Integrating Social Media Into Business Functions


Published on

Social media is not just for marketing and sales! Social media tools and platforms also offer businesses opportunities to increase ROI in the areas of human resources, training, customer service,and internal communications. This slide show offers specific examples of how companies are integrating social media into business functions. Please add your comments as well!

Published in: Business, Education
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • Collaboration: Wikipedia, wikis, social bookmarkingMultimedia: photo sharing, video sharing, art sharing, livecasting, podcastingEntertainment: virtual worlds, online gamingReviews and opinions: product reviews, service or entertainment reviews (amazon, yelp epinions, eluna) and Q&A (yahoo answers, linkedin answers)
  • Integrating Social Media Into Business Functions

    1. 1. Integrating Social Media Into Essential Business Functions<br />January 26, 2010<br />
    2. 2. About the Presenter<br />Professional:former executive director, nonprofit exec, business consultant, and teacher. <br />Strategic perspective: business consultant, campaign director, social strategist.<br />It’s all about strategy for me.<br />B.A.Emory University<br />M.B.A. Bar Ilan University<br />…and I LOVE research!<br />
    3. 3. Key Takeaways! <br />Characteristics of the “Social Business”<br />Social media integration: concept and implementation ideas<br />One idea you will Implement<br />Determining Return on Influence/Investment <br /><br />
    4. 4. Post-Workshop Opportunities<br />Find All Workshop Resources mentioned at Delicious, with the tags “socialbizpreso” + “NBN”<br /><br /> (feel free to continue to add to this list)<br />Take away one idea from the workshop that you will implement!<br />
    5. 5. What is Social Media, anyway?<br /><br />
    6. 6. the web as a<br />platform <br />…for conversation<br /><br />
    7. 7. Encourages Conversation<br />
    8. 8. Utilizes the Power of Weak Ties<br /><br />
    9. 9. Is Organic and Uncontrolled<br /><br />
    10. 10. Includes Viral Elements<br /><br />
    11. 11. Communication<br />Collaboration<br />Multimedia<br />Entertainment<br />Reviews and Opinions<br />
    12. 12.<br />
    13. 13. The Old Way: Static<br />
    14. 14. The New Way Is Dynamic<br />
    15. 15. Is Your Company Ready To Be Social? <br /><br />
    16. 16. Some Considerations:<br />Number of levels of approval<br />Degree of employee trust<br />Willingness to listen <br />How open is the company to change?<br /><br />
    17. 17. “The Culture of Social”<br />Interest in Listening<br />Belief in Transparency<br />Willing to Take Risks<br />Ability to Respond Quickly<br />Belief in Stakeholder Engagement<br /><br />
    18. 18. Trying to Integrate Social Media? <br />Create a social media team <br />Decision makers on team<br />But…train the entire staff. No silos!<br /><br />
    19. 19. Trying to Integrate Social Media? <br />Everyone receives reports. <br />Define ROI expectations ahead of time.<br /><br />
    20. 20. Support Organizational Functions<br />Human Resources:<br />recruiting, retention, job descriptions<br />Internal Communications<br />collaboration, communication, resource sharing<br />Collaborative Training:<br />tools, processes, information-sharing<br /><br />
    21. 21. Support Organizational Functions<br />Product Development:<br />research, sentiment, real-time feedback<br /><br />
    22. 22. Support Organizational Functions<br />Customer Service:<br />Real-time reactions, listening, community feedback and support<br />Sales/Marketing:<br />engagement, lead generation, sales cycle development<br /><br />
    23. 23. Return on Influence = Efficiency<br />Efficiency = Money<br /><br />
    24. 24. Concept: Measuring ROI<br />Leading to tangible Tangible: Converts to Time and/or<br />(Money, sales, hours, activities, etc)<br />
    25. 25. Human Resources<br />Linkedin Answers<br />Search for employees and business partners<br />Form a Facebook Group to Recruit employees <br />
    26. 26. Human Resources<br />
    27. 27. Advertising Expense<br />Cost of Retraining<br /> Human Resources ROI<br />Interview and Recruiting Time<br />Cost of Hiring Replacements<br /><br />
    28. 28. Internal Communication<br />
    29. 29. Internal Communication<br />Or simply create tags in Delicious. This presentation is tagged “socialbizpreso” and “NBN”<br />
    30. 30. Cost of Lost Time<br />More efficient use of time<br /> Internal Communications ROI<br />Sales and Service<br />Better ideas<br /><br />
    31. 31. Product Development <br />I love using <br />my flip phone <br />Look at real-time sentiment platforms!<br />Friendfeed<br />Facebook<br />Online forums/niche forums<br />Niche social networks<br />Local review sites (Yelp)<br />Social bookmarking sites<br />
    32. 32. Product Development <br />Friendfeed<br />Facebook<br />Online forums/niche forums<br />Opportunity to task what they want!<br />Niche social networks<br />Local review sites (Yelp)<br />Social bookmarking sites<br />
    33. 33. Sales and Demand<br />Refine Product Development<br /> Product Development ROI<br />New or improved ideas<br />Sales and Service<br /><br />
    34. 34. Customer Service<br />
    35. 35. Customer Service<br />
    36. 36. Customer Service<br />Live chat customer service on UStream<br />
    37. 37. Saves Staff Time<br />Fewer customer complaints<br />Satisfied customers<br />Sales and Service<br /> Customer Service ROI<br />New or improved ideas<br />Sales and Service<br /><br />
    38. 38. Training: Water Cooler 2.0<br />Training and collaboration tools: Internal podcasting, video, bookmarking, collaborative tech<br />
    39. 39. Sales and Demand<br />Trained Staff<br /> Training ROI<br />Staff input and contribution<br />Better products/services<br /><br />
    40. 40. Sales and Marketing<br />Create external community<br />
    41. 41. Sales and Marketing<br />Create external community<br />
    42. 42. Customer Engagement<br />Customer attraction and retention<br />Media/mentions<br /> Sales/Marketing ROI<br />Sales <br />Customer attraction and retention<br /><br />
    43. 43. Case Studies<br />
    44. 44. Best Buy: Customer Input<br />
    45. 45. Customer Service<br />
    46. 46.
    47. 47. American Red Cross Social Media<br />
    48. 48.
    49. 49. This handbook is available to any Red Cross volunteer, employee, and fan at<br />
    50. 50. Look at their activities all over the world via Flickr geomap<br />
    51. 51. Workshop Exercise<br />Choose one business function that you want to integrate with social media. <br />Identify goals. Discuss options.<br />
    52. 52. Key Takeaways! <br />Characteristics of the “Social Business”<br />Social media integration: concept and implementation ideas<br />One idea you will Implement<br />Determining Return on Influence/Investment <br /><br />
    53. 53. What was most useful to YOU?<br /><br />
    54. 54. Thanks for the Inspiration! Hat Tips To:<br />Olivier Blanchard<br /><br />Beth Kanter<br /><br />Duct Tape Marketing<br /><br />
    55. 55. Debra Askanase <br />Social Strategist and Creative Director<br /><br /><br />Twitter: @askdebra<br />