17. “Human social networks and
communities are both well established,
robust social structures that pre date
their online counterparts by a a
millennia. Humans naturally
gravitate to and desire the
interactions that these structures allow.
We want to belong”.
Dr Michael Wu
18.
19. Social is a culture, a movement.
The technology is largely
irrelevant and will change. The
imperative is to understand the
bigger picture, what is happening
- the movement. This will allow you
to understand how to make the best
of it, regardless of platform.
31. 100% of support calls through the community
No agents or call centres
Fastest growing telco in the UK
Net Promoter score of 73
32.
33. 100% support calls through community
No agents or call centres
Angry Birds promotional campaign designed
by the superfans
34.
35. One Superfan has posted over 45,000 times. His
answers to technical questions have been viewed
millions of times giving him a greater reach than the
companies own advertising campaigns.
36.
37. “The 300% increase in search
engine placement for top keywords
– a natural product of their
community’s open, dynamic
conversation – is itself worth
millions”.
Hewlett Packard Community
43. You cant be social on the outside, if you are not on the inside
INSIDE
OUTSIDE
INNOVATION
INNOVATION
Marke7ng
HR
FEEDBACK
Marke7ng
HR
FEEDBACK
INSIGHT
INSIGHT
NPD
NPD
COMMUNITY
LOYALTY
COMMUNITY
LOYALTY
Product
ADVOCACY
Resourcing
Product
ADVOCACY
Resourcing
Dev
Dev
TRUST
OPENNESS
TRUST
OPENNESS
Sales
Sales
COLLABORATION
COLLABORATION
44. The Social Business of the future
INSIDE OUTSIDE
INNOVATION
Publishing
Events
FEEDBACK
INSIGHT
NPD
Employees, Customers,
LOYALTY
Candidates
ADVOCACY
Training
Research
TRUST
OPENNESS
Membership
COLLABORATION
50. “Social media, which consists of
social networking sites, content sharing
sites, blogs, and micro blogging sites,
saw the biggest percentage increase
(75 percent) in trust among media
sources.”
Edelman Trust Barometer 2012
51. “Smart businesses will take
advantage of this dispersion of
authority. They will talk to their
employees first, and empower
them to drive the conversation
among their peers about the company
and its role in society.”
Edelman Trust Barometer 2012
52. ‘Leadership is
about the stories
that are told
about you – both
positive and
negative. You’ll be
judged by those
stories more than
anything you say
or write.”
53. Employer Brand
‘Leadership is
about the stories
that are told
about you – both
positive and
negative. You’ll be
judged by those
stories more than
anything you say
or write.”
54. “Opening up the water cooler
conversation is probably one of the
biggest opportunities in our working
lifetimes to improve business
performance”
Me! February 29th 2012
55.
56.
57.
58.
59.
60. If customers can solve their
own support issues….
……then surely employees can
too?
62. “We
are
in
the
Compuserve-‐
Prodigy-‐AOL
stage
of
social
media
evolu<on.
It’s
a@er
Netscape
and
before
Google
in
equivalent
internet
<me.”
John Sumser
63.
64. Food for thought…
You no longer control access to the technology or content of the
conversation so stop trying to.
Recognise the huge benefits of opening up the conversation –
trust, authenticity, collaboration.
The conversations are happening anyway, whether you like it
or not. Be part of it rather than just the subject.
Social media exposes cracks in your engagement levels, it
doesn’t cause them.
There is a bigger picture here – social media is simply the power of
the internet manifesting itself as it matures. But it is here to stay.
Social media isn't just a marketing channel - its the biggest
opportunity to gain insight into your business since MBWA.
65. Further reading…
The Science of Social: Beyond Hype, Likes and
Followers
Dr Michael Wu
The Starfish and The Spider
Ori Brafman and Rod A Beckstrom