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"How do we know when the implementation is successful?"


Establishing enterprise-wide social platform metrics against another organization’s metrics is not an accurate formula for measuring success to any single other implementation and only serves to establish unreliable expectations/results in the early adoption phase.

This also applies to similar and/or same industry organization’s implementations. Too many variables exist within each implementation rendering little to no comparison value to another. Measurement of successful metrics depends upon the individual organization’s population, nature of work, objectives, missions, and use cases.

This is the nature of social enterprise.


If there is an absolute demand or need to create enterprise-wide metrics early in an implementation, then the questions to ask include what is relevant or achievable for the organization given the variables of population, nature of work, objectives, and missions. Use cases—more often than not—will provide these answers.

Why Use Case metrics matter over enterprise-wide metrics

Meaningful metrics are best measured at the use case level. Who, what, why, where, and how is any specific group, business unit, program, initiative, etc. performing against itself according to the implementation's specific goals, behavioral changes, and objectives.

If those numbers can be established and are met at the use case level, the organizational-level metrics will be what they will be and the community will be healthy, vibrant and value-driven.

When Use Cases are not enough

When the need for the creation of enterprise metrics arises early on in the implementation, and use cases are not mature enough to provide sufficient data, the need for comparison arises. What follows are a sampling of variables to consider to achieve an aggregate of factors that most closely represent your implementation’s metrics :

    • Are these other companies using Jive or some other platform? SP? Yammer? Drupal? home-grown?
    • Did they replace Yammer, Sharepoint or some other Enterprise Social platform?
    • How many employees? Is this organization-wide, departmental level, program level or an ad-hoc implementation?
    • Did these others do Big Bang or phased rollout?
    • How long and big was their Pilot?
    • How long have they been in Production?
    • Where are these companies on the adoption maturity model?
    • What is their geographic profile (local, national, international....). Are employees in a single location or 80% virtual?
    • What is their user demographics - knowledge, skills, occupation and age of the employees?
    • Did they do a big mobile push?
    • Did they do a big Office/Outlook/Sharepoint push?
    • Do they use the Apps Marketplace?
    • What Apps are they integrated with?
    • What other system integrations? Salesforce? HRIS? home-grown?
    • What's their level of customizations or use of APIs
    • Did they replace their entire Intranet? Corporate Wiki? Corporate blog? or was this a parallel effort?
    • Are they B2C, B2B, manufacturing, IT, agriculture, financial, or Oil/Gas? Are they Union or regulated organizations?
    • Do they have a dedicated staff running their install? or is this an ad-hoc initiative?
    • How knowledgeable is their implementation staff?
    • Did they use professional Consultants? Or did they do the implementations on their own and have to learn the hard way?
    • How big is their Community Management team? Ambassador group? Champions group?
    • What is there governance for T&C? Posting content? Creating Groups?
    • Do they have Groups disabled? or Have to go through an approval process?
    • Are they mostly Spaces or Groups?
    • Did they have the highest level of sponsorship? or did this bubble up from below?
    • What authentication methods are available? LDAP? SSO? Dual-Factor? ICAM?
    • Can employees access it outside the network? on-network only? VPN? Citrix?


Until each of these variables above (and many others) can be weighted and normalized to match the specific environment, user population, objectives, and use cases of an organization establishing enterprise-wide metrics based on any other implementation simply does not offer meaningful value.

What do you measure?

There's one simple metric goal: 100% of total users registered, participating, and contributing. Anything less is a false sense of accomplishment or a perceived failure. Since that’s not realistic, what are the metrics relevant to the behavior that is being measured?

    • What’s your use case?
    • Who's your population?
    • What actions and behaviors do you expect?
    • What are the goals and objectives?

Measure against these variables, maximize the data points that are meaningful, and improve those that are not performing to expectation.

The organizational metrics will follow.

Examples: How to define metrics of success

An organization that has chosen a platform for certain types of communications might have low enterprise adoption metrics. However, 97% of the expected communications are being shared by the platform, otherwise they use other communication methods; another organization might be using the tool for specific programs where communities of practice cycle in and out. Their platform-wide metrics might show a comparatively low enterprise adoption because their model is to serve a specific program need at a specific point in time; therefore, the platform serves the intended purpose. Overall metrics might be seen as low, but during the cohorts and specific to that cohort, the participation is 75% and contributing is 60%.

Two scenarios, their metrics, and measuring success:

  1. Registered users are 75% of total and participating is 35% and contributing is 15%?
    • High volume, but low overall activity?
  2. Registered users are 35% of total and participating is 80% and contributing is 60%?
    • Low volume, but high overall activity?

Turns out:

  1. Has a 20% remote staff and the enterprise goal is for those users to interact with each other, not necessarily with the home office where 80% of the population resides.
  2. Is focused on Product Development only; it's open to the rest of the organization, but not being rolled out to them yet.


Take another scenario:

The platform is open to the entire organization of 15,000 employees and 10,000 of them are front-line employees with less than 10% of their available time to do non-frontline activities (administrative tasks, answering emails, filing reports, tending to other business) and 2,500 of those workers are registered with 75% participating and 50% contributing. The remaining 5,000 are knowledge workers with 2,500 registered and 50% participating and 25% contributing.

Is that an organizational success or failure?

Now say the front-line workers are mobile only and knowledge workers can be either mobile or desktop. What then? What if the frontline rollout was only 6 months old and knowledge workers was 18 months old?

Is there opportunity to pick up the remaining users? Yes, but what are the use cases that have not worked and what are potential new use cases that will attract them?



"How do we know when the implementation is successful?"

Since the request for this comes early in an implementation and is from high-level stakeholders, not giving numbers is not an option.

The world’s best boss demands numbers. There are plenty of resources out there that state what total, registered, participating, contributing “should” be.

When deciding upon metrics for early stage implementation, be sure to include an asterisk and take advantage of the opportunity to educate. Teach the audience what is important and tie it back to the stated goals and business drivers. Take the opportunity to share and talk through the differences. "Want to know why that engagement is better? Here are some ideas...". Adoption metrics could exceed any stated goal, but if it’s all chatter and not what matters …what’s the business value?

Adoption is critical, but without business value, it's not the only measure of success.


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Imagine a darkened theater at JiveWorld. Main stage is in front of you and the entire room is empty. You're sitting and waiting for the dress rehearsals to get started when someone walks up and sits next to you and sighs. That's how I met Jessica Maxson of Bluegreen Vacations. Waiting for the dress rehearsals to start, we talked about how exhausted we were from all of the JiveWorld events and how it would be nice to just sit and relax for a while. We even created out own term for what we ended up doing while waiting: relaxatalking. It was nice. You should try it sometime.


Let's get on with Jessica's interview!


How I Work - Jessica image.jpg


Libby: Where do you work?

Jessica: I work for Bluegreen Vacations. Bluegreen, founded in 1966, is a leader in the vacation ownership industry with over 175,000 owners and more than 60 Bluegreen resorts in over 40 vacation destinations across the U.S. and Caribbean. Our common goal as team of 5,100 associates is to share happiness with our guests, owners, fellow associates and communities. We are headquartered in sunny Boca Raton, FL - you can't beat it!


Libby: How would you describe your current job?

Jessica: Quite happily, I wear two major hats at Bluegreen - Marketing Manager and Internal Community Manager. As the Marketing Manager of Bluegreen's Retail Marketing department, I support the marketing, advertising and point-of-sale materials and elements for the department's 600+ associates in over 91 sales locations across the country. Most everyone in the Jive Customer Community is no stranger to the wildly diverse day-to-day of an Internal Community Manager - I take great pride in my role and feel very fortunate to be a part of something so special within Bluegreen.


Libby: How do you use Jive?

Jessica: We use Jive specifically for our Retail Marketing department of over 600 associates. Since our sales teams are so scattered across the country, pre-Jive they worked in very siloed environments. Moreover, 80% of our sales associates don't have company email addresses so there was really no way to communicate with them in a real-time way. With our Jive community now, we focus on sales enablement, motivating for sales, knowledge support, training and better communication overall. Since launching our community in January 2014, we have seen our adoption rate hang out at around 80% (I won't be fully satisfied until we hit 100%) - it has truly shown us that our department was craving access to each other and information to work better.


Libby: And you won the Jive Engaging Employees Award at JiveWorld14 (see Announcing the 2014 Jive Award Winners!). Congratulations! How does that feel?

Jessica: Beyond proud! As a team, we accomplished an incredible feat this year - creating a space for our sales associates across the country to connect, communicate and collaborate with their colleagues was a significant concept for our department. Together, we have found new and better ways to work and accomplish more - it has been an amazing journey so far, I can't wait to see what happens next!



Libby: Are you familiar with the Jive WorkTypes? If so, what was your WorkType?

Jessica: Real talk, I nerded out over the WorkTypes - I can never get enough of learning about how myself and others work, behave and think. I am a proud Optimizer/Producer - as someone who is quite the stickler for structure (I weirdly love rules) and efficiency (procrastination is not my jam), I think those WorkTypes suit me perfectly.


Libby: How do you think your WorkType plays into how you get work done in Jive?

Jessica: In an internal community of sales associates who are likely mostly Explorers and Energizers, I'm most definitely outnumbered. I like to think that I help balance out our team's overall WorkType. Being given the opportunity to create structure for new department challenges and opportunities and help the sales teams to accomplish impressive goals delights me to no end.


Libby: Did your team have a chance to take the WorkType Finder quiz? Have you all talked about your results?

Jessica: Some results have started trickling in, but I'm determined to brainstorm a strategy for our entire community to learn from the WorkType styles. Being able to understand how we work and how our fellow associates work can only help us to work better together.


Libby: What was your favorite part of attending JiveWorld this year?

Jessica: I can only assume that's like asking me to pick a favorite child - impossible. More than anything, I appreciate the conversations that everyone is able to participate in - whether it be an official breakout session, an off-hand conversation, attending keynotes, regional dinners - these communication opportunities with each other are priceless in terms of knowledge-sharing (and relaxatalking!). Being a part of JiveWorld this year breathed new life into me.


Libby: Do you use a Mac or PC (or something else)?

Jessica: Much to the chagrin of many, I'm a happy PC user (desktop at the office and laptop at home). I've been told by countless die-hard Apple fans that I'm going to Apple hell.

Libby: Haha! I'm told that all the time as well.


Libby: How about your mobile device?

Jessica: My sentencing to Apple hell most always gets upgraded to Apple purgatory once those Apple fans learn that I own an iPhone 5S.

The structure of the folders and apps appeals to me.



Libby: Pick one word that best describes how you work:

Jessica: Organizationally-effective.


Libby: Besides Jive, what apps/software/tools can't you live without?

Jessica: On a daily basis, I use apps that keep me efficient - the Bank of America app that allows me to deposit a check in between meetings, the Starbucks app which allows me to flash my phone to pay rather than hunt for my elusive wallet in my purse and the Calendars5 app which beautifully aggregates my numerous calendars and schedules into one place - these are all apps that I just would not want to be without.


Libby: Do you have a favorite non-computer gadget?

Jessica: It's a toss-up between my KitchenAid Mixer and my stove (which is really an appliance, so I guess the mixer wins). I find myself at peace when I'm cooking - preparing meals for my friends and family gives me a lot of joy. On second thought, my electric wine bottle opener trumps the mixer and the stove!


Libby: How do you stay organized? What's your favorite to-do list manager?

Jessica: I write everything down - electronically or in my Moleskine. I have four lists at any given moment - strategy goals, daily projects, delegated projects and Microsoft Outlook tasks. Crossing things off a list makes me smile big time.


Libby: What you surround yourself with is important, what's your workspace like?

Jessica: I am the complete opposite of a hoarder, my desk is spotless as all office supplies, desk accessories, pens, etc have their place in drawers. I do, however, allow myself to indulge in some fun tchotchkes above the desk cabinets! Having a tidy workspace allows me the mental freedom to work smarter.



Libby: What do you listen to while you work?

Jessica: My Pandora stations vary from Billy Joel to Disney to Pitbull, what I jam out to depends on the mood of the day! I also love this great one-man-band from Croatia - his song makes you get up and boogie.


Libby: What's your best time-saving trick?

Jessica: I may sound crazy, but I turn off all notifications on my phone (except for actual phone calls and text messages). Not seeing those glaring red circles on apps every few seconds permits my brain to focus on work or whatever is at hand. I have truly seen my time free up for more work (or even relaxation!) after turning off app notifications.


Libby: How do you balance work and life?

Jessica: Coincidentally, I just read a fascinating article about work-life balance. Not your typical article about daily balance, but more a law of averages. This is what I try to do myself - work my tush off to get work done (no matter the hours), then truly appreciate the weekend and turn off work.  Prioritization, delegation and allowing yourself kudos for even the small things are a huge part of creating a smart work-life balance. I'm definitely no expert, but I try every day.


Libby: What's your sleep routine like?

Jessica: Sleep and I have a love/hate relationship. We've been seeing our counselor, Melatonin, for quite some time and are starting to come to a peaceful middle ground.


Libby: Are you more of an introvert or an extrovert?

Jessica: Ambivert. Introversion and extroversion have to do with how we recharge our brains, so I'm a bit of both. I tend to recharge after long conferences by spending time alone, but sometimes also find myself needing time around people.


Libby: What's the best advice you've ever received (and from whom)?

Jessica: 'Always do your best.' My amazing parents, Leo and Dolores, have always said that to me since I can remember. All they have ever asked of me is to do my best as a person with regard to family, friends, school, business and life in general. I hold those words very near and dear each day.


Libby: Fill in the blank. I'd love to see _______ answer these same questions.

Jessica: czurcher - I met her at JiveWorld this year and I think she has amazing insights not only on business, but life as well.

My great thanks to Jessica Maxson for her responses to this interview!


Cross-posting to : WorkType(TM)

Just in case you thought there would be a lack of fun after JiveWorld, I can reassure you that fun is indeed a corporate value at Jive and we plan to keep it coming!


To brighten up your Monday morning, I have a special treat for you. is a VP in Jive's engineering department. When he's not working to make Jive more amazing, he's sharpening his secret superhero powers as a fabulous poet and up-and-coming rapper.


Jared tells us why he came up with this poem, "The next time I'm at a cocktail party and someone asks me what is Jive?, I'm going to tell them this."


Makes perfect sense to me.


Watch Jared's passionate rendition of his Jive Cocktail Poem:

Living Jive

Posted by elisa.steele Nov 4, 2014

It seems like just yesterday we were together at JiveWorld. It was the high point of my time at Jive to meet so many of you and engage in meaningful discussions about our collective journey to help the world work better together.


When we developed the communications plan for today’s leadership evolution announcement, you our Jive Community were at the top of our priority list. We announced that Tony Zingale is retiring as CEO of Jive and taking on a new role as Executive Chairman. We also announced that I am assuming the role of President at Jive, and am working together with Bill Lanfri, who has served on Jive’s board for over 6 years, in the newly formed Office of the CEO.


I want to share some context on these changes and answer questions you may have. After all, it is because of you and our hard-working Jivers that we enjoy a leadership position in a dynamic and growing market.


Although I joined Jive just under a year ago, I feel like I have worked for Jive for much longer! Many of you know that I was an early customer in 2007 and I was instantly hooked. Years later, I find myself at Jive with great passion and motivation to drive the business forward. I have worked very closely with Tony since I joined and he's been a great mentor and boss. Tony is an incredibly impactful leader whose competitiveness, vision and ability to connect with people have helped Jive become the market-changing company it is today. I am very pleased that I am continuing to work with him in his expanded role as Executive Chairman.


We are on a journey to help the world work better together, and you are an invaluable success factor in that mission. I am confident that the changes at Jive will help us accomplish – and hopefully exceed – our goals. You may be wondering how these changes will impact you. It is important for you to understand that Jive’s vision remains the same – to enable the world to do great work. We are going to continue delivering the same winning experiences as always, growing our ~1,000-strong customer base and 30M user base and moving forward with our intense focus on mutual success. We’ve just announced solid Q3 results and saw a record amount of new business coming from the cloud. Wall Street is expecting us to close $175M+ in revenue this year and we’ve already closed three-quarters of a billion dollars in business since we started Jive. We are on a trajectory and are driving hard to continue enabling the world to connect, communicate and collaborate.


I want to thank you again for your business and participation in the community. I so enjoy connecting with you in the various forums we have throughout the year – here in the Jive Community, in our user groups, at JiveWorld, at our Partner Summit and through our Champions and Executive Advisory Board sessions.


If you have comments or questions, please share them here in the community or contact me directly:


I had the great pleasure of meeting cbeck for the first time at JiveWorld14 after she won the Jive Workstyle Award! In case you missed the big news, you can check it out here: Announcing the 2014 Jive Award Winners!


Let's get on with the interview!


Libby: Where do you work?

Crystalee: I work at MarketStar, a subsidiary of Omnicom. We do outsourced sales and marketing for some of the world's biggest brands. As a global company with offices in many locations, we are headquartered in the charming mountain town of Ogden, Utah, 40 minutes north of Salt Lake City.


LT: How would you describe your current job?

Crystalee: I'm MarketStar's (first ever!) Social Community Manager and oversee our Jive-powered social intranets, MarketStar Connect and Connect with Create. Like any community manager, I keep several plates spinning at all times. I consult with departments and executives on engagement strategies, drive content for our home page, coordinate our Steering Committee, guide the vision for our product road map, host our monthly Team Champ trainings; basically, managing and supporting all things Connect. Internal communication intrigues me – I love the power of connecting people through strategic, FUN engagement. (Perhaps it’s the student government girl in me coming out?) A wordsmith at heart, I serve as the editor of our internal magazine, and get to be part of some really neat committees.

How I Work - Crystalee Small image.jpg


Libby: And you won the Jive Workstyle Award at JiveWorld14! Congratulations! How does that feel?

Crystalee: Incredible! The highlight of my community management experience thus far, it felt surreal to be on Main Stage at JiveWorld, participate in the "human collaboration machine" and receive the award on behalf of MarketStar. I can't claim the award alone - it belongs to our whole community, and I'm thankful for those who took the time to vote for our video. A special thank you to ultra-creative p.siddoway who filmed and painstakingly edited our video entry and my supportive boss, who encouraged us to enter the Workstyle contest in the first place.

Libby: Are you familiar with the Jive WorkTypes? If so, what was your WorkType? 

Crystalee: Yes, I took the WorkType quiz at JiveWorld the first day, and proudly wore my ENERGIZER tag throughout the conference.

LT: How do you think your WorkType plays into how you get work done in Jive?

Crystalee: As described in the quiz results, Energizers are the "go-to people for achieving the impossible." I think this reflects two areas that matter a lot to me professionally: getting things done and uniting people for a cause. Nothing happens without a catalyst and I like to think I stir the pot for our community.

LT: Did your team have a chance to take the WorkType Finder quiz? Have you all talked about your results?

Crystalee: Those who attended JiveWorld took the quiz, and we had a few Explorers in our midst, which accurately reflects their idea-hashing talents.


LT: What was your favorite part of attending JiveWorld this year?

Crystalee: What wasn't to love about JiveWorld 2014!? Well, I do have one recommendation for the development team: Perhaps the all-knowing JiveWorld app could include a cloning machine? Then I could have attended more sessions simultaneously, spent time with the running and yoga groups at the same time (instead of one day of each), and had the omnipresent ability to meet every single attendee. Also, while I raved on Twitter about the OK GO concert, Syyn Labs' wicked cool video presentations, and soon-to-be-released updates from Jive, the best part of the JiveWorld really is the amazing people. I gain so much from interacting with other community-minded professionals. It's inspiring to see how passionate and creative others are with their communities. It energizes me, and renews my desire to improve our company's communities.


LT: So how do you use Jive at work (internal community, external community, etc.)?

Crystalee: Both! We have internal communities (two of them, with almost 3,000 employees between them), and a Connect+ product, which our clients use. For Connect+, we’ve partnered with Jive to create a really compelling way for brands to connect (pun intended) with sales associates through trainings, gamification, and more. Our Connect+ platform also helps partners drive sales. (Readers: Let me know if you’re interested in learning more and I’ll get you in touch with our award-winning Connect+ team.)


LT: What's your computer deal... Do you use a Mac or PC (or something else)?

Crystalee: While I love the sleekness of Apple, I’m quite dedicated to an Android ecosystem. Irony: I'm holding a Mac in my profile picture. It's not mine.


LT: How about your mobile device?

Crystalee: Despite my interest in technology and communication, I’m not an early adopter, and don’t mind user older editions. I use a Samsung Galaxy S3. Works for me!


LT: Pick one word that best describes how you work:

Crystalee: Hummingbird-esque: I find myself flitting between many things.



   Hummingbirds are tiny acrobatic geniuses. Go Crystalee!


LT: Besides Jive, what apps/software/tools can't you live without?

Crystalee: Like amccuen in a previous interview, I’m quite dependent on my Outlook email for work. I’m also a bit obsessed with the Snipping Tool, which I use every day to capture/share happenings on MarketStar Connect.


In my personal life, I love and rely on the Mint app. It’s free financial software from Intuit. To me, Mint gamifies saving and spending by keeping track and spitting out personalized spending reports. I make it a game to keep our “total assets” number as high as possible. (My husband laughs at how I’ll get excited if I have dollar bills to spend, because “Mint won’t know” I spent them.)


LT: Do you have a favorite non-computer gadget?

Crystalee: Besides my smartphone? Eh…not really. #NewMom: I’m now living a life of “baby gadgets.”


Crystalee with baby_lores.jpg

   What a cute little Jiver-in-training!


LT: Congrats on your baby! As a new mom, I know it can be challenging, so how do you stay organized? What's your favorite to-do list manager?

Crystalee: I’ll admit it: I’m quite old school when it comes to time management. I’ve tried a few different “task trackers,” but always end up going back to my basics. I write out 10 “Goals of the Week” on Mondays, which include my bigger items to accomplish. Then I have detail-focused lists for each day. I physically write them out, and find more satisfaction in manually crossing things off than deleting them from a document.


LT: What you surround yourself with is important, what's your workspace like?

Crystalee: Ever since being a flight attendant, I’ve kept a large map at my desk. It used to be a United States map, as I would plot out my next state to see. When I made it to all 50 states at age 25, I upgraded to a world map. I’m an adventuring soul, and this way it feels the whole world is (literally) within my reach. I keep books (especially my AP Style Guide) at arm’s length, and hang up company awards and mementos I’m proud of – like the “Grand Opening Day” poster for MarketStar Connect from last summer. Of course, my baby girl has a nice framed picture, and my husband gets a shout out in our heart-studded wedding photo (don't laugh!)


Crystalee Beck_Comm Mgr_edit.jpg

   See Crystalee in action at her desk in MarketStar's WorkStyle video: Workstyle Award Entry: MarketStar


LT: What do you listen to while you work?

Crystalee: I get a kick out of listening to my co-workers chatterings. Right next to me are some of the smartest (and most pop culture savvy) people I’ve met. Whether it’s debating a Star Wars movie, or discussing the importance of Legos, I’m constantly being educated by proximity. My most-oft-visited Pandora station: “Film Score Radio.” I concentrate best with epic instrumental themes, sans the distraction of lyrics.


LT: What's your best time-saving trick?

Crystalee: I lead a walkable life, living a mere four blocks from my office. I know not everyone can do that, but I give myself back an hour (or more) every day by skipping a long commute. Trick to share? I could kiss the person who invented the Crock Pot! Set it and forget it, baby, and make enough to have a couple lunches during the work week.


LT: How do you balance work and life?

Crystalee: Isn’t that the constant question? Aren’t we all figuring that one out? I’m a new mom, with a crawling eight-month-old. (Watch out, world!) Since she’s my new priority, I do my best to really leave work at work. Sometimes I leave the office later than planned, but I make an effort to keep my weekends and evening dedicated to family time.


Crystalee for facebook.PNG


LT: What's your sleep routine like?

Crystalee: Well, now that little lady sleeps so consistently through the night (can I get a hallelujah!?), I’m fortunate to get a good 7-8 hours a night. Generally go to bed about 10:30 p.m. and wake up about 6:30 a.m. to workout.


LT: Are you more of an introvert or an extrovert?

Crystalee: Extrovert. I was voted “Friendliest” of my high school senior class, and still get a serious kick out of meeting new people. While I love our online community, face-to-face time really can’t be duplicated  – if you’re reading this and going to JiveWorld, say hello!


LT: What's the best advice you've ever received (and from whom)?

Crystalee: “Enjoy it while it lasts.” I wrote a blog post about how a mentor of mine at MarketStar said this to me, just when I needed to hear it. When I truly live that phrase, and focus on the positives, I’m happy. After all, I’ll never pass by this way again, and want to leave a helpful wake in my path. Thank you for having me, Libby!


Crystalee, it was my pleasure!

My great thanks to cbeck  for her responses to this interview!

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