4. Open Leadership 4 Having the confidence and humility to give up the need to be in control, while inspiring commitment from people to accomplish goals
7. Determine how open you need to be with information to meet your goals 7 Openness audit available at http://bit.ly/opennessaudit
8. 8 Curating Understand the socialgraphics of your audience U.S. adults Producing <1% Commenting 26% Sharing 34% Watching 63% 78% Source: Global Wave Index Wave 2 Trendstream.net, January 2010
25. Discipline led to results at Dept. of State 23 Started with clear social media policy. Reached out to leaders with the greatest need – embassy staff. Jakarta embassy has ~150,000 fans on Facebook.
28. #1 Align openness with strategic goals 26 Examine your 2010 goals Pick one where open and social can have an impact
29. #2 Prepare your organization 27 Take reasonable action to fix issue and let customer know action taken Negative Positive Yes Yes No Assess the message Evaluate the purpose Do you want to respond? Does customer need/deserve more info? Unhappy Customer? No Response Yes Are the facts correct? Gently correct the facts Yes No No No Can you add value? DedicatedComplainer? Are the facts correct? Yes Yes No No Yes Respond in kind & share Thank the person Comedian Want-to-Be? Explain what is being done to correct the issue. Is the problem being fixed? Yes No Yes Adapted from US Air Force Comment Policy Let post stand and monitor.
30. 28 “We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express #3 Understand the value
35. Frequency and value of the support+ Value of support + Value of ideas Spreadsheets for 15 year lifetime value calculation available at charleneli.com/resources
39. Focus on relationships, not the technologies. Determine how open you need to be achieve your strategic goals. Seek out and support your open leaders. Embrace failure and mistakes – you’ll be making many of them. Summary 31
41. 33 33 Thank you Charlene Li charlene@altimetergroup.com charleneli.com/blog Twitter: charleneli For slides, send an email to slides@altimetergroup.com Open Leadership Awards http://bit.ly/OLawards2010