Social Collaboration: Managing Engagement Before, During and After Events - BDI 6/28/12 Social Media & Internal Communications Case Studies Summit
Case Study: Social Collaboration: Managing Engagement Before, During and After Events Presented by: Kelli Carlson-Jagersma, Vice President, Collaboration Strategist, Wholesale Social Strategy, Wells Fargo Bank Social collaboration: managing engagement before, during and after events Practical applications of social media in the organization. How do you get the best out of social media tools, both in terms of managing an event and in terms of capturing what goes on at the event? Presentation will cover integrating a collaboration model into the design of a large (internal) conference to raise awareness and education for long term adoption and collaboration. Topics included: Before, during and after – selecting the right technology (or bundle) to use at your event Inside-out approach Test and learn in a safe environment Top-down engagement to boost adoption Photobooth and storybooth Gamification www.bdionline.com
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Social Collaboration: Managing Engagement Before, During and After Events - BDI 6/28/12 Social Media & Internal Communications Case Studies Summit
- 1. What we do… Gather business cases ¨ Increase revenue ¨ Enhanced Ux or service þ Knowledge þ Cost-reduction þ Connecting people Wells Fargo Wholesale Banking Evaluate tools. Test & learn. § 50+ business lines ¨ NewsGator þ Salesforce Chatter § 24 overseas offices þ Jive Engage 5.0 § 8 overseas branches § 33 countries and expanding SoMoLo þ Social þ Mobile þ Local § Serving customers in 130 countries
- 2. Case study Annual two-day conference for entire Corporate Communications team and all regional communicators. § Before, during and after § Selecting the right technology (or bundle) to use § Inside-out approach § Test and learn in a safe environment § Top-down engagement to boost adoption § Social media in a box
- 3. People and processes are more important than the actual technology. 1. Know your audience, identify the goals, design the process model and then select the technology. 2. Identify and train community managers.
- 4. Before
- 5. Invite team members, engage through education -Create a community online prior to the event (in this case, we used SF chatter) -Invite team members -Demonstrate capabilities
- 6. Top-down engagement to boost adoption Rely on executives and other influencers to set the stage and illustrate the potential value. SHOW ME, don t tell me.
- 7. During
- 8. Inside-out approach Test and learn whenever possible. Start internally. If you don t get it chances are your customers or clients won t get it, either. Inside is a ‘safe’ environment
- 9. Instructions at every table
- 10. Always have Plan B
- 12. Social Media in a box § Chatter mobile § Instant audience feedback § Word clouds § Photo booth § Story booth
- 13. After
- 14. Post-conference • Extended group from event to go-forward • Published all questions, reached out for answers • On-going training with community managers, reinforcing use of social collaboration for events and other triggers