Jive Clearspace Best#2598 C8

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Jive Clearspace Best#2598 C8

  1. 1. As the leading provider of online community solutions, we at Jive Software have our fingers on the pulse of what’s happening with new developments in Web technology and usage. Our observations led us to create Clearspace, a phenomenal team collaboration solution that will revolutionize the way your company does business. In this document, we explain the latest Web trends and technologies, and how Clearspace integrates them into a single solution for use inside the enterprise. We also offer best practices for using Clearspace’s next-generation Web-based capabilities to your business advantage. Finally, we provide guidelines for organizing your content, encouraging user participation, gaining executive buy-in, addressing some likely challenges, and demonstrating a return on your investment. Content Type: Blogs ..............................................................5 Content Type: Discussions ....................................................6 Content Type: Collaborative Documents ...............................7 Content Type: Profiles ...........................................................8 Understanding the User Types ..............................................8 Selecting Permissions to Assign to Users and Groups .........9 Leverage Existing User Authentication Systems ...................9 RSS Feeds and Email Notifications ....................................10 Getting Executive Buy-in .....................................................12 Encouraging Participation ...................................................12 In Closing ............................................................................13
  2. 2. Instant messaging and online presence that allow you to communicate immediately with someone Right under your nose, as you’ve been sifting through because you can see that they are online. mountains of email, struggling to find information on a shared drive, and googling the Internet for information, a revolution has been quietly taking place. A revolution that is fundamentally changing the way we use the Web. This revolution has turned the Web into a place where you Even before Andrew McAfee, Associate Professor at the ask questions and get answers in online communities, Harvard Business School, coined the term “Enterprise collaborate on projects, subscribe to news and information 2.0” in the spring of 2006, we at Jive Software recognized you need, and express opinions. In this new Web, you the tremendous potential that these Enterprise 2.0 tools can also share your knowledge with the world, find others had for the business environment. The potential to create with similar interests or expertise, see online presence a central repository for the collective intelligence of an information and communicate with others instantly in real enterprise, and to create it in such a way that information time. The Web has become a place where the individual could be retrieved. The potential to identify subject matter actually has a voice and can participate. Collectively, these experts within the enterprise. The potential to make team tools define the second generation of the Web known collaboration far more efficient and, quite honestly, fun. as Web 2.0, where Web 1.0 was the traditional web site A way to transform the way businesses do business and homepage—a one-way street where individuals or by taking advantage of the collective intelligence of all corporations posted information, and web users could employees in the enterprise. only review the material. In contrast, Web 2.0 tools and capabilities include collaboration technologies such as: Many Jive customers have used our discussion forums Blogs, where you can express ideas and and classic knowledge base tools for internal business opinions—from product development schedules collaboration purposes. Such practical application of to what you considered during product design these tools within the business further supported our to ideas for a new marketing campaign—and for assumptions about their potential. These customers others to provide feedback on those thoughts. asked us to build a product that integrated the Web 2.0 technologies described above, while simultaneously Forums, an online community where you can ask providing the security, scalability, reliability and control questions and get answers from other community mechanisms required for modern business practices. We members about anything from how to change listened. Clearspace combines blogs, wikis, forums, RSS, an investment allocation in your 401K plan to and tagging capabilities with additional innovative features installing Oracle’s latest database on the RedHat into a thoughtfully designed team collaboration solution Linux operating system. for the business environment—one that understands your company’s most important asset, employees, and their Wikis, an online space where you can collective knowledge. collaboratively author content with others, giving credit to contributors and keeping track of versions The following sections further discuss these tools in the as the content evolves. context of best practices and approaches that enable you RSS feeds that allow you to determine what to work, communicate, and collaborate with others more content you receive based on your needs and effectively. With that in mind, the first question to address interests, and how you receive it—via email, in is organizing your content in the system. your personalized browser page, or within the company’s main intranet or Web page. Tagging, the phenomenon of associating keywords with Web content so that you and others who use similar descriptive language can find or later retrieve the content. Tagging is classification by the user, and not by a formal taxonomist. 1
  3. 3. We designed Clearspace to be as flexible as possible so that you could determine the best way to set up your online community. To organize your content you need to understand the content hierarchy: space > sub-space > tag group. You can have deeper sub-spaces with tag The hierarchy terms “space” and “sub-space” provide a groups—the depth of your sub-spaces depends on how structure for the content based on logical divisions within many logical divisions you need. the organization. Users upload, create, and tag content within these areas. In contrast, tag groups dynamically When planning your spaces think about the reasons group that content based on a set of defined tags. This users will come to the online community and the way in dynamic categorization of content is especially useful which your organization is structured by functional area, because logical divisions of content often emerge over project, or topic. Each space and sub-space can have time as users add content. different sets of user permissions, so you can control user access and capabilities at each level. You can also When you create or upload content within a specific space, expose portions of the space to external partners using that content cannot be shared with or tagged within other Clearspace’s powerful and secure permissioning system. spaces. This same content sharing and tagging construct We will describe permissions in greater detail later in this applies to sub-spaces. Because tagging and tag groups document. are so critical to retrieving and dynamically categorizing information, be extremely deliberate when creating your Typically an internal community is organized by functional space, sub-space, and structure. Make sure you do not area. You could set up spaces and tag groups to mirror accidentally wall off or silo content in a space or sub- these areas. For example: space that actually needs to be shared with and tagged within other areas. Creating the ideal space structure Marketing (space) may take some time; fortunately, Clearspace’s powerful Marketing Communications (sub-space) search capabilities still ensure that you can find relevant information. We recommend the following approaches when planning your content structure: Product Management (sub-space) Use a space to group multiple concepts or functional areas. The example above creates spaces based on business divisions or departments. Sales (space) Avoid creating too many sub-spaces. As mentioned Channel Sales (sub-space) above, you lose one of the main benefits of tagging— dynamic categorization of data related to a particular topic—when you wall off or silo content. Business Development (sub-space) Create a more general hierarchy to start with. Once you launch your space, its users will show you how they want and need data categorized based on tags. Direct Sales (sub-space) Start with more general topics. General topics make it easier to manage your content as your tags and tag groups expand and divide over time. Human Resources (space) Benefits (sub-space)
  4. 4. Use tags in the following ways to get the most from this capability: In the previous section, we discussed tagging and tag groups in the context of setting up your space. This section Use tags to find similar or related content. Referring provides additional insight into and best practices for using to the above example, find additional content related to tagging and tag groups. In Clearspace, content authors can organizational goals by examining all the tags people tag their content with words or terms to categorize where associated with the strategic plan document. Most likely, that content displays within the system and to help users you will find other terms that relate to the concept of locate that content in future searches. In some respects, organizational goals. In this case, the tags company_goals tags function much like keywords do in other knowledge and long_range_planning appear relevant. By clicking on management systems; however, one of the primary failings either tag, you would likely find the type of content you of old-school knowledge management conventions is were looking for. that information becomes siloed and difficult to find. The effective use of tags allows you to overcome this issue Use tag groups to dynamically group content related because content is automatically categorized by community to a discrete topic. In the above example, if you wanted members with the terms they use to describe the content. to find all content related to overall company plans, an In addition, content can reside in different logical groups administrator could create a tag group called Company using tag groups. Although Clearspace provides extensive Planning and specify the following tags for the group: search capabilities, we recommend tagging all content to focus_areas, strategic_plan, goals, objectives, long_range_ greatly enhance information retrieval. planning, company_goals. Now any documents, blog posts, or discussions tagged with any of these words would be In Clearspace you can add tags to individual blog threads, listed by simply selecting that tag group. discussion threads, and documents. Any time a user adds a tag, that tag word is added to Clearspace’s complete Use the Popular Tags list to quickly tag content. tags list. Clearspace displays the most frequently used Clearspace displays this list on each space and sub-space tags in a “tag cloud” called “Popular Tags,” with the tags page, as well as at the bottom of the page when you are that are assigned to more content having a larger font and editing content. To tag content when editing or creating it, located near the front of the list. When you click a tag from click any appropriate tags in the list of Popular Tags that the Popular Tags list or the complete Tags list, Clearspace appears just beneath the Tags editable text box. then generates a collection of any content within the space tagged with that word. Use the tag clouds from the Popular Tags list and the Tags list to quickly locate groups of related content. For example, if a strategic planning team co-authors the Select a single tag within a tag cloud to display a collection organization’s strategic plan, each contributor would add of content associated with that tag. The larger font size of the tags that best describe the document. One person popular tags in a tag cloud is a useful way to see concepts could associate the tags strategic_plan and focus_areas. and terms that have been democratically “voted” on by the Another could associate the tags strategic_plan, goals, community. and objectives. And a third could associate the tags long_range_planning and company_goals. All terms would Develop an enterprise vocabulary. This actually happens be added to the tag list, so any user could click any of the automatically as Clearspace identifies popular tags. You associated tags from either the complete tag list or Popular can easily pick out the tags that are most used by their font Tags list, to display a list of content that would include the size in a tag cloud: the larger the font, the more content strategic plan document. associated with that tag. As employees review and access content from the Popular Tags list, they discover what the majority of employees call something, and an enterprise vocabulary tends to emerge.
  5. 5. Clearspace provides four main types of content that you A blog, or Web log, is essentially an online journal. People use blogs to document almost any topic imaginable, can include in any space: blogs, collaborative documents, including their opinions, plans, product reviews, and vision threaded discussions and profiles. In the following sections for the future. People can read blog posts, comment on we describe each content type and discuss how you can them, and even link to them from within their own blogs leverage the unique characteristics of each to work more with a “trackback.” Blogs are often free to create and effectively. use, and typically provide templates in which people can easily post text, images, audio, and even video. Blogs remove the barrier of having to know how to create a Web page to be able post to the Web. As a result, blogs have become extremely popular over the past four or five years. As users add content, the differences between Your Clearspace administrator manages blogs with user a blog, a discussion, and a document become permissions, enabling all or just a subset of your users to important as guides for choosing the best format. have personal blogs. Your administrator can also set up Use the following as a guide to understanding what space-level or team blogs, which allow multiple users to characterizes each. contribute to a single blog within a space. Blog Post In Clearspace, a blog is an online place to provide information or express opinions. Unlike discussions or documents, blogs are visible across communities; several spaces can subscribe to a specific individual’s or group’s blog. Use a discussion as a forum to ask questions and receive answers. For example, a Human Resources (HR) manager could use the Discussion area to prompt a discussion among other HR employees by asking the question, “How Discussion should we structure our job-sharing policy?” Responses from the other HR employees help the HR manager develop a draft policy. At that point the HR manager could post the main points of the draft policy in a blog and pay attention to employee comments to see if they would support the policy. Businesses use blogs to communicate with the public and Wiki Document to communicate internally. Although this section focuses on internal blog use, public-facing blogs serve several important purposes: To bridge the gap between customer and company by letting the customer feel that their views and input are important and help influence company decisions. To foster innovation for the company through input from customers passionate about that company’s products or services. To increase search engine rankings due to the volumes of fresh content containing keywords and links from other blogs or sites—all key factors in search engine algorithms. 4
  6. 6. Within the organization, blogs serve a very different led successful marketing campaigns, or generally retain purpose—chief among them is to capture and maintain knowledge in their heads critical to the organization’s valuable employee knowledge and thought processes. competitive advantage. If these employees leave the Employees use blogs to post information, comment company, their knowledge leaves with them. Encourage on posts, and access those interactions from a single these employees to blog so that their knowledge is always place. If your administrator provides you the appropriate available from the central repository. permissions, you can quickly set up a personal blog through your profile. You can access an alphabetical list If you decide to have public-facing blogs we recommend of all blogs in your space by clicking spaces from the the following: navigation menu at the top, and then selecting Blogs. Alternatively, open a user’s profile and click their personal Choose a good company representative. A corporate blog, or open a team blog from within a space. To post to blogger should be somebody who is a good writer, is your personal blog, click the New > Blog Post from the knowledgeable about the company or the topic being menu at the top of the page or post directly from your blogged about, and has a little charisma. A sense of humor profile. is almost always a good thing for a blog, but above all, be real. Before setting up a personal or team blog in Clearspace, Post regularly. Many blog fans check their favorite blogs determine what you hope to achieve through its use— daily. At a minimum, Debbie Weil, author of The Corporate perhaps even use your blog to share your thoughts. The Blogging Book, recommends that you post at least twice a following list provides some possible benefits and ideas for week. If you don’t have a single employee who has time to using blogs to reap those benefits. blog regularly, consider forming a blogging team to share Reduce email use/abuse. Use your blog instead of email the responsibility, or even consider hiring a writer/editor to to post information and receive feedback. Send an initial serve as your corporate blogger. email to employees you want to read the post, include a link to the post, and request that all further communication Respond to customer comments quickly. Make sure occurs within the blog. Blogs help users locate information customers know someone is paying attention to what they more easily because the communication occurs in a single say by responding to their comments quickly. Also reward linear thread, not in multiple email threads. them for providing feedback. Send them company hats, t- shirts, or even coupons for a product discount. Manage project communications. Conduct project communications via a team blog—post progress reports, issues encountered, and links to relevant information. Add Forums, called “discussions” in Clearspace, provide a tags to blog entries to enable users to easily retrieve the medium in which you can post questions and receive business processes and knowledge captured by the team answers from other users. Discussions enable you to blog. overcome the handicap inherent to static knowledge resources—running into a dead end when search results Tag blog entries for better information retrieval. Add don’t answer your question or deliver relevant content. tags to blog posts to make information highly retrievable With discussions, when a traditional search fails to deliver from Clearspace. Later in this document, we discuss tags the information you need, you can post your question to more fully, and how they can be best used in Clearspace. the broader community. Unlike blogs, discussions support multiple, or branched, threads as people respond to Moderate blogs with a light touch. Establish general comments on the original question. To start a Clearspace blogging guidelines and post them, along with your blogging policy, but then back away and let employees discussion, click New > Discussion from the top menu. blog and comment. If someone posts or comments inappropriately, deal with the employee directly, Use discussions in the following ways to get the most from quickly, and perhaps even visibly, and then remove the this feature. unacceptable content. A swift and visible response clarifies your company’s position on such behavior. Find answers to questions. For example, if a sales person needs feedback on how to demo a specific product Encourage members of your braintrust to blog. Each feature, he could post a question to the Sales team: “Has organization has a few people who have been with the anybody developed a good approach to demonstrating organization the longest, developed the most patents,
  7. 7. feature X to clients?” As sales team members respond, a rich discussion develops with ideas useful to all sales team members. Without a doubt, today’s most popular collaborative Reduce email use/abuse. Companies often use email to document site, or wiki, is Wikipedia (www.wikipedia.org), ask questions of larger groups of people, many of whom the online encyclopedia authored by anyone who wants have no need to be on the email. In addition, emails to contribute to it. According to Wikipedia’s December generate multiple threads with duplicate information due to 18, 2006, entry, a wiki is “a type of Web site that allows reply-to-all and email forwarding features. With Clearspace the visitors to easily add, remove, and otherwise edit discussions, a question and all responses reside in one content.” In addition to content such as text, wiki entries place. often include links to related articles, blog entries, and references. Because wikis support multiple authors Assess content usefulness. Clearspace includes a and editors, popular views and new terminology tend to feature that allows the person who posted the question emerge. Because of their flexibility, wikis can also quickly to mark a response as “Helpful” or “Correct.” Encourage become confusing. Wikis traditionally have very little in the employees to use this feature because it helps others way of content or structure permissions control. It is not quickly locate the valuable responses within a discussion unusual for the structure of wikis to become inconsistent thread. In addition, employees receive points when their and finding relevant information becomes difficult. Because responses are marked as Helpful or Correct, and these of these challenges, Clearspace was designed to allow points give them status within the community through organizations to control the structure and workflow of Clearspace status levels. information deliberately, making it a more productive and safe collaborative solution. Convert discussions into documents. Because employees use discussion to work through questions, Clearspace provides two ways for people to collaborate on issues, share ideas, and provide information, discussions documentation: File-based and Collaborative (wiki style). capture important organizational knowledge. When combined with reader comments and further author File-based Content Collaboration is the traditional responses, blogs form the basis for an information-filled document management system in which you check out a paper. For example, if customers flood a customer service file (any file type, not just text-based) edit it locally on your department with complaints about a defective product, a computer, and then upload the edited version to the file customer service representative could use discussions management system. The system automatically creates a to collaborate with colleagues to successfully resolve the new version of the file, but provides access to all previous issue. When additional representatives comment with versions. In Clearspace, to add a new file to the system’s what worked for them and someone turns the discussion central repository select New > Document from the menu thread into a document and edits it, the customer service at the top, select Upload File as the Document Type, click department has an internal best practices document for the Create New Document button, browse to it on your handling the issue and an external article their clients computer, and then click Publish. can use. Adding these converted threaded discussions to FAQs and the organization’s knowledge base ensures that Collaborative Documents (wiki-style) in Clearspace are information and knowledge is used and reused effectively text-based documents created, edited, and stored within throughout an organization. Clearspace. In the long run, collaborative documents may be best for co-authoring text-based documents because Tag, tag, tag. In Clearspace, leverage the power of authors can’t forget to upload their changed versions, as tagging to maximize search by encouraging users to tag they can with file-based documents. all discussions they initiate and any documents they create from threaded discussions. With both types of documents, Clearspace ensures that users can’t overwrite each others’ edits; when a Moderate in moderation. Because discussions, like blogs, user checks out a file for editing, the file locks out other are internal, we recommend that you inform employees contributors until the user editing it checks it in. of the corporate guidelines and policies for discussions. Avoid moderating a post unless it is clearly out of line. When employees know that you trust them, they rarely disappoint you. If anything, moderation should only amount to suggestions that help people stay on topic.
  8. 8. when a document has multiple stakeholders, and each Clearspace makes wiki-style authoring ideal for the wants to ensure that the document includes specific business environment by including features that support information or viewpoints. the natural workflow found when multiple people are required to contribute to, review, and approve documents Tag document entries. Request that employees tag before publishing. Although users can upload files other documents or files they create, upload, edit, or review. than documents, you will primarily use these workflow Impress upon them that tagging allows them to retrieve features with text-based documents. Both file-based and documents more easily. collaborative documents support these workflow features. Upload existing content to the central repository. Add Collaborators. When a user creates or uploads a file, Before you had Clearspace, your organization stored its the first decision they make is whether or not the document content on shared drives and on various employee local will be co-authored, needs reviewers, or must be approved drives. Once you launch Clearspace, ask employees before publishing. Clearspace documents allow the to upload all valuable documents from their computer original “Creator” of the document to add collaborators— into the central repository, and then consider assigning Authors, Reviewers, and Approvers—to their document. individuals to upload material from shared drives and other Authors can edit the document, Reviewers can read it backup sources. Set aside time for employees to upload and provide feedback, and Approvers must all sign off documents so they don’t feel that they’re taking time away on the document before it can be published publicly. The from more pressing work. ability to add collaborators depends on whether or not the administrator has left this feature open to all users. Rate documents to help indicate which are most In most organizations, the authority to author and decide valuable. Encourage users to use Clearspace’s rating what information gets published, or deemed “approved” system to assign a value of one to five stars to indicate a by the organization, is limited to specific individuals. In document’s usefulness. Clearspace averages these ratings Clearspace, the administrator creates permissions for and associates it with the document to help viewers quickly Communities and assigns rules on who can author and determine if other employees considered a document approve documents. valuable. Use Feedback Mechanisms. As collaborators on a document edit and review the document, they can In large organizations, locating experts can be difficult. provide feedback, explain what they changed, or initiate Employees can be in different buildings, states, or discussions in the Author Discussion area below the even countries. The sheer number of employees can document. Once the author receives necessary approvals make finding subject matter experts all but impossible. and publishes the document, they can receive further Clearspace user profiles, along with user status levels and feedback from additional readers via the Document document ratings, assist employees in locating the experts Comments area, also found just below the document. within their organization. Review Versions with Track Changes. Clearspace saves each version of a document so that authors can compare Take advantage of Clearspace user profiles in the following any two versions to see what was changed. If necessary, ways to locate organization experts. an author can revert to an earlier version. Review user status levels and content ratings/ assessments. Understand which users provide the most In addition to using the collaborative authoring workflow valuable content by looking at the discussion author’s features included in Clearspace, you should consider assessment of other collaborator’s posts as either “Helpful” applying the following best practices and approaches. or “Correct.” In Clearspace users accumulate points for how much they participate and the how valuable their Co-author papers. Clearspace documents are ideal for contributions are. These points help determine their status co-authoring when individuals are responsible for portions level in the system. Glance at an employee’s user status of a document. For example, if a team is applying for a level to see if the broader community considers that person grant, create a basic outline with placeholder headers, to be a valuable contributor. add collaborators as authors, and request that co-authors develop individual sections such as the background, objectives, plan, and budget. Co-authoring is also useful
  9. 9. Include additional fields in user profiles. Administrators with a guest or to allow anonymous access. Anyone can increase the ability to accurately search for experts permissions are a blanket set of permissions for anyone by adding fields to the default set of fields in user profiles. who visits. Think hard about what you want people to be These fields can be required or optional, and may be able to do anonymously, but weigh that against the need to presented as a pick list or in an editable text box. For engage people to encourage them to participate. example, if someone wants to locate a patent lawyer within their organization, include Title as a user profile field to A Registered User is someone who has entered your online allow users to search for employees with a title of Lawyer community’s required registration information. Registered or Patent Lawyer. Users permissions are globally assigned permissions you give to anyone who registers. Participants must be Include contact information in profiles. Ask employees registered in order to participate in threaded discussions. to include location and phone contact information so that those who want to communicate with individuals in person Although you can assign a registered user permissions or on the phone have quick access to necessary contact as an individual, forming user groups and assigning information within Clearspace. permissions to groups saves time because you can add and remove permissions to multiple users simultaneously. Recognize who does the work. As a manager, view user status levels and the actual content your employees Determine the user groups you’ll need before launching the contribute to gauge which employees are adding the most space. For example, group users according to employee value to the organization. job function or department. User and Group permissions can be assigned on a space or sub-space basis. Identify who is online and available for communication. Clearspace shows you who is online and available by looking at the online status icon of their user profile. You can also see the entire list, in alphabetical order, of all employees who are online by visiting the People area of Clearspace provides the following capabilities for users and your spaces dropdown list, and clicking the “Who’s Online” groups. You can assign all or any of these permissions to tab. your users and groups: Like our Jive Forums online community solution, Clearspace provides extensive control over user and content permissions. Your Clearspace administrator will use the Clearspace Administration Console to set up permissions. While your administrator may determine permissions, it’s more likely that a team of individuals responsible for managing your Clearspace implementation will discuss user types and permissions while developing the space’s content structure. Once the content structure, types of users, and content and user permissions have been determined, the administrator can implement those permissions through the Administration Console. Clearspace ships with two default user types that cannot be deleted: Anyone and Registered Users. Once a user registers, they can be assigned permissions as a User or How Jive Clearspace Applies Permissions as part of a Group. Anyone, Registered, User, and Group Clearspace permissions are applied when a user accesses are the main types of Clearspace users. content. First, the application examines the global user permissions—the permissions the user has within the An Anyone user is simply anyone who visits the online entire Clearspace instance. Then it applies any group community. This user type is designed to be associated
  10. 10. permissions that the user belongs to. After applying those “user” permissions, it applies content permissions at the following levels: Space (Called Global in the Administrator Guide). Specify the permissions you want all users to have when they log into your space and access space content. Add these permissions to users or groups at the sub-space levels. Sub-space. When the user accesses content, the system checks the user’s space permissions to see if they have been modified from the original space- level permissions. If so, when the user access content in that space or related sub-spaces, the space permissions override the space permissions. For example, in a Marketing Department space all users may have space permissions that allow them to view and post content in the general community, but only those Product Managers with the appropriate permissions may be able to author and approve content, such as brochures and pricing information, that can be accessed by the sales organization. If you have an existing user authentication system and/or an LDAP Directory, integrate these systems with your Clearspace application to offer members log-in convenience and save administrative time managing user permissions. Single Sign-on (SSO) Integration. Many web sites require visitors to authenticate themselves before they can access site content. By integrating with a Single Sign-on (SSO) system, users log in one time to authenticate and access web site content and the online community. We make the integration process simple, using the Auth Token and Auth Factory libraries. If you lack in-house expertise to do this integration, our experienced Professional Services staff can help. LDAP/Active Directory Integration. Avoid manual entry of user and permissions data by integrating your existing LDAP user database with your online community membership database. Refer to our Administrator’s Guide for more information.
  11. 11. report the post exceeds an administrator-specified number. The post is put into a moderation queue, and must receive We’ve discussed moderating content earlier in the moderator approval before it can be placed back into the document, indicating that moderation is typically a thread. lesser concern with internal Clearspace use. However, Clearspace includes comprehensive auto-moderation features that you may choose to configure to ward off user Clearspace provides additional features that will help you abuse or improper posts. We discuss those features, as further optimize the value of your implementation. You well as provide some recommendations in this section. can take advantage of RSS feeds, modify the appearance of your Clearspace instance, tie in Web services Develop Your Usage Policy. Design a usage policy with Clearspace profile data, and access Clearspace to ward off abuse or inadvertent posts that are not documents through traditional file-based systems. We appropriate for the community. Early warning can make discuss these features and others next. a big difference, and can prevent your members from having a negative experience. Make the consequences for unacceptable behavior clear. Derek Powazek, author of Design for Community, recommends that you include a Really Simple Syndication, or RSS, allows you to feed statement to the effect of: “We retain the right to remove constantly updated Web content, including blog posts, content or deny individuals access anytime we feel it is discussion threads, or news feeds, into a variety of necessary.” Some ideas for possible policy statements to places, such as a specific location within your web page include are: or a personal feed reader such as MyYahoo or Google Homepage. While email is a passive way to receive No profanity. information, RSS lets you determine what you want to Treat others with respect. receive. For example, the National Association for Public Health Information Technology (NAPHIT) wanted to post Stay on topic. information about public health IT and electronic medical records into its main www.naphit.org page. They identified Use filters and interceptors. A filter dynamically formats that iHealthbeat.org aggregated important health IT message content before it posts to the space, while an information and provided an RSS feed of that information. interceptor, based on specific criteria, accepts, modifies, The NAPHIT web site manager simply inserted a snippet of or rejects an entire incoming message before it enters code in the NAPHIT main web page that essentially said, the space. Filters and interceptors can be applied to “Take content from the iHealthBeat.org site that has the discussions, document comments, and blog comments. following keywords—public health IT and electronic medical Because you cannot apply filters or interceptors to records—and place the links to the resulting articles at this documents and blog posts, make sure that you are location in my web site.” Now anytime iHealthbeat updates comfortable with the employees you allow to author those their content, NAPHIT automatically receives updated links types of content when setting permissions. When you to relevant content on the main NAPHIT page. don’t want any part of a post or comment with an offending Once you understand the power of RSS to provide the word to enter the space before an action is taken, use an business-critical information you need, you will take interceptor instead of a filter. advantage of this easy-to-implement functionality. Until then, Clearspace provides email notifications to send you Apply a profanity filter. This filter automatically detects an email any time new content is posted to a blog thread, words in the profanity list and replaces them with ***. blog, discussion, or document that interests you. Subscribe Use the list of common profanity terms from our site as a to the notification from within the specific content that starting point, and then conduct a team-building exercise interests you by clicking Receive Email Notifications in the at the local watering hole to augment this list. The profanity Actions area. filter is the most commonly used filter, and is one we recommend that you use. Encourage employees to report abuse. The Report Abuse feature gives your users the ability to help police the community by allowing them to report an offensive post to the moderator. A reported post can automatically be taken out of the thread when the number of users that
  12. 12. expose content with your Web site or other Web-based These best practices help you get the most from applications. For example, if you want to show Clearspace Clearspace’s RSS and Email Notification capabilities. user profile information in an existing human resources application, use a Web service in the human resources Find out when new content is added or modified. Set application code to let the human resources application up RSS feeds from Clearspace to your personal RSS search for a person in Clearspace’s user profile, grab reader or subscribe to email notifications for blog threads, the relevant data, and display it in the human resources project team blogs, discussion, or documents of interest application. or importance to you. RSS feeds allow you to further filter the information by specifying the keywords that must be associated with the content for you to receive them. WebDAV lets users access Clearspace documents in Use Clearspace’s shortcut for RSS feeds. Clearspace read-only format from the actual drive where the content makes it easy for you to post to most of the popular RSS is stored. Users simply navigate to it using their familiar feed readers on the web, including MyYahoo! and Google file navigation system. Accessing content this way may be Reader. Click the orange RSS feed icon next to content convenient when a user wishes to attach a document to that interests you to open a list of common RSS feed an email or doesn’t want to log into Clearspace to read a readers or personalized homepage services. Select the document. To set up a WebDAV connection, you establish feed reader that you use to open a page in which you can a server connection to the server that houses your add the Clearspace RSS feed. Clearspace content. Files are stored in folders that parallel the structure of your communities and sub-communities. Use RSS feeds to pull users into Clearspace. Because not everyone will immediately turn to Clearspace to access If you have a number of users who need to interact with content and collaborate, draw them in by posting RSS Clearspace via email, you might want to enable the Email feeds of the latest to blog posts and discussions on the Reply feature. Clearspace allows users to post messages corporate intranet. by replying to notification emails they’ve subscribed to. All they need to do is reply directly to the email and their Clearspace themes allow you to customize the appearance reply is posted directly in Clearspace as if they’d logged in of your Clearspace interface. Include your company logo, from their browser. Any files attached to their reply become colors, font, navigation, and layout. Employees are more attachments of the resulting content. Email Response is likely to work in Clearspace if it feels like an extension a popular feature for management, sales or professional of your web site or intranet. Refer to the Administrator’s services personnel who travel extensively and use PDAs to Guide for more information on customizing your online stay connected. community’s appearance. Above all, employees should easily be able to locate content, respond to it, connect with Polls are an effective and easy-to-use way to get other employees, and perform any activities in your team measurable feedback from your community. If you have collaboration solution effortlessly. the appropriate permissions, set up your poll with single or multiple responses, specify when it should begin and end Search for content using Clearspace’s comprehensive and which individuals or groups can participate. search capabilities. You can search for content by entering key search terms in the Search text box. Further refine the When you have a message you want to broadcast to users search by limiting it to a specific space, content type, or of a specific space, but don’t require responses, use the length of time since post. You can also search user profiles Announcement feature in Clearspace. Announcements, and filter on fields. Make sure you add fields to user profiles like blogs and discussions are a great substitute for group so that users can more easily locate experts. emails. Use Web Services capability in Clearspace to integrate existing applications with Clearspace. Clearspace includes a number of Web service-enabled objects. The SOAP- based Web Services provided in Clearspace provides the ability to easily enable space functionality and
  13. 13. equivalent encyclopedia content showed that Wikipedia had a higher degree of accurate information. In other words, collaborative authoring works. In addition, tagging enables content to be found again and again. Clearspace Before you launch Clearspace, you’ll need to overcome also scales to handle plenty of users and content—from a couple of challenges—getting executive buy-in and three users to three million. Overwhelming the system is a convincing employees to adopt its use. This section tells non-issue. you how to address and overcome some of the challenges you’ll encounter in launching your Clearspace instance. Alex Barnett, a Microsoft employee and frequent blogger about wikis, online communities, and blogs, brings up an Executives hold the purse strings and also need to back important rule for these collaborative spaces. He says that changes in the system for them to succeed. It’s critical “personal value must precede network value” for people to that they understand how Clearspace can improve the participate. In other words, there has to be a good answer business. At a minimum, hand them this document so that to the question, “What’s in it for me?” This is especially true they can understand how they can benefit from online team for employees accustomed to the status quo of email and collaboration. disparate file storage systems. While employees mostly recognize that these systems have their problems, change Tell them who’s using Enterprise 2.0 solutions. Let feels threatening. You have to make them want to use the them know that as of December 14, 2006, 43 of the system. Here are some ways to advance adoption. Fortune 500 had launched Enterprise 2.0 solutions (from: http://www.blogbusinesssummit.com/fortune500/index. Show executive buy-in and support. Have one or php?title=Main_Page), up from just 24 in March 2006 more executive level individuals blog. Just as external (from: http://www.socialtext.net/bizblogs/index.cgi). If the blogging fosters a connection between a company and Fortune 500 companies are increasingly adopting these its customers, hearing directly and regularly from the solutions, they’re at least worth investigating. CEO, with the option to comment on that person’s blog, can make an employee feel like a valued and trusted Show a Return on Investment (ROI). Once you’ve organization member. If you don’t have an executive level launched Clearspace, you need to prove that it has been individual who is a good blogger, consider who within your worth the initial investment. Some ways to measure ROI company is high profile and charismatic enough in a blog include: format to get the enthusiasm rolling. Identify Clearspace evangelists in your organization. Determine which employees can help you champion using Clearspace. Likely candidates are employees who already use these tools in their personal life or who have been informally using external blogs, forums, and wikis to help manage their projects. Encourage them to blog regularly, Debunk the Myth that Success Might Overwhelm the post questions to a forum, and lead others through System. Another frequently raised concern is that if the collaborating on documents in Clearspace. Make sure they system succeeds through massive user participation, the have the time to do this, so that using and evangelizing result could be an unmanageable volume of content. As Clearspace is as much a priority as any of their other it turns out, the more people participate in these systems, responsibilities. the higher quality the content it produces, and the more apparent it is which content and people are most valuable Reward good contributors. Use status levels and within the system. Wikipedia is a prime example. Anyone accumulated points to locate and determine who your best in the world is free to contribute it, yet users respect it as contributors are. Active community members care deeply a place for legitimate knowledge to be written, edited, and about their status within the community—a fact that most shared. Wikipedia produces some of the most in-depth companies greatly underestimate. The 80/20 rule applies discussions on terms and topics available; in fact, one to communities: 80 percent of the content and participation study that compared accuracy of Wikipedia content to will be driven by 20 percent of your employees. By
  14. 14. rewarding and recognizing contributors, you greatly Set up a discussion area for feedback. Make sure increase your community’s success. employees have the opportunity to express what they like and don’t like about using Clearspace, and make sure you Our status and reward system is driven by several respond to them when a response is warranted. variables, including a sophisticated Q&A Workflow feature in discussions and a configurable set of reward points for Develop a set of usage guidelines and a corporate contributing documents, blogs, and discussion comments. policy for using Clearspace. Part of what makes blogs, Your administrator can set the number of points rewarded forums, and online collaboration succeed in the workplace for these actions as your organization deems appropriate. is an environment of mutual trust and respect laterally, from top to bottom, and from bottom to top. Typically, a set Status levels give members prominence in the community of guidelines that says “play nice,” is sufficient, though it and help members discern what content is likely to be more may be useful to remind employees that all the policies for useful than others. We recommend structuring your status email, print, and other mediums for communication apply levels so that you can easily add new levels as members equally to the company blogosphere, online community, accumulate more and more points. and collaborative document areas. As mentioned earlier, though, if someone does not play nice, respond quickly and Organizations that have successfully implemented the firmly to make sure employees understand that this type of reward and status features recommend implementing behavior will not be tolerated. additional perks for star contributors. For example: We hope that you’ve learned enough from this document to launch your Clearspace community. At Jive Software, we’ve been using Clearspace to speed up product development, capture corporate knowledge, and help turn out a solution that marks a major milestone–not just our product offerings, but in how we do business. We hope you’ll experience many of the benefits we know are possible, and we invite Publicize Clearspace content using RSS feeds and you to tell us about your experiences using Clearspace so email. Make sure employees know about new content that we can constantly improve it. Our community is your posted to Clearspace by including RSS feeds of new blog community, and we always have an open door policy for posts, discussions, or wiki entries on your organization’s feedback. Click the Submit Product Feedback link at the intranet. Email distribution of content is also a very bottom of any page in Clearspace to let us know what you effective means of viralizing use. Community participants think. can respond to email notifications and have the content of those responses posted directly into the appropriate document comment or discussion thread. Transition employees to Clearspace gently. Provide employees the option to navigate and work from something that feels more like Web 1.0—left hand navigation links in Clearspace that show people, projects, and departments may be appreciated initially. Send emails with links to newly posted content in Clearspace to draw them in and slowly raise their comfort level with this new way of working. Make it safe to contribute. Ask management to decrease their visibility so employees aren’t worried that every post they make could cost them their job, or at least their window view. Andrew McAfee suggests that you allow people to contribute to wikis anonymously, as you might find that some employees are nervous about being open to criticism by their peers and upper management.

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