Social media risks and steps to go beyond broadcasting

Beyond broadcasting Presented by Calum Brannan @calumbrannan

Beyond broadcasting Presented by Calum Brannan Co-founder CrowdControlHQ

@calumbrannan


Introducing your very own free puppy

Photo credit: 23am.com h1p://www.flickr.com/photos/23am/3816472099/

Social

Customers

Employees

Organisations

How ‘Social’ has changed behaviours forever


• Gen Y are the vanguard, but they are not the only social consumers. Social consumers’ ages range from teens to 50s (Pivot research 2011)

• Social consumers are be/er defined by their behaviour

‘Social’ is a state of mind

(1) You are already on social media. Accept this

and begin taking advantage of it.

5 steps to social media success

(2) Start by creating the right policies.


(3) You already have the content, ideas and people

for an effective social media strategy. Just find

and engage them.


(4) Integrate social where you can and join

channels together.


(5) Continue to plan, training and keep

aligning.



Stage 1 Traditional

Stage 2 Experimental

Stage 3 Operational

TradiPonal command and control operaPons using one-‐way communica8ons to drive desired outcomes.

‘Trying out’ various social engagement tacPcs but disconnected to operaPons using disparate measures and complete dedicaPon.

In-‐sync social engagement strategy with operaPons. Training, alignment and campaign integra8on delivering tangible results.

Social engagement is driving real business results with systems and tools now fully refined to support confident and competent execuPon across various levels of the business.

Stage 4 Impactful

Where are you on your journey?


“While the decision to post videos, pictures, thoughts, experiences, and observa6ons to social networking sites is personal, a single act can create far-‐reaching consequences for individuals as well as organisa6ons”

Sharon Allen Chairman of the Board Deloi1e LLP

Are you aware of the #risks

of Social Media?


Chaos…


Control…


Where we fit in:

We are the suppor8ng technology that

ensures long-‐term success Resources Support

Processes Strategy

Policies


We work with

Partners of the Chartered InsPtute of Public RelaPons (CIPR) Partners of LG Comms (Local Government CommunicaPons) Partners of APCOMM (AssociaPon of Police Communicators)


Further reading

Are local councils taking full advantage of Social Media?

Can the comms team handle efficient two-way communications on their own?

Should local councils consider integrating social media into the contact centre ?

Case study: Integrating social at North Lanarkshire Council

Download: www.crowdcontrolhq.com

Thank you for you time.

You can request a demo of our software here: http://

www.crowdcontrolhq.com

Business

Social media risks and steps to go beyond broadcasting