After reading Unlock Six Secrets to Social Success you will have the necessary knowledge for your organization to realize its social potential. To implement these 6 steps can take a lot of time and resources to think through and set up. We wanted to help you on this journey.
We’ve provided you with a Business Guide to Social Success Checklist to jump-start this process.
Are you utilizing tactics that are not on this checklist? Share them below!
At our last TX User Group Meeting - Thursday, June 6th, 2013 @ 3:00 - 5:00PM CST, as part of the "Help a Member Out" section, we addressed life before and after Jive. For many of us, Jive wasn't our first enterprise collaboration platform. Here's the smattering of platforms we all recalled having in place, before launching instances of Jive:
As a group, we discussed which of these systems are still in place today. Things like phone and email aren't going away anytime soon. But for other platforms, we realize there can be significant overlap. While there may not be an exact apples-to-apples compare, in some cases there's up to 80% duplication in feature sets and functionalities.
So we asked ourselves: "Then what?"
Even just the idea of communicating the termination of a legacy enterprise collaboration platform made our stomachs turn. Our users are entrenched and averse to change. It was one thing to provide them with "a better option" with Jive. It's another thing to completely eliminate the former option altogether.
Yet any business supporting multiple tools that do very similar things will begin to question its strategy. In addition, the user experience is degraded when one has to log into multiple platforms to perform the same kinds of tasks, just for different work flows.
Camps are forming and preferences are hardening. What can we do in order to build one cohesive experience, and utilize the one-stop-shop that Jive can be?
Here are some ideas and best-practices we shared as a group:
Clearly define the use cases of each collaboration platform. It's fine to manage and maintain multiple collaboration platforms when there is clear and unique value in each of them. Make sure that your users understand when they should be using Jive, versus when they are encouraged to utilize another platform. There will always be some things that Jive doesn't do very well; other systems can help complete the experience. Just make sure they understand when to use what to avoid confusion.
For many of us, Jive offers the "new hotness" that legacy systems lack. Show off the features that puts Jive eons ahead of older platforms. Feature sets like mobile and gamificiation can get users rev'd up about using Jive, winning over early adopters and influencers that can help champion the platform to the critical mass.
Many users maintain their activity and workflows in legacy systems because they are simply too overwhelmed at the idea of migrating to a new system. Think of ways to make this move less daunting for your end user. Provide tools/macros/automation to make migration plans easier. Even if the only solution is old fashioned, manual labor, consider using Jive partners and/or services to do some of the heavy lifting.
This metaphor is actually something Ryan Rutan coined during our user group conversation, but I think it applies well. Think of this approach as weaning your users off of their legacy system. They are free to continue maintaining their legacy content/profile/activity, but find ways for them to seamlessly access it through Jive. Use Jive features such as Jive Anywhere, Bang Apps, Cartridges and Tiles to blur the lines. Over time, they'll eventually realize they can accomplish most of what they were doing before in their legacy systems in a much better way exclusively in Jive.
This is probably the approach that makes us cringe most, yet can be the most effective. If you've got an executive that can send a mandate down through the ranks, this can save a lot of your sanity. Proceed with caution, however, as you may not be dealing with the most satisfied and happy users once the rug has been pulled out from under them. You'll have an uphill battle winning over your detractors and fans of "the way things were."
I'll give john ridings credit for this approach. He suggests partnering with HR to use Jive as an on-boarding tool:
"If you can get HR to expose "new hires" to Jive early, this can build into momentum to use newer technologies sooner. As with everything, there is the regeneration cycle as "new" replace "old". If the "new" is exposed to Jive before seeing any other legacy system, they may question their new boss and peers, "What's this old crap? I like working in Jive!" Well, maybe not those exact words, but they likely will question the older, less capable technologies and become change agents."
See more details in his comments below.
One thing we all agreed is that no one approach will work for everyone. Depending what you're up against, it will most likely involve a combination of approaches to help ween your end users off of legacy systems. Thanks to Mike Mercado, john ridings, Steve Golab, Tannia Dobbins, Max Malloy and the rest of the Texas User Group for contributing to this great discussion.
So, Jive Community, which of these approaches have worked or haven't worked for you? Which legacy systems are you're users having the most trouble breaking the habit from?
While there are no formal rules for success, I have created the following eBook unlocking the secrets to social success based on my experience in the trenches. On top of that, six other social business thought leaders have contributed their social secrets to supplement my insights. Many thanks to the following contributors:
By implementing or adjusting your strategy according to The Business Guide to Social Success, I truly believe you will draw others in at all levels of the enterprise and throughout the ecosystem. Just remember, a complete social business transformation takes time, but having a strong strategy will ensure you are focusing on the activities that will have the largest ROI.
Your company's sales team requires consistent up-to-date product and customer information, along with ongoing support from their team in order to close deals faster. Traditional methods and other conventional tools don’t provide the rich interaction, knowledge infusion and team collaboration that sales enablement depends on.
Through the combination of rapid expansion and growth of advanced technology solutions, Devoteam's sales reps found themselves pursuing larger deals. As a result, sales cycles became a longer and a more expensive process - requiring the involvement of many more groups across all departments. The standard system of interaction including long email chains, multiple phone calls and meetings could not match the demand. Devoteam needed a more unified and sustainable method of collaboration that could reinforce the fast growing pace of the company. This led them to turn to Jive to support their new sales platform. The results were dramatic, as Devoteam streamlined deal collaboration to shorten sales cycles and increase win rates leading to some serious cost savings highlighted here:
Did you know that your employees are likely spending 28 hours every week just trying to get work done? For a company with 5,000 knowledge workers at $30 an hour, that’s over $4 million in payroll alone. In this interactive “white board session” webcast, you’ll discover exactly what a social intranet is and how it should be used to virtually eliminate this problem—for real business value.
You’ll see how to:
* Verified by a top 3 consulting firm.
Every community manager and social marketing executive essentially wants the same things: brisk and meaningful participation, a steady stream of quality content, polite but spirited conversations, the bonhomie that comes from helpful collaboration.
But over the past several years, as I’ve worked with social business communities designed for customers, employees and partners, I’ve come to the realization that the quest for an engaged, participatory community is really part of a larger quest for something more fundamental.
We’re all looking for loyalty.
Think about it. Loyalty is the most effective driver of business success. It’s the key to sustained engagement. True loyalty transcends the fleeting, give-to-get nature of transactional relationships to create an emotional, elemental connection that remains strong even when something better is offered elsewhere.
This applies to consumer and business-to-business brands alike. It applies to the relationships companies cultivate with their partners and employees. And it most certainly applies to social business networks.
Look at it this way: Loyalty is what turns community members into brand ambassadors. You can’t have one without the other.
This is one of the many realizations I arrived at while researching and writing my new book, Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification.
Loyalty 3.0 is a guide to help companies, including community managers, foster loyalty that’s meaningful and sustainable. The book explains how companies can leverage the big data that we’re all generating, by combining it with the latest understanding of what motivates people. It then describes, using real-world case studies, how companies can use gamification – the data-driven motivational techniques from video games – to motivate engagement, participation, and true loyalty. One of those case studies in the book spotlights the SAP Community Network, which was featured here in a June 5 blog post by Jeanne Carboni. Others cover Eloqua's Topliners community, which has seen great results as outlined here, and SolarWinds' http://thwack.com community site - all of which are Jive-powered.
Loyalty 3.0 is available June 18 from McGraw-Hill. But by reserving your own pre-release copy today, you’ll receive several bonus items, including a chance to chat with me about how to apply the fundamentals of Loyalty 3.0 to customers, employees and partners in order to motivate them to join, participate, share, learn and collaborate more.
Read Loyalty 3.0 to learn:
I hope you’ll check it out. And if you do, please drop me a line and let me know what you think. Jive-powered communities are proving grounds for Loyalty 3.0 concepts, and I’d love to know how they’re working for you.
best, - rajat
Founder, Chief Product Officer - Bunchball
(we power the Jive Gamification Module)
If you've had the opportunity to participate in a Jive strategy session, chances are you've seen this image before. It's intended to illustrate how different roles require different amounts of training:
As you approach the bottom of the pyramid, it's often easier to recognize that those who will be spending significant time setting up the community or running it on a day-to-day basis require a more formal training approach. But providing your community members with the right level of information to help them adopt Jive more effectively can be tricky: you can't expect them to invest too much time or energy in learning a new (often optional) tool, but without some initial explanation, they may struggle with key concepts. To make it a bit easier for you to bring your newest members up to speed on key Jive concepts, the Jive Training team has created the Jive Training Video Library. This collection of 10 brief videos (each around 2–3 minutes or less) explains basic concepts like streams, the Jive inbox, following, and content creation.
>> Check out the videos here: https://community.jivesoftware.com/community/training/videos Your users can access the videos directly here in the Jive Community.
But to make it even easier for people to access them right where they need them most—from within your community—we will also soon be unveiling the new Jive Training App. The beta release of this app will allow your community members to access the latest training videos (including additional titles as they become available) via a Jive app, where they can:
UPDATE JANUARY 2014: Unfortunately, the training app is no longer being actively developed or maintained. Thank you all so much for your interest! If you are a Jive customer and would like to download our 10 training videos to post locally within your community, you can do so here: Jive training videos download. Please note you will need to be a member of the The specified item was not found. group to access that link.
Sales leaders across industries face common challenges of getting new sales reps up to speed, driving initiatives through a distributed sales force, and streamlining sales cycles. Our President of Worldwide Field Operations Jay Larson has seen these challenges throughout his career at many companies, which inspired him to share some of his experiences and how he's been leveraging Jive to maximize effectiveness of the sales team at Jive.
Many of these items likely look familiar to any executive trying to grow business:
The only constant is change and a distributed sales team is not easy to keep up to date. Like our customers we leverage leading technology throughout our sales department, all used for different reasons. Salesforce.com to manage lead and opportunity activities and reporting, Netsuite as our finance system of record, in addition to Marketo for lead scoring. We have business intelligence, compensation, and many other types of software. However, all these tools are used by our sellers to provide insight and historical data, not necessarily to sell more or roll out Jay's new initiatives.
After several months now at Jive, Jay's perspective and comparison to how different life can be in accomplishing those big goals set out in front of him with vs. without Jive is captured in part (there's a part 2 coming soon) below.
I would love to hear your thoughts any thoughts, especially from those of you who also leverage Jive for your sales organization - does this ring true? Feel free to also join the [Archived] Sales Community and connect with Jay.
I have to credit Thyda Nhek for introducing me to this phrase (who may have heard it from John Stepper), but ever since she mentioned it, it has stuck with me. I find that it concisely, yet accurately, explains what Jive and other social collaboration platforms really do. They allow companies of all sizes to "work out loud." Not only does this phrase introduce people to the concept of social collaboration in a simple way, it differentiates social collaboration tools from social media sites like Facebook and Twitter, which according to this recent article, many people mistake for social collaboration.
You might be asking yourself, “What’s so great about working out loud?" After gradually changing my own communication habits in the workplace over the last few years, these are the key reasons I think it's so important:
Have you ever felt like your department is kind of like a deserted island - left to fend for yourselves with limited resources and no effective way to connect with the outside world? Being in marketing, there have been plenty of times I've felt like that. I send emails - comparable to smoke signals - and I get no response. Why? Because people send too much darn email! Both inside departments and cross-functionally across teams, communicating effectively, especially via email, is a huge problem. Someone is either left out of the conversation that needs to be involved (which leads to unwanted surprises), or too many people are involved, causing a reply-all nightmare. Meanwhile, there's another group in another office in the same company having the exact same conversation, and you don't even realize it. The video below explains this scenario quite well:
Communication silos are bad for business - working out loud on a social collaboration platform available to everyone saves everyone time and reduces human error.
Are employees within your organization aligned with your corporate culture? How can you know? While company-wide meetings and events can help build and reinforce company culture, they don't happen often enough, and it's hard to gauge their effectiveness. Furthermore, more and more companies, such as my own, are adopting more flexible work-from-home policies, which mean it's becoming increasingly difficult to bring the gang together in person. But it is possible to build culture online. Social collaboration platforms are not just about revenue-driving activities - they're also about employee engagement. They allow companies large and small to build communities where employees can feel like they're a part of something, and leaders can understand employee sentiment, no matter where they are.
Working out loud means that a much wider audience knows what you're up to on a daily basis – whether you're drafting documents, participating in discussions, answering questions, or posting blogs. That can be unnerving for a lot of people, but in my experience, it's been a good thing knowing that everyone can see what I do. For one, it's encouraged me to get things right the first time around. Secondly, it allows feedback from a broader audience - good and bad, leading to a better end result. And finally, when I can see other people doing awesome work across the entire company, it motivates me to perform at the highest level I can. Employee communities increase accountability because they raise the bar for timeliness, quality, and productivity. Even better, they accomplish this on their own, without the need for micromanagement or leadership mandates.
If you've ever worked in software, you know how challenging it can be to become an expert of a new platform in a very short amount of time. Whether you're in account management, customer service, sales, marketing, or product management – some of the most valuable things to know about the product you work with aren't available in a slide deck, knowledge article, or training video sanctioned by the company. Sometimes it's the "little things" about the platform that help you understand it on a deeper level and better serve your customers. The problem is, most of that information is either trapped in people's brains or lost within instant messages and email threads. We need better ways to make that valuable knowledge available to everyone in a collaborative environment. For some people – the terms "open" and "transparent" equate to security risks. But in this case, the benefits far outweigh the risks. When discussions about your product are happening in an open environment visible to all of your employees – it helps everyone understand it better, no matter how long you've been with the company. Furthermore, you allow your best subject matter experts to weigh in on the conversation, rather than limiting it to a finite group within an email thread that may or may not know exactly what they’re talking about.
I hear and read a lot about innovation and ideation in the context of social collaboration - enterprise solutions are driving these important business activities through purpose-built tools, and companies that embrace them are seeing great results. While innovation is critical to secure a competitive position in any market, when you look at the big picture, these types of tools within social collaboration are really empowering employees to drive the growth and success of the company. When anyone and everyone, no matter what position they hold, can propose fresh ideas that gain accolades from their peers and leaders – and are acted upon, they feel they contribute and add value in a meaningful way, which can make a big difference in retaining top talent.
So what is the ROI of these outcomes? I couldn't tell you. But it sure makes life at work a lot less painful.
How has working out loud helped your company?