taleo world: winning with social technologies in hr

Winning With Social Technologies

Charlene LiAltimeter GroupSeptember 16, 2009

For a copy of slides, send an email to info@altimetergroup.com

What engagement often looks like today

Meet Dave Carroll

Source: davecarrollmusic.com

Welcome to the Groundswell

A power shift, catalyzed by social technologies

When people get what they need from each other

Technologies can be confusing

Source: Wordle.net

It’s about the relationship

What kind of relationship do you want?

Transactional

OccasionalImpersonalShort-term

PassionateConstantIntimate

Loyal

Focus on relationships, not technologies

HR should take a lead in defining these relationships

Goals define your strategyLearn

Dialog

Help

Innovate

Always start with LearnLearn

Dialog

Help

Innovate

Learn with monitoring tools

Radian6 enables learning organizations

Employees talk on JobVent.com

Dialog with your communityLearn

Dialog

Help

Innovate

The traditional way to recruit – pushing to a site

Sodexo goes anywhere candidates go

Twitter updates and job alerts from a company recruiter

Connect with candidates on Facebook

Staying connected with alumni

Video interviews on YouTube

At Southwest, a planner talks

Post received 98 comments over 10 daysIn the future, everyone is a marketer

Help your members support each other

Learn

Dialog

Help

Innovate

Comcast provides support via Twitter

BlueShirtNation.com supports Best Buy’s front line employees

“Internal Twitter” from Yammer enhances email and IM

Goals define your strategyLearn

Dialog

Help

Innovate

Starbucks innovates across the organization

Getting started

“We don’t have the time, money, or people.”

“People will abuse it.”

“Our execs/boards are short-term focused.”

“IT/Legal won’t let us.”

“I’m afraid of losing control.”

What’s stopping you?

Audience

#1 Start small, start now

GoalRevolutionary

Deal with different mindsets

FearfulSkeptic

Cautious Tester

Realist Optimist

Transparent Evangelist

Find the “moments of truth” and “moments of crisis” for each

mindset

#2 Measure the right things

Your goals determine your metricsUse the same metrics as your strategic goals

Example “micro” metricsGoal Metric Value

Learn # of customer feedback Impact of faster, better insights

Dialog # of comments# of referrals

Greater loyaltyFaster, more closes

Help # of issues addressed Increased satisfaction

Innovate # of implemented ideas Faster development

Higher order metrics to consider

How likely are you to recommend this to someone you know?

Net Promoter Score

Lifetime revenueCost of acquisitionCost of retentionCustomer referral value (CRV)

Lifetime Value

#3 Prepare for organizational change

Social technologies will disrupt traditional organization structures

Social pressures traditional orgsTask Strategy Changes

Market research Learn • Monitor conversations• All employees listen & learn

Marketing/Sales Dialog • Any employee can converse• Bridge the consideration gap

Customer support Help • Proactively seek out problems• Enable customers to help

Product development Innovate • Seek ideas from customers• Broaden employees involved

#4 Give up the need to be in control

Photo: Kantor, http://www.flickr.com/photos/kantor

Deciding how open to beYour goals

Your audiences’ needs

The competiti

on

The Sandbox Covenant

How to give up control and be in command

Social media policy template

41

• Encouragement and support

• Why policy is needed• Cases when it will be used,

distributed• Oversight, notifications, and

legal implications

• Guidelines• Identity and transparency• Responsibility• Confidentiality • Judgment and common

sense

• Best practices• Tone• Expertise• Respect• Quality

• Additional resources• Training• Press referrals• Escalation

Policy examples available at wiki.altimetergroup.com

The Red Cross handbook/policies help keep order

http://sites.google.com/site/wharman/social-media-strategy-handbook

Summary•Focus on the relationships,

not the technologies

•Start by learning from the conversations

•Prepare to let go …

… of the control you never had

Thank YouCharlene Li

Altimeter Group

charlene@altimetergroup.comblog.altimetergroup.com

Twitter: @charleneli

For slides, send an email to

info@altimetergroup.com

Copyright © 2009 Altimeter Group