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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