2. The evolving face of social media

4. Forcing change Social media can’t be ignored The presence of social media makes the ‘grapevine’ more visible and more effective Social media opens up dialogue that management can’t ignore Social media provides more effective communications channels than the traditional channels favoured by management

5. Facilitating change Social media is ‘real time’ and has spontaneity. This can be harnessed. Social media breaks down hierarchies Social media puts pressure on ‘command driven’ management. It creates opportunities for ‘input’ and ‘questioning’ at different management levels and across organisational silos.

6. Corporate culture How an organisation responds to social media is a reflection of culture How risks are perceived and managed is a reflection of culture The extent of real risk is a reflection of corporate culture The corporate culture may be a greater risk than social media

7. Dealing with the social media explosion Be alert! Monitor. A plethora of ‘suggestion boxes’. ‘Publish and be damned’ Pre-emptive action Matching the corporate culture .... or not

8. Risk management Identify areas of risk. They vary between organisations. Ever expanding legal issues The policy environment Corporate brand and image Private vs corporate social media Reducing risk by being pro-active

9. Private social media ... admitted to posting pictures of 3 victims involved in accidents his ambulance service responded to. Two people who were injured and one man that didn’t survive. But sources tell us there were more pictures of other victims from the small community. Snow says he didn’t intend to hurt anyone, and says he didn’t identify anyone in the picture, only showing a close shot of the victims injuries. XXXX, “But do you see in a small community how someone could probably put two and two together?” And they did, families of some of the victims had already caught word of the graphic pictures of their loves ones before we were on the story. http://mycrimespace.com

10. Private social media CLINTON-HICKMAN COUNTY, Ky. — The Clinton-Hickman County Ambulance Service fired ... one day after he was beaten up for allegedly posting pictures online of a local teenager's fatal car crash. More than 100 people cheered when the agency's board announced the paramedic's termination Tuesday night. http://www.emtlife.com

11. Private social media If your service doesn’t currently have a protocol governing scene photography by employees, it should. The protocol should state that all photography will be done with equipment owned by the service and pursuant to its service protocols. Providers shouldn’t take still or video photography on their private cell phones because these devices are carried with them when they leave their shift for the day. http://www.jems.com

12. Reducing risk by being pro-active Look for communication gaps. Who is not receiving communications? Who would like to communicate and currently can’t? Don’t view social media in isolation. Look for ways to have different communications channels support each other. The relationship between social media and video/multimedia.

13. The information revolution Is there really an information revolution Is it all about ‘information’ Information dispersal is not ‘communications’ Is social media part of a ‘communications revolution’?

14. Is there really an information revolution? Some evidence e.g. volume of emails Information overload vs. business process overload Is it information overload or just poor information management? The three-way relationship –information, technology and culture

15. A closer look at the information revolution Culture – ‘more work’, staffing levels, lack of control over new initiatives, centralised control, the communications ‘cascade’ Behaviour – lack of targeting, misuse of emails, version control Technology –destruction of the ‘shut door’, poor introduction of new technologies, all intranets are bad

16. Social media – solution to information overload Social media helps highlight poor culture and creates pressure for cultural change Social media can bypass old approaches to technology Social media requires and fosters collegial, collaborative and ‘open’ behaviours