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Partner Masterclass - Digital Leadership


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Partner Masterclass - Digital Leadership

  1. 1. Serco Internal Partnership Masterclass Ali Cox
  2. 2. Serco Internal • Business advice and specialist support to help growth businesses maximise the opportunities of Superfast Broadband and associated technologies. • Benefits for businesses can include:  Competitive advantage through take-up and exploitation of SFBB  Increased productivity  Improve access to new markets and business opportunities  Increase competitive advantage for businesses in rural locations  More flexible and environmentally friendly working practices  Increased opportunity for innovation  Efficiency and timesaving • Eligibility criteria apply to businesses accessing the service Superfast Business Support
  3. 3. Serco Internal The Connectivity “Revolution”
  4. 4. Support Available – 12 hours of support
  5. 5. Serco Internal 1. Register on our website (which incorporates the Knowledge Hub). to unlock access to a range of resources and materials 2. Check your eligibility 3. Let us know what areas of ICT and technology you might be interested in 4. Talk to our Client Relationship Co-ordinator to check your eligibility and arrange an appointment with one of our dedicated Business Advisers Next Steps for businesses Developing an ICT strategy Developing your ICT network/ infrastructure Engaging new and existing customers Collaboration Client Relationship Management Systems Flexible working Moving your business to the Cloud Business Continuity
  6. 6. NwKQQ
  7. 7. Serco Internal • • twitter @superfastbiz • Facebook • join our LinkedIn group 'Superfast Business SW' • • 0845 603 8593 Stay up to date
  8. 8. Serco Internal Digital Leadership Kate Doodson Cosmic @cosmickated
  9. 9. Serco Internal Leadership Leaders in business are primarily focused on – • Continuous Learning (their own and others, but also the business) • Communication – we all need to be experts • People – supporting, motivating, inspiring • Improvement – continually striving to improve quality • Innovation – the next big thing BUT what about digital technology – how many people would say that they are digital leaders ?
  10. 10. Serco Internal The World has Changed • Instantaneous response • Accessibility • Transparency • Accountability The World is Changing ….
  11. 11. Serco Internal People Change • Gen X • Gen Y • Gen Z • Baby Boomers • Millennials • Digital Natives
  12. 12. Serco Internal Employment is Changing
  13. 13. Serco Internal Business with no change?
  14. 14. Serco Internal % of sales online 6% of UK Sales £2.6 billion 33% of UK Sales £2 billion – digital
  15. 15. Serco Internal Is this your business? Time wasting, a distraction? Does it offer effective promotion, engagement and „advertising‟? UK is in many cases ahead of game on this - Real resistance among CEOs
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  18. 18. Serco Internal Questions for leaders • How can you lead your business in the digital world? • How can you be strategic around digital? • How can you stand out as leader ? • How can your organisation gain advantage?
  19. 19. Serco Internal Gaining the digital advantage • Digital transformation is causing a tectonic shift in how companies are structured and led, and how they perform and compete. • The data is clear: digitisation is increasing the pace of change throughout the economy, even in sleepy mainstream industries. • The coming years will witness digitally-driven changes in the business world that make everything that’s happened so far look like a prelude.
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  21. 21. Serco Internal • Digital Leaders make strategic choices about where to invest – Customer engagement – Internal operations – Collaboration – New business models
  23. 23. Serco Internal Who do you know? : LOVELY : LIVELY : LAZY : LORDLY
  24. 24. Serco Internal It IS for you Mr “Not in a Million Years!”
  25. 25. Serco Internal It IS for YOU!
  26. 26. Serco Internal Caveat - There is a difference between “Being Social”
  27. 27. Serco Internal Versus “Doing Social”
  28. 28. Serco Internal Social Media for Leaders • Listen • Enhance your reputation • Learn • Collaborate • Crisis management
  29. 29. Serco Internal Listening
  30. 30. Serco Internal Listening Use Social media as a listening device • colleagues • employees • peers • competitors
  31. 31. Serco Internal Example – Listen - Tweetdeck
  32. 32. Serco Internal • Listen out for particular hashtags #journorequest #Exeter Any you know? #leadership #digitalleaders #leadfromwithin #womenofpower Sector specific?
  33. 33. Serco Internal Google Alerts + Brandwatch
  34. 34. Serco Internal Enhance your reputation
  35. 35. Serco Internal What is digital reputation? • What appears when you type in a keyword search…. – First Name Surname (if unique) – First name Surname, Location – First name, surname, Business – Business name • Reputation = – First page of Google results + Reviews + real time social media
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  37. 37. Serco Internal reviews out clicking A
  38. 38. Serco Internal Your SERP ‘real estate’ • What’s there? • Any confusion with people of the same name? • Any personal/professional crossover (winning a fishing competition, planning notice?) • Any bad news stories? • Any bad reviews?
  39. 39. Serco Internal Images?
  40. 40. Serco Internal What should you be monitoring? – First name Surname (if unique) – First name Surname, Location – First name, Surname, Business – Business name – Business name, location – Directors names – Revenue generating staff – Anything else? Your competitors? Create a spreadsheet
  41. 41. Serco Internal Manage your real estate • Develop more content – Include more web pages about you – Upload more photos, title your name – Blog about you and your business – Include history of the business – More information about you – Press releases (in text format) • Get listed in directories
  42. 42. Serco Internal Audit your Social Media • Remember Social Media ranks highly Set up and fully populate (in your name and business name) • LinkedIn profile (and business) • Twitter profile – Bio is really important • Facebook Page – any old pages? Delete or claim • Tag yourself in Flickr
  43. 43. Serco Internal LinkedIn Twitter ACCOUNT Flickr photo tag
  44. 44. Serco Internal Start to dominate your real estate
  45. 45. Serco Internal Enhance Reputation the Digital Thought Leader
  46. 46. Serco Internal Learning
  47. 47. Serco Internal Learn using Blogs • “Blogs are great for learning from others, reflection, story sharing, facilitating connections among people, philosophising, and much more” • “Writing a blog is a learning activity, of course, but reading the best blogs that are available is one of my most productive learning experiences.”
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  49. 49. Serco Internal • Follow people you want to learn from on Twitter/Facebook/LinkedIn • Subscribe to blogs (using Feedly)
  50. 50. Serco Internal Feedly
  51. 51. Serco Internal YouTube • Harvard Business School • Most Universities YouTube channels • Khan Academy • Any learning… • YouTube Edu
  52. 52. Podcasts iTunes – Leadership…
  53. 53. Serco Internal Collaborate
  54. 54. Serco Internal Ways to Collaborate • Arrange meetings • Set up workspace • Collaborate • Share calendars • CrowdSource money, ideas, feedback
  55. 55. Serco Internal Arrange meetings - Doodle
  56. 56. Serco Internal Example - Collaborate
  57. 57. Serco Internal Podio – internal collaboration
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  59. 59. Serco Internal Yammer
  60. 60. Serco Internal Google Apps
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  63. 63. Serco Internal Crowdsourcing
  64. 64. Serco Internal Crowdsourcing websites • 1. Odesk – Employers post their job requirement and members apply for the job. It’s just like your typical matchmaking service without the mixed signals and the requirement for dinner and flowers. • 2. Pickydomains – It’s not easy to think of a domain name that embodies your business to a T in 8 characters or less. Business owners post their requirements and contributors get to create a name for that business. It’s a name game, except you don’t sing “bananapana”. You can if you wanted to, though. • 3. CloudCrowd – Members also apply for projects but with a referral program that makes it twice more fun. Here you can make more money when your referral completes a task. Sounds like something people do out on the streets, right? Only, this is done in the comfort of your home. • 4. Poptent – Use this for advertising requirements. This is where you will find the next James Cameron. Ok, maybe not. But, you will find a lot of talent here. • 5. Amazon Mechanical Turk – It is here because the list is not complete without it. Emblazoned on the banner are the words “Mechanical Turk is a marketplace for work”. There you go! Many have been said about this site, both positive and negative. You be the judge.
  65. 65. Serco Internal Crisis Management
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  67. 67. Serco Internal River Cottage Crisis Serious Fire – 7th February 2012 Badly affected HQ buildings
  68. 68. Serco Internal River Cottage Crisis – Phone lines on-site were down – no communication • Immediate Tweets to share info (and reassure) • Twitter became the communication channel on which to develop key messages, share updates and inform audiences • Commitment to regular updates – follow-up
  69. 69. Serco Internal Example – Crisis Management • River Cottage – Communications and PR – Business Continuity – Community support
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  72. 72. Serco Internal Responding to negative feedback • What to do with online criticism • Acknowledge – thank them, apologise • Investigate – have all the facts and policies to hand • Respond – address specific points include the investigation, include any action points
  73. 73. Serco Internal • Write it all up in Word first • Keep your tone even and professional • Respect their right to complain • Don’t attack the person • Only respond to the issues – not the sub-plots • Have your crisis plan ready
  74. 74. Serco Internal Top Ten Tips for Leaders 1. Listen to peers, staff, competitors 2. Learn – use blogs, YouTube and LinkedIn to learn 3. Blog to engage colleagues – share the vision 4. Audit your reputation regularly 5. Choose your expert areas and dominate using Blogging 6. Tweetdeck or Hootsuite – manage content, filter 7. Authenticity is key – ensure it comes from you 8. Keep up-to-date – don’t fizzle out 9. Create a crisis plan ready for the crisis, respond quickly 10. Benchmark yourself against your peers
  75. 75. Serco Internal COSMIC @cosmickated