Enterprise Social Media Workshop

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  • 1. Not just anothercommunication channel

2. 39% 37% 32% 30% increase in increase inemployeemore ideasproject higherconnections generated & collaboration employeecapturedand satisfactionproductivity 27% 32% Reduction in reduction inemails time to ndrecieved answersSource: Jive Software 3. 42% 31% 34% 34% more communication 27% increase inmore feedbackhigher brand increase in with awarenesscustomer and ideas fromnew customer customersretentioncustomers sales28% decrease insupport callvolumeSource: Jive Software 4. Kern van Social is Dialoog .maar er komt meer bij kijken 5. Social is een Rotwoord in de enterprise 6. Samenwerking 7. NetworkGeographyTime Structure 8. 6 benefits of ESM 9. Increased Productivity37% 10. Get to know what yourcompany knows 11. Faster betterandanswers questions to 12. Engagement 13. 27% less email 14. More innovation 15. Key reasons for failure Same usage as private soc. med. Out of the flow Undefined business purpose No Plan 16. Reasons not to participate Time Freedom Transparency Confidentiality Feel silly Be ignored 17. Best practiceAdoption program 18. CollectiveIntelligence instrategic domains 19. Structured Collaboration 20. Dynamic Collaboration 21. Community Management 22. Knowledge Management 23. Success criteria 24. Define goals for using ESM? 25. The ROI mystery Goals are too vague 26. Example goal:By having the departments claims handling,administration, client service, and salescommunicate and collaborate with each other directlythrough our intranetwe will shorten the time required to reply to a clientrequest, complaint, claim, to max 1 dayand improve the quality. 27. Find a Sponsor 28. Sponsor 29. Who participate? will 30. Whats in it for me?! 31. communitySet-up amanagement organization 32. Formulate well! 33. not toThink about the reasons participate 34. What we DoESM strategy developmentESM scans & diagnosisESM technology selectionCollaborative Groups designAdoption programsCollaborative Groups managementESM training & development