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Wow, I just got out of an amazing session at JiveWorld 14 called “Guiding a Successful Community Liftoff".  It literary highlighted the narrative of community building from two very different approaches.  VCE tackled community implementation from a functional requirements perspective and Okta tackled it from a more technical design perspective.  There are awesome learnings in both approaches and a common message that tied them together : investing time and resource in planning for a successful community is key!


Tamera Rousseau-Vesta from VCE is always asking how to make the customer experience better? Some of the problems Tamera was trying to tackle: engaging in 1:1 support model is never scalable and many customers were connecting about their company in various other places. Yes, people are talking about you in other places. she said, "If you don’t know what other people are saying about you, you really don’t know your brand identity". That is why it is important to create a nice “room" so that people can talk about you in it (hopefully nice things , but if not, you will know what to fix).


So how to create this room? Here are Tamera's steps. First step is to align the community goals with the company goals – what are you trying to achieve in general? Second step is to define the processes – what are some of the governance that needs to be implemented? Third step is to identify content – what does your customers and employees want  to see? Fourth step is to eliminate barriers  - and do take time to identify them. And finally, the fifth step is to establish ownership.  VCE knew that different stakeholders have very different goals for social.  Marketing wants case studies and customer advocacy on their products.  They also cared about web traffics.  Product development cared more about engaging the customers directly to the ideation process.  Why not get product feedback directly from customers instead of through support? Support cared about knowledge base that contained accurate and fluid information. Understanding the goals of these stakeholders gave VCE sponsorship to move forward on a community implementation. Tamera feels that VCE community has matured to a point where they are able to engage with their customers and answer their questions. Their customers now have an awesome room to talk about VCE.


Stephen Lee from Okta is an identity management guy, it in his DNA (those were his words). Stephen was trying to solve the problem of internal communication struggle at his company.  There were too many ways to ask questions and inconsistent response time…too many ways to ignore a question.  The way Stephen prepared to address this problem was to set up a social community.  He initially focused on identifying the personas - what types of users are coming into a community?  Then he focused on the community architecture -  is it going to be external or internal or both?  What is the identity lifestyle going to look like? Should it be provisioned with automation (single sign on, automated deactivation of accounts) or manual registration? Once those questions were answered and with the help of Jive Professional Services, Okta’s community was ready. They have a place to invite their employees, customers and partners so that they can communicate.


Tamara and Stephen agreed that in order to successfully deploy a community, you do need a business person and a technical person working together.  Without aligning with business strategies, a collaboration tool will become just another platform.  Without the technical expertise, there may be quite a few missed opportunity in properly implementing the use case.  When you have both, you are at the sweet spot and well on your way to an amazing community.


Thank you, Tamera Rousseau-Vesta and Stephen Lee!  You are both so charismatic and engaging! Great way to end the JiveWorld 14 sessions!

Thomson Reuters used gamification to boost their own use of Jive and promote learning within their community. Ellen Anderson and Lindsay Keogh of Thompson Reuters shared their stories at JiveWorld’s "Advanced Measurement - Proving Business Value to Expand or Sustain Your Community” session hosted by Josh Richau, Sr. Director of Product Management. Thompson Reuter’s story is quite amazing.  They used Jive to implement “The Hub” where people come to start their day.  Everything can be found on The Hub including colleagues with specific expertise, messages from the executives and even the lunch menu.




When Thompson Reuters upgraded to Jive 7, they turned to gamification to get the employees use to the latest and the greatest.  Missions were created where the employees were able to earn badges (and points).  Badges for attending the training sessions, badges for reading Jive 7 feature related blogs, badges for answering questions in their community. People were excited to become “badge geeks” and things got competitive!  Thanks to the gamification initiative for the Jive 7 upgrade, there was a 304% increase in using structured outcomes. 


How were they able to give such specific value to show the improvement?  Josh Richau highlights the analytic engine under the hood.


  • Impact Metrics for individuals
  • Community Manager reports for Group Owners
  • Resonata and Web Analytic for Community Managers
  • Business Analytics for Business Owners
  • Data Export for anyone who wants customized reporting


When you have data, you can tell much compelling stories...and make them BEAUTIFUL!

photo 1.JPGphoto 2 copy.jpg

More information at [Archived] Jive Analytics.

Once in a while you meet someone who reaches deep inside your soul and squeezes the crap out (but in a good way). This morning at JiveWorld, when I heard Azure Antoinette's poem written specifically for Jive, that is exactly what happened to me. I'm not going to lie. There were tears and some feelings. Maybe lots of feelings.


    Azure Antoinette


But before I tell you that story, let me give you a little background about why this matters so much to me.


When I started at Jive, I wrote a blog about how Jive saved my life. I am not kidding. It really did. If you've ever really tried to live inauthentically, then you know the toll it can take. The fake smiles, hiding your weirdness, and always always always trying to tone it down. Acting normal is hard work, people, and after awhile it starts to take its toll from the inside out.


My move to Jive happened at a time when trying to "fake it" had reached a peak. I was worn down, losing myself, and decided that life was too short to let that happen.


Luckily I had already discovered one key way to express the real me. I started to blog. First it happened in a personal blog, then when Agilent adopted Jive, I took some baby steps towards telling my stories in a meaningful and honest way to my colleagues. It was risky. It was scary. But I did it anyway.


One of the things that Jive enables is a sharing of self (you know... the connecting, communicating, and collaborating part).


Well, let's face it, when you get past the marketeeze, what we are really talking about is being real. Getting it done. Being human while doing it.


Now back to my story.


I first met Azure Antoinette during the planning sessions for JiveWorld14. Having signed on to be the poet of JiveWorld and the voice of the Jive Manifesto, I knew that this moment would come... that I'd be writing a Jive Community blog about her poem.


What I didn't know is that I would get to know her as a person, to see what she cares about and understand where her passion comes from.


As you experienced this morning (if you were lucky enough to make it to JiveWorld14), Azure understands what makes us tick: the geeks, the nerds, the wallflowers, and the loners... She has this ability to know what it's like to have been that person growing up. She knows that you may not have had many friends but the rocket ships you built out of cardboard boxes could have made it to the moon and back.


And now, as a grown-up in the technical world, Azure knows the truth that even while you tweet-your-tweets and update your status to your 500 Facebook friends, none of this is where you really live. What really matters is working together with your favorite developer friend to build a better app. Or staying late to help your coworker write some content when they have too much to write on their own. Or going the extra mile to answer a beginner's questions when you just as easily could look the other way.


I won't attempt to capture her poem here. I wouldn't do it justice to summarize. I will say that I believe she captured the Jive experience that lives deep insides the souls of many of us. And I know I'm not alone.


I hope soon to bring her poem to life in a way that you can visualize. In the meantime, we hope to have videos of each of the sessions, including Azure's poetry reading online soon.



  • Stay in touch with skin.
  • Take the way that I live my life and infuse it into the way I do my job.
  • Jive takes me as I am.



Good morning, JiveWorld!


It's the second day of the conference and we are kicking it off with a poem by Azure Antoinette.

The poem was powerful so I felt that it needed its own post, you can find out more about her poem here.


Putting "you" at the center of everything


Next up was Todd Moran from Schneider Electric. His story focused on their external community called Exchange. Exchange provides their customers, partners, and prospects with a way to communicate with Schneider Electric regarding innovation, support, and education. He described three critical characteristics required for the company to make their community successful: be customer first, be unified, be transformative.

To make it work it had to be: business first, people second, then technology. They looked at their business use cases for customer support, partner enablement, product innovation, online education, events execution, developer engagement. Next steps, they will be looking at project collaboration, marketing promotion, sales prospecting. Any one of these could be an outstanding foundation for a community. But he challenges us to look at the sum of the use cases as a whole whole. No one of us is as smart as all of us together.


Their results: Vitality stats are good (number of views, likes, comments, etc), but what is the perceived value for their audience?

  • 2.5x increase in product ideas
  • 300% increase in customer advisory board participation


Todd concluded, give people an emotional reaction and that's when they really start to understand the power behind the community.

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” - Maya Angelou

What's new in the Jive Product

Clara Liang Jive's Chief Product Officer, shared some of the upcoming plans for the Jive product. Note that the features described below all have different delivery dates and mostly apply to the latest cloud releases (and future hosted releases).

  • WorkTypes and what it means for the Jive product: Clara shared the current rates of WorkType results for conference-goers. She went on to describe how Jive plans to take the WorkType results and map it to the world's workstyles.
  • Powering the integrated hub. Bringing the tools you use outside of Jive integrated with Jive like Office 365, Google Docs, and Cisco products like WebEx.
  • Data-driven insights. Be able to take roles and departments and discover how they are interacting with each other. Discovering the reach and impact of communications to drive engagement. Also being able to measure correct answers as well as helpful ones and measure them against each other. Being able to measure who is impacting your community the most, both positively or negatively.
  • Simple, smart, beautiful. Focus on the user and make it easy and gorgeous. Simpler, smarter, more modern design.
  • Bringing back Your View. Users will have their own personal page to make work more efficient.
  • Search improvements. Better results from Jive as well as connected products.
  • Subscription capabilities. Bringing the right message to the right person at the right time.
  • Improved mobile experience. Improving both Android and iOS accessibility.


Why choose Jive Cloud? 70% of the current hosted customers could move to the cloud with relative ease. Upgrade windows are being cut from 36 hours to 4 hours. Jive is working toward ZERO downtime in 2015. In the Fall could release, 60% faster page load times.


Jive on Jive


Matt Tucker Jive Co-Founder and Chief Technology Officer, told us some stories about how Jive works better together. Additionally, we got to see personal videos Jive employees from Gia Lyons, Bryan LeBlanc, and Deirdre Walsh.


Looking to the future. Jive plans on continuing to build the modern communication and collaboration suite. Taking on your daily routine... status updates, calendar invites, contacting colleagues, smart locations for office events and more.


Own the vision


Tony McGivern CIO of FICO, told us their story of how they empowered all of the people to collaborate together. They are the original big data company, they manage 90% of all credit decisions. The company culture was very silo-ed, people needed to be empowered to be more collaborative. They needed to change the culture of the company. They decided to go big and bold. FICO implemented an internal community to help their employees learn how to communicate online so that they could move to an externally community and know how to connect with their customers. All of their tools were aggregated under Jive.

FICO approached this from a consultative perspective. They found out from each of the business units what their main communication challenges were, got the answers from Jive, then picked one big challenge to start from. They launched the Sales and Marketing Exchange which was the single source of truth for information. They launched idea management and within a year over 200 ideas were submitted with five ideas actually delivered in products. In the first six months, 90% adoption rate, 14,000 pieces of content created and 530 active groups.


CIinton Global Initiative


Elisa returned to the stage to share Jive's involvement with this important group. Jive Gives' commitment to action will be to launch a global youth employment initiative both in the Bay Area in California and Israel.


What a great close to a fabulous main stage!

Just like Tony Zingale mentioned in his welcome to yesterday’s event, many customers end up naming their Jive instance “The Hub” because it becomes the center of communication, connection and collaboration. And people are at that center.


We were lucky enough to have a room literally chock full of visionaries who shared their Jive stories and focused on trending topics like the future of work and millennials in the workplace. Here is a taste of all the great content that was discussed.


tony at exec summit.JPG


First up was Alison Maitland, author of “Future of Work” (which I have a feeling will be a great read). She began with a hard-hitting statement in her awesome English accent, “the future of work is already here, it’s just not evenly distributed.” This is one of the best explanations I’ve heard yet of where we are in the progression of the workplace. Here are some other great takeaways from Alison’s talk.


  • Myth: that the future of work is just another HR initiative
  • Myth: that the future of work is the end of face-to-face interaction
  • Companies need to make the important cultural shift to understanding “work is an activity, not a place”
  • The missing ingredient for companies to make this shift? Trust.


Next, was a panel hosted by Tony that included Mark Yolton of Cisco, Tim Wike of Thomson Reuters Dave Taylor of Lexmark. They each went though and addressed the unique challenges they had encountered before choosing and implementing Jive. Like how they tackled cultural barriers and didn’t worry about the laggers with the flip phones (one of my favorite quotes from Dave). While their stories of how Jive changed each of their companies were unique, there was definitely one commonality. Why they chose Jive.


So why did they choose Jive? It wasn’t just because of all the nifty features or that it was proven to foster collaboration. There was a definite consensus that it was because of Jive’s vision. They trusted Jive as a company and believed in where we are going. This was a real genuine part of the panel, to say the least.


So besides having amazing visuals of places that are now on my bucket list to visit, Nick Howe of Hitachi also made a key point that I’ve actually used in presentations myself.


  • Unlike in Field Of Dreams, if you build it they will not come. You cannot set up a Jive instance and walk away expecting there to be engagement. Just like any social platform, creating engagement takes constant nurturing.


So I have to admit that I’m a little biased. The last panel was my favorite, solely because Azure Antoinette was a part of it. After seeing tomorrow’s keynote, you’ll know exactly why I say that without any further explanation.


elisa panel blog.png


But in all honesty, when you have Elisa Steele, Mark Bonchek, Jeffrey Hayzlett and Azure Azure Antoinette on a panel together, it’s hard to keep up with what everyone is saying without the risk of missing a true piece of social media gold. So below are a few of the treasures I collected (not exact quotes):


  • Ever heard of forming, norming, storming and performing? While there is no longer time for norming, worktype can help with that. Now, people can know the worktypes of those they are working with much quicker and on a deeper level. (Mark Bonchek)
  • Millennials are excitable and passionate. As soon as we have a #hashtag, we have t-shirts made, and our profile pictures changed. (Azure Antoinette)
  • Jive will become your tool for your culture, your tool for collaboration. (Jeffrey Hayzlett)
  • Millennial is not a generation, it’s a mindset. (Mark Bonchek)
  • Giving people purpose and finding what people are passionate about is when people show up and bring their best selves. (Azure Antoinette)
  • When you start to utilize a platform like this, positions have nothing to do with knowledge or the ability to get things done. This platform allows it to flow freely. (Jeffrey Hayzlett)


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Working Out Loud

Posted by brett.blackney Oct 22, 2014

I just got out of the Working Out Loud Session at JiveWorld and it sure was loaded with some great information that I just needed to share!.  The session was kicked off by Bryce Williams the Social Collaboration Consultant for Eli Lilly.




Bryce shared how Eli Lilly uses "The Loop" (Jive @ Lilly) to work out loud and how they have helped drive success with this in their organization which is outlined in below photo:



If that photo means nothing to you, here is a quick break down of what all those acronyms stand for:


  • WOL = working out loud (observable work + narrating work)
    • Find the maximum appropriate audience and getting the info. to them with some context provided
    • Creating visible work as we are actually doing it
    • EXAMPLE of WOL at Eli Lily - Clinical Innovation at Lilly – using jive platform to work amongst a team to figure out innovative ways to change the world of pharmaceuticals.  They also push out blogs to the rest of the community letting them know what they are doing helping gain insights from others in the organization as well as keeping everyone in the loop of whats going on.



  • AOL = asking out loud (reuse awareness + expertise discovery)
    • Creating a community to ask questions so others can see the answers, and allows peer to peer support to take place
    • Example of AOL at Eli Lilly: They have set up expertise communities for mobility, byod, iHelp (transferred salesforce from PC to iPad’s only), etc. to allow employees to find information and ask for help from the experts in one place, which has helped deflect activity from their help desk


  • SOL = shifting out loud –(open leadership + open innovation)
    • Leadership leading in an open way
    • Bringing ideas to the top of the organization
    • Example of SOL at Eli Lilly: TEDxLilly was an idea that came up and they wanted to put to action – they used the Jive community for recruiting planning team, volunteers, ideas for speakers and themes…also had people submit ideas on how Lilly can help make life better to get a ticket to the live viewing



  • LOL = learning out loud –(Discovery Skills (search, browse, filter))
    • As people work, ask, and capture ideas and leadership concepts out loud, the rest of the organization is learning as all of this happens in real time and learns how to find it for later
    • What skills do I need to develop to make sure I can find the info. I need…how to search, filter, browse, etc.
    • Example of LOL at Eli Lilly: Created the community 'Loop Help' to provide training on how to use the community, find answers quickly, and get the most out of it.



Next on the stage, we had Dennis Pearce (Enterprise Knowledge Management at Lexmark International) who shared that they work out loud with Jive to improve innovation, agility, customer line of sight and organization learning.  He explained that when working in the community, we need to break habits of doing everything private/in silos and start thinking "what is the broadest and most appropriate audience that should have visibility to this".  Until we start thinking like this, we will never really see the full benefits of Working Out Loud.




Dennis touched on all of the benefits of working out loud from individual to organization benefits.  One story that really stuck was his example of an organizational benefit that occurred at Lexmark.  One of their customers had a an issue with a printer.  Once they learned of this, the sales rep reached out to tech support, who forwarded it to engineering and so on as no one had the answer.  With the use of Jive they put this 'issue' into the community.  After doing this, they had 24 posts by 11 people, participation from HW, SW, Service, Tech Support, Operations, Sales (since no one person had the answer) and were able to get to a solution through the contributions of 8 different people.  WAY TO GO!!!  Not only this, but it also sparked up conversations on how to improve processes to help avoid this type of issue from happening again.




At the end of the session John Stepper (Managing Director at Deutsche Bank) took over the stage. John opened up with a quote that really stood out to me and shaped his presentation "It's a human process first and a technological one second."  He explained that building relationships with the aide of technology to do this will help you further what you are doing. 




John shared some great information such as the 5 elements needed to be successful at working out loud, which are: purpose, relationships, generosity, visible work and learning



Also, when starting to work out loud you need to be asking 3 questions:

  1. What goal do I have?
  2. Who can help me with that goal?
  3. What do I have to contribute to those people?


If you want to learn more on Working Out Loud Circles, John has a book coming out (due in February) titled Working Out Loud which is a how-to book on why working out loud works, stories, and 12 weeks of exercises to help you become better at working out loud.  You can also learn more on working out loud at John Stepper's Blog - Working Out Loud!!


Cannot wait for more great sessions this week, but this one definitely was memorable and gave me some great insights I am looking forward to bringing back to my team!  Thanks everyone!!


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This session resulted in attendees walking away with LOADS of tips and tricks to try at their organizations. Thanks so much to the gurus Rachel Duran, Radio Shack Community Manager, Kirsten Laaspere, Community Manager for Fidelity Investments, and Claire Flanagan for hosting.


Rachel Duran's Point of View:

Rachel and Kirsten.JPGWhy is executive engagement so important?

  1. It raises excitement for your community
  2. it sets an example
  3. it allows your employees be heard


You must prep for executive engagement:

  1. Which executives will impact employees in this community?
  2. Understand how socially savvy they are AND learn their #workstyle
  3. Understand your company's business objectives
  4. Adapt your trainings based on these findings, not on your expectations


You must get the executives excited!

  1. Learn what they can do/find/learn on the community
  2. Tap into their competitive nature


Create a Social Guide Program:

  1. Assign execs a dedicated Jive expert to help coach them through the community and how to find their voice
  2. Share what to type of content to post: recognize, celebrate, update, ask for feedback
  3. Train them for on-the-go engagement. What should execs focus on, and what can execs leverage others to accomplish?



  1. Reports on activity, content, and sentiment
  2. Employee retention rates and Glassdoor reviews


Kirsten Lasspere's Point of View:

Three levels of Social Executives:

  1. Executive Support - allows for launch
  2. Executive Approval - allows for associate participation
  3. Executive Engagement - leads to full engagement


5 Lessons:

  1. Demonstrate the Reward (and Risk) of Not Engaging
    • What do you do with early adopters? Focus on them, encourage and reward them and share their success stories
  2. Convince them 'Taking Action' = 'Adding Value'
    • Learn their business goals and connect it back to participating
  3. Make it Easy!
    • It's about shift over change - don't try to make them change
  4. Teach Through Relevant Examples
    • Focus on bite-sized use cases over 'war and peace' novel features
  5. Win the Confidence of Trusted Advisors
    • Build an army of 'you's - create Admins for specific initiatives


Make sure you also check out The Community Roundtable's The Social Executive Stages of Adoption.

Jive Internal Communities: Does anyone have any other tips and tricks to get executives involved and engaged in their communities? Please share!

Imagine for a minute walking into a dark theater, with projected images that are so colorful, so bold, so beautiful they could be art on any museum wall. It’s my first JiveWorld so my heart is pounding, my palms are sweating… the music is rocking and loud and thrumming in my chest. Lights shine onstage and also from the darkened sky of a ceiling. And what I see on stage is a confoundingly intricate machinery of wonderfulness.


As I make my way to my spot in the second row, Azure Antoinette turns around in her seat and welcomes me to JiveWorld. A fabulous poet, a brave and brilliant woman, she’s reaching over the seats to grab my hand. Saying that I love her work is an understatement, so I might pee my pants or cry. I’m not sure which.

Let's start with the Rock Stars

When OK Go comes on stage, I’m mere yards away from a rock band! The musicians run on stage, looking their rock star best, and I’m thinking it might be time to become a groupy.


The best thing ever is play a show at 8 in the morning, it doesn’t get any more rock and roll than that.

It’s like playing at 14 o’clock at night.  - Damian Kulash.

As OK Go closes their last song, Elisa Steele runs on stage for a picture with the band, “I’m not a millennial, so selfies are a challenge!” As she poses with OK Go, Damien grabs the camera because in his words: “I have longer arms!”


Elisa opens the conference with the story of our new brand: Only Art is Human and the overriding message from Elisa Steele and Tony Zingale is obvious:

Jive is all about people

Together with Elisa, Tony Zingale explains "JiveWorld is all about you... our partners, our customers, our ecosystem. For you first-timers, you are going to have your mind blown.” 

You may ask: “TZ, what have you been up to over the last year? Tony is pretty clear: “We’ve been working on some ****.”

“The essence of JiveWorld is this,” says Tony, “we yield the stage to our customers and partners to talk about use cases, best practices, challenges, how you booed-out the crappy SharePoint instance… 90% of the speakers are customers and partners.”

Elisa talked about working how you live. “It’s about how we work and how we get things done.” Work hasn’t quite caught up with the way we live at home with access to applications and systems and the ability to use multiple devices.  New ideas come from all different places, organizations can find ideas faster, people can be more engaged.

We want every company we work with to have a healthy engaged workstyle: “If lifestyle is the habits you have in your life," says Elisa "then workstyle is simply how you do your job.”

Every organization already has a workstyle, is it good, it is okay, is it not so good? It’s about how you connect, communicate and collaborate.

A drinking club with an art problem

The highlight of the show came from Adam Sadowsky of SynLABs. Admittedly, he says they sometimes call his company a "Drinking club with an art problem."

An expert on building Rube Goldberg Machines with people, Adam showed us this OKAY video and also this Red Bull video of other human machines he's built. The videos are so cool and so graphic (you need to click-thru and watch them), that I might want to be Adam Sadowsky, or at the very least I want him at my parties, fo' sure. He may be my new creative hero. His advice to us: explore, keep your eyes open, make mistakes because that’s where the learning is, and acknowledge that some stuff stinks but is still essential.

Next we find out that the wondrous mouse-trap of a contraption on stage is actually a Human Collaboration Engine! Five participants were brought up on stage to help operate the machine. Ryan Rutan on a bike, Dina Vekaria-Patel and Katherine Carter on a see-saw, Jessica Maxson on a hand-crank, and Crystalee Beck on a pull-lever. The machine took a few tries to work, and things had to be triggered again and again, but it reminded me of real-live collaboration which is sometimes seamless, yet sometimes not so seamless.Yeah, it was just like that.

Wait for the ball, Crystalee! The end of the Rube Goldberg machine popped open a box containing the Jive WorkStyle Award.

Jive WorkStyle Award

Congrats to Crystalee Beck from MarketStar for winning the Jive WorkStyle Award!

Watch for Crystalee Beck in the next How I Work interview. Congratulations to all of the finalists!

Mylan for Jive

Mike Laffin from Mylan told us his story of how Jive changed the way his company connects, communicates and collaborates. Famous for the EpiPen product and providing HIV treatment to developing countries, Mylan is helping 7 billion people all over the world.

When launching their Jive instance for 20,000 employees and conducting a global brainstorm for a name there were 1,500 suggestions. Most ideas started with My___ such as MyFace. MyTie. MyCreeper, Myve (rhymes with…). My ultimate favorite was "YOUTWEETFACE." I mean, who wouldn't love to use that every day?

More best practices for their instance is that Jive is their global intranet, is the default page for opening a browser, and all access to company systems are through their system (called officially Mike). When they launched Mike they closed all other intranets.

Jeffrey Hayzlett

Jeffrey Hazlett from C-Suite and The Hazlett Group spoke as an early adopter of social systems and supported the innovations made by Jive.

Work Better Together Award

In addition to all of the great content, Elisa and Tony also announced the winners of the Work Better Award: Congratulations to Kim England and  Dina Vekaria-Patel of  Pearson!


More Main Stage fun coming tomorrow with new Award announcements and product previews!


Stay tuned.


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To deploy a Jive instance and release it to your employees, partners or customers requires a bit of thought. You cannot simply expect that “it's built and they will come” to a new collaboration platform.  Hitting the right use cases, getting users to adopt and being able to show measurable outcomes are critical to a successful sustainability of a community.  Jive Software’s Principal Strategy Consultant, Sean Winter shared his secret during JiveWorld 14’s “Implementing Jive Right First and Every Time” session.


Here it is: It is important to define the words “use case” by using this template: <group of people> + < doing something in Jive> + <to achieve measurable outcome that is of value> to make sure that use cases are making worthwhile impact to your company.


Here are some examples:


  • HR is going to blog in Jive to achieve new hire on-boarding experience satisfaction rate by x%.
  • IT is going to create a knowledge base in Jive to achieve reduction in call volumes by x%.


…Imagine having these use cases scheduled out in a one-year community roadmap and being able to tell measurable success stories as they are implemented.  The business functions are going to lined up to get their use case on your community roadmap because you are going to make them work better and make them look AWESOME on top of that!!


Get ready to roll up your sleeves, you will be a busy community rock star… popular and fully booked!

Rachel Happe, Rachel Happe JW14.JPGPrinciple and Co-Founder of The Community Roundtable, presented ideas about the value of and executing benchmarking for your community at The specified item was not found.. I hope you find my notes from this session helpful!


The Value of Benchmarking:

  1. Focuses the conversation (in order to obtain the budget to be successful)
  2. Injects Unbiased Perspective
  3. Enables Confident Decision Making (execs don't know if they're gambling or investing in something worthwhile)


What do you benchmark? Not ROI. Behavior change drives output/ROI.

  1. What is the behavior you're trying to change?
  2. Baseline what the behavior is in the old systems. If you don't do this you don't know if your changes are successful.
  3. Compare to yourself (month over month, across your communities, etc) or to other organization's community benchmarks.


Make sure you do blind benchmarking - don't let your plans influence your data. Also, benchmarking will show you broad trends of where you are now and where you could be headed. Build processes for repeatable results...enter the community roadmap.

When The Community Roundtable looked at the best-in-class communities 100% had community strategies and 76% have community road-maps.

48% of average communities can measure their value, while 85% of best-in-class communities can measure their value.

Screen Shot 2014-10-22 at 11.20.07 AM.png


The Community Maturity Model was created to frame the problem set and can be used as a guide to understand what the component pieces are of a good community management program. The CMM can be used as a checklist to work through to cover all your bases.


Working through your road-map is very powerful to be aligned with your stakeholders across every initiative you want to launch within your community.



It's very important to start as you mean to continue. If you want your community to do a certain action, start there and continue to reinforce that behavior. When you open up your community to others, people will see the normal behavior and they will conform to it. If you scale first and then change your behavior, you won't get the results as fast, and this behavior change is what's going to affect your ROI.

What are your community members doing today, and what do you want them to do in the future?

Behavior change that you show in reports is something that really relates to executives, it's a great narrative and brings meaning to what you're trying to achieve.


Additional Nuggets:

You must have a community manager in place, without one, you're not going to see the benefits/results you're looking for.

A keystone tactic for any community is asking good, specific questions. Use the Answered Questions report in Jive to see how healthy your community is and how you can make it better.

It's good to track month over month as this will give you the right lens to track progress, as behavior change happens too slow week over week.


Take Action:

  • Make sure to come to the Evening Networking Event at JiveWorld to obtain the latest research released by The Community Roundtable about community manager salaries!
  • This video and slides will be available to you shortly after JiveWorld. Look for those soon!
  • Also, what did I miss during Rachel's fast-paced, info-rich presentation? Please feel free to share your thoughts in the comments below.


Great information, Rachel Happe, and thanks for hosting Claire Flanagan!

When RadioShack revamped their internal community, they turned to the social experts, their Social Media Team.  RadioShack’s social media team was invited as beta testers and given an opportunity to provide feedback on the current state of their internal community. Way to empower an already highly social team to make improvements to their company’s internal community.  RadioShack also turned to their Marketing Team for their external community improvements because by their job definition, marketing folks know what the customers want.  Great advice from the RadioShack team: make sure that your community contents and user experience work on all devices…! Oh, and what was the RadioShack executives input to having their employees bringing their own devices to work? People are already browsing on Facebook anyway, why not have them be social in the RadioShack community? So TRUE!


Thank you for awesome insights, RadioShack Team: Shauna Burd, Rachel Duran, ahawkins!!

JiveWorld is kicked off with great panelists offering fantastic insights at the JiveWorld Boot Camp (the room is packed with 200 cadets)! The awesome panelists, Christopher Morace, Alan Lepofsky, Caty Kobe and Ted Shelton started by clarifying some myths including, "If you build, they will come". The common message we've heard from them is that an organization simply cannot deploy a social collaboration platform and expect that users will start engaging in it.  IT TAKES WORK!  Having at least one dedicated resource to own a community and establish community baseline, drive initiatives to get the users engaged and measure the outcomes of success are keys to get value out of the investment.


When it comes to how we can mature our communities, our panelists had some awesome insights.  Adoption and success of a community is all about building relationships because social business collaboration will likely require change in people's behavior. It makes sense to invest time in nurturing relationships with sponsors, advocates and new community members by taking them out to coffee or give them phone calls to get their insights and feelings about engagement and collaboration taking place in a community.


A case for a social business within an organization may not necessarily get sponsored initially. It is important to pick your use case to spend time on based on your position too.  If you are an individual contributor, it's probably easier to start small by showing value in outcome-based collaboration like sales processes, support processes, on-boarding processes.  Any one can measure what success means in these areas so you can start implementing these use cases and show the value quite quickly.  However on more strategic use cases like corporate communications, aligning collaboration strategy with company priorities may require a whole team of community enthusiasts and executive sponsorships.


Lesson learned from this Boot camp session: Get those coffee cards loaded, and get ready for awesome dialogues!

ipad-mini.pngThis year we've made it even easier to win 1 of 11 iPad Minis during JiveWorld14! It's so easy in fact that your simple preparations for attending JiveWorld14 may pay off big time. In order to get a head-start on your competition, make sure you download the JiveWorld14 Mobile App. Your Jive Community credentials are required to log into the app, so make sure that your name, profile and avatar are in good condition as they will be pulled into the JiveWorld14 Mobile App.


Check out an overview of all the JiveWorld14 games and good luck completing all the challenges!






  • Stay up-to-date with JiveWorld14 schedule, events and take part in the JiveWorld14 Game Series
  • You can download the JiveWorld14 Mobile App now for iPad, iPhone, Android and Mobile Web.


If you have not yet signed up for JiveWorld14, now is the time:


If you have any questions about the JiveWorld14 Game Series, please reach out via the comments below or via @JiveWorld on Twitter

We've given you yet another very easy way you can win big at JiveWorld14 with the Random Drawing. Each badge that you earn during JiveWorld14 gives you a certain amount of entries into the Random Drawing. If you win all the badges you earn the maximum amount of entries, which is 400. The only requirement to participate in the Random Drawing is that you're a member of the Jive Community. You don't even have to be at JiveWorld14 to win, but it sure does help!


STANDARD BADGES : 1 - 25 Random Drawing Entries


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feedback-standard.pngeaster-egg.pngtwitter-standard.png photo-standard.png

  • Attendee
  • Ready
  • Explorer
  • Wingman
  • Feedback
  • Easter Egg
  • Twitter
  • Photo


ALL-STAR BADGES : 25 - 50 Random Drawing Entries

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twitter-allstar.png photo-allstar.pngjw14-allstar.pngjw14-superstar.png

  • Explorer All-Star
  • Wingman All-Star
  • Easter Egg All-Star
  • Developer All-Star
  • Twitter All-Star
  • Photo All-Star
  • JiveWorld14 All-Star
  • JiveWorld14 Super-Star


SPECIAL BADGES : 1 - 5 Random Drawing Entries


yoga.png running.png love.png humor.png

special.png birthday.png it.png community-manager.png

developer.png hackathon-day-attendee.pnghackathon-night-attendee.pngdeveloper-tshirt.png

  • Yoga Club
  • Running Club
  • Love
  • Humor
  • Rockstar
  • Birthday
  • IT
  • Community Manager
  • Developer
  • Open Hackathon Attendee
  • Beer Dark 30 Hackathon Attendee
  • Geek Culture


The lucky winners will receive an iPad Mini and they will be announced via the Jive Customer Webcast in November and subsequently in the Jive Community.





  • Stay up-to-date with JiveWorld14 schedule, events and take part in the JiveWorld14 Game Series
  • You can download the JiveWorld14 Mobile App now for iPad, iPhone, Android and Mobile Web.


If you have not yet signed up for JiveWorld14, now is the time:


If you have any questions about the JiveWorld14 Game Series, please reach out via the comments below or via @JiveWorld on Twitter

Are you a runner or a yogi? Then this badge is PERFECT for you! It is already awesome all the edorphines you get from working out but NOW you can also receive a JiveWorld badge for it! 

Here are the JiveWorld14 Game Series workout badges that are available to all conference attendees:

yoga.pngJIVEWORLD14 YOGA CLUBrunning.png




Stay tuned to learn more on how every badge you earn improves your chances to win 1 of 3 random drawing prizes!



  • Stay up-to-date with JiveWorld14 schedule, events and take part in the JiveWorld14 Game Series
  • You can download the JiveWorld14 Mobile App now for iPad, iPhone, Android and Mobile Web.


If you have not yet signed up for JiveWorld14, now is the time:


If you have any questions about the JiveWorld14 Game Series, please reach out via the comments below or via @JiveWorld on Twitter

Want to be a JiveWorld14 All-Star or SuperStar? You can by completing these easy challenges! Review all the Standard Badges as identified in these blog posts JiveWorld14 Game Series - Check-In to Check-Out Our Badges, JiveWorld14 Game Series - Hunting for Easter Eggs & Badges, and JiveWorld14 Game Series - Share #JiveWorld Photos on Twitter and Win!

Here are the JiveWorld14 Game Series All-Star/Superstar badges that are available to all conference attendees:

jw14-allstar.pngJIVEWORLD14 ALL-STAR








Stay tuned to learn more on how every badge you earn improves your chances to win 1 of 3 random drawing prizes!



  • Stay up-to-date with JiveWorld14 schedule, events and take part in the JiveWorld14 Game Series
  • You can download the JiveWorld14 Mobile App now for iPad, iPhone, Android and Mobile Web.


If you have not yet signed up for JiveWorld14, now is the time:


If you have any questions about the JiveWorld14 Game Series, please reach out via the comments below or via @JiveWorld on Twitter

"What did the buffalo say to his kid before he left for JiveWorld? Bi-son!" If you think you are funny, this badge is perfect for you! Share a tweet of a joke or a picture of someone doing something funny and receive the Humor badge!

In addition share the love of Jive or how awesome you are with the love and rock star badges

To claim your badges, go to the social command center at JiveWorld or tweet @JiveSoftware to request the badge.

Here are the staple JiveWorld14 Game Series special badges that are available to all conference attendees:

humor.pngJIVEWORLD14 HUMORlove.png





Stay tuned to learn more on how every badge you earn improves your chances to win 1 of 3 random drawing prizes!



  • Stay up-to-date with JiveWorld14 schedule, events and take part in the JiveWorld14 Game Series
  • You can download the JiveWorld14 Mobile App now for iPad, iPhone, Android and Mobile Web.


If you have not yet signed up for JiveWorld14, now is the time:


If you have any questions about the JiveWorld14 Game Series, please reach out via the comments below or via @JiveWorld on Twitter

Before I became a Jiver I was a practitioner and looked forward to JiveWorld to gain insights from my peers.  After awhile I realized our program had mastered the basics, but what about what happens when you find your program’s stagnated? Or when you have to justify adding program resources? What then? What were the advanced BEST practices for measuring and proving value? How could I benchmark my community against others? And how could I drive deeper engagement or innovative use of our platform?


Well if these are all questions you have, too, then JiveWorld14's Advanced Track is for you! LA_Photo_Jive-3751-postV2.png


Geared to customers with 2+ years under their belt, this track is for Jive customers who have mastered the business and program management basics of adoption metrics, user engagement and organization change. Each session in this track will feature at least 2 case studies with advanced, practical advice for "how to" implement their suggestions in both employee and market-facing communities.



Community Benchmarking

Wondering how to get started benchmarking your community?  Then JiveWorld14 Advanced Track: Using Community Benchmarking on Wed at 10:30 am is the session for you. For the third consecutive year in a row we’re thrilled to have the awesome Rachel Happe of The Community Roundtable share research insights to help you both understand the value of benchmarking along with practical tips to benchmark your community management practices, behavior and performance. This is a must see topic for the community manager looking to make the case to prove the value or make the case for expanding their program. RELEVANT FOR EXTERNAL AND INTERNAL COMMUNITY MANAGERS


Advanced Measurement

  • On Wednesday at 1pm, Riverbed's D Toth along with 7Summits Cullen O'Brien will discuss what it takes to cross reference and analyze your Jive Community data with back end systems (CRM, Marketing Operations) to prove the value of your external community on lead generation and impact on sales. You will get practical advice on how to approach this data analysis and talking the language your executives care about!  RELEVANT FOR EXTERNAL COMMUNITY MANAGERS
  • On Thursday at 3:00 pm join me and Corey Mathews as review the key reports and metrics you must be looking at to find signs of value or prove value. We'll cover things like how to measure engagement, look at your engagement index, identify place health and even be able to prove the impact of your community on increasing both brand awareness and impact on lead generation and revenue. This is a must-see session for those wondering how to unlock data from your analytics to translate your program's success into executive "care-abouts". RELEVANT FOR BOTH EXTERNAL AND INTERNAL COMMUNITY MANAGERS


Global and Multilingual Communities

Want to find the killer session where you'll learn how to manage multilingual issues and cultural concerns? We've got that! In Going Global – Launching and Engaging Multi-Lingual Communities on Wednesday at 2:15 pm veteran community manager Christina Zurkawicz will share a variety of tactics they used to display translated content for customer visitors like: IP detection, navigation translation, Google translate, and surfacing user’s preferred language content to name a few. Alban Rampon will address key community governance decisions necessary to address new markets as well as value of staffing local community managers to support the local culture. Both speakers will walk you through key issues a global program must address and how to consider the technical, business and governance decisions. FOCUS EXTERNAL, BUT RELEVANT FOR EXTERNAL AND INTERNAL COMMUNITY MANAGERS


Executive Engagement

Still trying to crack the code on driving executive engagement? Then join Open Leadership: Coaching Executives on their Digital / Social Journey. On Wednesday at 3:45, you'll hear Kirsten Laaspere of Fidelity explain the differences between Executive Support, Approval and Engagement and how "sleeper agents" can help you. You'll also learn how Rachel Duran used an executive engagement framework to profile and plan her approach to Radio Shack Executives, leading not just to getting an audience with her CEO but also how that investment lead to his adoption and evangelizing the need for Jive for their modern business platform among his executive staff. RELEVANT FOR INTERNAL COMMUNITY MANAGERS


Healthcare: Using Jive to Improve Patient Care and Reduce Care Costs

Wondering how to use Jive as a Healthcare portal to improve patient care and reduce healthcare costs?

In the Netherlands almost 30% of the population has one or more chronic diseases. In the US that percentage is 50%. Yet, the amount of caregivers will not equally increase while the costs of healthcare continue to rise. If you're in Healthcare, you won't want to miss Dr. Folkert Asselbergs

on Thursday at 11:15 am share how the University Medical Center Utrecht and 24Care are using Jive at the center of their patient tele-monitoring and self-empowerment solution for chronic heart failure patients. He'll walk through how the solution will help them increase the quality of care, 
improve the well-being of patients,
 and reduce overall healthcare costs. RELEVANT FOR EXTERNAL COMMUNITY MANAGERS


Employee Engagement

Looking for key strategies to re-energize your community? Options to drive engagement is to focus on the work, add use cases that drive value and re-energize your organization change programs. On Thursday at 1:45 pm Bluegreen's Jessica Maxson adapted engagement strategies to fit the profile of Bluegreen's sales team that resulted in sales effectiveness and bottom line results.  First American's Shirlin Hsu using a "Work Smart Challenge" at First American to drive use, the collection of value stories and inspire new ways of meaningful community use. Both will walk you through the behavior considerations for their approaches leaving you inspired with tactics you can re-use when you go back to the office. RELEVANT FOR INTERNAL COMMUNITY MANAGERS


Customer Innovation and Idea Jams


Why attend the Advanced Track?

These customer speakers are amazing and have worked hard to not only tell their stories but to also share how they did what they did so you, too, can replicate their success to connect, communicate and collaborate with your eco-system of prospects, customers and employees. If you have questions in any of the above business program leadership areas, you won't be disappointed. See you in a few weeks!

There's no better way to share an experience with others than sharing photos. With our Top Photographer - JiveWorld14 Game Series, you'll be rewarded for posting photos of your JiveWorld14 experience as an attendee. Earn unique badges for posting a certain amount of photos from within the JiveWorld14 Mobile App. The top three photographers will be rewarded handsomely with an iPad mini!

Here are the JiveWorld14 Game Series Photo badges that are available to all JiveWorld14 conference attendees:

photo-standard.pngJIVEWORLD14 PHOTO

(starts October 19th, 2014)



(starts October 19th, 2014)





Starting October 19th - October 25th, we will monitor Twitter for tweets dawning the #JiveWorld hashtag and an embedded photo.  Leverage your social network to bolster favorites, RTs, and MTs for your photography to boost its rating in the challenge.  Also, your photo Twitter activity will also count towards your JiveWorld14 Game Series - Tweet #JiveWorld and Win! challenge.  The top 10 photo finalists will be based on this Twitter activity.  We will then create a poll in the Jive Community to determine the 1st, 2nd and 3rd place photographers of JiveWorld14.

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Eligible Photos

  • Must have at least 1 person in them
  • Must be taken during JiveWorld (in Vegas) OR clearly show the word "JiveWorld" in them (#JiveWorld is acceptable) OR at least 1 JiveWorld14 conference badge visible
  • Must be taken first-hand from your device (i.e. you own the rights to your photo)
  • Must be submitted to Twitter by a member of the Jive Community and be a JiveWorld14 attendee.
  • While the use of photo editing tools and filters is discouraged, participants may use them at their discretion. We ask that you limit use of these tools to improve photo quality and presentation, and less for altering appearances and super imposition.



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Lukas Sparks

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Angela Eick

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Edward Ford

as determined by the Vote for Your Favorite JiveWorld13 Photo poll.



  • Stay up-to-date with JiveWorld14 schedule, events and take part in the JiveWorld14 Game Series
  • You can download the JiveWorld14 Mobile App now for iPad, iPhone, Android and Mobile Web.


If you have not yet signed up for JiveWorld14, now is the time:


If you have any questions about the JiveWorld14 Game Series, please reach out via the comments below or via @JiveWorld on Twitter

Compass_Map_Benchmark.pngOne of my goals with The Community Roundtable was to observe and consolidate the practices of community management - and in doing so, make them more explicit and understood. After five years of learning together with our members, and documenting practices in hundreds of reports, we know what the core practices of successful communities are. This is not to say that good community mangers don’t also bring a magical element to the practice, enabling them to connect and orchestrate amazing experiences, but we do know from an operational perspective what kind of management elements are key to successful communities.


Our State of Community Management research this year showed us that of those communities that have the best management practices, 85% of them can measure their value. That suggests that taking a community approach is no longer a gamble and much closer to a sure thing.


Some of the markers of successful community management programs are:

  • A multi-tiered advocacy program
  • A community management playbook that documents how the organization engages with different constituent groups
  • An owned community space and infrastructure
  • Metrics that track not just activity but changes in member behavior


Now that our research has matured, we can assess the effectiveness of an organization’s community management system and are rolling out a Community Performance Benchmark. We think that by focusing on the performance of the system, it will enable organizations to produce reliable, scalable business results from a community.


I’m excited to share more about community benchmarking at JiveWorld and I’ll be talking broadly about the value of benchmarking but also about the various areas of community programs that need to be benchmarked, including the management system. The session is designed to be very practical and give you the information you need to:


  1. Understand what can be benchmarked - and how to think about the value and limits of benchmarking
  2. How to benchmark community management, community behaviors and business outcomes
  3. How to use benchmarking to develop or update your roadmap


There are some specific trends both in community management and in the wider business world that make community benchmarking particularly valuable today. I’m looking forward to sharing my perspective with you at JiveWorld!

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