Slides from the presentation given at the Hatfield and Milton Keynes Social Media Events in September.
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1. Social Engagement andCollaborationWhy its not new and why
itsimportant.
2. We wantedto.
3. Human social networks andcommunities are both well
established,robust social structures that pre datetheir online
counterparts by a amillennia. Humans naturallygravitate to and
desire theinteractions that these structures allow.We want to
belong.Dr Michael Wu
4. Social is a culture, a movement.The technology is
largelyirrelevant and will change. Theimperative is to understand
thebigger picture, what is happening- the movement. This will allow
youto understand how to make the bestof it, regardless of
platform.
5. Takeaway Number One:This is no fad. It is not going
away.
6. INNOVATION FEEDBACK INSIGHT NPDLOYALTY COMMUNITY ADVOCACY
TRUST OPENESS COLLABORATION
7. The power ofthe crowd
8. Insight
9. Increase Revenue Potential
10. Reduce Costs
11. 100% of support calls through the community No agents or
call centresFastest growing telco in the UK Net Promoter score of
73
12. 100% support calls through community No agents or call
centresAngry Birds promotional campaign designedby the
superfans
13. One Superfan has posted over 45,000 times. Hisanswers to
technical questions have been viewedmillions of times giving him a
greater reach than thecompanies own advertising campaigns.
14. The 300% increase in searchengine placement for top
keywords a natural product of their communitys open, dynamic
conversation is itself worth millions. Hewlett Packard
Community
15. If its good enough forcustomers
16. ..its good enough for employees too.
17. INNOVATION Marke7ng HR FEEDBACK INSIGHT NPDLOYALTY
COMMUNITY Product ADVOCACY Resourcing Dev TRUST OPENNESS Sales
COLLABORATION
18. INSIDE OUTSIDE INNOVATION Marke7ng HR FEEDBACK INSIGHT NPD
COMMUNITY LOYALTY Product ADVOCACY Resourcing Dev TRUST OPENNESS
Sales COLLABORATION
19. Killing the conversation
20. You cant be social on the outside, if you are not on the
inside INSIDE OUTSIDE INNOVATION INNOVATION Marke7ng HR FEEDBACK
Marke7ng HR FEEDBACK INSIGHT INSIGHT NPD NPD COMMUNITY LOYALTY
COMMUNITY LOYALTY Product ADVOCACY Resourcing Product ADVOCACY
Resourcing Dev Dev TRUST OPENNESS TRUST OPENNESS Sales Sales
COLLABORATION COLLABORATION
21. The Social Business of the futureINSIDE OUTSIDE INNOVATION
Publishing Events FEEDBACK INSIGHT NPD Employees, Customers,
LOYALTY Candidates ADVOCACY Training Research TRUST OPENNESS
Membership COLLABORATION
22. Takeaway Number Two: Conversation ..is the new
currency
23. Social media, which consists ofsocial networking sites,
content sharingsites, blogs, and micro blogging sites,saw the
biggest percentage increase(75 percent) in trust among
mediasources.Edelman Trust Barometer 2012
24. Smart businesses will take advantage of this dispersion of
authority. They will talk to their employees first, and empower
them to drive the conversationamong their peers about the company
and its role in society. Edelman Trust Barometer 2012
25. Leadership isabout the storiesthat are toldabout you
bothpositive andnegative. Youll bejudged by thosestories more
thananything you sayor write.
26. Employer BrandLeadership isabout the storiesthat are
toldabout you bothpositive andnegative. Youll bejudged by
thosestories more thananything you sayor write.
27. Opening up the water coolerconversation is probably one of
thebiggest opportunities in our workinglifetimes to improve
businessperformanceMe! February 29th 2012
28. If customers can solve theirown support issues. then surely
employees can too?
29. Takeaway Number Three: Social will be as ubiquitous as the
internet
30. We are in the Compuserve-Prodigy-AOL stage of social media
evolu
31. Food for thoughtYou no longer control access to the
technology or content of theconversation so stop trying to.
Recognise the huge benefits of opening up the conversation trust,
authenticity, collaboration.The conversations are happening anyway,
whether you like itor not. Be part of it rather than just the
subject. Social media exposes cracks in your engagement levels, it
doesnt cause them.There is a bigger picture here social media is
simply the power ofthe internet manifesting itself as it matures.
But it is here to stay. Social media isnt just a marketing channel
- its the biggest opportunity to gain insight into your business
since MBWA.
32. Further readingThe Science of Social: Beyond Hype, Likes
andFollowersDr Michael Wu The Starfish and The Spider Ori Brafman
and Rod A Beckstrom