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

1. 6 PILLARS OF SOCIAL
SUCCESS
DEIRDRE WALSH, SR. MANAGER OF SOCIAL
STRATEGY

2. Strong Community Support Infrastructure
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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
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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.”
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© 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.”
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© 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.”
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© 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.”
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© 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.”
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© Jive confidential
Jeffrey Murnan
Lead Business Analyst |
Employee & Customer
Collaboration
GE Healthcare
@JeffMurnan

17. Download the Business Guide
to Social Success eBook