jiveworld_sap_eb_edits7 (1)
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SAP's community network migrated to the Jive platform to improve members' experience by making the site more simple, advanced, and powerful. The migration process took over a year and faced challenges including retraining members, changing mindsset, migrating content, and technical installation issues. The launch was delayed by 3 months to ensure the best first impression. Lessons learned included considering outside perspectives, empowering advocates, building trust, flexibility, listening, and engaging stakeholders. Post-migration surveys showed improved engagement and satisfaction.
jiveworld_sap_eb_edits7 (1)
- 1. SAP and Jive: Unexpecting the Expected Gail Moody-Byrd, Sr. Director, SAP Marketing Digital, Social, Community Group
- 2. Oct 2012 The Journey Continues Feb 2011 Marketing Assessment June 2010 First IT Workshop May 2011 Migration Reality! June 2011 Campaign Planning Dec 2011 Launch Delay March 2012 Launch SAP Community Networks Journey with Jive
- 3. 1,200,000unique individual visitors each month 30,000new members per month 9,200active bloggers 3,000+discussion posts per day 375+discussion topics 272,000total contributors 230+countries & territories 450blogs per month 2,500,000+registered members
- 5. Strong Community, Highly Engaged But: Expectations changed with social networking. Members want personalization, connections, ease. Implication: Relaunch on next gen, fully-featured platform
- 6. The New Way: Jive SBS 5.0 and SAP Community Build a simple, advanced, powerful site Solutions People ResultsPurpose Innovations Ecosystem Join UsImagineHome Join Us
- 7. Page 7 From: Source of Information Platform upgrade presents opportunity: Improve the experience Transform brand promise To: Place to Co-create Value
- 8. Desired Outcomes Experience Members adopt new functionality to transform experience Growth Community grows as lurkers see signficant payoff from joining Engagement Members at all levels step up engagement as participation is easier
- 9. Human and Technical Retraining Reaching all types Changing minds Migrating content Installing 5.0 But, Migration Realities
- 10. Winning Hearts and Minds Campaign Imagine your world, simplified User testing Positioning & messaging Stakeholder Training Change management Advocate enrollment Getting Started materials
- 11. Our Messaging Framework A Unified View Integrated content on single platform Personalized Content Widgets serve relevant content Value Added Connections ≒Follow people, content, places Easy Publishing Create function simplifies
- 13. Blogs Testimonials Tip in a Minute Getting Started User Tests Advocates
- 14. I am hugely impressed with the stepwise consultative approach my client SAP is taking to managing its community interactions. The fact SAP is pinging me, a non-employee, as a stakeholder in the ecosystem platform is just excellent. SAP has brought its community along for the ride. . Heres to no drama. And heres to the new platform - James Govenor, MonkChips, Industry Influencer
- 15. The SAP Community Network What Youve Imagined is Here now. Experience the New Site.
- 17. December 2011 >>> March 2012 Why? Best first impression Executive decisions Honest, open, transparent
- 18. War Room Live Chat Anatomy of a Go-Live Launch Day: March 2012
- 19. "What I love about the new #SAP #SCN ->Easy Blogging, Usability, Social Aspects & Look/Feel" - Jarret Pazahanick "It was really SIMPLE to use, learn more ADVANCED things and get better our brain as POWERFUL" - Vasanth Sri "Great feedback about the New #SCN from peers , all excited to explore the site and am excited to answer their queries. Go for it folks." - Abhisek Patnaik "Been looking at new #SAP #SCN community network, looks worth the wait, much easier and visually smart" - John Kleeman
- 20. Lessons 1. Outside - In View 2. Advocates 3. Trust 4. Flexibility 5. Listen 6. Engage
- 21. The SAP Community Network Team BUILT a simple, advanced, powerful site! SCN.SAP.COM @gailmoody
- 22. Appendix
- 23. 息 2011 SAP AG. All rights reserved. 23Internal Jive World: SAP - Unexpecting the Expected Stage What is What could be What is What could be What is What could be The new bliss Evidence 2 mill members Loyal passionate Legendary External Mentors NPS 65 Quotes and videos BUT Dissatisfacti on Not easy Not social Jive SBS 5.0 New way Simple Advanced Powerful Millions to retrain Resistant to change Large % lurkers who will not hear message Millions of historical docs to migrate Jive 5.0 brand new 9 yrs history Comms plan Jive consultant Winning Hearts & minds Teaser video Tips in a min Testing Training Testimonials Delays Launch march 12 Honest open transparent Change management Not too positive Just wait Better because of beta feedback 7 months in NPS = 46 Personal story Timeline Feb 2011 May 2011 June 2011 Dec 2011 March 2012 Oct 2012
Editor's Notes
- #2: Gail to provide personal intro and quick agenda of what she will be discussing. Maybe include a quick 10 second overview of SAP (although everyone in the audience will likely have had some experience with SAP before)
- #3: This can serve as the agenda to give a high level overview of the story to keep the audience engaged SCN rich history Great engagement Not Web 2.0 Vision of SCN 2.0 Millions to retrain Migration to Jive Winning Hearts & Minds Testing Training Launch delay Transparent communication Change management Best possible launch Crowdsourcing feedback Grow engagement and Net Positive Score Set up for best in class
- #7: What could be
- #8: Green grass image vision image What could be
- #9: Gail to review copy What could be
- #10: What is
- #11: What is marketing campaign Fix bubbles Swap order of the campaign title and tag line
- #12: Put table in notes and just use the benefits on this slide; add visual background What could be
- #15: Dont think we need this slide
- #16: Campaign extension launch of site What is
- #18: Not too positive Change management beyond theory What is
- #19: Live Change Management Balance Positive/Negative Anatomy of a Go-Live
- #20: Gail to clean these up and add feedback about launch But dont take my word for it see what our members and influencers say about us Click the unique benefits are clear Click with differentiated value Click. Thousands of other members who talk about benefits to them and their companies Click and third-party experts who view our community your community as something special. - Make these fly in with different backgrounds pick a different background image