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TRANSCRIPT
“Social Media – The Good, The Bad And The Ugly”Presenter: Helen Levinson
Social Media Fears
• Lack of Knowledge & Understanding
• Brand Management & PR Concerns
• Lack of Time and Personnel
• It’s a Passing Fad
Most Common Reasons:
•96% of Millennials have joined a social network
•Facebook tops Google for weekly traffic in the U.S.
•50 million Tweets per day - 80% are outside of Twitter
•If Facebook were a country, it would be the world’s 3rd largest
•Over 200,000,000 Blogs
•80% of companies use LinkedIn as primary tool to find employees
Social Media Trends
2011 Stats:
Source Mashable.com & Socialnomics.net
Source Socialnomics.net – Eric Qualman
Managing Your Brand
Positive Exposure
Negative Exposure
Source ‐ YouTube http://www.youtube.com/watch?v=5YGc4zOqozo
Brand Protection
Source Deloitte Ethics & Workplace Survey, 2009
• 74% of employed Americans surveyed believe it is easy to damage a brand’s reputation via sites such as Facebook, Twitter and YouTube.
• 1/3rd of employed respondents say they never consider what their boss would think before posting materials online.
• 61% of employees say that even if employers are monitoring their social networking profiles or activities, they won’t change what they are doing online.
• 54% of employees say a company policy won’t change how they behave online.
Risk Management & Compliance
Source Deloitte Ethics & Workplace Survey & Robert Half Technology 2009
•27% of executives regularly discuss how to best leverage social networks while mitigating risks.
•54% of CIOs said their firms do not allow employees to visit social networking sites for any reason while at work.
Data Leakage
Source Twitter, Outbound email and data loss prevention in today’s enterprise, 2009
• 17% of US companies investigated the exposure of confidential, sensitive or private information via a posting to a social networking site
• 13% of US companies investigated the exposure of confidential, sensitive or private information via a an SMS text or micro-blogging service
What Should I Know? • Corporate Guidelines• Personal vs. Corporate?• Employee & Customer Interaction• Damage Control • Etiquette• Guard Your Information
Social Media Best Practices
Best Practice No. 1:Establish CorporateGuidelines
Protecting Your Image
IBM and Intel
Source Hutch Carpenter ‐ bhc3.wordpress.com/2008/12/
IBM and Intel each established guidelines for their employees who participate in social media.
These market leaders were essentially saying, “have at it out there on blogs, social networks, Twitter, etc. But make sure you know the company’s expectations.”
These guidelines represent a milestone in large enterprises’comfort with social media.
Source IBM ‐ http://www.ibm.com/blogs/zz/en/social_computing_guidelines.html
Source IBM ‐ http://www.ibm.com/blogs/zz/en/social_computing_guidelines.html
Source IBM ‐ http://www.ibm.com/blogs/zz/en/social_computing_guidelines.html
Source IBM ‐ http://www.ibm.com/blogs/zz/en/social_computing_guidelines.html
Intel Social Media Guidelines
Source Intel ‐ http://www.intel.com/sites/sitewide/en_US/social-media.htm
What happens with no guidelines in place? • PR Nightmares• Lawsuits• Loss of Time and Money
Consequences
Posting Information
Best Practice No. 2:Personal vs. Corporate
Keep it personal …or keep it strictly business
People Interaction
Best Practice No. 3:Employee and Customer Interaction
Managing Negative Feedback
Cover Your Risk
Best Practice No. 4:Think “Damage Control”
Domino’s ChallengeChallenge:
Domino’s Pizza was faced with the challenge of re-establishing their clients’ and investors’ trust
•Discredit the content of the video and its producers
•Respond fast and efficiently in order to stop the snowball effect
•Minimize the issue to avoid alarming investors, since the company’s share value had been dancing up and down with the lowest rates in the last 5 years.
Domino’s SolutionSolution:
•Utilize the same means of communication. Replied with a YouTube video message and created @dpzinfo an official Twitter account.
•Re-focused the attention of clients back to the product “pizza” by building alliances with bloggers and giving away free food in order to reconcile with the product.
•Showed enough pro-activity to investors to reach the highest share value in the last 6 months.
Rules of Engagement
Best Practice No. 5:Have some etiquette
Wal-Mart Concocts Fake Community Group to Gain Chicago Support
Rules of Engagement:• Establish a point of contact or team
• Be proactive in response
• Operate by a code of conduct
• Own up if you’ve screwed up
Create Your Rules
Stay In Control
Best Practice No. 6:Guard Your Information
Exposure over 12 months:•Email number 1 threat
• 35% leaked proprietary information
•Blog Breaches
• 25% data loss via blogs
•Video Exposure
• 21% disciplined employees
•Friends or Foes?
• 20% offenses made on Facebook & LinkedIn
Are You Exposed?
Source Marketwire.com
Popular Investigative Tools• Alerts
• Blog Posts
• Discussion Boards
• Tweets
• Fan Pages
• IP Blocking & Web Cloaking
• Sidejacking
• Auction Sites
Listen, Monitor & Track
Alerts
Bing
Blog Posts
Discussion Boards
Tweets
Fan Pages
IP Blocking & Web Cloaking
Sidejacking
Firesheep
Auction Sites
Monitor Your Brand
Monitoring Tools:Social media provides a way to market yourself, your business, your products and services.
Tools such as Radian 6, Sprout Social, and Socialmention help you monitor your brand.
Remember…Be mindful of what you post.
Warren Buffett once famously said…
“It takes twenty years to build a reputation, and five minutes to ruin it.”
Who, What, Where, Now?What are the Next Steps?
Create a Social Media Strategy• Define Goals• Who Owns It?
Risk Management & Compliance• Establish Best Practices
• Create Response Teams• Damage Control Protocol
Listen & Respond• Adopt a 24 hour culture• Offer Hotline / Email
Questions
Connect, Join, FollowConnect with Helen LevinsonLinkedIn: http://www.linkedin.com/in/helenlevinsonTwitter: http://twitter.com/helenlevinsonQuora: http://www.quora.com/Helen-Levinson
Connect with Desert Rose DesignWebsite: http://www.desertrose.netFacebook: http://www.facebook.com/DesertRoseDesignTwitter: http://twitter.com/DRDmarketingLinkedIn:http://www.linkedin.com/groups?home=&gid=1846028