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Here at Jive, we pride ourselves on using our own product internally. Customers are always curious, "How does Jive do that?!" Jivers use the 3 Pillars of Jive - People, Places and Content - and we get work done each and every day. While Jive is built for getting work done, and we most certainly do that, we also have a very open and engaging culture - here are just a few of the many ways Jivers use Jive internally.

 

People

 

 


We have locations and Jivers not just all over the US, but all over the world! They follow and keep up with their colleagues and find people they are looking for, and do it fast. Each Jiver has their own profile with information about their department, an Org Chart, where they sit, contact information and a bio.


While all of these features are fantastic in keeping us informed and productive, they're also what bridges the location gap between offices. Jivers are able to meet and connect with each other in all of our locations, building relationships with one another by collaborating and joining groups based on common interests. "Sit in our Palo Alto office and are an avid cook? So is one of our Jivers in Boulder!" It's Jive's chatting around the water cooler to the next level.

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Content


 


Screen Shot 2014-03-28 at 4.13.26 PM.pngWe're constantly creating, discussing, uploading, gathering information and ultimately saving time and getting work done.  We are blogging about strategy, and updating our fellow Jivers about what's going on within the organization. We're sharing our wins with clever status updates. We're collaborating on documents to share with our customers, partners and fellow Jivers.


Jivers are also using our fabulous integrations and bring in content from all sorts of integrated systems.  One example is the way we use our products hand in hand with other systems to seamlessly manage accounts. From the pre-sales stage of the sales cycle all the way through close, support, and management - we pull in data from multiple systems and streams to create a universal hub for account information. Our teams  handle content created using Jive and access  content pulled from other systems like Salesforce, Jira, OpenAir, and others to manage our information in a single place. This makes it easy for new people to ramp up quickly, and for current Jivers to get a hold of what they need to fast.


Jive has a  beer-loving culture, and we use our product to create and collaborate on all sorts of content relating to beer! We take polls and have discussions to decide which kegs will be featured in each office, and we do it all in places about Jivers sharing the best of the brew and their location.


Places



Each place within Jive is a living thing - we use formal areas to collaborate and post content around office locations or business units, and less formal groups for focused interest and discussions like beer, biking, backpacking, and new hires.


A place can be a Group with uploaded information, documents, and discussions or a Project where you can set a goal and track the progress! One way we use this internally is to give our new hires all the information they may need to get introduced and ramped in the company. Instead of overwhelming new Jivers with information from a fire hose, we have a group where they can find all of the information, content and answers to any questions a new hire might have. We're making sure they have all of their new hire paperwork complete and initial questions are answered with a new hire orientation, but that orientation is structured around Jive.  New Hires follow this Place to have access even after the orientation to access all the materials and answers they may need to have a super successful start.


Places aren't just for finding information to get your job done, they're also about connecting with fellow Jivers on a topic they're passionate outside of work.  Jive Hikes and Camps is an excellent place to post a blog and share stories about recent hikes you've taken, upload your photos from your awesome camping trip, start a discussion and ask for suggestions for the best places to take a weekend backpacking trip!

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In short- we use Jive in many ways, and we are constantly iterating on the design and structure of how we use Jive. Matching the culture of the company, the product is used very openly, and information flows fairly freely across groups in the organization. This allows Jivers to work without barriers and innovate, collaborate, and continue to improve Jive, and how we serve our customers.


Have any questions? I'd love to answer them in the comments below!


ThinkstockPhotos-122551106.jpgYou wouldn't build a house without architecture and design in place.  But that’s what many companies do when they decide to build a branded online community.  They select a technology platform and quickly move to the implementation stage without crafting the business plan, outlining the goals and measures of the community – and most importantly, understanding their customers’ needs and how the community will serve those needs.

 

If you want your online community to succeed, you need to do a lot of “pre-shoveling” – spending a good amount of time creating a foundation and frame for the community in advance of construction.  Here are seven questions you need to answer before you break ground:

 

 

1.  Who Will The Community Serve?

Too often, organizations don’t think about the audience they’re serving in enough detail to construct an online community that is beneficial to its members.

Understanding who you aim to serve is crucial to driving the how, where, when, what and why of your community For example, a company may say that the online community is intended for its customers and partners.  But, for a software company that has a SaaS offering and an on-premise model, customer needs are very different based on line of business.  Plus the needs of the companies’ partners are completely different from those of its customers.  There are different segments within your base, and you need to consider who is the most important to serve.

Sharpen your focus on the specific audience you are trying to reach.  Maybe it is your customers, but it must be customers for a specific product line, geography, functional title, or business size.

 

Never underestimate the importance of nailing your audience.  Understanding who you aim to serve is crucial to driving the how, where, when, what and why of your community.

 

2.  What Is That Audience’s Pain Point?

Once you have identified your audience, you need to understand what makes them tick.  What challenges do they face?  Where do they currently turn for answers?

Remember: You’re not articulating why the audience is critical to your organization – focus on the issues they need to solve.

You don’t need to address all of their problems.  Start with one or two of the most pressing, evergreen issues. Many large online community success stories began by solving a single business problem , and evolved into more complex solutions that tackle a range of issues.

 

3.  How Can An Online Community Make The Pain Go Away?

Map your audience’s needs to your business needs.  Let’s say you’ve identified that your audience needs to tap the wisdom of their peers to inform their business decisions.  And you’ve determined that your business needs more insight into customer challenges and experiences.  Voilà!  You’ve found the intersection of needs that an online community can address.

Aligning your business needs with the needs of your audience is a crucial step in building the business case for your online community.  It does no good to identify a business need that is irrelevant to the community.  Nor does it make sense to identify a customer need that your company can’t address.  Look for the sweet spots.

 

4.  What Kind Of Community Should I Build?

The next step is choosing the community model.  There are three types of online communities:

 

  1. Information Dissemination communities are built to share and gather information, but not to interact and connect.  This type of community is frequently used in regulated industries like pharma and healthcare.  It’s the easiest to build and has the lowest returns.
  2. Shop Talk communities enable their members to transact around an issue or question.  For example, when my printer won’t work, I go to the Epson community and another user, printdude201, tells me how to fix it – and I never speak to him again.  The point of these communities is customer service and call center cost reduction.
  3. Professional Collaboration communities allow customers or partners to interact with each other and the company within a private, gated community.  Thomson Reuters, for example, built a private community to serve the needs of legal professionals from small law firms.  These communities provide a win-win: members gain valuable access to the wisdom of their peers, while the company can spot trends and accelerate the development of new products and services in response to customer needs.  Tough to build and maintain?  Sure.  But Professional Collaboration communities deliver the biggest bang for your buck.

 

5.  Do We Have The Community Building Characteristics We Need To Succeed?

Online communities are not for everyone.  Your customers – and your organization – need to exhibit specific characteristics that make them “community ready.”  As a litmus test, you need to answer, “yes” to these questions about your customers, their problems, and your company’s products or services:

  • Are your customers eager to share information and experiences with other customers?
  • Are they willing to participate in offline user groups or in-person customer summits?
  • Do your customers gain major value by learning from the experiences of other customers?
  • Do your company’s offerings solve important problems for your customers?
  • Do you need to supply continual product enhancements to meet customer needs?
  • Do company revenues depend on product or service upgrade decisions by customers?

 

6.  How Will We Generate Content?

Content is the fuel that drives online communities. At launch, a community must already be stocked with valuable content.  You’ll need a content plan and editorial calendar to keep it well stocked for at least six months.

At about the six-month mark, your users should be contributing content – and a minimum of 40% of your content should be coming from members.

But your content job will never be finished.  You’ll need an ongoing plan to elicit, edit, and showcase knowledge and member-generated content in tandem with all of your company-generated content.

 

7.  How Are We Going To Measure Success?

You must determine your critical success factors or KPIs before you launch.  Many “measurable” metrics (number of members, time on site, number of posts) are too far removed from the business strategy, and member needs to be meaningful.

To demonstrate the impact of community on your organization, align community measures with the organization’s business goals and objectives.  Think in terms of increased customer satisfaction measures, higher NPS scores, improved customer loyalty, more rapid customer service resolution, and greater input from customers on product and service enhancements.

 

The most valuable thing you can do for your community (and company) is to measure success in business terms.

 

What’s true of building a house is true of building a branded online community: start with a strong foundation.  Craft a solid business plan.  Understand your audience and their needs.  And, most importantly, connect the features of your community to those needs.  It won’t be easy but, by asking the right questions up front, you will be poised to build a community that can deliver enormous benefits – to your customers and your organization.

 

This post originally appeared on Brand Quarterly. 

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HealthSparq, a wholly owned and incubated healthcare start-up within Cambia Health Solutions, has created a wellness community using Jive. HealthSparq's mission is to help people make smarter healthcare choices.

 

HealthSparq believes the best forms of information and support come from peer to peer and expert to peer interactions. Yet, people don't always know how or where to find help and support when dealing with health and wellness issues, not to mention gaining access to this help and support can be hard if you’re not already in a doctor’s office or medical center.

Jive gives HealthSparq the ability to overcome these obstacles and humanize the healthcare experience by connecting people to each other and people to experts online. The value HealthSparq brings to their partner health plan members is a warm and open community that offers education, knowledge, support, and expert resources.

 

Healthcare is challenging, and leveraging Jive, HealthSparq is able to welcome people into these facets of their community with open arms.  For HealthSparq, it is about improving knowledge about healthcare (or what HealthSparq calls Healthcare IQ) and increasing brand satisfaction. Achieving these objectives relies on building an engaged, secure, and collaborative virtual environment encompassing patients, peers, and experts. Employers using the platform can help their employees to better understand and navigate healthcare, helping lower the number of calls to customer service or benefits advisors, and creating a hub for centralized information around any health care topics of interest to members and employees.

 

HealthSparq's online community is monitored by 7 moderators, 6 experts (such as nurse practitioners), a dedicated community manager, and a product owner. This structure allows questions and discussions to be answered in real time by subject matter experts. It is truly all about the people, engagement, and dedicated resources that provides true satisfaction: getting people involved in the community and collaborating on their healthcare issues. There is an emphasis of partnership with HealthSparq’s health plan partners, rather than a "sell it and forget it" mentality. These concepts lead to better health outcomes and enhanced collaboration throughout the care process.

 

Healthcare can be overwhelming. HealthSparq's health and wellness community connects people to their health outcomes. Using Jive, HealthSparq has built a network that helps people better understand their treatment options, enables people to get one on one support with certified experts, and enables true patient engagement with their peers. It gives people the advice that is specific their to lives. People become less overwhelmed with dozens of sources of information with one central place to improve their health. Their wellness community ties directly into the mission of humanizing healthcare. Soliciting engagement at every step connects people to the community while rewarding engagement with content. Jive gives Healthsparq the tools to make healthcare a human experience.

 

Healthcare

GoDaddy Makes 5000+ Employees Feel Like a Small Team

 

We all know there's no question that Jive can play an integral role when it comes to employee culture. Granted, we still go back and forth when we ask ourselves the quintessential, "chicken or the egg" question for community managers: What comes first, the culture or Jive? One of my favorite JiveWorld16 sessions honed in on this question.

 

And the answer? It depends on who you ask. More on that here: What Comes First? Culture or Jive? (Employee Engagement and Communications Track)

 

For GoDaddy, it seems they had already established a sense of closeness and transparency that was easy to maintain back in their start-up days. But they were rapidly growing, on a global scale, and they wanted to maintain that spirit of a small team. So how do you make a company of 5000+ employees feel like a small team?  In anticipation of this challenge, they turned to Jive.

 

 

A Mosh Pit of Ideas

 

It's often hard for us to describe what Jive is to our company's and the role it plays in our companies' culture. As such, I've heard some really creative metaphors for Jive but GoDaddy provides the most fun one I've heard in a while: "Jive is a mosh pit the of ideas in our organization."

 

So here's a challenge to my fellow community managers: what metaphor do you use when you describe your Jive community?

Let's see how we creative we can get and give GoDaddy a run for its money.

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