Social media is not just for marketing and sales! Social media tools and platforms also offer businesses opportunities to increase ROI in the areas of human resources, training, customer service,and internal communications. This slide show offers specific examples of how companies are integrating social media into business functions. Please add your comments as well!

1. Integrating Social Media Into Essential Business Functions January 26, 2010

2. About the Presenter Professional:former executive director, nonprofit exec, business consultant, and teacher. Strategic perspective: business consultant, campaign director, social strategist. It’s all about strategy for me. B.A.Emory University M.B.A. Bar Ilan University …and I LOVE research!

3. Key Takeaways! Characteristics of the “Social Business” Social media integration: concept and implementation ideas One idea you will Implement Determining Return on Influence/Investment http://www.flickr.com/photos/83371160@N00/25928863/

4. Post-Workshop Opportunities Find All Workshop Resources mentioned at Delicious, with the tags “socialbizpreso” + “NBN” http://delicious.com/tag/socialbizpreso+NBN (feel free to continue to add to this list) Take away one idea from the workshop that you will implement!

5. What is Social Media, anyway? http://www.flickr.com/photos/-bast-/349497988

6. the web as a platform …for conversation http://www.flickr.com/photos/whiteafrican/462282405/

7. Encourages Conversation

8. Utilizes the Power of Weak Ties http://www.flickr.com/photos/tierug/3154245590/in/set-72157611999817541/

9. Is Organic and Uncontrolled http://www.flickr.com/photos/eelssej_/524781662/

10. Includes Viral Elements http://www.flickr.com/photos/kalmirage/1904699001/

11. Communication Collaboration Multimedia Entertainment Reviews and Opinions

12. http://www.flickr.com/photos/briansolis/2735401175/

13. The Old Way: Static

14. The New Way Is Dynamic

15. Is Your Company Ready To Be Social? http://www.flickr.com/photos/49503180180@N01/3608757486/

16. Some Considerations: Number of levels of approval Degree of employee trust Willingness to listen How open is the company to change? http://www.flickr.com/photos/49922542@N00/401343608/

17. “The Culture of Social” Interest in Listening Belief in Transparency Willing to Take Risks Ability to Respond Quickly Belief in Stakeholder Engagement http://www.flickr.com/photos/71325969@N00/2634561264/

18. Trying to Integrate Social Media? Create a social media team Decision makers on team But…train the entire staff. No silos! http://www.flickr.com/photos/40624839@N02/3784049371/

19. Trying to Integrate Social Media? Everyone receives reports. Define ROI expectations ahead of time. http://www.flickr.com/photos/40624839@N02/3784049371/

20. Support Organizational Functions Human Resources: recruiting, retention, job descriptions Internal Communications collaboration, communication, resource sharing Collaborative Training: tools, processes, information-sharing http://www.flickr.com/photos/32955500@N08/3084647270/

21. Support Organizational Functions Product Development: research, sentiment, real-time feedback http://www.flickr.com/photos/32955500@N08/3084647270/

22. Support Organizational Functions Customer Service: Real-time reactions, listening, community feedback and support Sales/Marketing: engagement, lead generation, sales cycle development http://www.flickr.com/photos/32955500@N08/3084647270/

23. Return on Influence = Efficiency Efficiency = Money http://www.flickr.com/photos/22799508@N07/3180165241/

24. Concept: Measuring ROI Leading to tangible Tangible: Converts to Time and/or (Money, sales, hours, activities, etc)

25. Human Resources Linkedin Answers Search for employees and business partners Form a Facebook Group to Recruit employees

26. Human Resources

27. Advertising Expense Cost of Retraining Human Resources ROI Interview and Recruiting Time Cost of Hiring Replacements http://www.flickr.com/photos/38726791@N06/4067195335/

28. Internal Communication

29. Internal Communication Or simply create tags in Delicious. This presentation is tagged “socialbizpreso” and “NBN”

30. Cost of Lost Time More efficient use of time Internal Communications ROI Sales and Service Better ideas http://www.flickr.com/photos/38726791@N06/4067195335/

31. Product Development I love using my flip phone Look at real-time sentiment platforms! Friendfeed Facebook Online forums/niche forums Niche social networks Local review sites (Yelp) Social bookmarking sites

32. Product Development Friendfeed Facebook Online forums/niche forums Opportunity to task what they want! Niche social networks Local review sites (Yelp) Social bookmarking sites

33. Sales and Demand Refine Product Development Product Development ROI New or improved ideas Sales and Service http://www.flickr.com/photos/38726791@N06/4067195335/

34. Customer Service

35. Customer Service

36. Customer Service Live chat customer service on UStream

37. Saves Staff Time Fewer customer complaints Satisfied customers Sales and Service Customer Service ROI New or improved ideas Sales and Service http://www.flickr.com/photos/38726791@N06/4067195335/

38. Training: Water Cooler 2.0 Training and collaboration tools: Internal podcasting, video, bookmarking, collaborative tech

39. Sales and Demand Trained Staff Training ROI Staff input and contribution Better products/services http://www.flickr.com/photos/38726791@N06/4067195335/

40. Sales and Marketing Create external community

41. Sales and Marketing Create external community

42. Customer Engagement Customer attraction and retention Media/mentions Sales/Marketing ROI Sales Customer attraction and retention http://www.flickr.com/photos/38726791@N06/4067195335/

43. Case Studies

44. Best Buy: Customer Input

45. Customer Service

47. American Red Cross Social Media

49. This handbook is available to any Red Cross volunteer, employee, and fan at http://sites.google.com/site/wharman/social-media-strategy-handbook

50. Look at their activities all over the world via Flickr geomap

51. Workshop Exercise Choose one business function that you want to integrate with social media. Identify goals. Discuss options.

52. Key Takeaways! Characteristics of the “Social Business” Social media integration: concept and implementation ideas One idea you will Implement Determining Return on Influence/Investment http://www.flickr.com/photos/83371160@N00/25928863/

53. What was most useful to YOU? http://www.flickr.com/photos/32595872@N02/4195880838/

54. Thanks for the Inspiration! Hat Tips To: Olivier Blanchard http://www.slideshare.net/thebrandbuilder/olivier-blanchard-basics-of-social-media-roi Beth Kanter http://www.slideshare.net/kanter/social-media-trainers-bag-of-tricks Duct Tape Marketing http://www.ducttapemarketing.com/blog/2009/12/29/small-businesses-will-simply-become-more-naturally-social/

55. Debra Askanase Social Strategist and Creative Director debra@communityorganizer20.com www.communityorganizer20.com Twitter: @askdebra