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External Communities

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You've experienced how Jive helps you support and engage your customers. Don't your employees and peers deserve the same? If you're a Jive-x customer and you refer us to your internal communications team, HR leadership, or your peers at other companies, you'll receive a Jive jacket when we land a meeting! If your referral becomes a customer, you're going to JiveWorld16 on us! Interested in participating, or have questions? Contact Katie Herd at theteam@jivesoftware.com or visit http://jive.to/JW16.


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Good day everyone,

I recently participated in a CM discussion about managing a community team as well as social efforts.  After responding, I thought some within this community would find them helpful; so here they are.

 

I have 10 engineers who assist within our community. Their prime responsibility is to help increase communication and interaction levels within the community as well as promote and confirm knowledge so answers can be provided to customers in a timely manner.  It is important they concentrate on engagement and asking questions rather than providing answers for two reasons.

1.  Communities work becuase people want to help others and share their knowledge; if we simply rushed to provide answers, members and power users who wish to contribute would stop coming.

2.  Athought they are not providing answers, being part of conversations shows we have a company presence within and care about what our members have to say.

 

I hold weekly meetings with the team to discuss:

1.  Traffic

2.  Their activity: log-in, comments made, comments they made marked helpful by community members

3.  Training and best practices with examples from within the community

 

Best practices for online behavior are:

  • Read twice, post once.
  • Write in the first person.
  • Stay on point; keep discussions relevant and germane.
  • Some conversations need to be moved outside of our Community.
  • Remember that you represent the company / brand as well as yourself when you engage.
  • Allow Community members to answer first, then confirm the solution.
  • Offer value, avoid redundancy, and be sure to read the other comments first.
  • Keep discussions professional; never resort to insults, slurs, or obscene language.
  • Protect your credibility. Correct your mistakes, and don't alter previous posts without indicating that you have done so. Transparency is key, and expected.

 

Regarding Social: I use twitter and LinkedIn to drive traffic to specific discussion within my community and track progress with Hootsuite, utm codes, and Google Analytics.

 

I look forward to your comments, additions, and suggestions.

Best,

Toby

REGISTER TO ATTEND

 

Speakers:

 

Constellation ResearchJive Software

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Alan Lepofsky

Vice President & Principal Analyst

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Elizabeth Brigham

Director, Product Marketing



Communicating important and relevant information across multiple departments is a challenge many companies face today. There are many ways to deliver information, but in the technology driven world we’ve all become accustomed to, mobile is a key piece of the tools utilized.

 

Constellation Research has deemed that in 2015, mobile will become a standard way of working and real-time communication will become simpler.

 

Join this fireside chat with Jive and Constellation Research to learn:

  • How employee mobile communications is the missing link to get companies thinking more strategically.
  • How mobile communication tools can align departments on the company goals and objectives.

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Hey Jive community, and especially those of you focused on External Communities, please give our friends at Pink Petro a warm welcome!


Pink Petro is a new community for women in the energy industry to help female leaders seize career opportunities and work together to solve today’s energy challenges.  Katie Mehnert congrats to you and your team in leveraging Jive-x to drive such positive change!


I always love seeing all of the different use cases that get implemented, but I must admit I really love seeing the Jive-x implementations that focus on specific target audiences like this community.  And I know Jive-x will help Pink Petro achieve its goals to unite, connect, develop and grow the number of women working across the energy industry.

 

I thought I'd also share this video about Pink Petro as well to give anyone interested just a bit more context on its mission and maybe some of our own Jive customers from Cameron, Schneider Electric, BG Group, Sun Edison and other companies want to get involved!

 

Also, here's a link to the actual press release New Social Collaboration Channel Aims To Advance Women In The Energy Industry (NASDAQ:JIVE).

 

Heads up to everyone in the Texas User Group as well!

CMSF.pngIt’s a great time to be a community manager! Organizations big and small are beginning to recognize that managed communities can help transform organizations, making them more resilient in a digitally connected world.

 

Yet, while the discipline of community management is becoming better understood, the specific roles within the discipline are still often poorly defined, measured and rewarded. We know from our work with community practitioners that there is a huge range in experience, responsibilities and compensation among community managers – it is not a one size fits all discipline. We also know that many people still believe community management is mostly about updating Facebook and Twitter. 

 

Quite to the contrary, we see community professionals playing a unique, strategic and under-valued role in evolving their organizations - helping them become more responsive, adaptive and innovative. Community professionals can be front line engagement specialists, and they can also play a critical strategic role in organizational transformation. At the same time, many community managers are frustrated by a lack of recognition, compensation and advancement opportunities - often epitomized by completely unrealistic job descriptions.

 

Our mission at The Community Roundtable is to advance the business of community and research has always played an integral part of that – helping people understand the dynamics and management approaches that build successful communities. We’ve made great strides at the macro level with our State of Community Management research and our Community Maturity Model framework, but we needed to apply the same research approach to the role of the individual community professional. With that in mind, we undertook our inaugural Community Manager Salary Survey, made possible with support from Jive.

 

This research documents the roles, skills, responsibilities, compensation, evaluation and professional development opportunities of over 350 individuals in the community space today.

 

What we found was enlightening:

 

  • Community professionals on average have 13 years of work experience, suggesting that while entry level jobs exist, they by no means represent the average community professional
  • Community job descriptions are poorly rationalized between experience required, responsibilities and compensation - making it challenging for organizations to hire and hard for community professionals to find challenging and exciting roles that won’t burn them out.
  • Less than one-third of community professionals find jobs through traditional job postings, making the career path opaque and hard to navigate.
  • Community executive roles are increasing, suggesting that community programs are growing in strategic importance as organizations understand the value they generate

 

Most notably, along with the research findings, we developed the Community Management Skills Framework, included here. This framework helps individuals, managers and organizations understand the scope of community management roles and the specific priorities of each through the four skill families found within community management:

 

  • People and engagement skills
  • Content development skills
  • Strategic and business skills
  • Technical skills

 

The full report helps answer the following questions:

  • What is the role of a community manager, community strategist or director of community?
  • How to define or refine the role to be more realistic for one person?
  • How to bring compensation in line with responsibilities?
  • What is a good starting point for building a job description?
  • How to help the HR team define standard job categories and descriptions?

 

We hope you’ll download this research and use it as a springboard for discussing these issues in your organization, and in the broader field of community.

 

Additionally, if you are looking to enhance your own skills in community management, Jive and The Community Roundtable have partnered to offer both internally- and externally-focused professionals training on community management fundamentals. This is a fantastic resource that provides short video tutorials combined with actionable worksheets  - you can access both courses here Jive User & Community Manager Training.

screenshot-www.htcchampions.com 2015-01-26 13-19-22.png

 

 

I feel a bit foolish as I know this is past the due date, but good intentions are just that - intentions unless acted on.

 

Regardless, I still want to take a minute to share our community. Our community is a brand advocacy and training motion where retail store associates in wireless carriers can come and learn about HTC products and interact with the company. We have a shop where users can spend points they've earned for doing things like trainings and other productive actions we incentivize them for. We also run sales incentives on a fairly regular basis for them to participate on.

 

 

I've received a lot of great feedback over the past year on how HTC Champions is a great place to interact with others in the industry and learn about HTC products, but this is some of the only feedback I've got on file. The comment is on a riddle I did for Champions around Christmas time to give them a boost in points for their 'Christmas' spend in the shop. The riddle had actions hidden within it that they had to do to complete the mission. Here's a handful of some of the couple hundred comments we received:

 

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April Jianto

BK Gateway Screenshot

Posted by April Jianto Jan 26, 2015

Hi! I've had the pleasure of launching our internal/external community TODAY! Super pleased with the results that we are getting  

 

 

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The first picture is the Homepage that populates depending on what your permissions are. The second is our operations hub spot for Europe.

Hi guys, this is my baby!

 

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Suporte Online is a support community for BETA's, TIM's clients of an specif pre-paid plan called TIM BETA. They are mostly young people, heavy users of social media and always connected (just a little note here: in Brazil, not everyone has a smartphone because of our network structure).

 

The community is 100% moderated, but we've created seed content so they only create discussions when is really needed. The pilot has 3k users, but everyone can see the content, and we've had a lot of daily activity from these non-registered users. Even though the project is recent, we've seen some decrease on clients calls, because they've found what they needed on our community.

 

It's been a great work, I'm really loving it!

 

 

 

Jive Community managers, you've poured your heart and soul into helping transform the way your company connects, collaborates, and communicates.  Sometimes this transformation is focused on customers, sometimes its focused on partners, sometimes on employees, and for the truly heroic social and digital strategist it's all three.

 

Starbucks coffee.jpgAs a small token of appreciation for all this hard work, we want you to go to Starbucks, on Jive!  But of course, this community stuff is about SOCIAL and SHARING right!!

So all you need to do to get a $10 Starbucks gift card is make a post in this group on or before January 26, Community Manager Appreciation Day, that contains two things:

  1. A screenshot (or more than one if you like) that highlights your community and gives your peers an idea and look into what you've been spending your time on.  Feel free to add any context as well about the screenshot (e.g., "we're focused on support community" or "this is how we use Jive to augment our in-person events" or "we enable our partners like this with Jive").
  2. Some quote, thoughtful note, or nice thing that somebody has said to you or on your community about how your community has made life better for them.  Maybe it's finding an answer faster than before, maybe it's connecting more easily with peers or giving product feedback.

We want to hear that appreciation you so deserve for all that hard work, so share away!  And hopefully this facilitates more connections with your peers at the same time.


A couple notes:

  • Whatever screen grab tool you use (Nimbus Screenshot, Jing, etc.) for the screenshot, just make sure it's set to capture at the highest resolution.
  • Try to grab screenshots that are of the whole screen to help give people as much context as possible.
  • Also, remember that of course this is a public community, so best case scenario is to not share a screenshot that highlights some top secret plans.
  • Moving forward, we want to better highlight all the hawtness of our customer's communities, so you never know maybe you'll see your screenshot in some future iteration of our customer section on our website or we may share a link to your post via one of our social channels.

 

And if you want yet another $10 Starbucks card:

As I'm posting this in the external communities area, I should also note that for those of you who have internal/employee communities and want to get another $10 Starbucks gift card emailed your way, just post in Internal Communities a screenshot of your customer or partner community on Jive, following the format above.

 

Anyway, here's to all the great Community Managers driving their companies forward on Jive!

I'd like to invite members of the Jive Community to take part in the annual digital workplace research I conduct each year.  The purpose of the survey and final report is to provide executives and practitioners with data, analysis and firsthand stories to help them see where they are today and what is happening in maturing digital workplaces.

Each survey participant gets a free copy of the final report, "The Workplace in the Digital Age - 2015 edition" as well as their own customized scorecard. The survey link is at the bottom of this post.


Highlights from the previous survey

  • The top two strategic drivers overall for the digital workplace are “increasing organizational intelligence” and “gaining efficiency and cost-savings”. The first is number one for maturing digital workplaces; the second is number one for the majority.
  • Organizations with maturing digital workplaces report a much higher rate of top management acting as a “driving and active” force in their initiatives.
  • Operational management and business support functions are “actively involved in strategic decision-making” and “actively using the digital workplace” in these organizations.
  • Case studies and data show that the digital workplace helps organizations enable their customer-facing workforce, helping them interact with customers in real-time with up-to-date information.
  • Mobile services for the workforce will be deployed in 30 to 40 percent of organizations by the end of 2014.
  • Internal crowdsourcing is now deployed enterprise-wide in over half the organizations with maturing digital workplaces. They report “transformational” or “significant” impact on their organization.
  • Enterprise Q&A is bringing purpose to social networking, letting people who do not know each other share information and solve problems across the organization.
  • Real-time communication combining voice and video is creating “virtual water cooler” moments, bringing people closer and building relationships across silos.
  • Cross-organizational communities are playing a long-term strategic role as custodians of knowledge, thus complementing traditional hierarchical structures.
  • Organizations with maturing digital workplaces have cultures that are more collaborative and based on teamwork. Top managers, as well as Communication, IT and HR managers, are more “open and participatory” in their leadership styles and ways of working.
  • Few organizations report “very confident” when asked if they are able retain knowledge and know-how when baby-boomers retire. The few that do say the digital workplace plays a “definite role” in this capability.
  • Physical workplaces are slowly evolving toward more “non-territorial” workspaces, encouraging the flow of ideas and information among people.


How to get involved in the on-going survey

You can discover how these trends are continuing or changing by joining this year's survey and getting your free copy of the final report. The survey officially closes on December 31st, but if someone here needs a few days in early January, we can make an exception! 


Digital workplace framework used for the scorecard

The digital workplace framework shown below has been developed over the past two years. The Scorecard is based on this framework. Each participant receives a copy of his/her own scorecard. There is a link to participate at the bottom of this post.

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Participation link: 2015 Digital Workplace Survey – Open Now | Digital Workplace

Get in touch if you have any questions: jane@netjmc.com



scottwdennis

Online Community

Posted by scottwdennis Dec 11, 2014

People are communal by nature.  How different is the act of joining an online community from joining an on-ground club or social network? Is the way people interact in online communities versus on-ground changing the way we teach and learn or are changing in online community participation and in education simply correlative? 

 

Over the past ten years education in America is begun to change in dramatic ways, with some using a "guide on the side vs sage on the stage" analogy to describe how students increasingly expect to be a part if of the active construction of knowledge and meaning rather than only being passive recipients of distilled wisdom. During the same time interval, online education has grown exponentially while traditional participation rates have remained static or declined?

 

Is it possible that the dramatic increase in online community activity rather than individuals more often relying on traditional documentation and one to one interaction with support technicians could be a reflect a similar trend in how people want to find information about the products and services they use?

Looks like you missed Deep Dive into the Community Manager Role webinar presented by Rachel Happe, Co-Founder, The Community Roundtable on Tues, Nov. 18.

 

Here is some of the quotes from attendees:

  • This is excellent!
  • I really enjoyed the chart on the skill sets.

 

Never fear, we have the recording available for you.  And you can also get the salary research paper as a bonus.


Enjoy!

You don't want to miss hearing the new salary research that brings more awareness to what you can expect in your career as well as knowledge to help you grow effective community programs.  And as a BONUS, we'll send you the Salary Survey Infographic.

 

Register Today for Jive Webinar: Community Manager Salary Survey

 

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PDFs were designed for printing....on paper....not for viewing on the computer screen.

 

Have you ever gotten to the document you have been searching for, noticed it was a PDF, and let out an annoyed sigh. (Or is this just me?)  Let's face it, PDFs break the exploratory nature of communities.  When a user hits a PDF, the only usable way to ingest the document is to download it locally.  This takes users out of the community.  Below are some strong points for finally retiring PDFs on webpages.

  • First, all viewers/renderers for PDFs are the antithesis of user friendly (Check out this article addressing the issue from the Nielson Norman Group: http://www.nngroup.com/articles/pdf-unfit-for-human-consumption/). In order to effectively read through the document, users download and open it locally, breaking the community exploration workflow.  The PDF viewer has its own set of controls/navigation, making it difficult to navigate within the context of the site & browser controls.
  • Second, and the most important issue with PDFs on webpages, is that the document loses version tracking from one version to the next.  When authors make an update, users don't know if it was a massive update or just a small fix.  With Jive version tracking, modifications are displayed inline:

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  • Third, documents lose modifier information unless authors explicitly include that information in the document.  Since this metadata is tracked automatically in Jive, authors don't have to worry about keeping track of what changes were made and by whom.
  • Lastly, documents lose important community interconnectivity.  @Mentions are fast and easy ways to link related materials. @Mentioning documents assists users in the exploring workflow.  You may have noticed some analytics on the right-hand side of documents:

pastedImage.png

 

    These links let users know about discussions around this document, as well as documents that mention the current document specifically.  This allows users to make investigational jumps in the system to related topics and hopefully resolve their issue quicker.

 

If you must use PDFs, I suggest following these guidelines to provide the best user experience with PDFs online: Best Practices for Using PDFs on Web Pages

This piece was inspired by an article from "The Boston Globe:"

 

What businesses can learn from the Grateful Dead


The Grateful Dead provided us with more than memorable summer nights; they showed the way to business success.  I will focus on two ideas and how they relate to Community Management and Customer Service.

 

1.  Be Transparent

"The Grateful Dead's authenticity endeared them to fans and allowed the band to experiment. They found that mistakes are quickly forgiven if a company is transparent about what it's doing."

 

Trust is everything in business and your business will disappear if your customers do not trust you.  Come forward and admit to your mistake, apologize and fix the problem or policy.  Problems happen, the very companies do not sit back and hope the problem goes away, they take action to fix the issue AND admit they made a mistake.  Do you think GM wishes they acted quicker?

Transparency is not just about customer service, it relates to your financial accounting too.  Enron (and others), lost customer trust and fortunes because of greed and terrible ethics.  Don't keep two sets of books.

Great service and sound ethics are foundations on which you should build your company.

 

2. Give, and you shall Receive

"The Grateful Dead removed barriers to their music by allowing fans to tape concerts for free. That brought in new fans and grew sales for concerts, records, and merchandise. They showed that when content is free, more people hear about a company and eventually do business with it."

 

Customers are demanding access to knowledge in order to self-solve their problems.  Providing an open knowledge base lowers your customer service costs, increases customer satisfaction, and shows your company is a thought leader.  The Consortium for Service Innovation has published a paper about how Mathworks has turned knowledge-share upside down by publishing their entire knowledge base within their Community.

I can hear the question now: "But support contracts are a large part of our revenue, we can't just give away our knowledge."

Give away the knowledge, not the support.  Customers who pay for a service contract are NOT paying for information, they are paying for immediate support and people to solve their problems for them.

Stop funneling your customers into horrible phone queues: listen to them on social media and build them a community where they can interact with you (and other customers) to learn, share knowledge, and solve their problems.

 

Rock on!

 

Cheers,

Toby

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