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What we do…
                                  Gather business cases
                                  ¨ Increase revenue
                                  ¨ Enhanced Ux or service
                                  þ Knowledge
                                  þ Cost-reduction
                                  þ Connecting people

Wells Fargo Wholesale Banking     Evaluate tools. Test & learn.
 §  50+ business lines           ¨ NewsGator
                                  þ Salesforce Chatter
 §  24 overseas offices
                                  þ Jive Engage 5.0
 §  8 overseas branches
 §  33 countries and expanding   SoMoLo
                                  þ Social þ Mobile þ Local
 §  Serving customers
     in 130 countries
Case study
Annual two-day conference for entire
Corporate Communications team and all
regional communicators.
     §  Before, during and after
     §  Selecting the right technology (or bundle) to use
     §  Inside-out approach
     §  Test and learn in a safe environment
     §  Top-down engagement to boost adoption
     §  Social media in a box
People and processes are
more important than the
actual technology.
1.  Know your audience, identify
    the goals, design the process
    model and then select the
    technology.
2.  Identify and train community
    managers.
Before
Invite team members,
engage through
education
-Create a community online prior
to the event (in this case, we used
SF chatter)
-Invite team members
-Demonstrate capabilities
Top-down engagement
to boost adoption
Rely on executives and other
influencers to set the stage and
illustrate the potential value.
SHOW ME, don t tell me.
During
Inside-out approach

Test and learn whenever possible.
Start internally. If you don t get it
chances are your customers or
clients won t get it, either.

Inside is a ‘safe’ environment
Instructions at every table
Always have Plan B
Social Collaboration: Managing Engagement Before, During and After Events - BDI 6/28/12 Social Media & Internal Communications Case Studies Summit
Social Media in a box
§    Chatter mobile
§    Instant audience feedback
§    Word clouds
§    Photo booth
§    Story booth
After
Post-conference

•    Extended group from event to go-forward
•    Published all questions, reached out for
     answers
•    On-going training with community managers,
     reinforcing use of social collaboration for
     events and other triggers
Questions, discussion

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Social Collaboration: Managing Engagement Before, During and After Events - BDI 6/28/12 Social Media & Internal Communications Case Studies Summit

  • 1. What we do… Gather business cases ¨ Increase revenue ¨ Enhanced Ux or service þ Knowledge þ Cost-reduction þ Connecting people Wells Fargo Wholesale Banking Evaluate tools. Test & learn. §  50+ business lines ¨ NewsGator þ Salesforce Chatter §  24 overseas offices þ Jive Engage 5.0 §  8 overseas branches §  33 countries and expanding SoMoLo þ Social þ Mobile þ Local §  Serving customers in 130 countries
  • 2. Case study Annual two-day conference for entire Corporate Communications team and all regional communicators. §  Before, during and after §  Selecting the right technology (or bundle) to use §  Inside-out approach §  Test and learn in a safe environment §  Top-down engagement to boost adoption §  Social media in a box
  • 3. People and processes are more important than the actual technology. 1.  Know your audience, identify the goals, design the process model and then select the technology. 2.  Identify and train community managers.
  • 5. Invite team members, engage through education -Create a community online prior to the event (in this case, we used SF chatter) -Invite team members -Demonstrate capabilities
  • 6. Top-down engagement to boost adoption Rely on executives and other influencers to set the stage and illustrate the potential value. SHOW ME, don t tell me.
  • 8. Inside-out approach Test and learn whenever possible. Start internally. If you don t get it chances are your customers or clients won t get it, either. Inside is a ‘safe’ environment
  • 12. Social Media in a box §  Chatter mobile §  Instant audience feedback §  Word clouds §  Photo booth §  Story booth
  • 13. After
  • 14. Post-conference •  Extended group from event to go-forward •  Published all questions, reached out for answers •  On-going training with community managers, reinforcing use of social collaboration for events and other triggers