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6 Secrets to Social Success - Jive Community Insights

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Deirdre Walsh, Senior Manager of Social Strategy at Jive Software, unlocked the secrets to social success with her eBook, The Business Guide to Social Success. By implementing or adjusting strategy …

Deirdre Walsh, Senior Manager of Social Strategy at Jive Software, unlocked the secrets to social success with her eBook, The Business Guide to Social Success. By implementing or adjusting strategy according to these insights, organizations can draw others in at all levels of the enterprise and throughout the ecosystem.

The conversation continued in the Jive Community to identify additional best practices from thought leaders including Chris Boudreaux, Michael Calderon, Kristen Sussman, Virginia Miracle, Laura McCullum, John Ridings and Jeffrey Murnan. Thanks to everyone who contributed!

Download The Business Guide to Social Success eBook here: http://bit.ly/14TJN1Z

Jive is the world's #1 social business platform. We help employees, customers and partners connect, collaborate and communicate to achieve breakthrough results in sales, marketing, customer service and workforce productivity. http://bit.ly/1aTo6Vq

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  • Transcript

    • 1. 6 PILLARS OF SOCIAL SUCCESS DEIRDRE WALSH, SR. MANAGER OF SOCIAL STRATEGY
    • 2. Strong Community Support Infrastructure • • • 2 Deirdre Walsh created an eBook unlocking the secrets to social success based on her experience in the trenches With her six-step guide, community and social media managers can increase the adoption of social business technologies She opened up the conversation to identify best practices from thought leaders in the Jive Community © Jive confidential Deirdre Walsh Sr. Social Strategist Jive Software @DeirdreWalsh
    • 3. 6 PILLARS OF SOCIAL SUCCESS • • • • • • DEFINE INTEGRATE BUILD MANAGE ACTIVATE ANALYZE
    • 4. SET CLEAR GOALS THAT ALIGN WITH HIGHER-LEVEL BUSINESS OBJECTIVES
    • 5. Think like a Product Manager “All the best practices of product management apply. You’re creating an experience, and you need to begin with an understanding of the target audience, their needs, and then how you and your team can help your community get where they want to go.” 5 © Jive confidential Chris Boudreaux Global Technology Lead for Social Media and Text Analytics Offerings Accenture @CBoudreaux
    • 6. DON’T BE AN ISLAND: CONNECT SOCIAL TO INTERNAL STRUCTURE, PROCESS AND PLANS
    • 7. Integrate a Strong Community Support Infrastructure “The foundation of a strong community relies on good business program fundamentals. Onboarding, educating and communicating with your community while feeding back the lessons learned from your community metric/measurement activities are some of the things we have seen make a big difference in community vitality.” 7 © Jive confidential Michael Calderon Principal and Founder Greenfield Interactive @GreenfieldX
    • 8. CREATE VALUABLE SOCIAL CHANNELS
    • 9. Understand Your Audience “How will you maintain a consistent brand voice? Moreover, how do you maintain a consistent brand voice when multiple people are representing one company? Defining this up front will help your team to be consistent in their engagement and response.” 9 © Jive confidential Kristen Sussman President Social Distillery @KrisSuss
    • 10. LISTEN, RESPOND AND START MEANINGFUL INTERACTIONS
    • 11. Identify Passion Points “Never before have we had so many signals from our audience about how they want us to engage them. Listen to those signals and engage your audience in conversations about their passions—not just about your products.” 11 © Jive confidential Virginia Miracle EVP, Professional Services Spredfast @VirginiaMiracle
    • 12. REWARD AND AMPLIFY KEY INFLUENCERS AND PRODUCT EVANGELISTS
    • 13. Empower your Community Members “We created video tutorials, a Support Community and a Library for documentation. We then empowered the new members to start by themselves and if they needed additional help to reach out to us. What we found was that some were very savvy and excelled on their own, while others were still a bit lost and afraid of the new way. We were able to take the time to work with those individuals and let the savvy do their own thing.” 13 © Jive confidential Laura McCullum Social UI/UX Specialist GE Healthcare @LauraMcCullum
    • 14. TRACK AND REPORT BUSINESS VALUE
    • 15. Track Non-Collaboration Metrics “Are there non-collaboration metrics that should be tracked? For example, does an old customer tracking system still receive the same level of interactions even though the new social collaboration system interactions are trending up? The implication: people may be doing double work by managing two systems. This would detract from business results even though the program metrics seem positive.” 15 © Jive confidential John Ridings Business Analyst Freescale
    • 16. Customized Analysis per Audience “One of the key things we’ve started to consider is what level of detail is required for your different audiences? Our GM, for example, wants to see the overall picture and how it is moving the needle of our business goals. The individual community managers might want to see the nitty-gritty about who are the key influencers and which content hits the mark.” 16 © Jive confidential Jeffrey Murnan Lead Business Analyst | Employee & Customer Collaboration GE Healthcare @JeffMurnan
    • 17. Download the Business Guide to Social Success eBook

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