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The Power of the Pilot

Posted by kelly.feller Nov 18, 2013

IKEA Stock Photo.jpgI have a love/hate relationship with IKEA. Many times have I been seduced by the super-simple solutions I see in the showroom only to get home and find myself flooded with frustration as I try to decipher the assembly instructions that only a PhD engineer could possibly decode. Being the type-A personality that I am, I too often rush through the process of putting together my simple solution without scouring every little—and terribly important—instruction only to find my finished product resembles a particle-board Picasso possessing no functionality other than to serve as evidence of my failure. Eventually I go back and begin again, this time approaching my process methodically in hopes it will result in a more favorable outcome: a functional piece of furniture that looks so much simpler to put together than it really is.

 

In the several years since I’ve been helping companies implement new social media, marketing, and community initiatives I’ve noticed a similar trend. Too often well-meaning executives passionately embrace the next shiny object (or tool or program or methodology) and challenge their teams to rush through the process of implementing their big idea with record speed. This race to the finish line frequently skips the important steps that are required to ensure a successful project. And, sadly, the tool or program or project is deemed “unsuccessful” and discarded on the island of mis-fit and forgotten business initiatives.

 

It doesn’t have to be that way. There is a proven process that can help minimize some of the implementation headaches that often go hand-in-hand with new technologies or approaches: the pilot. Much like its Hollywood counterpart, where producers test how a new show will be received by the target audience, the technology pilot breaks down an implementation into a smaller group or business division allowing program owners to see how a larger roll-out might look.

 

When I’m looking to test a software pilot there are a few tricks I’ve discovered to help identify the right business group(s) to engage:


Position the pilot as an “exclusive” opportunity.
If participation is seen as a unique opportunity/benefit only open to teams that fit certain criteria, you’re more likely to uncover teams who will have greater commitment to the pilot. If you have budget to completely fund the pilot—or cover at least a portion of the costs—even better.

 

Create a standard application and call for participation.

Develop a list of questions to ask program owners that will help you determine which groups are a good fit for the pilot. Require all who are applying to answer standard questions like a few I’ve listed below. Questions like these can go a long way in weeding out teams that are not fully prepared to devote the resources necessary to test the pilot.

  • Do you have a dedicated technology partner to help with implementation?
  • What resources (budget and people) will your team make available to support this pilot?
  • Is there an executive stakeholder on your team who will be prepared to act as a champion if the pilot is successful?
  • What business value could this pilot bring to the company? For example, the desired outcome from a sales pilot would be a faster time-to-sale, thus contributing to the company’s overall bottom line.

 

Make business value (money made, time saved) a top priority.
Business value is an important consideration when running a pilot as it (hopefully) provides the best and fastest way to test the ROI of the impending implementation. Obviously it will only be a sample since the true cost of a wider-scale implementation can only be realized after a broader roll-out. But it can go far in demystifying the new platform and demonstrating how this new way of getting certain work tasks done—or engaging with your customer; however you’re planning to use the software—can provide tangible benefits to the company.

 

Require pilot teams to become advocates upon successful completion.

One of the greatest ways to build enthusiasm in your workforce for new technology or processes is to “wow” your pilot team and then let them loose to brag about their success, ad nauseam. In terms of inspiring greater adoption no corporate edict or executive mandate is as effective as showcasing the success of pilot teams and asking participants to share their stories with their peers. In essence you want them to shout about their positive experiences from the rooftops.  Honestly, this is truly the secret sauce of widespread adoption.

 

Pilot projects are by no means exclusive to a Jive Software roll-out or even a software implementation in general. I’ve seen this methodology work successfully for kicking off a variety of new business processes or ways of working. In the end it’s all about failing, improving, and succeeding quickly and on a smaller scale to help pave the way for larger and more enthusiastic adoption. And since change can be hard—even for the most nimble organizations—proven successes can more-times-than-not make the difference between a project that’s fabulous or a flop.


Of course pilot projects aren't without their own challenges, which I think is inherent in the process itself. After all, if you aren't failing you aren't learning. So I'm curious; what have been your experiences with pilots, software or otherwise? Do you have any tips to share on how you kept your own pilot projects on track? Do you have specific metrics you've used to help you determine whether or not your pilot was successful?

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Here are some ways executives use collaboration technology inside their organizations (as opposed to email):

  • Blogging: Write a few thoughts about an article found on the intranet or Internet. For example, a Harvard Business Review or Forbes: http://www.forbes.com/sites/ciocentral/2012/04/10/social-customer-service-dont-compete-against-machines/, that pertains to your business, and link to the article.
  • The CEO asks: Start a discussion with a topic that you want employees to discuss, for example, "How can we be more innovative?" Do this in a dedicated "The CEO Asks" place to make it easier for people to find.
  • Ask the CIO: Enable a 2 way open dialogue about IT within your organizaiton.
  • Embrace the new way videos: Post a video that encourages participation, communicates a message about IT strategy, and change and innovation.
  • State of the business updates: Write a short post each quarter, which could simply be a summary of what's shared with Wall Street or industry analysts.
  • Company site visit descriptions: Write about your travels to your company's various sites. For example, if you just came back from meeting with your team in Seoul and you happened to meet the mayor, write about the interesting customs you learned about.
  • Town Hall Meetings: A central place for employees to ask questions before, during, and after organizational meetings.
  • Offer encouragement: Post status updates that exude excitement about something related to your business, or something fun about your company.
  • Link to what you're reading: Share links to interesting intranet or Internet content.
  • "Like" content: Click "Like" on others' status updates, discussions, documents, and blog posts. You'd be amazed at how an exec's "like" perks up employee morale.

 

Also check out:

Open Leadership and Coaching Executives

 

Some video examples of Executives talking about how they use Jive in their organizations:

 

UBM CEO on building community within his organization:

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Terry McGraw, CEO of McGraw-Hill introducing "Buzz", their new social intranet:

Terry McGraw on working and collaborating at The McGraw-Hill Companies - YouTube

As we mentioned on mainstage at Jive World and in our recent products post, Mobile is the biggest and most globally disruptive technology change on the horizon. Jive is focusing and investing in mobile in a HUGE way, beginning with our release today.  In this release, we are focusing on 3 major areas - Universal Native iOS app for iPhone and iPad, Mobile Web for Customer Communities and updates to Jive Present. Here are some more details on what's coming and how you can learn more.

 

  • New UNIVERSAL iOS native app for iPhone and iPad - We've focused on being an early mover to develop for iOS7, delivering a consumer-grade, consistent user experience whether on iPhone or iPad. This "native app" is the best solution in the market for employees to find experts and information quickly, to stay strategically aligned, and to collaborate effectively on the go.

 

  • Significant improvements for Mobile Web -  We've focused on improving the guest experience on mobile, offering a clear way to search for information and find answers quickly in a branded environment without having to download an app.

 

  • Advancements in architecture & security that drive our competitive advantage - "Bring your own device" (BYOD) has exploded in the enterprise and has proven to be a new challenge for IT to mitigate risk and comply with regulations. We've made significant improvements to security, user authentication and mobile device management (through partnerships with Good Technology and MobileIron) to address and provide a comprehensive solution to allow IT to more effectively manage their business.

 

  • Jive Present - The latest release of includes many enhancements to our existing app and a brand new Android AppJive Present now manages more than just content and multimedia on or off line.  You can create and upload your own HTML5 apps such as sales playbooks, product tours, or order forms with links back to content and places.  With Jive Present's CRM integration you can sync contacts and leads sellers tablets, easily select / send documents to them, and track content used with buyers.  There are also many other enhancements such as more robust ways to manage and search for content by tag.

 

Consult the following blogs for more specific product feature details and release notes.

 

Similarly, for our developers in the audience, we're also releasing a mobile SDK - (Jive iOS SDK · GitHub) so you can take our best-of-breed app structure and configure it for different use cases.  For an example of the SDK in the wild, check out "Jive Beat" from our technology partners In the Pocket. Jive Beat provides a fast and easy way to scan social activity in your community - status updates and images - to stay up to date on the latest while you're on the go.

 

Stay tuned as we continue to innovate and release updates to our mobile experience. We'll be blogging about the latest here and in the Products Space.

 

For all other goodness about the fall release, please consult Jive's Fall 2013 Jive Cloud Release is HERE!

When it comes to business, we're ever so much more comfortable with the rational aspect of everything. It's business, it's not personal ... but at my company, Swiss Re, our leaders are strongly focusing on emotional commitment. In my role as Head of Community Management I'm thrilled about this - and glad to nudge it all in the right - the social - direction .

FB_Pix.pngIt's easier to just talk "business" - and yes - in the long run every client relationship has to be not just meaningful, but profitable. So yes, there must be the cool and collected side of strategy, of plans, of spreadsheets, of metrics, of numbers. All of that is the polar opposite of emotional. Across corporate worlds, we're a pretty damn smart bunch. My company is often even referred to as "the knowledge company" - across the company we excel when it comes to the analytical side of our brains.

 

I keep observing the same thing across industries - they focus their marketing activities on showcasing just how smart they are, on the smart products, innovations, solutions ... but when you think about it - everyone knows about that already - the smarts is basically expected to be built into the package. The analytical side is the basics, something that obviously goes with it - it frankly is neither surprising nor exciting - so why do we still constantly focus on it? Why is it front and center of everything companies say and do? I'll tell you why - because it's safe, because it's not personal. We dress in plans, we wear our numbers - we do ever so much to ensure that the human side of us has little to no chance of making a showing.

 

Social, today, has become the norm - the world of connectivity is here and here to stay (well unless a solar storm knocks us out). Sometimes I still see experts/analysts/leaders shy away from social. But where I used to be understanding back then, today I'm clearly point out that "oh it's all new and I'm not comfortable with it" just doesn't cut it anymore. Marketers should make use of every channel out there, they should be wherever their customers/clients are - whether that's retail or B2B - they're all real people at the other end. So analyzing a market or customer is one thing - the other part is at least as important - to commit emotional to that client. In a nutshell, this is how I see it:

 

I KNOW - the rational commitment (left brain)

I CARE - the emotional commitment (right brain)

 

Isn't that what everyone wants? I want to care, I want that others care. It is all about forming relationships, and they don't happen through numbers, they happen through giving time, through caring, honestly, authentically. That's how we'll really get to know our clients, that's how we really reach them, that's how we really make a difference for them and for us.

 

If the "WHY we should care" is clear (and it certainly is for me) - then what about the HOW? We're busy. Whether we physically meet clients or have them on the phone - it all takes time. Time to prepare the strategy, the talking points, the negotiations - a meeting isn't one hour, isn't one dinner - there's always pre and post ... but just to make that clear again - all of that is left brain activity. The HOW is in between, the HOW is always, the HOW is social connectivity.

 

"Social" allows us to engage our clients wherever we can, whenever we can - and the more personal, the better, the stronger. No need to take business activities to social media - but use it as part of your emotional commitment to your clients - make it part of your relationship management. If you had a good meeting, look up your client - use the momentum and send him an invite to connect on LinkedIn (you've probably done that already). Then find and follow them on their Twitter account if they have one (it shows that you're interested in their views) ... and then take the leap and send them a friendship request on Facebook (it shows that you care, that you like them, that you're interested in forming a stronger relationship beyond the numbers). Without any additional tools, social media seemlessly merges with social business. Be where your relationships be strengthened - and soon you'll know when the son lost the first tooth, you see that the sister just got married, you realize that your client looks just like his grandfather who turned eighty-five, you'll find that you like the same things, you'll congratulate them on a great holiday moment, you'll like a picture and a comment here and there ... over time, you'll have more things in common, more things to talk about. Over time, your business meetings will change, your conversations will deepen, your connections will strengthen. No doubt you think you're already emotionally committed (you do, right?) - but I guarantee that you ain't seen nothing yet.

 

Every company claims that they want "passionate employees" ... that also means enabling them with tools, trainings and the freedom to be out there. We want people to be as emotionally committed, as motivated and empowered, as is possible. And a lot more is possible! We want people to CARE about their client, their job, their team, the company. I do, pure and simple. Mine isn't a job, it is a passion, it is something I genuinely care about. My clients are Swiss Re employees .... and guess what, of course many of them are friends of mine on Facebook! I've never been more connected with my company, never been more passionate about it and that is, to a large degree, thanks to the emergence and immense possibilities of social networks.

 

Emotional commitment ... do I have it? Do I care? Is the Pope catholic?! Life's short (and our time spent at work and/or working is a big chunk of that) - make it count. Make a difference, matter, care!

 

PS: In case you're wondering about the picture - it's a snapshot taken from images on my personal Facebook account - and it gives you an instant glimpse of how much better you'd get to know people by connecting with them there.

We live in a very fast paced time, and I find it really hard to keep up with industry trends and hot topics on a day to day basis. You really have to set aside some time each week or month to educate yourself through articles, networking events or attending conferences. What if there were one place you could access some of the most telling and influential articles or quotes each month from The specified item was not found. thought leaders across the web? That's exactly what the Jive social team is doing - just for YOU!

 

We've been creating SlideShare decks to share these hard hitting articles, tweets or quotes with y'all along with links if you want to read on. We hope that this helps you stay up to date with the social business industry. Enjoy our latest SlideShare from this initiative - October Insights from Social Business Thought Leaders:

 

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Travel back in time and see what thought leaders were saying during the following months and how social business as we know it has evolved. These create really interesting time capsule pieces...

September

August

July

June

May

 

Every month we will publish a similar SlideShare. For November, keep your eyes peeled for a special JiveWorld365 thought leader SlideShare.


Feel free to share with me any of the forward thinking social business content that came out of JiveWorld. Let me know how you think we can take these content pieces further or make them more helpful for you!

Recently at JiveWorld13, Michael Ambrozewicz and Thyda Nhek from DIRECTV presented their success story on the adoption of CORE, DIRECTV's internal, Jive-powered social intranet. If you attended JiveWorld13, you can view the session recording here: DIRECTV's CORE Champions Program Drives Social Intranet Adoption and Advocacy. Otherwise, you can read about their adoption program below.

 

If you have any questions about the program, feel free to leave a comment! I'll be sure to loop in the appropriate person to answer your question.

 


 

About DIRECTV

DIRECTV is one of the world's leading providers of digital television entertainment services delivering a premium video experience through state-of-the-art technology, unmatched programming and industry leading customer service to more than 34 million customers in the U.S. and Latin America. In the U.S., their 40,000-person workforce including employees, contractors, partners, and other vendors spans more than 25 customer care centers, more than 175 field service locations, two primary satellite broadcast centers featuring some of the world’s most advanced technology, and three staff offices for IT, Sales and Marketing, Engineering, Content Strategy, Human Resources and other teams


Creating a Connected Enterprise

In early 2011, the Information Technology (IT) and Human Resources (HR) teams at DIRECTV needed a platform to enable their knowledge workers and internal employees to easily connect and share information, create profiles with searchable expertise and knowledge, promote and fulfill internal job openings, collaborate within project teams, and reduce time spent in meetings and managing emails. The IT team evaluated a variety of platforms including Jive, Microsoft SharePoint, Newsgator, and others, and at the same time, HR worked on migrating their current intranet sites and wikis to SharePoint. After aligning their initiatives and evaluating the applications, IT and HR collectively chose Jive to support their vision for a “Connected Enterprise.”

 

Jive was chosen primarily due to the user experience it offered, which put people at the focal point of the experience, rather than documents.  In addition, Jive offered many plug-ins that integrated with legacy content management applications (i.e. SharePoint), current business applications (i.e. Microsoft Office and Outlook), and HR applications (i.e. Taleo), which met the majority of DIRECTV’s business requirements. These integration features enabled DIRECTV to enhance their user experience as their community achieved growth and adoption.


CORE: A New Way to Work

DIRECTV conducted a soft launch of their Jive internal community instance called “CORE” in May 2012. CORE was originally released to approximately 700 employees from various departments including IT, HR, digital marketing, and other early adopter teams such as its diverse employee resource groups.

 

CORE makes it easy for DIRECTV employees to connect, collaborate, access and share information with each other and business partners and vendors in multiple settings (at work and outside of work), leading to greater engagement and productivity, better decision-making and increased innovation.

 

DIRECTV decided that the initial deployment of CORE would be limited to a relatively small number of employees in order to:

  1. Introduce a cultural shift to the business without too much work disruption.

  2. Allow CORE application administrators and community managers to observe the impact of using a social collaboration tool internally, in order to create on-going adoption and training strategies.

  3. Establish the CORE support team and enable the CORE support teams (i.e. IT and HR Corporate Communications) to determine their needs to support the platform and obtain appropriate resources (i.e. Organizational Change Manager, Community Manager, Technical Administration, Training, etc.).

     

The Adoption Challenge

The CORE team assumed that this would “go viral” by itself – a common assumption of many organizations implementing a social collaboration platform. The community grew slowly from 700 to 1000 from June to October 2012 since CORE was only communicated and promoted to selected departments and there was no push from senior leadership to utilize Jive.  For such a large deployment, the CORE team realized that they would need a more prescriptive approach. To drive adoption, HR and IT community owners put together an adoption plan that included a training campaign and communication plan. In late October 2012, JCS Consulting was recruited to develop a strategy that could drive sustainable and scalable adoption of CORE.


The CORE Champions Program

With thousands of employees to train on CORE and a small team to make it happen, DIRECTV enlisted the help of JCS to develop and deliver a comprehensive training program designed to take employees from novice to expert users of Jive in a matter of weeks.

 

Given their past experience with large enterprise deployments of Jive, the JCS team knew that simply training users on the mechanics of using Jive would not be enough to cause the shift in work habits that would result in viral adoption. To achieve the vision of a Connected Enterprise, JCS needed to deliver a training program that not only equipped employees with the technical skills necessary to participate on CORE, but also helped to create the vision of “why” the Connected Enterprise was a better way to work.

 

JCS took a unique approach beyond basic user training and incentivized all end users to become power users through an advocates program known as “CORE Champions.” The CORE Champions program empowered CORE’s most active and engaged users to become community leaders through advanced training opportunities that included community creation, growth and management; moderation best practices, and change management skills to help their community members make the transition from closed, siloed working habits to open and collaborative communication on CORE.

 

JCS launched the CORE Champions training program in late October 2012 and delivered trainings to a variety of DIRECTV departments and locations. In addition, the HR Corporate Communications team at DIRECTV launched the communication plan to announce the release of CORE to the entire population at DIRECTV.

 

core champions

 

The CORE Champions program included 4 main courses:

  • Basic User Training: Entry-level Jive technical training to enable all users to start participating in the community and creating content in CORE.
  • Group Manager Training: Intermediate training for any interested, active users of CORE that want to create their own communities. Topics covered included use cases for various departments and best practices for community management.
  • Projects Training: Intermediate training for group managers that want to learn how to use Jive’s project management capabilities to enhance productivity within their teams.
  • CORE Champions Workshop: Power-user training for active community managers that recognize the value that CORE brings to DIRECTV. Topics covered include advanced community management, deeper use case analysis, and best practices for gaining adoption and participation within CORE.

 

Classes were developed and delivered on a pilot basis in November and December of 2012.  Once the classes were “tuned,” they were delivered in-person and through dozens of webinars, and CORE Champions workshops were offered in person only for those who had completed the basic-level and one of the intermediate-level prerequisite trainings. The JCS team traveled with key HR team members leading the CORE adoption strategy to various locations to deliver the trainings during the first quarter of 2013. Over 5,000 DIRECTV employees attended either in person or online training, including nearly 500 who completed the Champion-level training.

 

Once CORE Champions completed the training series, they were invited to an exclusive CORE community to share war stories, lessons learned, and ideas to grow the use of CORE. CORE Champions could also use the community to get support from the CORE team and their peers whenever they encountered an issue. CORE Champions continue to drive the growth of CORE and help DIRECTV achieve its vision for a Connected Enterprise, and the CORE Team regularly recognizes instrumental Champions in person at senior-level staff meetings and in blogs posted to CORE’s internal public communities.

 

“Developing our Connected Enterprise strategy along with planning how to drive adoption of CORE challenged us to think differently about how we typically engage our workforce. JCS Consulting’s experience helped us more clearly and quickly identify the reasons people and teams would resist these new ways of working. More than a consultant, the JCS team members were true partners – not only willing to learn our business but, most importantly, experience how our employees work each day. By living the status quo with us, they helped us engage employees in new ways of working through communications, training and peer-influence tactics. Without them, we wouldn’t have the adoption rates and ROI that we’re fortunate to have today.”


Michael Ambrozewicz
Senior Manager, Corporate Communications and Diversity & Inclusion
DIRECTV

 


Results

From October 2012 to April 2013, membership in CORE grew from 1,000 to over 8,000.  Hundreds of active groups within CORE can cross both organizational and geographic boundaries (while maintaining appropriate security), allowing DIRECTV employees to make faster decisions using better information, and to bridge silos and geographic divides that support the company’s broader cultural transition to be more collaborative and customer-centric in its work streams.  As a result of providing training at the basic, intermediate and advanced levels, and implementing a multi-stakeholder communications campaign, DIRECTV’s adoption rate has improved and various organizations within DIRECTV are now in the planning stages to extend CORE usage beyond the initial deployment to 10,000.

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Today, I'm thrilled to announce that Max Calderon has become Jive's new community manager!

 

In just 18 months as a Jiver, he has

   * helped onboard more than 100 new employees

   * created and managed spaces and groups for sales, partners, and customers

   * edited and published tons of internal training videos

   * and managed the company's own usage of Jive Present and Jive Present for Partners

 

Moving forward, Max will be taking over for the legendary Ryan Rutan and building relationships with each of you.

 

Specifically, I've tasked him with the job of creating communities that showcase the true power of Jive Software and inspire engagement; leading the worldwide user group program; sharing regular product tips and tricks; and measurably improving KPIs around areas like brand awareness, customer communications, and engagement. No pressure!  

 

To help you get to know Max, I did a brief Q&A with him, and he also posted this video introduction: New Community Manager?!

 

Q. What's your main focus going to be as the new community manager?

A. I'm focused representing and engaging the community. I'll do my best to connect experts with those asking questions, and personally assist when I can. That said - I don't know everything! Please be patient, especially since I'm not a developer. Unlike Ryan, I can't fix code, but I know some brilliant peoplewho can help.

 

Q. What most excites you about this position?

A. I really, really love learning and getting to know people. I can't wait to get engaged and help out.

 

Q. Beside's what you've mentioned in your video, what are 3 things you want people to know about you?

A. 1. I'm a huge fan and power-user of mobile technologies (Anuj Verma and team have to suffer me every day). 2) I nerd out about our industry, where different technologies sit relative to others and their niches in the market. 3. Heads up for lots of questions. I ask a lot of questions.

 

Join me in congratulating this self-proclaimed, "drummer, skater, gamer, nutrition/fitness/technology geek, foodie, outdoor fanatic, and animal lover."  I couldn't be happier that he is joining my team and that our entire community will now get to experience his passion for all things Jive. 

 

A quick blog post as follow-up to a comment during Jive World 2013 presentation on Transforming the Customer Experience for the concept of 'hat trick' in social business.

 

Certainly being persistent, repeating you and being resilient are characteristics we understand. But what I believe we must embody in our actions and words are:

 

Honest conversation. From strategy model development conversations to actual community conversation. We look in the mirror through social every day and we must be honest with ourselves, with our words, with our actions and our approaches consistently in order to realize true social business.

 

Authenticity. We approach our strategy development and social business validation process with authenticity with our peers, our clients and our entire ecosystem with this concept always top of mind. A shout out to many great thinkers in this area, including: Joe Pine, Brene Brown, Marcia Reynolds and Sally Helgesen.

 

Trust. If we do the H and A well in our work, the T comes naturally. Which is why it is paramount to dialogue, develop strategy and communicate with honesty and authenticity in order to build trusted digital communications. I've seen language around how people are trying to monetize this notion of trust, but like culture, it's not something you can truly 'purchase'.

 

I grew up in Michigan where as soon as the ice froze on our lakes and ponds, we pulled out our skates, which is why I have drawn the parallel for scoring in social business strategy with hockey.

Whether you’re just beginning to think about social or have already begun to incorporate disruptive technologies into your business, this webinar should not be missed!

 

Save your place now for this EMEA Webinar on 12th November at 3pm UK/4pm CET as Steven McAllister (CEE Chief Knowledge Officer for PwC) and Christopher Morace (Chief Strategy Officer for Jive Software) discuss how:


  • PwC has derived real value for 100,000+ employees using social technology in the enterprise
  • Rapidly-developing social technologies are impacting the world in which we live and the places where we work
  • These technologies can deliver tangible business value and positively impact the bottom line


Make sure you attend the live event and we will send you a free copy of Transform: How Leading Companies are Winning With Disruptive Social Technology!

Register your place now!

 


Speakers:

 

Steven Mc


     Steven McAllister, Chief Knowledge Officer, PwC, Central & Eastern Europe

     Steven was the Global Adoption Leader for Spark, PwC's global social business tool (built upon Jive Software's platform).

     In this role, Steve focused on driving awareness of the benefits of this rapidly-emerging technology and providing guidance on how to integrate

     Spark into core PwC business processes for the firm's 180,000+ employees.



Chris Morace     Chris Morace, Chief Strategy Officer, Jive Software

     Chris has spent the last 20 years helping large enterprises implement the digital technologies that revolutionize the way we work and communicate.

     Leading Jive Software’s product strategy and, subsequently, serving as Chief Strategy Officer has given him a front row seat to the transformation

     unfolding in business today.

I'm happy to announce the winners for the 2013 Jive Awards! The Jive Awards celebrate outstanding customer results using Jive, and each year we look forward to recognizing our amazing customers. We had a record number of submissions this year across seven different categories that were all very impressive. Thanks to everyone for submitting their success stories.

 

Congratulations to the following 2013 Jive Award winners!

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The Engage Employees
award recognizes a social intranet solution that helps foster cross-departmental collaboration, efficiency improvements, problem solving and innovative approaches to drive adoption.

  • Winner: Thomson Reuters
  • Thomson Reuters selected its enterprise social network to break down traditional barriers of org charts, geographies and politics among the company's 60,000 employees in 100 countries. In implementing Jive, Thomson Reuters consolidated 14 intranet sites into one central hub that became the gateway for how virtually every employee finds resources, starts conversations and develops communities within the company.




 

 

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The New Way to Business award recognizes an organization that has demonstrated a strategic organizational change in the

way work gets done, for the better.

  • Winner: Schneider Electric
  • Schneider Electric's Jive implementation fundamentally shifted and streamlined nearly every internal process and system in the organization's Smart Infrastructure division – from agile product development and professional services to sales and event planning. A global specialist in energy management, Schneider Electric was able to reduce a siloed landscape of more than 25 disparate corporate systems down to eight mission critical components – with Jive's social enterprise platform placed firmly in the center.





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The Engage Customers award showcases an organization that has built a customer service solution that has improved customer satisfaction, increased loyalty and boosted engagement.

  • Winner: Oracle Eloqua
  • Eloqua, a wholly-owned subsidiary of Oracle and a leader in marketing automation technology, created a thriving Jive community for customers to connect, share experiences, improve their expertise and knowledge. By engaging in features like gamification, polling and blogging, Eloqua increased the engagement of its loyal and active community by as much as 55 percent, helping drive sales and renewals while at the same time reducing support costs.





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The Teaming award recognizes a company that has used Jive to improve team collaboration and positively impact business outcomes. 

  • Winner: Fidelity
  • Recently, Fidelity upgraded and re-branded its internal social network, which has included Jive for a number of years. The company saw immediate success with its more than 40,000 associates around the world working together across business units and collaborating as a truly social business.






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The New Way to Lead award recognizes a company that demonstrated a shift in the way work gets done, from a top-down management style to a more collaborative and open leadership approach using Jive.

  • Winner: Mylan
  • Mylan, a global pharmaceutical company, deployed Jive to accelerate the pace of change and innovation across the company. Driven by strong executive support and involvement, the company launched its Jive community to more than 20,000 employees on the same day. And in just two short months, the company achieved its initial goals of employee engagement - with more than 70 percent of employees registered and 58 percent active on a daily basis.





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The Engage Partners award recognizes an organization that drives business results by engaging their customer network in a collaborative community environment.

  • Winner: Steelcase
  • Steelcase, a leader in the office furniture market, launched its Jive community a year ago to link and engage its dealers, customers and partners. Serving as the global workplace hub for information sharing and collaboration, the Village helped Steelcase increase dealer loyalty and satisfaction and strengthen its brand value and marketing effectiveness.






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The Extend Jive award, a new category this year, recognizes an organization that developed a solution which leverages Jive APIs and integration frameworks.

  • Winner: Pokeshot/SMZ
  • Pokeshot/SMZ, based in Berlin, Germany, offers products and services for Jive. Most recently, the company developed a full-featured learning management system, SmarterPath, built on the Jive API. By leveraging the power of the Jive platform, Pokeshot was able to accelerate time to market while reducing development cost. SmarterPath is featured on the Jive web site at http://www.jivesoftware.com/social-business-platform/add-ons/.

 




We are really thankful to everyone who was able to attend JiveWorld13 and all of our customers worldwide. What do you think it will take to win a Jive Award in 2014?

This year's JiveWorld365 keynotes were filled with mind-blowing entertainment, social business case studies, and product announcements.  In case you weren't able to join us OR you want to re-live the magic, we are posting the recordings.  Personally, I can't wait to re-watch the Dr. Eddie Obeng video over and over and over again!

 

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Click to view the keynotes again.

 

The social team will also be loading all of the session videos into the private The specified item was not found. group over the next few weeks. We will also be releasing a new video every week on the public JiveWorld365 space for community members that couldn't make the big show.

 

Comment below with your favorite JiveWorld365 main stage moment.

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Krissy Espindola (@KrissyEspindola), Director Knowledge Management and Social Support at T-Moble kicked off Mainstage brilliantly today.

 

Today consumers live in the world of NOW. There was a need to create scalable social programs for T-Mobile customers to share their views freely. Before T-Mobile launched Jive, they were working in silos with little collaboration and limited visibility into the customer experience. There was no true picture of the real-time customer experience even though the cornerstone of T-Mobile's brand promise is the customer experience.

 

Jive helps T-Mobile deliver on the brand promise of being the un-carrier and a customer-centric organization. Conversations linked to real people created transparency and accountability as well as created a unified environment. T-Mobile finally was able to understand what the customers were saying, and therefore know how to innovate to fit their needs. T-Mobile's social strategy is to listen, engage and resolve. T-Mobile started with a pilot of Jive, and now Jive is used across 4 brands, 17 US call centers, 18 international call centers, and gets over 730 million views a year across all Jive instances.

 

T-Mobile has been able to see incredible improvements in business through customer service. Here's a peek at some of their key metrics:

  • Reduced FTE by 67%
  • Saved $8 million over 3 years
  • CSAT: 31% improvement
  • Call Deflection: 40% improvement
  • Call team has increased productivity by 20%
  • Reduced call backs
  • Resolving cross channel gaps
  • myVOC improved


Krissy Espindola left us with three key takeaways from T-Mobile's social business experience:

  • Be un-traditional  - Take risks and try something new to achieve your goals.
  • Be un-filtered – Allow tough conversations to take place. You're able to learn more about your brand and your employees.
  • Be un-stoppable – T-Mobile believes their continued partnership with Jive makes them unstoppable.

 

Mainstage buzz through Tweets:

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Please share your insights from Krissy's presentation with me and the Jive Community!

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!

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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.

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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.

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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 www.jivesoftware.com.

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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."

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Tweets From The Presentation

 

 

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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!

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