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On Tuesday 16 March, I attended the "What Have You Done For Me Lately? Challenges for mature communities" breakout session. I work for Pearson and Neo, our Jive community, is 5 years old, so we're definitely a mature community and we do have our fair share of challenges. I thought it would be interesting to see if other CMs face the same challenges we do and, if so, what they are doing to tackle those challenges and how can we work together to resolve those issues.

 

The very witty and funny Kathryn Everest, was joined by three speakers:

Rona Fouche, PwC

Aaron Kim, RBC

mlmathias, Mylan

 

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Each speaker shared a little about their company. Over the course of five months, PwC ran a series of "Ask me Anything" live discussions. They wanted to engage with their network on PwC's purpose and create conversation. The outcome of these discussions led to the various senior partners leading live discussions with the entire network to discuss, debate and ideate PwC's purpose. This meant that there was great opportunity for everyone to engage with leaders in an open forum. On their first day, they had 11,000 views, approx. 7,000 active users and over the course of the next five months almost 2,000 comments. That's pretty cool stuff, so nice to see discussions being used this way and it's given me something to think about for when i get back to London.

 

All three speakers had the same questions all of us CMs do: how do we break down silos and how can we get people working together. Michelle continued to tell us about all the wonderful things they do in their community. They have their CEO do a weekly blog series, which has huge engagement, they also have "Ask Me" sessions, which i think are fab! We have #AskNeo: Working Together sessions at Pearson. Pearson colleagues all over the world have a great resource of help content they can access in our help place. But if that's not enough and they need some more 1:1 support, they can request a 30min #AskNeo session, dependent on the type of request, either The specified item was not found., The specified item was not found. or I will take the call and walk them through any specific questions they have. It's a model that works for us and it's great to see others also doing this type of training, much more bespoke and personal to your colleague.

 

One thing that was very clear in this session was that building an advocate network goes a long way. Get your experts, train them, look after them, support them, reward and nurture them. But don't leave it too long before you review your advocates to ensure their passion is still burning strong. Some advocates sign up as it's a shiny new thing to play with, but six months later, it may not be so hot anymore, or their circumstances may have changed. That's not a bad thing, it's great to review and update your advocates program, ensuring you have a range of advocates. We love and want to hug our cheerleaders, but we need to bring those negative nelly's onboard, through love and lots of hand holding, they become our biggest cheerleaders and that's so much more satisfying, right?

 

Michelle provided some measurement for her community, e.g., top bloggers, places and content of the year. I think that gets a bit of healthy competition going and I plan to talk to the rest of the Neo team and consider implementing this. Something this simple can have such an effect for those who are concerned about the numbers/views and want to do more to get their views up.

 

During the Q&A, a fellow CM asked, "How do you get execs involved?" This question is super interesting to me, because we all have this problem, right?  Some more than others, I know. Here are some key thoughts from the speakers, I hope it helps/inspires you:

 

- Ongoing effort. If you have execs that are digital, target them first and work with them to get the ball rolling.

- Get execs talking to people. It’s small things, like an exec personally responding to or liking comments. Let employees see that their leader wants to be engaged with them.

- Earn your executive support. Share the successes. Show execs how we can support them in the community.

- Have your CEO do an "Ask Me" session about the business. Ease them in gently, show them the digital collaborative way.

- Stakeholder meetings. Explain how they can increase their engagement with the business through a community.

- Run an "Ask Me" session to help engage your exec. This takes a lot of time and effort, but it is totally worth it.

Daniel Martin Eckhart from Swiss Re provided a lot of great ideas for getting your executives engaged in your Jive communities. Before Daniel got into the helpful tips, he explained his philosophy of life. He doesn't have work/life balance, he has a life. And that is how he approaches his executives. He explains that we need to create an environment where everyone feels comfortable being their authentic selves, so that they are bringing 100% of their person to the job, instead of just the 30% that might fit into their actual job description. Senior leaders are just people, too, and they may need to be reminded that they don't know everything and that they have a unique background and history. Daniel also reminds leaders that there are two sides to every brain and we need to encourage the right-brained creative types by doing something for them so that they can create.

 

One of the great successes at Swiss Re include creating "offices" in a group. Instead of having an open-door policy that only 5% of your on-premise team can make use of, create a group and make that the office where questions can be posted. The exec can control the flow of the conversation and can reach 100% of their employees. Daniel stresses that "we're all unique – show your leaders that they can be themselves and then show them how." The following are some great points of attack for you to try in your Jive community.

 

  • Make leaders exist in the physical and virtual worlds. It is no longer good enough to be present solely in the physical world. If you don't have a profile picture in the Jive community, then it is like you don't exist.
  • You can always take make or give time. If your execs are telling you that they don't have time, it is because they haven't made this a priority. Find a way to convince them of the value so that they will make time to engage.
  • "I can't write." Whenever Daniel hears this he responds, "How many emails have you written today?" It isn't about literature, it is about showing up.
  • Authenticity is a must. You can make adjustments for the exec's comfort levels (e.g., I won't discuss my kids, I can only blog once a month, etc.), but you cannot compromise on their authentic voice in however they decide to engage.
  • Perfection errors. Perfection is the death of authenticity. Leaving in a typo or two proves that the exec wrote it, and that they are only human.
  • Use metrics to promote a healthy sense of competition. Daniel is not a fan of analytics (the only thing I disagreed with!), but he does like to pull engagement numbers every few months and send them off in a spreadsheet to the exec. He usually then receives a couple of responses asking how they can get their numbers up (reading between the lines: to beat the other exes).
  • And last, but certainly not least: Always do whatever is in the best interest of the company. At the end of the day, everyone has the same goal and that is the furthered success of the company, do whatever makes that happen.

 

As Kathryn Everest cautioned when she introduced Daniel, there is no magic bullet to getting your execs involved in your community, but there are a lot of good approaches you can try. And I plan to as soon as I get home!

“I’m kind of a weirdo. I love tinkering, always have.”

 

Rashed Talukder is a Developer Evangelist at Jive. The opening slide said he’s been with Jive for “0.685 years.” Yes, I had to use my Droid’s calculator to find out that means about eight months and change. So he’s a newbie. But if he hadn’t said that, I never would’ve guessed.

 

The long and the short of it is this: Simple stream integrations (SSIs) allow you to harness salient information from the outside world and introduce it into Jive without the need for a middleware service. Jive-n now runs developer code on the Jive servers thanks to the availability of webhooks and a secured signed public URL.

 

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Rashed whipped through the technical context pretty quickly, perhaps too quickly. A few of the slides I didn’t manage to capture include one showing the required components to be the transform function (translator for params to fit required params), and the need to sample incoming JSON to verify the transform.

 

Then he showed the SSI add-on file structure, followed by the below slide.

 

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Rashed made it all make sense with a use case I could relate to. Let’s say your sales org wants to know what leads are coming in without Salesforce or Marketo acting as the middleware. You could use Marketo’s webhook and then add in all the profile fields you want for a smart campaign. This creates an SSI that lets you capture all your leads in Jive.

 

He showed a quick video demo showing how you can enrich SSI activity with Built.io Flow. The graphical UI was very user friendly, allowing you to drag and drop icons representing such variables as Get Lead Activities and an HTTP request with the Node.js request between them.

 

How about beefing up that simple stream to bring you even more helpful info? Maybe you’d like to get more context about your sales leads and bring Jive yet another step closer to being a true hub of knowledge.

 

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In the above scenario, Rashed added the lead’s Twitter feed to capture more context in Jive, such as contact info and interests, complimented by the ability to contact that lead from within Jive courtesy of handy “Call” and “Email” buttons.

 

He showed us what a cinch it was to use the Jive node SDK to unpack and add the app to the SSI.

 

SSI considerations:

 

•    Only for cloud

•    Transform function has 1000ms execution time

•    Data displayed is limited to external service’s payload (e.g. Marketo example, awesome though it is, is still missing info and context a seller might want before contacting a lead)

•    Unable to take direct action on the external service from generated activity because it’s a one-way push into Jive without any external calls

 

Finally, he went over shared auth for requests using Jive Connects. This provides a secure way for secure auth for app requests. The end user is blind to your credentials. To do this, go to admin panel→App Services. The most important field is the Service URL which is the base URL for all requests.

 

Rashed brought it home saying what makes the simple stream integration so simple: it takes very little time. He emphasized that he can create powerful integrations like the Marketo example in about a half-hour. “There’s not a whole lot out there that can do that,” he said.

 

Why SSI rocks:

 

•    Low investment, high ROI

•    Patternizable

•    High velocity

•    Middleware-less

•    Secure

•    Allows for quick and contextually meaningful collaboration (e.g. searchable, allows for commenting, liking, sharing, marking for action, marking as success, etc.).

 

Given how easy and powerful SSIs are, Rashed was a bit bummed out that hardly anyone in the audience raised their hands when he asked who out there had already given SSIs a whirl.

 

“SSIs are just a quick and easy way to get more meaningful info about leads all within Jive.”

After seeing Kim England's dynamic presentation this morning during our keynote session, I knew I wanted to attend her session on Pearson's journey to the cloud. The purpose of Kim's session wasn't just to answer the"why cloud?" question, but to provide insight into how moving your community to the cloud positively alters the rhythm of your community.

 

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Pearson's community, Neo, has been using Jive since 2010. They launched to rapid adoption, and went through a few cycles of upgrades before they began to consider moving their community to cloud. Kim provided a ist of considerations Pearson went through as they considered "to cloud or not to cloud?"

 

These considerations included:

 

  • Pearson's current technology landscape
  • their community look and feel
  • upgrade resources available
  • community expectations
  • customization limitations

 

Taking these into consideration, the Pearson team ultimately asked themselves, "What is our vision for our community going forward?" and decided to proceed with their upgrade to cloud despite the fact that they had to give up some of their existing customizations. Their new news homepage has dynamic content and a fresh feel compared to the older version of Neo, and upgrades in the cloud have eliminated the feeling that Pearson had to skip over the latest upgrade release because of lack of resources.

 

Overall Kim's session provided a great overview of how Pearson addressed and overcame  their initial concerns about migrating to cloud, the positive impression it had on their community, and Pearson's plans for Neo moving forward.

I haven't met any community manger who doesn't want to learn tips and share practices on increasing member engagement in their communities. That's the holy grail of CM, right?! Therefore, obviously, I couldn't leave Jive World without attending the session Pick me, engage me, thrill me! Getting and keeping your audience engaged. Here were my three take-aways from the session.

 

Know Your Audience. Have a Goal. Pick things you can accurately measure.

Deanna Belle shared an overview of Cisco's integration of gamification into their live events (CiscoLIVE developer conference). She started with re-iterating the importance of knowing your audience (which we all know is key). But more importantly, she talked about ways to leverage gamification for engagement metrics. Daysha Carter stressed the importance of goal-setting, as well:

 

  • Determine what measurements are most important to your organization
  • Determine how you will measure your member/user engagement
  • Identify time intervals on which to measure your metrics

 

Another cool thing Cisco did was have a mission before the conference -- conference participants who completed the mission would get a t-shirt which they could then wear at the conference (hello - extra special swag, right?!)

 

What happened after the CiscoLIVE event? Their (DevNet) users exposed to the CiscoLIVE event gamification returned to the community 23% more often than (DevNet) users who were not exposed and 71% more often than all other community users. 33% of DevNet users have been active for at least 1 year post-event.

 

LOG OUT. Then, view your community.

This, of course, works only if you have an open community. Daysha Carter suggested viewing the community from an outside perspective to really help community managers learn something about the community from the general viewer perspective. This makes total sense! Depending on your community design (and permissions), it's important to see the types of content to which non-members are drawn to and the kinds of behaviors they have.

 

Use the announcement feature in the JIVE to promote content that is trending.

This is an interesting suggestion, actually. And I can see how it might help push featured content in community members inboxes (instead of always relying on the 'featured content' widget.)

 

Sometimes the simplest, most obvious solutions are the most impactful.

 

Thanks for a great session!

 

Just came from a great session with Matt Laurenceau of BMC, Jill Ross of Hitachi and Deirdre Walsh of Silicon Labs.  Matt shared some great insights and best practices around what BMC has done with their community, especially around how they've embraced using the community to engage customers.  They are obviously doing something right, as they have very enviable engagement, with 80+% of their community showing daily or weekly usage. 

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BMC has three major focus areas:

 

Digital venues & customer journey

     Matt shared a geo popup he uses from Qualtrics which marketers will love. Matt calls it "magic engagement on any      website without coding."  I thought it was very similar to "native advertising" on your own site.  Check it out!

Customer onboarding

     Customer onboarding has been so successful that they are now moving to product onboarding.

Events & user groups

     Engaging before, during AND after physical events produces the best engagement results.

 

? ? ? THE BIG QUESTION ? ? ?

 

What I found fascinating was that none of the presenters (or audience members, for that matter) felt that they had solved digital integration yet.  One of the most interesting conversations was around single source user identity profiles.  When asked if anyone had reconciled all of the social profiles from Salesforce to Jive to Marketo to (you name it), there were some chuckles in the room.

 

This question doesn't have an easy answer, and everyone freely admitted that this is something they are still working on, so I thought I'd open this to the community...

How do you reconcile social profiles?

 

Every brand faces the same challenge: how do you connect effectively with customers and partners? This morning, Deepti Patibandla of the Product team shared some great recent Jive-x innovations and future directions for improving the customers’ experience.

 

2016.1 brings:

    • - Social listening
    • - Event look and feel
    • - SEO improvements
    • - Translation services

 

“It begins with the customer journey… and Jive-x activates that journey.”

 

From that list, one of the standouts (and something that was just announced here at JiveWorld) was the first bullet point above: the upcoming integration with Sysomos.

 

Soon, brands will be able to:

  • Route relevant conversations on social media directly in Jive-x community, increasing brand affinity.
  • Listen and respond to over a billion conversations online, in real-time
  • Enhance social interactions and dialogue with community members
  • Improve customer satisfaction along with lowering call center costs

 

Connect social to community advocates

Darin Wolter Sysomos shared this truth: any interaction with a complete stranger is often more trusted than one we may have a brand’s CEO. That’s why it’s important to empower community influencers to take action on your behalf.

 

 

What do brands gain from this integration?

  • Marketing engagement and advocacy: Connect influencers in your community with the marketplace
  • Customer support: Leverage the expertise of advocates for one on one engagement in social channels
  • Sales support: Proactively engage with prospects , customers and partners in real time

 

All of that, as Darin put it, is “power for the brand.”

 

Want to learn about other upcoming integrations shared at JiveWorld? Check out the press release.

 

JiveWorld Day 2 is typically when the emotions come out for me. Let's bring it to the table people, let's talk about the feelings. jiveworldfeels

 

I've been so lucky to meet so many of our community members in real time: Scott Dennis and Renee Carney; Jessica Maxson; Matt Laurenceau; Dina Vekaria-Patel Ben Zweig Keeley Sorokti Rob Leslie Jr Sumeet Moghe Patty McEnaney Chrissy Pedulla just to mention a few...

 

What strikes me across all of these people and all of their stories is now Jive changes lives and how it changes how we work.

 

I spoke with Judi Lettrich who used to work for Jive and now works at MapR and we chatted about how once you've changed your workstyle to Jive it's really painful to work any other way. I talked to Deirdre Walsh who stated that using Jive is a condition of employment at any company she works at.

 

How is it that a piece of software can actually alter the lives of people so significantly?

 

It's because this software is all about how people connect with each other. And the power of connection (besides being a great theme for a conference) is what makes life more meaningful and fulfilling. It's seriously is.

 

 

Jive is… video. Did it make you get the feels just a little bit?

 

Recapping Main Stage Day 2

 

Profiling Orange

Our first customer profile was kicked off by David Macmillan and featured Jean Daries Directeur du Project Plaza from Orange. As a top global employer global in 2016, their community Plazza is at the center of how they conduct business.

  • Reaching 100k user profiles
  • 9100+ communities
  • 17k questions
  • 150k documents

 

Brian David Johnson – Futurist

 

The computer of tomorrow is bacteria! Photo credit: Dilshad Simons

 

Brain David models what it feels like to be a human in the future. What do we need to do today to scope out the future we want? Right now, we live in a world of devices that are ever-shrinking… from desktops, to laptops, to tables, to smart phones. As computing gets smaller, we can turn anything into a computer. The question is not 'can we turn things into computers' but what we want to do with that power and why we want to do it.

 

A shift is occurring and eventually all of things we consider devices are going to disappear. We will be surrounded by computers as they will be woven into the fiber of our clothes and maybe even implanted in our skin, our blood.

 

It's easy to focus on how rapidly things are changing. The key take-away is: You can’t be passive about the future, we all have the power to build it with the stories we tell. We have to ask ourselves what kind of future we want and what kind of future we want to avoid.

 

Futurecasting uses social science and anthropology, economics, trend research, and expert interviews. Brian David has spent some time in the Jive Community talking with all of you. He also used the Jive Community to come up with some thoughts on the following:

 

Brian David even brought a few customers on stage:

"Don't need office culture any more. They don't feel isolated if they are not in an office - his generation create's a community by themselves." - Judi Cardinal and her 26 year-old son.

and Steven from PWC is seeing a trend towards smaller organizations, larger contingent work forces, rapid on-boarding, and rapid deployment.

 

Work is not work

The key is to design work so that people can find intrinsic value in what they do. - Patty McEnaney

If we are taking on a task bigger than ourselves, then we are usually ore successful. We will do better work. Get beyond the idea of work itself. We need to reimagine work, because the kind of work we will be doing in 5-10 years will be totally different. If you find yourself asking, "Is this actually a job?" then you are on the right side of the future, finding new ways of working.  Work is not just work, where we choose to spend our time actually matters… It used to be work was a place that you went to. Then the internet was born and work became something you DID. Now, work is intertwined into who we are and what we do.

 

Contribute meaning

It's quite interesting that the comments on the thread #1 Job Skill for the Future: Be Human also seem to be converging on the idea of story-telling as something that is unlikely to be automated any time soon. - Andy Yates

And John Schwiller regarding the notion of how we communicate: we tell each other stories.

 

How we work is that we actually contribute to each other. It doesn’t happen alone at your desk, it happens we we are talking meaningfully to each other.

 

Reimagine the value of people

 

Our ability to collaborate and communicate with each other will be critical. He asked for everyone to tweet their thoughts to him. Tweet your thoughts to @bdjfuturist

 

So how do we change the future?

We do that by changing the story that people tell themselves about the future they will live in. Everyone has to own their part in it. Then talk to each other. Talk about the future you want and the future you want to avoid. It’s local and it’s how you connect with people.

 

Customer Story: Pearson

 

Kim England Global Community Director, Pearson spoke about being a part of the Jive family for over 5 years.Pearson facts: 40k employees in 70 countries. They've seen tremendous growth, and started with 127 intranets all moving this activity in one Jive: NEO. At Pearson, Jive is about their people. Kim loves and worships News because they can put front-and-center the things that are important to them, yet at the same time it's dynamic.

One of their recent successes... The Summit Meeting (physical meeting ) with 100 executives in person, and 10k colleagues globally. Included a contest for roving reporters who also attended the event in order to share with the community. Additionally, they launched a new brand in Jan 2016, in one month alone had 8k colleagues engage in the content.

 

Product Presentation - Day 2

 

Ofer Ben-David expanded on the power of connection… It’s all about the people. Give people the power to come together in their own workstyle. Jive is the hub that brings it all together though activity, search analytics, insights and integrations. We are moving to collaboration without borders. With context and personalization; identity and shared services. Bring up Nick Hill…  VP of Products, future vision of the product… you in the center.

 

How to make this happen:

  • Single identity. Simplicity for the business one single place to manage users. This doesn’t mean we have one profile, find a spammer and can deactivate them from across all of your communities.
  • Unified services. All of the services that power the jive functionality. Putting people at the center, see all of the content you own.

 

Ofer and Nick Hill demo’ed how the sharing across community would work. Content publishing: one to many. Develop the content in your internal instance and publish easily and quickly from the same doc out to mulitple other instances. This concept would include messaging, video, tasks, files, insights, rewards, and integrations!

The Jive Workhub is the engine that connects relevant people, information, and things to work better together in today’s digital world.

 

A moment of silence

When one of our own is missing, we feel it keenly. A moment of silence was held in memory of Kristen Ritter (In loving memory) .

See Remembering a fierce social business champion and a generous friend

 

Jive Awards

 

I don't want to short change the Jive Awards, so we'll be posting about it in another blog. Watch for it!

We've already seen some great summaries of the JiveWorld Mainstage Keynotes. If you haven't already, read them here:

The Power of JiveWorld Main Stage: Day 1!

JiveWorld 2016 - Tuesday Morning Mainstage Keynote - Here We Go!

 

Rather than summarize highlights from the Wednesday mainstage keynote in my own words, I figured we could look to the social web and Jive community to crowd-source what everyone thought via Twitter. Here it goes:

 

Wednesday Keynote Twitter-Reel

The Twittersphere starts us off with a keen observation about our esteemed JiveWorld keynote MC, Todd Moran

Then it's quickly on to a fireside chat between with Jean Daries from Orange and David Macmillan from Jive Software:

And the Twittersphere was very impressed with the Plazza community stats that were shared:

Some thoughts on future in general:

The future of computational power:

And how people, imagination, work play into our future:

 

 

 

 

 

 

Then it was on to the adorable and admirable Kim England who shared Pearson's social business evolution on Jive:

 

 

 

 

 

 

Next, Ofer Ben-David Nick Hill took the stage to share the Jive vision around key product roadmap updates, which were well-received by the Twittersphere:

 

 

 

 

 

There was a thoughtful moment of silence for a beloved Jive Champion, Kristen Ritter (In loving memory).

The tweets throughout the conference have gone on and on. She is sorely missed by us all.

 

And to wrap things up, Elisa Steele announced the Jive Awards winners. Congrats to the winners and finalists!

 

Now who's ready to party?

 

 

Honorable Mention: MVT (Most Valueable Tweet)

I realize that this tweet wasn't shared during the Day 2 keynote but it was SO good, I just had to share it again. Thanks to Dina Vekaria-Patel for the great laughs on Twitter this JiveWorld!

Rachel Happe never disappoints. From her sessions at FeverBee and CMX Summit - and now JIVE World 16 - there is always something in the way she delivers her message that inspires me to do more and motivates me to action. Her session Advanced Community Management – Becoming a Community Ninja: 5 Secrets of Community Black Ops was no exception!

 

My colleague and co-worker, Scott Dennis did an excellent job highlighting key points in the session Community Black Ops; Becoming a Community Ninja, Presentor Rachel Happe, Sessions Notes. So, I'll just share the three main take-aways that resonated with me.

 

Community Operations is critical in scaling a community.

Scaling our management efforts is always on the forefront of our community team (there are just four of us). While drafting up processes and procedures (i.e., Community Playbook) isn't the sexiest or most exciting part of our job, it's something incredibly necessary if we hope to grow. But who has the time, right?! This session was another reminder to focus time to operationalize our procedures. But also actually follow these processes, consistently. But let's be honest, this isn't always easy for community managers because the community is so dynamic and new (and often different) issues are often requiring our attention.

 

 

Community Management is like “Digital City Planning”

I love this analogy. (But I also loved the SimCity video game series). As community managers, we are architects, historians and curators, program facilitators, business analysts... and many other roles, as well. And often times we're wearing multiple hats. But approaching community management like city planning makes total sense!! The challenge is prioritizing these tasks and balancing our (multiple) roles, effectively.


Successful parts of community management comes when our fingerprints are not all over the community.

What I took away from this sentiment is that we should gain satisfaction from organizing a community that sustains itself. Imagine a community where a member asks a question and another member is the first to answer (not your support team or another community manager). Imagine a community when an idea is submitted and product manager responds, effectively. Imagine a community when community managers are helping to facilitate engagement and spending less time re-directing users or moving content from one space/place or approving members into a group - well, you know what I mean. When designing a community (the ecosystem), consider the behaviors you want to support. If people are totally confused about where to post things, what to post about, where to go to find things, how to connect, etc., then they may resort back to the behaviors and systems they are used to (i.e., using email to share information, connecting on LinkedIn, etc.).

 

If you attended this session, I'd welcome any feedback. More importantly, I'd love to learn if you have some best practices you'd like to share, as well. So we can all, one day, become community ninjas!

 

My second day at JiveWorld proved to be another win, as the day started with a powerful keynote presentation by our Jive staff and customers--and some surprise acrobatic guests.  Where the morning was about exciting your senses, the afternoon was all about fueling your mind.  I attended some product sessions, and one in particular that caught my interest highlighted the PWC + HeForShe community.  All about creating gender equality by "inviting people around the world to stand together to create a bold, visible force," this community, powered by Jive is already making a huge impact around the world.
Screen Shot 2016-03-15 at 9.34.40 PM.pngDale Meikle, Global Diversity and Inclusion Program Office Leader at PWC and Abraham Grigaitis, Enterprise Social and Digital Marketing Consultant at NetEffect Solutions presented the case for this community both from a humanitarian and a technology perspective.  Both sides were compelling to me, as I loved learning about the way people can get involved in solving a huge issue (gender inequality) in small digestible chunks (right in their community), and from the technology end, how purposeful insights from analytics helped this community prosper.
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Key lessons learned from setting up this community:

  • Business lead technology enables change - ensure that your community has a real business need and value in order to succeed. The more you illuminate this need to your community members, the more they'll believe in what you're doing.
  • Analytics are a forethought not an afterthought - keep what you want to accomplish front and center when working on and setting up your community. And if you're not getting what you set out to do, adjust your strategy accordingly. 
  • Analytics are organic, not static; they need to adjust as your community matures - Keep in mind how your community changes over time and set realistic benchmarks and expectations. Your executive team will be grateful for it.


I encourage you to check out this Jive powered community and start being an agent of change for gender equality.


Also, don't miss tomorrow's excellent line up of JiveWorld keynotes and sessions starting at 8:30 a.m. and register for your favorites.

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JiveWorld 2016 kicked off with a little performance art emphasizing the importance of connection and teamwork.

 

Aerialists seamlessly added and re-arranged team members in different flying arrangements while suspended above the stage.

 

It was a good analogy for the complexity of corporate life with the addition and subtraction of priorities, resources and competing demands for time and attention. Do it right and it looks effortless and beautiful. Make a mistake and the whole thing can come crashing down. The aerialists were flawless and made it look easy.

The keynotes themselves covered a lot of ground very quickly Jive kept the presentations short and to the point.

 

Elisa Steele kicked off with a review of where Jive has been since the last JiveWorld 18 months ago, and where Jive is headed.

 

Some pretty amazing statistics since the last JiveWorld

  • Five billion page views
  • 225 million monthly activities across the Jive-x communities
  • A 30% increase in monthly users
  • ...and that is just for the hosted and cloud communities; on-premise numbers aren't included

 

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Jive's strategy (near term) is focused on three major themes:

  • Engaging diverse Workstyles now
  • Engaging with customers on their terms
  • Empowering and engaging employees

 

Workhub.png

 

To quickly and efficiently serve these themes Jive is delivering the WorkHub - Jive pre-configured into four use cases that are most commonly found in most companies. The concept is to make it easier to put Jive to work right away delivering value:

 

  • Interactive Intranet
  • Healthcare Collaboration
  • Customer Engagement
  • Employee Engagement

Robert Block followed Elisa with a panel discussion featuring Gil Yehuda (Yahoo), Scott K Wilder (Marketo) and Masoud Rabie (Reingold Health). It was a great discussion covering how Yahoo used Jive to give employees and management at a platform to engage in some of the productive (yet tough) conversations that needed to occur as Yahoo engaged in some difficult course corrections. Marketo is using Jive make their relationships with their 60,000 customers broader, deeper and richer and Reingold is working with the VA to literally change how healthcare is delivered across the entire VA system.

 

Melanie Wong killed the customer keynote. She has the guaranteed-to-win cocktail party answer for the "what do you do?" question... "Me - I'm curing cancer". Melanie works for the MD Anderson Cancer Center and they are using Jive as part of their strategic toolkit to literally rid the world of cancer. They are connecting researchers, hospitals, clinics, doctors and patients across the United States to disseminate best practices, answer questions, spread knowledge and connect the very best people together. Just when you think you are doing pretty well with your knowledge management application at your company via Jive you hear from somebody like Melanie; when her team is on their game they save lives and change the world. Time to step up my Jive game.

 

Ofer Ben-David mainly played the part of the teaser - Tuesday is about what is coming next and Wednesday will be about the roadmap for the future.

 

Ofer handed off to Dilshad Simons who walked through how the new Jive WorkHub combined with Jive Daily and some of the new Jive features produced a fast, effective lightweight process for on-boarding new employees, getting them hooked into the information and people they needed to get productive quickly and helping them contribute to company revenue and profitability.

 

Oh - and she "casually" dropped the fact that Jive is extending the support life for on-premise and hosted Jive instances to four years beginning with Jive 9.

 

I'm looking forward to the roadmap session tomorrow to see what the future holds!

“I’m one of those weirdos who loves JavaScript.”

 

That was the succinct intro by Adam Sinnett, Senior Software Engineer at Jive and the first of two speakers at What’s New: Integrated User Experiences in Jive, one of Tuesday afternoon’s breakout sessions under the Developer track.

 

Compared to the morning sessions I took on employee engagement, this session as well as the Developer session that immediately followed (and which I also blogged about, concerning simple stream integration) were much more nuts and bolts.

 

Also, given that I'm not a developer by trade, just about all of the below was new to me. It's like you've been driving a car for a long time, and now I get to see the guts under the hood that make it all possible.

 

Let's roll...

 

 

Adam Sinnett, Senior Software Engineer at Jive

 

I was pleased to see that Adam’s focus would be on tiles, a feature of Jive I only just started working with about six weeks ago when my employer Yahoo’s intranet was migrated to our internal instance of the Jive cloud.

 

First, Adam recapped his presentation from the previous JiveWorld in October 2014 which, according to Jive CEO Elisa Steele at this morning’s keynote, approximately seventy percent of 2016 JiveWorld attendees did not attend.

 

Why tiles exist:

 

•    Lightweight external integrations

•    Ability to interact with external systems through Jive

•    Easier than widgets / plugins

•    Cloud compatible

 

How tiles work:

 

•    Configuration JSON (no idea what this means, but it sure sounds neat)

•    POST configuration and registration data to your service (ditto)

•    Render tile from your HTML / data

 

Adam then continued with the latest and greatest with tiles since the previous JiveWorld. Since tiles are totally new to me, I didn’t realize that some of the attributes that I’m already taking for granted after six weeks are fresh and a big improvement over the previous version of tiles.

 

•    Allow community managers to add up to five pages of complimenting customizable content to a single space

•    Exist within pages: places, news, your view, and mobile homepage

•    Makes Overview page mobile responsive

 

“For those of you still using Overview pages, tiles help Overview pages render on mobile.”

 

As of Jive 8 at Yahoo, our internal corp apps team has instructed me to discontinue using Overview pages specifically because they are not mobile responsive.

 

Adam also showed us the new tile types:

 

•    Narrow

•    Wide

•    Hero (currently only on the News page)

 

Internally at Yahoo, we were supposed to get the Hero with the 2016.1 release, but that release was so buggy, they pulled it back. Thus far, only bulk content management has been made available through 2016.1.

 

Next, Adam covered the tile pages API.

 

•    CRUD service for PageEntity

•    Prototype endpoint for getting started: https://my-jive.com/api/core/v3/pages/prototype?placeTemplateID=X&placeURI=Y

•    Required fields: name, parent, page type

•    Layout and one tile required for creation (I learned this right away when I began using tiles, that you cannot create a page on a space without creating at least one tile, even if you don’t build any content in it.)

 

When it comes to custom content creation, you have two tiles too choose from: HTML and Custom View.

 

HTML tiles:

 

•    Single instance of static HTML-based content

•    No setup

•    Able to be created and configured by admins

•    Fast and responsive content

•    No access to user session or external JavaScript

•    Saving SV requires admin or Save Script permissions to be granted

•    Cannot be reused without recreating (biggest pain point for me since we use HTML tiles for our left-hand nav across spaces under a single parent)

•    Only on the cloud

•    Able to upload images and CSS within tile

•    Simple to make mobile friendly

•    Permission-based ability to save JavaScript

 

Custom View tiles:

 

•    Add-on-based global tile with custom content

•    Access to Jive APIs, user session, external services

•    Easier to build user interactive experiences

•    Configuration view to customize each tile

•    Data to present may be retrieved from configuration data, per user store or pushed by middleware

•    Easily reusable in multiple places (where have you been all my life?)

•    Jive hosted or external service hosted

•    Slower to render than HTML tiles, speed comparable to Jive apps

•    Because they’re slower, only two are allowed per page

 

At Yahoo I only know of one Custom View tile on our Jive 8 instance, and it’s a simple product description used on our Dev space. No word yet on when we’ll get to use more of these, but suffice it to say it would help immensely with having to recreate the left-hand nav on all my pages / spaces.

 

To wrap up his session, Adam exited his deck and navigated to a dummy group on the Jive Community called Custom View Tile. In short order he whipped up a bunch of code on a plain text file, slapped in the appropriate place, toggled back to the Custom View Tile group, and refreshed to show us the new Custom View tile he’d just created.

 

Et voila…

 

supermario.jpg

 

Talk about near and dear to my bleeding eighties heart!

 

 

Ed Venaglia, Staff Software Engineer at Jive

 

Ed, too, kicked things off with a droll, deadpan intro. After telling us how he architected and patented Jive’s add-on framework and is a full-stack expert in this, that, and the other code language, he said, “I just love building things, whether it’s with wood, metal…and lasers.”

 

I’ve never heard anyone say so casually that they work with lasers as a hobby.

 

Ed focused on the latest and greatest in add-on experiences since the last JiveWorld.

 

First, he covered two kinds of UI extensions: pre-install and configuration.

 

Pre-install UI:

 

•    Shown before the add-on is installed

•    Useful for checking connectivity or licenses

•    Can prevent the install of an add-on

•    Only available to add-ons installed from the global registry

 

Configuration UI

 

•    Requires the admin to configure the add-on before it can be used

•    Can save configuration locally or in a middleware service

•    External Storage Framework (ESF) UI connects Jive to third-party storage provider

 

These two UI extensions have something in common: they’re lightweight apps.

 

Why lightweight apps are awesome:

 

•    Simpler since they only use HTML, CSS and JavaScript

•    Automatically include most popular features like jQuery, Core API, OpenSocial, OAuth

•    Simple handlers for open and close

•    Easy to pass data in and out

•    Support responsive UI for mobile

•    Similar runtime environment as a Jive app

 

Here are the JavaScript features for lightweight apps:

 

•    Easy access to common JS libraries

•    Access specialty Jive APIs

•    Simple API to pass data back and forth with Jive

•    Support for responsive UI and mobile browsers

•    Defined using a benign query parameter in the URL

 

Winding down, Ed gave high-level snapshots of public resources, bundling apps with add-ons, and Health Check.

 

Public resources:

 

•    Installed directly from the add-on package and “ridiculously fast” because they’re served by Jive instead of a middleware service

•    Can be used to store any UI resource

•    Anonymous access

•    No authentication required

 

Bundling apps with add-ons:

 

•    App availability managed by Jive admin

•    Preferred over deploying apps using the Apps Market

•    App resources can be public resources

•    Can still use URLs (convenient for migrating away from Apps Market)

 

For using URLs, you’ll probably have to contact your Jive AM or support person.

 

Now how about that Health Check?

 

•    Good to have when using a middleware service

•    Easy to implement

•    Can inform Jive admin if service is having issues or undergoing maintenance

•    Can expose details about middleware service components (e.g. database problems, micro-service status and health, problems with upstream services, may include remediation instructions)

•    Inform admin about upcoming scheduled downtime

 

One final note from Ed concerned the Add-on Validator. This is a static analysis tool of add-on packages that you’ll need if you are bundling add-ons.

 

To wit:

 

add-on validator.jpg

Let me start by saying how excited I was that Jive offered up these advanced sessions for 2016. The first day of JiveWorld has traditionally been devoted to Boot Camp, which was great our first year as a customer. But with our community recently celebrating its 4-year anniversary, having more in-depth sessions for mature communities was perfect.

 

This session was hosted by Claire Flanagan, Claire Fletcher and Tracy Maurer and was a mix of the presenters sharing advice – and then the attendees sharing with each other.

 

We kicked things off by talking about some of the main reasons adoption can stall or slow down in a community:

  1. You don't staff for key roles – fail to operationalize key governance processes
  2. Community strategy is not tied to company strategy – no use case road map to support the strategy
  3. Install and leave – no commitment to change the program

 

Kathryn Everest then shared Jive's unique approach to Adoption Assessment. Unique because Jive developed it, sure, but also because it takes a more whimsical view. Instead of evaluating your community in formal stages, Jive suggests something a bit more musical:

 

IMG_2199.JPG

 

The idea is to look at where you are now with your community – and where you want to be. And it becomes less judgmental than a good-bad evaluation. Maybe there's nothing wrong with singing in the shower.

 

Using that assessment framework, we then went through each of the areas of focus:

 

  • Governance
  • Use cases
  • Communication and marketing
  • Training
  • Role models: advocates and executives 
  • Incentives (rewards and recognition)

 

This gave us a chance to think about where we feel our different communities are in the framework and then to offer up ideas to each other about ways to move the dial a little (or a lot). During these exchanges, I learned so many things from the people in my group (Delfin Juan, Claire Richardson, Michiel Schoonhoven and Barbara Mytyk). Claire shared how Thomson Reuters is using a use case "book" to help employees – 76 PowerPoint slides covering a variety of different ways they can engage. Delfin is having success sharing some of his key metrics within Standard Chartered Bank's community and inspiring users to be a bit more competitive with each other.

 

The ability to learn from other customers is one of the things I LOVE about JiveWorld. And this session had me scribbling down ideas of what we can do when we get back to the office:

 

  • Refresh our advocate program
  • Get a better handle on governance
  • Try some different training approaches
  • Better document use cases and success stories to share with our community
  • Develop a group to support our space CMs
  • And a bunch more

 

Of course I'm going to need to rank these in order of importance and determine what's realistic with our budget and resources. Still, getting new ideas is the reason I come here each year. Thanks again, Jive, for listening to your customers and helping us get even more value from JiveWorld!

 

I was excited to attend "Pick me, engage me, thrill me!" today (what a great title), and it didn't disappoint.  Three experts shared their tips and tricks on how they got people into their external community, as well as how they engaged them and kept them for the long term.  Here's what I learned -

 

Matt Laurenceau of BMC was passionate about how transparent, authentic collaboration has led to revenue growth for BMC.  They go so far as to list their most engaged customers in a leaderboard on the front page of their community.  They reiterated that content, as we all know, is the magnet that attracts people to your community.  The question is how to make your content discoverable.  Matt broke it down for us with 3 strategies to raise visibility.

 

1.  SEO

Some have asked if this is *still* important in 2016.  Well, 81% of external community traffic comes from natural search like Google, so we cannot afford to ignore it. Pay attention to robots.txt, your sitemap and make sure to tag content correctly with title and H1 tags if you want your content to be found by search engines.

 

2.   Social funnel

“Social media hooks them, community management keeps them” is Matt's mantra.  He shared 4 ways to foster shares in Social Media.

      - Social media buttons on content

      - Employee advocacy

      - Corporate channels

      - Autotweet blog posts

While the first 3 strategies have become table stakes, autotweeting blog posts as they are written has been a real winner for BMC in driving engagement and traffic.  Something for all of us to consider.

 

3.  Programs with users

BMC utilizes 3 different types of programs on their external community:  beta programs, ideation programs and R&D blogs.  While all are successful, R&D blogs have been the most effective at driving long term engagement.

 

Deanna Belle of Cisco then took the stage and shared how Cisco has used gamification to seriously motivate the developer community at CiscoLive conferences with tens of thousands of attendees.   Their goal at CiscoLive in San Diego was to increase DevNet registrations and overall engagement.  Their strategy was to start early (before the event even happened) and to continue engagement beyond the physical event.  Before the event even happened, they invited attendees to participate in a "codebreaker" puzzle - if you solve the puzzle you get the tshirt (and associate bragging rights).  Onsite they had a prominent leaderboard posted that encouraged lively competition amongst the developers.  They also had a mixture of physical and virtual awards, with the winning hack from their hackathon getting a $10,000 cash prize (and more bragging rights, of course!)  Their return speaks for itself.   Not only did they have close to 500% increase in community registrations, but people who participated in gamification returned to community 13% more than non gamers, and 33% have been active for at least 1 year post event.

 

Key takeaways Deanna shared:

  • Analyze audience and behaviors
  • Start small with a pilot
  • Have a vision/baseline data
  • Reinforce your brand
  • Build, measure, learn, repeat

 

Daysha Carter of American Student Assistance ran the anchor leg of this session.  American Student Assistance is a nonprofit looking to reduce financial barriers to education, and due to sensitive nature of dealing with financial information, they have both public and private external communities that they support.  Daysha had some great, practical advice on how to keep engagement high.  Polls and contests have been particularly effective for them.  Polls because they are quick, easy, low ask ways to engage users (from personal experience she reminds everyone to always include "other" as an option in a poll - it can spur additional conversation and makes sure you cover all potential answers).  For contests, it's best to structure content to encourage behavior that you want to promote, limit the contest to a sensible period of time, and make it very visible.  I was impressed with how they embraced the idea of trying new things, knowing that some will work, and some won't.  She shared her list of do's and don'ts with us:

 

Do

  • Be deliberate – set a strategy
  • Create a content calendar
  • Be a member (non-admin)
  • Promote “good” habits
  • Try, adjust, try again
  • Measure your results
  • Evaluate what went wrong

 

Don't

  • Too much(at one time)
  • Stale content
  • Confusing /vague practices
  • Closed ended questions
  • Inconsistent messaging

 

Overall, a great session with lots of really practical, real-world advice on how to engage external communities (and keep them engaged)!  Does anyone else have some ideas they'd like to share?  We'd love to hear from you!