#1 Align openness with strategic goals 26 Examine your 2010 goals Pick one where open and social can have an impact
#2 Prepare your organization 27 Take reasonable action to fix issue and let customer know action taken Negative Positive Yes Yes No Assess the message Evaluate the purpose Do you want to respond? Does customer need/deserve more info? Unhappy Customer? No Response Yes Are the facts correct? Gently correct the facts Yes No No No Can you add value? DedicatedComplainer? Are the facts correct? Yes Yes No No Yes Respond in kind & share Thank the person Comedian Want-to-Be? Explain what is being done to correct the issue. Is the problem being fixed? Yes No Yes Adapted from US Air Force Comment Policy Let post stand and monitor.
28 “We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express #3 Understand the value
Focus on relationships, not the technologies. Determine how open you need to be achieve your strategic goals. Seek out and support your open leaders. Embrace failure and mistakes – you’ll be making many of them. Summary 31
Open Leadership Awards 32 Case studies due September 10th http://bit.ly/OLawards2010
33 33 Thank you Charlene Li email@example.com charleneli.com/blog Twitter: charleneli For slides, send an email to firstname.lastname@example.org Open Leadership Awards http://bit.ly/OLawards2010