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Huddle Webinar - Engaging your workforce with social media tools


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Social media isn't just spamming your Facebook friends with your Farmville updates or tweeting what you had for breakfast. Companies large and small use social media to empower staff, connect to partners and engage customers. Do you want to find out how? Andy McLoughlin, Huddle's VP Strategy, will talk about the right and wrong ways that your company can embrace social media.

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Huddle Webinar - Engaging your workforce with social media tools

  1. 1. Engage your workforce with social media tools Andy McLoughlin
  2. 2. Huddle is a cloud collaboration platform “ Enterprise ready” with web 2.0 usability Launched in April 2007 by Andy and Ali Headquartered in London and home to 43 staff ♥ by tens of thousands of companies of all sizes A little bit about us...
  3. 3. Securely manage all your projects from one place Share files with online editing, auditing, permissions and workflow Collaborate and organise with discussions, whiteboards and tasks Arrange meetings with integrated telephone and web conferencing Work the way you want! Multi language, RSS, iCal, social networks, desktop, intranet, mobile integrations and API
  4. 4. The Problem <ul><li>Picture of office frustration </li></ul>Just what on earth is “social meedja”?
  5. 5. The Wikipedia definition <ul><li>“ Social media is a term used to describe the type of media that is based on conversation and interaction between people online” </li></ul>
  6. 6. Social media is not (just)
  7. 7. Social media is... (and many, many more)
  8. 8. Employees, customers, partners, suppliers
  9. 9. Giving them a voice
  10. 10. Thousands of social media channels How can you empower your staff?
  11. 11. Option 1: don’t!
  12. 12. Eurostar – December 2009 <ul><li>Train 9059 stuck in channel tunnel for over several hours </li></ul><ul><li>Train removed to siding for further 10+ hours </li></ul><ul><li>2,000 passengers trapped </li></ul><ul><li>No food, water on board </li></ul><ul><li>No official information for almost 24 hours </li></ul>
  13. 14. Option 2: “let them run wild”
  14. 15. – February 2009 <ul><li>Ryanair’s “Free-flight-gate” </li></ul><ul><li>Freelance developer Jason Roe found a usability bug on that allowed him to book free flights. </li></ul><ul><li>Like any self-respecting blogger he took some screenshots and documented the issue. </li></ul><ul><li>Ryanair staff thanked him for pointing out the bug and promptly fixed it. Right? </li></ul>
  15. 17. Option 3: create guidelines and trust a select few?
  16. 18. Vodafone UK – February 2010 <ul><li>Highly offensive (and grammatically incorrect!) tweet sent from Vodafone UK’s official account </li></ul>
  17. 19. It’s all about the conversation
  18. 20. Be out there and engage, engage, engage
  19. 21. Twitter and BT <ul><li>BT set up a 5 person team to respond to customer queries </li></ul><ul><li> </li></ul><ul><li>&quot;The first thing we learned was that Twitter is 24/7. The second was that customers really liked it because it is fundamentally different from a call centre - customers liked the fact that they did not have to hang on the phone waiting for an answer. They could go off and do other things.” </li></ul><ul><li>“ Engaging with customers on social media can turn critics of an organisation into advocates. The more angry the critic, the more likely they are to become an evangelist for your company if you can win them over.” </li></ul><ul><li>(source – </li></ul>
  20. 22. Allow conversations to occur where your consumers are
  21. 23. The Problem <ul><li>Picture of office frustration </li></ul>Why are we here? It is still too hard to work together Consider what happens when the Facebook generation goes to work...
  22. 24. <ul><li>As a new generation of internet-savvy youngsters, used to using Facebook as their main form of communication, enters the workforce, social networking is going to be difficult to avoid! </li></ul><ul><li>&quot;Your customers are probably already using social media. If there are 425 million people on Facebook, it is reasonable that some of them are probably your customers,&quot; JP Rangaswami, BT (source – </li></ul>
  23. 25. Great tools to track online conversations
  24. 26. Listen to what your users want
  25. 27. Empower your community to help each other
  26. 28. Zendesk And if things do go wrong, make sure you have social tools in place
  27. 30. Social media and hiring <ul><li>Accenture have embraced social media for recruitment. The company aims to hire ~28,000 people over the coming via social media channels </li></ul><ul><li>Microsoft has used LinkedIn to recruit and assemble experts for project teams with “very short lead times”. </li></ul><ul><li>Huddle had 200+ applications for each role placed on LinkedIn jobs </li></ul>
  28. 31. Social tools on the inside
  29. 32. Does this sound familiar? <ul><li>“ I emailed you the latest copy of that logo last week, remember” </li></ul><ul><li>“ The artwork bounced back because the file was too large for your email” </li></ul><ul><li>“ I think it’s on the network drive. God knows where, though” </li></ul><ul><li>“ I’ve had three different versions of the press release sent back to me – which is the approved one?” </li></ul><ul><li>“ I think I accidentally deleted it” </li></ul>
  30. 33. <ul><li>Social business tools like kill your reliance on email and ensure everyone has access to the right content. </li></ul>
  31. 34. Hooray for social media nirvana!
  32. 35. Erm, not quite... <ul><li>A global survey by Cisco revealing that more than half of IT decision makers still ban the use of social media applications </li></ul><ul><li>Security risks, a reduction in staff productivity, the impact on an organisation's available bandwidth and the leaking of corporate information all cited </li></ul><ul><li>The issue at the heart of the social software in the workplace debate is control </li></ul>
  33. 36. social media
  34. 37. <ul><li>Increased flexibility and collaboration will be vital for attracting the brightest sparks of the MySpace generation to join you </li></ul><ul><li>Efficient flow of information within the enterprise, effective communication beyond the office walls, overall productivity increases. Competitive advantage! </li></ul><ul><li>Be prepared to listen and learn - a new generation of workers live and breathe technology and they may be able to teach their managers a thing or two  </li></ul>
  35. 38. <ul><li>Read more of my thoughts on social media at </li></ul><ul><li>“ Throwing Sheep in the Boardroom” by Matthew Fraser ( </li></ul>
  36. 39. Thank you! Email: Twitter: @bandrew