How to Maximize Community Engagement in Support and Fan Communities

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Presenters!

DEREK PEPLAU – Director of Solutions Product Marketing, Acquia derek.peplau@acquia.com BRUCE QI – Principal, Professional Services, Appnovation Technologies bruce@appnovation.com

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Build on the open source platform "that moves at the speed of the web

ACQUIA + DRUPAL WHERE GREAT DIGITAL EXPERIENCES BEGIN

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Market Presence 1,500,000+ sites Global Adoption 228 countries Extensive Capabilities 25,000+ modules Broad Community 1 million + members Active Development 29,000+ developers

Drupal is the Largest Open Source Community in the World"

Open source, web phenomenon

2X the size of Linux developer community

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Drupal Becoming the Dominant Platform !for Modern Digital Experiences!

•  Content-rich, social experiences •  Global developer community •  Open, standards architecture •  Assembly rather than coding •  Optimized for mobile delivery

Open source Drupal:

• Unparalleled innovation"•  Increased business agility"• Faster time to market"• Measurable ROI"

Benefits to Enterprise

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Challenges of Social Business Software!•  Serve as a key component in the customer journey •  Deploy, adapt and improve at the pace of member

demands and technology •  Connect users with the right content with minimal

effort •  Unite with content and commerce as part of a unified

digital experience

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Support Communities must…!•  Remove burdens from call centers and improve

response times

•  Build, and update a tribal knowledge base created by member interactions

•  Drive search engine traffic back to the community

•  Prevent frustrated customers from turning to social media to vent

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Brand Communities must…!•  Build a bridge between members and brand •  Maintain the feedback loop with customers •  Scale to support large volumes of authenticated users •  Preserve brand consistency •  Strengthen customer bonds with the brand •  Cultivate brand advocacy

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Define your rules and commit to them.

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Get Your Community Managers In the Mix

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Who are you looking to attract?

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Keep the feedback loop in motion.

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Make it easy for members to care & share.

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Know your Super Users.

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Drupal Commons !Overview!

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Drupal Commons!

•  Builds completely customizable brand experiences

•  Leverages the breadth & depth of the Drupal platform

•  Features fully extensible, open architecture

•  Integrates with your existing technologies

•  Adapts to future needs at the speed of the web

An Acquia-assembled solution for rapid deployment of internal and external communities that:

Acquia + DrupalWhere Great Digital Communities Begin

Agile Resilient Integrated

Future-proof communities that can adapt at the speed of the web

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Personalized community experiences tailored to the individual!

•  Users work the way that best suits them with personal & group dashboards

•  Social bookmarking

•  Curated content

•  Subscriptions to content & discussions

•  The content you care about, front and center Agile

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Future-proof communities that can adapt at the speed of the web!

•  Assemble new capabilities as your community’s needs and technologies change

•  Innovate at the pace of the web, not your vendor’s roadmap

•  Future-proof your communities to handle what comes in the next 6 months or the next 6 years

Agile

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Acquia Analytics!Detailed Reporting for communities that !ties data back to the individual!

•  Anonymous and authenticated visitor tracking

•  Complete user history

•  Identify your community’s most valuable members

•  Member segmentation

•  Custom reports Agile

Acquia + DrupalWhere Great Digital Communities Begin

Agile Resilient Integrated

Scale to the sky on the platform that

supports communities hundreds of

thousands strong

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Powering communities at scale!•  Proven world-class Drupal hosting in

the Acquia Cloud

•  Trusted by major brands to power some of the largest communities on the web

•  Scales to handle hundreds of thousands of authenticated users

•  99.95% uptime SLA ensures your community is consistently open for business

Resilient

Acquia + DrupalWhere Great Digital Communities Begin

Agile Resilient Integrated

Assemble your community instead

of coding it, eliminating expensive, slow customizations

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Open platform & open APIs let you integrate community across your entire enterprise!

Analytics Marketing

Automation

CRM Doc Mgmt /

ECM Video

Gamification

Social SSO

Personalization Multivariate Testing

Site Search

Recommendations

Integrated

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Open platform & open APIs let you integrate community across your entire enterprise!

CRM

Video

Gamification

Personalization

Site Search

Acquia Analytics

Acquia Target

ü  supports a wide variety of interaction channels

Integrated

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The ultimate multichannel experience for your community!

•  Similar to Twitter and Facebook, Drupal’s node architecture separates the content from presentation layer

•  Reuse each piece of content across multiple platforms

•  Responsive design adapts and optimizes UX smoothly for any desired form factor

Integrated

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Drupal Commons! " Leverage the breadth & depth of Drupal platform

" Deploy rapidly with an assembled solution " Integrate with your existing technologies

" Innovate at the speed of the web

" Build the community that’s right for you

V    Derek  Peplau  &  Bruce  Qi  

Appnovation  Technologies  Who  we  are  

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V    Derek  Peplau  &  Bruce  Qi  

V    Derek  Peplau  &  Bruce  Qi  

VANCOUVER  HEAD  OFFICE  152  West  Hastings  Street  Vancouver  BC,  V6B  1G8  

MONTREAL  OFFICE  #309,  137  Rue  Saint-­‐Pierre  Montreal,  QC  H2Y  3T5  

LONDON  OFFICE  3000  Hillswood  Drive  Hillswood  Business  Park  Chertsey  KT16  0RS,  UK  

SERVING  GLOBAL  ENTITIES  &  REACHING  THEM  AROUND  THE  WORLD  

ATLANTA  OFFICE  3414  Peachtree  Road,  #1600  Atlanta  Georgia,  30326-­‐1164  

V    Derek  Peplau  &  Bruce  Qi  

Appnovation is proud to be the only company in the world that is both an Acquia Enterprise Select Partner, and a Alfresco Platinum Partner We’re also a Founding Partner of Acquia’s Large Scale Drupal initiative We provide community support for the HTML5 based SproutCore framework

OUR  PARTNERS  

V    Derek  Peplau  &  Bruce  Qi  

OTHER  BRANDS  WE’VE  WORKED  WITH  

V    Derek  Peplau  &  Bruce  Qi  

•  Open Source architecture consulting •  Alfresco development •  Create design & responsive development •  Cross-platform development

OUR  SERVICES  

•  Drupal development •  Enterprise integration •  HTML5 development •  Mobile app development

V    Derek  Peplau  &  Bruce  Qi  

•  High-capacity open source architectures and system design

•  Complex integrations encompassing Drupal, Alfresco, MuleSoft, and existing line-of-business systems

•  Leading edge front and back-end development leveraging best-in-class open source technologies, and standards like HTML5, CSS3, and jQuery

•  Responsive design and development to ensure a world-class user experience regardless of device

SOME  CORE  AREAS  OF  EXPERTISE  

V    Derek  Peplau  &  Bruce  Qi  

Migrating  a  Fan  Community  Seamless  delivery  –    Acquia  &  Appnovation  

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V    Derek  Peplau  &  Bruce  Qi  

A large and vibrant fan community was originally built on the ONEsite platform Unplanned outages threatened business continuity and frustrated community members There was a large amount of valuable existing content to be migrated

THE  CLIENT’S  BUSINESS  NEED  

The client wanted a technology solution that was:

§  Stable §  Reliable §  Scalable §  Usable

Regaining data ownership and control was a priority

V    Derek  Peplau  &  Bruce  Qi  

Drupal is stable, flexible, and highly scalable and this addressed client’s concerns about their current platform Open source means data ownership and control are assured No more lock-in to a vendor’s feature development road-map - A great feature set and the responsiveness to market trends that comes with Drupal The combined experience of the Drupal developer community The expert knowledge of Acquia–Appnovation partnership to to deliver to the most complex requirements

CHOOSING  DRUPAL  COMMONS  

V    Derek  Peplau  &  Bruce  Qi  

Forums, blogs, and wikis for key client sub-brands Fully customizable groups functionality across sub-brands User-created groups, to enable any user to host their own groups to cater to specific interests and enhance user buy-in and sense of ownership Private messaging Personalization – view trending content and follow community members User-configurable privacy settings World-class experience and enhanced functionality for fans Improvements to the back-end user experience for staff and community moderators And more … all in only 15 weeks.

WHAT  WE  DELIVERED  

V    Derek  Peplau  &  Bruce  Qi  

The client appreciated the flexibility Drupal Commons offers for customization to their specific needs Major custom element: forums within Organic Groups:

•  Forums were originally architected to work on 1 site with a central forum that users post to

•  Relate the forum taxonomy term to the group (ensure inheritance of permissions from ‘parents’)

•  Set up and manage a complex set of relationships to enable any user to run a forum within their group and configure it to suit them

80%  CONFIGURATION  –  20%  CUSTOMIZATION  

Built custom moderation tools •  site admin can flag content, or

block, suspend, and delete users

•  users can flag content as inappropriate

Custom theme to match client branding and sub-branding requirements Responsive site to client’s exacting design and content specifications

V    Derek  Peplau  &  Bruce  Qi  

The project was run as agile unified process, following an iterative development process Used the SCRUM framework with daily meets and bi-monthly sprint demos Kick-off: on-site kick-off meeting with Acquia and the client team to ensure relationships, roles, and responsibilities are established early Client-focus; open and transparent approach based on building a strong working relationship, with client attended scrums regularly Open dialogue about what is possible, and best approaches within project constraints (e.g. timescale)

HOW  WE  DELIVERED  IT  

V    Derek  Peplau  &  Bruce  Qi  

Legacy data immensely valuable to the client and its existing customer base Migration of around 10m entities Complex migration script to cope with complex structure of legacy data Migrated around 100,000 records per day, including forum posts, blog posts, comments, user accounts Constant monitoring to identify data integrity issues and modify script, restart migration from point of failure All data successfully migrated within agreed timescale

THE  DATA  MIGRATION  CHALLENGE  

V    Derek  Peplau  &  Bruce  Qi  

Optimizing the codebase for performance was addressed throughout the project rather than at the end Aquia’s technical lead would test with a subset of import data on an environment that mirrored Production – this minimized the issues that can often crop up in the transition to Production Worked closely with Acquia to troubleshoot on the basis of test results Because testing was done frequently, Appnovation’s developers could identify issues more quickly since the knew each successive block of code was ‘clean’ and tested – it was easier to isolate problems

DELIVERING  HIGH  PERFORMANCE  

V    Derek  Peplau  &  Bruce  Qi  

Strong collaborative work with Acquia – functioning seamlessly as one team PMs worked together with the client to outline risks and limitations for each functional requirement Led joint design reviews with client design team Regular code reviews and frequent code pushes to boost efficiency across the team Data migration led by Acquia and supported by Appnovation  

THE  ACQUIA  –  APPNOVATION  PARTNERSHIP  

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Thank you.

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Appendix

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Social Translations!Extend self-service across languages !

•  Interface translation •  High-quality machine

translation of user-generated content

•  Crowdsourced translations

•  Outsourced translations Agile

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APPNOVATION  DESIGN  /  UX  PROCESS  

USER  RESEARCH   INFORMATION  ARCHITECTURE   INTERFACE  DESIGN  

Client interviews (BA) Provisional user personas (UX) •  Goals across screen sizes

& contexts of use •  Motivations •  Key tasks across screen

sizes & contexts of use •  Information needs to fulfill

tasks •  Technology profile Deliverable: Provisional user personas validated with real users (UX)

Content audit (online and offline as needed) Gap analysis against information needs/tasks from user research Card sorts Deliverable: Draft IA with annotations

Navigation design across all screen sizes Conceptual interface design to indicate information hierarchy User journey diagrams for key calls to action/conversions Deliverable: Wireframes documenting key pages and paths - across screen sizes & contexts of use

CREATIVE  /    RESPONSIVE  DESIGN  

Design direction (e.g. Mood boards; Style tiles) Review with client First draft design Review with client Second draft design Review with client Final design Deliverables: Style Guide High-fidelity mock ups

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APPNOVATION  RESPONSIVE  DESIGN  /  DEV  PROCESS  

1. Audit content 2. Define content requirements per screen

size + context of use 3. Define breakpoints for content (small/

medium/large formats) 4. Create strategy for global elements 5. Define patterns of layout/behaviour

across screen sizes 6. Identify any unique content that needs its

own pattern 7. Create mockups 8. Story out content types/blocks across

screen sizes - begin with Home page 9. Develop responsively: Optimize for smaller devices and slower connection speeds Code to standards and best practices for responsive development Stay on the leading edge of responsive development techniques, e.g. Borealis suite

The following is a responsive development process for an existing site:

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6 5 4

7 8 9

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APPNOVATION  AGILE  SCRUM  PROCESS  

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APPNOVATION  QA  TESTING  PROCESS  

1. Create test plan - Types of testing recommended (Functional, Integration, Boundary, Regression, Automated)

2. Probe requirements - Identify gaps or inconsistencies

3. Iterative process for each sprint or phase - details next slide

4. Regression 5. User Acceptance Testing

6. Quality Assurance sign-off

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APPNOVATION  QA  TESTING  PROCESS  

3. Iterative process for each sprint or phase

(i) Review user stories/requirements

(ii) Devise test strategy (Based on scope, effort, complexity, interdependencies) (iii) Write test cases (iv) Verify QA readiness (Code has been deployed; QA environment is working) (v) Execute test cases (vi) Report bugs and retest (vii) Demo to client

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•  CANOPY  began  as  a  set  of  tools  to  enable  rapid  development  of  Drupal  /  Alfresco  integrated  solutions  

•  Appnovation  realized  that  the  technologies  also  needed  to  be  supported  by  building  capacity  within  both  partner  and  client  organizations  

•  So,  the  CANOPY  Initiative  was  born  •  A  strategic  partnership  between  

Appnovation,  Acquia,  Alfresco,  &  MuleSoft  

•  The  SEVEN  PILLARS  OF  CANOPY:  §  Partner  alignment    §  Partner  enablement  §  Reference  architectures    §  Best  practices  for  integration  §  An  Open  Source  code  base  §  Customer  councils  §  Customer  case  studies  

CANOPY  INITIATIVE  

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Focus on community success while we have your back end!

Global Cloud operations support that follows the sun

•  Acquia’s cloud operations expertise becomes yours

• Our team works 24 x 7 x 365 so you don’t have to

• We keep your platform up to date

•  In the event of an outage, we identify the root cause and get the right solution in place quickly

Resilient

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Facilitate discovery with fast and accurate search and recommendations!

•  Solr faceted search delivers blazing fast results even at scale

•  Targeted content recommendations help members unearth buried knowledge

•  Search on custom fields to reveal subject matter experts

Agile

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Inside Many Large Organizations, !the Web Is Broken!

Web Content Management

Social Business Software

eCommerce

Microsite Intranet

Promotion Microsite

Microsite

Event site

Blog

Product site

Corp-com site

Extranet

Wiki

Media gallery

Community platform

Portal

eCommerce site

Landing Page

Main website

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User Experience Platforms!Begin with Content, Community & Commerce!

Web Content Management

Social Business Software

eCommerce

Microsite

Microsite

Promotion

Microsite

Intranet

Event site

Blog

Product site

Corp-com site

Extranet

Wiki

Media gallery

Community platform

Portal

Ecommerce site

Landing Page

Main website

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Engage at Every Point !in the Customer’s Journey!

•  Content and social are part of every interaction

•  Mobile first initiatives driving new engagement needs

•  Campaign solutions that scale to hundreds of sites

Digital Customer Lifecycle!

Retain"Sell"Manage"Measure"Engage"Attract"