Driving Adoption and Engagement: A Fortune 50 Healthcare Company Success Story

Consultant and community manager Meghan Connor has been working as an interim community manager at a Fortune 50 healthcare company for the last nine months. In her role, Meghan works directly with the organization's enterprise communications team to provide daily support on all community initiatives while driving employee engagement and new member adoption. 

 

Place Refresh: Moving from Widgets to Tiles

Back in 2013, when the healthcare provider first launched their Jive Hosted 5.0 instance, they utilized overview pages and widgets to organize and display content. In April 2014, Social Edge worked with the organization to upgrade their instance to Jive Cloud, so they could benefit from the software's quarterly cloud updates and enhancements. In Jive's recent releases, they have been focusing on making enhancements to tiles, the mobile-friendly equivalent of widgets. The healthcare provider was looking to refresh their community experience, replacing the outdated widgets used throughout their groups and spaces with tiles. Meghan led the organization's change management initiative to optimize and refresh their existing places in the community, working with over twenty group and space administrators on each conversion.

 

In doing so, Meghan held one-on-one sessions with each administrator where she would gather information on the purpose of their place, use cases and content strategy before creating wireframes that met each of their needs. After reviewing and iterating on the wireframes, once a final layout was approved, she would then make the changes overnight so community members would see the refreshed updates upon logging in the next morning. 

 

Driving Adoption and Engagement

Along with working with the community's group and space administrators, Meghan also spearheaded an initiative to drive member engagement across the community. Meghan developed a series of blog posts with tips and tricks on how to use the community, which were shared with users on a weekly basis. This blog series started as a campaign in the summer of 2016 with the objective being to create short, easy to read tips that could be digested in three minutes or less. The tips range from updating your profile to creating custom streams to category and tagging best practices. 

 

After receiving overwhelmingly positive feedback from community members, the campaign was extended and became a weekly feature in the community. Meghan managed the editorial calendar, making sure to include a range of topics that would be helpful for people new to the community as well as the active power users in the organization. 

 

Member Education and Training

Facilitating weekly and monthly trainings are one of the most important tasks Meghan performs as an embedded community manager. Weekly training is focused around one specific topic that users are struggling to understand. Topics range from best practices around using specific tiles, understanding new features, and navigating the Jive Mobile app. When conducting these trainings, Meghan breaks down the topic by providing attendees with a brief demo as well as an open floor Q&A session to answer any specific questions they might have. The monthly training includes high-level overviews of Jive for new users and place administrators.

 

Both trainings have had great turnouts over the last few months. As members became more familiar with Jive and no longer needed the weekly sessions, Meghan recorded the trainings and posted them in the community so users could refer back to them as needed. Views on the training videos continue to increase so the company knows employees are benefiting from them. 

 

Meghan continues to work part-time with the healthcare provider by assisting on rolling out 2017 strategic goals.