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

1. (Employee Engagement) = Social Media Scott K. Wilder SVP – Social Media Architect Edelman Digital March 2010

2. Digital 3/1/2010 - Beyond 2/2003 – 12/2009 2 © 2010 Edelman Digital and Wilder Partners, LLC

3. © 2010 Edelman Digital and Wilder Partners, LLC

4. Today’s Session How to make Employee Engagement Part of your Digital Strategy 4 © 2010 Edelman Digital and Wilder Partners, LLC

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7. Ideal world – we design our company’s org structure © 2010 Edelman Digital and Wilder Partners, LLC

8. Instead we have… © 2010 Edelman Digital and Wilder Partners, LLC

9. But ..Social Media touches all departments © 2010 Edelman Digital and Wilder Partners, LLC IT Marketing HR 9

10. Some guiding principles Employees are a strategic asset We trust our employees to do what is right Research shows engaged employees are more productive. Research show more engaged employees leads to more customer-focused solutions Employee & customer experiences must be managed together -- not separately Employee-customer encounter must be measured and managed Employee & customer engagement interact to drive enhanced financial performance. Source: Human Sigma – Book about Employee Engagement impacting financial results

11. Understand the Ecosystems Your employee’s Your company’s Employees Bloggers Suppliers Students Developers Everyone has networks, everyone can be an expert, everyone can be a thought leader 11 © 2010 Edelman Digital and Wilder Partners, LLC

12. Start with VOE – Voice of the Employee Do your employees want to participate? Where do they want to participate? Do they feel they have the skills, knowledge or experience to participate Do they want to be part of a learning culture © 2010 Edelman Digital and Wilder Partners, LLC

13. Define the ‘What!’ – Desired outcome © 2010 Edelman Digital and Wilder Partners, LLC 13

14. Let go – give up control © 2010 Edelman Digital and Wilder Partners, LLC

15. Don’t micromanage them © 2010 Edelman Digital and Wilder Partners, LLC 15 “I will be happy to give you innovative thinking. What are the guidelines?”

16. Let them pick their vice © 2010 Edelman Digital and Wilder Partners, LLC 16

17. Provide guidelines and guardrails © 2010 Edelman Digital and Wilder Partners, LLC Guidelines Guardrails

18. Integrity Without Compromise …Use Good Judgment 1 A Blog or Post is Your Opinion …Make it Clear 2 Protect Your Identity and the Privacy of Others…Think Smart and Safe 3 Company Confidential Information…Do Not Disclose 4 Media, Industry Analyst & Financial Analyst Inquiries …Contact Corporate Communications 5 Questions and Additional Resources 6 Develop training with legal, privacy, finance, depts... © 2010 Edelman Digital and Wilder Partners, LLC

19. Make Training Opt-In © 2010 Edelman Digital and Wilder Partners, LLC

20. Get agreement onPrinciples for Engagement Be Real Reveal your true, authentic personality Use your natural voice – no “corporate speak” Identify yourself as an employee of Intuit Be Respectful Don’t disparage others Embrace diverse perspectives Don’t shout Be Honest Provide accurate & fact-based responses Admit when you don’t know something Make it clear that your opinions are your opinions Disclose any incentives influencing your conversations Be Natural Speak conversationally (it is not a press review) Listen more than you talk Respond thoughtfully Be Discreet Speak as if your words will make the front page news Don’t pre-announce Intuit features, offerings, or activities before it is public knowledge Don’t disclose Intuit confidential or personal information Ask for help when in doubt Be Spirited Represent our company’s values well Remind employees that they represent your company Source: Intuit 20

21. Include some role playing © 2010 Edelman Digital and Wilder Partners, LLC 21

22. Organize accordingly © 2010 Edelman Digital and Wilder Partners, LLC 22

24. Delayed – can inform customer that team ‘is working on’

25. Expectant – can inform customer that they should expect response by ….

26. Minimal – individual can handle

28. © 2010 Edelman Digital and Wilder Partners, LLC 25 Reward and recognize

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31. Build a learning culture…. © 2010 Edelman Digital and Wilder Partners, LLC 28 © 2010 Edelman Digital and Wilder Partners, LLC

32. Some potential results… © 2010 Edelman Digital and Wilder Partners, LLC 29

33. Thank You Scott K. Wilder Skype: skwilder scott.wilder@edelman.com