united technologies: how much for that #hashtag? presented by maureen fitzgerald
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United Technologies Maureen FitzgeraldHow much for that #hashtag?
Learn more about Member Meetingssocialmedia.org/meetings
SOCIALMEDIA.ORGCASE STUDIES
Member Meeting 35New York5-20-2015
How Much for that #Hashtag?
Lessons in building a social media policy, employee education and access program
Maureen Fitzgerald Senior Manager, Social Media @UTC
[email protected] @movandy
UTC CASE STUDY 2012 – 2013 Baseline Assessment
• Employees blocked from social sites at work • Audit revealed a global footprint of 40+ social
channels employees couldn’t see
• Lack of governance resulted in separate policies for each UTC division
• Special IT process for elevated requests was overwhelmed, backlog of approvals
• Initiated peer, industry & B2B benchmarking
• Highlighted conversations about UTC already happening on Twitter, Facebook, etc.
Corporate IT Warning
Social Media Blocked
@movandy
RAISING SOCIAL AWARENESS Internal Conference – July 2013
“Timing couldn’t have been better, there is a lot of smart, strategic social media work being done across the company…”
“Relevant examples and best practices… keep it going. Got the wheels turning… informative and honest.”
“Tremendous conference. Perfect mix of internal and external speakers.”
@movandy
BUILDING MOMENTUM Buy-in & Collaboration
Benchmarked corporate policies, guidelines
Engaged all stakeholders to address concerns
Presented to UTC’s Presidents Council
Established Social Media Policy Council
Evaluated employee training options w/ HR
Built SharePoint site w/ IT to host resources
Partnered with Digital Media Council on rollout
@movandy
SOCIAL MEDIA POLICY, GUIDELINES Launched July 2014
@movandy
SOCIAL MEDIA TRAINING Employee Roadmap
• Enables access to Twitter, Facebook, YouTube, LinkedIn at work
• 40 min. course w/ certification quiz
• 5 additional, optional training courses
• Focus on work vs. personal posts, legal and security issues, effective engagement
Step 1: Complete Social Networking Risks course
@movandy
SOCIAL MEDIA TRANING Employee Roadmap - Guidelines
Step 2: Within 24 hours of completed training, employee receives IT confirmation email w/ guidelines
@movandy
SOCIAL MEDIA TRAINING Employee Roadmap – Ethics, Privacy
Step 3: Ethics & privacy pop-up, requires employees to accept policy terms
Step 4: Once accepted, employee moves into SharePoint Site w/ live feeds
@movandy
SOCIAL MEDIA TRAINING Additional Videos
Step 5: Optional employee training resources
UTC Social Smarts Basic Do’s and Don’ts, advice on how best to
engage via personal accounts
Careful Communication How an IM or email conversation
at work can go viral
@movandy
COMPANY SPONSORED CHANNELS New Application Process
• SharePoint site hosts application for establishing new company social channels • Requires UTC Communications, IT, Legal and HR approval
@movandy
UTC SOCIAL MEDIA Training Program Results In Less Than One Year We….
Launched UTC’s policy, guidelines, employee training & access program Gained more than 20,000 U.S.-based employee participants
Approved more than a dozen company social media applications What’s next? • Expanding training & access globally to 200k+ employees
@movandy
Learn more about past and upcoming Member Meetingssocialmedia.org/meetings
Learn more about Member Meetingssocialmedia.org/meetings
SOCIALMEDIA.ORGCASE STUDIES
Member Meeting 35New York5-20-2015