Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Social Media vs. Social Business - Webcom Montreal Keynote
1. social media or
social business
checkers or chess
Maria Ogneva,
Head of Community, Yammer
Thursday, November 17, 2011
2. do you feel like this....
... when calling 800 numbers? @themaria
@yammer
http://www.flickr.com/photos/84773433@N00/3116650631/
Thursday, November 17, 2011 http://www.flickr.com/photos/84773433@N00/3116650631/
3. experience
chasm
@themaria
@yammer
http://www.flickr.com/photos/51378257@N00/2248361060/
Thursday, November 17, 2011
5. causes of
social media crises
source: altimeter group
15%
exposure of poor experience
12%
violation of ethical guidelines
8% @themaria
@yammer
rogue employees
Thursday, November 17, 2011
7. social media:
another silo?
@themaria
@yammer
http://www.flickr.com/photos/76635893@N00/2203549363/
Thursday, November 17, 2011
8. strategy
vs. tactics
@themaria
@yammer
http://www.flickr.com/photos/61565201@N00/229158080/
Thursday, November 17, 2011
9. doing being
social media a social business
external holistic
another silo cross-functional
focused on PR focused on learning
short-term focus long-term focus
ephemeral systematic
@themaria
fashionable transformative
@yammer
Thursday, November 17, 2011
10. push vs. pull
agility
@themaria
@yammer
http://www.flickr.com/photos/57113521@N00/2412567086/
Thursday, November 17, 2011
11. ? @themaria
@yammer
Thursday, November 17, 2011
13. foundation
of
STRENGTH
@themaria
@yammer
http://www.flickr.com/photos/8427538@N02/2307224581/
Thursday, November 17, 2011
14. transformation
@themaria
@yammer
Thursday, November 17, 2011
15. new
leadership
paradigm
@themaria
@yammer
Thursday, November 17, 2011
16. connected
empowered
employee
@themaria
@yammer
Thursday, November 17, 2011
17. empower
to
act
@themaria
@yammer
http://www.flickr.com/photos/76805197@N00/2494733608/
Thursday, November 17, 2011
18. tools
for success
alignment and vision
hire, train and support superstars
policy, governance, best practices
decentralize
create center of excellence
foster internal collaboration
@themaria
@yammer
Thursday, November 17, 2011
19. complex
NOT
complicated
@themaria
@yammer
Thursday, November 17, 2011
20. become
a social business @themaria
@yammer
http://www.flickr.com/photos/15748454@N00/355852355/
Thursday, November 17, 2011
21. step 1
tie to business objectives
@themaria
@yammer
Thursday, November 17, 2011
22. step 2
listen across channels
@themaria
@yammer
Thursday, November 17, 2011
23. step 3
have a response plan
@themaria
@yammer
Thursday, November 17, 2011
24. step 4
have a clear policy
@themaria
@yammer
Thursday, November 17, 2011
26. “Social networking-type applications
will become as ubiquitous in the
workplace as Microsoft Office tools
and will likely replace e-mail as the
dominant form of corporate
communication.”
Bill Gates @themaria
@yammer
Thursday, November 17, 2011
27. step 6
integrate systems
Social Operating System
CMS CRM HR ERP LMS
Document Human
Management Sales Finance Learning
Resources
@themaria
@yammer
Thursday, November 17, 2011
29. step 8
measure and predict
@themaria
@yammer
Thursday, November 17, 2011
30. step 9
create a community
RAVEABLE
INVESTED IN FUTURE
RECOMMENDER! ADVOCATE! BELIEVER!
ADVOCATE
“LAZY” ACTION! ADVOCATE!
community
MAY SWITCH
SWITCHER! SWITCHER!
WILL PROBABLY LEAVE
QUIET
opportunity
ATTRITION! COMPLAIN!
BAD DON’T CARE LIKE SPEAK UP CO-CREATE
@themaria
!
CUSTOMER EXPERIENCE FAN BEHAVIOR !
@yammer
Thursday, November 17, 2011
31. step 10
learn, evolve, co-create
Fail fast, learn and be humble @themaria
@yammer
Thursday, November 17, 2011
32. remember...
behavior change is hard
@themaria
@yammer
Thursday, November 17, 2011
33. “I give 98% of my mental
energy to chess. Others give
only 2 %”
Bobby Fischer
@themaria
@yammer
Thursday, November 17, 2011
34. it is so
WORTH IT @themaria
@yammer
Thursday, November 17, 2011
35. Merci!
Thank you!
Contact:
@themaria
@yammer
about.me/themaria
email me to receive e-book / diagnostic
maria@yammer-inc.com @yammer
@themaria
Thursday, November 17, 2011
