Enterprise Social Media Workshop

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Enterprise Social Media Workshop

  1. 1. Not just anothercommunication channel
  2. 2. 39%   37%   32%   30%   increase in increase in employee more ideas project higher connections generated & collaboration employee captured and satisfaction productivity 27%   32%   Reduction in reduction in emails time to find recieved answersSource: Jive Software
  3. 3. 42%   31%   34%   34%   more communication 27%   increase in more feedback higher brand increase in with awareness customer and ideas from new customer customers retention customers sales 28%   decrease in support call volumeSource: Jive Software
  4. 4. Kern van Social is Dialoog ….maar er komt meer bij kijken
  5. 5. Social is een Rotwoord ……in de enterprise
  6. 6. Samenwerking
  7. 7. NetworkGeography Time Structure
  8. 8. 6 benefits of ESM
  9. 9. Increased Productivity37%  
  10. 10. Get to know what yourcompany knows
  11. 11. Faster better andanswers questions to
  12. 12. Engagement
  13. 13. 27%    less  email  
  14. 14. More innovation
  15. 15. Key reasons for failure  §  Same usage as private soc. med.§  Out of the flow§  Undefined business purpose§  No Plan
  16. 16. Reasons not to participate  §  Time§  Freedom§  Transparency§  Confidentiality§  Feel silly§  Be ignored
  17. 17. Best practiceAdoption program
  18. 18. CollectiveIntelligence instrategic domains
  19. 19. Structured Collaboration
  20. 20. Dynamic Collaboration
  21. 21. Community Management
  22. 22. Knowledge Management
  23. 23. Success criteria
  24. 24. Define goals for using ESM?  
  25. 25. The  ROI  mystery   Goals  are  too  vague  
  26. 26. Example goal:By having the departments claims handling,administration, client service, and salescommunicate and collaborate with each other directlythrough our intranetwe will shorten the time required to reply to a clientrequest, complaint, claim, to max 1 dayand improve the quality.
  27. 27. Find a Sponsor  
  28. 28. Sponsor  
  29. 29. Who participate? will
  30. 30. What’s in it for me?!  
  31. 31. community Set-up amanagement organization  
  32. 32. Formulate well!  
  33. 33. not toThink about the reasons participate  
  34. 34. What we Doü ESM strategy developmentü ESM scans & diagnosisü ESM technology selectionü Collaborative Groups designü Adoption programsü Collaborative Groups managementü ESM training & development

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