Headshift worked with a UK-based telecommunications service provider, part of the world’s second-largest mobile phone group, to increase the adoption and engagement levels of their internal online community.
The community, based on the Jive SBS platform, was aimed at the company’s international digital teams, to increase work collaboration across markets, cross-pollinate best practices, and keep marketers and social media professionals informed of new thinking and developments, as well as foster mutual learning, in a fast-changing digital working environment.
Following a period of usability and workflow review, which resulted in various enhancements to the out-of-the-box Jive user experience, we put in place a dedicated community manager who worked daily to execute on the comprehensive community management programme created as a key component of the adoption strategy. The programme consisted of running an internal advocate outreach programme aimed at fostering ‘super users’, creating and curating highly relevant content and keeping community members up to date with the latest developments.
We also ran quarterly cross-market best practice competitions to encourage sharing of knowledge across operating units. Driving community vitality through competitive dynamics constituted a crucial part of the programme’s success. Headshift co-designed with the client a number of visual reporting templates to track and showcase performance of individual markets and communities of practice. We also created custom-made widgets to celebrate high-volume contributing users and their achievements.
During the community management programme, we saw a considerable increase in membership and usage and, more importantly, in user engagement metrics, contributing to the organisation’s overall business objective of sharing best practices across markets and keeping its employees informed, connected and networked at low cost.