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Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
Is social media policy a barrier to wider employee customer engagement
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Is social media policy a barrier to wider employee customer engagement

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  • 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/
  • 14.  End of presentation

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