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Sociala Media Corporate Efficiency

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Presentation used att Seminar for Enabling May 2011. Main topic, how can we use socal media to improve our internal efficiency.

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Social Media Networking Collaboration Adaption Efficiency Productivity Share Point
Charles Limerius Management Consultant & Entrepreneur Main Competences: • Strategy and Business Development and Integration • Social Media Strategy Roles: Charles Limerius • Manager +46(0)709 90 62 83 • Project Leader charles@muntimun.se • Business Analyst www.muntimun.se Experience: • Deloitte Consulting • Det Norske Veritas • Logica CMG
What Is Sociala Media?
” <TEXT> Content generated by users ” <VIDEOS> <GRAPHICS> Social media is about giving CONTROL to customers! Implications of social content: o It is created informally o It is generally more trusted because it is created by people with no clear interest in selling you anything, more likely users like you o It is often more practical because it reflects the opinions of people using products or services in the real world o It is more complex because it is unstructured, sometimes anonymous, has different levels of quality and is between usually present in very high quantities o It can add value to traditional or persuasive content by rating, commenting or enhancing it o It is powerful because it has shifted power back to consumers
Sociala Media Corporate Efficiency
Word of Mouth
WEB 2.0
WEB 2.0 web applications that facilitate participatory information sharing, interoperability, <Interact> user-centered design, <Collaborate> and collaboration <Dialogue> on the <Virtual Community> World Wide Web.
Sociala Media Corporate Efficiency
Key Areas Where Social Media Can Help • Marketing • Product development Generating leads, increasing engagement Ideation and co-development, and helping accelerate conversion increasing competitiveness and • Corporate Communications successful adoption of new products and PR • Knowledge Management Listening, generating awareness and Increases in productivity, agility and influence efficiency, and aids in knowledge retention and expertise location. • Customer Support Reducing time to resolution, number of • Human Resources incidents and rate of issues resolved – all Time to productivity (ramp-up), of which result in cost savings retention, career planning
Why Use Sociala Media
Sociala Media Corporate Efficiency
Information DIRECT Communication Instant access, many to many [ < Konwledge > [ Quick Feedback & Results < Habits> < Preferences >
BRAND AWARENESS ”
TRAFFIC
Sales
Sociala Media Corporate Efficiency
Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ”
Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. P.S. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ”
Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. P.S. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ”
Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. P.S. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ” GUESS THEIRS ATTITUDE TOWARDS SOCIAL MEDIA?
BROADCASTING Participation
PARTICIPATION Social Media is about COLLABORATION
Perception of Social Media Source: Marketing Executives Networking Group (MENG), ”Social Media in Marketing”
Make the Value Chain Transparent Use NOKIA ‘s mission statement ”Connecting People” Take it further, let stakeholders “PARTICIPATE” and “COLLABORATE”
Stakeholders Customers Social Employees Media Partners
<Fostering Collaboration> ENTERPRISE 2.0 <Innovation> <Enhance WEB 2.0 Social Media Productivity>
Enterprise 2.0 Enterprise 2.0 is the use of "Web 2.0" technologies within an organization to enable or streamline Expertise business processes while Location enhancing collaboration - connecting people through Idea Corporate the use of social-media generation blogging Enterprise tools. 2.0 Enterprise 2.0 aims to help employees, customers and Internal community Corporate wikis suppliers collaborate, platforms share, and organize information.
How Enterprise 2.0 Can Improve Corporate Efficiency
Transparency Networks Agile Social Trust Integration Employees Culture Wikis Self Service ENTERPRISE 2.0 Social Networking Collaboration User Experience Innovation Change Dialogue Productivity
Source: OPEN TEXT – The State of Enterprise 2.0 Adaption Q4 2009
Knowledge workers spend up to 30% of their working day looking for data Butler Group
Only 44% of users can find the (internal) file they’re looking for compared to 86% of similar internet users Forrester
Problem Finding Business Information Accenture 2007 Survey of 1.000 Middle Managers • Managers spend up to two hours a day searching for information • More then 50% of the information they obtain has no value to them • 59% said that they miss information that might be of value to thier jobs because they can not find it • Only half of all managers beleive their companies do a good job in goverening information distribution
If HP knew what HP knows we would be three times more profitable Lew Platt, Former CEO of HP
Business Values from Social Networks ” 69% companies have gained measurable business benefits ” • more INNOVATE products and services, • more EFFECTIVE marketing, • better ACCESS to knowledge, • LOWER COST of doing business, and • higher REVENUES Source: McKinsey Quarterly Survey, June 2009
https://www.mckinseyquarterly.com/Business_and_Web_20_An_interactive_feature_2431 Source: McKinsey - Use of New Web Technology 2010
Source: McKinsey - Use of New Web Technology 2010
Source: McKinsey - Use of New Web Technology 2010
Source: McKinsey - Use of New Web Technology 2010
Internal purposes 1 2 3 Developing products or services Social Wikis 38% networking Blogs 25% 29% Managing knowledge Video Wikis 42% Blogs 33% sharing 24% Enhancing company culture Social Video Blogs 46% networking sharing 38% 41% Fostering collaboration Social Blogs 40% networking Wikis 33% 38% Training Video sharing Podcasts Wikis 32% 48% 32% Identifing and recruting talent Social Video networking Blogs 28% sharing 14% 48% Source: McKinsey - Use of New Web Technology 2010
Barriers to What are the greatest challenges in adopting or furthering the adoption of Enterprise 2.0 technologies in your organization? Source: Enterprise 2.0 Adoption Survey, May 2009 Change Source: Enterprise 2.0 Adoption Survey, May 2009
Turn your employees into fans!
Hire an agent of change
SWOT Strength Opportunities • Facilitates faster information flow through • Social networking sites have started to redefine the online media behaviour of almost anybody who has access to the • Popular and dominant means of internet. Users begin to favour information coming communication for its simplicity and its ability from social media. to connect wide networks of people. • Companies can capitalize on on the popularity of • Wider audience reach – within and outside social networking to their advantage. Improve the organization. communication and collaboration amongst • Good venue for collaboration between employees, customers and suppliers in order to internal groups, suppliers and customers. boost productivity. Medium for contribution and solicitation of • Huge marketing opportunity. Good venue for the ideas, techniques, knowledge and experiences advertising and promotion. in the form of forums, blogs, video and • Integration: Will have positive business impact if podcasting, etc. used hand in hand with other ERP systems. Weaknesses Threaths • Over reliance on the technology can mean • Security issues such as piracy and leakage of disastrous consequences if system failure occur. trade secrets and other confidential information. • Flooding of advertisement and spamming. • Usability - tendency of people to misuse the • Spread of information is hard/difficult to control. new technology. • Information is publicized without boundaries. • Risk of receiving malicious/fraudulent data. • Information quality from an online forum may not • Corporate reputation be reliable. • Adaption - cultural change
Strategy Roadmap
Tactics Strategy Social Research Business Needs Measurement and ROI Content Stakeholder Participation Planning Social Social Media Capacity Objectives
Strategies OBJECTIVE SOCIAL ENVIRONMENT CONTENT Tactics Workflow Org Culture Social Plan schedule SOCIALA Capacity RESOURCES TOOLS Signal versus TRAINING METRICS Disturbance Time POLICIES RESULT/BUDGET Workforce Purpose BUSINESS Budget Blog ROI MODEL Sociala Outsourcing Networks ANALYSIS Objective LISTEN Discovery line RELEVANT AUDIENCE CONTENT Employees Strategy line Externall Participation Implementations line Ongoing Internall Social Development Management line Audit line Main Point of Future Junction station Interest station
Case Studies Bell South https://www.socialtext.net/cases2/at_t_collaborative_integration Deloitte https://www.socialtext.net/cases2/deloitte_southern_africa_employee_engagement
Business Problem Solution Results Employee had no voice Thought Farmer Duplication of work decreased Executive team had little insight to ground level Employees no longer isolated Communication was broken Easier to find information Employees isolated and get job done Executive team has more insight
Business Problem Solution Results Improve innovation, Wiki Intranet budget reduced collaboration, and from 350k euros to 50-10k knowledge sharing Internal blogs euros Savings of 800k euros Information and people Yammer annually by implementing isolated employee ideas Oce TV (video) Reduce video costs annually by 40k euros Social bookmarking Horizontal communication Less reliance on IT Silos broken down
Enterprise 2.0 Platform Suppliers Source: Gartner MQ, 2010 Social Software in Workforce

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Sociala Media Corporate Efficiency

  • 1. Social Media Networking Collaboration Adaption Efficiency Productivity Share Point
  • 2. Charles Limerius Management Consultant & Entrepreneur Main Competences: • Strategy and Business Development and Integration • Social Media Strategy Roles: Charles Limerius • Manager +46(0)709 90 62 83 • Project Leader charles@muntimun.se • Business Analyst www.muntimun.se Experience: • Deloitte Consulting • Det Norske Veritas • Logica CMG
  • 4. ” <TEXT> Content generated by users ” <VIDEOS> <GRAPHICS> Social media is about giving CONTROL to customers! Implications of social content: o It is created informally o It is generally more trusted because it is created by people with no clear interest in selling you anything, more likely users like you o It is often more practical because it reflects the opinions of people using products or services in the real world o It is more complex because it is unstructured, sometimes anonymous, has different levels of quality and is between usually present in very high quantities o It can add value to traditional or persuasive content by rating, commenting or enhancing it o It is powerful because it has shifted power back to consumers
  • 8. WEB 2.0 web applications that facilitate participatory information sharing, interoperability, <Interact> user-centered design, <Collaborate> and collaboration <Dialogue> on the <Virtual Community> World Wide Web.
  • 10. Key Areas Where Social Media Can Help • Marketing • Product development Generating leads, increasing engagement Ideation and co-development, and helping accelerate conversion increasing competitiveness and • Corporate Communications successful adoption of new products and PR • Knowledge Management Listening, generating awareness and Increases in productivity, agility and influence efficiency, and aids in knowledge retention and expertise location. • Customer Support Reducing time to resolution, number of • Human Resources incidents and rate of issues resolved – all Time to productivity (ramp-up), of which result in cost savings retention, career planning
  • 13. Information DIRECT Communication Instant access, many to many [ < Konwledge > [ Quick Feedback & Results < Habits> < Preferences >
  • 16. Sales
  • 18. Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ”
  • 19. Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. P.S. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ”
  • 20. Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. P.S. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ”
  • 21. Youth leads the change from traditional towards digital media. They aren’t afraid of technology and partially because they do not know or recognize any thing other. P.S. If you want to know in which direction media is heading it is meaningful to observe how and what young people are using it. ” GUESS THEIRS ATTITUDE TOWARDS SOCIAL MEDIA?
  • 22. BROADCASTING Participation
  • 23. PARTICIPATION Social Media is about COLLABORATION
  • 24. Perception of Social Media Source: Marketing Executives Networking Group (MENG), ”Social Media in Marketing”
  • 25. Make the Value Chain Transparent Use NOKIA ‘s mission statement ”Connecting People” Take it further, let stakeholders “PARTICIPATE” and “COLLABORATE”
  • 26. Stakeholders Customers Social Employees Media Partners
  • 27. <Fostering Collaboration> ENTERPRISE 2.0 <Innovation> <Enhance WEB 2.0 Social Media Productivity>
  • 28. Enterprise 2.0 Enterprise 2.0 is the use of "Web 2.0" technologies within an organization to enable or streamline Expertise business processes while Location enhancing collaboration - connecting people through Idea Corporate the use of social-media generation blogging Enterprise tools. 2.0 Enterprise 2.0 aims to help employees, customers and Internal community Corporate wikis suppliers collaborate, platforms share, and organize information.
  • 29. How Enterprise 2.0 Can Improve Corporate Efficiency
  • 30. Transparency Networks Agile Social Trust Integration Employees Culture Wikis Self Service ENTERPRISE 2.0 Social Networking Collaboration User Experience Innovation Change Dialogue Productivity
  • 31. Source: OPEN TEXT – The State of Enterprise 2.0 Adaption Q4 2009
  • 32. Knowledge workers spend up to 30% of their working day looking for data Butler Group
  • 33. Only 44% of users can find the (internal) file they’re looking for compared to 86% of similar internet users Forrester
  • 34. Problem Finding Business Information Accenture 2007 Survey of 1.000 Middle Managers • Managers spend up to two hours a day searching for information • More then 50% of the information they obtain has no value to them • 59% said that they miss information that might be of value to thier jobs because they can not find it • Only half of all managers beleive their companies do a good job in goverening information distribution
  • 35. If HP knew what HP knows we would be three times more profitable Lew Platt, Former CEO of HP
  • 36. Business Values from Social Networks ” 69% companies have gained measurable business benefits ” • more INNOVATE products and services, • more EFFECTIVE marketing, • better ACCESS to knowledge, • LOWER COST of doing business, and • higher REVENUES Source: McKinsey Quarterly Survey, June 2009
  • 38. Source: McKinsey - Use of New Web Technology 2010
  • 39. Source: McKinsey - Use of New Web Technology 2010
  • 40. Source: McKinsey - Use of New Web Technology 2010
  • 41. Internal purposes 1 2 3 Developing products or services Social Wikis 38% networking Blogs 25% 29% Managing knowledge Video Wikis 42% Blogs 33% sharing 24% Enhancing company culture Social Video Blogs 46% networking sharing 38% 41% Fostering collaboration Social Blogs 40% networking Wikis 33% 38% Training Video sharing Podcasts Wikis 32% 48% 32% Identifing and recruting talent Social Video networking Blogs 28% sharing 14% 48% Source: McKinsey - Use of New Web Technology 2010
  • 42. Barriers to What are the greatest challenges in adopting or furthering the adoption of Enterprise 2.0 technologies in your organization? Source: Enterprise 2.0 Adoption Survey, May 2009 Change Source: Enterprise 2.0 Adoption Survey, May 2009
  • 45. SWOT Strength Opportunities • Facilitates faster information flow through • Social networking sites have started to redefine the online media behaviour of almost anybody who has access to the • Popular and dominant means of internet. Users begin to favour information coming communication for its simplicity and its ability from social media. to connect wide networks of people. • Companies can capitalize on on the popularity of • Wider audience reach – within and outside social networking to their advantage. Improve the organization. communication and collaboration amongst • Good venue for collaboration between employees, customers and suppliers in order to internal groups, suppliers and customers. boost productivity. Medium for contribution and solicitation of • Huge marketing opportunity. Good venue for the ideas, techniques, knowledge and experiences advertising and promotion. in the form of forums, blogs, video and • Integration: Will have positive business impact if podcasting, etc. used hand in hand with other ERP systems. Weaknesses Threaths • Over reliance on the technology can mean • Security issues such as piracy and leakage of disastrous consequences if system failure occur. trade secrets and other confidential information. • Flooding of advertisement and spamming. • Usability - tendency of people to misuse the • Spread of information is hard/difficult to control. new technology. • Information is publicized without boundaries. • Risk of receiving malicious/fraudulent data. • Information quality from an online forum may not • Corporate reputation be reliable. • Adaption - cultural change
  • 47. Tactics Strategy Social Research Business Needs Measurement and ROI Content Stakeholder Participation Planning Social Social Media Capacity Objectives
  • 48. Strategies OBJECTIVE SOCIAL ENVIRONMENT CONTENT Tactics Workflow Org Culture Social Plan schedule SOCIALA Capacity RESOURCES TOOLS Signal versus TRAINING METRICS Disturbance Time POLICIES RESULT/BUDGET Workforce Purpose BUSINESS Budget Blog ROI MODEL Sociala Outsourcing Networks ANALYSIS Objective LISTEN Discovery line RELEVANT AUDIENCE CONTENT Employees Strategy line Externall Participation Implementations line Ongoing Internall Social Development Management line Audit line Main Point of Future Junction station Interest station
  • 50. Business Problem Solution Results Employee had no voice Thought Farmer Duplication of work decreased Executive team had little insight to ground level Employees no longer isolated Communication was broken Easier to find information Employees isolated and get job done Executive team has more insight
  • 51. Business Problem Solution Results Improve innovation, Wiki Intranet budget reduced collaboration, and from 350k euros to 50-10k knowledge sharing Internal blogs euros Savings of 800k euros Information and people Yammer annually by implementing isolated employee ideas Oce TV (video) Reduce video costs annually by 40k euros Social bookmarking Horizontal communication Less reliance on IT Silos broken down
  • 52. Enterprise 2.0 Platform Suppliers Source: Gartner MQ, 2010 Social Software in Workforce