It’s Time to Reevaluate Salesforce Chatter

It_39_s_Time_to_Re-Evaluate_Salesforce_Chatter (1)Salesforce Chatter has come a long way from its debut in 2009 when it drove the “Social Enterprise” tagline for all of Salesforce. From the beginning, Salesforce customers have either loved it or hated it. But Chatter has grown up and has become a well-integrated application which has proven to have business value and deserves another look.

Salesforce has made a very public push to further integrate Chatter into its platform and products. Marc Benioff has mentioned that Chatter will become the primary UI for Salesforce on multiple occasions and we are beginning to see the fruit of this with the relatively new Case and Account feed layouts.

So if Chatter isn’t something your organization uses, its time to start rethinking that strategy. If Chatter is activated, it’s time to think about taking it to the next level.

A New Perspective

In the beginning, I was naive enough to buy into the notion that Chatter would replace internal emails. That couldn’t have been further from the truth. Aside from the cultural shift that Chatter was imposing, email is the way business communicates. There were logistical issues and other risk factors that just didn’t make Chatter feasible.

After changing companies and successfully deploying Salesforce, my team and I decided to turn Chatter on and “see what happens.” I was sure that we were going to see some good fruit from this tool. But I quickly realized that not everyone shared my enthusiasm. I ended up being one of the only people really using Chatter. Most found it to be confusing, frustrating or a waste of time.

Chatter seemed to be an epic failure.

I then realized that Chatter was marketed as a communication platform, but there was so much more that could be done with it. Communication was just one use case (albeit the most prevalent). This is when I began to change my thinking towards Chatter.

While some organizations have had excellent success with Chatter as a communication tool, Chatter’s big selling point is the untold story of efficiency; a way to increase user productivity and adoption.

Driving Efficiency

If there are an ample number of existing communication channels to use, what void is Chatter filling? This seemed to be the consistent question as I searched for use cases. Chatter seemed to be trying to solve a problem that didn’t need fixing. On the surface, this is true as Microsoft is the king of office communications. Thus, Chatter only creates noise and solves no real business issue. But employee efficiency is an ongoing problem.

Here are some great ways that Chatter can improve efficiency:

Chatter Publisher Actions

Administrators can create Chatter Publisher Actions which allow users to create records right from the Chatter feed. The concept of My organization uses Cases to track feature requests. They also happen to use the same case layout for nearly all other types of cases. Logging a feature request was a confusing and frustrating task which meant that there were very were being recorded.

A Publisher Action was created so that users only have to see the 6 fields that are necessary for creating this case type and several of those fields are pre-populated for the user. Because it’s Chatter, users can create a feature request wherever they happen to be in Salesforce. We were able to streamline and improve the process which has resulted in very happy users.

The Power of Following

Following, I believe, is one of the most underutilized features of Chatter. While most everyone understands following people, most don’t understand why following data is such a game changer. When users begin to grasp the fact the data they find important can be sent to them automatically and in real time, this becomes a game changer.

Following shouldn’t be so much about following people as it should be about following data.

Feed-based Layouts

We first saw a feed-based layout with the Case Feed. This functionality basically gives anyone managing cases the ability to streamline the creation, managing and viewing of cases by creating a Chatter feed which shows everything that has happened on the case, and gives the ability for new records to be created via the feed via Publisher Actions. Feed-based layouts are a great example of what Marc Benioff was referring to with Chatter becoming the primary UI of Salesforce.

I imagine that we will continue to see the functionality applied to all objects over time.

Profile-based Roll Out (Summer ’14)

With Summer ’14, Chatter can now be rolled out to the company by profile (see Profile-Based Rollout Overview on Salesforce Help & Training). For organizations who have identified areas where Chatter would be beneficial, but couldn’t use the “all or nothing” activation style of Chatter before, this new functionality will allow smaller groups of users to experience the efficiency of Chatter as deemed appropriate by the business.

This is a particularly nice feature for larger organizations who want a more methodical approach to their roll-out, and/or where data security is a factor in Chatter activation.

Practical Next Steps

Get educated. If you haven’t used Chatter in the past, it is time to get knowledgeable. Get hands-on with the product by using the Salesforce Success Community which is built on the Chatter platform to put practice into words. Activate Chatter in a sandbox or dev org and learn what settings are available.

Follow Becky Webster (@beckymaew). She is a Salesforce MVP and Chatter consultant (yes, you heard that right). Becky has a lot of great tips and tricks that cover every topic from implementation and adoption to best practices.

Start the conversation. Determine who would benefit from Chatter in your organization. Think of specific use cases where Chatter would drive efficiency and begin to talk to those teams. Get the troops rallied and excited about the functionality. There is power in numbers.

Be sure not to exclude executive leadership. It is important to get these decision makers interested in what you are saying. Don’t neglect these key individuals.

Let’s review:

  1. Change your perspective – by changing the way you think about Chatter, you will be able to have the necessary conversations with the right individuals.
  2. Determine the efficiency gain – Chatter is more than just a communication tool; it’s an efficiency tool. Begin to think about where Chatter could be a driver for improved efficiency.
  3. Get educated and start marketing – now begins the potentially long road of getting people on board. Take your time, have smart conversations and show the practical usage of Chatter.

Are you or have you reevaluated Chatter for your organization? What was your experience? What helped to change minds? Share you experience, thoughts or questions below!

 

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9 Comments


  1. Paul Young

    September 3, 2014 at 3:56 pm

    You hit the nail on the head, Brent. Chatter doesn’t replace email any more than oranges replace escalators. What it does do is add efficiencies to legacy processes and creates new ways to share and collaborate that previously were impossible.

    Reply

    • Brent Downey

      September 9, 2014 at 9:08 pm

      Thanks Paul! Efficiency is the key and one of the main reasons organizations should use it.

      Reply

  2. Cheryl Feldman

    October 29, 2014 at 8:56 pm

    Loved this post and profile based roll out is also great for us in the regulated industries where compliance will never ever allow these users to have something like that. Going to share this with my team!

    Reply

  3. Kevin

    February 28, 2015 at 6:50 pm

    Brent we just migrated to SF and there are a lot of fixes needed (big and small), such as values missing from picklists. As staff use it there are issues everyday and they email it to about 5 people responsible for changes, either the people have the knowledge to determine the change needed or the ability to make the change. I want to move from email to chatter for staff to alert us of the changes needed. Is this a better use of Chatter over email? The only downside is we can’t paste screenshots, I see that’s on the idea exchange.

    Interestingly I got to this page from reading Creating a Change Management Process: Part 1… once we iron out these fixes I’m going to upgrade to a request form!

    Thanks!
    Kevin in San Francisco

    Reply

    • Brent Downey

      February 28, 2015 at 9:56 pm

      Hi Kevin! Chatter is a great use for this type of communication especially at the beginning of a deployment. It gets your users engaged with the product and creates a new best practice. The down side is that it can be difficult to tack what has been completed or has been documented. What I might suggest is that you create the change management form describes in the 2-Part Change Management posts your referring to and track the requests there. This allows you to understand what you want to track on a change request before opening the functionality up to users while providing a place to document all of the incoming requests. Good luck! Let me know what you end up doing.

      Reply

      • Kevin

        March 3, 2015 at 4:47 pm

        Thanks Brent! I haven’t been able to move on this. Now the powers that be just had me create an email distribution list that goes to all the responsible parties. Staff email their questions/concerns and we email, email, email about how to handle it. Looking forward to creating that change request form soon, will be a great improvement.
        Keep up the great work!
        Kevin

        Reply

        • Brent Downey

          March 3, 2015 at 9:56 pm

          Chatter never seems to be an easy sell. Find small ways to use it (like with your change management form) and you’ll see adoption start to rise. Plus, with the creation of publisher actions, users will find that they are saving a lot of time! Good luck!

          Reply

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    May 16, 2016 at 4:21 pm

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    Reply

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