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Social Media governance, tools and employee certification Gøril Mathisen Social Media Ground Control @GorilatDell #SMWGovernance

Social Media Governance, Tools and Employee Certification

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Global Marketing

Social Media governance, tools and employee certification

Gøril Mathisen

Social Media Ground Control

@GorilatDell #SMWGovernance

Global Marketing 2 21-Feb-13

Power of social media

More than ever – a company’s brand is influenced by what consumers are saying about the brand

How companies market, sell to and support their customers is changing…

25% of search results for the world’s top 20 largest brands are links to user- generated content (Socialnomics, ’09)

80% of consumers research products online every week (2012 Consumer Views of Live Help Online, A Global Perspective, Oracle)

CEO’s predict social media will become #2 way to engage with customers, pushing past websites and call centers.. (IBM CEO Study 2012)

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Decision making is changing

• Approximately 72% of consumers trust online reviews as much as personal recommendations

• 52% say that positive online reviews make them more likely to use a local business

• 23% of US internet users under the age of 35, and 21% between the ages 35 and 49, would buy a brand because of a friend’s social endorsement

Graphics: GapingVoid Source: Altimeter 2012

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Trust in sources for company information is also changing…

Source: Edelman Trust Barometer, 2012

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January 2008 Dell aligns organization for success

August 2006 Blog outreach expanded beyond tech Support

December 2006 Ratings and reviews launched on Dell.com

July 2006 Direct2Dell launched Today Direct2Dell exists in English, Spanish, Norwegian, Japanese and Chinese.

February 2006 Michael Dell asked Why don‖t we reach out and help bloggers with tech support issues?

January 2007 StudioDell launched Dell‖s video and podcast site, with helpful tips and tricks. Eventually expanding this into the YouTube channel making sharing easier.

February 2007 IdeaStorm launched A voting based site allowing customers and others to submit ideas for Dell.

June 2007 Dell joined Twitter

EmployeeStorm launched Internal Blogs Launched for Employees.

October 2007 Michael Dell quoted in Business Week In response to Jeff Jarvis question around whether companies want to be part of the online conversation: ”My argument is you absolutely do. You can learn from them. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.”

November 2007 DellShares launched The first investor relations blog by a public company.

March 2008 Accepted Solutions launched on Community Dell France begins Online Community Outreach

May 2008 Dell Outlet achieved $0.5M in sales via Twitter

April 2008 Inside IT launched Blog focused on business customers, and Cloud Computing.

June 2008 Channel blog launched

January 2009 Dell Organizes into four customer focused business units

2009

Spring 2009 Members of Community and Conversations deployed within each of the new Dell Business units

June 2009 $2M+ Sales via Twitter

2009 Dell TechCenter

June 2009 Global Twitter revenues of $6.5 M

December 2009 Huffington Post Blog

March 2010 Dell joins Sina Weibo in China

2006 2007 2008 2010

Social Media & Community University (SMaC U) launched

2011

Altimeter recognized Dell

with “Open Leadership Award for Innovation and

Execution”

5,000 team members trained by end of year

B2B pages on Facebook

Dell named the No. 1 most social brand

6 Awards for the Social Media Listening Command Center

June 2010 CAP Days launched In-person events for vocal online customers

December 2010 Social Media

Listening Command

Center launched

Over six years of social media experience

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Listen, Learn, Engage & Act

Dell’s Social Media Listening Command Center 25,000 posts a day

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How Social Media is embedded throughout Dell

Product Development

• Feedback Loop • Early Warning • New Product Ideation

Marketing

• Demand Forecast • Lead Generation • Message Reach

Online Presence

• Ratings & Reviews • Communities • Customer Stories

Sales

• Collaboration • Thought Leadership • Blogs

Customer Service

• Listening • Support Widgets • Outreach

Communication

• Rich Media • Brand Reputation • Influence • Reputation

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How companies organize for social media: • Holistic: Everyone is in customer service and support and any

employee who wants to be social is enabled

Source: Survey of 140 Corporate Social Strategists, Altimeter Group, November 2010

Global Marketing 9 Confidential 21-Feb-13

Training is critical for both risk mitigation & scaling engagement

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Must be transparent in company affiliation

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Are your employees prepared?

• Do your employees feel they can share exciting news about brand and company online?

• What does that sharing look like? • What if they receive a online question from a friend asking them

about a product from their company?

• How are they prepared to respond?

Global Marketing 12

Empowering employees: Social Media & Community University

Confidential

Policy

Principles

Governance

Training & tools

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Certification requirements:

Course levels: • 101: Principles

• 201: Dell’s Strategy

• 301: Dell’s Brand Guidelines

• 4XX: Platform Specific – Strategy &

Best Practices To date: +7,5K employees trained and certified to engage on behalf of Dell

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Create actionable content

Content Creator

Conversationalist

Listener

Advanced Videos, Blogs, Content

Intermediate Micro blogging, conversations

Basic Listen, take insights into business

Par

tic

ipat

ion

leve

ls

Low

Enables employees to engage based on various levels of participation High Proficiency Level Activity

Global Marketing 16 21-Feb-13

Continuing the conversation & riding the bike…

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# 1: Ground training in strategy and vision for team’s role in social media # 2: Make certification a requirement # 3: Goal to have employees activated # 4: Determine the required information that employees MUST KNOW in order to be activated # 5: Mixed teaching style with lecture, dialogue, exercises and scenarios

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Our top ten SMaC University learning’s:

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# 6: Launch Training Ambassadors for global scale and regional relevance # 7: Launch with in-person to “be the social face” & address questions # 8: Evolve your training curriculum to include real time mistakes # 9:Myriad of tools to continue the conversation: SMaC U Chatter group, Videos, Adobe Connect # 10: Identify and reward the small courageous steps

Our top ten SMaC University learning’s:

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Customer connected employees are your companies rock stars…

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Thank You! Q&A @GorilatDell #SMWGovernance