1. XeeMe.com/Peter FinneyIS SOCIAL MEDIA POLICY A BARRIER TOWIDER EMPLOYEE CUSTOMER ENGAGEMENT ?
2. Peter Finney Currently lives in the UK Worked globally over 27 years Strategic consultant A thinker, innovator, technologist Helping customers realise business value from emerging products and technology XeeMe.com/peterfinney
3. Social Media todayThe lines between public and private, personal and professional are becoming blurred on social networks
4. Companies Fear Allowing employees to engage in dialogue with their customers on social media What if they engage in discourse, rumours or speculation, are unethical, personal insults, obscenity, topics that may be considered offensive or inflammatory etc.
5. Impact This could lead to Viral negative sentiment Potentially wiping out the company reputation Damaging the brand Compliance and lawful issues Security breaches and for the employee Loss of employment Legal ramifications
6. How do they act Companies either stand back and just listen to the social media channels only allow a few approved employees to engage in customer dialogue via social media marketing/PR, contact centre
7. Bring in Policy / Guidelines Adopt guidelines for social networking sites Some examples compiled by the Social Media Academy http://www.socialmedia- academy.com/index.php/resources/social-media- guide-lines/
8. BUT Do guidelines stop Humanerror ? NO !
9. Barrier to wider engagement? Are our employees now fearful of doing the wrong thing ? Does this drive them to stand back and in some cases not engage in customer dialogue at all via social media
10. What about TRUST ? Would a doctor mention a patients personal details on-line or discuss a medical case anonymously
11. Would Recommendations work? A course of action that is advisable Can we manage potential mistakes by monitoring and correcting on-line errors? Build recommendations with our employees “Let them learn by their mistakes” Would this drive wider employee engagement with our customers ?
12. Wide Employee ECO system Is the social voice of our company only a few employees ? Some will gel other not with customers Are we missing the untapped social network reach and sales potential of our employee base
13. What do you think ? Check out the Blog and comment … http://peterfinney.wordpress.com/2011/11/27/soci al-media-policy-is-this-a-barrier-to-wider- employee-customer-engagement/