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Measuring for Success: ROI in Enterprise 2.0 and Social Media
 

Measuring for Success: ROI in Enterprise 2.0 and Social Media

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Slides from my talk to Sal Parise's Babson MBA class on October 20, 2012 - Measuring for Success: ROI in Enterprise 2.0 and Social Media.

Slides from my talk to Sal Parise's Babson MBA class on October 20, 2012 - Measuring for Success: ROI in Enterprise 2.0 and Social Media.

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    Measuring for Success: ROI in Enterprise 2.0 and Social Media Measuring for Success: ROI in Enterprise 2.0 and Social Media Presentation Transcript

    • Babson College October 2012 © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Jamie Pappas, Principal & Founder Pappas Advisors jamie@pappasadvisors.com
    • @JamiePappas I’ve been focused on E 2.0 and social media for 7 years now with successes in several areas: Ø  Internal community/Enterprise 2.0 initiatives Ø  External brand-owned community building Ø  External off-domain embassies © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Ø  Notable brands I’ve worked for or with: Ø  EMC, John Hancock, RSA Security, Mozy, Intel, Covidien, Dell, Citi, Fidelity, Medtronic, NetApp, Kronos
    • @JamiePappas So, what are your goals? Ask yourself: Ø  How do they support the your organization’s goals? Ø  How do they tie back to business processes and people? •  Hint: This will help to answer the dreaded ROI question Ø  Are they measurable? Ø  Are they realistic or are they promising the greatest thing since sliced bread? © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Image courtesy of: https://blog.shareaholic.com
    • @JamiePappas Ø  What challenges does the organization face that might be mitigated or alleviated with E 2.0 tools? •  Information/organization silos? •  Lack of expertise knowledge or ability to locate? •  Redundancy of people/processes? Ø  What are some tangible use cases? Ø  What’s all of this going to cost? •  Be honest with budgetary needs •  Consider a “pilot” or “beta” rollout to mitigate up front costs © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Image courtesy of http://www.trisoma.com/trigger-point.html
    • @JamiePappas Ø  Is there anyone in the organization already using collaborative tools? Ø  Is there anyone who’s been asking for these kinds of tools? Ø  Know the people that support open collaboration - make them your friends. Ø  Know the people that do not support open collaboration - make them your friends. Ø  Equip people to be advocates to help build the use cases. Ø  Be open to feedback – don’t have everything already figured out. © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Image courtesy of http://tech.mn
    • @JamiePappas Ø  Do people know how? Ø  Do they know what? Ø  Do they know where? Ø  Do they know why? Ø  Do they know when? Ø  Focus on the things they can do with the tools! Ø  Variety in training is also key: •  Online & in-person training •  Lunch-N-Learns •  •  Podcasts Written & Video tutorials •  Train the trainer © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Image courtesy of http://reviewsbycole.com
    • @JamiePappas “This stuff is not for businesses.” “Social collaboration is not work.” “I don’t have time for this…” “You expect us to pay our employees to socialize?” “Great. One more tool to keep track of…” “This is going to take way too much time to learn.” “I don’t have anything to contribute.” “My boss doesn’t support things like this.” © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Image courtesy of http://3.bp.blogspot.com
    • @JamiePappas Remember: Measures of success MUST tie back to your overall goals. Ø  “Corporate Memory” Ø  Expertise location on a global scale Ø  Reputation management Ø  Provides employees with a “voice” Ø  Break down org/info silos Ø  Innovation and thought leadership Ø  Connect people with people and information Ø  Personal and professional growth © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Image  courtesy  of  h0p://graphics8.ny8mes.com  
    • @JamiePappas Qualitative (more apparent, but doesn’t always carry as much weight) Ø  User engagement Ø  Community feedback/anecdotal stories Ø  Do they miss it when it’s not available? Ø  Is this a part of “everyday” business activities? Quantitative (harder to define, but often the first thing asked for) Ø  Progressive participation – Lurker -> Passive -> Active -> Influencer Ø  Activity and engagement levels Ø  Resonant content Ø  Employee satisfaction surveys Ø  Employee retention rates Ø  Could we work (as well) without it? Ø  Time searching for information Ø  Employee satisfaction Ø  Reducing duplicate efforts/ projects Ø  “Findability” Ø  Number of community members Ø  Listening to and acting on feedback Ø  Cost efficiencies gained Ø  Customer retention rates © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. Ø  Customer satisfaction surveys
    • @JamiePappas @JamiePappas linkedin.com/in/jamiepappas jamie@pappasadvisors.com pappasadvisors.com © Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved. These slides will be available on SlideShare at http://www.slideshare.net/jamiepappas