Get everyone on Chatter.

Chatter, like any social network, is better if more people are using it. That’s why we give every Salesforce customer unlimited free Chatter licenses. It doesn’t matter if you’re a small company with 50 employees or a large, global organisation with 500,000 employees. Chatter is free for everyone. There are hundreds of ways to use Chatter. See examples on how you can use it at your company.

 

Three ways you can maximise Chatter engagement.

Turn on Chatter
  • Add all employees to Chatter.

    Use the Data Loader to add all your employees to Chatter at once. To find the Data Loader, click Setup > Administration Setup >Data Management > Data Loader, then follow the instructions.

  • Add new users one at a time.

    If you want to add employees one at a time, click Setup > Administration Setup > Manage Users > Users > New User.

  • Turn on invitations.

    Turn on Chatter invitations to let employees invite coworkers to join them on Chatter for free. Invitations are limited to the domains you approve. To turn on invitations, click Setup > App Setup > Customise > Chatter > Manage Your Chatter Settings.

Turn on Chatter
 

Best practices for rollout.

Your strategy for rolling out Chatter will be as unique as your organisation. It could take anywhere from a few minutes to a few weeks depending on the number of users and their comfort with social media tools. Below we outline a sample Chatter rollout strategy for a mid-sized to large organisation. Use this plan as a starting point to design the right timeline and plan for your own Chatter rollout.

Turn on Chatter
  • Learn how to turn Chatter on.

    Spend a few minutes learning how to turn on Chatter (see section above) for your company, exploring the different setup options, and seeing how Salesforce will change — both visually and functionally — for your users.

  • Craft your message to management.

    It’s a good idea to educate and inform your executive sponsor(s) about Chatter, so they can help establish a Chatter culture and make sure your deployment is a smashing success.

  • Meet with key stakeholders.

    Set up a call or meeting with key Salesforce stakeholders to discuss the Chatter rollout and address any questions. This will ensure that the right people are on board and will help your deployment be more successful. You might even want to use Chatter to create a “Chatter” group, invite your executive sponsors and stakeholders to join, and post links to relevant materials to the group. This is a Chatter use case in itself!

  • Hold a Webinar for your users.

    Webinars are a great way to highlight what your company can do with Chatter. Include business use cases, do’s and don’ts, and examples of how other companies are using Chatter. Be sure to record your Webinar and make it available for playback on demand for anyone who misses the live event.
  • Activate Chatter for your company.

    Turn Chatter on for your organisation outside of business hours. Then send a communication to your users linking to Chatter resources and telling them where they can go for more information and help. If you created a Chatter group, invite everyone to the Chatter group so they start to understand how to use it.
  • Hold a Q&A session.

    Set up a live call or meeting where users can ask questions and share feedback or suggestions. This is also a great forum to share additional resources and showcase great examples of how your colleagues are using Chatter. Invite attendees to share their Chatter stories!

  • Highlight the ways your organisation is using Chatter.

    Showcasing your company’s own great Chatter examples is the perfect way to educate users and build momentum and excitement. Share Chatter stories via email, departmental or company-wide meetings, or any methods of communication that are popular in your company.

  • Take Chatter to the next level with free add-ons.

    On the AppExchange you can find lots of great add-ons that make Chatter an even more fun and productive tool. Check it out: You might discover apps that will take your Chatter usage to a whole new level.

 

Communicate to your company.

Before you launch Chatter, tell your employees and organisation that it's coming. Here are some different ways you can communicate about Chatter.

Chatter Etiquette
Chatter Etiquette
  • Define a clear value proposition.

    Explain through email, Webinars, or phone calls why Chatter is a game-changer for your organisation.

    Here’s an example:

    Chatter can help make Acme a more successful company and a more cohesive community by:

    • Breaking down silos across geographic and organisational boundaries.

    • Helping us seize cross-sell and up-sell opportunities with global accounts.

    • Providing leadership insight into all parts of the organisation.

    • Giving every employee a chance to speak and be heard.

    • Plan ahead.

    • Plan out your pre-launch, launch, and post-launch communications to keep the momentum going and awareness high.

    Part of your pre-launch communication strategy could be to use a drip email campaign. Send an email one month before the launch date to your whole organisation about Chatter and its benefits. Send another every week until launch with new information to get everyone excited.

    Another part of your pre-launch communications could be to highlight how to use Chatter through videos. Either you can record your own or use one of the ones we’ve created.

    During launch, have fun spreading the word about your Chatter deployment. Try putting up posters in offices that describe how to use Chatter, throw launch parties with cakes and balloons, set up dedicated Webinars to train people, or even hire a photographer to take profile pictures for employees.

    Post launch, we recommend redirecting all collaboration to Chatter. Encourage employees to stop using email distribution lists and communicate through Chatter groups instead. Suggest that conversations about group projects take place on Chatter. Post company-wide communication to Chatter in place of sending emails.

    Email your users.

    Tell your users about Chatter. This is a great way to get everyone excited and explain how to use Chatter.

    Email your executive team.

    When executives start using Chatter, employees will see how the tool works for your company. Executive adoption is the best way to ensure high user adoption.

 

Find your Chatter champs.

Chatter needs support from leaders. Gaining executive support for your Chatter rollout is critical to helping employees understand the value it adds to your company. Finding individual Chatter champions is also critical. They’ll bring the Chatter conversation to life and show people great ways to use the application.

Best Practices
  • Executive Sponsor

    The support of an executive who believes in Chatter means more people will adopt and use the application. The executive will lead the way in using Chatter and inspire others to do the same. The executive sponsor will also promote Chatter to the rest of the executive team and help fuel the excitement.

    Who’s typically an executive sponsor?

    Executive sponsors are often in senior roles, such as a CMO, CIO, VP of Sales, VP Customer Service, head of HR, or even a CEO.

  • Internal Champion

    For ongoing success, it’s critical to find individual evangelists who love the technology and can act as torchbearers. These Chatter champions will help guide the way for other users who might be confused or apprehensive about using the application. The champions can also act as experts by answering questions and showing others how to use advanced functionality in groups, accounts, or mobile devices. Chatter champions post updates daily, which inspires others to use Chatter.

    Who can be a Chatter champion? Anyone who's excited about Chatter and interested in using the application can be a Chatter champion. Typical Chatter champions are employees who are well-known or long-time employees at the company, employees with lots of expert knowledge, or employees in social media roles.

    Taking it to the next level.

    If you really want Chatter to take off, try empowering your executive sponsors and Chatter champions to give out rewards (iTunes gift cards, Starbucks gift cards, etc.) whenever they see someone doing something cool on Chatter — like connecting two employees who didn’t know each other, answering a question that closes a deal or helps a customer, or collaborating on a project to deliver it ahead of time.

    By doing this, you make the statement that Chatter is the best way to collaborate and communicate at your company, and it will inspire people to use Chatter in new and innovative ways.

 

Best practices
 

Deployment checklist.

Tips to help make your deployment a success. Now that you’re ready to get started, here’s a simple checklist to ensure you’ve dotted your i’s and crossed your t’s.

Deployment checklist
Deployment checklist
  • Load new users.

    You can load new users one at a time, or all at once using the Data Loader wizard.

    Enable Chatter feed tracking for objects and fields.

    Enabling the "owner" field will ensure that users are following the records they create.

    Set key executives for all users to follow.

    Use the Data Loader to automatically have users follow key company leaders. You can read more about the Data Loader here.

    Set up groups with members and seed with content.

    Create an "All Chatter" group for all users to ask questions and share best practices. You can use the Data Loader for this.

    Post FAQs and user guidelines in the All Chatter Group.

    Post these documents to the System Admins feed and then update the group description with links to these documents.

    Manage email notifications for your organisation.

    Turn on email notifications for users so they’ll be notified of important updates from Chatter.

    Manage invitations (Chatter Free).

    Activate Chatter invitations to help get every employee on Chatter for free.

 

Join and create groups.

     

    Collaborate and share information in one central location.

    Chatter groups reduce email, make collaboration easier, take project management to another level, and are a great way to keep up with your team. Here are some groups that have been successful at other companies. Remember, groups can be either public for every employee or private for select people.

     

    All company (public)

    Add all employees to this group to discuss company-wide topics and make announcements.

    My team (private)

    Add team members to this group to discuss projects you're working on, give feedback, and share presentations, spreadsheets, and documents.

    Competitive (public)

    Connect customer-facing employees with competitive and product experts in your company to crowdsource answers and beat the competition.

    Product feedback (public)

    R&D and engineering teams love Chatter because they can get feedback from sales and customer service on what clients are saying about their products.

    Marketing (private)

    Share concepts for creative campaigns, event details, and brainstorm marketing ideas with the whole team.

    Sales (public)

    Sales employees can share stories, best practices, tips for winning, and get feedback on deals.

    Human Resources (private)

    Discuss employee issues, compensation, benefits, bonuses, and morale in a private, confidential group so sensitive emails aren’t forwarded on.

    Customer meetings (private)

    Create groups where all the key players on a deal can collaborate more easily on presentations, agendas, and products. For example, start a group for a customer visit called “Acme July Meeting” and invite sales, technical specialists, marketing, support, and engineering to align everyone.

     

See what Chatter can do for you.

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Questions? Our reps have answers. 1800 667 638 (AU), 0800 450 064 (NZ)

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