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Session 2, Tench & Jones
1. Social Media: the Wild West of Corporate
Communications
Professor Ralph Tench
and
Dr Brian Jones
Leeds Business School
Leeds Metropolitan University
26-28th October 2011
2. Key question
How do businesses and corporate
communication professionals
manage CSR messages in an
unruly, largely unregulated social
media environment?
3. Social Media
Changing lives
Co-creation
Changing business
Old (media) world, new world
Web 2.0 and corporate
messaging
EU communication directors
survey findings
Re-thinking communication
strategies
4. Core Argument
We argue that the creation of
value is in part determined by the
co-creation of message. Co-
creation of message lies at the
heart of social media.
5. Social media context
Amalgam: podcasts, wikis,
twitter, social network sites
Web 2.0 user generated content
(OECD, 2007)
Co-creation, collaboration
Changing business and society
Downsides (OECD, 2007):
- inclusion, security, privacy,
cultural fragmentation
6. The world of social media
Wikis
Forums
and Blogs
chatrooms
Social
News media Social
groups networks
Mail
Podcasts
groups
7. Communicating CSR
A redrawing of the rules for
communicating CSR and
Corporate Social Irresponsibility
How a company’s CSR offering is
perceived and the image their
audience has is not only shaped
by their communication
efforts, it is in part a product of
social media online
conversations
8. Voices, views and opinions
User generated comment is a
key element of the
communication mix
Social media allows a
company’s stakeholders to co-
create brand image and
reputation
Risks have to be managed
9. Growth of On-line communication
Chart 1 Online communication and social media activities:
Importance has grown steadily during the last five years
Important instruments for addressing stakeholders
74.8%
67.8%
Online communication (websites, e-mail, intranet) 58.6%
58.1%
54.4%
68.2%
56.8%
Addressing online media 43.8%
44.0%
38.4%
40.5%
26.7%
Social media (blogs, podcasts,communities) 19.5%
12.4%
11.5%
2011 2010 2009 2008 2007
www.communicationmonitor.eu / Zerfass et al. 2011 / nmax = 1,146 PR professionals; Q 11; Zerfass et al. 2010 / nmax = 1,914; Q 6; Zerfass
et al. 2009 / nmax = 1,863; Q 5; Zerfass et al. 2008 / n = 1,524; Q 3; Zerfass et al. 2007/n = 1,087; Q 4: How important are the following
methods in addressing stakeholders, gatekeepers and audiences? (1 = Not important; 5 = Very important; important = scale points 4-5).
10. On-line communities
Chart 2 Social media channels: Online communities are
leading the field; podcasts, wikis and weblogs have lost
relevance
49.8%
Online Communities (social networks)
44.6%
39.5%
Online videos (moving images)
38.4%
28.3%
Weblogs
30.9%
32.5%
Microblogs (Twitter)
26.3%
27.9%
Photo sharing
16.5%
Social bookmarks
21.5%
Slide sharing
15.8%
Wikis
17.2%
Important tools for
14.0% communication management
Podcasts (audio)
16.8%
2011 2010
10.0%
Virtual worlds
9.5%
www.communicationmonitor.eu / Zerfass et al. 2011 / n = 2,209 PR professionals; Q 13; Zerfass et al. 2010 / n = 1,955, Q 13: Can you
indicate the level of importance for communication management today and in the next year of the following communication tools ? Scale 1
(= Not important) - 5 (= Very important); considered scale points 4-5. 2010 data not available for newly added items. Significant differences
between assessments of channels in the 2010 and 2011 survey with the exeception of items "Podcasts" and "Weblogs" (T-test, p ≤ 0.01).
11. Social media guidelines and monitoring
tools
Chart 3 Social media guidelines and monitoring tools have
evolved stronger than expected
Implemented in March 2011
Planned implementation until the end of the year in March 2010
39.6% Implemented in March 2010
33.3%
31.8%
25.6% 25.9% 25.7% 25.8%
23.9%
21.3% 21.1%
15.2% 15.1%
Social media guidelines for Tools for monitoring Training programmes for Key performance indicators
communicating in blogs, stakeholder communication social media for measuring social web
twitter etc. on the social web activities
www.communicationmonitor.eu / Zerfass et al. 2011 / n = 1,572 PR professionals in communication departments; Q 15: Do any of the
following measures exist in your organisation? (Already implemented; Planned for 2011; Not currently planned); Zerfass et al. 2010 / n =
1,955; Q 14: Has your organisation already implemented one of the following? (Already implemented; Planned for 2010; Not planned yet).
12. Governance structures for social
media
Chart 4 Governance structures for social media are still
missing in most communication departments
Social media guidelines for communicating
39.6% 30.3% 30.2%
in blogs, twitter etc.
Tools for monitoring stakeholder
33.3% 24.7% 42.0%
communication on the social web
Training programmes for social media 21.3% 27.9% 50.8%
Key performance indicators for measuring
21.1% 30.7% 48.3%
social web activities
0% 20% 40% 60% 80% 100%
Already implemented Planned for 2011 Not planned yet
www.communicationmonitor.eu / Zerfass et al. 2011 / n = 1,572 PR professionals in communication departments; Q 15: Do any of the
following measures exist in your organisation? (1 = Already implemented; 2 = Planned for 2011; 3 = Not currently planned).
13. Private use of social media
Chart 5 Private use of social media:
18 per cent of communication professionals are not
very active
4.7%
Daily
13.6%
Several times per week
Less than once or once a week
Never
56.1%
25.6%
www.communicationmonitor.eu / Zerfass et al. 2011 / n = 2,209 PR professionals; Q 20: How often do you use social media platforms
(Facebook, Linked-In, Twitter, etc.) for private reasons in your leisure time?
14. Findings and observations
Social media is used to challenge
as well as defend CSR activities
Scope for communication
professionals to make more use
of social media
Social media is about
participation, involvement and
co-ownership of CSR messages.
15. Findings and observations
A good online CSR reputation can
potentially strengthen corporate
image and reputation, and add value
and competitive advantage to the
business
New empowered audience of clued
up customers and 24/7 online
writers and activists produce news
content
Poses real challenge to companies in
general and in particular to
communication professionals and PR
departments
17. Summary: Wild West of social
media
Effective online CSR reputation
management can with a degree
of certainty be asserted to be
about community
conversation, participation and
collaboration.
Quasi social interactive chaos
Ideas and opportunities emerge
Communities of interest
Notes de l'éditeur
Changing way we live, work and do businessOpportunities for creation, co-creation and production of knowledge and valueChanging how businesses operate, market their offerings (including CSR credentials), communicate and manage their affairsOld (media) world, new worldWeb 2.0 and corporate messagingEU communication directors survey findingsImpact on corporate thinking, messaging and behaviourRe-thinking communication strategies
An intriguing web!Companies are increasingly using social media to communicate their social responsibilityHow best to manage CSR and corporate reputation in the context of the social web is a management problematicSocial media means business reputation is no longer solely in the hands of management
Companies need to confront and minimise their CSI whilst developing and communicating their CSR.Companies need to build positive on-line CSR credentials and corporate reputations.
So what does some of the evidence tell us? From a European perspective we have the ECM (2007-2011). See the year on year growth of online and social media activities by practice (when asked how important are the following methods in addressing stakeholders?). On line the strongest but most recent rapid growth in social media (blogs etc)When focussing down onto channels, online communities (social networks) way ahead
Social networks leadingUnsurprisingly this survey provides a positive report and perception of the use, engagement and general understanding of online channels in communication management across Europe. There is evidence of tremendous growth in the perceived importance of online channels from the responses of the communication practitioners. This is most clearly emphasised by the number of professionals judging social media as an important instrument for communicating with a range of stakeholders (41%; a rise from 12% in 2007 and 20% in 2009). However, it is interesting to note that this is still a minority of the population. In fact, six out of ten practitioners in Europe do not see the importance of, or appear to believe in the value of, social media. In contrast a clear majority of the respondents emphasise the relevance of controlled online activities (web sites, e-mail: 75%) and online media relations (68%). When considering specific online channels and their use and application, online communities (social networks) continue to be the most important social media platform (50%). Twitter is still growing as a useful channel for practitioners and maintains its popularity (32%; up from 26 % in 2010). However it is not a consistent picture for all channels and some of the past stars that have been popular are in decline, such as podcasts, wikis and weblogs, which have all lost relevance during the last twelve months Weblolgs, wikis and podcasts LOST relevanceBut the big questions are on guidelines….
Guidelines performed badly in 2010 but in 2011 survey there is evidence they are In 2010, the ECM reported a disappointing picture regarding the management and leadership of online and social media usage by practitioners. There was limited evidence of social media guidelines, monitoring routines or key performance indicators to define and measure its usage. For 2011, however, four out of ten professionals working in communication departments are able to report the existence of social media guidelines. In this landscape, Sweden and the UK are at the forefront of developments in designing and implementing guidelines for social media usage. Another positive development is that every third organisation has established tools for monitoring the social web. Both of these elements are a clear improvement on the practice reported last year. However, key performance indicators to define and evaluate measures of success and training programmes are less prevalent (21%).
Overall, governance structures for social media are still underdeveloped and can be seen to be missing from most communication departments across Europe.
When considering the relative competence and practical capability of practitioners, it is clear that European communication professionals have only moderate social media skills. One explanation or reason to consider for this skills gap is their moderate private use of social media. Interestingly, almost every fifth practitioner uses participative platforms only once a week or not at all. The survey reveals that a stronger private use of the tools leads to a clear increase in social media capabilities. Some other unsurprising facts on social media usage are that private use of social media decreases with the increasing age of the respondent. There is also evidence of some sectoral diversification, with non-profit practitioners privately engaging most with social media.