Related Roles/Departments: HR, IT, Ops, Snr Management
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SoTech - How social media works inside and outside the business [INFOGRAPHIC]


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Infographic created by Darika Ahrens, Shannon Boudjema and Paul Armstrong that depicts how social media works inside and outside the business world.


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SoTech - How social media works inside and outside the business [INFOGRAPHIC]

  1. 1. Related Roles/Departments: HR, IT, Ops, Snr Management Related Roles/Departments: Marketing, Customer Service, Brand Manager, Brand Management The Operational benefits of using Social Tech mainly relate to saving money vs. making money for the business. Social Director & Board level, Shareholders technologies often have a very direct effect on productivity (e.g. the use of collaborative work tools) as well as traditional IT management (e.g. shift to cloud computing, reduce data duplication). There are also a wealth of benefits with regards Benefits Benefits By far one of the most valuble parts of a business is the brand; growing and maintaining a reputation. Social technologies to human resource from recruitment (eliminating recruiters, global talent pool thanks to remote working technologies, provide both solutions (via online monitoring capabilities) AND challenges (like scalability and ownership), which are worth reducing likelihood of wrong hires and promoting the company as a great place to work) to retention by giving employees evaluating to protect and increase the value of the brand. Reputation/ greater work satisfaction and aiding skills development. All of these areas can have a measurable effect on the bottom line. Operational Influence dashboards Cloud computing inc. mobile Digital profiles Realtime monitoring solutions Project and time tracking software Promotional tools like corporate blogs, microblogging and networks (which attract and retain talent) Online sentiment analysis Social Tech Social Tech Collaborative work tools and knowledge sharing e.g. wikis, internal social networks, crowdsourcing platforms Automated moderation software Virtual working technologies Analytics and reporting tools Recruitment and business contact networks Competitor insight tools Higher positivity (+ vs. competitor) Reduction/elimination crisis spend inc. PR, More accurate pricing and/or better profit margins Reduction in staff turnover product recall Acquring customers away from competitors Higher staff retention Reduce staff costs Increase/maintain share price Metrics Metrics More up-to-date info, more often Lower CPA of new hires Reduce spend on independent reports Decrease travel costs SEO metrics like google ranking, keyword performance, Reduce recruitment time organic search traffic, mitigating negative commentary Related Roles/Departments: R&D, Product/Brand Management, Sales, Related Roles/Departments: Customer Service, Sales, R&D, Brand/Product Manager, Innovation, Director & Board level Marketing Benefits Ou Benefits Customer service Sitting squarely in business development is the potential for social technologies to not only reduce research/trial time and t If the old adage - It’s cheaper to keep a customer than find a new one is true, then social technologies can deliver increased decrease time to market but increase revenue and market share by using indepth customer insight and even collaborative revenue as well as a reduction in cost to provide the levels of service customers expect - while driving and maintaining s working to streamline and create products which customers will buy. Crowdsourcing and innovation is increasingly being customer satisfaction. Development used by forward-thinking businesses. si s e b u sin e de Online monitoring tools Virtual service tools Analytics tools the bu Crowdsourcing e.g bespoke social networks, discussion Realtime monitoring solutions Collaborative problem-solving platforms boards, email feedback generators, idea submission and e.g. message boards ranking platforms, wikis Research/surveys/Q&A tech Social Tech Social Tech Wikis/crowdsourcing platforms Online survey/ad platforms Virtual goods & services Social networks and brand communities th si n n Decrease time to market Reduction in staff turnover I es Faster resolution turn around Additional revenue generated Streamline product/services range to reduce costs Reduce staff costs s Increase in repeat customer/customer retention Reduction in refunds/returns Sales increase Reduce market research and user group testing spend Metrics Metrics Increase in customer satisfaction Reduction in negative sentiment Increase market share Reduction in Op Ex Related Roles/Departments: Customer Service, Sales, R&D, Brand/Product manager, Related Roles/Departments: R&D, Product/Brand Management, Sales, Marketing Innovation, Director & Board level There are a multitide of social technologies available to those guiding the strategic direction of business from insights to Benefits Benefits Customers are at the heart of every business with social technologies having wide ranging benefits on loyalty, avg spend, frequency of spend, referrals and overall customer satisfaction. In addition social technologies deliver deep insight into innovation. There are numerous stakeholder benefits from management & employees, to shareholders as well the potential customer demand as well as the potential for greater customisation. For marketers, much of what they deliver should and retention for brand awareness and business growth - today and in the future. impact here but with many never measuring the results of their efforts or true ROI. Acquisition Leadership Monitoring Tools Polls/Surveys Incentive and promotional tools & communities Analytics & Reporting tools Communities Open source technologies Paid Media like Paid Search, PPC, Display, Targeted ads, Social Commerce tools Virtual worlds/Metaverses Widgets and Apps Real-time analytics Data analytics, reporting and visualization Social Tech Social Tech Direct mail Brand Owned Channels like blogs, video, image, websites, Digital and mobile apps Social CRM software and tools communities Enhanced comms tools like webcasts, social networks, blogs Micro-financing platforms Customer profiling & tracking tools Earned Media/WOM/viral marketing Collaborative work tools and platforms Reduction in paid media spend Engagement metrics Increase Profit Meet sustainability objectives Increase and/or more targeted reach Measuring effectiveness of campaigns: Reach, Reduce Cost of Business Win awards Engagement, Positive Sentiment, Negative Sentiment Greater visibility across the business with data and feedback Improved flexibility of business Increase longevity of business/growth Metrics Metrics Returning customers Volume of WOM Raise profile of company and individuals Sales data: acquire, repeat/increase purchase, reduce return, cross sell, friend-get-friend Shannon Boudjema @shannonboudjema v 1.0 Paul Armstrong Darika Ahrens @munkyfonkey @darika InfoGraph designed by Hold.