Chatter Best Practices
Tips and Tricks to Get Started Quick 'n Easy
Agenda
Rollout Experiences– Belkin
– Freeman
– Plantronics
Chatter Rollout Checklist
Q&A
Heather Peterson
Application Engineer
Global Leader in Connectivity Solutions• United Kingdom• Netherlands• Australia• India• Hong Kong
Founded in 1983
Award Winning Innovations• Networking• Mobile & Laptop Accessories• Energy Conservation
Best in Class Solutions• KVM Switches• LCD Rack Consoles• USB• Cables
5 Year Customer
324 Users, Globally• Sales
• Accounting
• Product Management
• Marketing
• IT
Supports 20+ Business Processes
15+ Custom Objects/Tools
Salesforce.com @ BELKIN
Chatter Pilot Participant
Why Chatter?
Major Communication Barriers!
Visible/Centralized Collaboration
Employee Engagement !!!!!!!
Plan It!We have definitely learned from our past mistakes
Lay out a realistic launch plan and set goals
Establish reasonable expectations of use case
Have a simple training
Have a funnel for and listen to feedback/ideas
Don’t forget - follow through with your users
Market It!Spread the word and get your users and company EXCITED!
Brief your Execs!!!
What is social networking? …not
everyone is a social media junkie!!
What is Chatter? How does it differ?
“What’s in it for me/us”?!?
…it’s coming!!!
Be It!“Practice what you preach…”
EXECUTIVES – Start Chattering!!
Keep It Moving!Every train needs a conductor.
Keep Your Users Engaged
Repetition is Habit - “Chatter Me!”
Where is Belkin with Chatter now?
50% consistent Chatter adoption in the
USA
Increasing awareness and adoption,
globally
5 active “Chatter Groups”
…to sum it all up
Plan It!
Market It!
Be It!
Keep It Moving!
Have Fun with It!
Kevin Richardson
CRM Manager
Who is FreemanThe industry’s leading provider of integrated services for face-to-face
marketing and brand building events. We produce more than 4,300
expositions and 11,000 corporate/special events annually
– Salesforce Customer since 2004
– 875 User
– Active on Chatter since September 7, 2010
Collaboration Challenges
Divisional silos Traveling user baseSocial technology
Learning Curve
Tip #1: Plan the Work, Work the Plan
Success = AdoptionCreate the Project Plan Define Success Metrics
Educate & Train Key Leaders – multi-sensory
See - Show them how Chatter changes collaboration
Email thread vs. Chatter Collaboration
Touch – Setup Chatter in a developer/sandbox org and allow
your leaders to try it out
Feel - Connect them to other customers using Chatter
Tip #2: Engage Execs – Show Not Tell
Tip #3: Prepare the Field
Include executives – Let them talk up Chatter for you
Show examples of how Chatter is
More effective
More efficient
More fun
Promote Chatter – written & multi-media
Explain the guidelines (Chattiquete)
Tip #4: Prepare the App
Pre-populate groups with users based on divisions, teams, roles
Create a FAQ group and pre-populate all users
Feed Tracking (what to track and when)
Prepare 1st day posts from several key leaders/executives
Tip #5: Report Early, Report Often
Share stats regularly
First day stats
First week stats
Ongoing monthly stats
Rebekah Bretz
Business Analyst
Who is Plantronics
Plantronics, Inc. founded in 1962
1st Headset on the Moon
We Enable Collaboration
Salesforce.com Customer Since 1997
450+ Users
Using All Modules
Steering Committee
Why Do We Need Chatter
Global Account Manager need more collaboration with
their Global Teams
Cross Regional Communication
Reduce Emails
Real Time Communication
Don’t Just Turn It On
Communicate
Give Your Users Reasons To Use Chatter
Explain The Benefits
Start Early
Stay Focused
What Not To Do
Know Your Audience
Evaluated User Base
Understand Your Users Needs And Wants
Business Case Documentation
Understand Users Abilities
Don’t be Afraid to Re-LaunchIncrease User Adoption
Global Team Collaboration– Increase in collaboration
Cross Regional Communication– Sharing knowledge
Reduce Emails– Created specific groups
Real Time Communication– Aggregate communications
Tips & Tricks
Don’t just turn it on
Communicate
Don’t Be Afraid to Re-launch
Know your audience!
Chatter Rollout Checklist
Start With a Communication Pain Point
Know Your Audience
Create a Plan
Get Upper Management Involved
Market It
Create a Feedback Loop
Visit the Salesforce Chatter: Getting Started Site
Salesforce Chatter: Getting Started Site
Helpful Links
Walk-through on how to pre-populate Chatter Groups
Web Analytics tool for tracking usage
Chatter Exchange for all Chatter related App Exchange applications
Chatter Combo Pack – Includes all our most popular
free Chatter extensions
Q&A
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