How To Build A Social Media Policy by SAP
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The document outlines strategies for creating an effective social media policy for businesses, emphasizing the importance of understanding company culture and setting clear expectations. It discusses the significance of stakeholder communication and the need for a structured approach in crisis management. Additionally, it highlights proactive tactics for brand engagement on social media, such as listening, building communities, and humanizing the brand.
How To Build A Social Media Policy by SAP
- 1. How To Build Your Social Media Policy Set Your Workforce On The Best Path SMMS – Las Vegas, Feb 2013 Todd Wilms – Sr. Director, Social Media
- 2. Twitter: @toddmwilms Blog: www.toddwilms.com Forbes Blog: Forbes.com (search Todd Wilms)
- 3. SAP Today SAP Community and Social Media Performance 4M 16.5M 700K 6.2M 1.5B Fans Video Views “SAP” Mentions Clicks Impressions “SAP has quietly built a B2B social media juggernaut...” –Drew Neisser, Fast Company “SAP is a community superstar and one of the highest-scoring brands ...” – Comblu, State of Online Branded Communities, Nov 2012 #SMSsummit @toddmwilms
- 4. SAP: Story of Growth 3M Members 1M Members Rebrand: SCN Launch 1M Community: Forum SAP Posts Developer Network “Handle” explosion Core Team Established First Policy Regulation Self-Regulated and Clean-up Established Presence 2003 2005 2007 2009 2012 #SMSsummit @toddmwilms 4
- 5. Agenda: 1. Know what to do 2. . . . Then do it 3. When it doesn‟t work
- 6. Know What To Do: Culture Know Your Culture: Are We Talkers, Or Listeners? Are We Shy, Or Bombastic? Are We About Finding Fault, Or Finding Solutions? Are We Centrally Controlled, or Diverse? #SMSsummit @toddmwilms 6
- 7. Know What To Do: Business Objectives Where are you today? Where are you going tomorrow? Operations Sales and Service and Marketing Support #SMSsummit @toddmwilms 7
- 8. Are you spending time getting your brand on Second Life? #SMSsummit @toddmwilms 8
- 9. How about Friendster? notes #SMSsummit @toddmwilms
- 10. Know What To Do: Set Expectations Create A Sandbox For Your Employees Tone Acceptable Personable Conflict With Business Approachable Business Objectives Speak Above Your Branded Bash Competitors Level Build Awareness of Address issues Knowledgeably Value Products Rude Combative Individual Brand Unacceptable #SMSsummit @toddmwilms 10
- 11. Then Do It: Stakeholders and Communications Who Gets Consulted Communications: Centrally, Visibly Located Shareable Public or Private (Hint: Encourage Public) Where To Go For Help/Escalate #SMSsummit @toddmwilms 11
- 12. Agenda: 1. Know what to do 2. . . . Then do it 3. When it doesn‟t work
- 13. “To err is human . . . To really „f-up‟ takes a corporation.” - Anonymous
- 14. No jokes – Just real life If a tweet falls in the This move is “out of The Un-apology woods … fashion” One of the world’s largest oil “There's no one who wants During violent protests in Egypt companies (this time not BP), this over more than I do. I early in the year, fashion didn‟t see the need for a would like my life back” – BP’s designer Kenneth Cole Twitter account – so Tony Hayward personally tweeted . . . Greenpeace created one for them. "Millions are in uproar in #Cairo. Rumor is they heard For 6 weeks they broadcast to our new spring collection is the world how this company was available online." destroying the planet from the “companies own” twitter handle. Friends don‟t let friends drink and tweet . . . “I find it ironic that Detroit is known as the #motorcity and yet no one here knows how to f**king drive,” the official Chrysler Twitter account tweeted in March. Oops! An employee of the company's social-media agency had got confused about which account he was logged into and while drinking one Friday night … #SMSsummit @toddmwilms 14
- 15. FedEx – Which is more fun to watch? #SMSsummit @toddmwilms 15
- 16. Impact of FedEx Response: FedEx Stock Price: Nov 2011 – Mar 2012 Coverage slows to a Dec 21: Formal crawl YouTube Apology Dec 19th: Video hits YouTube #SMSsummit @toddmwilms 16
- 17. Rules for Crisis Social Communications Tone Direction 1. Be Humbled 5. Take Action 2. Be Real 6. Learn from Mistakes 3. Be Honest 7. Steps to Ensure . . . 4. Be Direct/Smart 8. Where to go for . . . #SMSsummit @toddmwilms 17
- 18. Air Force Web Posting Response Assessment Blog or Twitter Post Discover Has someone discovered a blog post about SAP? Is it a positive post? N Y “TROLLS” Evaluate Is this site dedicated to bashing & degrading others? CONCUR N Y MONITOR ONLY A factual well cited “RAGER” Y Avoid responding / monitor for relevant info response, which Is this post a rant, rage, joke, ridicule may agree or or satirical? N disagree w/post, yet is not negative FIX THE FACTS N “MISGUIDED” Y Respond w/factual info directly LET POST Are there erroneous facts in the post? (see blog response considerations below) STAND N No response Y “UNHAPPY CUSTOMER” RESTORATION Y Rectify the situation, respond and act upon Is the post a result of a negative a reasonable solution. experience from stakeholder(s) See blog response considerations below. Respond N FINAL EVALUATION SHARE SUCCESS LET POST Proactively share your Base response on present circumstances, influence and N STAND Y story & mission w/blog No response prominence. Will you respond? Y Y SOURCING INFLUENCE TIMELINESS TONE Considerations TRANSPARENCY Cite your sources Focus on the most Take time to create Respond in a tone Disclose your SAP by including links, influential blogs a good response – that reflects highly Affiliation video, images, related to SAP 24 hours maximum on SAP other references 18
- 19. Proactive 1. Listen 2. Understand Social Influence 3. Build Communities 4. Humanize Your Brand
- 20. “A best defense is a great offense.” - Carl Von Clausewitz
- 21. Listen “Take the megaphone away from your mouth; put it to your ear” -SAP CMO Jonathan Becher #SMSsummit @toddmwilms 21
- 22. Understand Social Influence #SMSsummit @toddmwilms
- 23. Build Communities A little levity in the presentation #SMSsummit @toddmwilms 23
- 24. Humanize Your Brand #SMSsummit @toddmwilms 24
- 25. Our customers produce more than 72% of the world‟s beer. #SMSsummit @toddmwilms
- 26. Our customers produce more than 70% of the world‟s chocolate. #SMSsummit @toddmwilms 26
- 27. Our customers produce more than 86% of the world‟s athletic footwear. #SMSsummit @toddmwilms 27
- 28. Our customers produce more than 60% of the world‟s toys and games
- 29. 63% of the world‟s transaction revenue touches a SAP system. #SMSsummit @toddmwilms
- 30. Twitter: @toddmwilms Blog: www.toddwilms.com Forbes Blog: Forbes.com (search Todd Wilms)
- 31. Thank You