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8 Posts authored by: kosheno.moore Employee

Let's say you're on the IT Team for Big Rock Trading Company and you're looking for ways to improve case deflection for your company. You want to implement a Help Desk that will allow employees to ask questions, receive answers in a timely manner, and get technical guidance. In our latest "Tips and Tricks" video, we walk you through the basics to set up a thriving Help Desk with Jive.

 

 

Building a Help Desk

 

Step 1:

Plan. What are the main use cases for your Help Desk? These could be anything from Q&A spaces with IT experts to a knowledge base of "How-to" documents for employees to find answers to technical questions.

 

After deciding on these use cases, you can develop a content calendar and start creating content. For Big Rock's needs, they may want to consider things like:

  • Q&A Forums = Feature "Ask a Question" tile on Help Desk landing page, allows employees to ask/answer questions and access previously-answered questions
  • Application Training Webinars = Monthly webinar tailored on specific topic, announced within Jive
  • "How to" Series = Knowledge base of documents, created by IT experts to walk through popular questions like changing one's password, requesting a program, connecting to a printer, etc.
  • Top 10 Helpful Tips of the Week = Weekly blog run by IT experts

 

Step 2:

Designing your Help Desk.

Keeping in mind the key calls to action that we decided on in Step 1, here's how that might play out in Big Rock's overall design for their Help Desk. Notice they included:

                        1. Ask a Question tile (main use case, featured at the top to ensure easy access)

                        2. Unanswered/Answered Questions

                        3. Key Dates (for upcoming Webinars)

                        4. Knowledge Base (For How-to documents)

                        5. Help Desk Experts (Featured IT Experts as main contacts for the place)

 

 

Step 3:

Launching your Help Desk, spreading awareness.

Before launching your new Help Desk, designate specific people to maintain the Q&A, making sure questions are answered in a timely manner and new resources are created based on the agreed editorial calendar. When you are ready to launch your Help Desk, spread awareness across several different channels in your community.

 

To create a system announcement as shown in the video:

  • Click on your profile picture in the top navigation header and select System Announcements under "Manage."
  • Select a title and picture (optional) to include with your announcement
  • Choose the timeframe for how long your announcement will be displayed in the community
  • You can also select Send Inbox notifications for the announcement to be sent to everyone's Inbox in the community

 

Step 4:

Manage and grow, review your metrics.

Maintaining and tracking the progress of your Help Desk is crucial for continuing its success. Make sure you:

  • Meet with stakeholders periodically to discuss metrics, create benchmarks, and continue to refine your engagement plan
  • Continually develop your editorial calendar, staying consistent with creating resources, scheduling programming, answering questions, etc.
  • Cultivate popular questions in the FAQ; ensure correct answers are marked accordingly (Marked as Correct, Marked as Final, etc.) so results can be measured

 

Consider creating metrics from the topics in the video to measure your growth and plan improvements to your Help Desk over time.

 

Have other suggestions about best practices when setting up a Help Desk in Jive? Tell us in the comments below!

Imagine you're on the product team for Big Rock Trading Company, a company that produces hiking equipment. Your team is looking for a solution that would allow them to brainstorm features for your latest hiking bike, gather ideas from company employees for the latest line of hiking backpacks, and regularly communicate progress to stakeholders.

 

Not sure how to get started? In our latest Tips and Tricks video, we walk you through how Big Rock uses Jive to build both a company facing portal and a private work groupthe perfect functional collaboration solution to fulfill their needs.

 

 

 

Building a Company Facing Portal

 

Step 1:

Plan. Figure out the intended purpose and main goals for your use case; this could result in one or several Jive places. Think about your intended audience and main stakeholders—what are their needs and what is important to them? A product collaboration place will have different priorities than say, an HR collaboration place.

 

You should also determine the structural requirements of your place(s) based on your goals. For Big Rock, they have decided on the goals stated above which would result in the following place structure:

  • Communicate progress out to the rest of the community = Open overview place with blogs activated and featured, would recommend open Q&A activated as well
  • Foster collaboration for product development = Private group where the product team can have discussions and develop features before release
  • Crowd-source ideas from other employees = Idea Jams in Project sub-spaces that are activated quarterly

For more information on the different types of places in Jive, visit Introduction to Places.

 

After determining your goals and structural requirements, you should start developing content. Before a place can be designed, it must be pre-populated with content.

 

Step 2:

Design. The design of each of your places will be driven by the calls-to-action.

As shown in the Big Rock's example below, here are some things you may want to include.

                  1. Buttons for your key calls to action (shown prominently)

                  2. Key Links/Place Navigation

                  3. Featured Products Team members

 

  • Be sure to keep your place a secret until your design is complete. When you are ready to launch your place, you can invite members.

 

Step 3:

Launching your place, developing a communication plan.

  • Think about ways to raise awareness through multiple platforms and incentives.
  • Announce your new place a few weeks before you launch (via newsletter, meetings, swag, etc.).
  • First few weeks after launch, use a game to provide incentives to encourage people to use space, reward desired behavior.
  • Make sure executives and key people know best practices, how to utilize place.

 

Step 4:

Manage and grow, maintaining governance structure and roles.

  • Ensure there are place owners to monitor activity and update content.
  • To measure the value of your place, look at the impact and reach of specific documents and blogs (views, likes, web analytics, etc.).
  • To view your community analytics, go to your place and select the Reports section.

 

Creating a Private Work Group

If you're still reworking designs and want a private place for your Product team to collaborate without engaging the rest of the company, you should create a private work group. The video walks you through how to set one up!

 

Have other suggestions about best practices when collaborating around a function? Tell us in the comments below!

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

Hello fellow community managers,

 

There's a lot of really great features that are rolling out with the 2016.2 release of Jive’s cloud-based Interactive Intranet and Customer Community solutions. One of the features I'm personally most excited about is the new peer to peer recognition capabilities. We recently implemented a peer recognition program here at Jive using this newest feature in order to encourage higher participation and activity on our own employee community. I decided to share how I launched that program and configure the Jive Rewards feature in 3 simple steps. Check it out:

 

Scrolling through a long list of comments that can continue for pages and pages just to find the right answer can be time consuming and frustrating for your users. Not to mention, many of us use Correct Answers as a key performance indicator for internal and external communities. It's important for your community members to understand why and how they should be marking answers to the questions they have asked because:

  1. It keeps your community nice and tidy
  2. Saves other users time and effort to find answers to the same questions
  3. Helps you quantify the value of your community

 

So here's a helpful video you can share with your communities on why and how to use the Mark Correct feature in Jive:

(hint: be sure to click on the second video in the embedded player)

 

 

Check out our Resource Library for more Tips & Tricks videos.

We all know that one of the key factors to success for an internal community is having active and engaged executives on the community. So it's no surprise there have been plenty of community conversations on how to get executives involved. In fact, there was an entire JiveWorld16 session dedicated to this topic, chock full of case studies and best practices:

 

Getting Executives Engaged video recording and PDF slides:

(compliments of JiveWorld staff and presenter Daniel Martin Eckhart)

Getting Executives Engaged

EEC4.pdf

Getting Executives Engaged attendee notes:

(compliments of Maren Beckman)

Getting Executives Engaged

 

An Easy, First Step For Your Executive:

ThinkstockPhotos-82172822.jpgAside from all the great best-practices shared in the resources listed above, one of the easiest use cases to describe to your executives in order to get them more involved is blogging. It helps them connect with employees, share important and valuable insights behind company strategies, and open a dialog for honest and transparent feedback. Yet, despite the head-nods we get from our execs, they can easily get overwhelmed with how to blog effectively for an internal employee community.

 

I recently sat down with one of Jive's own executives , Robert Block, for this very reason. He shared some first hand tips for blogging on an employee community, from one exec to another. If you have any executive champions that are shy about jumping in, be sure to share this helpful and credible resource with them to help them get started:

How Executives Can Write Impactful Internal Blog Posts

Today's Tip: Collaborating on a blog post

 

What You Need

  • Jive version: current cloud version

 

Step One:

Create a document in a place (group or space) where all collaborators (including the person who will be publishing the blog) have access to the content.

 

Step Two:

Create engaging content in the document.

 

Step Three:

Once the document has engaging content and is ready to be published as a blog, blog author should:

  • Go to the document
  • Select Actions
  • Select Create a Copy
  • Select Blog as the content type

 

Ready to go?

Publish it!

 

Do you have other suggestions on how to effectively collaborate on a blog post? Share in the comments below.

 

 

 

 

Other blogs in this series:

Jive Tips & Tricks: Simple & Purposeful Places

Happy New Year Jive Community!

 

There are so many neat things you are able to do in the Cloud version of Jive and I love that these features are making my enterprise community management job at Jive so much more simple, engaging and fun.  With Tiles & Pages and introduction of Call To Action Banner Tile in 2015, we are now able to create simple, beautiful and purposeful mobile friendly places within minutes.  Does your place need a face lift?  Check out my video blog for some new ideas.

 

 

Tip: Simple & Purposeful Places

 

 

 

 

 

 

 

 

Applicable for:

  • Jive version: Cloud
  • Community Managers, place owners/administrators with space admin or group ownership rights

 

Thanks for tuning in, until next time!

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