Experiment, Explore, Investigate, Review,

1. Today’s workshop
1. Current state (take stock)
2. Future Trends / Opportunities (innovation)
3. Implications
4. Next steps

2. Current State!

3. Opportunities &
Future Trends

4. Digital business is delivering returns
Online communities reduce costs
Twitter drives sales
Online Customer Reviews drive sales
Online Forum members commenting drive sales
Forum members reply within 93 seconds –
quicker than Customer Service staff?
Online campaigns drive sales
Listening to online channels avoided PR problems
Brand monitoring drove tailored, more effective campaign
Tens of thousands of product and services ideas created
Online component to events drove sales
Staff retention increased
World stage to interact and attract candidates
Charitable donations increased
Online Communities increased sales
Communities reduced customer service enquiries
Increased
$$
Improved
service
Reduced
costs
People
retention
Improved
quality
Avoid PR
issues
Faster ideas,
more of them
Talent
attraction

7. Whatever people earn,
they’re
more than likely to be on
Facebook

9. Customer service through new
channels is expected
(doesn’t have to be 24x7 if communicated well)

10. Online Reputation ~ 5-star matters.

12. Customer service happens fast (& proactively).

13. Organisations experiment to find out
how to best use digital.

14. Leading organisations have explored &
learnt how to integrate digital into processes.

15. Using online well leads to
increased productivity, innovation,
greater talent development and
generally an easier place to work,
and…
The best case study is your own.

16. Workforce changes
Micro sourcing creates
pressure for individuals to
become more strategic
Global market and cheap tech
means greater ease for new
organisations to start

17. Staff can pioneer ideas and
lead their organisation to understand.

18. Organisation charts change
Ref: @armano again 

21. Collaborative cultures meet faster needs.

22. “it's simply how all business will operate in one
way or another (many are well on their way)”

23. WANTED: faster communication.

24. http://FixMyStreet.com
‘Crowd’ generated information.

25. “Mash-ups”: data combined – e.g. information
from the ‘crowd” overlayed on a map

26. Crowdsouring: “Hey Crowd, what are your ideas for our organisation?”

28. Crowdsourcing: Which idea is most important?

30. Essential Baby.
139,000 parents leaving 10,000 posts a day.
(Australia’s largest online community for women.)

32. Discussion:
What is important for us to do now?

33. ~ Next steps ~