customers and represent them in our team meetings.

Invision has attempted multiple community engagement tactics over the years.

Yes indeed. We always look for ways to improve. We can create effective strategy but without the required person-power, it stalls quickly. Making new hires in these areas will help us move forwards.

To be blunt and on behalf of all of your retail clients, we don't need a Community Advocate to post memes.

I will defend Jordan's right to bear memes and emoji. If you are judging him based on his output so far, that is unfair. He's settling into his role after a fairly intense week of onboarding within our team.

We need a Community Advocate with the power to deliver and communicate on meaningful actions to drive our communities forward.

Couldn't agree more. Jordan is an experienced community owner who has achieved excellent growth over multiple platforms (including his own Invision Community, Twitter, Instagram, etc). Jordan is an excellent communicator with a very open and friendly personality. I want him to have freedom to learn more about our customers and make more meaningful connections to get richer feedback that we can use when planning future releases.

 

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2 hours ago, Matt said:

How will he triage, prioritize, and escalate client feedback to the IPS team, all of whom can and do visit the forums themselves?

This is really the core reason we're now hiring more non-development roles and roles that don't directly tie into pure technical support. We're growing as a company and part of this growth means that we have to put focus on other areas. Our development team do and will continue to interact with the forums but they have less time to collate and manage feedback, complaints and so on. Having a single person to collect all that information, break it down and then feed it to the team to be planned into future releases makes sense.

You are not interested in community feedback. Just see how you listened to users about the marketplace revolution. By changing the rules of the marketplace suddenly, you changed the ideal of the product.

I found myself with a completely unusable forum because it installed inside the Laravel public folder, and url masked by the htaccess, and your oauth could not validate. not to mention the support that started pointing the finger at cloudflare and server configuration, without giving a real hand to a problem you provoked.

You at IP.Board are not interested in listening to the community.

 

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3 hours ago, Askancy said:

You are not interested in community feedback. Just see how you listened to users about the marketplace revolution. By changing the rules of the marketplace suddenly, you changed the ideal of the product.

I found myself with a completely unusable forum because it installed inside the Laravel public folder, and url masked by the htaccess, and your oauth could not validate. not to mention the support that started pointing the finger at cloudflare and server configuration, without giving a real hand to a problem you provoked.

You at IP.Board are not interested in listening to the community.

 

I'm sorry that you've had a poor experience, but that doesn't mean we're not listening to the community.

The marketplace changes have been much discussed, but on the whole most people are very positive about them now. We recently made a change so that even when you have an expired Invision Community license you can still access paid-for marketplace items. This change was directly from feedback.

Your issue sounds very much limited to your set-up.

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6 hours ago, Askancy said:

You are not interested in community feedback. Just see how you listened to users about the marketplace revolution. By changing the rules of the marketplace suddenly, you changed the ideal of the product.

I found myself with a completely unusable forum because it installed inside the Laravel public folder, and url masked by the htaccess, and your oauth could not validate. not to mention the support that started pointing the finger at cloudflare and server configuration, without giving a real hand to a problem you provoked.

You at IP.Board are not interested in listening to the community.

 

I disagree with this. If there is any company out there that really listens to their customers, it is Ips. Regarding your forum issues, Ips is at no fault here. I agree with Matt above, they occurred due to your set up. 

I just noticed that I am out of milk btw, damn Ipb. It is their fault 😄 

@Jordan Invision, congratulations :). I think your promotion is very well deserved and you are doing a very good job so far. Keep it up :)

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Hey again, Joel. Jordan here.

First off, I want to say that I genuinely appreciate your passion for community building. We spoke about a year and a half ago via Skype because you genuinely care about the subject and offered me a lot of valuable insight. It really doubled down the importance of online communities. I've always appreciated that convo we had and want to publicly give you props for that. Thank you. 🙏

You bring up a lot of great points! That's exactly why (I believe) Invision decided to include me in an official capacity, because first and foremost we want the community to be heard and taken seriously. I've been a frequent visitor of the Invision Community; I have a lot of experience regarding the customer side of things and wanting XYZ change. I understand the feeling of wanting my ideas/concerns/feedback heard and hopefully implemented.

That is one of our goals with my role is to listen, assess and take decisive action.

I do feel confident I can be an advocate for you and other Invision clients, as well as be a sounding board for the official team. Picture me as an Invision Bridge that connects this community to the team. I believe this takes trust, which I must earn, and I look forward to that.

You make a lot of great points. The community does not need a professional meme poster. We need someone who has the power to deliver and communicate on meaningful actions to drive our communities forward.

I do believe I can serve you and the rest of the community in that regard.

However, I know actions speak louder than words, so I'm looking forward to the future and the upcoming opportunities to show that. 😊

And just cause I love me a good cat meme.
 

af6.jpg


If you need anything, @Joel R, please feel free to reach out to me via PM. I'm here for you and the rest of the community.

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11 hours ago, Matt said:

Hi Joel!

I struggled with a single title to encapsulate Jordan's role within Invision Community.

In terms of Jordan's presence on this forum, then Community Advocate is a fair fit, but even that doesn't cover everything.

Our community is more than just this forum of course. There are (neglected) social channels, email communications with customers, face to face conversations with enterprise customers and so on.

To break down the excellent points in your post:

How will he triage, prioritize, and escalate client feedback to the IPS team, all of whom can and do visit the forums themselves?

This is really the core reason we're now hiring more non-development roles and roles that don't directly tie into pure technical support. We're growing as a company and part of this growth means that we have to put focus on other areas. Our development team do and will continue to interact with the forums but they have less time to collate and manage feedback, complaints and so on. Having a single person to collect all that information, break it down and then feed it to the team to be planned into future releases makes sense.

What are the parameters for clients to help highlight and channel our feedback in an effective manner?

Sometimes feedback is quite formal "I want this feature". Sometimes it's a complaint "I can't seem to get this to work" and sometimes it's just in conversations.

We do very well in collecting feedback from enterprise clients. We get a lot via email. We also get a lot with regular calls but we've become less adept at collecting feedback from this forum.

Jordan will be a familiar face that people can speak to. Clients don't need to do anything special to get his attention. He'll go through feedback and make sure that everyone gets a reply and everyone gets heard.

And finally, as a community advocate, what does he actually advocate?

As part of our growth, it's very easy when planning development to overlook some suggestions. I want Jordan to be a champion for our customers and represent them in our team meetings.

Invision has attempted multiple community engagement tactics over the years.

Yes indeed. We always look for ways to improve. We can create effective strategy but without the required person-power, it stalls quickly. Making new hires in these areas will help us move forwards.

To be blunt and on behalf of all of your retail clients, we don't need a Community Advocate to post memes.

I will defend Jordan's right to bear memes and emoji. If you are judging him based on his output so far, that is unfair. He's settling into his role after a fairly intense week of onboarding within our team.

We need a Community Advocate with the power to deliver and communicate on meaningful actions to drive our communities forward.

Couldn't agree more. Jordan is an experienced community owner who has achieved excellent growth over multiple platforms (including his own Invision Community, Twitter, Instagram, etc). Jordan is an excellent communicator with a very open and friendly personality. I want him to have freedom to learn more about our customers and make more meaningful connections to get richer feedback that we can use when planning future releases.

 

Really appreciate this response, @Matt

Ultimately, I want to help make Invision a better community. I sincerely appreciate the Invision team seeing potential in me to help make that happen. And just like I am open to feedback from the community, I am of course open to feedback from the team as well. I think it's important and state that publicly because one of our over-arching goals with my role is to add transparency to Invision. 

Thanks again for all the wise words and support above! 😢 🙏 

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10 hours ago, Askancy said:

You are not interested in community feedback. Just see how you listened to users about the marketplace revolution. By changing the rules of the marketplace suddenly, you changed the ideal of the product.

I found myself with a completely unusable forum because it installed inside the Laravel public folder, and url masked by the htaccess, and your oauth could not validate. not to mention the support that started pointing the finger at cloudflare and server configuration, without giving a real hand to a problem you provoked.

You at IP.Board are not interested in listening to the community.

 

Hi there! Super sorry to hear about this. I can imagine that must be frustrating as a business owner for you. I do think Invision IS super keen on listening to the community, though. They're literally putting their money where their mouth is by hiring me, because my role is to do just that. Let's see if we can turn things around for you so you don't feel left in the dark. If you are open to that of course. 🙏 

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22 hours ago, Miss_B said:

I disagree with this. If there is any company out there that really listens to their customers, it is Ips. Regarding your forum issues, Ips is at no fault here. I agree with Matt above, they occurred due to your set up. 

I just noticed that I am out of milk btw, damn Ipb. It is their fault 😄 

@Jordan Invision, congratulations :). I think your promotion is very well deserved and you are doing a very good job so far. Keep it up 🙂

Thank you @Miss_B really appreciate that! I agree with your outlook about Invision listening 🙏  And thanks for the kind words. =]

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