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I first blogged about out community back in January  The HUB at Philadelphia Insurance Companies and have had some follow up with others on the choice to integrate with SharePoint and how we are tracking in terms of success.              

 

Here is a recap and where we are at in terms of measuring our success, with more work to be done.

 

A Jive Social business platform branded “The Hub” was first implemented in 2014 to address connectedness and knowledge share of the Account Executives within PHLY.  This department is decentralized across 40+ offices with almost 300 employees, each having expertise in a vast array of areas.  The initiative sought to connect, collaborate and communicate with a “working out loud” perspective.  The online solution can be accessed anytime, anywhere, from any device and allows a catalogue of collective expertise and ideas to be built, shared, and grown.  The Hub helps establish a learning culture, providing a platform for connections and conversations across the organization.     

 

 

Our Implementation Strategy focused in these business stakeholders in the following roles:

 

• Collaborator on design with a less is more approach- focused on the user experience and supporting design concepts that build around specific use cases.

• Sponsoring and supporting end user training -finding the right balance between “How” and “Why” by presenting “Show & Tell” sessions to demonstrate real-life work scenarios that can benefit employees, as well as, creating user guides and presentations.

• Marketer- Creating buzz with employees and other teams by holding meetings to share success stories, as well as, conducting Senior level participation to highlight wins and give recognition for adoption and engagement.

 

Challenges:

 

Having an existing intranet portal on SharePoint with varying degrees of adoption, presented a host of challenges.  Primarily was the lack of guidance and reference material around best practices for coexistence of SharePoint and Jive. 

 

To overcome this challenge we chose selected integration points as our model of Jive and SharePoint co-existence.  A new SharePoint application was created and integrated using the Jive – SharePoint connector.  This provided the best of both words, leveraging infrastructure services in SharePoint and social capabilities of Jive.

 

Integration Points:

               1. Federated Search – bi-directional

               2. Surface Jive Feeds in SharePoint

               3. Surface SharePoint content, lists, and links in Jive

 

Success Metrics and Factors

 

Participant surveys reports the following sentiment:

 

o 72% reported that JIVE is a Valuable Workplace Tool

o 66% of users felt that they are more informed about what’s going on in the Dept.

o 65% agreed that JIVE helps them retrieve relevant information faster

o 62% of users felt that they can find expertise in the company faster through JIVE.

 

Intangible Benefits:

 

Promoted Openness – Enables visibility and ease of contribution of individuals.

Increased Richness – Fosters the development and communication of new ideas.

Extended Reach - Access information, ask question, and find experts anytime from any device.

Increased Motivation – Game elements promote adoption and reward members for participation.

Supported Change –Social analytics show who viewed what, when, and how often.

 

Critical Success Factors:

 

This NPS metric is isolated to Account Management team to show the direct impact of this initiative. 

 

o NPS (Net Promoter Score):  Increased almost 25%, 45.3 to 56.5.

o Customer Satisfaction:  Increased 3.5% from 8.78 to 9.09

o Community Contribution performs 7% better than the best companies at 22% Benchmark data from the CR 2014 State of Community Management Research http://www.communityroundtable.com.

The HUB at Philadelphia Insurance Companies - How we are adopting the future of work


Our internal community has been live for 15 months.  We gave the community a face lift in July with the assistance of Social Edge Consulting .  The Mosaic image map on the Homepage is very easy to manage and gives us a nice group of images to kick off the community.   The responsive design of this tool, enables us to manage it within the community without depending on a graphic designer. Our organic phased adoption approach has led us from Customer Service and Account Management to mobile worker support and ideation. 


pie.jpg

Most consuming, participating, and contributing members are raving fans because questions are answered quickly and efficiently without major interruptions to their day.  It is a welcomed change from one off phone calls and emails. In areas where the answers are incorrect, this is a benefit as well, since it leads to transparency of a current broken process or misunderstanding that would otherwise go unnoticed.  The community is helping us build the trust networks we need to work more productively outside of our traditional silos.  This is beginning to happen at an accelerated rate as we work to integrate rewards and recognition programs within the platform.


Our last Participation Ladder Report, illustrated here, shows that we excel in the area of contributing, but still need to work on the adoption of 40% of our user base.


We have some idea jams, innovation challenges, and Champions group activities planned for this quarter that we are really excited about.


Below is a screen shot of the community homepage.  The second shows the "Exchange" which encourages cross department opportunities to connect, communicate, and collaborate.  The last shows an example of a sub-space to the Exchange.


TheHubHomePage.png


TheExchange.png

The 6 Sub-spaces to the "Exchange" all have the same layout, each  with a description, community manager identification, and call to action.  I am specifically responsible for Shared Services IT space as well as many of the community manager responsibilities.

I work for a Service Organization that provides services to Philadelphia Insurance but, we are all owned by the same holding company.   I have integrated SharePoint 2010 with our instance to keep the formal communication separated from the informal and provide the rich content management features of SharePoint while enabling the strong collaboration aspects of Jive.  Since the company I work for (TMNA Service) offers other services to sister companies outside of IT, we are establishing a new community for the shared services company and will surface the information needed for cross company interaction through custom apps, bridging, and or external contributor features.  This solution is still in the early phases, but I would be happy to share where we end up at a later time.


Shared services.png


After 2 Jiveworlds and working with Jivers, customers in the local user group, and 3rd party vendors, I can honestly say it is a great supportive community and it really fits with what I am about.  I am happy to be an explorer work type and help pave the path for bigger and better things within my organization and beyond.


Cheers for now

Jason


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