10 24 06 social media for internal comms
DESCRIPTION
Presentation to global heads of internal communications in Barcelona June 2010TRANSCRIPT
Digital Strategy • Employee Engagement • Digital Training
Social Media WorkshopExcellence in Internal Communications
Tiffany St James
Thursday 24 June, 2010
Barcelona
Summary
• Growing importance of social media
• Top channels and uses
• Integrating with your business strategy
• Impactful communications
• Resources for teams
Growing Importance
• Geek test
• 10 trends
• Industry statistics
• Why should I take notice?
Geek Test
Specifically..
• social networking sites• micro blogging platforms• bookmarking sites• feedback that you leave on other sites • blogging• forum comments• leaving guest comments on blogs• uploading / downloading tools, photos videos
What is social media?
• Online technologies and practices to share opinions and information, promote discussion and build relationships
• Services and tools that involve a combination of technology, telecommunications and some kind of social interaction (can take different formats)
• Does it allow you to create, connect and share more easily?
10 trends driving this change Global growth of broadbandhttp://news.bbc.co.uk/1/hi/technology/8255695.stm
10 trends driving this change
10 trends driving this change International networks of communities of interest
10 trends driving this change Trust in recommendation
10 trends driving this change When news broke first on twitter
10 trends driving this change Democracy driven by networked citizens
10 trends driving this change Mobile penetration growth
10 trends driving this change Mobile change of use
10 trends driving this change Aggregated actions and profiles
10 trends driving this change Maturation of digital natives
10 trends driving this change Communication Preferences
March 2009
Search on Twitter overtook search on Google blogs
May 2010
Social Network traffic overtook Search Engines in UK
You Tube, 2nd largest search engine
searches on metadata, titles, keywords
10 trends driving this change Communication Preferences:
March 2009
Search on Twitter overtook search on Google blogs
May 2010
Social Network traffic overtook Search Engines in UK
You Tube, 2nd search engine, metadata, titles, keywords
The world is changing
Worldwide adoption stats
• Total est. global active internet audience = 625m• (1 in 13 of all humans)• Mobile internet usage nearly 1/5th of users• 17% now access internet on the move• Europe: UK most active social media users
Worldwide adoption stats
Internet penetration by country
UK growth of SM
Germany growth SM
Why should I take notice? - Benefits
• Augment traditional channels• Increase reach and accessibility • Reflect communication preferences• Improve reputation and influence • Promote transparency• Enhance qualitative and quantitative data• Enable staff
(communications, policy and delivery)• Empower users, stakeholders and partners
Why should I take notice? - Control
Why should I take notice?
• Because your stakeholders will be using it
Why should I take notice?
• Because your lobby will be using it
Why should I take notice?
Because online jumps to offline
Why should I take notice?
• Because online jumps to offline• http://www.guardian.co.uk/media/2010/jun/22/
google-glastonbury-ad
Top channels and uses
• Social Networks
• You Tube and video sharing
• Bookmarking
• Blogs and Forums
• Internal channels
• Tools
Social networks
• 400m users 700k join every day
• 2m users
• Bebo, 4th largest, 22m, youth
• Habbo Hotel, 7m 13-18y
• 6 million unique users
• 55 million monthly visits
• 5000 tweets per second
You Tube and video sharing
• 1 billion videos
• 5m viewed/month
• 20 hours content loaded
• (every day)
• Corporate channelswww.metatube.net lists 100 more
Next most popular:
Book marking
• RSS feeds
• Favourites
• Reddit, Digg, Delicious
• Flickr, You Tube and tagging
Bookmarking
Blogs and Forums
• Blogspot Is Blogger
• Wordpress most popular
• Technorati – searches the blogs
• Google Blogs – searches the blogs
• Forums and communties of interest
• Netmums
• The long tail
Worldwide networks
Worldwide networks
Internal networks - Ning
Internal networks - Ning
Internal channels - Yammer
Internal workspace - Huddle
Internal workspace – Social Go
Wikis
Internal workspace – Social Go
SM and your business strategy
• Where does social strategy sit?
• What should it cover?
• Social media policies
• How should I start?
• How can it feed Internal Communications?
• What does ‘good’ look like?
Where does social strategy sit?
Who ‘owns’ the strategy?
• Communications
• E commerce
• Press
• Comms, Engagement, Channel strategy
• Co-ordinated centrally, owned locally
• We should ALL be doing this
What should social strategy cover?
• What are your social objectives?• Social media policy • Principles of engagement• Escalation and rebuttal• Out of hours processes• How, what, where, why, and when
• This is nothing new, classic comms
Types of social objectives
Listening – monitoring
Talking - multi way, debate, awareness, understand
Supporting enabling – helping to join in, help each other
Embracing & collaborating – the Obama model
Principles of engagement
• Transparency
• Protection
• Respect
• Responsibility
• Utilization
[Source Coca-Cola]
Principles for participation online
• Be credible • Be consistent • Be responsive • Be integrated • Be an ambassador for your organisation• [Source: UK Government]
10 principles for online spokespeople
• Be Certified in the Social Media Certification Program.• Follow our Code of Business Conduct and all other Company policies.• Be mindful that you are representing the Company.• Fully disclose your affiliation with the Company.• Keep records.• When in doubt, do not post.• Give credit where credit is due and don’t violate others’ rights.• Be responsible to your work.• Remember that your local posts can have global significance.• Know that the Internet is permanent.
[Source Coca-Cola]
Social media policies
The largest online database of social media
policies from companies, governments, non-profits.• http://socialmediagovernance.com/policies.php
Why employees need SM policies + 22 resources• http://www.searchenginejournal.com/why-
employees-need-social-media-guidelines/12588/
Questions when devising an SM strategy
• What are we trying to accomplish?
• Why social media?
• What kind of social media will help us best?
• Are we prepared to let go of control a little?
• How will we encourage participation?
Questions when devising an SM strategy
• Who will maintain our social media presence? • Do we have the resources to keep this up? • How does SM integrate into our overall strategy? • How do we measure success? • What will we do less of if we're spending
resources on social media?
Impactful engagement
• Approaches to engagement:
The power of communities
Influencing the online influencer
Deepening stakeholder relationships
Approaches to engagement
Disseminating information
Monitoring
Gaining insight
Responding
Discussing
Consulting
Collaborating Deeper engagement
Disseminating information
Disseminating information
Monitoring and gaining insight
Campaigns– Quantitative measures– Qualitative measures– Risk management
Insight and engagement– Identify rumours, misunderstandings, misinformation– Audience insight– Evidence of behaviour change– Identify key influencers and critics– Help identify gaps or opportunities for new services or policy
Media monitoring – Risk management – identify issues and be able to respond quickly– Discover signs of lobbying from groups or individuals– Gauge reaction and interest in other related media coverage
Google alerts
Addictomatic.com
iGoogle
Responding
Organisations need to be responsive to those who contact it with feedback, queries, challenges and comments. People now expect this.
Responses will typically be more effective if they are delivered using the channel through which they originated.
Clear, quick responses can help to build trust.
All the more so if we positively invite ideas and feedback.
73
Discussing
Two-way or multi-way conversation; drives insight and understanding on both sides
Organisations may join in a pre-existing discussion, or initiate a discussion
Listening techniques can help you find relevant discussions
Opportunity for partnerships with major spaces that might host a discussion
76
Consulting
Do you consult your customers or staff? Formal, structured Other engagement activities
Collect qualitative and quantitative evidence to support better service development,internal processes
Promotes transparency and accountability, as well as increased customer awareness and understanding
79
Collaborating
The participation of multiple parties in generating ideas, creating solutions and making decisions
Should result in policy and services that better meet people’s needs
More effective communications
Formal - scope, roles and responsibilities clearly defined
Organic – our role is facilitation not to control process
80
How should my teams start?
Engaging confidently and effectively by
• Supported by your organisation (policies)
• Understanding why they are engaging
• Using free tools
• Using the approaches to engagement
Understand how you can create greater differentiation for your online communication to help you attract attention from the key influencers, build deeper and more genuine relationships with your stakeholders, and create measurable business advantage.
Group exercise
• Group 1 - What practical steps can you do internally tomorrow? Why?
• Group 2 - What external info would help and how will you find it?
• Group 3 - What are the issues for adopting social media in your organisation and how might you resolve them?
• Group 4 - If money time and resources were no object what would you do with social media? Why?
Best of the best
• Pepsi Refresh• http://www.refresheverything.com/• http://www.youtube.com/watch?v=srY7Wkl2IbI
• Gatorade• http://www.youtube.com/watch?v=InrOvEE2v38
Best of the best
• http://www.youtube.com/watch?v=InrOvEE2v38• http://www.refresheverything.com/
http://community.stimulationltd.co.uk/