Social Media in Organizations -Limerick Chamber of Commerce - Business Week


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Social Media - integration within the organisation by Stephen Jio, Dell. Presented in Dell Limerick.
For Limerick Business Week by Limerick Chamber of Commerce.

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Social Media in Organizations -Limerick Chamber of Commerce - Business Week

  1. 1. Social Media Integration within the Organisation Business Breakfast – Limerick Chamber – 01/10/13 Stephen Jio - Dell
  2. 2. 2 @stephenjatdell Social Media: enables communication and collaboration internally and externally
  3. 3. 3 Confidential 9/30/2013 The Challenge About Dell • 100,000+ team members globally • Offices on six continents • in 160 countries • 5.4 million customer interactions per day • Providing solutions to Consumers, Commercial, Governments, Education, Medicine…
  4. 4. 4 stephenjatdell 9/30/2013 Social Media 2013
  5. 5. 5 Confidential 9/30/2013 “Social Media is about sociology and psychology more than technology.” – Brain Solis Principal of Altimeter Group
  6. 6. @stephenjatdell6 Product R&D Communications Customer Service Marketing Employees SMaaS A business can be like a puzzle.
  7. 7. @stephenjatdell7 Product R&D Communications External Customer Service Marketing Employee SMaaS Not all pieces interconnect.
  8. 8. @stephenjatdell8 Product R&D Communications External Customer Service Marketing Employee SMaaS Social Media Social Media: connects the business.
  9. 9. @stephenjatdell9 Product R&D Communications External Customer Service Marketing Employee SMaaS Social Media Social Media: facilitates the conversation. “…equally important to use social media internally to facilitate communication between departments, overcome geography, and ultimately to maximize productivity..” –Steve Nicholls, author
  10. 10. Internal Social Media - Chatter @stephenjatdell10 • Accessible for all 100,000+ staff • Over 2,000 subject matter groups • Project management with work flow • Share files and lock view only • Multi-platform (tablet, smartphone)
  11. 11. @stephenjatdell11 61% find it easier to Collaborate 60% find that internal social media demonstrates Innovation 58% find a company that deploys internal social media is one to Trust Employee Social Media network 1 Source: APCO Worldwide and Gagen MacDonald, Survey on the State of the U.S. Workplace as Viewed by America’s Workforce, October 2011.
  12. 12. 12 stephenjatdell 9/30/2013 Dell and Volunteering • More than half of Dell team members globally participate in community service projects • Dell global team members volunteered more than 700,000 hours in their communities last year. • Participation in community service activities with more than 15,000 charities in 60 countries.
  13. 13. 13 stephenjatdell 9/30/2013 Dell Social Innovation Challenge With more than $350,000 in Prizes and Awards, the Dell Social Innovation Challenge identifies and supports promising young social innovators who dedicate themselves to solving the world's most pressing problems with their transformative ideas • In 2012 over 250,000 student from 105 countries created profiles in DSIC • 1,570 innovations were submitted • 400 formal business plans were submitted • Crowdsource voting in preliminary rounds
  14. 14. 14 @stephenjatdell Generating excitement Dell Vlog YouTube channel • Dell Ultrabook Challenge had over a million views in first 48 hours • Over 13 millions views on Vlog • In addition to products • Quarterly results • Community service • Customer Stories
  15. 15. 15 @stephenjatdell Crowdsourcing IdeaStorm: tapping into the collective intelligence of the community • Introduced in 2007 • Over 18,000 ideas submitted • Over ¾ of a million votes • 97,000 comments • +520 ideas implemented
  16. 16. 16 @stephenjatdell 1 to many support DellCares: support outreach • Regional teams provide localised service • Over 3,000+ engagements a week • 11 languages • Proactive and reactive • Positive impact to customer satisfaction: • 45% conversion rate
  17. 17. @stephenjatdell17 9/30/2013 A recent Red Cross survey reveals: • Online news is the 3rd most popular source of information during an emergency • A quarter of the general public would use Social Media to let loved ones know they are safe American Red Cross and Dell Specifically, the Digital Operations Centre helps the Red Cross: • Source additional information from affected areas during emergencies to better serve those who need help; • Spot trends and better anticipate the public’s needs; and • Connect people with the resources they need, like food, water, shelter or even emotional support.
  18. 18. 18 “One of the greatest challenges companies face in adjusting to the impact of social media, is knowing where to start.” Simon Mainwaring
  19. 19. 19 Create a complete strategy that aligns with your Brand. • Define objectives, audience, strategy, and policy • Train Staff for self-empowerment • Listen to the Community • Engage and Act consistent with your brand • Quantify results, tie back in to your objectives @stephenjatdell BUILD EXECUTE Social Media: Build, Execute & Measure MEASURE
  20. 20. @stephenjatdell20 9/30/2013 Policy • Create a policy for Social Media that includes: – Transparency – Accountability – Procedures and Training – Protection of Confidential Information – Reporting and Investigation – Discipline – And above all honesty • Also need to ensure that you have a governance process to support the policy Social Media Policy HR (aligned)Brand (values) PR (input) SMT (sponsor)
  21. 21. 21 @stephenjatdell • Training is essential • Clearly sets out the principles of listening and engaging • Puts processes in place to execute • Principles • Policy • Governance • Allows for ALL employees to participate • Minimises risk and exposure for a company • Also for agencies and contract workers Training
  22. 22. 22 Confidential 9/30/2013 Listening
  23. 23. 23 Confidential 9/30/2013 "We used Twitter as a way to thank volunteers and people who donated to our cause. Anytime we can engage with people who touch us, we do.” Rev. Jeff Putthoff, Executive Director, Hopeworks ‘N Camden Engaging
  24. 24. 24 Confidential 9/30/2013
  25. 25. @stephenjatdell25 “Number of Fans and Followers is NOT a Business Metric – What You Do With Them Is.” – Jeremiah Owyang Measure
  26. 26. "Engaging in honest, direct conversations with customers and stakeholders is a part of who we are, who we've always been." - Michael Dell @stephenjatdell26
  27. 27. Thank you @stephenjatdell ALIENWARE AURORA