This document discusses social media and provides guidance on assessing an organization's readiness and maturity for social media. It begins by defining social media and explaining its benefits. It then outlines four levels of maturity for social media use - listening organization, learning organization, maturing organization, and optimized organization. Each level is described in 1-2 sentences. It concludes by listing five areas (tools, process, people, governance, metrics) that are important for assessing an organization's social media readiness.

1. are you ready to be social?

2. estebankolsky independent analyst 2 years independent 8 years with gartner 4 years doing 8 years consulting @ekolsky http://www.thinkjar.net esteban@thinkjar.net #unrsocial is today’s hashtag

3. what is social media? new communication channels new way for business to interact with customers facebook, twitter, social networks, communities and forums paradigm shift that has revolutionized the world snake oil the 21st century equivalent of a “vast wasteland” so cool!

4. why social media? consider this… more people using social channels than email results from social media are better, faster, and cheaper than similar market research 1/10 to 1/5 of a similar market research initiative customers trust “companies like me” over “companies not like me” 3:1 largest brands in the world already adopted sm (most are still learning) not too late, not too early critical mass (30%) adoption in 3-5 years competitive advantage (yes, still) makes good business sense (later…)

5. 5 mostly, because as we evolve…

6. 6 …this does not work anymore

7. 7 social media is about conversations…

8. 8 …listening…

9. 9 …engaging…

10. 10 …and doing

11. paradigm or generational shift paradigm shift – societal shift, companies must react generational shift – business model shift, companies can plan 1960s 1970s 1980s 1990s 2000s generational generational generational paradigm paradigm

12. traditional 1:1 relationship socially augmented 1:m:1 relationships social biz biz shifting interaction models

13. a social business model

14. so – what do you do? listen learn grow improve

15. listening organization has taken the first steps towards understanding what social media is begin by listening, and trying to understand what their customers are saying about them about their competitors and about the market in general. are not quite ready to fully utilize this data in a systemic manner will begin to implement certain steps to become more systemic about using social

16. learning organization has taken the first steps towards understanding how their customers use social media what it brings to the organization how to grow what they are doing while providing more value to the customer and to the organization not quite 100% sold on the idea that social media can work see the potential intrigued enough to continue to grow their investment

17. maturing organization fully embraced the use of social media recognizes how to leverage it what to do with it the value it brings to the organization and to the client actively working on making it an integral part of their processes has sufficient understanding of the issues surrounding the deployment and monitoring of social media moved past listening and analyzing to acting on insights

18. optimized organization adopted social media same as they adopted and use telephones or email. actively leveraging social channels, communities, and actionable insights improving as they go has made a corporate commitment to become a social business active across channels and functions related to social media taking final steps towards being an innovative, client-driven feedback-based organization.

19. five areas for readiness assessment tools monitoring tools, analytical tools, collaboration tools process business functions, end-to-end processes people culture, training, collaboration governance adoption, maintenance metrics metrics, KPI, channel-specific

20. social media maturity model

21. resulting placement in maturity model listening organization learning organization maturing organization optimized organization

22. 22 Meet your new customer…. …and your new employee your next customer & employee

23. bottom line – feed on the success

24. we is done – now what?