Tuesday, February 11, 2014

Social business adoption best practices #e20s #socbiz

Back after a nice French lunch, Claire Flanagan and Rachel Happe talk about adoption/change and community management.

Claire simply had too much slides and information to give you a good summary. Which is great (to be clear)! I'll share a couple of notes from the talk below.

A nice overview of research Jive did on the value companies are getting was shared by Claire (and is inserted in this blogpost).

Business value of internal social was only realized when organizations did the following:

  • senior leaders role-modelling
  • integrate social into day-to-day activities
  • removal of other tools

So, how to change your organization and get them ready for internal social? Claire shares the following steps:

  • process (define what the new way of working looks like, definitely for executives - use cases, which is not persona-focused, focus on processes)
  • incentives (reward open leadership, bonus tied to 'open' objectives)
  • comms/marketing (executive 'launch' message, success stories)
  • training/support (executive training, reverse mentoring)
  • role models (recruit execs as 'advocates', use 'external' benchmarks)
Next up, Rachel Happe about driving engagement in (online) communities. Community management is the new management, according to Rachel.
Rachel starts by relating to the different communities out there: drama central, ghost town, a clique, etc.

Recommendations for engagement:
  1. define the engagement you need
  2. build effective engagement recipes
  3. community management (I think...)
So, what is engagement? Valuable engagement advances something, like ideas, relationships, solutions, trust & reputation, and expertise or skill.

Engagement can look very different depending on the goal you have. It also depends are where you are in the relationship with the people you engage with. When you first run into someone, you engage differently than when it's your family.

I liked how Rachel recommended us to use different audiences and platforms to build community and engage with them. Different phases in work ask for different audiences and tools/platforms.

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