Everybody knows social media is only good for advertising, marketing, sales prospecting and branding. At least that's what most large enterprises think of when they think about social media. The reality is there are many other places where social media can help support the enterprise, from product development to employee retention to crisis communications, and more. In fact, in the socially-optimized enterprise of the future, social computing will be as pervasive as email is today. So what will that enterprise look like, and how will it benefit from going social? Social Media Performance Group has been building an Enterprise Social Media Framework ™ (ESMF) to map out touch points throughout the typical enterprise structure along with best practices and case studies. In this session, we share some of the draft framework and listen to your ideas for novel uses of social computing to solve business problems.

1. Going Social:
Discovering
Enterprise Social
Media Touch
Points
Social Media Performance Group
Robbie Johnson
Mike Ellsworth
Ken Morris

2. Social Media in Business
• Typical Social Media Application Areas:
– Marketing
– Branding Find
– Sales
Be
Listen
Found
Enterprise
Grow
Engage
Business
Influence
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3. Social Media in the Enterprise
• Other Great Places to Use Social Media:
– Customer Service
– Product Development
– Employee Engagement
– Knowledge Management
– Crisis Communications
– Marketing Research
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4. Social Media in the Enterprise
• Customer Service
– Comcast uses Twitter to move customer support toward
real-time
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5. Social Media in the Enterprise
• Product Development
– Dell listened to their online community, created a Linux
product
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6. Social Media in the Enterprise
• Employee Engagement
– BestBuy’s WaterCooler has had 1.5M posts over 2 years,
10,000 employees a week using
Fortune 500 Companies with Engaged Employees Report:
$80,000–120,000
additional revenue
per month
Recruitment
Growth in costs 55% lower $3,800
employee
productivity
more profits
$18,600 per employee
more market value
per employee
Higher Higher
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profitability customer loyalty

7. Social Media in the Enterprise
• Knowledge Management
– IBM develops technology solutions three times faster
using social media knowledge management
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8. Social Media in the Enterprise
• Crisis Communications
– Domino’s Pizza YouTube video response from president:
650,000 views, 7,000 comments.
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9. Social Media in the Enterprise
• Marketing Research
– Fiskars created a social media community – got 70 good
product ideas within 12 hours
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10. External and Internal Strategies
Externally Facing
Internally Facing
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11. No Tools Before Rules™

12. Enterprise Social Media Framework™
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13. Slides
• Get these slides at:
bit.ly/bkaSlg
Visit us at bit.ly/smperformance
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14. Homework
• Take the Social Media Performance Group's Social
Media Readiness Survey
bit.ly/smsurvey
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved

15. Thank You!
• You are welcome to connect with me:
– Mike Ellsworth
– Twitter: @smpgcom
– LinkedIn: www.LinkedIn.com/in/MikeEllsworth
– Facebook: www.facebook.com/MichaelJEllsworth
– bit.ly/smperformance
– mellsworth@socialmediaperformancegroup.com
– 952-373-1006
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved