Slides from the June OCRN Member Webinar that covers: • New OCRN platform • Results from our community platform & vendor sat research • Results from our social media ecosystem research

1. June 25th Roundtable Webcast

2. Agenda Introductions OCRN Updates Research Highlights Online Community Platform & Services Satisfaction Social Media Ecosystems

3. A big thanks to our sponsors: Sponsors

4. 01 - INTRODUCTIONS

5. Your Name (I’ll call on you) Your Organization Your Title Your most challenging issue related to your community platform? Roundtable Introductions

6. OCRN UPDATES

7. Next Research Study Online Community Metrics and Reporting – survey launches 6/30 OCRN v2.0 Currently open beta for new platform New programs, including: Weekly discussion topic On demand roundtables Ideas: collaborative whitepapers, member interviews OCRN Updates

8. OCRN v2.0 Improved Discussions Full member profiles Groups Objectives Key connections Group blog Files Photo galleries Get the most out of the beta: Fill out your profile (w/ pic!) Participate in the weekly discussions Give us feedback! OCRN V 2.0 (Beta)

9. Research Highlights: Platform and Services Satisfaction

10. Platform and Services Satisfaction Research was conducted Jan – March 2009 200+ Survey Respondents Purpose of study was to look at the drivers of satisfaction for online community platforms and service providers, as well as the current state of satisfaction with leading platforms

11. Platform and Services Satisfaction Highlights Budgets for online community platforms & services Key factors in selecting a community platform Satisfaction scores for leading platforms Issues affecting satisfaction with custom (in house) platforms Which platforms are customers migrating from What services community teams contract Feature wish lists

12. Satisfaction: Industry Industries of Respondents

13. Satisfaction: Community Lifespan How long has your online community existed?

14. Satisfaction: Budgets What is your organization's annual online community budget ?

15. Satisfaction: Most Important Attributes Which of the following community platform vendor and system attributes are the most important?

16. Satisfaction: Platform Overview Overview Drupal(17 Respondents) iCohere (7 Respondents) Jive Clearspace (8 Respondents) Jive Forums (11 Respondents) Joomla (6 Respondents Leverage Software (5 Respondents) Lithium (6 Respondents) Ning(5 Respondents) Telligent(10 Respondents) Web Crossing (6 Respondents) Custom (57 Respondents) Others

17. Platform: Drupal Drupal Scored high in theAbility to Customize Scored low in Metrics & Technical Operations 1 of 16 respondents looking for new platform “The code is brittle. It is missing e-mail listserv integration which is really important in the nonprofit sector.” “I like that we can leverage in-house skills to enhance work performed by vendors. We're not held hostage after the community goes live.” Overall Quality / Reliability

18. Platform: iCohere Overall Quality / Reliability iCohere Scored high inPost Purchase Support Scored lower in Metrics & Ability to Customize 1 out of the 7 respondents looking for a new platform “The user interface is a bit dated, with clunky navigation that turns off more younger members used to more sophisticated sites; hoping they will be updating.”

19. Platform: Jive Clearspace Overall Quality / Reliability Jive Clearspace Scored high inDelivery & Post-purchase Support Scored low in Metrics & Reporting 1 out of the 8 respondents looking for a new platform “…I hear constant complaints.” “We have done a bunch of custom development to integrate it with the rest of our collaboration tools. We would prefer the platform's pieces to be more loosely coupled and easier to extend and customize.”

20. Platform: Jive Forums Overall Quality / Reliability Jive Forums Scored high inScalability & Ability to Customize Scored low in Metrics & Reporting 5 out of the 11 respondents looking for a new platform* “Jive had promised to do the segmentation but did not deliver.” “We get few complaints about the platform from external users.” “We haven't kept up with upgrade curve, so we're using software that is no longer supported by the company, and our users are noticing the lack of robust feature-set “

21. Platform: Joomla Overall Quality / Reliability Joomla Scored well inAbility to Customize Scored low in Metrics & Reporting 4 out of the 6 respondents looking for a new platform “Joomlaserves well but we will be moving people towards Ning for ease of use and customization.” “Joomlais poor, Lithium is giving it a good effort.” “Open source platform, no vendor involved. Self managed.”

22. Platform and Services Satisfaction Leverage Scored high in theTechnical Operations & Deadline Scored low in User Experience & Ability to Customize 1 of 5 respondents looking for new platform “Metrics and reporting received a poor rating because it doesn't really come with any. I had to pay for them to send me weekly metrics that were meaningful” “Inflexible, poorly-thought out; feels "rushed to market.”” “Platform lacks in customizability. Would have gone with a different platform if I'd been involved in the decision making process.” Overall Quality / Reliability

23. Platform: Lithium Lithium Scored high in theAbility to Scale, Post-purchase Support and Deadline One of 2 vendors not to get a Poor / Unacceptable mark 1 of 6 respondents looking for new platform “We use a Joomla front-end with Lithium forums. Joomla is poor. Lithium is giving it a good effort.” Overall Quality / Reliability

24. Platform: Ning Ning Scored high in theEase of Community Management and Deadline Scored lower in Metrics & Reporting 1 of 5 respondents looking for new platform “Overall, our experience with Ning has been very good. The only downside, really, is the inherent unpredictability of how they're going to adjust their product, policies, and business model, and how we'll be forced to react.” Overall Quality / Reliability

25. Platform: Telligent Telligent Scored high in theEase of Community Management and Scalability Scored lower in Community Members Like 2 of 10 respondents looking for new platform “I've found Community Server to be the best combination of "out of the box features" + "ability to customize." Most platforms have one or the other...few have both.” “We're expecting the majority of the issues to be addressed in CS8.” “Very pleased with the upcoming feature roadmap... very progressive.” Overall Quality / Reliability

26. Platform: Web Crossing Web Crossing Scored high in theCommunity Members Like & Deadline Scored lower in Metrics & Post-purchase Support 2 of 6 respondents looking for new platform “We expect to be migrating to a new platform within the next year.” “The experience of users in Message Center is so addictive... once they get it they adore it.“ Overall Quality / Reliability

27. In House / Custom Platforms In House / Custom Scored high in theCommunity Members Like & Deadline Scored lower in Metrics & Post-purchase Support 8 of 27 respondents looking for new platform “A mistake buying bespoke - too expensive to change functionality and upgrade. Want an off-the-shelf platform that we can customize.” Overall Quality / Reliability

28. Platform and Services Satisfaction Other Platforms ATG - 1 “Better” Bazaarvoice – 2 “Fair” Blue State Digital – 1 “Fair” CollectiveX – 1 “Best” Hivelive – 1 “Better” Mzinga – 2 “Better” , 1 “Fair” PhBB – 1 “Better” Pluck – 1 “Better” vBulletin – 2 “Best”, 2 “Better” Wordpress – 1 “Best”, 1 “Better”, 2 “Fair”

29. Platform and Services Satisfaction Actively planning to move to a new platform

30. Contracted Services Contracted Services

31. Wish List for Products & Features Robust Metrics Dashboards ROI Reputation Management / Company Response Advanced: Engagement, Loyalty & Health Metrics & Reporting on / off domain Robust Feature Sets Ideas app Social bookmarking Wikis MrM: Member Relationship Management Integration With Other Systems CRM, CMS Customization

32. Questions?

33. Research Highlights: Social Media Ecosystems

34. Social Media Ecosystems Research was conducted May 2009 50+ Survey Respondents Purpose of study was to provide insight about how organizations leverage external social media sites and activities to support their business goals.

35. Ecosystem

36. Platform and Services Satisfaction Facebook: Fan Pages, Groups & Apps You Tube: Channels, Product & Customer Videos Twitter: “Broadcast” Messaging, Conversation, Research flickr: Projects, Screenshots, Photos, Videos Linkedin: Professional Profile, Org Page, Groups, Q&A (Biz Dev) Delicious: Sharing Content, Monitoring, Metadata, SMO

37. Community Ecosystem: Why Participate? From Question 11: What are your business goals for participating in your social media ecosystem?

38. Community Ecosystem: Prioritized Activity From Question 12: What type of activity do you participate in on ecosystem sites? Please rank: most important, not as important, least important.

39. Measuring Success

40. Q&A

41. Questions?