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6 Posts authored by: mathew.ladd

Holy cow, what a morning! Screen shot 2013-10-24 at 12.26.12 PM.png During the keynotes today, we covered upcoming features of Jive Cloud and discussed our all new release of the Cloud in early November!  We've revamped quite a few features this year designed to keep Jive users ahead of the Social Software curve.  Everything from Portraits being redefined, to new Social Collaboration and Enterprise Social Network building has been incorporated in our updates.  Here's a quick breakdown of some of the new upcoming features in Jive Cloud that you won't want to mess:


Portraits Redefined

  • Jive's social Directory - A new and simple way to find experts and source talent from inside your company.  Employees can now endorse colleagues' skills, ultimately making it easier than ever to find the person with the right expertise for any job you need accomplished.  These new expertise identification capabilities can be used by employees to find experts they need.  A great example is creating new groups or projects; Jive auto-suggests colleagues that match the needed talents.  Additionally, Jive's profiles now offer a 360-degree view of fellow employees, including how they are connected within their organization, their professional experience, their most impactful contributions, trending content and recent activity, plus a gallery view of any uploaded photos!
  • Impact Metrics - Executives and information gurus can view how their internal blogs and strategy documents have been received internally and externally, including sentiment analysis, readers, departmental message effectiveness, and who's actions have driven the distribution and improved message reach.
  • Portal Platform - Easy to customize, helps individual departments within a company build better dynamics, engaging portals in minutes for improved employee enablement, support for self-help use cases, and team coordination.  Pretty amazing stuff!


Social Collaboration and Enterprise Social Network

  • Real-time messaging - Now embedded directly within the Jive platform, employees can initiate 1:1 or group real time conversations that carry through seamlessly for offline users, or they can see who else is viewing the same documents they are and start a virtual hallway conversation right in context.
  • The Social Task System - Direct Producteev integration within the Jive platform.  Users can easily create, assign and schedule tasks within Jive, including notes, blogs, projects, profiles, spaces and groups. Additionally, users can now create tasks in-line in emails and direct them to the Jive community, providing easy tracking for the sender and checklists for recipients, ultimately reducing lost asks and removing the need for nagging follow-ups.
  • Google Drive and Gmail - Similar to Box for file storage, users can now access Google Drive directly from Jive.  Bi-directionally sync Jive to Drive to comment, mark final or needs actions, make decisions and ask questions related to a document stored right on the Jive platform. Or, work on files in Drive while still connected to all the talent and resources of the company. Not impressed yet?  How about gathering relevant profiles and Jive conversations from within Gmail, including the ability to comment, interact and create new Jive discussions from existing emails? Pretty cool!
  • Integration capabilities for third-party developers - Jive's new cloud release offers more integration capabilities for third-party developers than any other social platform in the enterprise, including the ability to tie in any content system or document management, build deeply integrated apps, and create interactive activity stream objects that drive added collaboration benefits.


Enterprise Social Network Anywhere, Anytime

  • Our all new Universal App seamlessly brings all of the Fall cloud release features to iPad and iPhone devices.  Designed for iOS7, people can now create content using a new rich-text editor, take mobile videos and upload them onto their enterprise social network, use new search filters to find content as quickly as possible and view enhanced profile features and make expert recommendations within the social directory directly from their devices.


Talk about some great materials today!  And, there is much, much more to come! 

Have any questions or thoughts about any of the content here?  Please visit our website and gather all the information you may need at

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What an amazing presentation by Thomson Reuters this morning! Their presentation outlined the company's transformation efforts and success through the use of Jive.   Moderated by Michael Moore, Global Head of Internal & Online Communications, he shared the vision of what Thomson Reuters was looking to achieve with Jive. They wanted an intranet solution that provided find-ability, connect-ability and simplicity in one place.

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Jane Moran, Global CIO, video-ed in to discuss her technology vision, to share what was critical to the needs of the business and to share the process they went through when choosing a social intranet. Prior to Jive, a team of 10 shouldered the responsibility of managing and maintaining their old technology platform.

HK Dunston (HK Dunston), VP Communications, shared their strategy for roll out and how they have achieved success with three main tactics:

  • Building a coalition
  • Committing to a simple technology approach with few customizations
  • Committing to a partnership with Jive

Edward Ford, their fantastic Enterprise Community Manager, discussed how he made it happen via decommissioning systems, working day-to-day with teams in their transition and fully integrating Jive. Since Jive was introduced, there has been a 100% adoption both internally and externally!

Michael Moore then wrapped up with some jaw-dropping success metrics (as revealed in some of the tweets below), lessons learned, and discussed more on his vision of the future.


Great Pictures From The Presentation

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Revealing Live Tweets From The Presentation

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An insightful and hilarious presentation this morning!  Everything from modern-day social geniuses running businesses, to cavemen fighting saber-toothed tigers in fight or flight modes were incorporated into the 'Make It So' Session Dr. Eddie Obeng shared with all of us.  Here are some great quotes form his incredibly entertaining talk:


"Humans are terrible animals not designed for change. Sure, you like change you do, but not changes others do to you."
"As smart people, we're doing dumb stuff."
“A conference call = 1 person talking and 26 people continuing to do their email.”
"Employees fear change, talk to them about things that are familiar."



Tweets From The Presentation



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Twitter   JiveWorld   You like the change you do  ....png



For those of you who want to relive this fast paced keynote, videos will be available soon in the Jive Community.


What struck you the most during Dr. Obeng's amazing discussion? Share your thoughts and wisdom about what you learned below!

Just as I promised in my last blog, How to Create Support Cases, here is part two of our weekly Support Training that takes place every Friday at 8:30 a.m. PST.  I, like so many, am a visual learner, so this blog serves as a step by step with images of what users will find in the Jive Community as they make their way through their private spaces to find content, participate in discussions, create cases, and more!  To get an invite to the weekly training, use this blog as an instruction manual to create a case requesting to be added to our webinar.  This training is great for all Jive users, new and old alike!




The purpose of this document is to provide a step by step guide on how to log cases within your Jive Community Support group. All customers are designated a secret Support group with restricted access on the Jive Community. This will be the primary method of reaching Jive; whether your question is technical or account related.


Logging in to the Jive Community

  • Go to Welcome | Jive Community and login in the upper right-hand corner.
    • If you're new to Jive, register as a new user, and use your company email. You'll receive an email with your login credentials.
    • Please instruct other users who will have access to your support group to register and join the community.
  • Navigate through the Jive Community to build your comfort:
    • Home: General landing page.
    • Browse: Search the community for Content, People, and Places. All available content in your Community, i.e.: Blogs, Documents, Discussions, Polls, Events, etc.
    • Connect: Developer and Community Manager spaces.
    • Get Help: Search Jive documentation, Knowledge Base, Community Support space, My Account, MyJive Group.
      • My Account - If you aren't able to access, please reach out to Support and request access. This section allows you to access and download your Jive license.
    • Explore: Product places and blogs.
    • Apps: Jive Community Apps market.
  • Go to the Home menu, and select Notifications in your inbox. Then, accept the invitation to your Support group.

Accessing your Supportal (Secret Support group)

  • Go to Get Help at the top of the page, and then select MyJive Group.
    • Note: If you land in the "Jive Customer", then you still need to accept your invitation to your group.
  • In your Support group you'll see the following:
    • Overview: Activity taking place in your group, including recent content and open cases, as well as environment information and actions you can perform.
    • Content: Houses documents and discussions created within your Support group, lists all cases created and reflects environments associated to the group.cases.  .
    • People: Here you can find all the current members of your Support group.
    • Projects: Displays any active Professional Services engagements.
  • Actions:
    • Invite people to Join - When you've established who within your company will have access to your Support group, then you may invite members by clicking on "Invite people to join this group". For security purposes, Jive does not manage membership.
      • Once you send the invitation, the user will see a notification in their inbox and the option to accept or reject the invitation. They will also receive an email with a link to "Join this Group."
      • Once a user accepts the invitation, final approval is done by the Group Administrator.
    • If you haven't established a Group Admin, please submit a case to request permissions. You may have more than one administrator.
    • Creating a case:
      • To create a case, select "Start a case" under the Actions widget on the right of the Overview page. This will open a new case page.
        • Title: Enter a subject line that best describes your issue. Note: Support Engineers may rename cases for tracking purposes.
        • Body: Be as descriptive as possible in the body. Feel free to include screenshots, error messages, or other details regarding your issue.
        • Case Details:
          • Severity: Select the level that best fits your situation. This is broken into three areas:
            • 3: Low - Non-Production related issues and questions. i.e. general inquires, account related, etc.
            • 2: Medium - Minor impairment in functionality on a Production or UAT instance.
            • 1: Critical - Reserved only for emergency situations with UAT or Production instances where users can not access the site or a specific function. Severity 1 cases are monitored 24/7 and will be handled with utmost priority.
          • Product: Select the product that best reflects the issue.
          • Environment: Select the environment in which the issue pertains to.
        • Tags: You can add tags to the case for easy referencing and searches by coworkers in the future.
        • Post your case.
    • Escalating a Case:
      • If you believe a case you previously submitted is not receiving the Support attention it requires within the SLA, you can escalate the case by clicking "Request Escalation" under Actions on the right-hand side of the case. When a case is escalated, our Escalation Managers are notified and will respond as quickly as possible. Please note that escalating a case does not change the SLA or severity level. If the issue is a Sev1 or becomes a Sev1, i.e. your production site is non-functional, then please create a separate case and assign it a Severity level 1.

Engaging your Jive Support Engineer

    • Depending on the level of Support you have purchased, your SLA will vary. All cases will receive a response within 24-hours.  Please consult your Jive Support Services contract for specific details.
    • Jive Engineers will often request additional details around the issue you're encountering to further troubleshoot and identify the root cause. Please respond to the case accordingly and as soon as you're able to obtain the information.
    • If you prefer to discuss your inquiry over a meeting, please submit a case and coordinate with the assigned Support engineer to schedule a time that best suits your availability.

Looking back on my blog, Riding the Social Wave: Social Support Part 2, I realized there is room to provide more direction on a critical area: how to effectively use a customer-facing community in a business-to-business scenario. At Jive, every customer receives a private space in our customer-facing community (the Jive Community) to discuss sensitive topics. Any customer at Jive can also create a discussion in a public space or group in the Jive Community. Anyone can join the Jive Community, browse the public spaces and groups to learn about our product offerings, and hear from other customers. For business-to-business companies, setting up private and public groups is essential. Here are some tips:


Create Private Spaces

If you are a Jive customer, your private group consists of only your own employees and Jive's customer service representatives to ensure privacy. Creating private spaces and groups in your support community:

  • Create a private space for each of your customers. This is critical to avoid privacy concerns and allow for open conversation between your customers and your employees.
  • Create problem-specific groups in customer spaces.  In the customer space, you can also create customer groups to address issues specific to your customer.  This is an incredibly resourceful way of organizing your company documentation about your Support Communities.

Create Public Spaces

Unlike other social platforms, you can customize your customer support community and make it quick and easy. Additionally, you're able to create a community of customers that can help their peers. Creating public spaces and groups in your support community:

  • Create spaces for your different product or service offerings.
  • Provide common Q&A information in each of public spaces.
  • Link to these spaces on the homepage of your support community. Make it easy for customers to navigate to these different groups from the homepage of your customer community.
  • Regularly share plans and pertinent information to build loyalty. Give people a reason to visit the community. This is the best place to talk up your achievements, plans, and highlight customer success.

Create an engagement process for your gatekeepers/staff

  • Use gatekeepers (community managers or support staff) to control content-flow between customers and employees, keeping your company voice.


  • Have individual staff respond to inquiries and coordinate internally.


This process in practice is illustrated below. Starting on the left, you have your customers and their options for finding information in your customer community.  Then comes the role of your gatekeepers or individual staff, controlling the flow of information from internal resources to the customers. And last, your social intranet, where answers are being determined to respond to customer questions and concerns, product release schedules, etc.




The Jive Support Space is a good example of this:  Support Space.  Inside this space we have a variety of other links to important areas of information, such as Social Business Space, our highly successful Developer Space, and our essential Website Information & Feedback Space where we regularly get feedback from customers.  We then have spaces on our social intranet where Jive employees collaborate on responses to inquiries through those spaces in the Jive Community.


Be sure to organize all your spaces and content in a manner that can grow and evolve. For more information on creating a successful customer community, download this resource kit.


How have set up your customer community? I would love to hear your thoughts and stories!

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