1. Going Social:
Discovering
Enterprise Social
Media Touch
Points
Social Media Performance Group
Robbie Johnson
Mike Ellsworth
Ken Morris

2. Social Media in Business
• Typical Social Media Application Areas:
– Marketing
– Branding Find
– Sales
Be
Listen
Found
Enterprise
Grow
Engage
Business
Influence
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

3. Social Media in the Enterprise
• Other Great Places to Use Social Media:
– Customer Service
– Product Development
– Employee Engagement
– Knowledge Management
– Crisis Communications
– Marketing Research
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

4. Social Media in the Enterprise
• Customer Service
– Comcast uses Twitter to move customer support toward
real-time
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

5. Social Media in the Enterprise
• Product Development
– Dell listened to their online community, created a Linux
product
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

6. Social Media in the Enterprise
• Employee Engagement
– BestBuy’s WaterCooler has had 1.5M posts over 2 years,
10,000 employees a week using
Fortune 500 Companies with Engaged Employees Report:
$80,000–120,000
additional revenue
per month
Recruitment
Growth in costs 55% lower $3,800
employee
productivity
more profits
$18,600 per employee
more market value
per employee
Higher Higher
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
profitability customer loyalty

7. Social Media in the Enterprise
• Knowledge Management
– IBM develops technology solutions three times faster
using social media knowledge management
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

8. Social Media in the Enterprise
• Crisis Communications
– Domino’s Pizza YouTube video response from president:
650,000 views, 7,000 comments.
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

9. Social Media in the Enterprise
• Marketing Research
– Fiskars created a social media community – got 70 good
product ideas within 12 hours
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

10. External and Internal Strategies
Externally Facing
Internally Facing
Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved

11. No Tools Before Rules™

12. Enterprise Social Media Framework™
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved

13. Slides
• Get these slides at:
bit.ly/bkaSlg
Visit us at bit.ly/smperformance
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved

14. Homework
• Take the Social Media Performance Group's Social
Media Readiness Survey
bit.ly/smsurvey
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved

15. Thank You!
• You are welcome to connect with me:
– Mike Ellsworth
– Twitter: @smpgcom
– LinkedIn: www.LinkedIn.com/in/MikeEllsworth
– Facebook: www.facebook.com/MichaelJEllsworth
– bit.ly/smperformance
– mellsworth@socialmediaperformancegroup.com
– 952-373-1006
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved