About i_am_ryan

i_am_ryan · ‎08-27-2020

Thank you to everyone who replied and shared! I wanted to get your thoughts on frequency. Monthly versus quarterly or any other time frame. Do you feel like monthly is too frequent that the tasks brings fatigue to your CM?

i_am_ryan · ‎08-24-2020

Hello peeps, we are gearing up to roll out Community Member Spotlight. I just wanted to see if anyone had done anything particularly cool/different/unique with this pretty standard thing. In terms of the Khoros platform and in general terms. If your community does it, I'd love to see what you've created. Best, Ryan

i_am_ryan · ‎08-17-2020

Hi Wendy, Thanks for your input. Our community is a technical one for users who purchased our product or who are trialing it out. This is our copy for the automated email that gets sent out (after 2 day after a reply is made to their post) "We encourage you to review and if you find it useful please give kudos to the poster. If the post answers your questions sufficiently, please consider marking it as an Accept as Solution. Accepted solutions help the community at large find answers faster. Thanks for contributing, The AppDynamics Community Team Tip : Make sure to click on the link to reply directly in community. Replying to this email won't post a reply to the community thread." Then after two days of no action, we follow it up with this via a PM " It looks like your post got a reply recently. If the reply helped answer your question, can you please take 5 seconds to click the “ Accept as Solution ” button on the reply. This helps confirm that the question was answered and builds a knowledge bank of answers in the community. If the reply did not answer your question, jump back into the conversation to keep it going. Thanks for your contributions. Best, Ryan, AppD Community Manager" For the time being, we have decided not to allow any in email action as we were told this did not work very well. Which is why we added the tip to our email notification too. Replying direcrly in the thread is something we could try - our thinking here was we don't want to clutter the conversation with "admin" type of replies. I do see your side of this, it kind of puts them on blast and can also show the behaviors we are trying to encourage.

i_am_ryan · ‎08-13-2020

Hello all! In our community when someone asks their question and it gets a response, an auto-generated email is sent off with a CTA of accepting the solution or replying to the thread to keep the conversation going. This is sent out 48 hours after their post gets a reply. Using Care, after a post gets a reply, I snooze it for 2 days to track to see if the user came back to take any action. If the user doesn't take any of those two actions, I send them a PM with a slightly different copy but with the same core message of Accept the Solution or jump back into the conversation to keep it going. Then I snooze the post for another 2 days. So now after 4 business days, if the OP does not take any action, I close it out in Care with a resolution of "user did not respond" I'm looking to improve the accepted solution metric by encouraging members to followup with their questions and close the loop. Are any of you tracking this metric in a similar way (auto-generated email vs PM or this metric at all?) If so, how are you doing it? Any thoughts/techniques to improve the closure outcome? I can share the copy we use in both the auto-generated email and PM if that helps. Best, Ryan

i_am_ryan · ‎01-16-2020

This is what ours looks like in staging. The message list and message box areas are very compact and it's an odd experience to get the mouse in there and scroll down to see more content. Feels off to me.

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Re: Community Member Spotlight

Community Member Spotlight

Re: Improving Accepted Solution rate

Improving Accepted Solution rate

Re: Private Messenger v3 styling and layout

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