Bi-Annual Tivoli User Community (TUC) Member Satisfaction Survey (Dec 2010 - Jan 2011)

We listened! The results are in from the biannual, TUC community experience and satisfaction survey.

We are proud to announce that the majority of respondents are very satisfied with the Tivoli User Community site. 100 surveys were completed and we received valuable feedback to improve programs and services. Additionally, there were a number of strong suggestions about IBM participation in the community and these have been delivered to the IBM team to drive improvements.

Key changes that you can expect to see on the TUC site as a result of your feedback:

• We will provide more information and education going forward about our collaboration resources
• There will be prize opportunities, improved functionality and support to encourage registration in our member profiling capability. We learned that 80% of the respondents have not yet used the member profiling capability but that members overall either expected to use this in the future or valued its capabilities.
• We plan to introduce a rewards program to recognize members who participate in community activities

Here is what YOU, our members told us when asked about the following subjects:

Overall community satisfaction

• 97% of the survey respondents indicated that they were either very satisfied or satisfaction with the website overall, 3% were dissatisfied.

Website communication and collaboration services

• Newsletters - 94% of the survey respondents indicated that they are either very satisfied or satisfied, 3% are dissatisfied.
• Product Zones/Portal - 83% of the survey respondents indicated that they are either very satisfied or satisfied, 3% are dissatisfied.
• News pages - 87% of the survey respondents indicated that they are either very satisfied or satisfied, 3% are dissatisfied.
• Email from TUG Leaders - 79% of the survey respondents indicated that they are either very satisfied or satisfied, 5% are dissatisfied.
• Peer to Peer Knowledge Exchange (P2P) - 56% of the survey respondents are either very satisfied or satisfied, 8% are dissatisfied.
• Tivoli Information Exchange (TIE) - 70% of the survey respondents are either very satisfied or satisfied, 4% are dissatisfied.
• Share your views - 53% of the survey respondents indicated that they are either very satisfied or satisfied, 5% are dissatisfied.
• Searching Public Profiles - 55% of the survey respondents are either very satisfied or satisfied, 11% are dissatisfied or very dissatisfied.
• TUC Forums - 75% of the survey respondents are either very satisfied or satisfied, 6% are dissatisfied or very dissatisfied.

TUC Events

• Ask the Expert On-line Jam sessions - 63% of the survey respondents are either very satisfied or satisfied, 1% are dissatisfied.
• Local user group meetings - 77% of the survey respondents are either very satisfied or satisfied, 3% are dissatisfied.
• Virtual user group meetings - 67% of the survey respondents are either very satisfied or satisfied, 2% are dissatisfied.
• On-line deep dive training sessions - 56% of the survey respondents are either very satisfied or satisfied, 2% are dissatisfied.
• Webcasts - 69% of the survey respondents are either very satisfied or satisfied, 2% are dissatisfied.

Has the TUC helped you?

• "Participation in the TUC has impacted my ability to be more efficient and/or effective in my job" - 87%
• "involvement had no impact on my ability to be more efficient and/or effective in my job" - 12%
• "Information provided at local user group meetings has helped me solve product issues" - 50%
• "I have received help from the TUC forums" - 28%
• "I got assistance from the Peer to Peer knowledge Exchange" - 9%
• "I got help through connecting with peers via the on-line profiling capability" - 1%
• "I have recommended a Tivoli product(s) to either my company/management or peers based on information I received through their involvement in the TUC" - 70%
• "I have not recommended a Tivoli product(s) to either my company/management or peers based on information I received through their involvement in the TUC" - 28%

New TUC capabilities

• The TUC launched the member profiling capability in December of 2009, 80% of the survey takers indicated that they have not used this capability, while 11% indicated that have used the capability to search for members and 9% have contacted members using the email client built into the profile capability.
• In 2010 On-line Forums were created on the TUC website
  • 34% of our survey respondents plan to use the TUC forums
  • 21% indicated that they are not aware of these forums
  • 16% indicated that they have viewed the TUC forums but did not see a topic of interest
  • 16% indicated that they usually use a different forum
  • 9% indicated that they did not know how to use the forums
  • 3% do not plan to use the forums
• The TUC has discussed adopting a rewards program to recognize members who participate in community activities.
  • 40% of the respondents indicated that this program may influence their involvement in the TUC
  • 31% are neutral and thought that it would be nice to have but not likely to change their level of involvement in the TUC
  • 18% are very interested and would likely increase their involvement in the community
  • 9% had no interest.
• When asked what types of rewards would provide the most incentive
  • 34% selected gifts or gift cards
  • 29% selected event passes
  • 23% selected recognition from peers and IBM.
  • Other members commented that points should be used towards discounts on products, and IBM training

How can the TUC do a better job? Excepts:

"Please be sure to inform Tivoli Software that the Global TUC community can help to educate members as to how one can best interact with IBM Software Support."

"More meetings. Conduct the Tivoli group meetings regularly on monthly basis and make them more useful."

"Visiting IBM Speakers at local user group meetings should to familiarize themselves with local issues."

"It would be good if Tivoli Software would use the TUC community as a sounding-board for any updates/deficiencies in the products. As implementers/users, TUC members see first-hand what is missing or what can be improved."

Global Tivoli User Community (TUC) Newsletter Survey (April 7th, 2010 - June 6th, 2010)

During the months of April and May 2010 the TUC surveyed 152 TUC members on their overall satisfaction with the TUC Newsletter Survey.

Receiving the Newsletter
72% of the survey recipients indicated that they receive the TUC Newsletter, 28% indicated that they do not.

Reasons why people do not receive the newsletter
49% indicated they didn't know the TUC had a bi-monthly newsletter
28% indicated they don't know why they don't receive it
16% indicated they thought they had a subscription but are not receiving it
5% indicated that they have opted out of receiving the newsletter or have cancelled their subscription

When receiving the newsletter
64% open it when their workload slows down (at some point)
22% indicated that they open it right away
11% plan to open it later but sometimes forget about it (never open)
1% never plan to open it

The top 3 topics newsletter subscribers are most interested in reading about ranked by order are:
1. Product Announcements/Information/White Papers
2. Education, training and certification opportunities
3. Community, User Group News, members, resources and collaboration tools

Other interesting results
84% of the survey recipients indicated that the frequency of the newsletter is adequate at 6 times per year
74% of the survey recipients indicated that they had a medium to high interest in learning about Tivoli solutions provided by IBM Business Partners.

Some suggestions on how to improve the TUC Newsletter
• "Add a Tech tip and tricks section"
• "More discussion on technical aspects of any ongoing issues raised and the last workaround on that issue"
• "Come up with more online trainings"
• "Provide a print version"