Engage with your stakeholders using Enterprise 2.0 and Social Media

Franky Redant Founder – ConsultantTwitter:@franky_redant

LinkedIn: http://www.linkedin.com/in/frankyredant Facebook: http://www.facebook.com/franky.redant

Fyronic on facebook : http://www.facebook.com/pages/Fyronic/119906781356910

Internet TodayBefore we start : • Who’s using : • Twitter ? • LinkedIn ? • Facebook ? • Sprouter ? • Yammer ? • Slideshare ? • Foursquare ? • Youtube ?• Skype ?

• Blogs ? Reading/writing ? Professionally ?

• Wikis ? • RSS ? • Tagging ? • Mashups ? • Enterprise Social Networks ? • Collaboration platforms?

Internet todayThe internet started as an Information platform Changed into an Application platform And has now become an Engagement platform

Engagement

Applications

Information

homo erectushomo industrialis

Homo digitalis

Internet Today – what’s there?

• Social Media with social networks in the lead – Facebook, twitter, linkedin...

• Community created content sites– Youtube, flickr, typepad, blogger.com, readwriteweb,

Digg, delicious

• Web 2.0 - Gartner• Enterprise 2.0 • Other interesting evolutions– Evolution of mobile, augmented reality, the internet of

things

Internet Today – Facebook • Facebook is the biggest social network

today • 29000 applications • Company pages : • Facebook shop & credits (new business

models)

http://www.clickymedia.co.uk/?s=facebook+demographics&submit=submit

Usage : Create following (fanbase), brand awareness, recruitement,use for networking, interact with members, customers, provide information, news, monitor ‘the buzz’, answer, engage,

Internet Today - Twitter• Twitter = microblogging• News, articles,• Keeping in touch• Meet new people

Usage: • Converse/engage• Build reputation• Network• Attract to blog,

website, groups ...• Promote• Recruitment!

http://blog.hubspot.com/blog/tabid/6307/bid/6050/The-Ultimate-List-100-Twitter-Statistics.aspx

Internet Today – LinkedIn • LinkedIn : Business networking• >70 Million members• Business Networking• Groups, jobs, Q&A

Usage : • Promoting yourself• Recruitment, create credibility,

endorsements • Ask questions, get answers, learn, • Become authority on topics• Market research, advertise• Interact, engage • Create your own group.

I endorse you = Cool..http://advertising.linkedin.com/audience/

Internet Today – User generated content sites

Interaction & conversation example sites

Internet Today – Web 2.0

WEB 2.0 - FrameworkParticipation is the driver

The user has control

Trust & credibility

Spirit of openness &

Sharing

Flexibility, speed,

powerful

The sum is bigger than

it’s parts

Essential for integration &

reuse

Web 2.0 – It’s about engaging! Participation

– Communication

–Direct Engagement

– Interaction

Innovation Collective IntelligenceBusiness Agility

Creativity Sharing Decisive

Enterprise 2.0

Enterprise 2.0 is not like Star Trek: “to boldly go where no one has gone before”

It’s here and a lot of companies are using it Successfully.

Enterprise 2.0 – What is it?

Web 2.0 for the Enterprise It’s the use of tools like :

• Blogs / vlogs• Wikis • RSS / syndication• Social networks, • Social bookmarking• Tagging / collective filtering• Microblogging• Rating • Mashups

Inside the organisation to Engage with all stakeholders internally & externally:Management, employees, customers, members, partners, government, potentials

(potential customers, employees, partners, ...), the world

Convince them, share, be consistent and trustworthy

Engage!

Engagement Opportunities & challenges

The internet has become a vibrant worldwide interaction and engagement platform, generating ideas and producing a lot of value in numerous ways.

It offers opportunities to engage with people that were otherwise unreachable or very hard to reach (global social networks) It taps into knowledge you would never have been able to harness otherwise (knowledge sharing sites, blogs, wikipedia, innocentive etc) And it leads to unseen levels of innovation and creation (innocentive, proliferation of new online businesses, open source software ... )

Circles of Engagement

Employees Managementshareholders

Customers

Partners

Government

Members

Competitors

Market

Peers

The Crowd

Potentials

The World

Types of Social systems• Facebook• Netlog• Twitter

• SAP’s online community• Pfizerpedia• Yammer

• Intranets • Innocentive

• LG’s online community

• Samsung Online

• Tripadvisor

knowledge capture

Social Media Vs Enterprise 2.0

• Internal Facing• Firewall• Business• knowledge capture• productivity & efficiency• wiki, blog, social bookmarks,

chat• Innovation

• External Facing • Open to the world• Social• sharing random things• Pass-time & leisure• social networks and "cool

interactive" websites• Free Creation & reuse

Although both use WEB 2.0 concepts and tools, they are different.

Enterprise 2.0 Social Media

Social CRM

Enterprise 2.0the

And platforms

Enterprise 2.0 concepts & tools

Enterprise 2.0 Applications & use• Social networks or enterprise social networks • Blogs / vlogs & comments • wikis• RSS / Syndication• Social bookmarking• Tagging /search • Microblogging• Rating

Enterprise 2.0 – Tools & use : Enterprise Social Networks

• Connecting to colleagues, finding people working on related issues

• Quicker access to expertise and resources • Collaborate (openness, availability of expertise, trust, • Spot leadership potential

(technical & managerial)• Employee retention

(fun factor, reputation)• Network with partners,

customers, members ... • Expertise search. • Internal communication

Enterprise 2.0 – Tools & use : BLOGS• Internal top-to-bottom, communication Reinforce corporate vision, mission,

status• Record thoughts, ideas, experiences and opinions to enable re-use by others• Project management :Post regular updates on the status of the project• introduce new members in (virtual)teams• Record the ideas, opinions and knowledge of all project members resulting

from the interactions• Show your product and/or service knowledge. • Use it as a company news bulletin • Use the comments to interact with the readers. • Is a door to your website and your company. • For project status reporting to customers. • For generating buzz • Give information to members/customers about... • To generate new ideas from outside the organisation.

Enterprise 2.0 – Tools & use : Rating / commenting• Basis of crowdcasting systems • gathering internal/external opinions on topics,

products, services, events,... • Discussing topics, documents, ideas• Market research • Employee satisfaction queries. • Establishing topic authority/experts. • Interaction with topic experts • Interact/react on discussions on the

web to attract attention to your expertise/product/service ...

Enterprise 2.0 – Tools & use : wikis• Project Management (Requirements &

specification creation, issues tracking, project history, feature lists, progress & status reporting)

• Creating & maintaining reference material (policies, hr info, techn. Support, sales documentation, ... )

• Collaborative document creation (Meeting notes, sales pitches, marketing campaign ideas, copywriting)

• Client relationship management (todo’s, history of client activities, ...

• Collaboration with external parties (permission system, ideation, issue tracking, change management, support ... )

Enterprise 2.0 – Tools & use : RSS• Enhanced access to relevant information (filtering, user

selection, aggregation of relevant content) • More efficient team & project communication (auto updating

of status, information, changes etc)

• Reduced email • Increased productivity • Better promotion of

content

Enterprise 2.0 – Tools & use : Social Bookmarking

• More efficient research (faster access to existing information, ... )

• Enhanced search capabilities (tagging & social bookmarking combined)

• Repository of internal and external links to topic specific information

• Expertise location

Enterprise 2.0 – Tools & use : Tagging/search

• Tagging (folksonomies) • Collaborative filtering• More efficient searching

by tags • Combining searches and

filtering • Information &

Knowledge gathering

Enterprise 2.0 – Tools & use : Microblogging

• Fast knowledge sharing • Conversations • Flattened communications• News • Updating on status of

(documents, projects, work in progress)

• Fast Question & answer channel

• Recruitment channel

Benefits of Enterprise 2.0

Benefits of Enterprise 2.0 platforms

Productivity and efficiency – Increased productivity – Faster innovation & product development– Increased project management efficiency– Reduced mail overload or better use of new

and existing communication tools – Improved team performance

Benefits of Enterprise 2.0 platforms

Stakeholder engagement – Better internal and external communication– Better collaboration between parties (internal :

cross-departemental, external : with members, customers,partners, other)

– Greater staff engagement, potentially greater customer engagement, greater member engagement (the other meaning of engagement)

– Enhanced collaborative behaviour (cultural change toward 'sharing environment')

– More learning & development – Fun factor

Benefits of Enterprise 2.0 platformsKnowledge creating and retaining

• Easier and wider access to expertise and organisational capabilities • Enhanced search • (faster & more accurate) • Capture & store activities,

conversations, opinions ... • Reuse, combine, harness...

Benefits of Enterprise 2.0 platforms• Employer attractiveness • Improved internal and

external reputation • Increased visibility in

business environment and market

Reputation

Benefits of Enterprise 2.0 platforms

Business agility – Faster decision making (more and accurate

information available fast) – Increased flexibility (better research, better

market knowledge together with faster decision making and higher innovation : lead to higher flexibility)

– Higher innovation rate (more ideas, more people involved, better communication)

– Faster time-to-market products and services (innovation faster, process faster, communication faster)

– Increase accuracy of products & services (more, faster and direct feedback from customers, partners, members)

How agile is your business?

Thank you for listening