minnebar going social discovering enterprise social media touch points
Post on 18-Oct-2014
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DESCRIPTION
Everybody knows social media is only good for advertising, marketing, sales prospecting and branding. At least that's what most large enterprises think of when they think about social media. The reality is there are many other places where social media can help support the enterprise, from product development to employee retention to crisis communications, and more. In fact, in the socially-optimized enterprise of the future, social computing will be as pervasive as email is today. So what will that enterprise look like, and how will it benefit from going social? Social Media Performance Group has been building an Enterprise Social Media Framework ™ (ESMF) to map out touch points throughout the typical enterprise structure along with best practices and case studies. In this session, we share some of the draft framework and listen to your ideas for novel uses of social computing to solve business problems.TRANSCRIPT
Going Social: Discovering
Enterprise Social Media Touch
Points
Social Media Performance GroupRobbie JohnsonMike EllsworthKen Morris
Social Media in Business
• Typical Social Media Application Areas:– Marketing– Branding– Sales
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Enterprise
Find
BeFound
Grow Business
Influence
Engage
Listen
Social Media in the Enterprise
• Other Great Places to Use Social Media:– Customer Service– Product Development– Employee Engagement– Knowledge Management– Crisis Communications– Marketing Research
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Social Media in the Enterprise
• Customer Service– Comcast uses Twitter to move customer support toward
real-time
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Social Media in the Enterprise
• Product Development– Dell listened to their online community, created a Linux
product
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Social Media in the Enterprise
• Employee Engagement– BestBuy’s WaterCooler has had 1.5M posts over 2 years,
10,000 employees a week using
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Growth inemployeeproductivity
$18,600more market valueper employee
$3,800more profitsper employee
$80,000–120,000additional revenue per month
Higherprofitability
Highercustomer loyalty
Recruitmentcosts 55% lower
Fortune 500 Companies with Engaged Employees Report:
Social Media in the Enterprise
• Knowledge Management– IBM develops technology solutions three times faster
using social media knowledge management
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Social Media in the Enterprise
• Crisis Communications– Domino’s Pizza YouTube video response from president:
650,000 views, 7,000 comments.
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Social Media in the Enterprise
• Marketing Research– Fiskars created a social media community – got 70 good
product ideas within 12 hours
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External and Internal Strategies
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Externally Facing
Internally Facing
No Tools Before Rules™
Enterprise Social Media Framework™
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Slides
• Get these slides at:
bit.ly/bkaSlgVisit us at bit.ly/smperformance
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Homework
• Take the Social Media Performance Group's Social Media Readiness Survey
bit.ly/smsurvey
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Thank You!
• You are welcome to connect with me:– Mike Ellsworth– Twitter: @smpgcom– LinkedIn: www.LinkedIn.com/in/MikeEllsworth– Facebook: www.facebook.com/MichaelJEllsworth– bit.ly/smperformance– [email protected]– 952-373-1006
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved