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2 Posts authored by: Carrie Gilbert

Back at JiveWorld 12, I facilitated a mini-session about all the things we often ask of our advocates in a community. The intent of the conversation was to explore the ways these different "roles within a role" may affect our advocate recruitment and motivation approaches, since it is all too easy to think of advocates as a one-size-fits-all collective in our community planning efforts.


A mere 8 months later, I've managed to capture the outcomes of that session—and added some thoughts on a few other roles too, to hopefully make it almost worth the wait. In the spirit of the collaborative conversation that inspired this post in the first place, please chime in with your comments below! I'd love to hear how you've seen these roles (and others) play out in your communities and what you've done to support and empower them.


See you back in Vegas in October for JiveWorld 13!





Who are they?


  • Helpful—frequently assist others
  • Patient
  • Good communicators
  • Involved in the broader initiative—know the details
  • Trusted
  • Technically savvy
  • Subject matter experts
  • Love to learn
  • May be in learning-focused roles such as Training or support roles such as Exec Assistants
  • Walk through features and benefits with peers 1:1


What do they need from you?


  • Train the trainer materials: scripts, handouts, etc.
  • Documentation to ensure consistency
  • Permission/support to go "off script"
  • Ongoing communication and recognition: Emphasize how much they are helping others and how the community is benefiting as a result
  • Vision and context—they need to "get it"
  • Enabling technology to assist others remotely: WebEx, Skype, etc.
  • Opportunity to be viewed as leaders/intrinsic rewards

Model Citizenstophat.png


Who are they?


  • Role models
  • Set the tone and model social norms within the community
  • "Cool kids"/thought leaders, well respected by peers
  • Group owners and community managers
  • "People like me"—diverse population so everyone can find a role model


What do they need from you?


  • Give them specific things to do: e.g., respond to posts from leadership, resuscitate key conversations, etc.
  • Training on both how and why to leverage the community
  • Use-case-specific examples and inspiration/success stories




Who are they?


  • Guerrilla marketer, cheerleader
  • Spread the word to colleagues
  • Help paint the vision for skeptics
  • Feed others' passion
  • Passionate about social collaboration
  • Frequent, savvy users of other social tools


What do they need from you?


  • Tools to help spread the word: Leave-behinds, slideware/handouts, swag
  • Key messages (help them articulate key benefits)
  • Freedom to get the word out in their own way via their existing networks
  • Positive reinforcement and inspiration: Give them a reason to believe their energy is going toward a worthy cause
  • Social outlet with their fellow advocates to feed off each others' energy

Worker Beesconstruction.png


Who are they?


  • Early adopters
  • Eager to help
  • "Street team" of volunteers to help get community ready for launch and keep it lively over time
  • Help seed/migrate content
  • Document favorite features (help create training content)
  • Answer others' questions (and/or route to appropriate SME)


What do they need from you?


  • Specific task lists of straight-forward, relatively quick items
  • Deadlines
  • A few open-ended tasks so they can get creative if they want to
  • Opportunities to inform future community projects/foster a sense of ownership

If you've had the opportunity to participate in a Jive strategy session, chances are you've seen this image before. It's intended to illustrate how different roles require different amounts of training:

  • Light-weight, on-demand assistance for individual community members to get them started in the right direction and help them solve any issues that may arise
  • Role-specific guidance for specialized roles, like your advocates, to help them better understand what's expected of them and what "model behavior" looks like
  • Extensive hands-on sessions for anyone who will be spending a lot of time configuring permissions, setting up spaces, and otherwise actively managing the communitytraining levels.png

As you approach the bottom of the pyramid, it's often easier to recognize that those who will be spending significant time setting up the community or running it on a day-to-day basis require a more formal training approach. But providing your community members with the right level of information to help them adopt Jive more effectively can be tricky: you can't expect them to invest too much time or energy in learning a new (often optional) tool, but without some initial explanation, they may struggle with key concepts. To make it a bit easier for you to bring your newest members up to speed on key Jive concepts, the Jive Training team has created the Jive Training Video Library. This collection of 10 brief videos (each around 2–3 minutes or less) explains basic concepts like streams, the Jive inbox, following, and content creation.

>> Check out the videos here: Your users can access the videos directly here in the Jive Community.

But to make it even easier for people to access them right where they need them most—from within your community—we will also soon be unveiling the new Jive Training App. The beta release of this app will allow your community members to access the latest training videos (including additional titles as they become available) via a Jive app, where they can:

  • Track which videos they've watched
  • Post questions or comments on each video
  • Share videos with their peers
  • Quickly link to videos from other content


UPDATE JANUARY 2014: Unfortunately, the training app is no longer being actively developed or maintained. Thank you all so much for your interest! If you are a Jive customer and would like to download our 10 training videos to post locally within your community, you can do so here: Jive training videos download. Please note you will need to be a member of the The specified item was not found. group to access that link.

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