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Open Leadership: How Social Technology Can Transform How You Lead,[object Object],Charlene Li,[object Object],Altimeter Group,[object Object],1 June 2011,[object Object],Twitter: @charleneli,[object Object],Email: charlene@altimetergroup.com,[object Object],1,[object Object]
2,[object Object]
OUT ofCONTROL?,[object Object],© 2011 Altimeter Group,[object Object]
4,[object Object],© 2011 Altimeter Group,[object Object]
5,[object Object],© 2011 Altimeter Group,[object Object]
It’s about RELATIONSHIPS,[object Object],© 2011 Altimeter Group,[object Object]
7,[object Object],How to give up control,[object Object],but still be in command,[object Object],© 2011 Altimeter Group,[object Object]
STRATEGY,[object Object],LEADERSHIP	,[object Object],PREPAREDNESS,[object Object],© 2011 Altimeter Group,[object Object]
STRATEGY,[object Object],LEADERSHIP	,[object Object],PREPAREDNESS,[object Object],© 2011 Altimeter Group,[object Object]
10,[object Object],Four goals define your Open Strategy,[object Object]
Learn with basic tools,[object Object],11,[object Object],What would happen if every employee could learn from customers?,[object Object]
Integrate monitoring with workflow,[object Object],12,[object Object],Other providers,[object Object],Alterian,[object Object],BrandsEye,[object Object],Buzzmetrics Cymfony,[object Object],Sysmos,[object Object],Visible Tech. ,[object Object],From Radian 6, to be acquired by Salesforce.com,[object Object]
How KLM listened and surprised flyers,[object Object],13,[object Object]
Engagement Pyramid,[object Object],14,[object Object]
Engagement Pyramid - Watching,[object Object],15,[object Object],Watch videos,[object Object],Read blog posts,[object Object],Listen to podcasts,[object Object],Read tweets,[object Object],Read discussion forum posts,[object Object]
Engagement Pyramid - Sharing,[object Object],16,[object Object],Share a link,[object Object],Share photos,[object Object],Share videos,[object Object],Write a status update,[object Object],Retweet,[object Object]
Engagement Pyramid - Commenting,[object Object],17,[object Object],Comment on a blog,[object Object],Write a review,[object Object],Rate a product,[object Object],Participate in a discussion forum,[object Object],@Reply on Twitter,[object Object]
Engagement Pyramid - Producing,[object Object],18,[object Object],Write a blog,[object Object],Create videos or podcasts,[object Object],Tweet for an audience,[object Object]
Engagement Pyramid - Curating,[object Object],19,[object Object],Moderate a wiki or discussion forum,[object Object],Curate a Facebook fan page,[object Object]
Engagement Pyramid Data,[object Object],20,[object Object],Source: Global Wave Index Wave 2, Trendstream.net, January 2010,[object Object]
Encourage commenting to get into the Facebook news feed,[object Object],21,[object Object]
How DellOutlet drives sales with Dialog,[object Object],22,[object Object]
Support can be strategic,[object Object],23,[object Object]
TurboTax engineered Support,[object Object],24,[object Object],Ensures 85% employee participation in community forums,[object Object]
Fiat invites ideas for a new car,[object Object],25,[object Object]
Premier Farnell supports engineers with community, and employees with “OurTube”,[object Object],26,[object Object]
STRATEGY,[object Object],LEADERSHIP	,[object Object],PREPAREDNESS,[object Object],© 2011 Altimeter Group,[object Object]
STRATEGY,[object Object],LEADERSHIP	,[object Object],PREPAREDNESS,[object Object],© 2011 Altimeter Group,[object Object]
Open Leadership,[object Object],29,[object Object],Having the confidence and humility to give up the need to be in control,,[object Object],while inspiring commitment from people to accomplish goals,[object Object],© 2011 Altimeter Group,[object Object]
Traits of Open Leaders,[object Object],30,[object Object],Authenticity,[object Object],Transparency,[object Object]
Transparency as an imperative,[object Object],31,[object Object]
How Best Buy created Open Leaders,[object Object],32,[object Object],© 2011 Altimeter Group,[object Object]
33,[object Object],© 2011 Altimeter Group,[object Object]
34,[object Object],© 2011 Altimeter Group,[object Object]
Developing Open Leaders,[object Object],© 2010 Altimeter Group,[object Object]
“You can imagine the Chatterati creating as much value as an SVP in the organization by sharing their institutional knowledge and expertise - and we should look at compensation structures with that in mind.”,[object Object],	- Marc Benioff, CEO of Salesforce.com,[object Object],© 2010 Altimeter Group,[object Object]
STRATEGY,[object Object],LEADERSHIP	,[object Object],PREPAREDNESS,[object Object],© 2011 Altimeter Group,[object Object]
STRATEGY,[object Object],LEADERSHIP	,[object Object],PREPAREDNESS,[object Object],© 2011 Altimeter Group,[object Object]
#1 Create a Culture of Sharing,[object Object],39,[object Object]
Open leaders make Sharing a Habit,[object Object],40,[object Object]
#2 Discipline is Needed to Succeed,[object Object],41,[object Object],Take reasonable action to fix issue and let customer know action taken,[object Object],Negative,[object Object],Positive,[object Object],Yes,[object Object],Yes,[object Object],No,[object Object],Assess the message,[object Object],Evaluate the purpose,[object Object],Do you want to respond?,[object Object],Does customer need/deserve more info?,[object Object],Unhappy Customer?,[object Object],No Response,[object Object],Yes,[object Object],Are the facts correct?,[object Object],Gently correct the facts,[object Object],Yes,[object Object],No,[object Object],No,[object Object],No,[object Object],Can you add value?,[object Object],DedicatedComplainer?,[object Object],Are the facts correct?,[object Object],Yes,[object Object],Yes,[object Object],No,[object Object],No,[object Object],Yes,[object Object],Respond in kind & share,[object Object],Thank the person,[object Object],Comedian Want-to-Be?,[object Object],Explain what is being done to correct the issue.,[object Object],Is the problem being fixed?,[object Object],Yes,[object Object],No,[object Object],Yes,[object Object],Adapted from US Air Force Comment Policy,[object Object],Let post stand and monitor.,[object Object],© 2011 Altimeter Group,[object Object]
Center of Excellence,[object Object],Business Units,[object Object],Executives,[object Object],Employees,[object Object],3,[object Object],Use training to create knowledge and practice,[object Object],© 2011 Altimeter Group,[object Object]
#3 Ask the Right Questions about Value,[object Object],43,[object Object],“We tend to overvalue the things we can measure, and undervalue the things we cannot.” ,[object Object],           - John Hayes, CMO of American Express,[object Object],© 2011 Altimeter Group,[object Object]
No relationships are perfect,[object Object],Google’s mantra:“Fail fast, fail smart”,[object Object],#4 Prepare for Failure,[object Object],44,[object Object],© 2011 Altimeter Group,[object Object]
45,[object Object],Create ,[object Object],Sandbox ,[object Object],Covenants,[object Object],© 2011 Altimeter Group,[object Object]
It’s about RELATIONSHIPS,[object Object],© 2011 Altimeter Group,[object Object]
47,[object Object],Give Up Control,[object Object],AND STILL BE IN COMMAND,[object Object],© 2011 Altimeter Group,[object Object]
Charlene Li,[object Object],charlene@altimetergroup.com,[object Object],charleneli.com/blog,[object Object],Twitter: charleneli,[object Object],For slides, send an email to slides@altimetergroup.com,[object Object],For more information & to buy the book,[object Object],visit open-leadership.com,[object Object],© 2011 Altimeter Group,[object Object]

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Social Media Strategy, HSM ExpoManagement Espana

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Editor's Notes

  1. http://surprise.klm.com/
  2. http://www.facebook.com/interrailnet?sk=wall&filter=2
  3. http://www.fiatmio.cc/en/20110330#charlene#innovating#crowdsource
  4. Define how open well.