Integrating Social Media Into Business Functions
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The document discusses the integration of social media into essential business functions, emphasizing the importance of strategy and the characteristics of a 'social business.' It outlines ways to implement social media effectively across various departments like human resources, product development, customer service, and sales/marketing, along with measuring return on influence/investment. Key takeaways include forming a social media team, fostering a culture of openness, and utilizing real-time feedback for continuous improvement.
Integrating Social Media Into Business Functions
- 1. Integrating Social Media Into Essential Business FunctionsJanuary 26, 2010
- 2. About the PresenterProfessional:former executive director, nonprofit exec, business consultant, and teacher. Strategic perspective: business consultant, campaign director, social strategist.It’s all about strategy for me.B.A.Emory UniversityM.B.A. Bar Ilan University…and I LOVE research!
- 3. Key Takeaways! Characteristics of the “Social Business”Social media integration: concept and implementation ideasOne idea you will ImplementDetermining Return on Influence/Investment http://www.flickr.com/photos/83371160@N00/25928863/
- 4. Post-Workshop OpportunitiesFind All Workshop Resources mentioned at Delicious, with the tags “socialbizpreso” + “NBN”http://delicious.com/tag/socialbizpreso+NBN (feel free to continue to add to this list)Take away one idea from the workshop that you will implement!
- 5. What is Social Media, anyway?http://www.flickr.com/photos/-bast-/349497988
- 6. the web as aplatform …for conversationhttp://www.flickr.com/photos/whiteafrican/462282405/
- 8. Utilizes the Power of Weak Tieshttp://www.flickr.com/photos/tierug/3154245590/in/set-72157611999817541/
- 9. Is Organic and Uncontrolledhttp://www.flickr.com/photos/eelssej_/524781662/
- 13. The Old Way: Static
- 14. The New Way Is Dynamic
- 15. Is Your Company Ready To Be Social? http://www.flickr.com/photos/49503180180@N01/3608757486/
- 16. Some Considerations:Number of levels of approvalDegree of employee trustWillingness to listen How open is the company to change?http://www.flickr.com/photos/49922542@N00/401343608/
- 17. “The Culture of Social”Interest in ListeningBelief in TransparencyWilling to Take RisksAbility to Respond QuicklyBelief in Stakeholder Engagementhttp://www.flickr.com/photos/71325969@N00/2634561264/
- 18. Trying to Integrate Social Media? Create a social media team Decision makers on teamBut…train the entire staff. No silos!http://www.flickr.com/photos/40624839@N02/3784049371/
- 19. Trying to Integrate Social Media? Everyone receives reports. Define ROI expectations ahead of time.http://www.flickr.com/photos/40624839@N02/3784049371/
- 20. Support Organizational FunctionsHuman Resources:recruiting, retention, job descriptionsInternal Communicationscollaboration, communication, resource sharingCollaborative Training:tools, processes, information-sharinghttp://www.flickr.com/photos/32955500@N08/3084647270/
- 21. Support Organizational FunctionsProduct Development:research, sentiment, real-time feedbackhttp://www.flickr.com/photos/32955500@N08/3084647270/
- 22. Support Organizational FunctionsCustomer Service:Real-time reactions, listening, community feedback and supportSales/Marketing:engagement, lead generation, sales cycle developmenthttp://www.flickr.com/photos/32955500@N08/3084647270/
- 23. Return on Influence = EfficiencyEfficiency = Moneyhttp://www.flickr.com/photos/22799508@N07/3180165241/
- 24. Concept: Measuring ROILeading to tangible Tangible: Converts to Time and/or(Money, sales, hours, activities, etc)
- 25. Human ResourcesLinkedin AnswersSearch for employees and business partnersForm a Facebook Group to Recruit employees
- 26. Human Resources
- 27. Advertising ExpenseCost of Retraining Human Resources ROIInterview and Recruiting TimeCost of Hiring Replacementshttp://www.flickr.com/photos/38726791@N06/4067195335/
- 29. Internal CommunicationOr simply create tags in Delicious. This presentation is tagged “socialbizpreso” and “NBN”
- 30. Cost of Lost TimeMore efficient use of time Internal Communications ROISales and ServiceBetter ideashttp://www.flickr.com/photos/38726791@N06/4067195335/
- 31. Product Development I love using my flip phone Look at real-time sentiment platforms!FriendfeedFacebookOnline forums/niche forumsNiche social networksLocal review sites (Yelp)Social bookmarking sites
- 32. Product Development FriendfeedFacebookOnline forums/niche forumsOpportunity to task what they want!Niche social networksLocal review sites (Yelp)Social bookmarking sites
- 33. Sales and DemandRefine Product Development Product Development ROINew or improved ideasSales and Servicehttp://www.flickr.com/photos/38726791@N06/4067195335/
- 34. Customer Service
- 35. Customer Service
- 36. Customer ServiceLive chat customer service on UStream
- 37. Saves Staff TimeFewer customer complaintsSatisfied customersSales and Service Customer Service ROINew or improved ideasSales and Servicehttp://www.flickr.com/photos/38726791@N06/4067195335/
- 38. Training: Water Cooler 2.0Training and collaboration tools: Internal podcasting, video, bookmarking, collaborative tech
- 39. Sales and DemandTrained Staff Training ROIStaff input and contributionBetter products/serviceshttp://www.flickr.com/photos/38726791@N06/4067195335/
- 40. Sales and MarketingCreate external community
- 41. Sales and MarketingCreate external community
- 42. Customer EngagementCustomer attraction and retentionMedia/mentions Sales/Marketing ROISales Customer attraction and retentionhttp://www.flickr.com/photos/38726791@N06/4067195335/
- 43. Case Studies
- 44. Best Buy: Customer Input
- 45. Customer Service
- 47. American Red Cross Social Media
- 49. This handbook is available to any Red Cross volunteer, employee, and fan at http://sites.google.com/site/wharman/social-media-strategy-handbook
- 50. Look at their activities all over the world via Flickr geomap
- 51. Workshop ExerciseChoose one business function that you want to integrate with social media. Identify goals. Discuss options.
- 52. Key Takeaways! Characteristics of the “Social Business”Social media integration: concept and implementation ideasOne idea you will ImplementDetermining Return on Influence/Investment http://www.flickr.com/photos/83371160@N00/25928863/
- 53. What was most useful to YOU?http://www.flickr.com/photos/32595872@N02/4195880838/
- 54. Thanks for the Inspiration! Hat Tips To:Olivier Blanchardhttp://www.slideshare.net/thebrandbuilder/olivier-blanchard-basics-of-social-media-roiBeth Kanterhttp://www.slideshare.net/kanter/social-media-trainers-bag-of-tricksDuct Tape Marketinghttp://www.ducttapemarketing.com/blog/2009/12/29/small-businesses-will-simply-become-more-naturally-social/
- 55. Debra Askanase Social Strategist and Creative Directordebra@communityorganizer20.comwww.communityorganizer20.comTwitter: @askdebra
Editor's Notes
- #12: Collaboration: Wikipedia, wikis, social bookmarkingMultimedia: photo sharing, video sharing, art sharing, livecasting, podcastingEntertainment: virtual worlds, online gamingReviews and opinions: product reviews, service or entertainment reviews (amazon, yelp epinions, eluna) and Q&A (yahoo answers, linkedin answers)