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RightNow Community Engagement Tune-up Checklist

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					                Community Engagement Tune-Up Checklist v0.7

Instructions (PLEASE READ)
Before attempting to work through this checklist you should already have read the RightNow
Guide to Community Engagement Best Practices document available on the RightNow
website: http://community.rightnow.com/customer/support/tuneup.php

An Example of a completed checklist can be accessed through the tabs at the bottom of this
spreadsheet. You may wish to review this Example Checklist first to see what a successfully
completed Checklist will look like.




           Instructions: The current tab.
           Example: A demonstration of a completed Best Practice Checklist.
           Best Practices Checklist: The actual template you will be working through.
           Provide Feedback: A link to a survey where you can provide comments on this
Tune-Up.

When you are ready to begin the actual evaluation of your deployment, switch to the Best
Practices Checklist tab to get started!
                             Community Engagement Tune-Up Checklist

List of Best Practices                             Status               My Notes
MAKE IT EASY TO FIND

Prominently display a link to your community                We have a link right on our .com
                                                   Green
on your website.                                            homepage.




Allow visitors to view community content
                                                            Currently are doing both of these.
without logging in, but require them to login to   Green
                                                            Looks like no change is needed.
contribute new content.




                                                            For some reason we don't seem to
When performing a Google or Bing search with
                                                            have our community content showing
keywords for your products/services,
                                                    Red     up in the major search engines.
community posts should show up on the first
page of search engine results.
                                                            Will have to investigate….




PROPERLY ORGANIZE YOUR COMMUNITY



                                                            We have one welcome panel on the
Add welcome panels on key pages to help
                                                   Yellow   main community page, but that's it.
people get started.
                                                            We should probably add some more.
Use one post type per hive, and use this post               Learned this the hard way! Glad it
                                                   Green
type across similar hives.                                  shows up here though.




Rename the system term “hive” with more
generic terminology that fits your community        Red     Still have it named "Hive".
(such as “areas”, “spaces”, or “resources”).




Consider removing any areas of your                         Got the link in column "F" to work.
community that have not had activity in a three-   Yellow   Looks like we have a couple of areas
to six-month period.                                        that should get removed.




Display the Twitter stream (or other real-time
                                                            Currently we aren't doing this. Will
social media activity) of your community            Red
                                                            investigate.
members.
                                                         Glad we did usability testing on our
Give users a clear call to action.               Green   site before we went live! Our
                                                         usability person says the same thing.




If you have long pages of content, add a
                                                         We don't have long posts, so this
custom footer that maps to top-level              N/A
                                                         doesn't apply.
navigation.




SPECIFY THE POLICIES AND PROCEDURES FOR YOUR COMMUNITY



Include a public Legal Terms and Conditions
page which covers topics such as: spam,                  Did this as part of our community
                                                 Green
intellectual property, and sharing of personal           launch.
information.




Include a public Community Participation
                                                         Did this as part of our community
Guidelines page which defines your               Green
                                                         launch.
community culture.




CULTIVATE AND REWARD GOOD BEHAVIOR
If a problem occurs and it is your fault,
                                                          Our moderator does a pretty good
acknowledge the problem, apologize for it, and
                                                 Yellow   job at this, but I should probably have
communicate how you are going to act to make
                                                          her use the AAA framework.
it better.




Professionally handle violations to your
community policies.                              Green    Moderator does this well already.




Make sure your moderators are proactively
                                                 Green    Doing well.
engaging members.




Go the extra mile to get keep top members                 Hadn't thought about sending
                                                 Yellow
involved in your community.                               Christmas cards before!




CONTINUOUSLY TRACK THE PERFORMANCE OF YOUR COMMUNITY
                                                   We do this regularly. We actually
                                                   have Google Analytics also installed
Benchmark your community against itself.   Green
                                                   and this helps give us some better
                                                   insight.
                   Client Name: CLIENT NAME
                       Interface: INTERFACE URL
        Scoring Definition              Improve by….


There should be a top-level navigation
                                         Add "Community" to the navigation
item on your website that points to your
                                         on your main website.
community.




Green: A login is not required to view
content, but a login is required to
contribute.                             Change the privacy settings from
Yellow: All content is protected behind Community to Public on
a login.                                interesting and active hives.
Red: Anyone can contribute to the
community without logging in.




Find your top five most viewed
community posts. Then perform a web
                                           1) Update the meta tags on key
search with keywords you think
                                           community pages to make them
customers are likely to use in finding
                                           descriptive for your content.
these posts.
                                           2) Use Google Webmaster tools to
                                           create a sitemap for indexing your
Note: This web search will not work if
                                           community.
your community requires a login to
view.




Green: There are attractive and brief
welcome panels that add context on all     On key pages, add a
pages in top-level navigation.             WYSIWYG/HTML panel into the A1
Yellow: There are welcome panels, but      column that explains to users (1)
they are text heavy or otherwise hard to   where they are, (2) the value
visually scan.                             proposition and (3) some suggested
Red: Key pages don't provide the           actions.
members with any welcome text.
                                           Manually merge your post types:

                                           1) Move all posts of the least used
                                           type into a private hive.
Are there several post types within a
                                           2) In original hive, delete the retiring
single hive?
                                           post type.
                                           3) From private hive, update post
If this issue appears in multiple places
                                           type on moved content to identically
in your community, mark as red.
                                           match the desired post type in
                                           original hive.
                                           4) Transfer posts back into the
                                           original hive



                                           To rename the system term for
                                           'hive', have a super admin perform
                                           the following:
Green: 'Hive' has been renamed to a
                                           1) Go to the Hive Settings page
more customer-centric term.
                                           (Admin > Hives)
Red: 'Hive' has not been renamed.
                                           2) Under the Hive Settings (HL)
                                           panel, adjust the renaming options
                                           to desired terminology.




                                           Clean up the inactive areas:

                                           1) Transfer all existing post content
Green: All areas of the community are
                                           into the new desired location.
active.
                                           2) Delete the now empty inactive
Yellow: One area is inactive.
                                           hive.
Red: Two or more areas are inactive.
                                           3) Remove/update any links to the
                                           deleted hive within your community
                                           navigation.


                                           Add a 'Twitter List' widget to your
                                           community:
Green: Community showcases social
media activity with in a panel (via        1) Create list of all Twitter account
Twitter list, Facebook widget, etc.)       names for community members
Yellow: There are links anywhere in the    who have shared their twitter
community showcasing how to connect        address in their profile.
via real-time social media.                2) Go to Twitter and create a
Red: No info on real-time social media     'Twitter List'.
is included.                               3) Copy and paste the HTML code
                                           provided by Twitter into a new
                                           panel.
                                           Some suggested examples:
Green: Labels/headers in the
                                           -Submit an Idea
community consistently use active
                                           -Ask a Question
verbs.
                                           -Search for an Answer
Yellow: Some labels/headers use
                                           -Start a Discussion
active verbs.
                                           -Vote on Feature Requests
Red: Labels/headers are passive.



Green: No footer is needed, or the
                                           Add a Custom HTML footer into the
footer mirrors the top-level community
                                           community (Admin Settings >
navigation.
                                           Master Template)
Red: A footer is needed but missing.




Ideally, this document should be:
  -Linked to from the community home
                                           Get your legal and management
page.
                                           teams to approve a Terms and
  -Reviewed by a legal professional.
                                           Conditions document for your
  -Approved by management.
                                           community. Include this document
                                           in the registration process for your
Green: All three items met.
                                           community.
Yellow: 1-2 items met.
Red: No items met.


Ideally, this document should:
  -Be linked to from the community
                                           Take a look at some other
home or about page.
                                           communities and their guidelines,
  -Be clear but personable and inviting.
                                           then think carefully about what
  -Display a point of contact or link to
                                           culture you would like in your own
the discussion area for feedback or
                                           community.
questions.
                                           Publish these guidelines
Green: All three items met.
                                           prominently.
Yellow: 1-2 items met.
Red: No items met.
Find an example of a past apology to a
member or customer.

Green: Your apology follows the AAA
                                              Share the AAA framework with
framework.
                                              employees who participate on the
Yellow: Your apology is honest but
                                              community and show some
doesn't follow the framework.
                                              examples of how it might be used.
Red: Your apology looks worse now
that you are reading it later, or you
realize that you didn't actually apologize.
:-)
                                              We recommend that a violation
                                              contain three important pieces of
Green: Violations are handled in a            information.
consistent and encouraging manner.
                                      • A thank you to the member for
Yellow: There is no moderation of
                                    their participation.
offending content.
                                      • An explanation of which
Red: Moderators engage in arguments
                                    guideline they violated.
or act passive-aggressively towards
                                      • A link to the community
offenders.
                                    guidelines.



                                              Some ideas for proactively
                                              engaging members include:
Green: A moderator actively and
regularly reaches out to members.       •Giving employees gentle nudges
Yellow: A moderator exists but does  to respond to unanswered
not actively engage with members.    questions.
Red: There is no moderator and there    •Creating new posts asking for
are numerous examples of unanswered  community expertise on a topic.
posts.                                 •Sending private thankyou notes
                                     for thoughtful contributions.



                                              We can’t tell you what will work best
                                              at your organization but here are
                                              some ideas:
Green: Regular special efforts are
                                                • Author an internal community
made to recognize and reward
                                              newsletter about the community
community members
                                              that calls out hot trends and gives
Yellow: Sporadic efforts are made.
                                              positive attention to engaged
Red: No special efforts are made.
                                              employees.
                                                • Start a Featured User Program.
                                                • Send Christmas cards to
                                              valuable community members!
                                       Compare the monthly % changes
                                       on the following figures (via Admin
Green: Key community metrics are
                                       > Analytics and Reporting):
regularly monitored.
Yellow: Key metrics are occasionally   • Average active users per day.
monitored.                             • Average new posts per day.
Red: Key metrics are unknown or not    • Average new comments per day.
monitored.
         RightNow Guidance


Often you will need to work with your
marketing group to get this link added.




If this is not politically possible, consider
creating a landing page on your website
that specifically highlights your
community.

Many potential members will want to view
the community environment before they
are willing to pass a registration barrier.




                                         Webmaster Tool Options:
                                         Google Webmaster Tools -http://www.google.com/webmasters/
We find that ensuring community content
                                         Bing Toolbox - http://www.bing.com/toolbox/webmasters/
is indexed by the major search engines
will greatly increase your customers'
                                         Guide on How to Use Effective Meta Tags -
ability to find useful community content
                                         http://www.seositecheckup.com/articles/5
(particularly with support communities).




In addition to a simple welcome message, Link to an example:
you may also wish to play around with     http://communities.rightnow.com/posts/1a581d19fc
providing other helpful links, tips and
tricks, or other tidbits on these panels.
This issue can present a surprisingly big
maintenance headache if you are not
careful! Use post types as sparingly as
possible.




A good additional step is to rename the
default hive type (which defaults to Hive)
to a name that matches the new
terminology.

This can also be done on the Hives
Settings page (Admin > Hives).




Here is one trick you can use to view
inactive hives:
1) Go to your community’s hive list page
http://yourcommunityurl.com/hives/?sort
=active
2) click the Last >> link to view the 10
hives that have gone the longest without
activity.




                                             Links:
We recommend you contact individual          1) How To Use Twitter Lists http://support.twitter.com/articles/76460-
members to ask their permission before       how-to-use-twitter-lists
using their Twitter feed on your Twitter
List - we have found that these members      2) Wizard for making twitter list widgets -
are almost always happy to participate but   http://twitter.com/goodies/widget_list
it is still polite to ask.
While it may not seem like the words in
your labels matter much, they do!

Also use graphic buttons and format your
text so that key actions visually pop out.




Work with your webmaster to design an
attractive footer. You will likely see
improvements to your community's time-
on-site and depth-of-visit statistics.




                                             Sample Legal Terms and Conditions:
Consider adapting the Terms and
Conditions used on your corporate             Common Ground:
website for use on your community. This       http://commonground.edrnet.com/communities/edr/terms.html
can often be done with few to no changes.
                                              Husqvarna:
                                              http://answerarmy.com/pages/075cb3641d




Before finalizing guidelines, consider
asking community members to review and
                                       Sample Community Guidelines:
make additions.
                                       http://communities.rightnow.com/posts/ac01cfe37a
This will provide a sense of shared
                                             Sample Social Web Employee Policy:
ownership of the culture and showcases
                                             http://www.rightnow.com/privacy-social.php
that you strongly value the opinions of
your members.
Even when you can't immediately remedy
a customer issue, an effective apology
can diffuse the situation.




If you notice trends with violations (i.e.
people posting to the incorrect areas, or
posting duplicate questions that have
already been answered ) it may be a sign
that the community structure is confusing
and could benefit from usability testing.




The power of showing appreciation
cannot be overemphasized when it comes
to building community.

When users know their presence is
having a positive impact, they will remain
loyal and active.




Consider carrying the "go the extra mile "
mantra into all of your community
interactions. Before submitting a response
ask yourself "is there anything else I can
add to make this more valuable to my
users? "
We recommend using a third-party tool
like Google Analytics or Omniture to dive
deeper into community measurement.

These tools will allow for further trending
insight on items like time on site, search
traffic, visitor loyalty and bounce rate.
Green




Yellow




Red
N/A
                            Community Engagement Tune-Up Checklist                             Client Name:
                                                                                                   Interface:
List of Best Practices                                Status   Your Notes           Scoring Definition
MAKE IT EASY TO FIND

                                                                            There should be a top-level navigation
Prominently display a link to your community on
                                                                            item on your website that points to your
your website.
                                                                            community.




                                                                            Green: A login is not required to view
                                                                            content, but a login is required to
Allow visitors to view community content without                            contribute.
logging in, but require them to login to contribute                         Yellow: All content is protected behind
new content.                                                                a login.
                                                                            Red: Anyone can contribute to the
                                                                            community without logging in.




                                                                            Find your top five most viewed
                                                                            community posts. Then perform a web
                                                                            search with keywords you think
When performing a Google or Bing search with
                                                                            customers are likely to use in finding
keywords for your products/services, community
                                                                            these posts.
posts should show up on the first page of search
engine results.
                                                                            Note: This web search will not work if
                                                                            your community requires a login to
                                                                            view.



PROPERLY ORGANIZE YOUR COMMUNITY
                                                Green: There are attractive and brief
                                                welcome panels that add context on all
                                                pages in top-level navigation.
Add welcome panels on key pages to help         Yellow: There are welcome panels, but
people get started.                             they are text heavy or otherwise hard to
                                                visually scan.
                                                Red: Key pages don't provide the
                                                members with any welcome text.




                                                Are there several post types within a
                                                single hive?
Use one post type per hive, and use this post
type across similar hives.
                                                If this issue appears in multiple places
                                                in your community, mark as red.




Rename the system term “hive” with more         Green: 'Hive' has been renamed to a
generic terminology that fits your community    more customer-centric term.
(such as “areas”, “spaces”, or “resources”).    Red: 'Hive' has not been renamed.
                                                      Green: All areas of the community are
Consider removing any areas of your community
                                                      active.
that have not had activity in a three- to six-month
                                                      Yellow: One area is inactive.
period.
                                                      Red: Two or more areas are inactive.




                                                      Green: Community showcases social
                                                      media activity with in a panel (via
                                                      Twitter list, Facebook widget, etc.)
Display the Twitter stream (or other real-time
                                                      Yellow: There are links anywhere in the
social media activity) of your community
                                                      community showcasing how to connect
members.
                                                      via real-time social media.
                                                      Red: No info on real-time social media
                                                      is included.




                                                      Green: Labels/headers in the
                                                      community consistently use active
                                                      verbs.
Give users a clear call to action.
                                                      Yellow: Some labels/headers use
                                                      active verbs.
                                                      Red: Labels/headers are passive.



                                                      Green: No footer is needed, or the
If you have long pages of content, add a custom       footer mirrors the top-level community
footer that maps to top-level navigation.             navigation.
                                                      Red: A footer is needed but missing.
SPECIFY THE POLICIES AND PROCEDURES FOR YOUR COMMUNITY
                                                         Ideally, this document should be:
                                                           -Linked to from the community home
                                                         page.
Include a public Legal Terms and Conditions
                                                           -Reviewed by a legal professional.
page which covers topics such as: spam,
                                                           -Approved by management.
intellectual property, and sharing of personal
information.
                                                         Green: All three items met.
                                                         Yellow: 1-2 items met.
                                                         Red: No items met.


                                                         Ideally, this document should:
                                                           -Be linked to from the community
                                                         home or about page.
                                                           -Be clear but personable and inviting.
Include a public Community Participation                   -Display a point of contact or link to
Guidelines page which defines your community             the discussion area for feedback or
culture.                                                 questions.

                                                         Green: All three items met.
                                                         Yellow: 1-2 items met.
                                                         Red: No items met.



CULTIVATE AND REWARD GOOD BEHAVIOR
                                                         Find an example of a past apology to a
                                                         member or customer.

                                                         Green: Your apology follows the AAA
If a problem occurs and it is your fault,
                                                         framework.
acknowledge the problem, apologize for it, and
                                                         Yellow: Your apology is honest but
communicate how you are going to act to make it
                                                         doesn't follow the framework.
better.
                                                         Red: Your apology looks worse now
                                                         that you are reading it later, or you
                                                         realize that you didn't actually apologize.
                                                         :-)
                                            Green: Violations are handled in a
                                            consistent and encouraging manner.
Professionally handle violations to your    Yellow: There is no moderation of
community policies.                         offending content.
                                            Red: Moderators engage in arguments
                                            or act passive-aggressively towards
                                            offenders.




                                            Green: A moderator actively and
                                            regularly reaches out to members.
                                            Yellow: A moderator exists but does
Make sure your moderators are proactively
                                            not actively engage with members.
engaging members.
                                            Red: There is no moderator and there
                                            are numerous examples of unanswered
                                            posts.




                                            Green: Regular special efforts are
                                            made to recognize and reward
Go the extra mile to get keep top members
                                            community members
involved in your community.
                                            Yellow: Sporadic efforts are made.
                                            Red: No special efforts are made.
CONTINUOUSLY TRACK THE PERFORMANCE OF YOUR COMMUNITY


                                                       Green: Key community metrics are
                                                       regularly monitored.
                                                       Yellow: Key metrics are occasionally
Benchmark your community against itself.
                                                       monitored.
                                                       Red: Key metrics are unknown or not
                                                       monitored.
CLIENT NAME
INTERFACE URL
      Improve by….                            RightNow Guidance


Add "Community" to the navigation Often you will need to work with your
on your main website.             marketing group to get this link added.




                                     If this is not politically possible, consider
                                     creating a landing page on your website
                                     that specifically highlights your
Change the privacy settings from
                                     community.
Community to Public on
interesting and active hives.
                                     Many potential members will want to view
                                     the community environment before they
                                     are willing to pass a registration barrier.




                                                                              Webmaster Tool Options:
1) Update the meta tags on key                                                Google Webmaster Tools -http://www.google.com/webmasters/
                                     We find that ensuring community content
community pages to make them                                                  Bing Toolbox - http://www.bing.com/toolbox/webmasters/
                                     is indexed by the major search engines
descriptive for your content.
                                     will greatly increase your customers'
2) Use Google Webmaster tools to                                              Guide on How to Use Effective Meta Tags -
                                     ability to find useful community content
create a sitemap for indexing your                                            http://www.seositecheckup.com/articles/5
                                     (particularly with support communities).
community.
On key pages, add a
WYSIWYG/HTML panel into the A1             In addition to a simple welcome message, Link to an example:
column that explains to users (1)          you may also wish to play around with     http://communities.rightnow.com/posts/1a581d19fc
where they are, (2) the value              providing other helpful links, tips and
proposition and (3) some suggested         tricks, or other tidbits on these panels.
actions.


Manually merge your post types:

1) Move all posts of the least used
type into a private hive.
2) In original hive, delete the retiring   This issue can present a surprisingly big
post type.                                 maintenance headache if you are not
3) From private hive, update post          careful! Use post types as sparingly as
type on moved content to identically       possible.
match the desired post type in
original hive.
4) Transfer posts back into the
original hive



To rename the system term for
                                           A good additional step is to rename the
'hive', have a super admin perform
                                           default hive type (which defaults to Hive)
the following:
                                           to a name that matches the new
1) Go to the Hive Settings page
                                           terminology.
(Admin > Hives)
2) Under the Hive Settings (HL)
                                           This can also be done on the Hives
panel, adjust the renaming options
                                           Settings page (Admin > Hives).
to desired terminology.
Clean up the inactive areas:          Here is one trick you can use to view
                                      inactive hives:
1) Transfer all existing post content 1) Go to your community’s hive list page
into the new desired location.        http://yourcommunityurl.com/hives/?sort
2) Delete the now empty inactive      =active
hive.                                 2) click the Last >> link to view the 10
3) Remove/update any links to the hives that have gone the longest without
deleted hive within your community activity.
navigation.


Add a 'Twitter List' widget to your
community:
                                                                                     Links:
1) Create list of all Twitter account   We recommend you contact individual          1) How To Use Twitter Lists http://support.twitter.com/articles/76460-
names for community members             members to ask their permission before       how-to-use-twitter-lists
who have shared their twitter           using their Twitter feed on your Twitter
address in their profile.               List - we have found that these members      2) Wizard for making twitter list widgets -
2) Go to Twitter and create a           are almost always happy to participate but   http://twitter.com/goodies/widget_list
'Twitter List'.                         it is still polite to ask.
3) Copy and paste the HTML code
provided by Twitter into a new
panel.


Some suggested examples:
-Submit an Idea                         While it may not seem like the words in
-Ask a Question                         your labels matter much, they do!
-Search for an Answer
-Start a Discussion                     Also use graphic buttons and format your
-Vote on Feature Requests               text so that key actions visually pop out.




                                  Work with your webmaster to design an
Add a Custom HTML footer into the
                                  attractive footer. You will likely see
community (Admin Settings >
                                  improvements to your community's time-
Master Template)
                                  on-site and depth-of-visit statistics.
Get your legal and management                                                      Sample Legal Terms and Conditions:
teams to approve a Terms and           Consider adapting the Terms and
Conditions document for your           Conditions used on your corporate            Common Ground:
community. Include this document       website for use on your community. This      http://commonground.edrnet.com/communities/edr/terms.html
in the registration process for your   can often be done with few to no changes.
community.                                                                          Husqvarna:
                                                                                    http://answerarmy.com/pages/075cb3641d




Take a look at some other              Before finalizing guidelines, consider
communities and their guidelines,      asking community members to review and
                                                                              Sample Community Guidelines:
then think carefully about what        make additions.
                                                                              http://communities.rightnow.com/posts/ac01cfe37a
culture you would like in your own
community.                             This will provide a sense of shared
                                                                                   Sample Social Web Employee Policy:
                                       ownership of the culture and showcases
                                                                                   http://www.rightnow.com/privacy-social.php
Publish these guidelines               that you strongly value the opinions of
prominently.                           your members.




Share the AAA framework with
                                       Even when you can't immediately remedy
employees who participate on the
                                       a customer issue, an effective apology
community and show some
                                       can diffuse the situation.
examples of how it might be used.
We recommend that a violation
contain three important pieces of
information.
                                        If you notice trends with violations (i.e.
  • A thank you to the member for       people posting to the incorrect areas, or
their participation.                    posting duplicate questions that have
  • An explanation of which             already been answered ) it may be a sign
guideline they violated.                that the community structure is confusing
  • A link to the community             and could benefit from usability testing.
guidelines.



Some ideas for proactively
engaging members include:
                                        The power of showing appreciation
   •Giving employees gentle nudges      cannot be overemphasized when it comes
to respond to unanswered                to building community.
questions.
   •Creating new posts asking for       When users know their presence is
community expertise on a topic.         having a positive impact, they will remain
  •Sending private thankyou notes       loyal and active.
for thoughtful contributions.



We can’t tell you what will work best
at your organization but here are
some ideas:
                                        Consider carrying the "go the extra mile "
                                        mantra into all of your community
  • Author an internal community
                                        interactions. Before submitting a response
newsletter about the community
                                        ask yourself "is there anything else I can
that calls out hot trends and gives
                                        add to make this more valuable to my
positive attention to engaged
                                        users? "
employees.
  • Start a Featured User Program.
  • Send Christmas cards to
valuable community members!
Compare the monthly % changes
on the following figures (via Admin
                                    We recommend using a third-party tool
> Analytics and Reporting):
                                    like Google Analytics or Omniture to dive
                                    deeper into community measurement.
• Average active users per day.
• Average new posts per day.
                                    These tools will allow for further trending
• Average new comments per day.
                                    insight on items like time on site, search
                                    traffic, visitor loyalty and bounce rate.
Green




Yellow




Red
N/A
                          Please provide feedback to us on this package!
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 seful to your business? Or did they miss the mark?

hts - would you be willing to take a short survey (2-3 minutes) to tell



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