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Learn how to grab the attention of business travelers by using communication and collaboration tools that engage them naturally. Develop expertise in delivering the right information to the right travelers at the right moments throughout the life of the trip.Explore highly effective tactics, from simplifying the portal interface to exploiting enterprise social networks to connecting people with the right content online.Influence good decision-making by engaging travelers through the channels they're already using.Featuring:* Miriam Moscovici, director of emerging technologies at BCD Travel* Steve Sitto, manager for corporate travel and small meetings at Roche* Michelle De Costa, global travel manager at Sapient
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Getting in sync – Tools for communicating with business travelers
Tuesday, February 14, 2012
Miriam Moscovici, BCD Travel
Steve Sitto, Roche
Michelle De Costa, Sapient
Kevin May, Tnooz / Moderator
2 Copyright BCD Travel 2012
Our Panelists
Miriam Moscovici
BCD Travel
Steve Sitto
Roche
Kevin May
Tnooz / Moderator
Michelle De Costa
Sapient
3 Copyright BCD Travel 2012
Poll Question
Poll no. 1
Getting in sync – Tools for communicating with business travelers
Miriam Moscovici, BCD Travel
Steve Sitto, Roche
Michelle De Costa, Sapient
Kevin May, Tnooz / Moderator
5 Copyright BCD Travel 2012
What they are NOT:
Your typical corporate intranets or brochure-ware
Email blasts
What they are:
Collaborative
Just in time
Relevant to the audience
Multi-modal
Modern Communication Channels
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Web site – links to useful information
Digest / Newsletter– education and non-breaking news
Breaking news
Targeted automation
Mobile
SMS / Text
Application push messaging
Social Enterprise
Taking Inventory
The Social Enterprise is Here
The social enterprise is becoming ubiquitous
“Crowdsourcing” drives productivity
Useful across every team
HR
Marketing & Communications
Commercial organizations
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Poll Question
Poll no. 2
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Improve the visibility of the travel program goals
One to Many Communications
Understanding and engaging travelers
Comprehensive, actionable picture of performance
Achieving “better than policy” results
Travel Program Influence
Gaining feedback on suppliers to enhance supplier management
Communicating with travelers during emergency events–dynamic reactions to evolving situations.
Promoting traveler participation and program knowledge by using incentives
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Roche Social Enterprise
Crowd-sourcing intelligence by observing illuminating road warrior discussions
Identifying opportunities early and being proactive by getting involved in the process
Supporting the corporate goals of collaboration and efficient communication
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Sapient finds success by
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Poll Question
Poll no. 3
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Content Moderation
Community Nurturing
Traveler Support
Social Intelligence
Community Management Framework
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Engage most-vocal employees/stakeholders
Consider specialty groups
Encourage community participation in all communications
Turn travel managers into subject matter experts
Assign a community manager to nurture and facilitate communication
Step 1: Build the Community
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Post weekly news highlights - e.g., preferred suppliers
Post updates to policy linking to longer docs
Post key travel alerts – linking to news sites or RSS mashup
Develop list of internal blogging topics
Create “reader’s digest” versions for mobile
Pass along industry’s finest
• Use your suppliers!
Build eminence
Step 2: Create Robust Content
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Encourage community members to assist each other
Solicit solutions to common questions
Establish a triage
Encourage Q&A in this forum
Step 3: Monitoring and Triage
Enable immediate engagement and resolution of problems in a forum where the community can realize and benefit from common solutions.
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Explore separate private groups to support events and projects
Support communication and collaboration for strategic initiatives.
Extra Credit: Event or Project Management
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Add community link to email signatures, invoices, etc.
Link to the group whenever possible
Increase Travel Program visibility on social enterprise
Highlight community benefits regularly
Join and participate in related groups
Disaster recovery / Security
HR/New Hires
Step 4: Grow the Community
Step 5: Measure & Share
Number of members
Diversity of membership
Participation levels
Selected anecdotal evidence
Number of postings by topic
Number of issues presented/resolved
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Your Turn
Q & A
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For More Information
Replay and presentation from today’s webinar available at www.tnooz.com in a few days
Please subscribe to Tnooz’s FREE daily newsletter at www.tnooz.com/newsletter/
For more information about BCD Travel’s services, visit www.bcdtravel.com/aw/home/Global_site_80195/en_us/Content/Information_Center_41422/~bmk/Research_Reports_White_Papers/
Getting in sync – Tools for communicating with business travelers
Thank you!
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