Social Media Starts With YOU

Social Media Starts With You Presented by Leslie Poston June 2010 #awareyou

Stop Tripping Over The Tools

The Tools Aren’t New. Just Different.

JAN 16 1978This was the day that social networking was born.All of today’s social networks are descendants ofCBBS (Computerized Bulletin Board System),created in two weeks by Ward Christensen andRandy Suess. It enabled members of the ChicagoArea Computer Hobbyists Exchange to post andview notices on an electronic bulletin board,effectively becoming the world’s ﬁrst on-linecommunity.Research study: “Social Network Hierarchies andtheir Impact on Business”Sample: 2322 persons ages 6-54

Leave “Social” Stumbling Blocks BehindThink: ADAPTIVE MEDIA

FLEXYour Day to Day Business

Leave Silos Behind

Fluid & OpenInfrastructure

Road Map ToA Strong, FlexibleBusiness

Top Down Integration

CEO Buy-In• 59% CEOs say social tools help them innovate and compete• 91% of Inc. 500 companies surveyed in 2009 use at least one social tool at CEO level, up from 77% in 2008• One reason for buy-in given by CEOs: future crisis management credibility• Disconnect: 54% of CIOs still prohibit use of social at work

Department Leads• Customer Service and Sales Departments lead use of corporate social• Where is HR? Legal? More?• Address Issues (Privacy, Disclosure, Legalities, Decision Making)

Employee Level • Employees can be your greatest resource • Use reciprocal mentoring to bridge gaps with management • Empower • Trust • Guide

COMMUNICATION Key To Success

Internal Foundation 3 Departments = Good MORE = BETTER

Who Should Be Involved? Marketing Customer Service Sales C-Suite LegalHuman Resources

Back Ofﬁce SocialIntegrating social tools into the back ofﬁce can help you set the stage for success in the social public eye. It’s OK to practice.

Empower Your Team

• Adapt • Communications• Answer • Guidelines• Solve • Focus• Map • Fluidity• Tools

The Customer Is NOT Always Right (but how you treat them still matters)

• Cross Train• Checkpoints• Sometimes, Answer = No• Follow Through• Follow Up

Adaptive Infrastructure

Time Tools Guidelines Critical Thinking Consequence Reward Remember:The Trickle Down Method Isn’t Enough. Educate Staff At All Levels.

Teach How To Listen

By 2020, 84% of marketers agree that building customer trust will becomemarketing’s primary objective, and 82% agree that collaboration withcustomers will prevail over marketing.~1to1 Media survey of the 1to1 Xchange panel, April 2008I would argue that this day is already here

"The illiterate of the 21st century will notbe those who cannot read and write, butthose who cannot learn, unlearn, andrelearn" ~Alvin Tofﬂer

Leslie Poston, Magnitude Media @leslie or @magnitudemedia on Twitter 800•501•4049 phone | 928•438•5038 fax leslie@magnitudemedia.net Co-Author: Twitter for Dummies (Wiley, 2009+) Contributor: Social Media ProBook (Eloqua) Author: Grande Guide to Social Advertising (Eloqua) Author: Social Media Metrics for Dummies (Wiley, 2012) If you enjoyed my presentation, won’t you recommend me on LinkedIn? http://linkedin.com/in/leslieposton Connect with Magnitude Media’s pages also: http://www.linkedin.com/company/magnitude-media http://facebook.com/magnitudemedia http://magnitudemedia.net©Leslie Poston, All Rights Reserved

Social Media Starts With YOU

by Leslie Poston on Jun 24, 2010

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Social Media Starts With YOU — Presentation Transcript