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32 Posts authored by: Libby Taylor

Dear Jive Customer,


By now you’ve heard the announcement that Jive has entered into a definitive agreement to join the Aurea family. This change is a natural source of uncertainty, and may be raising questions for you and your teams.


Recognizing that, I’d like to take a moment to welcome you, and let you know how excited I am to get to know you.  I’ve already had the opportunity to meet many of you at this week’s JiveWorld, and hear the compelling stories of how you have deployed Jive within your companies.


I would also like to address why we believe this is both a meaningful advance for Jive and its products, and an exciting opportunity for you.


Let me start by sharing a bit of background on how we operate as a company. Aurea has developed a strong track record of successfully integrating and strengthening enterprise software companies.  Our operating model – expanding the investment in products and focusing on installed base client success as the basis for growth – has been the enabler of success at each of the roughly dozen software companies we have acquired in the last five years.  We’re confident this will be the case with Jive.


The combination will also create increased scale, nearly doubling the company in size to more than $500MM in revenue.  We believe this increased scale will enable greater R&D muscle to enhance our pace of innovation.


Another benefit of our operating model is that we are privately held. And as a private company, we are afforded the opportunity to think and invest long term, even when those investments may not yield immediate impact. This contrasts with a potentially constraining focus on shorter-term shareholder returns and all the tradeoffs it forces on companies.


Lastly, and perhaps most importantly, is the strategic fit we believe this represents. By bringing our two companies together, we will make the Jive interactive intranet and customer engagement solution key pillars of the Aurea customer experience vision.


While the transaction isn’t expected to close until June 2017, my team and I couldn’t be more pleased to welcome you to the Aurea family. It’s an exciting moment for us, and I look forward to having the opportunity to meet you in the coming weeks and months.






Important Additional Information and Where to Find It

In connection with the proposed acquisition of Jive Software, Inc. (“Jive”) by Wave Systems Corp. (“Parent”), Jazz MergerSub, Inc. (“Acquisition Sub”), a wholly-owned subsidiary of Parent, will commence a tender offer for all of the outstanding shares of Jive. Such tender offer has not yet commenced. This communication is for informational purposes only and is neither an offer to purchase nor a solicitation of an offer to sell shares of Jive, nor is it a substitute for the tender offer materials that Parent, Acquisition Sub and ESW Capital, LLC (“Guarantor”) will file with the SEC upon commencement of the tender offer. At the time that the tender offer is commenced, Parent, Acquisition Sub and Guarantor will file tender offer materials on Schedule TO with the SEC, and Jive will file a Solicitation/Recommendation Statement on Schedule 14D-9 with the SEC with respect to the offer. THE TENDER OFFER MATERIALS (INCLUDING AN OFFER TO PURCHASE, A RELATED LETTER OF TRANSMITTAL AND CERTAIN OTHER TENDER OFFER DOCUMENTS) AND THE SOLICITATION/RECOMMENDATION STATEMENT WILL CONTAIN IMPORTANT INFORMATION THAT SHOULD BE READ CAREFULLY AND CONSIDERED BY JIVE’S STOCKHOLDERS BEFORE ANY DECISION IS MADE WITH RESPECT TO THE TENDER OFFER. Both the tender offer statement and the solicitation/recommendation statement will be made available to Jive’s stockholders free of charge. A free copy of the tender offer statement and the solicitation/recommendation statement will also be made available to all stockholders of Jive by contacting Jive at or by phone at (415) 580-4738 or (650) 847-8308, or by visiting Jive’s website ( In addition, the tender offer statement and the solicitation/recommendation statement (and all other documents filed with the SEC) will be available at no charge on the SEC’s website ( upon filing with the SEC. JIVE’S STOCKHOLDERS ARE ADVISED TO READ THE TENDER OFFER STATEMENT AND THE SOLICITATION/RECOMMENDATION STATEMENT, AS EACH MAY BE AMENDED OR SUPPLEMENTED FROM TIME TO TIME, AND ANY OTHER RELEVANT DOCUMENTS FILED WITH THE SEC WHEN THEY BECOME AVAILABLE BEFORE THEY MAKE ANY DECISION WITH RESPECT TO THE TENDER OFFER BECAUSE THEY WILL CONTAIN IMPORTANT INFORMATION ABOUT THE PROPOSED TRANSACTION AND THE PARTIES TO THE TRANSACTION.


Forward Looking Statements

This document contains certain statements that constitute forward-looking statements. These forward-looking statements include, but are not limited to, statements regarding the satisfaction of conditions to the completion of the proposed transaction and the expected completion of the proposed transaction, as well as other statements that are not historical fact. These forward-looking statements are based on currently available information, as well as Jive’s views and assumptions regarding future events as of the time such statements are being made. Such forward looking statements are subject to inherent risks and uncertainties. Accordingly, actual results may differ materially and adversely from those expressed or implied in such forward-looking statements. Such risks and uncertainties include, but are not limited to, the potential failure to satisfy conditions to the completion of the proposed transaction due to the failure to receive a sufficient number of tendered shares in the tender offer, as well as those described in cautionary statements contained elsewhere herein and in Jive’s periodic reports filed with the SEC including the statements set forth under “Risk Factors” set forth in Jive’s most recent annual report on Form 10-K, the Tender Offer Statement on Schedule TO (including the offer to purchase, the letter of transmittal and other documents relating to the tender offer) to be filed by Parent, Acquisition Sub and Guarantor, and the Solicitation/Recommendation Statement on Schedule 14D-9 to be filed by Jive. As a result of these and other risks, the proposed transaction may not be completed on the timeframe expected or at all. These forward-looking statements reflect Jive’s expectations as of the date of this document. While Jive may elect to update any such forward-looking statements at some point in the future, Jive specifically disclaims any obligation to do so, even if our expectations change, except as required by law.

Corp memory small.jpgBreaking down silos requires more than just software – it requires a change of mindset. Up until now we have been trained to work independently and share our work only after countless drafts. When we come across something outside our expertise, we do the research and find the answers for ourselves because we don’t know who to ask. What if we could collaborate to bring in other experts, build on the work of others and have the support to improve speed and productivity?


We can’t change the way we work if we can’t change the way we think about work. In the article Corporate memory: the secret ingredient for success in the ‘age of the customer’ John Schneider, VP of Product Marketing, explains strategic ways to rethink work, as well as how to utilize collaboration software to foster corporate memory, break down silos and help your company work more effectively in cross-departmental teams. In the face of rapid change in the information age, companies face culture shock as they struggle to meet the the new customer expectation of being engaged with the company and to understand that highly skilled and specialized knowledge workers are the cornerstone of a business’ success.


It’s an issue that some have tried to solve by tossing the latest apps at their employees which only creates more noise and misalignment between them and their company leaders. In the end, it causes more fragmentation with duplicated work across the company, disjointed communication and an increase in the employee turnover rate. Even with collaboration software, it takes a dramatic evolution in the nature of work to truly understand how to connect your employees making more visible, more productive and more collaborative with other teams.


There's an undeniable advantage of integrating products so everyone can work in a visible environment without losing the freedom to use the tools they prefer. When you combine the meta-knowledge gleaned from your collaboration hub and visibility of integrated products together, you can easily pull together a powerful and productive team of experts to meet the need of a specific project. You can even take collaboration a step further by connecting your employees to your customers to engage and benefit from their feedback and advice, building a relationship that will keep your customers involved and aware of your organization.


Read the full article now to help you utilize Jive to its full potential to preserve corporate memory, build teams, relationships and drive visibility across the company whether it’s with employees or customers.

January 23rd is Community Manager Appreciation Day (CMAD) and we'd like to share a little about ourselves and learn more about you! Plus, we have a community manager JiveWorld17 special offer as a thank you below.


In JiveWorks, the majority of our members are on community teams (and we consider these people community managers) so it's an important day for us! Let's take a moment to reflect on what it means to be a community manager from two perspectives: a new community manager and a senior community manager.


Tell us your story! Fill in your own "Profile of a Community Manager" so we can celebrate the unique variety of community managers we have!


Profile of a Community Manager: The Baby
sarah nuts.jpgName:
Sarah O'Meara

College degree: B.A. in English; B.A. in Japanese

Past experience: High school teacher, administrative assistant, blog writer, editor, translator/interpreter, cash control, theater attendant, babysitter (just like every other teenager)

Skills: Microsoft Office, basic HTML and stuff, Japanese, can eat a lot of food

Unique traits: Borderline unhealthy passion for studying and learning new things, traveler, has double-jointed knees

Time as a Community Manager: 3 months,  2 weeks and 5 days


Learning what it means to be a community manager

The biggest hurdle I faced as a new community manager was trying to solve the puzzle: Why is everyone calling Libby Taylor a unicorn? As much as I love anything related to horses, it seemed a bit excessive. When I finally cracked and asked the story behind unicorns, the pieces fell into place. Why had Libby Taylor hired me? Why was I a good fit as a community manager despite the lack of "related" experience? Why do I love my job SO much?


Do you know why community managers are called unicorns? Because we are as rare as unicorns. Community managers do it all. We write, we edit, we design, we know about code and how to fix it, we are spreadsheet mavens, we are well-connected with a variety of people across departments or companies, we are leaders of the community, personable and truly care about helping people. We are a variety of jobs all rolled into one. We aren't horses, we aren't donkeys, we are gosh darn unicorns.


Not many kids grow up wanting to be a community manager. I certainly wasn't one of them. While my resume of dream careers include flight attendant (until I discovered my fear of flying), horseback riding instructor, writer, magazine journalist and Japanese/English interpreter, I have had one desire in mind: To help other people. I wanted a job where I could help others, stay busy and always learn new things. I don't think a community manager is a special set of skills, I think it's a special type of person. As much as I enjoyed all the different jobs I have done, I was never really satisfied until now. It just took me some time to realize I am a unicorn.


Profile of a Community Manager: The Senior

20140301_170349_weirdo.jpgName: Libby Taylor

College degree: B.A. in Rhetoric and Communication

Past experience: (Not including all 30 years' work experience here...) News reporter, desktop publisher, event manager, graphic designer, advertising production manager, publishing manager, logistics and fulfillment manager, printing services manager, innovation program manager, and finally community manager.

Skills: Graphic design, writing, editing, logistics, planning, program management, people management, kid raising, kitten fostering, volunteerism, can eat a lot of food

Unique traits: Super empathetic, weird sense of humor, obsession with rescuing kittens, voracious reader, health advocate / researcher and borderline hypochondriac

Time as a Community Manager: 4 1/2 years using Jive, longer with other technologies


Learning what it means to be a community manager

Anyone who has to manage a company-wide program across geographies and departments in an online world learns what it means to manage a community. That's where it all began for me. If you look at my work history, the path to community management was being built, one job experience at a time, even though community platforms didn't exist in the 1990s or early 2000s for the most part. I remember visiting Microsoft in 2001 and seeing their vision for Sharepoint and I almost lost my mind - I was so excited by what it had to offer. By the time Jive showed up at my workplace door, seeing what the community product was about, they had me at Hello. See A love letter to Jive.


Like Sarah O'Meara, what brings meaning to my work is helping people. My volunteerism has always reflected that but it has been hard to find it within my jobs. When I came to Jive, it was the first time in my life that I lived and breathed the product of the company: Jive powers human connection after all! In addition, this position allows me to help people every day, not only that, we have the power to actually help people get the information they need to really be successful with their own communities! It doesn't get better than that. You will have to pry my cold dead hands from this job, I love it so much.


Our thanks to you: special Jive 101 Boot Camp offer!

Every day, Sarah and I get the chance to be community managers to community managers. It's like making ice cream for people who love to eat ice cream and no one ever gets fat. It's not all sparkles and rainbows, but when it's good it's soooo very good! I've met people in this community for which I feel genuine warmth and loving respect but not in a weird way (am I right, Patty McEnaney and Jessica Maxson ?). It's not weird. It's real. Because community truly is about connecting to people. It's about all of you.


To welcome our new community managers to the mix, we'd like to offer any community manager a 50% discount for Jive 101 Boot Camp. Jive 101 Boot Camp is a [ARCHIVE] JiveWorld17 pre-conference day that will teach you the basics of community management, launching and re-launching communities, and get you connected with each other. It's run by myself and Sarah, along with professional services super stars and community experts (from right here in JiveWorks!). If you are interested, the Promo Code for the Jive 101 Boot Camp sign up is JIVE101CMAD. Simply enter that code at the time of registration and you'll get the discount applied!


Come join us!

For human resources, it’s the crisis in employee engagement. For corp communications, it’s the struggle to inform and align an increasingly diverse, dispersed workforce. For IT departments, it’s the challenge of digitally transforming their companies while managing a disparate, ever-growing patchwork of systems that complicates life for IT staff and business users alike.


That may sound like many problems, but when you get down to it, it’s just one: fragmentation.

Is your company news reaching all of your employees?


In a perfect world, strategic alignment would be a given. All employees would know what your company is doing, where it wants to go, how it plans to get there and how to play their part. Not only would people understand the mission, but they'd feel invested in it and committed to it. In an era where companies encourage different types of workstyles from everywhere around the globe, they're starting to experience difficulty in getting everybody on the same page. Communication is becoming fragmented, which directly affects the health of the organization.


Only 14% of employees understand their company’s strategy and direction. (Smither)


Corporate communications professionals are doing their best to bring their companies together, but they're hamstrung by aging, inadequate tools:

  • Email blasts get lost in overloaded inboxes
  • Static intranets don't get enough adoption
  • One-way communication channels decrease employee interest
  • ...And, nothing can be measured!


It's time to remove fragmentation with the right technology.


There's a way to improve communications and get the job done with new technology. In From Fragmentation To Connection, we discuss how a new kind of intranet – the interactive intranet – can serve as a digital hub, bridging the chasms that Communication teams and executives might have when trying to get the business together.


Read the eBook now: How IT, Corp Comms & HR Unite Companies With Interactive Intranets

How are you preparing for digital disruption in your workplace?


And better yet: two Jive customers made the list.


Every year, the Association of Support Professionals (ASP) recognizes the top ten best web support sites in the world. This year, our very own Jive Community, along with Esri and LANDESK's communities, were recognized in this honor.



And the crowd goes wild!


From the press release:


“What customers want is straight-forward, simple support that requires minimal effort to get the answers they need,” said Alfred Hahn, executive director of the ASP. “This honor is well-deserved for Jive, as the company provides just that—not only for its own customers but for other businesses that we’ve recognized with our award over the years. Jive’s community fully demonstrates best practices and excellence in online service, including integrated search, personalized repositories of recommended content and an intuitive, mobile-enabled interface.”


So please join me in congratulating the people that make these kinds of wins possible... each of YOU.


That's right. Without your support and passion for improving your own communities, we here at the Jive Community wouldn't constantly be striving to make the support process and product even better.  Special shout out goes to the community managers and their teams at both Esri and LANDESK.


Check out the full announcement to bask in the glory: Jive-Powered Communities Recognized in 2016's Top Ten Web Support Sites 


And here's to seeing more Jive-powered communities make the list next year!

Today we officially unveiled to the world all of the great new features packaged in our 2016.2 cloud release! This new collection of features for Jive’s innovative cloud-based Interactive Intranet and Customer Community solutions help people get their work done faster and with more insight, while putting them at the center of their organization’s knowledge. Jive’s enhanced WorkHub allows companies to strengthen and easily leverage their biggest asset—corporate memory—wherever and whenever they need to.

Image of Jive's new innovative features

Jive’s unified WorkHub puts You at the center to fuel your organization's corporate memory


A special thanks goes out to all of our customers who put their words of excitement and support behind this important launch. Here's what they had to say:


  • "Jive's new personal analytics are important innovations to their solutions as they will not only help people see how active they are in the platform, but also how their content is resonating with other users. I believe this view into members' own impact on the community will increase the strong engagement we are seeing at Cox." — Candida Rodriguez-Lee, enterprise community manager at Cox Automotive


  • "I'm looking forward to the new personal insights in Jive's latest cloud update. We're eager to see how this new feature may change the behavior of our colleagues as they measure their personal impact in our community. In addition, Jive's new profiles are much more visual and provide faster access to a colleague's biography and expertise." — Dina Vekaria-Patel, community manager at Pearson


  • "We're excited about Jive's innovative new events functionality, which will deliver amazing time savings because we use events heavily within our community. Jive understands our needs, and is meeting them by delivering updates like the ability to highlight both internal and external speakers, create a copy of an event, and include a time zone—all of which are more streamlined ways to relay information to our members." — Brett Carpenter, social community manager at Relias Learning


  • "I'm excited about the introduction of personal analytics in Jive's latest release. This will allow our employees to see their individual impact, and inspire them to share more of their stories and experiences in the community—an important focus at our company." — Lori Harrison-Smith, enterprise community manager at Steelcase


  • "The latest enhancements in Jive's user experience allow us to spend our time focusing on what is most important—the content in our platform. In particular, every step taken in deepening the underlying analytics means that our users, community managers and the Jive system itself can use real data to decide what to target next and where to improve. Through ongoing engagement with customers like us—in user groups, in beta programs, and in its own customer community—Jive's transparency stands out, and we appreciate seeing regular new releases that incorporate our feedback and continue to excite us." — Andy Yates, technology strategy and innovation principal at ThoughtWorks


To learn more about this important release, read about it on our website: Jive's Latest Feature Release Drives Productivity and Engagement


More information in the Jive Community:

Personal Insights - 2016.2 Deep Dive


Elisa Steele Jive's CEO, spoke today on CXOTalk about how social collaboration can create a connected workforce as well as connected customers. "At Jive, we believe in the power of human centricity and we make technology that helps people work better together" said Elisa.


At the heart of every company lies a passion for doing something different. For Jive, we want to change the way people work together.


Elisa explains that changing a company's culture is possible. First, accepting different workstyles and ways of thinking is important as is giving employees the tools to work across that spectrum. Next engage and empower employees at every level to drive a more transparent culture. Finally, work on digitizing and engaging with customers in order to really understand what their challenges are and how they perceive your brand.


Highlights include:

  • How collaboration technology helps build customer relationships
  • How can we transition digital technology from the personal world to the enterprise world (both internally and externally)
  • How collaboration technology can help solve business problems


Watch the interview now:




Let us know what you think!


Let's face it, life is precious and time is short. We live in a crazy breakneck-speed world where work-life balance is tough to find. Commuting to work takes hours instead of minutes, meetings occur at every hour of the day and there are no real "days off." In my opinion, something has got to give if we are to avoid collectively losing our minds and breaking our souls. Luckily, many companies are beginning to align their corporate values and employee productivity tools to allow employees to better manage their work and their lives.



Is this your view in the morning?


We still have a long way to go. I hear friends talk about working until midnight or commuting for three hours in one direction. I honestly don't know how they do it. I know I couldn't. You see, I'm at a time in my life when I've lost my ability to compartmentalize. It's not work... then home... then family... it's all one big squishy bucket called life. My work and my life needs to be manageable together. In fact, rather than work-life balance, what I really need is work-life integration.


Case in point: this morning. I woke up at the crack of dawn to make sure my teenage son was up and getting ready for school with enough time for his 7:30 am drop off. My daughter needs to get to school by 8:15 am so I had a little more time with her. My remodeling contractor and electrician were also due at my house at 8:30 and 9 am respectively. So I'd have just enough time to drop off my son, return home to answer a few emails, drop off my daughter, then return home again to meet the contractors. After that, I had a JiveWorld team meeting at 9 am, a community meeting at 10 am, a meeting with a vice president at 11 am and another meeting at 1 pm. Sprinkle in a handful of video meetings with people in Portland, Austin, San Diego, and Denver. It's pretty obvious that there was no room in my morning for an hour-long commute to Jive's Palo Alto office.


This is the most precious moment of my day.


Sure, I could hand off my kid-care duties to other parents or friends. But if you have teenagers you know that getting them to actually talk to you (and not simply rely on interpreting their Instagram feeds) is GOLD. And the time that they are mostly likely to chat is when you are both slightly focused on something else, like driving to and from school. There's no way I would trade these precious moments of insight into their worlds in order to find time for a commute to the office. And while the remodeling part of my life will go away eventually, there will always be something to interrupt the flow of an 8 to 5 workday in the office.


Some people argue that the eight hour work day is dead; that it is a product of a previous generation where light and technology and health care plans needed to be corralled together for the greatest good. It hearkens back to a time when most workers needed direct management in daily cog-tightening and conveyor belt rolling. With the advent of many new technologies, the movement to more knowledge management workers to the workforce, and increasing numbers of freelancers on the payroll, people are finding they can bring more balance to their work life by making up their own hours and managing their own careers. The focus is more on an employee's results as opposed to how many hours they spend in the office.

instagram desk.png


I believe that Jive is leading the way in shifting the way that people work. Our company leaders value work-life integration: being able to balance life responsibilities while still getting work done. We've made that obvious with posts like Heart over Headquarters | Elisa Steele | LinkedIn and Exceptional Culture Shapes Exceptional Products. With its unique combination of culture and products, Jive employees can choose their own workstyle and the resulting differences are supported.


Here are three key ways that Jive's company culture makes balancing work and life possible:


  • Work WHERE I need to be. As mentioned above, there's little chance I can be in the office by 8 am. The only way I can optimize my time working and still be able to be there for the rest of my duties is because I can work where I need to be. What makes that possible? Besides the company culture, Jive offers a system of tools that work together to make it easy to connect, communicate and collaborate while I'm waiting to pick up my kids from school, at my desk at home or in the Palo Alto office.
  • Work WHEN I need to work. As a community manager, I need to be able to work around the clock without actually working around the clock. I'm able to address employee queries at 7 am from my Jive Chime application on my phone. Then after taking the kids to school, I can log into the Jive Community to write blog content or answer community questions. Later on the same night, I'll connect to the Jive Cloud Admin in order to update the community after most users have logged off.
  • Work HOW I need to work. You hear it every where you go, the future of everything is mobile. While I draw the line at taking video calls while driving, I do appreciate the fact that nearly everything I need to do for my job is possible on mobile. I can pop my phone in my back pocket while walking my dogs and know that people can contact me on Jive Chime for community help. Now that we are on Jive version 8, we're optimizing each place in the Jive Community to be mobile friendly, so connecting to member discussions and questions is easier than ever. And if I need an update on the latest company priorities? That's mobile as well with the Jive Daily app. Finally, if I need to find someone to answer a question, I carry the company directory in my pocket with Jive Circle.


And yes, all of my mobile devices are pink because that's also part of my #workstyle.



My work-life integration has come a long way in the last few years. Every day I thank my lucky stars that I work for a company like Jive.


Do Jive's platform and tools help you to create a more balanced schedule and life for yourself? I'd love to hear how work-life balance is working out for you.


And for your further enjoyment, I like to call this... "Car Dancer and the Jibberjabber"

You need more fun. C'mon now, we ALL need more fun.


Here at Jive, we bring the fun in so many ways. From excessive cat gifs, to beer all the time, from wacky bikes to office gorillas. We love to express ourselves.


This guy has an awesome workstyle.


For me, my workstyle is all about working where I need to be. I wear all of the hats: mom, breadwinner, homeowner, chauffeur, community manager, cook, stylist and dog walker. If it needs to get done, I'm there to do it. But that means I need to be all over the place to pull it off. Work needs to be where I AM, not the other way around.


I work in the car and on the train.


Jive lets me wear all of the hats and get it done where and when I need to. In fact, we are launching a campaign to bring awareness to this important topic. Check out our new Workstyle web site and see all of the ways that Jive supports how people get work done. You'll laugh, you'll cry, you'll want more Jive.


Here's my #workstyle video snippet. 



Join the #workstyle movement today!

How? Share your own workstyle pictures or videos on your favorite social channel with the hashtag #workstyle.


The Workstyle Movement is happening. Visit our  web site to explore workstyle resources and events. You can see the other Jive employee videos as they are posted to social at the bottom of the page. You can join in by taking pictures or videos that show off your personality and way of working, then posting them on your social channels and tagging them #workstyle.


Come be a part of the #workstyle movement!

Best practices for community management: Six-months old and beyond


This blog is Part 3 in the three-part series on Community Management Best Practices. In this blog series, we will address some of the key activities that should be a part of your community planning, launch and ongoing growth. See Part 2:  Best practices for community management: Launch to six-months old.


1. Develop a plan for continuing adoption. Often times, we are so focused on a launch that we forget to reexamine how adoption needs change as a community grows. My favorite approach to growing adoption is to examine the use cases in a community then determine what really compels people to utilize the community. It can be tough to grow adoption when the use cases are not compelling to the users. So before you develop an adoption plan really examine your use cases and make them as strong as possible. Here in the Jive Community, our main use case is for customer support. Using the Jive Community is the only way our customers can get support. I'd say that's a pretty compelling use case. Adoption in that regard is relatively easy. For details around adoption for a social intranet use case, check out this blog: What's In It For Me? An Adoption Strategy for Your Social Intranet



Engage users and increase adoption by closely examining your use cases and determining "what's in it for them"


2. Create a feedback channel. Happy users are engaged users. Community members that feel heard are also more engaged. By creating a feedback channel for your community members, you can find out first-hand how your users feel about your site as well as get really good information about ways to improve your community as well as your products and services. You can use the Jive ideas function for collecting feedback or you can create a place specifically geared towards feedback in the form of discussions. Either way, be sure to let your users know about the feedback channel and encourage them to let you know how you're doing via periodic surveys or polls.



Find a way to collect feedback in your community either through a dedicated place, feedback form, or regular polls and surveys.


3. Develop an advocate or champion program. Not all community members are created equally. You will have super users and place owners who are naturally more vocal and more excited about your community. Enlist those people as advocates or champions to assist other members and help launch use cases. Champions will need a set of super-user permissions as do sub-administrators, and moderators. Once you've figured out what "social groups" you have in your community (such as champions, moderators, community managers) you can develop specific sets of permissions for each and add individual members to the permission groups. Jive allows for a variety of ways to slice and dice user permissions: from space permissions, to social group permissions, to system settings that control community member activities. Since this is more of an advanced topic, I'll make this a future blog post for sure!


4. Assess your audience to make sure you're meeting their needs. There are a few different ways you can get a demographic assessment on your community members. For external communities, you might map user emails to your Salesforce database to determine if they are customers, prospects or partners. For internal communities, try mapping users to your employee LDAP directory to determine things like length of employment, geographic location or company department. This information will tell you whether you are posting the right content, posting it at the right times, or whether you need language translation for certain documents or blogs. Let your user demographics tell a story of what they want and need based upon who they are.



Demographics tell a story in a community: what does your say?


5. Develop an ongoing road map. In Part 1 of this blog, we mentioned building a governance and support team. With their help, you can build a community road map for the coming year which features your new use cases, any ongoing maintenance or improvement activities, technology updates, and regular reports. Use this road map as your dashboard to showcase your strategy moving forward, help focus where you spend your resources, and hopefully get additional support from your company. Building a road map can be tough work. Luckily Jive has a team of social strategists who have done this a million times. And by a million times, I mean A LOT. You can get help for building a road map from any of the folks over here in Aurea Professional Services.


6. Regularly clean up old places and content. Old places and content will always be my nemesis. The least-liked item on this list, clean up is a necessary yet tedious activity. Determine a way to regularly assess your places for any place not showing any activity for a certain period of time. Also consider implementing a process where content is regularly marked as outdated by content curators or community advocates. Conducting regular cleaning will help users stay connected to the active places and content that really matters. This blog Tips for Cleaning Up Your Community written by community member Dennis Pearce can help get you started on this task.


While this list is hardly conclusive, these are the top activities that will get your community well on its way to optimal health and world-class status.


If you'd like to know more about any of these topics, please comment below!

Best practices for community management: Launch to six-months old


This blog is Part 2 in the three-part series on Community Management Best Practices. In this blog series, we will address some of the key activities that should be a part of your community planning, launch and ongoing growth. See Part 1:  Best practices for community management: Pre-launch.


In the first six months of your community, there are several critical activities that need to occur to help ensure success. Hopefully at this point you are well prepared for your community launch. The items below can be done the month before launch or around the same time as the launch itself, depending on how much of a planner you are.


1. Create a content plan and editorial calendar. It's not enough to rely on user conversations for your community's content stream. How-to documents, product road map updates, thought-leadership blogs, or any blog that informs and entertains (see blog tips) can go a long way towards engaging users and communicating key information to your community members. Curating content in your top places is a must-have activity lest the featured content becomes stale. Organizing content in meaningful ways within a place and pointing users to important content that already exists is part of this activity. Also, be sure to name content for easy searching and tag content with the applicable key words and phrases. At the end of the day, your editorial calendar should ensure that you are providing your audience with regular doses of content without leaving too much empty space for the crickets to chime in. I promise to write a blog on this topic soon.


Thoughtful content provides value for the audience.


2. Create a communication plan. Different from the content mentioned in #6 above, community communications consist of community maintenance alerts, upgrade notifications, advertising new places, contest promotions and the like. Specifically for your community launch, you will have targeted communications about joining your community, how to login, and first steps to take once members have joined. Many of these communications will point to content that you've developed in your content plan and calendar. One of my favorite things to do is to write a blog on a subject, then create a short communication that points to the blog. Communications come in the form of System Announcements, Welcome emails, or other short formats. Make sure you are considering the different audiences in your community with the messages that pertain to them. Scheduling communications can happen on a scheduled or an as-needed basis. Be sure to consider the communication needs of both internal and external audiences if you are managing an external community. Examples of communication templates can be found in the Jive-n 8 Upgrade Planning Guide in the Jive Customers group.


3. Completed profiles equals connected users. It seems like such a small thing: a completed profile. Yet when community member profiles are incomplete or lack information, connecting users to one another becomes more challenging. How can users find an expert in a certain field if profiles are empty? For more details about why profiles are important in online communities, check out Jive's internal community manager blog on the subject <link>. Consider running a profile completion campaign where everyone with a completed profile by a certain date gets entered into a drawing to win a prize.  The prize could be monetary like an Amazon card, an iPad, or could be something as simple as lunch with an exec or a covered parking space in the winter. Here's why community profiles are important: The specified item was not found.


A completed profile can tell you a lot about a person.


4. Create a community help center. I have yet to manage a community that didn't need a help center. Let's face it, the wonderful world of an online community can be confusing and daunting to first-time users and anyone not comfortable jumping on the latest technological wave. Some basic how-to documents as well as short demo videos are a good idea in a The specified item was not found. space. Most importantly, create a simple document explaining the first 3-5 things you would like every community member to do. Keep it simple and include pictures. Once people get their feet wet doing small tasks in your community, they are more likely to try something on their own. Some communities require even more robust help centers. Here in the Jive Community we have Jive Support Resources paired with the Jive Knowledge Base and The specified item was not found.. Get your knowledge on! For more information about using Jive's Support Center in your community, check out: Deep Dive: Support Center.


ThinkstockPhotos-179335356 (1).jpg

Provide your community members with a place to get help and guidance for getting started.


5. Monitor the community. Actively listen to your community. Keep an eagle eye out for unanswered questions, critiques of your company, anyone possibly stirring up trouble like dissatisfied employees and spammers love to do. Also keep watch for really great discussions that could be propagated among other places, used to show community engagement or re-purposed as a company testimonial. Be sure to share any discussions that need additional input with the experts inside your company. Getting people the answers they need is critical to successful community engagement. Here's how social listening is critical for crisis communications: Crisis Communications in the Social Age



Listen in on community discussions in order to fill the gaps with answers or experts.


6. Review what success looks like. In part 1 of this blog, you came up with some ideas of what success looks like for your community. During the first six-months you should revisit these goals and decide if they are working with what you are actually seeing happen with your use cases. Often what we think is a strong use case can end up transitioning into something else entirely based upon the real needs of people in your community. By being flexible with what you consider "success" to be your community can adapt and evolve based upon the needs of your members. This blog contains some great basics for measuring your community success: The specified item was not found.


Stayed tuned next week for Part 3 of this blog series, Community Management Best Practices: Part 3

Everyday I experience first-hand the passion our customers feel about Jive. Today's example of such passion: the [ARCHIVE] UnJiveWorld 2015 Conference. 


Due to a change in scheduling our yearly conference JiveWorld, we ended up having to skip the calendar year 2015. The response was incredible. Not only were customers missing JiveWorld as a part of their Autumn community activities, they went so far as to purpose creating their own JiveWorld to fill the gap! And thus, the idea for UnJiveWorld 2015 was born.


What is UnJiveWorld?


According to Mahal Torres, Bay Area User Group leader, "In an attempt to build on the momentum from last year's JiveWorld, the Bay Area User Group steering committee (specifically John Summers) came up with the idea to have an UnJiveWorld all day event sometime during the 2015 calendar year."


Using the Jive Community as a base for collaboration, Mahal and the rest of the Bay Area User Group collaborated on how they thought this could all come together.


"My thought was that UnJiveWorld could include mini-presentations by members of the users group, based on use cases rather than technology, so we can share how we are using the platform to meet use case business goals," stated Kathleen McMahon. "For example, in my case, I'm an external support community and my main use case right now is an obvious one: call deflection. So I could do a mini presentation on how I'm using Jive to that end and what challenges I've faced, etc. And we could do a bunch of use cases for both internal and external."


The final proposal consisted of bringing together customers and partners who could speak on different topics of interest to the community. As a result, the [ARCHIVE] UnJiveWorld 2015 place was created where members from across the community can contribute ideas they would like to see covered in the unconference agenda. Members then vote on these ideas in order to generate the final agenda.


Submit your idea for UnJiveWorld! Simply follow this template and submit an idea here.


Even though UnJiveWorld is the brainchild of the Bay Area user group, anyone who is interested can attend. For information on how to sign up, check out Save the date: Bay Area UnJiveWorld Conference October 15, 2015 in Santa Clara, CA or click on the Register to Attend link below.


Register to Attend



Thursday, October 15, 2015



8:00 am - 5:00 pm : Unconference

6:00 pm : After party (location TBD)


Unconference location

Hitachi Data Systems

2825 Lafayette St

Executive Briefing Center Lobby - MAP

Santa Clara, CA 95050

Customer host: Michelle Groff Burling


Some top session ideas include:


A special shout-out goes to the Bay Area User Group planning team including: Mahal Torres, Kim Nelson, John Summers, Madalina Papacica, and Kathleen McMahon. At this time, several partners are sponsoring this event as well, including JCS Consulting and Bunchball.


Learn more today!

Best practices for community management: Pre-launch


This blog is Part 1 of a three-part series on Community Management Best Practices. In this blog series, we will address some of the key activities that should be a part of your community planning, launch and ongoing growth.


Let's face it, community management can be a sticky subject in some companies. Heck, some companies don't even think they need a community manager for their site! Here at Jive, we know there are some basic activities that will keep your community in great shape during the early phases as well as into the future. I'm going to share our top practices around the subject of community management.


Let's get this list going, starting with the most obvious:


1. Hire a community manager. A community, by its very definition, will contain people. People are living, breathing, questioning, noticing, and needful beings. I often liken a community to throwing a party or a running a hotel. Would you build a hotel and not hire a hotel manager? Would you throw a party then not stick around to make sure that people are fed, everyone has a drink, that folks are having fun? You need a community manager to make sure that you are accomplishing the major goals of your community and at the same time keeping your community members happy and connected. See: How to write a Community Manager job description Having a community manager on board is important to pre-launch planning activities as well as the ongoing health of your community. Don't breeze over this step. Stop right where you are and hire one right now.


ThinkstockPhotos-480893984.jpgFinding a community manager can be challenging but is well worth the effort in the long run.


2. Train your community manager. Every community has its own quirks, training your community manager in the details of your community is crucial for setting them up for success. What kind of things am I talking about? It could be as simple as educating them on the particulars of the system settings (are status updates turned on or off). If your community manager has experience in some areas of community management but not others, don't leave them to be blind-sided on the things they don't know to watch for. Training a CM can be done by the social and community team at your company (if you have one) or by the technology managers who are responsible for the system. You can also get the basics of CM training available here in the Jive Community (more modules in this training course are coming soon). Since Community Managers communicate to members on a wide variety of topics, they should also have a good handle on the culture of your company and have a strong understanding of your company's priorities and products.



Take time to train your new community manager and it will pay off in the long run.


3. Establish the purpose and goals for your community. If you haven't done this already, establishing the mission, purpose and goals is a critical first step in community building. What is your community all about? What objectives is your community trying to achieve? Since priorities change over time, it's good to revisit the purpose and goals to make sure your community is still on track. If not, make adjustments. Anytime you bring a bunch of human beings together things can grow and change in organic ways. Be sure to stay in touch with what your community needs and how that maps to your company's priorities. More about creating a compelling Missions Statement for an internal community in this interview with Rachel Duran The specified item was not found.


4. Gather a community support team. Don't go it alone. Even if you are a community team of one, you can always establish a governance team or working group to help balance out the workload in your community. An official governance team is a great idea whenever challenging decisions or road map plans need to be made. A community working team is also important for fulfilling particular tasks such as site administration, moderation, subject matter expertise, gamification and content curation. Another great way to build up your community is by creating an advocate network. Advocates are active, engaged users that can act as your feet-on-the-street to help train users, answer questions, identify new use cases, and evangelize. For some really great blog posts on the topic by Claire Flanagan (past Jive customer and current Jive director), see Community Advocates: Your Secret Weapon in Going Global and Viral.



A community team can help balance out the workload of your community.


5. Prioritize your use cases to design your site. Strong use cases are the foundation of your community. I honestly believe that the success of any community is dependent on the strength and solid planning of the use cases themselves. Some really obvious use cases for external communities are for customer support and product feedback. For internal communities, employee on-boarding or employee support are key use cases. Since use cases are unique for each community, it's a good idea to engage an expert in the development of your community strategy. Aurea Professional Services and our Partner Community both offer this kind of strategy service. Or you can talk to other community managers (from both The specified item was not found. and External Communities) to find out what they are doing. Before your community launches, you should have some key "call-to-actions" related to your use cases built into the home page of your community. For more details on designing the look-and-feel of your community and home page development, see How to Design Your Jive community


6. Figure out what success looks like. Determining the metrics of success for your community is critical at any stage of community development. What is considered success during your community's first six months will be different than what you choose to measure after a year or two. You can measure both deep and wide when it comes to analytics so be sure to really spend some time thinking about what your community objectives are and how they can be measured rather than reporting on arbitrary numbers. Success metrics can be simple for the top level of your community (active members, growth in membership) and more complex as they related to specific use cases (active users versus contributing users, number of questions answered, support calls deflected, etc). For more info on Advanced Measurement tactics, watch this video from JiveWorld14: Advanced Measurement: Proving Business Value to Expand or Sustain Your Community


While this is just a short list, these are good practices to get your started before your community launches. What would you include in this list that I missed? I'd love to hear from you!


Stayed tuned next week for Part 2 of this blog series, Community Management Best Practices: Part 2



So you want to write a blog?


That's fantastic! As community managers and evangelists, we are often in the position of blogging in our own communities. In fact, you might want your community experts and advocates to feel empowered to write blogs about their subjects of expertise and their passions as well. Blogs are a great way to tell a story, educate your readers, and have fun!


Here's the thing: all blog posts are not created equal. Depending on the voice, the sentence and paragraph length and the value to the reader, a blog can be incredibly engaging or totally miss the mark. Since we want all blogs to be amazing and create connections with our customers, prospects, and others, I've come up with these five tips for successful blog posts.



Five tips to better blogs


1. Use the title to communicate value

What will readers get from the blog? Your title should clearly communicate to readers why they should read the blog and what they will get from it in the fewest words possible. See the title of this blog? Pretty clear, I hope. I want to help you all become amazing bloggers and so I came up with a short list of things to do to help you with that goal. I could've called the blog "Let Our Voices Be Heard" but that wouldn't really communicate what you're going to get from this content, would it? And since SEO is an incredibly important thing to consider for blogs, so be sure to connect with an SEO expert to see if your title can be optimized. See The specified item was not found.


2. Write in your talking voice

When writing a blog, it's more engaging to communicate in a casual personal tone. Blogs should be written in the first person (I did this, you can do that). You should be able to visualize speaking the blog to a person and them hearing it as part of a conversation. If your writing tends towards the news article style, a good tactic is to record yourself explaining to a real person what the article is about. Then write that down and it can become a blog.


3. Use lists, short sentences, short paragraphs, images

People do not have tons of time to read these days. And a whole bunch of readers are scanners. Be sure to write your blog with scanning in mind. Lists are a great way to pull content together in an easy-to-scan format. For paragraph style, break long sentences into shorter ones, be sure to organize sentences into topical paragraphs. A paragraph should be around five sentences long. Double space between paragraphs and break them up with subheadings that catch the readers attention. Add images to break up text and add visual interest.


4. Provide value to the reader

Writing a blog to get something off your mind is fine, but even better is to figure out how your thoughts can be helpful to your readers. You may have a great story to tell, but be sure to link it to some take-aways for your readers. Take some time to think about who your audience is and what they care about. Then be able to answer the question: why should the reader care about this blog and what's in it for them?


5. Finish off with a call to action

What's the final take away? Do you want readers to attend an event, read something in greater detail, watch a video or download a white paper? Even if the call to action is more conceptual (such as asking readers to consider the ways they can use your product) that's okay too.


While this list is not all encompassing, these tips are a great way to get started and to be sure you are hitting the big marks for blogs.


Try your hand at a blog today!


I'd like to challenge all of you to give these tips a try and write a blog this week.

  • Take a subject you feel passionate about and tell your story in your community.
  • Review and edit your blog to cover the tips above.
  • Collect feedback. Find a writer you admire in your own community or company and ask them to review your piece.
  • Determine the best place to post your blog. Depending upon the content and subject matter, your blog could end up on your community, on LinkedIn, or your personal blog channel. You can even try your hand at blogging in our The specified item was not found. blog channel here in the Jive Community. I'll get to review your blogs before they are posted. Guidelines are here: Blogging Guidelines.


And remember to have fun!


NOTE: If you would like to use this post in your own community to help encourage bloggers, feel free to copy and paste! Simply add a line attributing the content back to me here in the Jive Community. Thanks!

When I say the word "brand" are thinking... whatever, who cares? That's easy enough to understand if I was talking about another logo or another set of corporate colors. For Jive, our motto of Connect, Communicate and Collaborate needed to come alive. And it did on canvas.


Only Art is Human


For Jive, our brand is something we live and breathe. It's part of what makes us Jive and makes us human. It was with those thoughts in mind that we launched a new brand last year which was the result of an online collaboration between artists. A group of fine artists came together to collaborate on making their pieces work together regardless of the medium. Some artists used canvas and paint, others fabric and some were digital. In case you missed that story, you can read more about it here: Only Art is Human: The Story Behind Our New Brand - Jive Software



You'll notice some of the art above in our community headers and textures


Turns out that we won an award for this brand approach: Jive Wins 2015 PR Daily Award and Unveils the Jive Canvas Project - Jive Software and it kicked off another great activity for our offices, the Jive Canvas Project.


Art Brings Us Together – The Jive Canvas Project

The exciting thing about our brand identity is that it continues to evolve. It lives and breathes as our Jivers and our community provide input and break out their own inner-artist to paint a picture of the Jive brand.


Such was the case a few months ago when we decided to take three core attributes of Jive — connect, communicate and collaborate — and do something unique and fun—and totally outside the usual day-to-day activities of a global tech company. We celebrated them.


Last fall, across the U.S., U.K. and Israel, Jive employees took their creativity and the passion for what they do, and turned it into abstract art. Each location worked together to produce their interpretation of the Jive brand on canvas.


The thing is, we’re used to working together across continents, without borders. But the outcome of this project—seeing an actual, physical example of our collaboration? It was even cooler than we’d imagined.


How we did it


As with all good things, the Jive canvas project kicked off with a festive happy hour in each office. Jivers were then equipped with blank canvases, acrylic and tempera paint, brushes, markers and other tools aimed to release their creative mojo. Soon, people from all parts of our business—co-workers whose paths wouldn’t naturally cross—were collaborating, talking and literally getting their hands dirty.


I hope you enjoyed this story behind the Jive brand.

May it inspire you to use your communities in surprising ways to connect, communicate and collaborate!

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