MinneBar Going social discovering enterprise social media touch points


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Everybody knows social media is only good for advertising, marketing, sales prospecting and branding. At least that's what most large enterprises think of when they think about social media.

The reality is there are many other places where social media can help support the enterprise, from product development to employee retention to crisis communications, and more. In fact, in the socially-optimized enterprise of the future, social computing will be as pervasive as email is today. So what will that enterprise look like, and how will it benefit from going social?

Social Media Performance Group has been building an Enterprise Social Media Framework ™ (ESMF) to map out touch points throughout the typical enterprise structure along with best practices and case studies. In this session, we share some of the draft framework and listen to your ideas for novel uses of social computing to solve business problems.

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MinneBar Going social discovering enterprise social media touch points

  1. 1. Going Social: Discovering Enterprise Social Media Touch Points Social Media Performance Group Robbie Johnson Mike Ellsworth Ken Morris
  2. 2. Social Media in Business • Typical Social Media Application Areas: – Marketing – Branding Find – Sales Be Listen Found Enterprise Grow Engage Business Influence Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  3. 3. Social Media in the Enterprise • Other Great Places to Use Social Media: – Customer Service – Product Development – Employee Engagement – Knowledge Management – Crisis Communications – Marketing Research Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  4. 4. Social Media in the Enterprise • Customer Service – Comcast uses Twitter to move customer support toward real-time Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  5. 5. Social Media in the Enterprise • Product Development – Dell listened to their online community, created a Linux product Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  6. 6. Social Media in the Enterprise • Employee Engagement – BestBuy’s WaterCooler has had 1.5M posts over 2 years, 10,000 employees a week using Fortune 500 Companies with Engaged Employees Report: $80,000–120,000 additional revenue  per month Recruitment Growth in costs 55% lower $3,800 employee productivity more profits $18,600 per employee more market value per employee Higher Higher Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved profitability customer loyalty
  7. 7. Social Media in the Enterprise • Knowledge Management – IBM develops technology solutions three times faster using social media knowledge management Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  8. 8. Social Media in the Enterprise • Crisis Communications – Domino’s Pizza YouTube video response from president: 650,000 views, 7,000 comments. Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  9. 9. Social Media in the Enterprise • Marketing Research – Fiskars created a social media community – got 70 good product ideas within 12 hours Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  10. 10. External and Internal Strategies Externally Facing Internally Facing Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  11. 11. No Tools Before Rules™
  12. 12. Enterprise Social Media Framework™ Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
  13. 13. Slides • Get these slides at: bit.ly/bkaSlg Visit us at bit.ly/smperformance Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
  14. 14. Homework • Take the Social Media Performance Group's Social Media Readiness Survey bit.ly/smsurvey Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
  15. 15. Thank You! • You are welcome to connect with me: – Mike Ellsworth – Twitter: @smpgcom – LinkedIn: www.LinkedIn.com/in/MikeEllsworth – Facebook: www.facebook.com/MichaelJEllsworth – bit.ly/smperformance – mellsworth@socialmediaperformancegroup.com – 952-373-1006 Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved