6th CSR ONLINE AWARDS
DIGITAL DISRUPTION
AND THE FUTURE OF CSR
#CSRawards
Milan, 27-28 May 2014
James Osborne - Sveva Pett...
6th CSR ONLINE AWARDS
THE CHANGING NATURE OF RELATIONSHIPS
Inspired by: Talk, Inc.
Groysberg & Slind
(Harvard Business Rev...
6th CSR ONLINE AWARDS
We conducted a practical test writing an email to the contact
information provided online (or feedba...
6th CSR ONLINE AWARDS
• Best practice 1: Collaborate internally with dedicated team and training
• Best practice 2: Keep y...
CSR ONLINE AWARDS SURVEY 2014: KEY FINDINGS
6th CSR ONLINE AWARDS
Lundquist CSR Online Awards Survey
Information
valued
Opinion on
online content
Digital and social
m...
6th CSR ONLINE AWARDS
SURVEY RESPONDENTS
Mainland Europe
Nordic Europe
UK & Ireland
USA & Canada
Rest of the world
18-25
2...
6th CSR ONLINE AWARDS
THE RISE OF SOCIAL MEDIA
6th CSR ONLINE AWARDS
THE RISE OF SOCIAL MEDIA
6th CSR ONLINE AWARDS
THE RISE OF SOCIAL MEDIA
6th CSR ONLINE AWARDS
* Figures refer to
proportion indicating
“likely” or “very likely” to
follow or engage.
6th CSR ONLINE AWARDS
Videos and infographics on the rise
6th CSR ONLINE AWARDS
Top topics for CR or sustainability video
See a case study or project in action
See examples of stra...
6th CSR ONLINE AWARDS
6th CSR ONLINE AWARDS
What frustrates users the most?
Company presents itself only in a positive light ("self-promotional"...
6th CSR ONLINE AWARDS
DIGITAL DISRUPTION
AND THE FUTURE OF CSR
#CSRawards
Milan, 27-28 May 2014
Upcoming SlideShare
Loading in …5
×

Reaching out to engaged connected audiences - James Osborne & Sveva Pettorino

357
-1

Published on

Lundquist hosted the 6th edition of its CSR Online Awards in Milan, part of a unique two-day event to discuss trends in sustainability and recognise top performers in online communications from across Europe.

The event brought together more than 100 participants including sustainability and communications professionals from over 45 companies and organisations. Participants heard from 27 international speakers in three plenary sessions and six workshops.

This presentation was done James Osborne, Head of CSR and Sveva Pettorino, Analyst, at Lundquist.

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
357
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Reaching out to engaged connected audiences - James Osborne & Sveva Pettorino

  1. 1. 6th CSR ONLINE AWARDS DIGITAL DISRUPTION AND THE FUTURE OF CSR #CSRawards Milan, 27-28 May 2014 James Osborne - Sveva Pettorino @jabosborne - Sveva_p Head of CSR - Analyst Lundquist REACHING OUT TO ENGAGED, CONNECTED AUDIENCES: key findings in social & story from the Lundquist CSR Online Awards Survey
  2. 2. 6th CSR ONLINE AWARDS THE CHANGING NATURE OF RELATIONSHIPS Inspired by: Talk, Inc. Groysberg & Slind (Harvard Business Review Press, 2012) 2007-11-05 | 2 INTERACTIVITY Enable a two-way exchange INTENTIONALITY Be clear about the aim & tie it to the strategy FOSTERING “CONVERSATION” INCLUSION Allow participation by all sides INTIMACY Reduce the distance, encourage honesty, go to where your audiences are
  3. 3. 6th CSR ONLINE AWARDS We conducted a practical test writing an email to the contact information provided online (or feedback form), asking for information about how each company handles email enquiries HOW TO MANAGE IN-BOUND EMAIL TRAFFIC? Reply in 24H 18% Reply in 24-48H 7% Reply in 3-7 days 6% Reply after 7-14 days 1% No reply 56% No contact information 11%
  4. 4. 6th CSR ONLINE AWARDS • Best practice 1: Collaborate internally with dedicated team and training • Best practice 2: Keep your enquirer up to date about the response process • Best practice 3: Take care about the quality of information you provide • Best practice 4: Measure your responsiveness • Best practice 5: Think about social media – if you’ve already nailed email • The irony: of all the companies with no contact information, ALL BUT ONE are on social media in connection with CR or sustainability HOW DO THE BEST COMPANIES HANDLE EMAIL?
  5. 5. CSR ONLINE AWARDS SURVEY 2014: KEY FINDINGS
  6. 6. 6th CSR ONLINE AWARDS Lundquist CSR Online Awards Survey Information valued Opinion on online content Digital and social media channels used for dialogue Experts in corporate responsibility (CR), sustainability professionals and other stakeholders
  7. 7. 6th CSR ONLINE AWARDS SURVEY RESPONDENTS Mainland Europe Nordic Europe UK & Ireland USA & Canada Rest of the world 18-25 26-35 36-45 46-55 55+ Less than a year 1-2 years 3-5 years 6-10 years 10+ years Non-corporate Corporate
  8. 8. 6th CSR ONLINE AWARDS THE RISE OF SOCIAL MEDIA
  9. 9. 6th CSR ONLINE AWARDS THE RISE OF SOCIAL MEDIA
  10. 10. 6th CSR ONLINE AWARDS THE RISE OF SOCIAL MEDIA
  11. 11. 6th CSR ONLINE AWARDS * Figures refer to proportion indicating “likely” or “very likely” to follow or engage.
  12. 12. 6th CSR ONLINE AWARDS Videos and infographics on the rise
  13. 13. 6th CSR ONLINE AWARDS Top topics for CR or sustainability video See a case study or project in action See examples of strategy in day-to-day business Hear point of view of stakeholder(s) Get expert opinion on company activities Better understand broader issues relevant to the company Get a strategic overview from company leadership Get employee perspective on CR/sustainability initiatives Get a presentation from head of CR/sustainability I am not interested in video
  14. 14. 6th CSR ONLINE AWARDS
  15. 15. 6th CSR ONLINE AWARDS What frustrates users the most? Company presents itself only in a positive light ("self-promotional") Difficulty in finding performance data (KPIs) Superficiality or brevity of information online compared with formal reports GRI table with no “clickable” links to information Too many formats and channels No possibility to download data in Excel
  16. 16. 6th CSR ONLINE AWARDS DIGITAL DISRUPTION AND THE FUTURE OF CSR #CSRawards Milan, 27-28 May 2014
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×