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Integrating Social Media Into Business Functions

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Social media is not just for marketing and sales! Social media tools and platforms also offer businesses opportunities to increase ROI in the areas of human resources, training, customer service,and …

Social media is not just for marketing and sales! Social media tools and platforms also offer businesses opportunities to increase ROI in the areas of human resources, training, customer service,and internal communications. This slide show offers specific examples of how companies are integrating social media into business functions. Please add your comments as well!

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  • Collaboration: Wikipedia, wikis, social bookmarkingMultimedia: photo sharing, video sharing, art sharing, livecasting, podcastingEntertainment: virtual worlds, online gamingReviews and opinions: product reviews, service or entertainment reviews (amazon, yelp epinions, eluna) and Q&A (yahoo answers, linkedin answers)
  • Transcript

    • 1. Integrating Social Media Into Essential Business Functions
      January 26, 2010
    • 2. About the Presenter
      Professional:former executive director, nonprofit exec, business consultant, and teacher.
      Strategic perspective: business consultant, campaign director, social strategist.
      It’s all about strategy for me.
      B.A.Emory University
      M.B.A. Bar Ilan University
      …and I LOVE research!
    • 3. Key Takeaways!
      Characteristics of the “Social Business”
      Social media integration: concept and implementation ideas
      One idea you will Implement
      Determining Return on Influence/Investment
      http://www.flickr.com/photos/83371160@N00/25928863/
    • 4. Post-Workshop Opportunities
      Find All Workshop Resources mentioned at Delicious, with the tags “socialbizpreso” + “NBN”
      http://delicious.com/tag/socialbizpreso+NBN
      (feel free to continue to add to this list)
      Take away one idea from the workshop that you will implement!
    • 5. What is Social Media, anyway?
      http://www.flickr.com/photos/-bast-/349497988
    • 6. the web as a
      platform
      …for conversation
      http://www.flickr.com/photos/whiteafrican/462282405/
    • 7. Encourages Conversation
    • 8. Utilizes the Power of Weak Ties
      http://www.flickr.com/photos/tierug/3154245590/in/set-72157611999817541/
    • 9. Is Organic and Uncontrolled
      http://www.flickr.com/photos/eelssej_/524781662/
    • 10. Includes Viral Elements
      http://www.flickr.com/photos/kalmirage/1904699001/
    • 11. Communication
      Collaboration
      Multimedia
      Entertainment
      Reviews and Opinions
    • 12. http://www.flickr.com/photos/briansolis/2735401175/
    • 13. The Old Way: Static
    • 14. The New Way Is Dynamic
    • 15. Is Your Company Ready To Be Social?
      http://www.flickr.com/photos/49503180180@N01/3608757486/
    • 16. Some Considerations:
      Number of levels of approval
      Degree of employee trust
      Willingness to listen
      How open is the company to change?
      http://www.flickr.com/photos/49922542@N00/401343608/
    • 17. “The Culture of Social”
      Interest in Listening
      Belief in Transparency
      Willing to Take Risks
      Ability to Respond Quickly
      Belief in Stakeholder Engagement
      http://www.flickr.com/photos/71325969@N00/2634561264/
    • 18. Trying to Integrate Social Media?
      Create a social media team
      Decision makers on team
      But…train the entire staff. No silos!
      http://www.flickr.com/photos/40624839@N02/3784049371/
    • 19. Trying to Integrate Social Media?
      Everyone receives reports.
      Define ROI expectations ahead of time.
      http://www.flickr.com/photos/40624839@N02/3784049371/
    • 20. Support Organizational Functions
      Human Resources:
      recruiting, retention, job descriptions
      Internal Communications
      collaboration, communication, resource sharing
      Collaborative Training:
      tools, processes, information-sharing
      http://www.flickr.com/photos/32955500@N08/3084647270/
    • 21. Support Organizational Functions
      Product Development:
      research, sentiment, real-time feedback
      http://www.flickr.com/photos/32955500@N08/3084647270/
    • 22. Support Organizational Functions
      Customer Service:
      Real-time reactions, listening, community feedback and support
      Sales/Marketing:
      engagement, lead generation, sales cycle development
      http://www.flickr.com/photos/32955500@N08/3084647270/
    • 23. Return on Influence = Efficiency
      Efficiency = Money
      http://www.flickr.com/photos/22799508@N07/3180165241/
    • 24. Concept: Measuring ROI
      Leading to tangible Tangible: Converts to Time and/or
      (Money, sales, hours, activities, etc)
    • 25. Human Resources
      Linkedin Answers
      Search for employees and business partners
      Form a Facebook Group to Recruit employees
    • 26. Human Resources
    • 27. Advertising Expense
      Cost of Retraining
      Human Resources ROI
      Interview and Recruiting Time
      Cost of Hiring Replacements
      http://www.flickr.com/photos/38726791@N06/4067195335/
    • 28. Internal Communication
    • 29. Internal Communication
      Or simply create tags in Delicious. This presentation is tagged “socialbizpreso” and “NBN”
    • 30. Cost of Lost Time
      More efficient use of time
      Internal Communications ROI
      Sales and Service
      Better ideas
      http://www.flickr.com/photos/38726791@N06/4067195335/
    • 31. Product Development
      I love using
      my flip phone
      Look at real-time sentiment platforms!
      Friendfeed
      Facebook
      Online forums/niche forums
      Niche social networks
      Local review sites (Yelp)
      Social bookmarking sites
    • 32. Product Development
      Friendfeed
      Facebook
      Online forums/niche forums
      Opportunity to task what they want!
      Niche social networks
      Local review sites (Yelp)
      Social bookmarking sites
    • 33. Sales and Demand
      Refine Product Development
      Product Development ROI
      New or improved ideas
      Sales and Service
      http://www.flickr.com/photos/38726791@N06/4067195335/
    • 34. Customer Service
    • 35. Customer Service
    • 36. Customer Service
      Live chat customer service on UStream
    • 37. Saves Staff Time
      Fewer customer complaints
      Satisfied customers
      Sales and Service
      Customer Service ROI
      New or improved ideas
      Sales and Service
      http://www.flickr.com/photos/38726791@N06/4067195335/
    • 38. Training: Water Cooler 2.0
      Training and collaboration tools: Internal podcasting, video, bookmarking, collaborative tech
    • 39. Sales and Demand
      Trained Staff
      Training ROI
      Staff input and contribution
      Better products/services
      http://www.flickr.com/photos/38726791@N06/4067195335/
    • 40. Sales and Marketing
      Create external community
    • 41. Sales and Marketing
      Create external community
    • 42. Customer Engagement
      Customer attraction and retention
      Media/mentions
      Sales/Marketing ROI
      Sales
      Customer attraction and retention
      http://www.flickr.com/photos/38726791@N06/4067195335/
    • 43. Case Studies
    • 44. Best Buy: Customer Input
    • 45. Customer Service
    • 46.
    • 47. American Red Cross Social Media
    • 48.
    • 49. This handbook is available to any Red Cross volunteer, employee, and fan at http://sites.google.com/site/wharman/social-media-strategy-handbook
    • 50. Look at their activities all over the world via Flickr geomap
    • 51. Workshop Exercise
      Choose one business function that you want to integrate with social media.
      Identify goals. Discuss options.
    • 52. Key Takeaways!
      Characteristics of the “Social Business”
      Social media integration: concept and implementation ideas
      One idea you will Implement
      Determining Return on Influence/Investment
      http://www.flickr.com/photos/83371160@N00/25928863/
    • 53. What was most useful to YOU?
      http://www.flickr.com/photos/32595872@N02/4195880838/
    • 54. Thanks for the Inspiration! Hat Tips To:
      Olivier Blanchard
      http://www.slideshare.net/thebrandbuilder/olivier-blanchard-basics-of-social-media-roi
      Beth Kanter
      http://www.slideshare.net/kanter/social-media-trainers-bag-of-tricks
      Duct Tape Marketing
      http://www.ducttapemarketing.com/blog/2009/12/29/small-businesses-will-simply-become-more-naturally-social/
    • 55. Debra Askanase
      Social Strategist and Creative Director
      debra@communityorganizer20.com
      www.communityorganizer20.com
      Twitter: @askdebra