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Tapping into Employees Wisdom

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Originally presented at Webguild conference. Focuses on the importance of Employee engagement and it's impact on a company's success with Digital engagement

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Tapping into Employees Wisdom

  1. 1. (Employee Engagement) = Social Media<br />Scott K. Wilder<br />SVP – Social Media Architect<br />Edelman Digital<br />March 2010<br />
  2. 2. Digital<br />3/1/2010 - Beyond<br />2/2003 – 12/2009<br />2<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  3. 3. © 2010 Edelman Digital and Wilder Partners, LLC<br />
  4. 4. Today’s Session<br />How to make Employee Engagement<br />Part of your Digital Strategy<br />4<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  5. 5. © 2010 Edelman Digital and Wilder Partners, LLC<br />
  6. 6. © 2010 Edelman Digital and Wilder Partners, LLC<br />
  7. 7. Ideal world – we design our company’s org structure<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  8. 8. Instead we have…<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  9. 9. But ..Social Media touches all departments<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />IT<br />Marketing<br />HR<br />9<br />
  10. 10. Some guiding principles<br />Employees are a strategic asset <br />We trust our employees to do what is right<br />Research shows engaged employees are more productive. <br />Research show more engaged employees leads to more customer-focused solutions<br />Employee & customer experiences must be managed together -- not separately<br />Employee-customer encounter must be measured and managed<br />Employee & customer engagement interact to drive enhanced financial performance. <br />Source: Human Sigma – Book about Employee Engagement impacting financial results<br />
  11. 11. Understand the Ecosystems<br />Your employee’s<br />Your company’s<br />Employees<br />Bloggers<br />Suppliers<br />Students<br />Developers<br />Everyone has networks, everyone can be an expert, <br />everyone can be a thought leader<br />11<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  12. 12. Start with VOE – Voice of the Employee<br />Do your employees want to participate?<br />Where do they want to participate?<br />Do they feel they have the skills, knowledge or experience to participate<br />Do they want to be part of a learning culture<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  13. 13. Define the ‘What!’ – Desired outcome<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />13<br />
  14. 14. Let go – give up control<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  15. 15. Don’t micromanage them<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />15<br />“I will be happy to give you innovative thinking. <br />What are the guidelines?”<br />
  16. 16. Let them pick their vice<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />16<br />
  17. 17. Provide guidelines and guardrails<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />Guidelines<br />Guardrails<br />
  18. 18. Integrity Without Compromise …Use Good Judgment<br />1<br />A Blog or Post is Your Opinion …Make it Clear<br />2<br />Protect Your Identity and the Privacy of Others…Think Smart and Safe<br />3<br />Company Confidential Information…Do Not Disclose<br />4<br />Media, Industry Analyst & Financial Analyst Inquiries …Contact Corporate Communications<br />5<br />Questions and Additional Resources<br />6<br />Develop training with legal, privacy, finance, depts...<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  19. 19. Make Training Opt-In<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  20. 20. Get agreement onPrinciples for Engagement <br />Be Real<br />Reveal your true, authentic personality<br />Use your natural voice – no “corporate speak”<br />Identify yourself as an employee of Intuit<br />Be Respectful<br />Don’t disparage others<br />Embrace diverse perspectives<br />Don’t shout<br />Be Honest<br />Provide accurate & fact-based responses<br />Admit when you don’t know something<br />Make it clear that your opinions are your opinions<br />Disclose any incentives influencing your conversations<br />Be Natural<br />Speak conversationally (it is not a press review)<br />Listen more than you talk<br />Respond thoughtfully<br />Be Discreet<br />Speak as if your words will make the front page news<br />Don’t pre-announce Intuit features, offerings, or activities before it is public knowledge<br />Don’t disclose Intuit confidential or personal information<br />Ask for help when in doubt<br />Be Spirited<br />Represent our company’s values well<br />Remind employees that they represent your company<br />Source: Intuit<br />20<br />
  21. 21. Include some role playing <br />© 2010 Edelman Digital and Wilder Partners, LLC<br />21<br />
  22. 22. Organize accordingly<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />22<br />
  23. 23. Think Triage!<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />23<br />Understand how different issues get prioritized<br />Understand how different channels get prioritized<br />Understand what type of customers, users you will work with first<br />Establish different types of response<br /><ul><li>Immediate – requires real – time response
  24. 24. Delayed – can inform customer that team ‘is working on’
  25. 25. Expectant – can inform customer that they should expect response by ….
  26. 26. Minimal – individual can handle
  27. 27. Monitor – don’t do anything – but monitor the situation</li></li></ul><li>Conduct ongoing Info Exchange <br />© 2010 Edelman Digital and Wilder Partners, LLC<br />24<br />
  28. 28. © 2010 Edelman Digital and Wilder Partners, LLC<br />25<br />Reward and recognize<br />
  29. 29. © 2010 Edelman Digital and Wilder Partners, LLC<br />26<br />26<br />
  30. 30. © 2010 Edelman Digital and Wilder Partners, LLC<br />27<br />
  31. 31. Build a learning culture….<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />28<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />
  32. 32. Some potential results…<br />© 2010 Edelman Digital and Wilder Partners, LLC<br />29<br />
  33. 33. Thank You<br />Scott K. Wilder<br />Skype: skwilder<br />scott.wilder@edelman.com<br />

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