The document discusses the opportunities and risks of social media use for enterprises. It identifies several potential internal uses of social media, including for customer feedback, recruiting, knowledge sharing, and training. However, it also notes reputational, compliance, privacy, and security risks. The document advocates implementing effective social media governance, policies, monitoring, and employee awareness training to help enterprises unlock benefits from social media while mitigating risks.
Today Social Media is witnessing a rise in customer participation leading to an equivalent rise in social media applications for customer service. Therefore, organizations need an actionable framework that can respond efficiently and proactively to customer requests and unmet needs.
This presentation focuses on the following
Listening to the entire universe - Why is it important and how should it be approached?
Understanding and measuring customer experience through social media – the possibilities today
Enabling ongoing social media engagement for improving customer experience
In Finland, Enterprise 2.0 is currently at the early (but accelerating) adoption stage, where competitive advantages will come to those who embrace the new tools and business models. In today's economic climate, that can mean the difference between survival and failure for many companies.
Enterprises and organizations in Finland have found Web 2.0 tools to be effective in reducing costs, however, Finnish organizations and businesses are still early adopters when it comes to the use of Enterprise 2.0 and web 2.0 for revenue growth and innovation.
A framework for managing social media by:
• Establishing guidance
• Defining the landscape
• Clarifying roles and responsibilities
• Addressing legal issues
• Understanding best practices
Today Social Media is witnessing a rise in customer participation leading to an equivalent rise in social media applications for customer service. Therefore, organizations need an actionable framework that can respond efficiently and proactively to customer requests and unmet needs.
This presentation focuses on the following
Listening to the entire universe - Why is it important and how should it be approached?
Understanding and measuring customer experience through social media – the possibilities today
Enabling ongoing social media engagement for improving customer experience
In Finland, Enterprise 2.0 is currently at the early (but accelerating) adoption stage, where competitive advantages will come to those who embrace the new tools and business models. In today's economic climate, that can mean the difference between survival and failure for many companies.
Enterprises and organizations in Finland have found Web 2.0 tools to be effective in reducing costs, however, Finnish organizations and businesses are still early adopters when it comes to the use of Enterprise 2.0 and web 2.0 for revenue growth and innovation.
A framework for managing social media by:
• Establishing guidance
• Defining the landscape
• Clarifying roles and responsibilities
• Addressing legal issues
• Understanding best practices
Online Communication Lesson2 / Online Measurement, Web Analytics, Internet & ...Cem Cinlar
The second lesson of Online Communication. Choose your monitoring tool! Everything begins with listening. How about active listening?! Flash materials, videos and some critical pages are not included. Educational use only!
Understanding the web analytics, online measurement, Internet monitoring, social media monitoring, reporting, analysis, usability, accessibility, web accessibility and brand awareness.
At its essence, enterprise social computing is the connection of people to people, data to data and people to data within a corporate environment. The discovery, connection and collaboration occurring among employees through social interaction promote the collection of ideas and the encouragement of transparent information sharing, as well as eliminate tacit information loss through long-term employee attrition.
Social BPM - Combining social Web and BPM for improving enterprise performanceemanuelemolteni
Social BPM fuses BPM practices with social networking applications, with the aim of enhancing the enterprise performance by means of a controlled participation of external stakeholders to process design and enactment. The purpose of this participation is the exploitation of the operational value of the company, hidden within the personal behaviours and relations. In the presentation we address three main points:
- The motivation and requirements associated with Social BPM
- The concrete objectives that organizations can earn in terms of efficiency improvement, including: exploitation of weak ties and implicit knowledge; increase of transparency in process execution; user participation and engagement; distribution of decision and activity execution; feedback collection; and knowledge sharing
- The status of the Social BPM offer and the coverage of the above objectives
For each objective, pros and cons of the various solutions are discussed and concrete examples are used for describing the problem. Practical and innovative techniques are introduced too (e.g., crowdsearching, gamification, social network analysis, extended BP modeling notations, agile cycles for process improvement).
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
2014 from social business to big data white paper insights from cic's 2013-20...Kantar Media CIC
Kantar Media CIC published “From Social Media to Social Business” white paper series from 2011, which helped enterprises develop their understanding of Chinese social media and ultimately realize their social business objectives. Nowadays, in order to promote enterprises’ implement of social business, Kantar Media CIC officially releases Social Business white paper, From Social Business to Big Data: Insights from Kantar Media CIC’s 2013-2014 China Enterprise Social Business Survey.This book conducts an online survey by distributing questionnaires among more than 390 respondents who come from over 30 industries, to collect extensive attitudes and perceptions towards social business from professionals of various functional departments,and provides suggestions for the organizations which are (or will be) undergoing social business changes.
Ernst & Youngin Liiketoiminnan lait -seminaari 14.2.2013 Helsingissä, Peter k...EY Finland
Turvallinen ja tehokas sosiaalinen media, Social media’s impact on a company’s operations, Peter Katko, Partner, Head of IP/IT Law, Ernst & Young Germany
Online Communication Lesson2 / Online Measurement, Web Analytics, Internet & ...Cem Cinlar
The second lesson of Online Communication. Choose your monitoring tool! Everything begins with listening. How about active listening?! Flash materials, videos and some critical pages are not included. Educational use only!
Understanding the web analytics, online measurement, Internet monitoring, social media monitoring, reporting, analysis, usability, accessibility, web accessibility and brand awareness.
At its essence, enterprise social computing is the connection of people to people, data to data and people to data within a corporate environment. The discovery, connection and collaboration occurring among employees through social interaction promote the collection of ideas and the encouragement of transparent information sharing, as well as eliminate tacit information loss through long-term employee attrition.
Social BPM - Combining social Web and BPM for improving enterprise performanceemanuelemolteni
Social BPM fuses BPM practices with social networking applications, with the aim of enhancing the enterprise performance by means of a controlled participation of external stakeholders to process design and enactment. The purpose of this participation is the exploitation of the operational value of the company, hidden within the personal behaviours and relations. In the presentation we address three main points:
- The motivation and requirements associated with Social BPM
- The concrete objectives that organizations can earn in terms of efficiency improvement, including: exploitation of weak ties and implicit knowledge; increase of transparency in process execution; user participation and engagement; distribution of decision and activity execution; feedback collection; and knowledge sharing
- The status of the Social BPM offer and the coverage of the above objectives
For each objective, pros and cons of the various solutions are discussed and concrete examples are used for describing the problem. Practical and innovative techniques are introduced too (e.g., crowdsearching, gamification, social network analysis, extended BP modeling notations, agile cycles for process improvement).
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
2014 from social business to big data white paper insights from cic's 2013-20...Kantar Media CIC
Kantar Media CIC published “From Social Media to Social Business” white paper series from 2011, which helped enterprises develop their understanding of Chinese social media and ultimately realize their social business objectives. Nowadays, in order to promote enterprises’ implement of social business, Kantar Media CIC officially releases Social Business white paper, From Social Business to Big Data: Insights from Kantar Media CIC’s 2013-2014 China Enterprise Social Business Survey.This book conducts an online survey by distributing questionnaires among more than 390 respondents who come from over 30 industries, to collect extensive attitudes and perceptions towards social business from professionals of various functional departments,and provides suggestions for the organizations which are (or will be) undergoing social business changes.
Ernst & Youngin Liiketoiminnan lait -seminaari 14.2.2013 Helsingissä, Peter k...EY Finland
Turvallinen ja tehokas sosiaalinen media, Social media’s impact on a company’s operations, Peter Katko, Partner, Head of IP/IT Law, Ernst & Young Germany
Premier personal loan company in Singapore offers customers a range of financial services in the area of home loan, car loan, housing and educational loan at the minimum interest rate.
In his new book, Steven advises companies to become conversation companies. A conversation company is a very consumer oriented company, relying on the power of people and using social media as a perfect partner. The Conversation Company invests in 4 C's to optimize its conversation potential: customer experience, conversation management, content, collaboration. This report gives an update to which extent companies are investing in these 4 dimensions.
In February 2009, Vignette conducted a survey of 200 marketing executives on the subject of Social Media. The organizations surveyed know they need to utilize Social Media on their Web sites, but most are unsure how to implement a strategy.
This presentation by Gerardo Dada, senior director of product marketing for Vignette, explores a summary of trends captured in the survey as well as a step-by-step guide to implementing a successful Social Media strategy in your organization. The presentation also includes discussion on the state of Social Media today, what Web 2.0 means for your business and key strategies for successfully implementing Social Media in your organization.
Many large companies recognize the importance of social media tools but lack the vision on how to use them in conjunction with long-term initiatives and measure their effectiveness, according to a survey conducted by Vignette Corporation (NASDAQ: VIGN) in partnership with the Marketing Leadership Roundtable and the Corporate Executive Board. The results will be discussed in a June 10 Webcast presented by Vignette.
The survey collected almost 200 responses from companies with median revenue of $333 million. Fifty percent of the respondents work at companies that have 1,000 employees or more and 62 percent come from B2B organizations.
A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
Socialite Engage, a social media engagement platform designed specifically for those in the financial services industry. Given the strict rules and federal regulations that govern the financial services sector, Socialite Engage has been built to flexibly manage inbound and outbound content and conversations via popular social media channels such as LinkedIn, Facebook, and Twitter while providing message archiving controls to maintain compliance.
The Coming Change in Social Media by Social Media TodayElizabeth Lupfer
In a major paradigm shift that is impacting public relations and marketing oranizations, companies are now viewing social media as their front line strategy for customer engagement, immediate contact, and lead generation. This means the software tools we use in the social space will be changing a lot too. This gamebreaker call was based on research developed by our resident trendspotter, Josh Gordon, in Social Media Today's latest free download white paper The Coming Change In Social Media. It's our focus here at Social Media Today to help frame the issues and put them into perspective so that community members can use them as a roadmap and drive the future of social media. Don't get behind the curve.
Walter Adamson of Kinship Digital spoke at the Institute of Internal Auditors South Pacific and Asia Conference SOPAC 2013 on how to a grip on auditing social media and the components of governance. Adamson was previously an Internal Auditor, a Certified Information Systems Auditor, and a is a Certified Social Media Strategist.
Similar to Ernst & Youngin Liiketoiminnan lait -seminaari 14.2.2013 Helsingissä, Antti Herrala (20)
Ernst & Youngin Liiketoiminnan lait -seminaari 14.2.2013 Helsingissä, Antti Herrala
1.
2. Social Media and enterprise
Opportunities
Social Media
CRM Social Media
for Internal
Social Media Communication
for Customer Social Media for
Social Media for
Feedbacks Internal Knowledge
Public Relations Social Media for
Sharing
Social Media for Recruiting
Social Media for Innovation and
Branding and Crowd Sourcing Social Media for
Marketing Social Media Internal Trainings
External Internal
in the
view Reputational
Operational view
Risks regarding
Enterprise Risks regarding
Social Media
Social Media Social
Regulations
Engineering
Security
Compliance Privacy Strategic
Risks regarding
Risks regarding
Social Media
Social Media
Risks
15.2.2013 2 Liiketoiminnan lait -seminaari
Turvallinen ja tehokas sosiaalinen media
4. Social Media risks and challenges
Criminal hackers “re-engineering” confidential information
• Hacked, faked or compromised corporate accounts
• Viruses, malware, cross-site scripting and phishing
• Failure to establish complete and fully compliant archiving and record-retention
processes for corporate information shared on social media, especially in the health
care, financial services and banking industries
Do not ignore, limit, restrict!
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5. Social media: opportunities and risks
abound
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6. Social Media and enterprise
Which of the following controls have you implemented to mitigate the new or
increased risks related to the use of social media?
45 %
Limited or no access to… 18 %
45 %
Policy adjustments 72 %
40 %
Security & social media… 67 %
32 %
Monitoring of social… 26 %
11 %
New disciplinary processes 5%
Adjusted incident… 10 %
8%
Global
20 % Finland
None 3%
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7. Social media without effective governance
Management
Marketing & Human Legal & Research & IT Security & Products &
Communication Resouces Compliance Development Operations Services
No Social Media
Governance
Business networking Video-sharing Music-sharing Photo-sharing
website website website website
News and update- Email client and Social networking
sharing website personal updates website
website
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8. Social media with effective governance
Good Practices Social Media Strategy Good Practices Social Media Policies
Social media strategy that covers the specific strengths and Corporation-wide social media policy with regional
weaknesses of the organization related to social media adaption if necessary
Strategy is implemented through the social media policy Social media policies for marketing and communication as
well as for business and private use by all employees
Management
Marketing & Human Legal & Research & IT Security & Products &
Communication Resouces Compliance Development Operations Services
Good Practices Social Media Monitoring Social Media Governance Good Practices Social Media Awareness
Centralized overview of the organization‘s All employees have access to the social
official social media sites media policy and are regularly informed
Real-time monitoring of relevant keywords about the do‘s and dont‘s
Established incident managemen system Testing of the policy through ethical
adressing social media issues social engineering attacks etc.
Business networking Video-sharing Music-sharing Photo-sharing
website website website website
Email client and
News and update- personal updates Social networking
sharing website website website
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9. Unlock potential benefits and address risk
Social Media Unlock potential
Excellence benefits:
• Recognizing strategic
Social Media opportunities
Monitoring • Brand awareness
Controls, Tools • Generate revenue
•
Social Media Effective Enhanced competitive
advantage
Awareness
Trainings Social Media • Valued relationships
• Efficient recruitment
Social Media
Governance
Governance & Strategy • Cost reduction
Framework • etc.
Policies, Guidelines Control the Risks:
Social Media
Strategy
• Strategic risks
Vision, Goals, KPIs • Operational risks
• Reputation risks
Social Media • Legal risks
Assessment
SWOT Analysis • Confidentiality risks
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10. Social Media governance maturity model
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11. Thank you
Antti Herrala
IT Risk & Assurance Leader
Advisory Services
Email: antti.herrala@fi.ey.com
Phone: +358 207 280 190
Mobile: +358 40 768 8397
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