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humana.jpgJive's corporate communications team recently sat down for a Q&A with Humana, a leading health and well-being company focused on making it easy for people to achieve their best health with clinical excellence through coordinated care. Humana uses Jive for not one, not two, but a whopping SEVEN business use cases, with internal and external communities galore, making Jive their swiss army knife for collaboration and communication technology. Here's a quick run down of their use cases:

 

FUSE

Use case: Internal, Sales Enablement and Collaboration

Overview: Connecting sales reps and identify subject matter experts, enabling two-way communication between Sales and support business areas

 

Hatch

Use case: Internal, Digital Center of Excellence

Overview: Central employee hub for document collaboration and leadership blogs.

 

MyMedicareAnswers.com

Use case: External, Support

Overview: Providing expert answers about Medicare to anyone aging in to Medicare or to their caregivers.

 

HumanaVitality

Use case: External, Customer Service (2 communities)

Overview: Providing customer service for those enrolled in Humana's health benefits rewards program, HumanaVitality.

 

Clinical e-Collaborative

Use case: External, Private Partner Community

Overview: Providing a way to connect selected medical providers with one another and to provide important data to them related to their practice.

 

GSO

Use case: External, Private Support Community

Overview: Providing a support portal for employer health benefits administrators and members insured through those employers.

 

If ANY of these use cases align with yours, the Q&A is definitely worth the read. It also includes a great video interview with Sabrina Deitch at Humana where she goes into more detail about their FUSE community.

 

Check out the full interview and video with Sabrina Deitch and Jeff Ross here:

 

Jive Helps Improve the Health of Humana’s Internal and External Communities | Jive Software

ThinkstockPhotos-528912136(1).jpgAs many of you know, I'm the internal community for Jive's very own interactive intranet, Brewspace. My job is to design, implement, and operationalize strategic use cases for Brewspace, with a strong emphasis on enhancing employee communications and engagement. My day-to-day consists of tuning into and supporting our community, attending meetings to ensure business alignment, creating high-value content that teaches our community members or communicates a company-wide campaign/announcement, and pulling performance metrics and reports for executive summaries. To all my fellow internal community managers out there, this sounds familiar, right?

 

Then you're probably familiar with the following interaction with a certain type of community persona; the ones who are team managers, program owners, and department leaders. It starts off with a direct message, a 1:1 meeting request, or, god forbid, an email:

 

"Hey! How do I go about setting up a group? I want to create one for my team (or project, or whatever). And can you help me make it look good?"

 

*sigh* This is always a tough one. Because we all know that it's quite easy, almost too easy, to create a new place for team and project collaboration. It's certainly not hard to figure out, and once they do, they assume that launching a place is all about how it looks. In the beginning, not many people are considering beyond the look and feel... It's interesting how often I get the initial blank stares when they are asked about the audience, it's purpose, and how a place should be maintained and nurtured.

 

While I've offered 1:1 training's and consulting for anyone who owns large scale use cases and program, I also decided to create some self-help documentation and templates to help guide Jivers through the process of setting up a new place, and more importantly, setting their expectations regarding the ongoing commitment required once their places are created. Because after all, making it look good is only the icing on the cake.

 

I've decided to share this consulting process and these training assets with you, the Jive Community, in hopes that they might be relatable and valuable to your own interactive intranets.

Consultation vs Self-Help:

When helping community members self-centralize and create places for team collaboration, it’s important to understand when to step in and offer 1:1 assistance. There’s a fine line between doing everything yourself and expecting your community to help themselves. The former ensures governance and consistency, but can easily consume all of your time. The latter could easily turn your community into the wild wild west, full of places that are unmanaged, ineffective, or unused entirely.

 

For Brewspace, I opt towards consultation for any major use cases like company onboarding, strategic alignment initiatives, department portals, ideation for company wide cost savings innovation etc.  In those use cases, I typically sit down with a program owner and ask:

 

  • What is your goal?
  • What 2-3  major activities, engagement can the user expect from this community?
  • How much resource do you have to commit to an editorial calendar, content creation and the ongoing moderation?
  • How frequent do you want to surface your community activities at the company wide level?

 

This first phase takes the longest because it forces people to think about the tactics of the program itself rather than thinking about how a place should look.  Once I have answers to those, I'll recommend either to implement their program in an existing Place within the community, or create a new Place.  I'll then create a wireframe, take a stab at the initial design, then request feedback until the stakeholders are happy.  We'll then launch it and I'll create a data sheet for it for other Jivers to learn from for their initiatives. By investing 1:1 time in the marquee use cases and creating these data sheets, I can scale this training and support material to anyone else who is interested in creating their own place on Brewspace.

 

In reality, there’s no universal formula for knowing how much time to spend creating places yourself versus teaching your community to help themselves. Every community will be different. But in both 1:1 consulting and self-help, the key message that I keep reinforcing is: It's not only about launching a program but about the ongoing engagement.

The Result: Places with Purpose

To help provide you with a running start, I’ve shared all of the data sheets I’ve created for my own community members to help them create places with a purpose. You can use these as a starting point when creating places that support department communication and collaboration or simply guide people to see if this is something they are ready to sign up for.

 

Example: Guidelines for Place Creation and Ownership

Interactive Intranet Profile at Jive: Marketing (Home)

Interactive Intranet Profile at Jive: Marketing - Marketing (global  private group)

Interactive Intranet Profile at Jive: Marketing - International Marketing

Interactive Intranet Profile at Jive: Marketing - Growth Marketing and CMR Program Center

Interactive Intranet Profile at Jive: Marketing - Creative Services

Interactive Intranet Profile at Jive:  Corporate Communications and News

Interactive Intranet Profile at Jive: Marketing - Onboarding

Interactive Intranet Profile at Jive: Marketing - Corporate Events

In April of 2016, Starwood Hotels replaced their existing intranet—an old, out-of-date platform with no mechanisms for two-way dialogue or engagement—with Jive's interactive intranet. With everything they needed to support collaboration for their 250,000 plus employee community right out of the box, Jive's cloud solution made deployment simple, and the entire project stayed on schedule—and within budget. Now, four months later, the old "megaphone" platform is a distant memory, and Starwood's employees are taking advantage of the powerful collaboration capabilities the Jive interactive intranet provides: people are exchanging ideas, connecting with one another and building community in unprecedented ways.

 

Check out our video featuring Starwood's VP of Enterprise Systems, Brad Carr, and learn how Jive solved major pain points in their previous platform and is helping make Starwood a better and more fun place to work for its employees across the globe!

 

 

Screen Shot 2016-08-18 at 12.34.09 PM.png

Employee Engagement

All companies want it but few find it - at least to the level they really want.  And why?

 

Everyone has their theories on how to nurture employee engagement.  Usually, it comes in the form of a program or personality test or a new benefit (like child care).  And yet employee engagement is crazy low.  Why is that? Almost everyone is confusing two words:

 

Satisfaction & Engagement

 

What we are usually fighting is Dissatisfaction, or another very similar term, Disengagement. They kind of go hand in hand. Either way, it's what we are trying to avoid.  We assume that because the employee programs we put into place take employees out of those states that they will automatically put them into a state of Engagement.  But that's where most people err.  Rather, these programs often put them into more of a limbo land between Dissatisfaction and Engagement called Satisfaction.

 

So rather than creating "Engagement programs" they inadvertently create "Satisfaction programs."  And in fact, the Satisfaction programs work perfectly, except that management was expecting Engagement-level results.

 

When a company goes from Satisfaction to Engagement, it turns out that they actually shy away from programs and start working on the core culture in more meaningful ways.  They start designing and crafting the environment rather than slapping on lame programs.  Creating an engaged workforce isn't a "force on our employees" type initiative, but rather they create an environment that will allow their employees to be engaged.  Why is it so rare?  It isn't a "check the box" activity.  It is a sustained mentality and purposely designed set of circumstances.

 

And that isn't an easy thing to do.

 

Watch the video below for a better explanation for the difference between these three states.  Share this video with your colleagues and employees so they can understand why their employee programs may not be working.  Then together, you can reevaluate the programs you have in place right now.

 

 

(For a more in-depth look on this subject, check out the original post from my blog.)

 

Since this is a community of community managers, I'm know I'm preaching to the choir.

 

So let me ask:

 

  • Has your company broken through from the state of Satisfied to Engaged employees?
  • What made the difference?

Wannabe Jiver.jpgIt's that time again: time to turn the spotlight on another Jive Community member in the How I Work blog series. This one features someone I lovingly refer to as the poster-child for JiveWorld16: Dina Vekaria . You may recall Dina when she dropped the mic on all other #JW16 social media activity with this now-infamous dubsmash, winning Most Valuable Tweet of JiveWorld.

 

But despite her JiveWorld fame, Dina still has time for the common folk like me. So I managed to sit down with her to learn more about how she works. Here's what she had to share, in words, gifs, and videos:

 

Emilie Kopp: First off, let's tell everyone where you work.

Dina Vekaria: I work in the London headquarter offices of Pearson, a company dedicated to to helping people improve their lives through learning.

 

EK: How would you describe your current job?

DV: It's fun, creative and hard work, but I love it. This is how creative I can get:

 

 

 

EK: So how do you use Jive at Pearson?

DV: Jive is how how we communicate with each other as employees. It’s how we network with each other.

It’s how our senior leaders can communicate relevant messages either locally or globally. It’s how we can have our water-cooler moments between the UK and Brazil, the U.S. and Australia, Spain and South Africa.

 

EK: Wow, I really love that last bit. It really captures what an employee community is all about.

OK, so switching gears: What's your computer situation when you work? Mac vs PC?

DV: Mac of course. In fact, my house is an Apple lover’s dream! iPods, iPads, Macbooks, Apple TV, Apple watches, galore!

 

EK: So I'm assuming your mobile situation as dominated by Apple products as well?

DV: Yes. iPhone and iPad. I tried getting into Android, but I kept coming back to Apple.

 

EK: Besides Jive, what are the apps/tools you can't live without?

DV: Starbucks (keeping my priorities clear here), Photoshop, Illustrator, Premiere, Pinterest and of course, all my social apps. I love to share! Follow me on Twitter,  Instagram, LinkedIn, Snapchat: @dinavekaria.

 

EK: How do you stay organized?

DV: Spreadsheets galore! My teammates will confirm this obsession. I have a spreadsheet for everything, all our project plans, upgrades and updates on Jive. I even go as far as having one for my banking, food tracking and shopping lists for when I’m in the U.S. I love a good formula.

 

EK: What do you listen to while you work?

DV: Music is life to me. I listen to music all day, everyday. I have a very eclectic taste in music, it ranges from R&B, Hip-Hop, Pop, House, Dance. Right now, whilst I’m writing this response, Spotify is playing The Weeknd “Can't Feel My Face”. This song reminds me of JW16, when Maren Beckman and I went crazy at Drais for this song.

Dina & Maren.gif

 

EK: What's your best time saving trick?

DV: If you can get it, more screens. I’m so much more efficient when I have three separate screens. I plan everything in my calendar by the hour. Ticking things off my to-do list is the only way I can work. I have mild OCD with certain things.

 

EK: How do you balance work and life?

DV: This used to be a weakness of mine, but I’m working on it. I’m a workaholic and I live for the work. It’s taken me a while to understand it’s okay to have both. I now make a conscience effort to take time to do what I love in my work day, which is to go to the gym and grab an iced tea on my way home. Thank you, Starbucks, for introducing iced tea to the UK.

 

EK: If you had to pick one work that best describes how you work, what would it be?

DV: COLLABORATION!

 

EK: What's your sleep routine like?

DV: Unfortunately very poor as I suffer from insomnia. If I’m lucky, I can get 5hrs of sleep a night.

 

EK: Are you more of an introvert, ambivert or extrovert?

DV: A mahoosive extrovert! Could you not tell?

 

EK: What's the best advice you've ever received (and from whom)?

DV: “Dina, you can’t do everything in one day, so get your *** home and spend time with your family. All of this work will be here in the morning ready and waiting.” - Maren Beckman

 

Thanks for sharing, Dina. It's always a pleasure and I hope to see you at JiveWorld next year and years to come.

And to the rest of the Jive Community: please help me applaud our wonderful Jive fan-girl in the comments below!

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