The document discusses the rise of social media and its impact on business. It notes that social media is driving new forms of collaboration and innovation as networks of employees, customers, and partners are utilized more effectively. The document also outlines components of building an "enterprise social business", including social training, technical platforms, governance processes, and organizational changes to fully leverage social relationships and insights.

1. Social Media Plus Social Monitoring & Analysis Overview Copyright © 2011 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

4. US Share of Time Spent Online Source: Citi Investment, Research and Analysis (September 2011 ) Q3 2006 Q3 2011 Copyright © 2011 Accenture All Rights Reserved. Hyper Growth of “Social Operating Systems”

5. Google + Cumulative Worldwide & US Unique Visitor Trend Source: comScore, Worldwide and US, home & Work Computers (excl. Mobile) Worldwide U.S. 6/29/2011 7/19/2011 Copyright © 2011 Accenture All Rights Reserved. New Social Operating Systems Growing Even Faster

6. Tablet Usage in the Enterprise Source: AlphaWise CIO survey 2010 2011 Do Not Allow Allow Employee Owned Tablets on Network Purchase For Employees Copyright © 2011 Accenture All Rights Reserved.

7. Where Does That Put Us Ten Year Computing Cycles 10x more users with each cycle 1970s Mini Computing Business Logic Apps 1980s Client/server Computing Process Automation Apps 1990s Desktop Computing Web Apps 2000s Mobile Cloud Computing Mobile Apps 2010 Post PC Revolution Social Apps 1960s Mainframe Computing Data Management Apps Copyright © 2011 Accenture All Rights Reserved. Source: Salesforce.com 2011

8. What is Social Media? (Technology Enabled Interactions) Social media is an umbrella term used to describe the various technology enabled interactions within organizations as well as with customers and stakeholders. Peer-Peer Interaction Information sharing Relationship building Opinion sharing Discussion Idea sharing Complaints Questions Jokes Gossip News, etc Employee-Employee Interaction Information sharing Relationship building Opinion sharing Discussion Idea sharing Questions News Which interactions are you looking to enable, support and manage Outside Company Inside Company Copyright © 2011 Accenture All Rights Reserved.

15. 3. Employee Recruitment Copyright © 2011 Accenture All Rights Reserved.

16. 4. Social Innovation New models for sourcing, development and / or manufacturing New services which expand the market and create more value Integrated set of offerings, drawing from common capabilities New ways of reaching and delivering value to customers and consumers Value creation through unique customer experience: pre, during and post sale. Value creation though brand image and intent New ways to generate and capture value Superior functionality per unit of cost Copyright © 2011 Accenture All Rights Reserved. Assets, technologies and Support Processes Business Models Customer Experience Products Supply Chain Channels Services Platforms Brands & Marketing Channels

19. Personalized 1-Click Solution Wiki Category, Real-time Monitoring and Search Community Intelligence Copyright © 2011 Accenture All Rights Reserved. 5. NextGen Helpdesk Portal

20. Collaborative Content Building: Wiki, Tagging, Rating, Tasks, Discussion Copyright © 2011 Accenture All Rights Reserved. NextGen Helpdesk – Topic Detail Page

22. daily deal Gender Target Gender Target Interest Target Family Target Present personalized content based on pre-defined targeting rules. Offer Refer a friend and get $10 coupon Purchase a Groupon as a Present Referrer a 10 friends and get $50 coupon Target: visitor with 100 + friends Target: visitor with 500 + friends Target: visitor aged between 40+ Copyright © 2011 Accenture All Rights Reserved. Relevance in Marketing

24. Drive to an Iterative Social Media Vision Copyright © 2011 Accenture All Rights Reserved.

25. Listen and Learn Engage Optimize Plan and Measure Learn R&D, Marketing, Customer Insight React PR,IR, COM Support Customer Care Drive Marketing (Ops), Sales, Recruiting, Serve IT, Multichannel Social Media Monitoring and Alerts Social Media Analysis Off-Board Social Media On-Board Social Media Tracking (enthusiasts, influencers, customers etc) Profile Based Optimization CRM Integration Seed Tracking and Attribution (ROI) Multi-Channel Integration Risk Management and Policy Development Engagement Management Content Management Internal Education Social Media Strategy and Roadmap (Metrics, KPI’s, Analytics, Organization and Governance, Change Mgmt, Technology Needs etc.) Copyright © 2011 Accenture All Rights Reserved. Social Media Framework

26. Copyright © 2011 Accenture All Rights Reserved. Questions Jason Breed Social Media Practice Lead Accenture @jasonbreed [email_address] Thank You!