http://www.sncr.org/node/445#.ULahXdPjmXgThe SolutionA self-contained online training module was selected as the ideal means for delivering training to North American employees. (PepsiCo recognized that this would limit presentation of the training to employees with access to the MyPepsiCo portal, but plans were set in motion to incorporate social media policy training into the annual face-to-face Code of Conduct training all of these employees receive.)The online module would contain a mix of text, graphics, audio and video, leveraging each based on its strengths, combining to offer a compelling and entertaining training module that employees could complete in no more than 45 minutes.The training concludes with a quiz that tests employees on their understanding of the issues presented in the training module. Upon successful completion of the quiz, employees are directed to an online survey where they are able to share their thoughts about the effectiveness of the training.Articulate, a Learning Management System (LMS)-compliant training software package, was selected as the platform for the training. Articulate is presented as a Flash element on a web page and requires no special add-ons or software (other than a web browser and Flash) for employees to use it.
Transition: Here are your instructions …This is an example of what you’ll end up with … Your initiative cards placed on a 3-year roadmap for when you will implement.Draw this framework on your Post-it Note Pads to plot your initiatives. You each have a chart on the wall to use.Year 3 is HARD. Go back to the vision and focus on the client relationships you want … push yourselves. Could be wild ideas, but helpful to be proactively getting ready for it now. Yes, things will change, but that doesn’t mean you shouldn’t take your best stab at planning now. You can always revise the plan.
Red Cross monitors social channels
duringdisasters to direct relief effortsDuring disasters, the Red Cross is able to find out about specific incidents,spot trends, and anticipate public needs. Red Cross representatives can usethe command center to quickly match disaster victims with aid relief.9
Ebay’s Global CoE coordinates acrossfunctions,
properties, and geographies • Responsible for social strategy • Alignment of roadmaps and plans • Analytics and reporting infrastructure • Monthly Social Media Council meetings, with knowledge sharing initiatives Source: http://www.slideshare.net/influencepeoples/ali-croft-monitoring-social-media-ebay
20ARAMARK must contend with separatebusinesses
and differing goals and objectives ARAMARK’s challenges: 1. Over 255K employees 2. Organized into separate businesses by industry 3. 1000s of client locations 4. Different client goals and objectives 5. Ingredient brand
21It’s equipped and enabled over
400+ locationsto manage social media – within parameters Rebranded for social engagement, around voice, purpose, and image. Previously siloed, now creating new processes that result in improved customer satisfaction and sales across the value chain
Social Business Initiatives Framework• Learn:
What can be learned from customers and community Dialog• Dialog: The nature of our interactions with customers Advocate• Advocate: How to build advocacy among customers Learn and community Support• Support: How to provide support via social channels• Innovate: Using customer and Innovate community to drive innovation
Plan out what will happen
over time Year One Year Two Year ThreeMONTHS 1-6 MONTHS 7-12 MONTHS 1-6 MONTHS 7-12 MONTHS 1-6 MONTHS 7-12
Example: Social Business Initiatives, organized
28by Goals into a 3 Year Roadmap Now – 6 6-12 12-18 18-24 24-30 30-36 Category Initiative months months months months months months Create greater loyalty to drive sales Advocate Initiative Support Initiative Advocate Initiative Advocate Initiative Advocate Initiative Increase share in SMB market Learn Initiative Dialog Initiative Dialog Initiative Advocate Initiative Create four new products Innovate Initiative Innovate Initiative Learn Initiative Reduce customer service costs Learn Initiative Dialog Initiative Support Initiative Support Initiative Support Initiative