14 Replies Latest reply on Oct 1, 2015 1:40 PM by Don Shell

    Has anyone experienced backlash from Management for people using their Intranet?

    chconkl

      We've had some managers point out to employees that they are spending too much time on our Intranet.  They can see names that we post on a leaderboard.  They have told employees that they must have too much spare time if they can spend it on Jive.  Has anyone else experienced this?

       

      Jackson Lau

        • Re: Has anyone experienced backlash from Management for people using their Intranet?
          crossman

          Presumably it would be easy to point to those "high point" leaders to show all the valuable content or answers they are providing.

           

          Now, if all these folks are posting is junk that's a different story.

          • Re: Has anyone experienced backlash from Management for people using their Intranet?
            ycheong

            Yes -- I imagine we all have. A few considerations / suggestions:

             

            -- Getting at least a few executives / managers using your Jive instance for collaboration and / or internal communications is key because it gives your platform their stamp of approval.

             

            -- My predecessor created a "business value" group and had users contribute their success stories so others can see, in concrete terms, the value of our using Jive.

             

            -- Our view has always been that there isn't anything wrong with users participating in non-business related groups every once in a while. First, this is no different than water cooler chat. Second, it does help foster a congenial environment. And third, "fun" groups give newbie users a chance to get their feet wet without having to worry if they posted the wrong thing.

             

            -- And lastly, as with everything, over time as more information is posted on and migrated to your instance, people will come to see it as a legitimate business tool.

             

            Good luck!

            • Re: Has anyone experienced backlash from Management for people using their Intranet?
              jessekane

              The concern that our employees (especially in the customer service call centers) would spend too much time on Jive started before Jive was even launched.  I agree with Kevin that educating managers that "time on Jive" does not automatically equate to "wasting time".  A few things to explore to build up your responses:

               

              1. What activities are being performed by the leaders?
              2. How are those activities adding value?
              3. How much of the counted activity is work that migrated to Jive from somewhere else?
              4. Do they understand how the leader board works? For example: "top participant" counts contributions, not time spent online OR is the board surfacing activity that was previously uncounted?
                • Re: Has anyone experienced backlash from Management for people using their Intranet?
                  chconkl

                  Thanks for your replies.  We have created a leader board manually--it's not a top participants widget.  It shows the points leaders for that week.  Right now, a lot of activity is social and not work-related so pointing out what they're posting might not be the best idea.  We're trying to get various groups to use the site for work purposes, but adoption of this concept has been slow.

                    • Re: Has anyone experienced backlash from Management for people using their Intranet?
                      crossman

                      What is the purpose of your intranet?  Is the activity you are seeing in line with the purpose?  What sort of usage guidelines do you have? Are the users within the usage scope? If not, then maybe management has a point...

                        • Re: Has anyone experienced backlash from Management for people using their Intranet?
                          chconkl

                          When I say "not work related" I mean that they're doing things like commenting on, for instance, a document on training classes because they want to know if more are being offered.  Or asking questions about the health care policy.  This is legitimate use of the site.  The purpose of our site is communication and collaboration.  We find that it's working well as a communication device but, overall, people are not adopting it for use to help them with, for instance, projects.  It's been great for groups like The Annual Company Picnic and Sample Sales (we're an apparel company).  Getting people to actually change their habits and work in Jive has been a battle.

                            • Re: Has anyone experienced backlash from Management for people using their Intranet?
                              crossman

                              Christy Conklin wrote:

                              Getting people to actually change their habits and work in Jive has been a battle.

                              That is the toughest nut to crack.

                              • Re: Has anyone experienced backlash from Management for people using their Intranet?
                                nbussard

                                For the training and health policy, how do people get their questions answered if they don't use the site? Are you saving time, for example, by not supporting a help center that would normally answer these questions? Also, are they normally asking questions in a way that is not visible? If so, presumably they are spending exactly the same amount of time on these activities, only the answers are now posted for everyone to see, which may seem alarming at first, but should actually save time overall.

                                 

                                Out of curiosity, you might ask whether they are concerned that employees are wasting time on email, and, if so, whether they would consider taking it away.

                                 

                                You might also consider whether the leaderboard is helping or hurting. People like seeing stats as a bit of gamification, but if it doesn't support your cause, maybe take it down. Consider replacing with something that is directly related to the value you are trying to create, like answered questions or recently created work-related groups.

                                  • Re: Has anyone experienced backlash from Management for people using their Intranet?
                                    tmaurer

                                    Or if the leaderboard is helpful to you in other ways, perhaps move it to a "closed" area where you can access it but where it is less visible.

                                     

                                    Along the lines of what Nikki is suggesting, perhaps these same people aren't spending the same amount of time asking those questions elsewhere because they didn't feel they had the option of asking before. Now they feel empowered to ask, and that is generally good for the business. Plus, since the questions are asked and answered in the open, it often helps others who might want to know the answer but be afraid to ask get their information passively.

                                     

                                    And if you can show that people are using the site for these sorts of things, you can take those same kinds of use cases to other departments to get them to use it as well. Product documentation, IT support/help guides, telephone instructions - all those things that people lose but need access to can be good places to start.

                          • Re: Has anyone experienced backlash from Management for people using their Intranet?
                            Ted Hopton

                            Lots of good comments in this thread. This has been mentioned already, but my first thought is to be careful what you reward, because you will get more of it. If you have created a leader board, make sure what the people on it are doing is what you want others to do. Sadly, it is far easier to pick a metric that's easy to report on than it is to find those that actually measure the kind of quality activities you want to encourage. Better, perhaps, to highlight people who have made quality contributions -- which you have to observe and identify manually, of course, but you could invite people to nominate cases for this recognition.

                             

                            It doesn't take more than one or two examples of someone getting honored for posting trivial things for people to (a) decide to copy that behavior and (b) for executives to form a negative impression of your community. Not really worth the risk, I would say.

                            • Re: Has anyone experienced backlash from Management for people using their Intranet?
                              ycheong

                              Another hurdle we've faced -- and I think others have as well -- is the misconception that our Jive instance is the enterprise Facebook / social network. Obviously, it is social and it is a way to network, but we've been careful to avoid using those terms in favor of business tool, collaboration tool, etc. I like to call it our virtual office or virtual work space. (If you're just starting out, this would be the ideal time to make sure all your communications share the appropriate message. I would even go so far as to monitor your community for mentions of "Facebook" and "social network" and privately get in touch with people who equate Jive with Facebook to let those posters know that it's so much more than that.)

                               

                              It was a bit tricky initially when managers saw users talking about pets or cooking, but most users -- aware their actions are visible to many others -- do exercise common sense and post sparingly in these groups. Two years later, when most of our intranets have been moved to our instance and virtually all our executives communicate via this platform, no one can liken it to Facebook!