Social Business Practice


Published on

Principles when embedding social business practice as shared at #Shuffle13

Published in: Technology, Business
1 Comment
No Downloads
Total Views
On Slideshare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Social Business Practice

  1. 1. @TiffanyStJames Embedding Social Business Practice 40 seconds of twitter mentions Http://
  2. 2. So, we’re all pretty aware of this, right? @TiffanyStJames
  3. 3. @TiffanyStJames Social vs traditional media
  4. 4. 1) Power in lobbyists and consumer hands @TiffanyStJames…so have a social media crisis plan
  5. 5. 2) The indelible record of messing up in public …so have guidance, train staff and plan for, and mitigate errors @TiffanyStJames
  6. 6. 3) Twitter is the newswire Jan 09: Hudson river landing: first twitter-broken story @TiffanyStJames …so be plugged in to what people are saying about your brand and your industry
  7. 7. …and you might not like what it says …so add value @TiffanyStJames
  8. 8. 4) Listen and optimise Listen with intent and act swiftly @TiffanyStJames
  9. 9. 5) Trust in individuals Edelman Trust Barometer 2013 here @TiffanyStJames
  10. 10. @TiffanyStJames 6 uses of social media in business
  11. 11. 1) HR @TiffanyStJames
  12. 12. 2) PR @TiffanyStJames
  13. 13. 3) Direct Sales @TiffanyStJames
  14. 14. 4) Customer service @TiffanyStJames
  15. 15. 5) Business Intelligence @TiffanyStJamesDefine the tools you use by your objectives
  16. 16. 6) Internal comms @TiffanyStJames
  17. 17. @TiffanyStJames Considerations on embedding social business practice
  18. 18. Informing your social business strategy… What social can deliver for the business Current KPIs Digital Strategy Business Objectives •Benchmark•Best Practice •What works•Current social footprint Your Business Competition Similar Industry Other Industries What social CAN deliver for the business What social IS delivering for you, for your competitors, and industry What people and tech capabilities DO you have @TiffanyStJames
  19. 19. Transtheoretical Model of Behaviour Change Pre-contemplation Contemplation Preparation Action Maintenance Raise awareness Combat disengagement Increase relevance Provide solutions Facilitate action Reinforce Maintain Generate advocacy Peer feedback @TiffanyStJamesProchaska and DiClimente
  20. 20. Decide the right structure @TiffanyStJames
  21. 21. A word on governance… Code of Conduct • The behavioural wish list Policy • Purpose • Principles • Statement of ethics • Context for organisation • Professional and personal use Guidance • How we use platforms here @TiffanyStJames
  22. 22. Rebuttal & Mitigation • Ownership, with clear roles and responsibilities still key • Mainstream media has a vital role • People want clear, straightforward information • Speed • Social media is driven by trust in people, rather than organisations • The audience have the tools to investigate, record, publish and mobilise now Same Different Source: The Social Simulator
  23. 23. Sometimes you’ll need to be two-faced Be a pedant for analytics Love your customers @TiffanyStJames
  24. 24. Surprise and delight your customers @TiffanyStJames People will forget what you said, people will forget what you did, but people will never forget how you made them feel. - Maya Angelou
  25. 25. Thank you! Social Media Strategist Tiffany St James @TiffanyStJames @tiffanystjames tiffanystjames
  26. 26. Embedding digital and social media capability in organisations
  1. A particular slide catching your eye?

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