The process of transferring an entire Information Technology department from a static intranet to Jive can seem daunting. Where does one even start? Luckily, I got the chance to experience this process first-hand while assisting with an insurance company’s transition to Jive.
We all know that a smooth-functioning IT sector is vital in successful businesses today. But to me, IT means a really complex puzzle of instructions, processes, codes, and all other sorts of things I don’t understand. While at this previous company, I worked within IT Communications—so I was among the tech-savvy—but knew embarrassingly little about it myself. My peers and I were tasked with using our Jive knowledge to organize and approach the job at hand.
With the move away from the old intranet, IT employees were very hesitant to transfer their piles of documentation and information over to a new, unfamiliar realm. Initially, they could not see the social value. “How can Information Technology succeed on Jive?” they asked. There was an evident struggle to understand how this could benefit them.
Our first step was setting up a simple “Global Information Technology” space, nicely organized with org charts and regional contact information. We threw in an “IT News” widget where we pushed information regarding software upgrades and network issues, all the while aggressively pushing our colleagues to follow and interact with the space. We had to train people that this was the only place to go to get these updates.
Next we looked to internal IT to help our presence flourish. By meeting and patiently working with units such as Enterprise Architecture, Information Security, Systems, IT Administration, and PMO, we slowly coaxed people to create groups, upload content, and invite members. Once these were created, we neatly linked to them from the Global IT landing space under a "Related Groups" widget. Although many of the groups were private, it still created an organized way for internal IT to convene and gain visibility.
As we know, Information Technology is incredibly important to the rest of the company in terms of offering technical and security assistance to employees. Before Jive, employees drudged through paperwork and made several phone calls when they experienced a computer, network, or phone issue. The wait times were usually long, sometimes for issues that could be easily fixed with simple instructions. The company “Help Desk” phone line was outsourced to a company in India, so each phone call was costing the company money. This was a costly process that needed fixing.
To attempt to solve this, we created an “IT Help Desk” group (advertising and linking to it from the original space), presenting a simple layout of user-friendly document categories. Viewers could click FAQ’s for categories like Hardware, Software, Wireless Access, Equipment Procurement & Procedures, and Microsoft Tools. We also added a simple “Need Help?” widget, listing escalation policies and the names of knowledgeable techies to contact. We also provided the option for employees to type in questions they may have in an “Ask IT” widget. IT staff took turns monitoring these questions and answering them in a timely manner. We also asked the Communications and Marketing teams at the company to advertise for us with their occasional news updates, saying that this wasthe place to go for tech help.
After instituting these changes, the department was able to perform in a more efficient and organized manner. End-users could find the answers to their questions easily, without having to dig through stale information and be endlessly transferred from person to person on the phone. As popularity for the “IT Help Desk” group grew, users even started contributing by answering questions and getting in on the action. A great sense of connectedness was finally reached in a once complicated and alienated department.