Mathew Ladd works at Jive Software in the Account Support Department. A bit about Mathew: "I have my undergraduate degree in communications, specializing in marketing and sales, and have a ton of experience writing content for startup companies around Portland.  I'm a philanthropist through and through, and tend to wear my heart on my sleeve.  You can count on me to be honest, forward, and not afraid to speak my mind.  I gather a lot of inspiration from the world around me, and like to share that positivity through my writing."




There’s an upward swing in the online social market throughout a variety of industries.  Making the move to strong online social support is a big step, and having a superb support department is imperative. If you’re new to the social game, that’s cool, too!  Now is a great opportunity to build strong internal docs and practices, increase coworker collaboration, and show the world what you’re all about.  Social media is a goldmine of opportunities; you just have to harness it!


Using the built-in social capabilities of Jive, it’s a snap to create a powerful social business structure that responds to customer inquiries and support questions in a heartbeat. Here are a few simple steps to get your own social support rolling:


  1. Structure it. Take time to develop a structure that meets your company's unique needs.  Every company has their own set of priorities and flare for organizing their community conversation. So, you may have to adapt and grow your initial plans.  Nothing stays the same for too long in this industry, and there is a lot to benefit from by paying attention to new and popular trends of communication. Practice good organization with your groups and spaces in the community, it will help make finding documents so much easier.
  2. Establish a core team. Get staff to help, and create a core team. Using Jive, you can encourage coworkers and staffers to help formulate posts for social content. Be sure to set up specific groups of people who will respond to certain questions based on their responsibilities. Have them either respond directly to question, or forward back to other staff who create a central company voice.  A core team in charge of answering a variety of questions will promote more accurate replies, and reduce the wait time for a well-formulated response.  These are time sensitive, so the faster you can get a response, the better!
  3. Practice it. Once you have developed an effective flow to your group, stick with it. Daily practice is key to making this successful. Keep a positive message, an uplifting persona, and concentrate on being efficient.
  4. Create standard responses. You will want to develop standard responses for different social platforms. Depending on what you support, there are any number of ways to create an effective structure.  Practice, and feel out what works best for your company to make a good solid frame.  Part two of this blog will spend more time on the creation of responses that can be used for the most common questions and concerns that you receive through your online interactions.

These efforts will result in the creation of a conglomerate of all your company's great ideas and responses using a community that is uniquely you. Your social impact will be thriving, and traction gained through online support will be immense. More solid planning leads to proactive action, instead of reactive. Now, riding that social wave doesn't seem so scary, does it? Learn how T-Mobile is providing support through their Jive-powered community in this case study.


What processes or methods have you found effective in providing social support?