Version 2

    The Agony and Ecstasy of Best Practices

    by Ben Taub, CEO 411 Labs


    Best practices are

    • Well known but difficult to weave into workday.
    • Need to be aligned with corporate and community strategic goals
    • Cf: Vanity metrics: selected to always show growth.
    • KPIs should be tied to your best practices
    • Not something under your direct control
    • Should inspire action

    Sample Use Cases

    • Onboarding
    • Exec engagement
    • Advocate maven
    • Content
    • User needs


    For each best practice

    • Look for kps associated
    • Determine tactics that link back to it


    Multiple sources of Jive data are a challenge for most community managers

    • Jive DES – Behavioral
    • Rest API - content
    • CMR - Profile and activity, some data not available elsewhere


    411 Labs

    • Established to make data available
    • Support manual tasks such as batched invites from csv


    Insite for Jive Product

    • Pull data and organize
    • Allow exploration of data
    • Build complex queries and rerun whenever
    • Take action from data such as campaigns



    How it works

    1. Pull rest api and DES into a 411 server
    2. Push action back into Jive
    3. Production query
    4. Pull data for use in other reporting tools


    Misc flags

    • Jive rewards data not available
    • CMR is being deprecated. CA wil replace, Some data may not be available after switch.


    General Discussion

    Helping users to understand how to use different tools

    • Sam@Novartis (persistence and reuse of content, highest priority)
    • Showed a checklist of tools for user, based on use case and security
    • Sharepoint more locked down
    • Collaboration, messaging and blogs = jive
    • Video
    • wiki

    Making HTML Tile mobile friendly

    • How to get a tile totally responsive
    • Gary recommends talking to John Reynolds at Social Edge


    Jive-x preparation


    • Some customers staying on jive-x
    • Some looking at other options
    • Social Edge = 40% of client base is Jive-x, 20% both x and n
    • Lithium plans to integrate features from Jive

    Box integration

    • Question if box/jive integration works
    • Permissions do not map directly
    • Created a manual TOC page in Jive to get Box content indexed
    • Found that Box was well-received, especially mobile

    Training Maturity

    • How to stimulate interest at all levels of maturity
    • Break content into different areas
    • Short tactical videos
    • Direct mail: New users, experienced, lost users
    • Convert reluctant users

    Jive Support

    • Difficulty getting timely support
    • Many fixes pending for next release

    Email digest

    • Jive-x customers complaining about old content.
    • Teach users how to follow-relevant content
    • More use of content helps to tune the digest and the recommender
    • Sam – clean up extra follows, and setup a custom stream

    Selecting Jive as a platform

    • What is ideal size to warrant Jive?
    • Gary @ SocialEdge - wide range: Social Edge uses Jive for their 35 person company. They have customers with huge communities.
    • Depends on needs and budget


    • Where to start if you have nothing formal yet?
    • Write down what you do.
      • Gives you discussion points
      • Allows for consistency
      • Look for alignment/comparison with other enterprise apps
    • Define terms for closure/deletion
    • Mixed suggestions on deletion vs archiving
    • Create form for requesting new space/group (copy Jive form, google form)