Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Community Technical Implementation ___________________________________________________________________   Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3 rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.   Seamless Customer Experience Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.   Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.   Community Financials Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.   3 rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.                                                 Gamification The ultimate in credit card gamification: Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.   Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.     Refer a Friend Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.   Polling Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.     Integration with Card Servicing On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.   Profit Sharing Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.                                                   Promotional Site BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.  

Company: Groupe Casino Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder Community: C'Vous (www.cvous.com) Lithy category: Best Community Technical Implementation ___________________________________________________________________   In February 2012, we launched Cvous.com, the 1st community in France where customers can interact to create products and services for our stores. We had already thought about the design of our community and its user interface when we started working with Lithium. We wanted every C’Vous member to be able to contribute easily from the member’s page and from the website home page.     To reach these goals, we’ve created many different custom components. Within the first year, the community grew significantly and with the number of posts increasing it began to be difficult for the members to follow comments and reply to their ideas or forum messages. To improve our members’ experience, we decided to implement a system of notifications. Every time they have a new rank or when other members give kudos or comment an idea or a forum board they have initiated, they get alerts in their notification system.          We recently launched C’Vos recettes where members can post recipes and add the ingredients they need directly to their online shopping cart. To enable them to add recipes, we created a specific idea post page in which the community member can enter a title, ingredients and instructions. This page was technically mandatory to enable the external widget to transform any member’s recipe into a list of ingredients to order. It configures the post to look like a recipe to help the user writing its recipe.     On the C’Vos recettes’ post page, ingredients (“40g of dark chocolate”) are turned into generic ingredients (“chocolate”) which are automatically identified as labels and tags. This makes it possible to filter all recipes by ingredient. In the future, we will launch a mobile application that will allow our customers to scan a product in stores and display all related recipes available on C’Vous.    

Company: Webroot Entry submitted by: Jim Murray (jmurray) Community Specialist Community: Webroot Community (community.webroot.com) Lithy category: Best Superfan Story or Insight _____________________________________________   TripleHelix (Daniel) is Webroot's biggest fan. He came to Webroot via one of our acquisitions, Prevx, back in 2011. On the old Prevx forum, over the course of about nine years, TripleHelix accumulated over 9,000 posts. When Webroot acquired Prevx, we embraced their core technology and made it our own. Accordingly, TripleHelix embraced us in a big Canadian bear-hug and never let go.   In only the single year the Webroot Community has been around, he’s already got 1,300 posts – putting him at over 10,000 posts just on our official forums. And not only is he the most active member of our forums - he actively travels the internet seeking out other security-related forums at which to talk about Webroot. Wilders, NeoWin, DSLReports - you name it - TripleHelix probably has an account there.   TripleHelix doesn't miss a single day on the forum. Each and every day, like clockwork, he signs in and stays on the forum almost the entire day. When someone replies on his threads, he almost immediately chimes in with a response. He contributes more forum content than anyone else, particularly to our Security News section.      TripleHelix is like a Security News machine who constantly churns out security-related news stories at a pace of a couple of valuable stories per day. He also keeps us up to speed on anything that is coming down the pike from Microsoft, Adobe, Java or any other companies that routinely participate in Patch Tuesday. Patch Tuesday is TripleHelix Tuesday at Webroot.   He isn't just a news-specific contributor though. One of the best things about Daniel is that he will help other users solves their problems. With 93 accepted solutions under his belt (3.5x more than the next closest member), he rivals even our official technical support helpers on the forum in his skill, ability, willingness, and availability to solve problems. It's no wonder he is sometimes mistaken for official Webroot tech support. Other forum members love him too, which is shown by his collection of 700+ kudos.     The real icing on the cake with TripleHelix is that he isn't just a Webroot superfan. He's also a Microsoft superfan. What a great combination! One day, Daniel even volunteered to take a bunch of free Webroot trials and branded pens to the next Microsoft convention he attended. We never would have even thought of asking him to do that on our own, but he thought of it himself and will be doing it in April. Daniel is like a magical, traveling Webroot billboard that offers free tech support with a little bit of Santa Claus thrown in for good measure.   Speaking of Santa Claus, one of my favorite TripleHelix stories involves our company Christmas party. On the day we had the party, the entire social media department was going to be off to enjoy some free dinner and beverages. As a rule, we advise it's probably not a good idea to come back to work right after the party. In advance of the party, which was held during otherwise staffed hours, I happened to notice that TripleHelix was online, as usual. I let him know the party was about to start and that the Community would be unstaffed for a couple of hours. He volunteered to hold down the fort while we were off enjoying some holiday cheer. True to his word, during that time, he made a series of useful posts. When I returned after the party was over to check in and make sure there weren't any fires to put out, I saw the posts, and TripleHelix saw that I was online. He sent me the following message:      Flash-forward about a week, TripleHelix was posting on Christmas Day helping users who received the gift of Webroot for Christmas and had immediately installed it. There has never been a more hardcore superfan on the internet than TripleHelix, which is why he deserves this award!  

Company: Cisco Entry submitted by: Juana Dehanov (jdurande) Community Strategist Community: Cisco Tech Zone Lithy category: Best Community Technical Implementation __________________________________________________   Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements. When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. And our users did not disappoint!   One of our top priorities is to drive content creation and reuse. We leverage the knowledge of our engineers to create content that not only will help them in addressing their customer issues but ultimately will be externalized to Cisco.com to directly support our customers.   With this in mind we developed features to link a support case to a post or an article that assisted an engineer in solving the customers’ issue. In this way we are able to track if that post/article was helpful.   We wanted the search engine to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links in the results. A version of this feature was later incorporated by Lithium in to the platform.   Another exciting feature we introduced is the ability to flag content to be externalized on our main website Cisco.com. Engineers are empowered to create content that will be shared with our customers.   We’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own attributes to Lithium’s already strong use of formulas for ranking. We've built a customized leader board at the community and at each category level to highlight the accomplishments of our users based on our enriched reputation formulas.   The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers. As we see important behaviors that we want to encourage – providing solutions, creating and publishing articles – we can build additional custom components right into the reputation.   This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.  The healthy competition of engineers wanting to show up at the top doesn’t hurt, either .   Our engineers wanted a way to bump a thread without incrementing the reply count, so we implemented a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.   “The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.   In order to tap in to the creativity, enthusiasm and technical expertise of our community members, we launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.   Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners. Our engineers created some incredible features, such as a Table of Contents option for the rich text editor and a site wide Navigator to enhance the user experience.     Our community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool; rather it is seamlessly tied to the engineers' workflow and deeply integrated with our case management tool.            To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!

Company: Cisco Entry submitted by: Juana Dehanov (jdurande) Community Strategist Community: Cisco Tech Zone Lithy category: Best Superfan Story or Insight _____________________________________________   Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. Our users are extremely engaged in driving Tech Zone’s collaboration and content creation to the next level.   With this in mind, Tech Zone launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.   (Greasemonkey is a browser add-on that allows users to customize the behavior and display of a webpage using Javascript).     The idea behind this contest was to give engineers an opportunity to innovate within Tech Zone. In addition to the prizes the winners had their scripts natively integrated in to Tech Zone.  One big advantage of the Lithium platform is that taking these scripts and integrating them as native features is a relatively simple process.   This initiative triggered the engineers to experiment and enhance a platform to make it more their own. They developed some incredible new features such as:   A Table of Contents option on the rich text editor                         A Tech Zone Navigator that will show in all the pages                             A "Kudo Givers" widget to allow users to view the list of kudo givers for a thread or TKB article               Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners.   “You know, what people like today is to have very powerful tools that are very easy to use. If the tools are amazingly powerful (as Tech Zone is), but not easy to use, then people might not use it which is really sad. Also, it will make Tech Zone a bit faster, as users can jump directly to the category they need, without the need of an additional jump to the homepage. I know that it is only a matter of a few seconds, but the difference between Usain Bolt and an average person on a 100 meter run is also a matter of a couple of seconds :-)” - GreaseMonkey Winner Tristan Van Egroo.  

Company: Groupe Casino Entry submitted by: Christelle Dorat (Cexplor) Community Manager Community: C'Vous (www.cvous.com) Lithy category: Best Social Marketing Program ___________________________________________________________________   In February 2012, Groupe Casino launched Cvous.com, the 1 st community in France allowing customers from our 3 retail chains Casino, Franprix and Leader Price to co-create products and services for our stores.     C'VosIdées is where community members can propose, from scratch, ideas of products and services for the stores. The community votes for their favorite ideas and Groupe Casino reviews the top ideas and implements them when possible. For example, the concept of Idea N°1, a vegetarian corner gathering several vegetarian products in the same area of the stores, is currently undergoing testing.     C'VosProduits allows Casino, Franprix or Leader Price customers to vote for their favorite products and recommend them to others. It also helps our marketing teams collect customer insights on products sold in stores.     C'EntreVous is a forum where members can ask questions or give advice about retail shopping or everyday products. They are also able to post recipes and add the ingredients they need directly to their online shopping cart. This really simplifies and shortens shopping time for our customers!     Last but not least, cvous.com regularly proposes to its members to co-create products. There are two types of product co-creation. The first one consists of asking members to choose between different extensions of a product.     The second way is a deeper engagement with our members. One example we are very proud of is the Apérichefs story. This started with a casting. To participate, members submitted recipes or ideas of snack food products. Out of the candidates, nine Apérichefs were selected and invited to GroupeCasino's office in Paris to brainstorm and taste snack food products using their recipes or ideas. Currently on cvous.com, community members can vote amongst 6 delicious propositions of snack food products (madeleines) recommended by the 9 Apérichefs.     The C'Vous community is completely integrated into Groupe Casino's overall marketing strategy to support its goal to build proximity with customers and consumers in general.  Thanks to the community, we can listen to our customers and improve their shopping experience by implementing their product and services ideas that impacts our sales positively increases customer loyalty to our stores.   C’Vous also received professional recognition. We were awarded two TopCom Awards in 2012 and two E-Marketing awards in 2013 (Grand Prix and Award of the Best Community Strategy).   The C'Vous Team