Jordan Miller

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.
 

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. 

The nicest comment doesn't exi...... 😢

That's so nice of you to say 😭 🙏 🙏 🙏  Appreciate that a lot, @PorkoWog Lol also love the username 

Appreciate the intro, Matt! Really grateful to have joined the Invision team and am looking forward to working with the Invision Community. I know that sounds like a blanket statement, but I really do feel genuinely excited and fired up about it. This is my first week, but we've already had such great brainstorming sessions, ideas, things we want to implement and more. 
If anyone needs anything, please feel free to reach out to me! And don't be shy to say hi in the forums. 🙋‍♂️ 

Thanks, @Abies 🙏 Super cool of you to say that. 😢 

The nicest comment doesn't exi...... 😢

Haha thanks @Feneroin
*Finds confetti in places 24 hours later* 😏 

I can HEAR this GIF 😂 
And thank you!! 🙏 

Thanks @Pete Dawkins! Appreciate that 🙏 

Fantastic news! 😉 I've noticed many valuable feedback and ideas by Jordan! And of course his outstanding community skills. Congratz Jordan! 🙂

Congratulations Jordan! Love the passion 😁

Thank you!

Re-welcome and congratulations Jordan 

Congratulations Jordan. Definitely deserved and I wish you all the best.

I've run a pop music/Britney community for the last 17 years. I can handle anything now 😂 

LET'S GOOOO

Appreciate the intro, Matt! Really grateful to have joined the Invision team and am looking forward to working with the Invision Community. I know that sounds like a blanket statement, but I really do feel genuinely excited and fired up about it. This is my first week, but we've already had such great brainstorming sessions, ideas, things we want to implement and more. 
If anyone needs anything, please feel free to reach out to me! And don't be shy to say hi in the forums. 🙋‍♂️ 

I see you haven't been through the corporate harassment and cultural sensitivity training yet, Mr. Invision. 😉

Appreciate the intro, Matt! Really grateful to have joined the Invision team and am looking forward to working with the Invision Community. I know that sounds like a blanket statement, but I really do feel genuinely excited and fired up about it. This is my first week, but we've already had such great brainstorming sessions, ideas, things we want to implement and more. 
If anyone needs anything, please feel free to reach out to me! And don't be shy to say hi in the forums. 🙋‍♂️