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Job Satisfaction With Social Media


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How to use social media as an internal communication tool to maximize job satisfaction and employee engagement. Includes theory of staff engagement and statistics on social media use. Original RW(x3) social media strategy model.

Job Satisfaction With Social Media

  1. 1. Engaging internal users for top results Darren Whitelaw Department of Justice @ darrenwhitelaw Unless indicated otherwise, content in this presentation is licensed: <ul><ul><li>Website Redesign: Managing and Working with Social Media </li></ul></ul><ul><li>Tuesday, 8 December 2009 </li></ul>
  2. 2. Strap yourselves in, there’s plenty to talk about… <ul><li>Zombies </li></ul><ul><li>Social media fad </li></ul><ul><li>What to pack </li></ul><ul><li>Appointing ambassadors </li></ul><ul><li>Building and maintaining relationships </li></ul><ul><li>Trips and pitfalls </li></ul><ul><li>Questions. </li></ul>
  3. 3. Let’s start with a quick show of hands…
  4. 4. Internal communication these days is all about staff engagement <ul><li>A new term for ‘job satisfaction’ </li></ul><ul><ul><li>Work with passion </li></ul></ul><ul><ul><li>Feel proud of their company </li></ul></ul><ul><ul><li>Happy to wear the company logo on their t-shirt </li></ul></ul><ul><ul><li>Rewarded by more than pay and conditions </li></ul></ul><ul><li>Both organisations and individuals perform better when employees are engaged </li></ul><ul><ul><li>Better customer service </li></ul></ul><ul><ul><li>26 percent higher productivity </li></ul></ul><ul><ul><li>13 percent bigger profit </li></ul></ul><ul><ul><li>Lower staff turnover </li></ul></ul><ul><ul><li>More likely to attract top talent. </li></ul></ul><ul><ul><ul><ul><li>© Watson-Wyatt Worldwide 2009 </li></ul></ul></ul></ul>
  5. 5. © Towers Perrin HR Services 2003
  6. 6. © Towers Perrin HR Services 2003
  7. 7. © Towers Perrin HR Services 2003
  8. 8. Look familiar? Image © Chopsaw Diaries
  9. 9. Research shows 8 per cent of your staff are zombies <ul><li>Staff engagement </li></ul><ul><li>Only 21% are completely engaged </li></ul><ul><li>8% were completely disengaged </li></ul><ul><li>71% into the “massive middle” </li></ul>One of the best ways to leverage this is through social media © Tower Perrins Global Workforce Study, 2008
  10. 10. But isn’t this social media thing just a fad?
  11. 11. <ul><li>Erik Qualman, Socialnomics, Youtube </li></ul><ul><li>And some Australian statistics: </li></ul><ul><li>Social media usage is up nearly one third (29%) on the previous year </li></ul><ul><li>Facebook now accounts for nearly one third of time online </li></ul><ul><li>Using mobiles to access social media sites has grown from 7% to 32% </li></ul><ul><ul><li>Stats compiled by Digital Marketing Lab </li></ul></ul><ul><li>Average Australian now spends 59 hours online per month ( Nielsen ) </li></ul><ul><li>Twitter usage increased from 13k to 800k in past 12 months ( Comscore ) </li></ul>
  12. 12. So why is social media so important in helping engage staff?
  13. 13. Work is social. “ You’re only work colleagues until you get to know each other. After that, you’re friends, acquaintances, or enemies.” — Ed Hahn , Director Organization Development, Mattel
  14. 14. Think of social media as steroids for staff engagement <ul><li> A comprehensive mix of social media tools can help deliver on all these things </li></ul>Sibson’s Engagement Framework     
  15. 15. © National Maritime Museum , Greenwich, London)
  16. 16. Why can social media help get the most out of staff? <ul><li>Engaged employees: </li></ul><ul><li>Minimise risks to reputation from poor service or product </li></ul><ul><li>Promote your brand </li></ul><ul><li>Strong brand attracts the best employees </li></ul><ul><li>Two-way communication </li></ul><ul><li>Listen, respond, react </li></ul><ul><li>Creates a dialogue </li></ul><ul><li>Collaboration, sharing expertise </li></ul><ul><li>Gets information to staff quickly </li></ul><ul><li>Shares knowledge. </li></ul>
  17. 17. Ownership is another key to staff engagement Frederick Herzberg , 1923—2000
  18. 18. But before you jump in, where are you on the social media maturity scale? Source: Jason Davey Bullseye Digital
  19. 19. There are five reasons to use social media… <ul><li>Listen </li></ul><ul><li>Talk </li></ul><ul><li>Energise </li></ul><ul><li>Support </li></ul><ul><li>Embrace </li></ul>
  20. 20. There are five reasons to use social media… <ul><li>Listen </li></ul><ul><li>Talk </li></ul><ul><li>Energise </li></ul><ul><li>Support </li></ul><ul><li>Embrace </li></ul>Research Marketing Sales Supporting Embracing © Groundswell , Forrester Research 2009
  21. 21. 1) Listen: learn from what your staff are saying
  22. 22. Who said there’s no such thing as a free lunch?
  23. 23. But there’s plenty of paid services too… Looking Glass
  24. 24. 2) Talk: a two-way conversation, not just shouting Mosman Library, NSW Getting Social, @ VirginMedia
  25. 27. 3) Energising: helping your staff recruit others You should click here and leave a message of support
  26. 29. Games and quizzes are another fun way of energising staff High Scores Justin G Legal Policy 136 Phillip N Consumer 132 Mary A Comms 124 Brent C IT 107 Michelle W Legal Policy 89 Tony O Facilities 68 Grant L Facilities 67 David W Facilities 66 Nicole P Courts 65 Penny A Legal Policy 61 David B Consumer 56
  27. 30. But there’s a serious side to energising too
  28. 31. 4) Supporting: helping staff help each other
  29. 32. Blue Shirt Nation , Best Buy
  30. 33. Coffee driven change management
  31. 35. 5) Embracing: involving staff in developing new ideas Contributed  11,457 ideas Promoted  656,547 times Posted  85,375 comments Ideastorm , Dell
  32. 36. Blogging ain’t so dumb after all… © 2009 Deloitte Touche Tohmatsu
  33. 37. Smart companies are taking business planning out of the boardroom and into the open <ul><li>Innovapost </li></ul><ul><ul><li>Engaged employees in ‘big picture’ </li></ul></ul><ul><ul><li>Forum to discuss company’s future </li></ul></ul><ul><ul><li>Embraced 55% employees </li></ul></ul><ul><li>Keys to success </li></ul><ul><ul><li>Only administer the conversation </li></ul></ul><ul><ul><li>Accept different points-of-view </li></ul></ul><ul><ul><li>It’s safe to say what you think </li></ul></ul><ul><ul><li>Spread the word </li></ul></ul><ul><ul><li>Get executives involved </li></ul></ul><ul><ul><li>Have a say, but the company has the final word </li></ul></ul>Project Polaris © Internal Comms Hub
  34. 38. Impact of the ‘Bee Hive’ on internal communications <ul><li>Employees: </li></ul><ul><li>Got to know their colleagues </li></ul><ul><li>Connect with new staff </li></ul><ul><li>Find out about career opportunities </li></ul><ul><li>Get others interested in projects </li></ul><ul><li>Organisation: </li></ul><ul><li>Increased engagement </li></ul><ul><li>New ideas </li></ul><ul><li>Increased efficiency </li></ul>© CSCW Social Networking in Organizations , 2008
  35. 39. Summary: Decide which social tools to use <ul><li>Listening: </li></ul><ul><ul><li>Free search tools </li></ul></ul><ul><ul><li>SMM monitoring solutions </li></ul></ul><ul><ul><li>Online communities </li></ul></ul><ul><ul><li>Ask-a-question database </li></ul></ul><ul><li>Talking: </li></ul><ul><ul><li>Blogs </li></ul></ul><ul><ul><li>Podcasts </li></ul></ul><ul><ul><li>Online video </li></ul></ul><ul><li>Energising: </li></ul><ul><ul><li>Twibbons </li></ul></ul><ul><ul><li>Share-this </li></ul></ul><ul><ul><li>Widgets </li></ul></ul><ul><ul><li>Sig-files </li></ul></ul><ul><ul><li>Competitions </li></ul></ul><ul><li>Supporting: </li></ul><ul><ul><li>Online profiles </li></ul></ul><ul><ul><li>Reputational info </li></ul></ul><ul><ul><li>Online learning </li></ul></ul><ul><ul><li>Forums </li></ul></ul><ul><ul><li>Wikis </li></ul></ul><ul><li>Embracing: </li></ul><ul><ul><li>Mashups </li></ul></ul><ul><ul><li>Private communities </li></ul></ul><ul><ul><li>Idea exchanges </li></ul></ul>
  36. 40. So how do you get all of this off the ground?
  37. 42. A social media strategy sets direction and keeps your activities on track Darren Whitelaw 2009 Research Resources Risk Who Where Why
  38. 44. A policy on social media not only protects you, but your staff as well <ul><li>Empower staff with a social media policy </li></ul><ul><li>Give them permission to participate, and they’ll take ownership </li></ul><ul><li>Your staff can be your eyes and years </li></ul><ul><li>Avoids people tossing up the legal, privacy and security barriers </li></ul><ul><li>Tell staff what TO do online, instead of what NOT to do </li></ul><ul><li>Give permission to take work home, and bring their life to work </li></ul><ul><li>Plenty of recourses available online . </li></ul>
  39. 45. Next, find and activate your ambassadors for change… <ul><li>Hand pick from across the organisation </li></ul><ul><li>Range of insights, contribution </li></ul><ul><ul><li>Marketing, IT, customer service, finance, HR, front-line, legal, management </li></ul></ul><ul><li>Keeps an eye on what’s happening </li></ul><ul><li>Choosing your ambassadors: </li></ul><ul><ul><li>Early adopters </li></ul></ul><ul><ul><li>Happy to show others how </li></ul></ul><ul><ul><li>Passionate about your brand </li></ul></ul><ul><ul><li>Large online address book </li></ul></ul><ul><ul><li>Resilient, they don’t get discouraged easily </li></ul></ul><ul><ul><li>Probably already doing it. </li></ul></ul>© Kingston Collection
  40. 46. Maintaining online relationships is easy if you follow some simple rules <ul><li>Speak clearly </li></ul><ul><li>Speak easily, but not too much, give others their turn </li></ul><ul><li>Do not interrupt </li></ul><ul><li>Be courteous </li></ul><ul><li>Deal seriously with serious matters, gracefully with lighter ones </li></ul><ul><li>Never criticize people behind their backs </li></ul><ul><li>Stick to subjects of general interests </li></ul><ul><li>Do not talk about yourself </li></ul><ul><li>Never lose your temper. </li></ul>Cicero’s nine rules from “On Duties”, 44BC via Kelsey Ruger
  41. 47. A few tricks to avoiding the traps and pitfalls <ul><li>Set up systems and processes </li></ul><ul><ul><li>Make sure it doesn’t die when you move on </li></ul></ul><ul><li>Start small </li></ul><ul><ul><li>Make sure you can resource it properly </li></ul></ul><ul><ul><li>Don’t raise expectations </li></ul></ul><ul><li>Offer training </li></ul><ul><ul><li>Brown bag lunch sessions </li></ul></ul><ul><ul><li>Intro to social media </li></ul></ul><ul><ul><li>Etiquette and policy </li></ul></ul><ul><li>Promote internally, to all staff </li></ul><ul><li>Thank them </li></ul><ul><ul><li>Personal emails, special offers, discounts, prizes, give-aways. </li></ul></ul>
  42. 48. Whew! That’s it… now, to wrap up <ul><li>Social media is not going away </li></ul><ul><li>Begin listening first, then work out how you respond </li></ul><ul><li>Have a plan, set realistic expectations </li></ul><ul><li>Try out new things internally first </li></ul><ul><li>Create guidelines, train staff, and support them </li></ul><ul><li>It’s gonna take lots of time and tweaking </li></ul><ul><li>A slow burn, not an explosion. </li></ul>
  43. 49. Links mentioned and other 2.0 applications <ul><li>Enterprise social media (behind firewall) ( , Cubetree ) </li></ul><ul><li>Blogging ( Blogger , Typepad , Wordpress ) </li></ul><ul><li>Microblogging ( Twitter , Yammer ) </li></ul><ul><li>Social Bookmarking ( Delicious , Sphinn ) </li></ul><ul><li>Social News ( Digg , Reddit ) </li></ul><ul><li>Social Networks ( Facebook , LinkedIn , Ning ) </li></ul><ul><li>Photosharing ( Flickr , SmugMug ) </li></ul><ul><li>Crowdsourcing ( Ideascale ) </li></ul><ul><li>Social Media Monitoring ( SM2 ) </li></ul><ul><li>URL shortener with analytics ( ). </li></ul>
  44. 50. Re-using this presentation? The fine print… <ul><li>Parts of this presentation not under copyright or licensed to others (as indicated) have been made available under the Creative Commons Licence 2.5 </li></ul><ul><li>Put simply, this means: </li></ul><ul><ul><li>You are free to share, copy and distribute this work </li></ul></ul><ul><ul><li>You can remix and adapt this work </li></ul></ul><ul><li>Under the following conditions </li></ul><ul><ul><li>You must attribute the work to the author: </li></ul></ul><ul><ul><ul><li>Eg Darren Whitelaw (links to </li></ul></ul></ul><ul><ul><li>You must share alike – so if you alter or build upon this work you have to keep these same conditions </li></ul></ul><ul><li>Unless stated otherwise, the information in this presentation is the personal view of the author and does not represent official policy or position of his employer. Products mentioned do not imply official endorsement. </li></ul>