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Jive Talks

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Hello everyone! This topic is very 'up' for me right now (meaning: re-channeling a rant ) so I thought it might make a good blog post here. Today's message is:

 

no-internet-censorship.jpg

If you already agree with this message, feel free to stop reading right here. But before you go, see if you have been asked any of these questions:

 

  • Having a customer community or being on social media is great, but what if customers bash us?
  • Can we just delete negative comments?
  • Don't rants just poison the well? Is there any benefit to such 'discussions'?

 

In answering these questions, my focus is on customer relationships. But these principles apply to employee communities as well. Just replace 'customers' with 'employees' and see how that may fit for you.

 

Question: What if customers bash us in the community?

 

Answer: If customers want to bash us, they're going to do it anyway.

  • Better that they do it inside our community rather than out in public
  • Having the feedback occur in the community means we are more likely to see it, and can respond
  • If customers are bashing us, this is an opportunity to have a conversation with the customers, where we can either:
    • Provide explanations
    • Learn from their feedback
    • Make improvements to our products or services
      (for great examples of companies learning from, and making changes due to, customer feedback - see Sameer Patel's excellent post Synchronicity)

 

Question: Can't we just delete the negative comments?

 

Answer: Yes, we could. But it is the wrong thing to do. The backlash created by deleting a customer comment could be even greater than the original comment itself. Also, just because a comment is deleted doesn't mean it is gone. Someone could have taken a screen shot. If the community system has email notifications, then multiple copies of the original comment are still out there in the world.

 

If a customer comment is deleted, what message does that send?

     "We don't want your feedback."

     "We don't like that comment."

     "We don't agree with your comment."

 

These are all opportunities for conversation and relationship building. (Except maybe the first one - "We don't want your feedback." A company that does not want feedback should take a hard look in the mirror on that one.)

 

Why is this topic so hot for me? A complaint discussion in our customer community was started a few weeks ago. The thread now has 118 replies, 1,577 views, and still growing.

 

With numbers like these, the situation could be characterized as an out-of-control wildfire. But thankfully, because of swift and continued attention, the situation is a controlled burn. And just like a controlled fire, my hope is that the environment will be cleaner and healthier after the ashes have settled.

 

If this discussion were occurring on the public web, I would imagine the number of replies and views would be much higher.

 

If we were to delete this discussion from our private community, I think the backlash would be spectacular. #EPICFAIL, anyone?

 

Question: Do negative community threads like this provide any benefit to anyone?

 

Answer: YES. Reading firsthand customer frustration is not fun. Some of the content may be just venting or bashing. But it is a matter of separating the wheat from the chaff. There is a lot of valuable information to be gained:

  • What are the specific pain points?
  • Is better or additional training needed?
  • Are the customers reporting issues that we didn't anticipate?


Benefits:

  • Show up. Participate. Demonstrate to customers that the company is listening and that we care
  • Provide answers. If one person is confused, others may have same question
  • Damage control. Correct mis-information. Quell rumors
  • Learn which areas of our systems and processes can be improved


gift.jpg

As painful as negative comments might be, they actually a gift. Customers are taking the time to tell us:

  • What they need
  • How they are affected
  • What they care about
  • How we can help them be successful

 

Why would we want to turn our back on these gifts? So my message today is: Don't put a muzzle on the gift horse. Use complaints and negative feedback as an opportunity to have a conversation, learn, and build stronger relationships.

 

Trisha Liu is the Enterprise Community Manager at HP ArcSight. She is a Jive Software Champion and Charter member of the Community BackChannel. You can follow Trisha on Twitter (@mor_trisha) or on Google+.

Jive+2011+Highlights+Infographic_FINAL.jpg

Today we are hosting our first earnings conference call as a public company -- a major first for many reasons. Without going into all the details (which you'll see below) Jive had a great 2011. Bottom-line:  it's been a legendary year for Jive. 2011 could not

 

have been possible without our customers -- the visionaries in this space. A big thank you from all of us at Jive!

 

To our customers, I've said it once and I'll say it again, you are the agents of change. Together as a team, we have shown that social is no longer just the new way to business. It is rapidly becoming the only way to do business.

 

In the video below, Matt, Bill, and I -- along with some of our customers -- talk about how social is transforming work. It's the truth -- the future is bright -- not just for Jive, but for our social business ecosystem. I often reflect upon how you don't get many moments in your career to say "I was there" when a massive paradigm shift took place. And let me tell you, we are here now. If you look back on 2011, and ahead to 2012, social is the new currency in all of our interactions, personally and professionally.


 

Setup

 

(Note: this part was written back on 1/25/11.  And apologies if the images are difficult to read, pop them open and they will be just fine.)

 

A few weeks ago, Deirdre Walsh tasked me with writing a Jive Community blog post about how we could use Jive Fathom to monitor the ads that are played during the Super Bowl.  Here's what I've done, so far, with final analysis to come after the game airs:

 

I gathered the list of potential advertisers from multiple sources (for some reason, some advertisers like to keep mum about their Super Bowl ad plans), notably:

 

Set up 50+ (and counting) monitors for various brand names.  Many of the larger advertisers are doing specific product line ads, so there may be some overlap.  For instance, Chevrolet is running separate commercials for at least 4 car models.  I've split those into separate monitors to get more fine-grained results.

 

Here's the list of brands with more than one monitor, and the reasoning behind that:

 

BrandProducts or TermsNotes
AcuraAcura, Seinfeld, Soup NaziSeinfeld and Soup Nazi Return in Funny Acura SuperBowl Ad
AudiAudi, Twilight, vampireAudi is doing a vampire themed commercial: Super Bowl Ad: Vampires are no match for the Audi S7s LED headlights - Top Speed
BudweiserBudweiser, Bud Light, #makeitplatinumBudweiser is one of a few companies that has set up it's own hashtag for the Super Bowl.
ChevroletSonic, Volt, Camaro, SilveradoMultiple cars lines, under the Chevy umbrella.
ChryslerChrysler, FiatMost people will probably respond with "Fiat," but this covers both bases.
Coca-ColaCoca-Cola, CokeChoose your own adventure/ending type of ad, based on outcome of game, with polar bears.
DannonDannon, OikosIt's unclear whether this will be an ad for Dannon, or for their Greek yogurt brand, Oikos.  These should capture both, unless people can't spell Oikos.
H&MH&M, Beckham

Rumor has it that David Beckham will be modeling his new underwear line for retailer H&M.  Will people post about Beckham or H&M?  Capturing both.  Perhaps I should turn on the Fathom Pro image search for this one...

Fashion News: Super Bowl ad features David Beckham in H&M underwear - latimes.com

HondaCR-V, Ferris BuellerThis ad is causing a huge stir on the interwebs, as it was released already.  I suspect that we'll miss some of the results if people misspell "bueller."   Ferris Bueller Super Bowl Commercial: Matthew Broderick Reprises Role For Ad (VIDEO)
KiaKia, Motley, Lima, ChuckKia is debuting a male-fantasy commercial that includes super model Adriana Lima, Motley Crue, and martial arts fighter Chuck Liddell:  2012 Kia Super Bowl Ad Features Supermodel Adriana Lima - No Hamsters
M&MsM&M, brownThe Mars company is unveiling a new character: Ms. Brown: Super Bowl XLVI Commercial To Anchor Marketing Launch Of M&M’s Ms. Brown | The Big Lead
PricelinePriceline, ShatnerShatner is as much of a brand as Priceline, if not more.  Capturing both.
VolkswagenVW, BeetleAd will be for the new Beetle, but I wanted to make sure we capture people simply referring to the car as a VW.  VW stole the show last year with their kid-as-Vader commercial, so they're under considerable pressure to repeat.  VW Reveals Much-Anticipated Beetle Ad Ahead of Super Bowl | Special: Super Bowl - Advertising Age

 

I've limited the data I'm searching to only Facebook and Twitter.  I really want to focus on the immediate results on the social web.  This will reduce numbers, but hone in more specifically on those immediate and gut reactions.

 

There are also several ads that are only being run in select markets; I'm not tracking those.

 

I've added several qualifier words.  My results need to contain at least one of the following words or terms: superbowl, super bowl, commercial, xlvi, in addition to the target ("ALL") term.  This will also reduce the result set, but it will ensure the results we're picking up are directly related to the commercial that aired during the Super Bowl.

 

monitor.png

 

A preliminary check looks like Ferris Bueller and his ad for the Honda CR-V are early winners; we'll see if they can hold onto their lead...

 

ferris.png

 

Analysis

 

Well, it's Monday February, 6th, and the Super Bowl has come and gone.  How did the advertisers fare?  There were some definite winners, and some who probably wish they hadn't spent $3.5 million on a 30 second spot.  Because there were so many types of advertisers, I've broken the results out into categories.  After running through those, I'll do a summary analysis.

 

Consumer Products (not cars, not beer)

 

The top six advertisers in this category were:

 

AdvertiserNumber of Mentions*
M&M67,020
Pepsi34,032
H&M (using the "Beckman" monitor)12,669
Coke12,029
Samsung8,140
GoDaddy6,333

* remember, these are only Facebook and Twitter mentions...


M&M mention trends.png


Beer

 

The Budweiser company had several different products in the advertising mix.  In addition, they had a hashtag they released for the Super Bowl: #makeitplatinum, which appears to have been a bit of a flop, based on mentions.  Their commercial with the rescue dog, "Weego," was a hit.  Here are the results of the beer category (in which Budweiser essentially competed against themselves):

 

AdvertiserNumber of Mentions*
Bud Light15,576
Budweiser13,361
#makeitplatinum1,248

* remember, these are only Facebook and Twitter mentions...

 

Total BudweiserTotal Number of Mentions*
Budweiser30,185

 

Bud Light mention trends.png

 

Cars

 

Cars are the category that most people expect great things from, commercial-wise, during the Super Bowl.  This year had some good commercials that resonated with folks.  In order to dig into the details, I've broken the cars section into two two different categories, foreign and domestic.

 

Foreign

 

AdvertiserNumber of Mentions*
Audi14,497
Kia9,279
Hyundai7,778
VW7,764
Honda (Ferris Bueller monitor)6,394
Acura5,974
Acura (Seinfeld monitor)5,305
VW (Beetle monitor)2,193

* remember, these are only Facebook and Twitter mentions...


There are couple interesting things to delve into in the above data.  Several car companies did well with the multiple monitors I have set up.  You'll notice VW and Acura have four entries in the above table.  They were split out to ensure I caught all mentions by a particular advertiser.  For instance, many, many users referenced "Seinfeld" without mentioning "Acura."  The Seinfeld-specific monitor captured those.  So, if we roll the totals for Acura and VW together, we get a slightly different view of the data:


AdvertiserTotal Number of Mentions*
Audi14,497
Acura11,279
VW9,957
Kia9,279
Hyundai7,778
Honda (Ferris Bueller monitor)6,394

* remember, these are only Facebook and Twitter mentions...

 

Looking at the data split out graphically, this is what we see:

 

Foreign cars mention trends.png

 

What's interesting to note from the above graph, is that the "Ferris Bueller" Honda ad created a huge stir when it was first released on January 30th.  On that day, we captured 17,998 articles, by far more than any other car maker, on Super Bowl Sunday.  However, they weren't able to sustain that momentum of mentions through the Super Bowl.  Finally, Lexus and Suzuki barely registered (and aren't included above): they each had < 1,000 mentions.

 

Domestic

 

AdvertiserNumber of Mentions*
Chrysler16,947
Chrysler (Fiat monitor)13,885
Chevy (Sonic monitor)3,518
Chevy (Camaro monitor)3,380
Chevy (Volt monitor)485
Cadillac401

* remember, these are only Facebook and Twitter mentions...


If we roll this data up, we'll see a similar outcome, with Chrysler at the top:

 

AdvertiserTotal Number of Mentions*
Chrysler30,832
Chevy7,383
Cadillac401

* remember, these are only Facebook and Twitter mentions...

 

And here's the data, graphically:

 

Domestic cars mention trends.png

 

Winners

 

Looking at the data for Super Bowl day only, here are the top 5 advertisers, as picked up on Facebook and Twitter, based on mentions.

 

AdvertisersNumber of Mentions*
M&M67,020
Pepsi34,032
Chrysler30,832
Budweiser30,185
Audi14,497

* remember, these are only Facebook and Twitter mentions...


One more thing: if we include all the Facebook and Twitter mentions for "Ferris Bueller," starting when the ad was first released (Jan. 30) until today, Ferris squeaks into the top 3 based on mentions:

 

AdvertiserTotal Number of Mentions*
Honda (Ferris Bueller monitor)33,814

* remember, these are only Facebook and Twitter mentions...


But, who was the real winner?  It was, of course, Madonna.  Would you expect anything less from Madge?  Madonna had more mentions than all of the top advertisers.  And the Puppy Bowl did well, too, beating all of the top advertisers except M&Ms.  Part of these results might be that the halftime show and the Puppy Bowl were on for a significantly longer duration than the typical 30 second ad slot.  Or, part of it could simply be that Madonna is Madonna, and puppies are cute.

 

OthersNumber of Mentions*
Madonna97,859
Puppy Bowl41,140

* remember, these are only Facebook and Twitter mentions...


madge.png


Keep in mind that these are raw counts of mentions, only.  The cool thing about Fathom Pro is that it also analyzes the sentiment of each item returned.  But I might just wait to dig into sentiment analysis for another post on another topic.  2012 election, maybe?


What was your favorite commercial of the Super Bowl?

178

 

WOW - that's big.  I have to say I was surprised when I read that in Matt Wilson's recent article from Ragan Communications. According to a recent report from the Altimeter Group that's the average number of discrete social media accounts across global corporations they talked with (like Hallmark, Adobe, JP Morgan, etc.) - NOT including employee accounts.  Many companies don't even have an accurate count of all the corporate social handles.  And now virtually every employee has accounts across multiple social networks.  A tongue and cheek example of this absurd reality (from a recent YouTube video) we now live in -

 

 

That humorous example of the array of networks both companies and their prospective customers navigate now on a regular basis isn't too far off from reality.

 

So two questions to ask yourself-

  1. Is information overload further exacerbated by social media?
  2. Could people across your company benefit from leveraging and tapping into social media?

 

On #1, I'm of the same mind set as Brian Solis, who wrote another great post recently on The Fallacy of Information Overload, and Clay Shirky - "There's no such thing as information overload - only filter failure".

On #2, I'd go even further and say that without an easy an intuitive way for people across your company to easily set up the right social media filters around topics and information that could help them do their job better they will NEVER be able to leverage the power of social media.

 

So everyone is on the social web, as my Social Business Index infographic pointed out a little while back, right.  Now is the time to throw everyone in the organization the life preserver before they really start drowning.

 

What do I mean by that?  I mean give every person a tool to leverage where all the real information across the web now lives - on social networks.  This is the way Jive thinks about social.  It's not just for the brand police, it's for every single person.  And I'm glad we have this philosophy because it's both unique across the landscape of all the social business and media monitoring companies out there, and it's helping every person in organizations that work with us to be more productive.  Specifically, I'm talking about integrating social media monitoring capabilities seamlessly into the company's social and collaboration network vs. just the stand alone social media campaign tracking tool that the brand police leverage.

 

If you haven't seen our Fathom app before take a quick look below at some of the features (and there's more detail in myFathom blog post from few months back) and I think you'll get a better idea of what I'm talking about.

 

So yes, you have to do all the things that Jeremiah Owyang says in his report, but I'd argue that there's one giant to-do that is too often overlooked - solving the 'filter failure' problem for everyone in the company now that everyone is on social media


What are your thoughts?  Do you think every employee achieve better results if they could more easily tap into external social networks?

Recently Jive announced a partnership with Actiance, a leader in data retention and compliance solutions for regulated industries. The result of the partnership is a plug-in that integrates the Jive and Actiance systems and enables Jive customers to meet key corporate and government regulatory requirements. I asked Actiance VP of Marketing Sarah Carter and Jive SVP of Business Development Chris Morace about the partnership and the importance of a compliance solution for social content.

 

Screen shot 2012-01-23 at 9.40.59 AM.pngSarah, tell us a little about Actiance and the service you provide for companies.

Sarah Carter: Actiance enables enterprises in highly regulated industries to comply with corporate, state, and federal rules and guidelines while taking full advantage of modern communication and social systems. We help customers meet challenges such as eDiscovery compliance, data leakage, and the need for a common policy and reporting framework for simplified administration – not only when using traditional communication technologies such as email and IM, but also social systems. That includes both consumer social (Facebook, LinkedIn) and business platforms (Jive).

 

Why is social compliance important? How does the Jive-Actiance partnership address it?

SC: In the past, companies focused compliance efforts on systems such as email. In recent years, as Social Business solutions have become mission-critical at large and small companies, communications have been shifting to these systems. Many industry and state agencies have made it clear that retaining email records is no longer enough. Enterprises must keep records of social communications based on the content, nature and purpose of the communication. That’s created a potential compliance gap and presented companies with a difficult choice: risk non-compliance or forego the benefits of Social Business. The seamless integration of Actiance and Jive means there’s no longer a dilemma. Enterprises can take full advantage of the power of Social Business and still meet regulatory and corporate governance standards.

 

Who will benefit most from this solution?

SC: The companies who will benefit most are those in highly regulated industries with stringent compliance requirements – financial services, for example. Until now, some of these organizations felt they had to take a go-slow approach to Social Business because of the compliance risks. Now, with the Actiance-Jive solution, they can really tap the power of social while meeting all their regulatory obligations. So, for example, we’re seeing financial services customers taking quick action to meet regulations such as FINRA Notices 10-06 and 11-39. And customers who have been involved in various types of litigation are moving rapidly to put archiving policies in place so that Social Business content is available for eDiscovery.

 

Chris, from the Jive perspective, what was the driver that made you realize that a solution like Actiance was necessary?

Chris Morace: Our customers really drove this partnership with Actiance. Financial services has been one of Jive’s top three verticals for the last couple of years. Financial services firms are aggressive early adopters of technology, but they are also highly regulated at both state and federal levels. Because of this, we worked closely with these customers to understand how the use of Social Business affected their compliance practices. For example, one of our customers sits on FINRA’s (the Financial Services Regulatory Agency) board and was able to help guide us through the frequent updates by FINRA on what was needed. This ultimately led us to Actiance, who already had an extensive footprint in financial services. As we got to know their solution and roadmap, we realized that this could be the perfect partnership, not just for financial services but for other regulated industries such as life sciences.

 

So how will this Jive plug-in work with the Actiance system?

CM: The great thing about this integration is that it is completely transparent to end-users. One of the things that Jive’s customers love about Jive is the user experience, and we didn’t want to break that. Behind the scenes, however, there is a lot happening. All of the things that compliance and legal officers need to be mindful of can be maintained as policies within Actiance. When these policies are triggered, Actiance can pull appropriate information from Jive, maintain its relationship and integrity, provide management and security, and enable it to be easily navigated for eDiscovery purposes. The Actiance solution can also be used to protect intellectual property and sensitive personal information (such as credit card and social security numbers). And Actiance integrates with all of the leading archiving vendors if the customer wants to send the Jive data into another platform for long-term storage or eDiscovery.

 

Lastly, Sarah, as Social Business continues to become mission-critical, what advice would you have for companies in regulated industries?

SC: We advise customers to look at Social Business from a holistic perspective, i.e., one that includes enterprise as well as public social platforms. Platforms like Jive now provide a seamless way to interact with public platforms like Facebook, LinkedIn, and Twitter. Enterprises should look at implementing a compliance platform that can provide unified policies, security and management across all of the Social Business platforms and social networks they are using.

Well folks, its that time of year again. That's right, recovery from an action-packed triple-header of festivities honoring some of the most cherished holidays in modern civilization. By that, of course, I mean Squirrel Appreciation Day, National Hug Day, and Answer Your Cat's Questions Day! What ... never heard of them? You mean you haven't spent the last 48 hours hugging and consoling a cat while observing, with teary-eyed majesty, the art of squirrel nut hoarding?  Really??? Well, that just means you're well rested to celebrate a holiday that's rocking the charts. Today is Community Manager Appreciation Day!

 

History

Community Manager Appreciation Day takes place every 4th Monday of January as a way to recognize and celebrate the efforts of community managers around the world using social media to improve customer experiences.

 

Jeremiah Owyang initiated this international event in 2010.[1] People are encouraged to send sincere Thank You notes to their online community managers. People using Twitter include the #CMAD and #CMGR hashtag in their tweets about this event. Many online community managers and vendors in the social media marketplace post blogs in appreciation of their community managers. Cities with large concentrations of Social Media focused businesses, such as Boston, Austin, and San Francisco hold in-person meetup events to celebrate and honor those who represent and support their online communities.

...

Reference: Wikipedia

 

Community Manager Appreciation Day at Jive

Here at Jive we take Community Manager Appreciation Day (or #CMAD) pretty seriously! We have to-- we have TWO Community Managers! But that's something that you might not have known. While I am responsible for Jive's external community, my counterpart, kristina is the Community Manager for Jive's employee community, known as Brewspace. She has been with Jive for almost 4 years and has been doing a stellar job keeping our community healthy, employees productive, and dodging praise for her efforts every chance she gets.  (Sorry Kristina, cant dodge a holiday)

 

This year for cmad, Kristina and I wanted to celebrate by sharing with you a little about who we are and our takes on community management. In the end, we see this day as an opportunity to promote the awareness and relevance of the community manager position in the modern enterprise and how it should be seen as a strategic investment for social businesses. So without further ado, here they are ... the Jive Community Managers:

 

swedish_mafia.jpg

 

Kristina Johansson

Jive Internal Community Manager

Born and raised in southern California, now enduring wet Vans in rainy Portland. Worked in support for 12 years before moving to community management.

 

 

 

Favorites:

Author:  Truman Capote

AdviceAnimal: Paranoid Parrot

TV Series: NewsRadio; Party Down; Dr. Katz, Professional Therapist

 

What inspires you in your job every day?

Primarily, it's the people I work with. Secondary are the rewards of carrying out projects and day to day tasks: creating order, being a trusted advisor, helping individuals and departments use our site effectively, helping to hang onto the small-company culture as we grow.

 

Do you feel you manage a community, or do they manage you?

Both. Your community's purpose and goals should be defined, but I am one of the users as much (or moreso) as I am the manager. There are certainly things I will make decisions about alone or with a smaller group, but if it's in Jivers' best interest to decide together or provide feedback about, I'll throw it out there. For instance, I am making decisions about non-departmental/"public" places, but when it came time to update our internal use guidelines, I wrote the draft but posted it for feedback to make sure they were representative of how we use Brewspace and how we want everyone to use Brewspace.

 

Ultimately, we are all here to work, so it must be an environment that gets people connected to the resources they need to get their jobs done.

 

If you could share one piece of feedback, on what it takes to be a successful Community Manager...what would it be?

Demonstrate desired behavior. To me that means living our community guidelines every day: Participate, Represent, Be open, Drive, Recognize others, Keep perspective, Know its limits.

 

Know your users and make it easy for them to get to know each other. Understand who they are as individuals, not as employee #3984. In your community, create ways for people to be comfortable with sharing who they are so others can get to know them too.

headshot.jpg

 

Ryan Rutan

Jive External Community Manager

Family.  Native Texan.  Technology.  Nerd.  Extrovert.   Business.  Strategy.  Nerd.  Theatre.  Enabler of the Impossible!  Nerd.  Sandwiches.

Favorites:

Hashtag: cmadrun, whoneedsaspacebar

TV Series:  Sports Night, Firefly

Movie(s): Shawshank RedemptionThe Power of One

 

What inspires you in your job every day?

I see the enterprise standing at the precipice of a monumental decision to adopt social business.  Helping cultivate success stories and being both a business and technology thought-leader are my ways to usher in this new way to business.  Plus, I really enjoy meeting people on the front-lines, and knowing that I make a difference.  callmecrazy, but I think there might just be something to this whole notion of making it financially justifiable for companies to invest in their employee's morale, and see exponential returns in productivity and innovation.

 

Do you feel you manage a community, or do they manage you?

I agree with Kristina on this one, definitely both.  Its a constant balancing act of promoting what you want in a community, and listening to what the customers want, while taking that feedback, and merging the two together to maintain a unified vision.  If you choose just one or the other, you risk becoming irrelevant, and that is the kiss of death for any community.

 

If you could share one piece of feedback, on what it takes to be a successful Community Manager...what would it be?

Walk the walk.  Plain and simple.  Be the example your customers follow, and inspire them to participate, do not "expect" and most certainly do not demand.  And to echo Kristina's point, be genuinely interested in the person behind the username.

 

On this day, Kristina, myself, and all other Jivers say: Thank You to ALL Community Managers ... you are truly appreciated! cmad

 

If there is a Community Manager you would like to publicly recognize for their efforts, feel free to leave a comment on this blog post giving praise.  Or better yet, tweet it!

"Happy #cmad, ... #cmgr #socbiz @JiveSoftware - http://bit.ly/yEcsnv

click here to tweet

If you are interested in learning more about the role a Community Manager plays in the enterprise, please visit The Community Roundtable.

deirdrewalsh

The Legend of Macallan

Posted by deirdrewalsh Jan 20, 2012

In June 2009, Jive board member Bill Lanfri acquired a rare and special bottle of scotch that he hoped would be used to toast a special occasion at one of the companies he works with. About a year later, as a certain event began to take shape, he officially gave the bottle to Jive. It has sat in a locked case in our Palo Alto boardroom, waiting...Today, that famous bottle gets opened!

 

 

I had the awesome opportunity to interview Bill about Jive, social business, and scotch.

 

Lanfri Thumb Jive IPO.jpgWhy did you join Jive's Board of Directors?

“I came into high-tech through a most serendipitous way – answering a newspaper ad at a young networking company back when the Apple II was king.  I was seeking challenge and financial reward – and I’ve been blessed beyond my wildest dreams in that regard.  But along the way I came across something else far more important – and to this day I’ve never found anything else like it.

 

When you get it right in a tech business like ours – you actually DO have a chance to change the world and leave it in a better condition than it was in when you started.

 

If you are in just one such company in your career – you are fortunate.  So when my good friend and long-time colleague Jim Goetz asked me some four years ago to “stop by and meet with this young company Jive Software – they’re right there where you are in Portland – I think they are really on to something’” – I couldn’t resist.

 

Over those years I have tried to offer all I could to Jive’s growth, development, and success as adviser and board member -- as far more of the planet now knows -- Jive really IS changing the world.  The mere potential for an impact of this kind is rare – and the conversion of that potential into real results is rarer still.  But when it happens, it is very sweet indeed.”

 

What's the history behind the famous bottle of Macallan?

“In the spring of 2009, I had one of my Jive “aha moments.” The location was, of course, in Macallan, the main conference room in Jive’s Portland office. When Matt Tucker casually mentionedjive-software-scotch.jpeg one day during a meeting that the oldest scotch he’d tasted was Macallan 25 – an idea came to me.  I knew there was something more rare in England – 50 years old or more -- so I tracked the bottle down to be able to toast a rare event at Jive – an IPO!

 

We will be sharing on this bottle on Friday.   For years, it was placed behind glass as subtle encouragement to the team that, “In case of liquidity event, break glass!”

 

What I didn’t anticipate was that the bottle would take on near-legendary status. From the press through the IPO bankers through virtually everyone at Jive, its fame has spread far and wide.  It’s a great illustration of how business can be social and be far more effective than the “old way” could ever be.”

 

What will you toast to next?

“As we reflect on this moment – and this milestone on the Jive journey – my toast is twofold.  First, of course, to that which we’ve accomplished to date – being a legitimate, respected public company is rare and most worthy of raising a glass in honor of the accomplishment.

 

But perhaps even more important – I toast to what Jive is on the path to become. 

 

Not just the company that created and led the social business revolution for those early, innovative enterprise leaders, but the company that is going far beyond a revolution.  To the company whose products are the foundation of THE mainstream new way of life in virtually every corner of business organizations large and small -- innovative or maybe not so much –- by truly changing the way work gets done.

 

And in its own small but very significant way -- making the world a better place. How does it get any better than that? “

 

I invite you each to raise a glass today in celebration of all that you have done to help make Jive and social business a success.  You are truly pioneers.  Thank you for the inspirational work you have done to date, and I look forward to see what the future has in store.  Comment below to share with Bill how Jive has helped you change the way work gets done.

aneesh_chopra.jpegOn Tuesday, I was privileged to attend a special event hosted by the United States Chief Technology Officer Aneesh Chopra in San Francisco.  It was a chance to meet with the CTO and his staff to talk about how to create jobs, and specifically how tech companies like Jive can help create opportunities underprivileged youth in science, technology, engineering, and math (STEM).

 

If you've never seen Chopra speak, he's pretty amazing.  He seems to constantly have a cuppa joe in one hand while pontificating with the other.  He's an inspiring guy in different ways, and is masterful at creating coalitions that act in the common interest.  He owns the Open Data movement inside the USG, charged with incubating creative new ways to bring data, technologists, and companies together to generate low- or no-cost solutions to important national problems.  His office has been sponsoring a number of innovative hackathons and app challenges.  You might have seen the recent Veterans Day Hackathon, which drew a number of app teams together to help Veterans find critical services and resources at zero cost to the taxpayer.

 

The focus on Tuesday was on how we in technology can help train and educate disadvantaged young people in STEM.  It was a good, though high-level, discussion. Additionally, Mitch Kapor and Zach Sims (CodeAcademy) announced some exciting new projects like SMASH and Summer Code Academy + in support of the President's new initiative.

 

The bottom line is that government is really looking to us in industry to help define the agenda, innovate rapidly together, and focus on measurable results. That's a worthwhile request.

 

We intend to take him up on his challenge.  Stay tuned to the Jive Talks blog for more on this exciting topic.

If you visit Jive’s website today, you’ll see a special message. It’s part of a demonstration taking place across the web, with a wide array of businesses, tech leaders, and organizations voicing their opposition to two Congressional bills now under consideration—the House’s Stop Online Piracy Act (SOPA) and the Senate’s Protect IP Act (PIPA). Jive is joining with the Internet community to oppose this legislation because of the potentially disastrous impact it could have on our customers and on social business in general.

 

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SOPA and PIPA are intended to combat online piracy and copyright infringement. These are serious problems, and we support the efforts of content creators and intellectual property owners to protect their investments. But the bills as written are much too broad and badly overreach. They put a huge and unrealistic burden on online sites and service providers to police user content, and subject companies to massive penalties for the actions of a handful of users.

 

For example, many of our customers maintain vital public communities, where people exchange information, work together, and carry on all sorts of productive collaborations. Under SOPA and PIPA, a single user posting infringing material unbeknownst to the company could expose the company to lawsuits and domain blocking, effectively causing the community to be shut down. In order to avoid that sort of calamity, the customer would have to pre-emptively monitor and screen every post and comment in their community around the clock.

 

It’s just not practically possible. With the massive liabilities involved, it turns social business into a very risky business. We think it would have a chilling effect on social sharing, collaboration, and innovation across the Internet. It could impair critical processes that millions of people and thousands of companies have come to depend on.

 

Dozens of leading technology businesses, consumer and free speech advocacy organizations, and much of the online community have come out against the legislation. Recently the White House joined the opposition, issuing a statement that “we will not support legislation that reduces freedom of expression, increases cybersecurity risk, or undermines the dynamic, innovative global Internet.” https://wwws.whitehouse.gov/petitions#/!/response/combating-online-piracy-while-protecting-open-and-innovative-internet

 

We agree. Protecting intellectual property is critical, but it’s a matter of balancing effective enforcement with the need to preserve the openness that has made the Internet and social business such empowering and transformative technologies. SOPA and PIPA don’t strike that balance. We believe a better solution can be worked out, but it will require a broader conversation among stakeholders in industry, government,  public interest groups, the Internet community, and the public at large. We look forward to being a part of that conversation, and we encourage everyone to become educated on these issues and take part in driving an outcome that works for all involved.

deirdrewalsh

The New Way to IPO

Posted by deirdrewalsh Jan 12, 2012

In my role at Jive, I'm responsible for the head-spinning job of doing social media marketing for the social business leader.  In other words, up until recently, my parents had no idea what I did for a living. But that all changed when I helped market Jive's IPO.

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The core philosophy of our social program at Jive is to Engage Employees, Engage Customers, and Engage the Social Web in order to help accomplish real business objectives. This mantra came to life as we reached a major corporate milestone. I'm always preaching that we should "Jive on Jive," so I wanted to share with you a brief case study of how we used our own products to accomplish a New Way to IPO.

 

Engage Employees.

  • Marketing Enablement. As you can imagine, an IPO takes lots of internal coordination and collaboration between executives, finance, legal, marketing, etc. It was key to be able to find the people, content and expertise needed to coordinate this important event, so we utilized our own software.  Additionally, using out-of-the-box features in Jive, we were able to centralize knowledge and set strict privacy controls. These measures ensured that only key employees and outside legal and financial contractors could discuss and stay updated on the IPO progress.

 

  • Executive Communications. During major checkpoints throughout the process, such as filing the S-1, the Jive executive team including our CEO, CFO and Chief Legal Counsel provided key updates to the entire company through their internal blogs.  Each post simultaneously reached our 400 employees around the world and enabled them to comment in real-time with any questions or thoughts.

 

  • Corporate Culture. Jive wouldn't be Jive without a little fun.  To celebrate listing on the NASDAQ, our internal community manager and designers launched a fresh new theme.  This was an easy and fun way for employees around the world to see the impact of the IPO. 

 

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Engage Customers

  • Jive Community.  At Jive, we know this exciting day wouldn't have been possible without our awesome customers; therefore, we paid tribute to them on the Jive Community. From the huge thank you banner to showcasing their tweets and videos, we wanted to celebrate with our community.  Jive's CEO Tony Zingale wrote a corporate blog post announcing the news, we had a livestream to the opening ceremony (as well as a YouTube video for those who missed it), and a place for the community to discuss the IPO. 

 

  • In-Person Event.  We also realized that as much as we love doing everything online, there is no replacing face-to-face interactions.  Therefore, we invited key community members to be onsite at NASDAQ.  They live blogged the event, recorded time capsule video messages, and celebrated with by toasting each other and Jive executives.

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Engage The Social Web.

  • Social Media Monitoring. Throughout the entire IPO process, we used Jive's social media monitoring application Fathom Pro. This tool enabled us to mine the social Web for corporate mentions; identify key influencers and PR opportunities; and quickly uncover conversations impacting the brand. We were also able to analyze the effectiveness of product campaigns during the quiet period.

  • Social Media Marketing. Obviously, one of our business objectives was to share and monitor the exciting news; however, this was more than a public relations campaign. We also wanted to bridge the physical and digital worlds so that we could thank and celebrate with our entire ecosystem of employees, customers, partners and investors. Since we couldn't bring everyone to the Big Apple, we decided to bring it to them. We created a unique Twitter hashtag for the occasion - #jiveipo - and invited folks to join the online conversation.  We gathered, moderated, and then displayed tweets on the 7-story NASDAQ building in Times Square. We also had a livestream video display so that people could see themselves appear in Times Square and share it with their social networks.  Beyond the marquee, we posted live updates to Facebook, Twitter and LinkedIn that included rich-media like photos and YouTube videos ( Jive Lists on NASDAQ - Opening Ceremony - YouTube).

 

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Obviously, this social effort required the help of all-stars throughout the company including executives, the internal and external community managers, designers and developers, marketers, etc.  And as an end-user of Jive since 2007, this was an extremely special day for me personally.  I was thrilled to be able to showcase the power of Jive during an awesome event.  Comment below with your questions and feedback!

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Everyone loves making predictions, at least I know I do.  Sometimes predictions are simple, such as predicting the outcome of a sporting event (Gray's Sports Almanac).  They can also be mathematical, for example: Sir Isaac Newton's Law of Gravity predicting the existance of the planet Pluto

What's that?  Just a rock?  Sorry Isaac, at least you get to keep the cookie

And finally, they can sometimes be completely out of one's imagination (two words … Jules Verne) or  from an all-telling orb (a Magic 8 Ball of course)!

 

Regardless of the inspiration, the ability to say, "I told you so" has to be one of the most compelling motivators for humanity.  Perhaps not as powerful as "breathing" as Maslow would care to admit, but it definitely makes the top 10.  The first (and most important) step of this journey is to state your prediction in a  place that is public and easily referenced, like the Jive Community.

 

So for all of you aspiring Nostradami out there, we at Jive ask this very simple question,

What are your social business predictions for 2012?

 

Previous Days of Conversation:

Day 11: What's Your 2012 Social Business Resolution?

Day 10: Where do you draw the line for social in your business?

Day 9:  What do you do to reward participation in your online community?

Day 8:  What movie quote best represents the state of your social business?

Day 7: What is next on your social business To-Do list?

Day 6: Who is your Social Santa?

Day 5: Where is your social business beard?

Day 4: What social traditions do you participate in during the holiday season?

Day 3: How social are you at your company during the holidays?

Day 2: How has your social business platform helped your company "tighten the belt"?

Day 1:  Why did you choose your social business platform?

Introducing the 12 Days of Conversations ...

Jive Social Media Monitoring Helps Quest Software Increase their Social Reach by 90%

 

Today, Jive introduced a new member of our social media monitoring app family, called Fathom. It's available for free from the Jive Apps Market, making it easer than ever for all Jive 5 users to listen to the social web. Read more about Fathom at Can you Fathom the future of the social web? To explore the increasingly critical role that social media monitoring plays for our customers, I sat down with Megan Cynaumon, Social Media Coordinator at Quest Software. Over the past year, Quest has had great success using Fathom's full-featured cousin, Fathom Pro, to get closer to their customer base and gain new insights into their market and competitors.


Hi Megan. So tell me a little about Quest and your work there.

We’re an IT systems management company, providing tools for managing databases and other systems. As the Social Media Coordinator here, I’m Quest’s point person on the social web. I monitor social media--including Facebook, Twitter, blogs, forums, and more--for content that's important to the company. This includes comments and complaints from customers, support and sales questions, and information about our competitors and industry. I capture relevant observations and route them to key people in our various business units, such as product marketing and support managers. I analyze trends and sometimes engage in direct dialogue with social media users.

 

Why did you start using Jive social media monitoring?

We needed more visibility into the social web, and we weren't getting that using native social network tools. We also couldn’t report metrics about social web chatter in any meaningful way. We were missing important feedback about our company, our competitors and our market, and we weren't able to effectively track the impact of our campaigns.

 

So you have been using Fathom Pro for some time now, could you describe how you have been using it?

Fathom Pro is a big part of my job. It’s my primary social media listening tool. It alerts me to conversations of interest from a wide range of social media sources and allows me to easily share the information with my colleagues. It also helps me analyze social data and identify trends. Specifically, I’ve set up a large number of monitors (more than 500) using various combinations of search terms to track information important to our business units. For example, we monitor hashtags for topics related to our company, our competitors, and industry. And we create our own unique hashtags for Quest events, contests, and campaigns—this is a great way to track the response to and impact of each initiative. I share valuable observations with coworkers by posting them to groups in our Jive-powered internal community. I create monthly reports for each of our business units, summarizing statistics such as mentions of our company versus competitor mentions.

 

What do you see as the primary benefits?

We're better informed, on a minute-to-minute basis, on what people are saying and thinking about issues vital to our company. And because of that we can engage the public in more effective ways. I often reach out to people directly to clear up misinformation, resolve complaints, and connect them with someone in our company who can help them. That kind of dialogue has helped us build brand loyalty, and to spot potential problems and turn them around quickly. It's also helped me drive users to our public-facing Jive community, by directing them to resources and people who can assist them with their questions and issues.

 

Can you give an example of a customer issue you were able to resolve?

We had a key influencer—a widely read blogger—who posted that she’d had a bad experience with our phone sales. Fathom Pro alerted me to her post, and we were able to contact her and address the issue within hours. As a result, she quickly followed up with a post saying, “Quest took care of it.” That’s just one example of how Jive has enabled us to deal with issues as they arise, to become a really agile company that clearly listens to and responds to customers’ needs.

 

How about internally, has there been an effect on users? Any effect to the culture?

It's been great. I want to stress that it's not just me doing social media monitoring. We have a number of people in seven of our business units who also use Fathom Pro. The fact that it's very convenient to use and supports any number of users without extra fees (unlike some of the other products out there) makes it really easy to spread the capability around the organization. And that's really important, because the goal is to become a listening company. Fathom Pro has helped make that a reality at Quest. We've also come up with some creative ways to increase employee involvement with social media. We held a contest to see who could use one of our Twitter hashtags over a short period. We used Fathom Pro to monitor the results and pick the winner. The winner was an employee who managed to tweet 100 times over four hours!

 

What features of Fathom Pro do you, personally, find especially useful?

I like the breadth of data sources, from Facebook and Twitter to blogs, forums, news services, and even RSS feeds. The search capabilities are great, enabling us to set up a wide variety of highly targeted monitors. We have a broad portfolio of products, initiatives and acquisitions, so we need a lot of monitors to track different kinds of information. Fathom Pro’s sharing and analytic capabilities are also very helpful, letting me quickly pass key information to colleagues in our Jive community, and to generate periodic reports.

 

Lastly, for anybody starting out in a similar positions as yours, what advice would you have to offer them?

When I began, I was hesitant to respond directly to commenters on the social web. Now I know it’s imperative to respond, and to do so quickly. I try not to let anything slip by me and to respond as quickly as possible. It lets people know we’re here, we’re paying attention, and we care. It’s helped humanize us. In effect, our social media outreach has become the public face of our company. By enabling us to listen better, Fathom Pro is a big part of that.

Social-Web pic.pngI'm happy to share today that everybody using Jive across our customer base--like those working with John Summers at NetApp, or Tim Wike at Thomson Reuters, or any of the other millions of Jive users--will now have an even easier time gleaning vital information from across the social web.  Our goal has always been to make social media monitoring and engagement as ubiquitous as email and Google searches. Our newest offering, Fathom, fulfills that vision.

 

What is Fathom?  Glad you asked. Fathom is a new app in Jive's App Market (available to all Jive customers on Jive 5). It is completely free to install and allows you to monitor sources like Twitter, Facebook Fan pages, communities, and 100M+ other sites across the web. You just create the search by choosing keywords of interest, and Fathom scans the social web, collecting relevant results. This is not a 'trial' app or demo of Jive's broader social media engagement capabilities. It's a new product that brings social media listening to everyone--whether you're in support, sales, R&D, HR, or Marketing--at no cost.

 

Fathom provides access to the entire social web, including the full Twitter firehose. In addition, it's tightly integrated with Jive's Social Business platform. Results are reported to you right in Jive, making them easy to keep track of and share with colleagues. If you see a tweet or post of interest to your peers or coworkers, you can just click to turn the item into a discussion, document or blog post for others to see. Fathom also helps you analyze the data it collects, identify trends, and share periodic reports.

 

For those social media experts in your company who want to do even more, Jive now also offers the more advanced Fathom Pro through the Jive Apps Market for $49 per person per month. Fathom Pro's features include the ability to engage directly with social media: you can log into your Facebook or Twitter accounts to post, reply, tweet or retweet, without leaving Fathom Pro. Fathom Pro also also provides more advanced analytics--such as the ability to track sentiment trends and measure user influence. And Fathom Pro lets you create an unlimited number of automated searches at no additional charge--another aspect of Jive's approach social web engagement that sets us apart from most others in the industry.

 

So my recommendation for any Jive 5 customer who wants to be a hero and introduce the power of social media monitoring to everyone at your company is, start getting the word out about Fathom now!

 

Here are some additional details around the differences between Fathom and Fathom Pro (this list is not exhaustive of all the functionality, just an overview):

FeatureFathomFathom Pro
Number of saved searches3Unlimited
History of the social web14 Days30 Days
Analytics history14 Days6 Months
Analytics - mention trends
Analytics - compare mention trends for multiple searchesUp to 3Unlimited
Analytics - media distribution
Alerts - receive alerts in your Jive activity stream
Alerts - receive alerts in your email
Collaborate on results within your Jive community (create discussions, documents, blog posts quoting results)
Collaborate on analytics graphs within your Jive community (create discussions, documents, blog posts quoting results)
Share searches between team members
View and track sentiment of results
Analytics - sentiment trends
Engage with the social web (post, reply, retweet, favorite, like)
Connect your Facebook and Twitter accounts for use in posting
See author's Klout scores to understand their social influence
Export data to csv

 

Any questions, thoughts, or reactions?  We're listening

 

Adam Mertz, Jive Product Marketing

iStock_000018166765XSmall.jpgThe approach of New Year's Day has me not only looking back over the major Jive milestones of 2011, but more importantly, thinking about the future.  The holidays are the time of year to reflect and promise to adopt a variety of goals. 

 

Do these sound familiar?

            • Quit...drinking, smoking, over-eating
            • Start...working out, spending more time with the family, learning how to play the piano
            • Get...organized, out of debt, a new haircut
            • Give...time, money

I've found that the best New Year's resolutions are specific, measurable, and offer a reward that you don't have to wait 365 days to evaluate. 

 

So, Jive Community, I want to hear from you: What are your 2012 Social Business Resolutions?

 

 

 

 

 

 

Previous Days of Conversation:

Day 10: Where do you draw the line for social in your business?

Day 9:  What do you do to reward participation in your online community?

Day 8:  What movie quote best represents the state of your social business?

Day 7: What is next on your social business To-Do list?

Day 6: Who is your Social Santa?

Day 5: Where is your social business beard?

Day 4: What social traditions do you participate in during the holiday season?

Day 3: How social are you at your company during the holidays?

Day 2: How has your social business platform helped your company "tighten the belt"?

Day 1:  Why did you choose your social business platform?

Introducing the 12 Days of Conversations ...

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One of the biggest advantages of social business is the ability for people to socially orchestrate solutions and execute with agility; saving time and money.  Not unlike its predecessors, social cannot escape the reality that it may not always be the best answer.  Whether in a primary or complimentary capacity, balancing the role social plays in the enterprise is an exercise in managing risk, reward, and cost, just like any other business decision.

 

Due to its virtually endless applicability in the enterprise, it is often more important to deflect use-cases that will knowingly not succeed (as defined by your organizational values) on social, more so than solicit use-cases where you think social is applicable.  It has been my experience that for every use-case you identify that can benefit from social enhancement, your constituents will find another 4.  As such, educating people on lessons learned and known limitations will help reduce wasted efforts down the road, but also benefit your social adoption.  Which brings me to the question at hand,

 

Where do you draw the line for social in your business?

Based on your organizational value(s) are there any areas that you consider off limits for social enhancement in your enterprise?  If so, what is the reasoning or context for this decision?

 

Previous Days of Conversation:

Day 9:  What do you do to reward participation in your online community?

Day 8:  What movie quote best represents the state of your social business?

Day 7: What is next on your social business To-Do list?

Day 6: Who is your Social Santa?

Day 5: Where is your social business beard?

Day 4: What social traditions do you participate in during the holiday season?

Day 3: How social are you at your company during the holidays?

Day 2: How has your social business platform helped your company "tighten the belt"?

Day 1:  Why did you choose your social business platform?

Introducing the 12 Days of Conversations ...

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