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Social Engagement and Collaboration.

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Slides from the presentation given at the Hatfield and Milton Keynes Social Media Events in September.

Slides from the presentation given at the Hatfield and Milton Keynes Social Media Events in September.

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Social Engagement and Collaboration. Social Engagement and Collaboration. Presentation Transcript

  • Social Engagement andCollaborationWhy it’s not new and why it’simportant.
  • We wantedto….
  • “Human social networks andcommunities are both well established,robust social structures that pre datetheir online counterparts by a amillennia. Humans naturallygravitate to and desire theinteractions that these structures allow.We want to belong”.Dr Michael Wu
  • Social is a culture, a movement.The technology is largelyirrelevant and will change. Theimperative is to understand thebigger picture, what is happening- the movement. This will allow youto understand how to make the bestof it, regardless of platform. 
  • Takeaway Number One:This is no fad. It is not going away.
  • INNOVATION FEEDBACK INSIGHT NPDLOYALTY COMMUNITY ADVOCACY TRUST OPENESS COLLABORATION
  • The power ofthe crowd
  • Insight
  • Increase Revenue Potential
  • Reduce Costs
  • 100% of support calls through the community No agents or call centresFastest growing telco in the UK Net Promoter score of 73
  • 100% support calls through community No agents or call centresAngry Birds promotional campaign designedby the superfans
  • One Superfan has posted over 45,000 times. Hisanswers to technical questions have been viewedmillions of times giving him a greater reach than thecompanies own advertising campaigns.
  • “The 300% increase in searchengine placement for top keywords – a natural product of their community’s open, dynamic conversation – is itself worth millions”. Hewlett Packard Community
  • If it’s good enough forcustomers…
  • ..it’s good enough for employees too.
  • INNOVATION Marke7ng   HR   FEEDBACK INSIGHT NPDLOYALTY COMMUNITY Product   ADVOCACY Resourcing   Dev   TRUST OPENNESS Sales   COLLABORATION
  • INSIDE OUTSIDE INNOVATION Marke7ng   HR   FEEDBACK INSIGHT NPD COMMUNITY LOYALTY Product   ADVOCACY Resourcing   Dev   TRUST OPENNESS Sales   COLLABORATION
  • Killing the conversation
  • You cant be social on the outside, if you are not on the inside INSIDE OUTSIDE INNOVATION INNOVATION Marke7ng   HR   FEEDBACK Marke7ng   HR   FEEDBACK INSIGHT INSIGHT NPD NPD COMMUNITY LOYALTY COMMUNITY LOYALTY Product   ADVOCACY Resourcing   Product   ADVOCACY Resourcing   Dev   Dev   TRUST OPENNESS TRUST OPENNESS Sales   Sales   COLLABORATION COLLABORATION
  • The Social Business of the futureINSIDE OUTSIDE INNOVATION Publishing   Events   FEEDBACK INSIGHT NPD Employees, Customers, LOYALTY Candidates ADVOCACY Training   Research   TRUST OPENNESS Membership   COLLABORATION
  • Takeaway Number Two: Conversation ..is the new currency
  • “Social media, which consists ofsocial networking sites, content sharingsites, blogs, and micro blogging sites,saw the biggest percentage increase(75 percent) in trust among mediasources.”Edelman Trust Barometer 2012
  • “Smart businesses will take advantage of this dispersion of authority. They will talk to their employees first, and empower them to drive the conversationamong their peers about the company and its role in society.” Edelman Trust Barometer 2012
  • ‘Leadership isabout the storiesthat are toldabout you – bothpositive andnegative. You’ll bejudged by thosestories more thananything you sayor write.”
  • Employer Brand‘Leadership isabout the storiesthat are toldabout you – bothpositive andnegative. You’ll bejudged by thosestories more thananything you sayor write.”
  • “Opening up the water coolerconversation is probably one of thebiggest opportunities in our workinglifetimes to improve businessperformance”Me! February 29th 2012
  • If customers can solve theirown support issues…. ……then surely employees can too?
  • Takeaway Number Three: Social will be as ubiquitous as the internet
  • “We  are  in  the   Compuserve-­‐Prodigy-­‐AOL  stage   of  social  media   evolu<on.    It’s   a@er  Netscape  and  before  Google   in  equivalent   internet  <me.” John Sumser
  • Food for thought…You no longer control access to the technology or content of theconversation so stop trying to. Recognise the huge benefits of opening up the conversation – trust, authenticity, collaboration.The conversations are happening anyway, whether you like itor not. Be part of it rather than just the subject. Social media exposes cracks in your engagement levels, it doesn’t cause them.There is a bigger picture here – social media is simply the power ofthe internet manifesting itself as it matures. But it is here to stay. Social media isnt just a marketing channel - its the biggest opportunity to gain insight into your business since MBWA.
  • Further reading…The Science of Social: Beyond Hype, Likes andFollowersDr Michael Wu The Starfish and The Spider Ori Brafman and Rod A Beckstrom
  • Thanks!Gareth Jones07880 742 581@garelaoswww.linkedin.com/in/garethmjoneswww.thechemistrygroup.comgarethj@thechemistrygroup.com