Social Engagement and Collaboration.
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Slides from the presentation given at the Hatfield and Milton Keynes Social Media Events in September.
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Social Engagement and Collaboration.
- 1. Social Engagement and Collaboration Why it’s not new and why it’s important.
- 17. “Human social networks and communities are both well established, robust social structures that pre date their online counterparts by a a millennia. Humans naturally gravitate to and desire the interactions that these structures allow. We want to belong”. Dr Michael Wu
- 19. Social is a culture, a movement. The technology is largely irrelevant and will change. The imperative is to understand the bigger picture, what is happening - the movement. This will allow you to understand how to make the best of it, regardless of platform.
- 20. Takeaway Number One: This is no fad. It is not going away.
- 24. INNOVATION FEEDBACK INSIGHT NPD LOYALTY COMMUNITY ADVOCACY TRUST OPENESS COLLABORATION
- 25. The power of the crowd
- 26. Insight
- 29. Reduce Costs
- 31. 100% of support calls through the community No agents or call centres Fastest growing telco in the UK Net Promoter score of 73
- 33. 100% support calls through community No agents or call centres Angry Birds promotional campaign designed by the superfans
- 35. One Superfan has posted over 45,000 times. His answers to technical questions have been viewed millions of times giving him a greater reach than the companies own advertising campaigns.
- 37. “The 300% increase in search engine placement for top keywords – a natural product of their community’s open, dynamic conversation – is itself worth millions”. Hewlett Packard Community
- 38. If it’s good enough for customers…
- 39. ..it’s good enough for employees too.
- 40. INNOVATION Marke7ng HR FEEDBACK INSIGHT NPD LOYALTY COMMUNITY Product ADVOCACY Resourcing Dev TRUST OPENNESS Sales COLLABORATION
- 41. INSIDE OUTSIDE INNOVATION Marke7ng HR FEEDBACK INSIGHT NPD COMMUNITY LOYALTY Product ADVOCACY Resourcing Dev TRUST OPENNESS Sales COLLABORATION
- 43. 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
- 44. The Social Business of the future INSIDE OUTSIDE INNOVATION Publishing Events FEEDBACK INSIGHT NPD Employees, Customers, LOYALTY Candidates ADVOCACY Training Research TRUST OPENNESS Membership COLLABORATION
- 45. Takeaway Number Two: Conversation ..is the new currency
- 50. “Social media, which consists of social networking sites, content sharing sites, blogs, and micro blogging sites, saw the biggest percentage increase (75 percent) in trust among media sources.” Edelman Trust Barometer 2012
- 51. “Smart businesses will take advantage of this dispersion of authority. They will talk to their employees first, and empower them to drive the conversation among their peers about the company and its role in society.” Edelman Trust Barometer 2012
- 52. ‘Leadership is about the stories that are told about you – both positive and negative. You’ll be judged by those stories more than anything you say or write.”
- 53. Employer Brand ‘Leadership is about the stories that are told about you – both positive and negative. You’ll be judged by those stories more than anything you say or write.”
- 54. “Opening up the water cooler conversation is probably one of the biggest opportunities in our working lifetimes to improve business performance” Me! February 29th 2012
- 60. If customers can solve their own support issues…. ……then surely employees can too?
- 61. Takeaway Number Three: Social will be as ubiquitous as the internet
- 62. “We are in the Compuserve-‐ Prodigy-‐AOL stage of social media evolu<on. It’s a@er Netscape and before Google in equivalent internet <me.” John Sumser
- 64. Food for thought… You no longer control access to the technology or content of the conversation so stop trying to. Recognise the huge benefits of opening up the conversation – trust, authenticity, collaboration. The conversations are happening anyway, whether you like it or not. Be part of it rather than just the subject. Social media exposes cracks in your engagement levels, it doesn’t cause them. There is a bigger picture here – social media is simply the power of the internet manifesting itself as it matures. But it is here to stay. Social media isn't just a marketing channel - its the biggest opportunity to gain insight into your business since MBWA.
- 65. Further reading… The Science of Social: Beyond Hype, Likes and Followers Dr Michael Wu The Starfish and The Spider Ori Brafman and Rod A Beckstrom
- 66. Thanks! Gareth Jones 07880 742 581 @garelaos www.linkedin.com/in/garethmjones www.thechemistrygroup.com garethj@thechemistrygroup.com