0
The 10-Step
  Process
SCOTT KLOSOSKY

   Organization vs. Chaos
          Lots of people using
         Social Tech without any
         rules o...
Create an analysis of the organization’s current social media
presence
 •
    Number of followers – Who are they?
 •
    N...
SCOTT KLOSOSKY
Analysis & Goal Development
Create an analysis of the organization’s current social media
presence
 •
    N...
Identify personnel in various operating
groups that will own responsibilities for
implementation, training, and usage – if...
SCOTT KLOSOSKY
Identify Evangelists and Select
                 the Team
       Identify personnel in various operating
  ...
Comprehensive standards policy completed
 • Approved social media platforms/vendors for
 standards

 • Personnel responsib...
SCOTT KLOSOSKY
      Internal Governance and
               Policies
Comprehensive standards policy completed
 • Approved ...
Develop unique river of
information into the minds of
the salespeople
 • Provide the standard tools and
 sources

 Develop...
SCOTT KLOSOSKY
Integration With Sales Process
          Develop unique river of
         information into the minds of
   ...
Research current state of online
presence, then develop goals you would
like to reach by using ORM

 Implement a listening...
SCOTT KLOSOSKY

Online Reputation Management
  Research current state of online
 presence, then develop goals you would
 l...
Who owns the responsibility?

Market Research uses

Sales support uses

Knowledge work outsourcing

Creative work outsourc...
SCOTT KLOSOSKY

  Crowdsourcing Strategies

Who owns the responsibility?

Market Research uses

Sales support uses

Knowle...
• ROI Dashboard created
    (1) Increase in sales

    (2) Increase connections

    (3) Increase quality of content

    ...
SCOTT KLOSOSKY
Measurement and ROI Process
 • ROI Dashboard created
     (1) Increase in sales

     (2) Increase connecti...
Standards Document Created
• Web based communication tools
• Platform tools
• Search tools
• Dashboards – (netvibes.com)
•...
SCOTT KLOSOSKY
Assembling and Approving
         Tools
  Standards Document Created
  • Web based communication tools
  • ...
Identifying three to five
pilot projects that are in
context with the goals
stated above

 Assign responsibility for
pilot ...
SCOTT KLOSOSKY
   Developing Pilot Projects
 Identifying three to five
pilot projects that are in
context with the goals
st...
Identifying security
dangers

  Providing security
training

 Monitoring usage and
creating policies

 Regulatory
complian...
SCOTT KLOSOSKY

Social Tech Security and Usage
    Identifying security
   dangers

     Providing security
   training

 ...
Programs and usage that
are consistent with the
organizational strategy
 A testing program that
teaches the organization
h...
SCOTT KLOSOSKY

       Desired Outcomes
          Programs and usage that
         are consistent with the
         organi...
Social Tech - 10 Step Process
Social Tech - 10 Step Process
Social Tech - 10 Step Process
Upcoming SlideShare
Loading in...5
×

Social Tech - 10 Step Process

619

Published on

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
619
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
28
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Transcript of "Social Tech - 10 Step Process"

    1. 1. The 10-Step Process
    2. 2. SCOTT KLOSOSKY Organization vs. Chaos Lots of people using Social Tech without any rules or guidelines Many of them using varying tools Total lack of organizational integration into the overall strategy
    3. 3. Create an analysis of the organization’s current social media presence • Number of followers – Who are they? • Number of Contacts – Who are they? • Desired conversion to Website percentage? • Desired conversion to sales percentage? • Branding goals? • Communication goals? (e.g. will it be used for customer service? Marketing? Relationship building? Document measurable goals for the use of social tech (Sample goal list below) • Build awareness for your company • Increase sales • Increase customer leads • Establish thought leadership • Use social media as a customer service platform and/or provide product support for customers • Collect feedback on existing or potential products and services • Provide a means in which customer evangelists can connect Listening/Research • Survey internal team and external stakeholders in order to gain hard evidence of usage trends
    4. 4. SCOTT KLOSOSKY Analysis & Goal Development Create an analysis of the organization’s current social media presence • Number of followers – Who are they? • Number of Contacts – Who are they? • Desired conversion to Website percentage? • Desired conversion to sales percentage? • Branding goals? • Communication goals? (e.g. will it be used for customer service? Marketing? Relationship building? Document measurable goals for the use of social tech (Sample goal list below) • Build awareness for your company • Increase sales • Increase customer leads • Establish thought leadership • Use social media as a customer service platform and/or provide product support for customers • Collect feedback on existing or potential products and services • Provide a means in which customer evangelists can connect Listening/Research • Survey internal team and external stakeholders in order to gain hard evidence of usage trends
    5. 5. Identify personnel in various operating groups that will own responsibilities for implementation, training, and usage – if appropriate, assemble a Social Tech Team that will meet regularly Scott Klososky (or internal specialist) provides a Social Tech 101 Presentation to Core Team Examples of governance policy, measurements, action plans and goals Review of Best Practices for Social concepts and tools Review of current online presence status
    6. 6. SCOTT KLOSOSKY Identify Evangelists and Select the Team Identify personnel in various operating groups that will own responsibilities for implementation, training, and usage – if appropriate, assemble a Social Tech Team that will meet regularly Scott Klososky (or internal specialist) provides a Social Tech 101 Presentation to Core Team Examples of governance policy, measurements, action plans and goals Review of Best Practices for Social concepts and tools Review of current online presence status
    7. 7. Comprehensive standards policy completed • Approved social media platforms/vendors for standards • Personnel responsibilities/goals • Content restrictions • Organizational voice • Rules for combined personal/business use (e.g. can content be combined on company Facebook page or Twitter stream) • In what departments will it be used? How will it be used? Develop HR method for delivering policy to team members Roll-out established plan – internal training • How is training done? • Who does the training? • How is proficiency measured?
    8. 8. SCOTT KLOSOSKY Internal Governance and Policies Comprehensive standards policy completed • Approved social media platforms/vendors for standards • Personnel responsibilities/goals • Content restrictions • Organizational voice • Rules for combined personal/business use (e.g. can content be combined on company Facebook page or Twitter stream) • In what departments will it be used? How will it be used? Develop HR method for delivering policy to team members Roll-out established plan – internal training • How is training done? • Who does the training? • How is proficiency measured?
    9. 9. Develop unique river of information into the minds of the salespeople • Provide the standard tools and sources Develop the connection methods with customers/ clients/members • What are the best tools for the connection? • What is the recipe for the flow of information? • How can you drive eWord of mouth?
    10. 10. SCOTT KLOSOSKY Integration With Sales Process Develop unique river of information into the minds of the salespeople • Provide the standard tools and sources Develop the connection methods with customers/ clients/members • What are the best tools for the connection? • What is the recipe for the flow of information? • How can you drive eWord of mouth?
    11. 11. Research current state of online presence, then develop goals you would like to reach by using ORM Implement a listening process: internal process for monitoring what people are saying about your organization Implement an engagement process: Response Action Plan How do we respond, what rules to handle negative and positive comments, who responds, what is our policy Implement an ORM measurement process: How often mentioned? What is the sentiment ratio?
    12. 12. SCOTT KLOSOSKY Online Reputation Management Research current state of online presence, then develop goals you would like to reach by using ORM Implement a listening process: internal process for monitoring what people are saying about your organization Implement an engagement process: Response Action Plan How do we respond, what rules to handle negative and positive comments, who responds, what is our policy Implement an ORM measurement process: How often mentioned? What is the sentiment ratio?
    13. 13. Who owns the responsibility? Market Research uses Sales support uses Knowledge work outsourcing Creative work outsourcing
    14. 14. SCOTT KLOSOSKY Crowdsourcing Strategies Who owns the responsibility? Market Research uses Sales support uses Knowledge work outsourcing Creative work outsourcing
    15. 15. • ROI Dashboard created (1) Increase in sales (2) Increase connections (3) Increase quality of content (4) Increase Web traffic Social Tech campaign ROI analysis • What do you measure to ensure progress? • How do you gather analytics? • Who owns the process of ROI results being published to the team?
    16. 16. SCOTT KLOSOSKY Measurement and ROI Process • ROI Dashboard created (1) Increase in sales (2) Increase connections (3) Increase quality of content (4) Increase Web traffic Social Tech campaign ROI analysis • What do you measure to ensure progress? • How do you gather analytics? • Who owns the process of ROI results being published to the team?
    17. 17. Standards Document Created • Web based communication tools • Platform tools • Search tools • Dashboards – (netvibes.com) • Web based monitoring tools • Research tools • Filtering tools Listening tools
    18. 18. SCOTT KLOSOSKY Assembling and Approving Tools Standards Document Created • Web based communication tools • Platform tools • Search tools • Dashboards – (netvibes.com) • Web based monitoring tools • Research tools • Filtering tools Listening tools
    19. 19. Identifying three to five pilot projects that are in context with the goals stated above Assign responsibility for pilot projects to specific Social Tech team members Document each pilot project on a syllabus that states the specific actions that are to be tested Implement pilot projects, review, adjust, and repeat.
    20. 20. SCOTT KLOSOSKY Developing Pilot Projects Identifying three to five pilot projects that are in context with the goals stated above Assign responsibility for pilot projects to specific Social Tech team members Document each pilot project on a syllabus that states the specific actions that are to be tested Implement pilot projects, review, adjust, and repeat.
    21. 21. Identifying security dangers Providing security training Monitoring usage and creating policies Regulatory compliance
    22. 22. SCOTT KLOSOSKY Social Tech Security and Usage Identifying security dangers Providing security training Monitoring usage and creating policies Regulatory compliance
    23. 23. Programs and usage that are consistent with the organizational strategy A testing program that teaches the organization how to use these tools in progressive ways Measurement systems so that lessons can be learned, and ROI can be achieved Less chaos, more direction
    24. 24. SCOTT KLOSOSKY Desired Outcomes Programs and usage that are consistent with the organizational strategy A testing program that teaches the organization how to use these tools in progressive ways Measurement systems so that lessons can be learned, and ROI can be achieved Less chaos, more direction
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×