striking the balance - working mother · enable employees > just a day in the life • keep...
TRANSCRIPT
Striking the Balance:
Social Tools + Engagement
Sara Roberts and Lisa Bonner
@RobertsGolden + @LisaCBonner
2007 study based on input
from 2,100 communicators
Social + Engagement = Results
Engaged workforces have an earnings per share 3.9X higher
than other organizations in the same industry.
At Best Buy, they have precisely identified that the value of 0.1
percent increase in engagement in a particular store translates
to more than $100k in the store’s annual operating income.
Balance of Push + Pull
Roberts Golden’s
*E* Employee™ Framework
6
Highlighted in Sara’s book, “Light Their Fire…”
The way we see it is that organizations need to go “beyond engagement” – it’s critical to communicate to employees but that’s only a foundational piece; alone it’s insufficient to driving and sustaining change. It’s critical to provide the right environment, autonomy and accountability measures to ensure results.
7
Engage – Communicating
Your Vision
Involve employees in helping
create your vision and then
paint a clear and vivid picture
of how you will execute
together
Engage – Leadership on the “Ground”
Meet & connect with groups of employees – share &
show your vision
8
9
Enable Employees > Providing
the Skills and Environment
• Creating a successful environment
with tools and training
• Curriculum for every role in the
organization
• Cost effective & cool ways to train
10
Enable Employees >
Just a Day in the Life
• Keep leadership and management
focused on walking in shoes of
front-line employees
• Conduct “Immersion Sessions” for
leadership, to expose them to the
world of social business
applications and technologies,
demonstrating the bottom-line
benefits and opportunities…
11
• A “safe” environment for
execs to learn & explore
social media & trends
• “A-ha” moments led to execs
listening with an open mind
and generating ideas
• Bringing unrelated groups
together can spark the next
“great idea”
Enable Millennials + Executives
> Reverse Mentoring
Enable > Connecting
Alumni & Retirees
• Encourage ongoing
relationships
• Referrals-product & employee
• Re-join the company
• Advocates in the community
14
Empower Employees through
Decision Making Authority
• Help more people become more
powerful
• Letting them solve business
problems that are better solved by
them
• Collective intelligence is stronger
than individual, or in other
words, “crowd wisdom” is a real
thing…
• Crowdsourcing business strategy
and getting ear-to-the-ground
info
Empowering your crowd
The results show that the crowd guesses 91% correctly,
whereas experts only have a 61% likelihood of getting
the right answer.
Empower >
diversity of contribution
• Crowdsourcing solutions often
allow us to include voices and
talent we've never heard from
before.
• One such "game," Fold It, allows
any individual to work with
sequencing amino acids to figure
out how that protein is going to
fold.
• Who is the best protein folder in
the world?
16
Connecting unrelated ideas
& expertise in new ways
• Advanced technology team in R&D learned
how to ink-jet a photo onto a chocolate bar
– insufficient market demand
• Second team tried to use lithographic
technology to print faces of characters
onto M&Ms – low resolution, but high
market interest
• Each team had incremental success but no
market viability
• A manager brokered a connection and
translated – “ah ha!”
– Conveys the importance of clear hubs
& connectors
From “Driving Results through Social Networks,” Rob Cross & Robert Thomas
Mobilizing internal & external
networks and collaboration to
result in breakthrough
innovation
Ensure Results
• Clearly outlining
expectations, measurement
& incentives
• Means setting clear
objectives, coaching for both
good and poor performance
and rewarding and
recognizing for job well done
18
Reinforce Collaborative
Behavior & Expectations
• Important to reinforce value-add
collaborative behaviors…
Outlining:
– What does collaboration look like in
terms of tangible behaviors?
– What is our unifying goal?
– For what tasks and activities is
collaboration important / when is it
needed?
– How do we promote collaboration
through what we say and do?
19
Ensure Results – through
Measuring & Providing Timely
Data
20
• Measure and have concerted way to share data with employees for
meaningful action
– Tracking customer ‘moments of truth’ and sharing with
employees on a timely basis
Maturing metrics over time •Leadership and management advocacy of technologies
•Growth velocity of new technologies/adoption
•Active & continual participation/balanced givers + takers
•Investment in social technologies
Action
•Demonstrated results from social technology
usage/connections
•#/type of new tools used/introduced
•Length of stay/usage
•User demographic quality
Ability •Quality/tonality of discussion
•# of new connections/products/ideas generated
•# of calls to Help Desk/Requests of Stewards
Attitude
•# of profiles created
•Documents uploaded/viewed
•Amount of discussion
•# of departments/business involved
Awareness
•# of people trained
•Communication events/channels
•Levels of access
•Initial log-ons
4
3
2
1
Advocacy 5
Imp
act
Source: Roberts Golden Consulting, Inc.
22
How have you *engaged*
your employees?
Connect With Roberts Golden
www.robertsgolden.com @RobertsGolden
Headquarters office: San Francisco, CA
23
Sara Roberts Lisa Bonner
@LisaCBonner
East Coast office: New York
Us in a
Nutshell
Organizational transformation +
effectiveness consultancy
Deep expertise in employee
experience, engagement, and
strategic communications
One of the leading consultancies in
helping large, global organizations
successfully leverage and gain
adoption for enterprise social
networking tools to mobilize
engagement + collaboration