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Screen Shot 2013-12-30 at 9.54.42 AM.pngThe social team would like to thank everyone who contributed content or engaged with content in the Jive Community in 2013. We hope the Jive Community was and will continue to be a place you turn to for insights and to have intelligent conversations about your social business endeavors. As we close the 2013 folder and start one for 2014 we're celebrating the top 10 blog posts based on engagement within the Jive Community. Enjoy them if you missed them the first time around!

 

10. tara.panu : Transforming Company Culture Through Social Business

 

9. Melissa Barker : How a Social Intranet Transformed Thomson Reuters' Workforce

 

8. Claire Flanagan : Community Management Fundamentals Training Starts Dec 19

 

7. Ryan Rutan : Celebrate Community Manager Appreciation Day

 

6. gialyons : The Problem with Traditional Intranets

 

5. elizabeth.brigham : 8 Concrete Steps You Can Take To Becoming Truly Customer Centric

 

4. elizabeth.brigham : The Tactical Truth about Content Marketing

 

3. gialyons : Why Your Intranet Should be Seamlessly Social

 

2. Sean Winter : Jive's Response to "Employees don't like their social intranets, study says"

 

And the number one piece of content in the Jive Community in 2013 is...

 

 

1. elizabeth.brigham : Moving From Social Media to Social Business

 

The social team is very excited to see what 2014 brings!

 

What were your favorite and most enlightening pieces of content in the Jive Community in 2013?

Social Communities play important role in successful engagements with the employees, partners and customers. A successful social community could add lot of value to any enterprise. Enhancing brand loyalty, increase in sales, reduction in customer service costs, improving onboarding and learning process, better task and project management, crowdsourcing of ideas and content etc, social communities have many benefits which could directly add to the bottom line of any enterprise.

In spite of using best social technologies available, many enterprises are witnessing their communities becoming virtual ghost towns and the major reason for the failure is stakeholder’s disengagement.

How to address this issue? I have tried to present 10 steps which could help a great deal in ensuring community success. Here they are….

  1. Never build your strategy around technology alone- People are equally important if not more. They have their own idiosyncrasies. Some favor and some resist changes. But most of the time we see resistance when there is a major overhaul in the way we work. Law of Inertia. It’s universal. Think how people would take the new change. Could it be solved just by technology or would need more human efforts. More than a technology or platform, a Social Community is about people. There could be technology worth millions but its people who actually make or mar any initiative.
  2. It should have alignment with organization’s objective and should categorically have senior level buy-ins. The community manager and few of the social business enthusiasts cannot easily drive it to the desired success unless it has executive sponsorship. Involve the top bracket management.

  3. A good way to learn is to observe people doing it. While suggesting solutions to a call center, we do an exercise called ‘agent shadowing’, that’s actually watching an agent taking calls and resolving queries for hours without interfering. We get to learn a lot about his pain points which even he might not know. Try this to study about social communities.  Do ‘Community Shadowing’ and get insight on how communities on social networks like Linkedin, Facebook etc work. Test the waters before you take a plunge.

  4. Let communities be an integral part of the enterprises’ workflow. Community as a separate communication channel won’t survive. It should be a part of the day to day business processes of the enterprise. Can the social community reduce the TAT (Turn Around Time) of a business process? Improve First Call resolution Or improve the CuSat score? That’s the Litmus test. Social should be what people use to get their work done on a daily basis.
  5. It should not just be the marketing or the IT which should drive the community but a cross functional team comprising of IT, Marketing, HR, operations etc. The senior management should keep a tab on all important matters related to community management.

  6. Use methods like gamification for community adoption & engagement. Gamification is not just about leaderboards or badges. It’s the secret sauce to drive engagement loyalty. Game mechanics could help a great deal in motivating people share, engage and leverage on collaborative efforts.

  7. Build strong community advocacy program. Empower advocates to drive engagement through training, content sharing, answering queries etc.

  8. Measure. What can’t be measured could be easily missed. Social community too has defined metrics. Each community should be measured based on KPIs. Use analytics, dashboards and data visualizations to have insights about how the community is fairing, where it lacks and what needs to be done.

  9. Keep all community related matters well documented. Must have are strong community guidelines & playbook. Enforce Security, Safety and ethics through proper moderation but the objective should be to harness and not hinder engagement & creativity.

  10. Follow industry best practices and build an internal ‘Center of Excellence’ for social business and community related activities. Tune in to Social Business leader’s/ products community pages and blogs to learn more. Be always pumped up to take new initiatives and execute qualified ideas received through ideation.

Following my last blog post and continuing the JiveWorld365 blog series - I wanted to highlight three of the sessions from The specified item was not found. that covered some foundational Enterprise Collaboration points. Keeping the topics fresh from last week, this post will focus on marketing, strategy, and community_management. They are arranged below in a flow that I think is most impactful for someone embarking on their The specified item was not found. journey.

 

 

Executive Engagement

In this session, Benjamin Taub and nbussard talk about one of the most essential points in getting any change implemented in an organization: Executive Engagement. Getting executives engaged in any change that can impact employees or customers and how they communicate and collaborate is essential. Projects implementing social business and other collaboration software impact everyone, and having leadership from the executive team is essential. Without executive sponsorship, leadership and engagement, big projects, or projects looking to ascend to the next level of scale, run the risk of failure.

snippet://JIVEWORLD13_VIDEO_EMBED?code=1024-castellana-1-1300

 

 

Debunking Social Business Myths

Aaron Kim and Martin Teasdale cover one of the most foundational pieces of Jive and Social Business in this JiveWorld13 talk debunking social business myths. In organizations still unfamiliar with Enterprise Collaboration in the form of Social Business, many are wary of the potential or perceived risks associated. Listen to the veterans of the Social Business space and mythbust your fears away.

snippet://JIVEWORLD13_VIDEO_EMBED?code=1024-gracia-4-1030

 

 

Getting Community Mojo

Here, tfenton from EMC completes the foundational puzzle in this essential talk - How do you get, maintain, and increase Community Mojo? What are the pieces and actions required to build a rich, high activity, growing community? What makes people come back? Even with the other functions complete, no community is successful without mojo.

snippet://JIVEWORLD13_VIDEO_EMBED?code=1023-gracia-3-1300

 

 

 

I'd love to hear your thoughts on these talks, as well as any critiques on this post and my last. Please share!

One of my favorite things about JiveWorld365 is hearing about all the success Jive customers have had over the last year. Social business successes come in all shapes and sizes: executive buy-in and adoption, better customer service, increased community engagement, launching and rolling out a social intranet, cost savings, increased sales, increasingly positive brand sentiment.... I could go on and on.

 

There were so many wins revealed and shared at JiveWorld13 that we wanted to collect and share some of them in one place. Congrats and thanks to the following companies and their awesome representatives that shared some Jive value statements:

 

Find Tweets and links to articles and videos that elaborate on their successes in this SlideShare.

 

Screen Shot 2014-08-04 at 3.23.41 PM.png

 

I realize that these examples are just scratching the tip of the value statement iceberg.  Also, it's the perfect time of year to reflect on what you've accomplished and set your 2014 social business goals.  For those companies that weren't mentioned, feel free to share your value statements as a comment below so we can celebrate y'all as well!

Business is on a change mode. We are in a Social Economy today and the Hobson’s choice for Enterprises is to Evolve or to Extinct.

Social Business could be a change engine and could directly contribute into the top and bottom-line of any organization. According to Mckinsey, USD 1.3 trillion of annual value could be unlocked using social business. It could radically improve strategic alignment, innovation & productivity in any enterprise. It could enhance collaboration, communications & knowledge sharing, align Employees to organization culture, enable crowdsourcing of content & ideas, make Q&A faster, locating experts/ mavens easier, reduce service / support costs, grow brand advocacy etc. Benefits are many so no wonder social is top priority for the CXO bracket across all businesses.

While there are evangelists who are gung-ho driving Social Business as a ‘transformation Engine’ and they have many success stories to show case too, many are still apprehensive - how successful the social initiative would actually be? Whether it would really add some value to the business at all? Gartner estimates that 80% of social business efforts will not achieve the intended benefits due to inadequate leadership and an over-emphasis on technology.
The choice of product could make or mar your social business initiatives. A good Social Business platform could make the journey to being Social a lot more easy. Selection of a suitable Social Business platform could often be a daunting task for organizations. What all should be considered and evaluated in a social business product? List is long and confusing too. Following are the 10 key check-points to assess if a social business product is right for you.
Any good Social Business product should have/ enable/ provide (may be through other partners) following features.

Real collaboration to get work done.
Ask your vendor whether his social product has an integrated communication system for seamless collaboration. All types of communication viz. chat, text, voice, video etc should be available right from the ‘news feeds’ of the platform. If a user sees an update and needs to connect with others over any of the channels, he should be able to, without him necessary to switch to additional resources like his company PBX or mobile phone. The users should ideally have an ‘Omnichannel’ experience when they use the social platform. Social’s purpose is to get ‘work done’ and not just to provide another siloed communication channel which people hardly ever use. Remember it’s all about speed, ease and convenience for getting work done. If that’s not happening…It’s not done. Most of the ESN fail because they are just vanilla products where people could just update status and not get any real work done.

Task Management and proper tracking of work.
Business is all about different people doing their assigned tasks- efficiently & timely. Productivity at work is not possible if there is no delegation of authority and proper tracking of tasks assigned. Often reason of failure at the workplace could be attributed to 'Stakeholders' disengagement' so a Social Business platform should foster teamwork. It should also reduce the email traffic within the organization; lower down number of meetings held and off course the quantum of phone calls. A collaboration platform should help people work on a project efficiently without any time or cost overruns.

Integration with existing business systems/ workflow
Today workplace is a farrago/ confused mixture of business software and applications. ESN could be the secret sauce to bind all these apps to get the desired outcome. Success of an ESN would depend a lot on how integral it is to the everyday works of the employees. A major reason for ESN failure is that it too just like other applications has become a silo within the enterprise. Using it just as a separate channel for communication won’t add much value. People use systems like ERP, CRM etc for their daily work done. ESN should gel well with the workflow to provide a seamless experience to the employees to work, perform and be productive. Using ESN an employee should be able to solve his real pain points. For instance reduce turn-around-time (TAT) in case of an insurance employee, reduce call-handle-time (CHT) in case of a call center employee, increased ARPU (Average revenue per unit) in case of a telecom sales employee etc. ESN is where real work should get done.

Content Collaboration, Governance/ EFSS (Enterprise File Sync & Sharing)
Today 50% employees of an enterprise are overwhelmed by content. 70% companies suspect their employees use unsanctioned file sharing methods. With the Consumerization of IT and BYOD becoming common at the work place, content sharing with security and compliance is a major challenge. Most of the companies today are haunted by the ‘Dropbox’ problem. Unsanctioned devices and cloud services often put the enterprises at risk. A successful social strategy isn’t complete without a safe & secure content collaboration strategy in place. How people would share documents securely in a social environment without using unwarranted storage system is an important question to be answered. Further issues like how to ensure synchronization of content so that there is ‘single version of truth’ for all the users is critical.

Enterprise Mobility
BYOD (Bring Your Own Device) is changing the dynamics at the workplace. Especially the GenY/ Millennials who use Smartphones & Tablets at work want a more flexible & freelancing work environment. The Social platform too should be mobility enabled. It should be accessible across different mobile platforms like Android, Blackberry, Microsoft Embedded, Windows phone etc. and should support features like Mobile Content Management so that creation & upload of content built in HTML5 for customers, sales & marketing people is possible. It should enable integration facilities so that activities like syncing contacts, managing leads & campaigns etc could be done on mobile.

Community empowerment
Communities Management is key to social success. Communities both internal & external contribute greatly into better engagement. More than a technology or platform, a Social Community is about people. There could be technology worth millions but if people are not engaging, the social communities are bound to become virtual ghost towns. The platform should enable advocacy to empower communities


Analytics
What can’t be measured could be easily missed. Social Platform should provide analytics/ Data Visualizations for the managers and other stake holders measure social success. Each community should be measured based on KPIs based on Social best practices and key metrics. Use analytics, dashboards and data visualizations to have insights about how the community is fairing, where it lacks and what needs to be done.


Engagement Loyalty
Building a Social platform is not enough. There should be special efforts to enhance ‘loyalty’ to increase employee productivity, customer retention & partner engagement. A good social platform should have features like gamification. Gamification is about using game elements & techniques for better engagement. It could help to motivate participation, engagement, and loyalty. It’s not just about the platform, technology, badges or leader-boards but it’s the secret sauce for overall organizational success through better participation of the stakeholders in the key business processes. A good Social Business Platform should support game mechanics and gaming solutions to enhance engagement loyalty.


Foster Innovation
Innovation is the life blood of an enterprise’s growth. One of the key purposes of the ESN is to enable ideation & innovation. Remember, innovation is a continual process NOT an event. The ESN is expected to bridge the gap of gathering employees, partner’s and customer’s ideas for organizations success, growth and competitive advantage. It should help actively capture, share, and rate new ideas for actionable innovation and measurable business outcomes. It should foster collaborative thinking and help in metrics driven evaluation of ideas. Digital suggestion boxes cannot rightly fulfill the innovation needs.


Onboarding and Learning
People are the most important asset of any organization. IDC estimates that the average worker spends up to 35% of their time just looking for information. Traditional Learning systems & Onboarding methods don't work any more. New hires & employees are often bombarded with many ‘PowerPoint slides’ continuously which only creates more confusion. Today all industries are facing the problems of employee churn, poor employee engagement and Onboarding. Use of Social Business in people management could radically improve the HR processes.

 

It’s the Law of Inertia that people naturally resist change. Social Business is not just about a technology or platform- it demands change of culture within an organization. It will happen only when individual goals are aligned with the larger objective of the organization. Are we ready for the big rewards that Social Business assures for business?

This year, JiveWorld365 was nothing short of intense. More attendees, huge names, huge product change, huge business value.

 

We had some Game Winners and giveaways, partner sessions, user group meetups, and more social activity than ever before. Even with all of this, amazing Art from Android Jones, and a mainstage highlight from Dr. Eddie Obeng, JiveWorld still really comes down to two things in the end: the Award Winners and the Tracks.

 

I'll be releasing three videos each week, until I make all of the sessions public next year.  Today, I'd like to highlight a few of the tracks I found particularly great - touching on three different topics of Sales, Customer Engagement, and Social Intranet:

 

 

Sales - Arming Mobile Road Warriors with Tablet & Mobile Sales Enablement

From my background in Sales Enablement, I find the Mobile Enablement story extremely interesting - how does an organization get their outside sales teams the latest and greatest information, but keep it secure? Mobile is leading the change in how people interact, agnostic of the workplace. Listen to some of the strategies taken by Fortune 500 companies to combat these issues.


snippet://JIVEWORLD13_VIDEO_EMBED?code=1024-gracia-7-1415

 

Social Intranet - The PGi Times - PGi's Global Employee Newsletter Powered by Jive

Long time Jive Champion Cora Rodenbusch talks about the power behind strategic Corporate Communications with Jive. Interactive, innovative, cost savings, reduced time to plan, create, and manage the company newsletter? Amazing. Seriously one  of my favorite talks, definitely recommended.

 

snippet://JIVEWORLD13_VIDEO_EMBED?code=1023-gracia-12-1415

 

Customer Engagement - Own the Customer Lifecycle - Community as the Hub

Some of what BMC has been able to do with external communities and customer engagement all in a single external community are amazing - best practices around design, ideation, engaging employees (specifically product managers) with customers, and driving innovation through the surfacing of customer needs.

 

snippet://JIVEWORLD13_VIDEO_EMBED?code=1024-gracia-8-1300

 

 

 

 

Follow the JiveWorld365 space for more updates and highlights!

Does this sound familiar? When you start talking about “social business” or “social collaboration” at work, some of your colleagues freeze in their tracks, because they don’t understand the language and the technology. Often they’re people with years of expertise, who are knowledgeable about their work and aren’t accustomed to feeling uninformed.

 

It’s like asking someone who has never sailed to put in the battens and hoist. They don’t understand the terms and don’t have the motivation to learn them because they’ve never sailed. Instead, it’s better to ask them if they’d like to cool off, relax, and enjoy the beautiful view from the harbor.


Community managers play an important role as translators, motivating people in language that they understand before introducing new ways of doing business. Here are some approaches you can take to help people who are new to social tools understand them:


Social technologies and processes for internal use

Social Tool Use Case

Translation

Value

Blog for executives and subject matter experts

Be more productive, interact with a lot more people, and repeat yourself less.

Cuts duplicate effort, improves personal relationships, and provides faster action and reaction times. Improves communication and employee alignment to company strategy and goals

Discussion board for project status updates

Reduce email clutter and time lost managing it; centralize information so it's easy to find even after employees leave.

Saves up to two hours per day per person not having to manage project-related email, and increases knowledge capture and visibility.

Wiki for review cycles

Cut down on time wasted finding the current version of documents and editing the wrong versions.

Provides faster feedback and ensures you're always contributing to the most current information. Cuts wasted effort.

Microblog for work updates among teams

Reduce or eliminate project status meetings while staying more aware of project status.

Saves up to four hours per person per week in time previously spent in meetings.

Internal social network that centralizes employee profiles and includes tags and expertise fields.

More easily find subject experts in your organization.

Reduces duplicate work, increases innovation, and cuts time spent looking for information.

Online chat tool that lets employees ask HR questions

Lets you easily locate policies, documents, and other HR info

Centralizes more of the HR team, reduces time spent looking for HR information, and reduces HR support costs.


Social technologies and processes for external use

Social Tool Use Case

Translation

Value

Customer support forums

Give customers a place where they can connect, create niche support documentation, and help each other

Decreases time to answers to questions, cuts number of support queries, decreases support desk costs and encourages innovative uses of products and services.

Drive word of mouth by sharing blogs, videos, podcasts, and other content on social networks

Educate the market about your product by encouraging people to share content with their connections.

Reduces cost of sales and customer churn because customer is educated before sale.

Engage influencers

Provide those most likely to drive positive results for your company with access and value.

Provides market credibility, positive market impression, and sales.

Co-innovate and crowdsource ideas

Solicit and vet ideas from and assess risks with a broader audience then you could in person.

Increases the percentage of successful new products and features, and reduces risks.

Use a community to extend the value of an event

Reach 10 times the number of attendees by enabling participants to share and discuss event content before and after.

Increases the relevance and audience for your event investment.

 

Are you looking for new ideas and strategies for understanding and communicating the benefits of your community? The Community Roundtable has partnered with Jive to provide a curated self-paced training course for Jive customers at 40% off of our regular price – good until the end of 2013. Community Management Fundamentalshttp://www.communityroundtable.com/our-story/services/jive/provides an overview of how experienced community managers think about and execute on community management, internally and externally. Throughout the course, you will have access to a private community to ask questions and network with other virtual attendees.


The course kicks off with a live call on December 19th for those that are registered by that time. Find out more and sign up here!


*Parts of this post were previously featured on Information Week http://www.informationweek.com/social-business/strategy/11-ways-to-explain-social-business-benef/231902518

Social businesses come in all shapes and sizes. While a one-size-fits-all social business strategy does not exist, Jive's Deirdre Walsh unlocked the 6 secrets to social success, defining a framework that organizations can adapt to fit their community needs. After all, as software and technology evolve, a successful social business can make quite an impact. Just check out these stats:

 

65% of respondents of global business executives say their organizations use social business tools to understand market shifts; 45% to improve visibility into operations; and 45% to identify internal talent. (Deloitte University Press)

Companies are committing more headcount to social media across all sizes of companies. The biggest jump is for companies with more than 100,000 employes, which now report an average of 49 full-time employees supporting social media in the organization, compared to 20 in 2010. (Altimeter Group)

27% of the total time spent online is now dedicated to social networking (Mediabistro)

40% of employees believe social tools produce better teamwork (Holtz Communication + Technology)

2/3 of businesses are now using social technology for marketing and related functions; 37% expect social media to be used regularly across their entire business; 9% expect it to be fully integrated (ZDNet)

 

You should customize your social business strategy to meet the needs of your organization, but best practices can often be adapted to create a successful and collaborative environment. Once the eBook was published, Deirdre turned to the Jive Community of thought leaders to determine more best practices, implementation tips and ways to increase adoption. Check out our user-generated social business best practices SlideShare: 

 

snippet://JIVE_SLIDESHARE_EMBED?code=28419550&width=427&height=356

 

I'd like to say thanks to all of the great community members that contributed their social business tips and tricks: Chris Boudreaux , mikecalderon , Kristen Sussman , Virginia Miracle, Laura McCullum, john ridings and Jeffrey Murnan.

 

What social business tips do you have up your sleeve? Comment below or join these discussions:

6 Secrets to Social Succes: 1) Define - #swarm

6 Secrets to Social Success: 2) Integrate - #swarm

6 Secrets to Social Success: 3) Build - #swarm

6 Secrets to Social Success 4) Manage - #swarm

6 Secrets to Social Success 5) Activate - #swarm

6 Secrets of Social Success: 6) Analyze - #swarm

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