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Deloitte CrowdIN: Social Media Strategy & Delivery
Deloitte CrowdIN: Social Media Strategy & Delivery
Deloitte CrowdIN: Social Media Strategy & Delivery
Deloitte CrowdIN: Social Media Strategy & Delivery
Deloitte CrowdIN: Social Media Strategy & Delivery
Deloitte CrowdIN: Social Media Strategy & Delivery
Deloitte CrowdIN: Social Media Strategy & Delivery
Deloitte CrowdIN: Social Media Strategy & Delivery
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Deloitte CrowdIN: Social Media Strategy & Delivery

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The Deloitte CrowdIN: Social Media Strategy & Delivery approach translates Business goals into a social media strategy, gives you Audience insights, as well as takes the organizational setup into …

The Deloitte CrowdIN: Social Media Strategy & Delivery approach translates Business goals into a social media strategy, gives you Audience insights, as well as takes the organizational setup into account into implementation plans & roadmap. The Delivery phase tackles Social Media in an integrated approach, linked to your previously set (social media) goals. Lastly; don't forget to manage & grow your social media initiatives.

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  • 1. Deloitte CrowdIn – Social Media Strategy& Delivery<br />Harnessing business opportunities presented by social media<br />Deloitte Consulting – Webstrategy<br />June 2009<br />
  • 2. Deloitte’s point of view: Companies typically adopt social media for three major benefits or themes<br />2<br />2009 CrowdIn – Social Media Strategy & Delivery<br />Enhance customer andpartner relationships<br />Increase (Shareholder) Value<br />1<br />Increase employee productivityand operational efficiencies<br />2<br />Foster creativity, innovation,and collaboration<br />3<br />
  • 3. 3<br />CrowdIn - Social Media Strategy & Delivery, Approach and Deliverables<br />Social Media Strategy<br />Social Media Delivery<br />Audience Insights<br />Implementation Plan<br />Execute<br />Objectives & Goals<br />Manage & Grow<br />Determine characteristics and social media use of target audience<br />Develop a roadmap and business case for embedding Social Media<br />Realize Social Media project(s) and execute the plan<br />Determine contributions of social media to organizational goals<br />Manage the Social Media initiative and develop a growth strategy<br /><ul><li>Develop segmentation / characteristics of target audience (Persona development)
  • 4. Research target audience use of social media
  • 5. Assess current social media activities of organization
  • 6. Assess overallbusiness goals to determine social media objectives (Opex, CI, PL)
  • 7. Create awareness and understanding of Social Media and it’s opportunities and challenges
  • 8. Assess strategic alignment with goals of Social Media (Listening, Talking, Energizing, Supporting, Embracing)
  • 9. Determine existing (social) media activities
  • 10. Develop possible scenario’s for social media use (build, join or ignore?)
  • 11. Develop a business case of social media projects including risks, goals, and metrics
  • 12. Value Effort Prioritization
  • 13. Develop a roadmap
  • 14. Monitor and measure social media activity
  • 15. Analyze and learn from success of the initiative
  • 16. Perform Community Management & Coaching of client with successful use of social media initiative
  • 17. Close down project and launch next social media initiative
  • 18. Determine functional requirements of social media project
  • 19. Develop interaction and graphic design
  • 20. Vendor tool selection
  • 21. Build or configure tool
  • 22. Identify and gather relevant content
  • 23. Implement organizational structure to manage social media project
  • 24. Build awareness and train organization
  • 25. Test and deliver project</li></ul>2009 CrowdIn – Social Media Strategy & Delivery<br />
  • 26. Appendices- Business to Social Media StrategyFramework- Persona examples- ValueEffortPriotization Model & Roadmap<br />4<br />Footer<br />
  • 27. STRATEGY 1: Translate business goals into a social media strategy<br />5<br />Objectives & Goals<br />Example <br />implementation plan<br />Operational Excellence – Supporting<br />Objective<br /><ul><li>Support people/employees to help each other on their working processes
  • 28. Support self-service online</li></ul>Scope and Scale<br />Cases<br /><ul><li>Dell support forum</li></ul>Organize<br />People<br />Process<br />Technology<br /><ul><li>Support forum
  • 29. Q&A as cost reduction
  • 30. Wiki manual of a product
  • 31. Social bookmarking</li></ul>Growth model<br />The Social Media strategy (growth model) encompasses a) Best Practices and b) Implementation Plans (people, process, technology), and is supported with our Wiki-tool<br />2009 CrowdIn – Social Media Strategy & Delivery<br />
  • 32. 6<br />STRATEGY 2: Develop audience Insights with Persona’s<br />Audience Insights<br />Persona’scanbeused to:<br />Visualise target audience<br /><ul><li>In briefings & preparations</li></ul>UnderstandAudienceneeds<br /><ul><li>Different persona’s have different needs</li></ul>MapNeeds to Design/ Functionalities /…<br /><ul><li>Relativescoring
  • 33. Prioritize</li></ul>2009 CrowdIn – Social Media Strategy & Delivery<br />
  • 34. 7<br />Implementation Plan<br />STRATEGY 3: Use Value Effort Prioritization to establish your Roadmap<br />FunctionAssessment<br />Value<br />Effort<br />Prioritize<br />& plan<br />Businesss case<br />Businesss case<br />Businesss case<br />AudienceValue<br />Business value<br />Organiza-tionaleffort<br />( FTE / €)<br />Technicaleffort<br />(FTE / €)<br />2009 CrowdIn – Social Media Strategy & Delivery<br />
  • 35. Please contact usfor more information<br />Consulting<br />Laan van Kronenburg 2<br />1183 AS Amstelveen<br />Patrick Boonstra<br />Senior Consultant Webstrategy<br />Tel + 31 20 454 7500<br /> Mobile: +31 6 1234 4965<br />pboonstra@deloitte.nl<br /> Member of<br />Deloitte Touche Tohmatsu<br />Consulting<br />Laan van Kronenburg 2<br />1183 AS Amstelveen<br />Martin Kloos<br />Consultant Webstrategy<br />Tel + 31 20 454 7500<br /> Mobile: +31 6 2025 2468<br />mkloos@deloitte.nl<br /> Member of<br />Deloitte Touche Tohmatsu<br />Consulting<br />Laan van Kronenburg 2<br />1183 AS Amstelveen<br />Lucien van Eck<br />Director Webstrategy<br />Tel + 31 20 454 7500<br /> Mobile: +31 61 100 3986<br />lvaneck@deloitte.nl<br /> Member of<br />Deloitte Touche Tohmatsu<br />Consulting<br />Laan van Kronenburg 2<br />1183 AS Amstelveen<br />Laurens van Wonderen<br />Senior Manager Webstrategy<br />Tel + 31 20 454 7500<br /> Mobile: +31 65 585 3454<br />lvanwonderen@deloitte.nl<br /> Member of<br />Deloitte Touche Tohmatsu<br />8<br />2009 CrowdIn – Social Media Strategy & Delivery<br />

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