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Integrating Social Media Into Business Functions
 

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)

Integrating Social Media Into Business Functions Integrating Social Media Into Business Functions Presentation Transcript

  • Integrating Social Media Into Essential Business Functions
    January 26, 2010
  • 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!
  • 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/
  • 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!
  • What is Social Media, anyway?
    http://www.flickr.com/photos/-bast-/349497988
  • the web as a
    platform
    …for conversation
    http://www.flickr.com/photos/whiteafrican/462282405/
  • Encourages Conversation
  • Utilizes the Power of Weak Ties
    http://www.flickr.com/photos/tierug/3154245590/in/set-72157611999817541/
  • Is Organic and Uncontrolled
    http://www.flickr.com/photos/eelssej_/524781662/
  • Includes Viral Elements
    http://www.flickr.com/photos/kalmirage/1904699001/
  • Communication
    Collaboration
    Multimedia
    Entertainment
    Reviews and Opinions
  • http://www.flickr.com/photos/briansolis/2735401175/
  • The Old Way: Static
  • The New Way Is Dynamic
  • Is Your Company Ready To Be Social?
    http://www.flickr.com/photos/49503180180@N01/3608757486/
  • 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/
  • “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/
  • 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/
  • Trying to Integrate Social Media?
    Everyone receives reports.
    Define ROI expectations ahead of time.
    http://www.flickr.com/photos/40624839@N02/3784049371/
  • 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/
  • Support Organizational Functions
    Product Development:
    research, sentiment, real-time feedback
    http://www.flickr.com/photos/32955500@N08/3084647270/
  • 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/
  • Return on Influence = Efficiency
    Efficiency = Money
    http://www.flickr.com/photos/22799508@N07/3180165241/
  • Concept: Measuring ROI
    Leading to tangible Tangible: Converts to Time and/or
    (Money, sales, hours, activities, etc)
  • Human Resources
    Linkedin Answers
    Search for employees and business partners
    Form a Facebook Group to Recruit employees
  • Human Resources
  • Advertising Expense
    Cost of Retraining
    Human Resources ROI
    Interview and Recruiting Time
    Cost of Hiring Replacements
    http://www.flickr.com/photos/38726791@N06/4067195335/
  • Internal Communication
  • Internal Communication
    Or simply create tags in Delicious. This presentation is tagged “socialbizpreso” and “NBN”
  • 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/
  • 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
  • Product Development
    Friendfeed
    Facebook
    Online forums/niche forums
    Opportunity to task what they want!
    Niche social networks
    Local review sites (Yelp)
    Social bookmarking sites
  • Sales and Demand
    Refine Product Development
    Product Development ROI
    New or improved ideas
    Sales and Service
    http://www.flickr.com/photos/38726791@N06/4067195335/
  • Customer Service
  • Customer Service
  • Customer Service
    Live chat customer service on UStream
  • 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/
  • Training: Water Cooler 2.0
    Training and collaboration tools: Internal podcasting, video, bookmarking, collaborative tech
  • Sales and Demand
    Trained Staff
    Training ROI
    Staff input and contribution
    Better products/services
    http://www.flickr.com/photos/38726791@N06/4067195335/
  • Sales and Marketing
    Create external community
  • Sales and Marketing
    Create external community
  • Customer Engagement
    Customer attraction and retention
    Media/mentions
    Sales/Marketing ROI
    Sales
    Customer attraction and retention
    http://www.flickr.com/photos/38726791@N06/4067195335/
  • Case Studies
  • Best Buy: Customer Input
  • Customer Service
  • American Red Cross Social Media
  • This handbook is available to any Red Cross volunteer, employee, and fan at http://sites.google.com/site/wharman/social-media-strategy-handbook
  • Look at their activities all over the world via Flickr geomap
  • Workshop Exercise
    Choose one business function that you want to integrate with social media.
    Identify goals. Discuss options.
  • 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/
  • What was most useful to YOU?
    http://www.flickr.com/photos/32595872@N02/4195880838/
  • 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/
  • Debra Askanase
    Social Strategist and Creative Director
    debra@communityorganizer20.com
    www.communityorganizer20.com
    Twitter: @askdebra