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How social business design is re-shaping the way we interact with our customers, staff & suppliers.

How social business design is re-shaping the way we interact with our customers, staff & suppliers.
Presented to the Office Space Community 16th Feb 2010

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Have you heard the buzz? Presentation Transcript

  • 1. Have you heard the buzz? How social business design is re-shaping the way we interact with our customers, staff & suppliers (cc) Anne Bartlett-Bragg, Headshift, February 2010 Sunday, 21 February 2010
  • 2. Sunday, 21 February 2010
  • 3. • 70% of Australians visit a social network • Facebook up 95% on 2008 • Twitter users up 6,000+ % on 2008 Sunday, 21 February 2010
  • 4. Do you have a blog? Do you Digg it? Do you use Flickr? Do you use chat/IM? Do you use a wiki? Can you make a podcast? Can you live without your aggregator? Do you have an avatar? Or 2? Can you explain RSS in plain English? Can you Facebook me? Can you use Delicious? Have you uploaded to YouTube? Is a tweet some kind of bird sound? [ What is it? ] Sunday, 21 February 2010
  • 5. Headshift is a global specialist social business consultancy and development company. We have over 8 years' experience in designing, implementing and growing next generation social software solutions. www.headshift.com/projects Sunday, 21 February 2010
  • 6. What we’re going to cover... • Impact • Trends • Listen • Engage http://www.flickr.com/photos/victoriapeckham/164175205/ Agenda Sunday, 21 February 2010
  • 7. Key principles: • Participation + Usability + Networks The information is not Key behaviours: important in itself - • Trust + Openness + it is the relationship to Authenticity other people with shared interests! Sunday, 21 February 2010
  • 8. These new tools support many forms of participation ★ connects people ★ they rate & review & share ★ tag & re-organise ★ use alerts & subscribe to feeds http://www.flickr.com/photos/victoriapeckham/164175205/ [ Impact ] Sunday, 21 February 2010
  • 9. Social Business Design ©2009 Dachis Group Sunday, 21 February 2010
  • 10. Social Business Design Connections Communication How well are people connected? How do people share signals of their activity? Where are the obvious holes and blockages? Do you have common formats for information How easily can they find each other to get sharing? things done? Culture Content Is informal knowledge shared where it is How easy is it to collaborate? needed? What personal filters and tools do people use? How are you harnessing collective How do you promote findability as well as wisdom? search? What role do customers play in your How can users contribute to information process? management? ©2009 Dachis Group Sunday, 21 February 2010
  • 11. How can we engage ? • We trust strangers online recommendations • We trust strangers more then celebrities • We trust strangers over advertising • We don’t trust advertising emails from companies • 34% post opinions about products and brands on their blog • 36% think more positively about companies who have blogs [ Impact ] Sunday, 21 February 2010
  • 12. What if.... ★ you could engage directly with your customers? ★ you could extend your reach? ★ you become a respected reference source? ★ you brought together a community of like minded people? [ Impact ] Sunday, 21 February 2010
  • 13. Trends... Self-organising communities: Niche - passionate - taking action Sunday, 21 February 2010
  • 14. Case study: BP Castrol Example: consumer goods & services • New ways of interacting with key customers • Shared spaces for customer interaction • Ask, don’t tell Sunday, 21 February 2010
  • 15. Sunday, 21 February 2010
  • 16. Trends... [ Trends ] Sunday, 21 February 2010
  • 17. BBC blog update Sunday, 21 February 2010
  • 18. BBC blog update Sunday, 21 February 2010
  • 19. Intranet doesn’t look like a wiki ! Sunday, 21 February 2010
  • 20. Trends... the Twitter effect [ Trends ] Sunday, 21 February 2010
  • 21. Trends... How do you find your way through the dust.....? Sunday, 21 February 2010
  • 22. Listen: Build a radar... Towards a new relationship with market intelligence • Build a radar • Monitor and aggregate conversations • Discover emerging trends • Divert a crisis - protect your brand [ Listen ] Sunday, 21 February 2010
  • 23. Listen: Build a radar... Listen with the intent to be influenced [ Listen ] Sunday, 21 February 2010
  • 24. Don’t just dive in! Think about what you want to achieve... http://www.flickr.com/photos/lucias_clay/2207148004/ [ Tips ] Sunday, 21 February 2010
  • 25. Engagement Participation Objectives Interaction Time What do you need to think about? http://www.flickr.com/photos/jmsmytaste/90648278/ [ Tips ] Sunday, 21 February 2010
  • 26. Tips for Implementation 1. Immerse yourself 2. Participate to understand 3. Start small and stay focused 4. Identify your business objectives 5. Define your strategy 6. Choose your tools carefully [ Tips ] Sunday, 21 February 2010
  • 27. Questions? annebb@headshift.com @annebb Questions Sunday, 21 February 2010