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Social Business Practice

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Principles when embedding social business practice as shared at #Shuffle13

Text of Social Business Practice

  • 1. @TiffanyStJames Embedding Social Business Practice 40 seconds of twitter mentions Http://

2. So, were all pretty aware of this, right? @TiffanyStJames 3. @TiffanyStJames Social vs traditional media 4. 1) Power in lobbyists and consumer hands @TiffanyStJamesso have a social media crisis plan 5. 2) The indelible record of messing up in public so have guidance, train staff and plan for, and mitigate errors @TiffanyStJames 6. 3) Twitter is the newswire Jan 09: Hudson river landing: first twitter-broken story @TiffanyStJames so be plugged in to what people are saying about your brand and your industry 7. and you might not like what it says so add value @TiffanyStJames 8. 4) Listen and optimise Listen with intent and act swiftly @TiffanyStJames 9. 5) Trust in individuals Edelman Trust Barometer 2013 here @TiffanyStJames 10. @TiffanyStJames 6 uses of social media in business 11. 1) HR @TiffanyStJames 12. 2) PR @TiffanyStJames 13. 3) Direct Sales @TiffanyStJames 14. 4) Customer service @TiffanyStJames 15. 5) Business Intelligence @TiffanyStJamesDefine the tools you use by your objectives 16. 6) Internal comms @TiffanyStJames 17. @TiffanyStJames Considerations on embedding social business practice 18. Informing your social business strategy What social can deliver for the business Current KPIs Digital Strategy Business Objectives BenchmarkBest Practice What worksCurrent social footprint Your Business Competition Similar Industry Other Industries What social CAN deliver for the business What social IS delivering for you, for your competitors, and industry What people and tech capabilities DO you have @TiffanyStJames 19. Transtheoretical Model of Behaviour Change Pre-contemplation Contemplation Preparation Action Maintenance Raise awareness Combat disengagement Increase relevance Provide solutions Facilitate action Reinforce Maintain Generate advocacy Peer feedback @TiffanyStJamesProchaska and DiClimente 20. Decide the right structure @TiffanyStJames 21. A word on governance Code of Conduct The behavioural wish list Policy Purpose Principles Statement of ethics Context for organisation Professional and personal use Guidance How we use platforms here @TiffanyStJames 22. Rebuttal & Mitigation Ownership, with clear roles and responsibilities still key Mainstream media has a vital role People want clear, straightforward information Speed Social media is driven by trust in people, rather than organisations The audience have the tools to investigate, record, publish and mobilise now Same Different Source: The Social Simulator 23. Sometimes youll need to be two-faced Be a pedant for analytics Love your customers @TiffanyStJames 24. Surprise and delight your customers @TiffanyStJames People will forget what you said, people will forget what you did, but people will never forget how you made them feel. - Maya Angelou 25. Thank you! Social Media Strategist Tiffany St James @TiffanyStJames [email protected] @tiffanystjames tiffanystjames 26. Embedding digital and social media capability in organisations

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