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.
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.
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.
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.