Social Media ?
Demystifying social media for internal communications (case study)
 
<ul><li>Superior customer service   </li></ul><ul><li>Motivation </li></ul><ul><li>Time Management </li></ul><ul><li>Stres...
Why use social media?
 
 
 
 
 
 
Social media is established as the platform of choice for collaboration, knowledge management and social learning within t...
<ul><li>Formal knowledge  documents, projects plans, presentations and so on)  </li></ul><ul><li>Tacit knowledge  the conv...
Objectives for social media internally
Turns businesses into learning organisations. How did you learn to do what you do well? Mostly through interacting with ot...
What outcomes can social media bring? <ul><li>Improving your customer experience  * increasing customer loyalty and retent...
Don’t ask do we need social media Ask: Do the teams in your business  keep re-inventing the wheel?  Are you struggling to ...
79% of the top 100 companies in the Fortune500  are using social media today.
The principles of keeping staff motivated Founded on the psychology of employee motivation The need for context and purpos...
Social media shifts the parameters
Putting social media to work  The concepts contained in this  slide are copyright to The Virtual Works [Pty] Ltd
Objectives of an effective engagement programme Connect employees to strategic role and  shares information personally Pul...
Example of SM used to connect everyone & interactively engage and collaborate The concepts contained in the presentation a...
 
Knowledge Management
The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd
Simplified info presentation – tag clouds The concepts contained in this presentation are copyright to The Virtual Works [...
Connecting to strategy & information and then collaborating The concepts contained in the presentation are copyright to Th...
Powered up ‘Search’ The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd
Share information and opinions Multimedia The concepts contained in this presentation are copyright to The Virtual Works [...
Collaboration (i.e. Strategy Wiki)
Micro implementation – do one thing HR function
Case study – it doesn’t have to be complicated Latest news and call to action
The importance of customer growth conversation Latest training and call to action
Online and offline
“ During the last couple of weeks we have been logging the type of queries and question that they receive.  The relevant d...
Survey Results Survey Results
<ul><li>Superior customer service    </li></ul><ul><li>Motivation   </li></ul><ul><li>Time Management   </li></ul><ul><...
Social CRM is  the next big thing But wait, there is more....
 
Social media can have a huge impact in your internal communications and business performance The concepts contained in thi...
Thank you for kind attention A special thank you to Firestring, The Virtual Worx and eGain for their contribution to this ...
[email_address] t: + 0860 PURUMA (787 862)  m: +27 83 447 3438  www.puruma.com   LinkedIn:  http://www.linkedin.com/in/ing...
Upcoming SlideShare
Loading in …5
×

Ingrid Lotze - Internal & Employee Communication Summit - 24 February 2011

775 views

Published on

Demystifying social media for internal communications (case study)

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
775
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Ingrid Lotze - Internal & Employee Communication Summit - 24 February 2011

  1. 1. Social Media ?
  2. 2. Demystifying social media for internal communications (case study)
  3. 4. <ul><li>Superior customer service  </li></ul><ul><li>Motivation </li></ul><ul><li>Time Management </li></ul><ul><li>Stress Management </li></ul><ul><li>Telephone Etiquette and best practice  </li></ul><ul><li>Listening Skills  </li></ul><ul><li>Talk with confidence </li></ul><ul><li>Handling difficult Customers </li></ul><ul><li>  How to ask questions </li></ul><ul><li>How to deal with unhappy customers </li></ul>Your Agenda:- Success with internal comms
  4. 5. Why use social media?
  5. 12. Social media is established as the platform of choice for collaboration, knowledge management and social learning within the enterprise space. The concepts contained in this slide are copyright to Firestring [Pty] Ltd
  6. 13. <ul><li>Formal knowledge documents, projects plans, presentations and so on) </li></ul><ul><li>Tacit knowledge the conversations and comments between people and between people and content. </li></ul>The concepts contained in this slide are copyright to Firestring [Pty] Ltd A social network is a generative platform for:-
  7. 14. Objectives for social media internally
  8. 15. Turns businesses into learning organisations. How did you learn to do what you do well? Mostly through interacting with other people who were already doing it well. Workplace learning is a social process... as we work together, we learn together A social network .....
  9. 16. What outcomes can social media bring? <ul><li>Improving your customer experience * increasing customer loyalty and retention by improving the effectiveness of your staff </li></ul><ul><li>Assist with the HR functions * Performance reporting – monitoring quality to improve staff’s capability to deliver better service * Reward and recognition – </li></ul><ul><li>Assist with the transformation journey - skills transfer * Right Knowledge * Right channel * Right information * Right now </li></ul><ul><li>Motivation strategies to ensure the retention of employees </li></ul>
  10. 17. Don’t ask do we need social media Ask: Do the teams in your business keep re-inventing the wheel? Are you struggling to run efficiently and get people on the same page? Ask: Do you need to stay competitive and accelerate innovation and efficiencies in your business? Ask: Do you need to see a Return on Investment in your Interactions? The concepts contained in this slide are copyright to Firestring [Pty] Ltd
  11. 18. 79% of the top 100 companies in the Fortune500 are using social media today.
  12. 19. The principles of keeping staff motivated Founded on the psychology of employee motivation The need for context and purpose The need to belong The need to contribute The need to be valued The need for safety The concepts contained in this slide are copyright to The Virtual Works [Pty] Ltd
  13. 20. Social media shifts the parameters
  14. 21. Putting social media to work The concepts contained in this slide are copyright to The Virtual Works [Pty] Ltd
  15. 22. Objectives of an effective engagement programme Connect employees to strategic role and shares information personally Pulls continuous back feedback from each employee and shares with co-workers Aggregates and shares quantitative and qualitative feedback and sends upwards Processes employee-driven recognition of peer contributions to strategy and appreciates
  16. 23. Example of SM used to connect everyone & interactively engage and collaborate The concepts contained in the presentation are copyright to The Virtual Works [Pty] Ltd Self managed profile and tags connects employees to tribes Cascades a strategic role to every employee Tools to recognise and appreciate peer contributions Tools to feedback on strategy implementation/performance
  17. 25. Knowledge Management
  18. 26. The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd
  19. 27. Simplified info presentation – tag clouds The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd Knowledge Management
  20. 28. Connecting to strategy & information and then collaborating The concepts contained in the presentation are copyright to The Virtual Works [Pty] Ltd
  21. 29. Powered up ‘Search’ The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd
  22. 30. Share information and opinions Multimedia The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd
  23. 31. Collaboration (i.e. Strategy Wiki)
  24. 32. Micro implementation – do one thing HR function
  25. 33. Case study – it doesn’t have to be complicated Latest news and call to action
  26. 34. The importance of customer growth conversation Latest training and call to action
  27. 35. Online and offline
  28. 36. “ During the last couple of weeks we have been logging the type of queries and question that they receive. The relevant documents are on Ikhaya and the Toolkit has been tailored to ensure that you have the information available to answer your customers queries. Also available in the toolkit are the questions you need to ask to determine your customers requirements – once you have accurately determined the need, you can use the documents showing the ranges, the competitor comparisons, the pricelist and availability schedule to recommend the products that will fit your customers requirement. You are now empowered to service your customer without having to make them wait for you to source the information! “
  29. 37. Survey Results Survey Results
  30. 38. <ul><li>Superior customer service   </li></ul><ul><li>Motivation  </li></ul><ul><li>Time Management  </li></ul><ul><li>Stress Management  </li></ul><ul><li>Telephone Etiquette and best practice   </li></ul><ul><li>Listening Skills   </li></ul><ul><li>Talk with confidence  </li></ul><ul><li>Handling difficult Customers  </li></ul><ul><li>  How to ask questions  </li></ul><ul><li>How to deal with unhappy customers  </li></ul>Success in a internal comms using social media
  31. 39. Social CRM is the next big thing But wait, there is more....
  32. 41. Social media can have a huge impact in your internal communications and business performance The concepts contained in this slide are copyright to Firestring [Pty] Ltd
  33. 42. Thank you for kind attention A special thank you to Firestring, The Virtual Worx and eGain for their contribution to this presentation
  34. 43. [email_address] t: + 0860 PURUMA (787 862) m: +27 83 447 3438 www.puruma.com LinkedIn: http://www.linkedin.com/in/ingridlotze Twitter: http://twitter.com/ingridlotze Skype : lotzemoffat Blog: lotzemoffat.wordpress.com

×