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Business Social Media - Central CT SIM Meeting
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Business Social Media - Central CT SIM Meeting


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  • 1. Business Strategies for Social Media Leveraging Persuasive Architecture Presented to Central CT Society for Information Management October, 2011 Michael Rawlins, User Experience Strategist
  • 2. About me...Michael RawlinseBusiness Product Manager at Cigna •Certified Usability Analyst since 2003 •Certified User Experience Analyst (late 2012) •Early adopter of Social Networking •Instructor of: •Usability Testing Methods •Interaction Design Techniques •Persuasive Design Techniques (PET) •Social Networking Strategy 2
  • 3. Why is social media compelling?Shifting Technology Focus... Big Hardware Smaller Hardware Software People! 60’s - mid 70’s mid-70’s - 80’s 90’s Now Social Media... 3
  • 4. Growth Statistics Since 2005 Facebook has Linkedin has reached 800 over 100 million million active profiles... users...http://www.facebook. /press/info.php?statistics com /03/22/linkedin-100-million/ 2011 4
  • 5. Source: 5
  • 6. Social media becoming routine... Becoming routine for many people Communities are becoming mature and diverse in types of subscribers More multi-channel design expected 6
  • 7. Facebook Twitter YouTubeSource: 7
  • 8. What are people doing?Connecting with friends,family and work peersPromoting businesses,causes and interestsRedefining how theycommunicate Source: Pew Research 8
  • 9. Social media roles... Source: Forrester Research 9
  • 10. 10
  • 11. Companies participating...Source: 11
  • 12. Global reach & impact...Source: 12
  • 13. The business drivers need to change! 13
  • 14. Source: 14
  • 15. Form Factor Cognitive Involvement Persuasive DesignSource: 15
  • 16. Persuasion theory...Life = making choicesMore information = more difficult to chooseMore choices available = more difficult to choosePeople have developed semi-automatic reactionsto help make choices 16
  • 17. Prefrontal Cortex @ logic (no!) Controls reasoning and logic 17
  • 18. Amygdala @ emotions (yes!)Semi-automatic reactions 18
  • 19. Influencing people...ReciprocationCommitment & ConsistencySocial ProofAuthorityLikingScarcity 19
  • 20. Social motivatorsRecognition CooperationBelonging CompetitionComparison Social ControlFacilitation Loss AversionPeer Pressure Dissonance 20
  • 21. Leveraging persuasion...Use reciprocity to give things away for free andpeople will returnPeople are inclined to return favors you have done forthemChances are you’re already giving somethingaway for free 21
  • 22. “Freemium” strategies...Free newsletters and RSS FeedsFree tipsFree webinars/podcastFree trial softwareGoal: Ask users/visitors to promote your content inreturn for what they get 22
  • 23. The sub-conscious mind...When something is scarce, people automatically perceive it tobe more valuableScarcity in time is extremely effective (example:limited access to content, previews, etc.)Scarcity in amount is equally effective in gainingusers/visitors attention 23
  • 24. Designing for trust...Authority figures can trigger behaviors... Establishingauthority makes it easy for people to choose you, yourproduct or service offering over the next distractionSocial Proof “People are like sheep!”. The moreinformation we put in front of our users/visitors, the morethey rely on other people’s choices to maketheir own 24
  • 25. Changing behaviors...Commitment/Consistency: the moment peopledecide on something, they start convincingthemselves it’s the right choiceGoal: Leveraging all of these elements as part of aPersuasive Architecture enables smart companies torationalize social media initiatives 25
  • 26. Create, Test, Adjust... http://www.verifyapp.com 26
  • 27. Applied Persuasion... Piano stairs - 27
  • 28. Key Points...This is the age of Person-to-Person-to-Person communication.Provides a B-to-C and B-to-B framework.Many social networks have an underlying design based onpersuasive influence markers like reciprocity, likability andsocial proof.Social networks are redefining how people gain answers toquestions - and accessing news & information. 28
  • 29. You’ll Need to Dig Deeper...Business strategies need to go beyond ‘parity plays’Quantify successes by usability testing (leverage newapplications in the cloud like will come from data-mining and behavioral modelingTreat persuasive architecture just like technical architecture(hire a Persuasion Architect or a User Experience Strategist) 29
  • 30. Questions? 30
  • 31. Thank you! 31