Deloitte provides social media strategy and delivery services to help companies harness opportunities from social media. They identify three main benefits: enhancing customer relationships, increasing value and employee productivity. Their approach includes developing audience insights, objectives and goals, an implementation plan, executing the plan, and managing and growing the initiative. They provide a framework to translate business goals into a social media strategy using personas, value-effort prioritization, and an implementation roadmap.

1. Deloitte CrowdIn – Social Media Strategy& Delivery Harnessing business opportunities presented by social media Deloitte Consulting – Webstrategy June 2009

2. Deloitte’s point of view: Companies typically adopt social media for three major benefits or themes 2 2009 CrowdIn – Social Media Strategy & Delivery Enhance customer andpartner relationships Increase (Shareholder) Value 1 Increase employee productivityand operational efficiencies 2 Foster creativity, innovation,and collaboration 3

4. Research target audience use of social media

5. Assess current social media activities of organization

6. Assess overallbusiness goals to determine social media objectives (Opex, CI, PL)

7. Create awareness and understanding of Social Media and it’s opportunities and challenges

8. Assess strategic alignment with goals of Social Media (Listening, Talking, Energizing, Supporting, Embracing)

9. Determine existing (social) media activities

10. Develop possible scenario’s for social media use (build, join or ignore?)

11. Develop a business case of social media projects including risks, goals, and metrics

12. Value Effort Prioritization

13. Develop a roadmap

14. Monitor and measure social media activity

15. Analyze and learn from success of the initiative

16. Perform Community Management & Coaching of client with successful use of social media initiative

17. Close down project and launch next social media initiative

18. Determine functional requirements of social media project

19. Develop interaction and graphic design

20. Vendor tool selection

21. Build or configure tool

22. Identify and gather relevant content

23. Implement organizational structure to manage social media project

24. Build awareness and train organization

25. Test and deliver project2009 CrowdIn – Social Media Strategy & Delivery

26. Appendices- Business to Social Media StrategyFramework- Persona examples- ValueEffortPriotization Model & Roadmap 4 Footer

29. Q&A as cost reduction

30. Wiki manual of a product

31. Social bookmarkingGrowth model The Social Media strategy (growth model) encompasses a) Best Practices and b) Implementation Plans (people, process, technology), and is supported with our Wiki-tool 2009 CrowdIn – Social Media Strategy & Delivery

33. Prioritize2009 CrowdIn – Social Media Strategy & Delivery

34. 7 Implementation Plan STRATEGY 3: Use Value Effort Prioritization to establish your Roadmap FunctionAssessment Value Effort Prioritize & plan Businesss case Businesss case Businesss case AudienceValue Business value Organiza-tionaleffort ( FTE / €) Technicaleffort (FTE / €) 2009 CrowdIn – Social Media Strategy & Delivery

35. Please contact usfor more information Consulting Laan van Kronenburg 2 1183 AS Amstelveen Patrick Boonstra Senior Consultant Webstrategy Tel + 31 20 454 7500 Mobile: +31 6 1234 4965 pboonstra@deloitte.nl Member of Deloitte Touche Tohmatsu Consulting Laan van Kronenburg 2 1183 AS Amstelveen Martin Kloos Consultant Webstrategy Tel + 31 20 454 7500 Mobile: +31 6 2025 2468 mkloos@deloitte.nl Member of Deloitte Touche Tohmatsu Consulting Laan van Kronenburg 2 1183 AS Amstelveen Lucien van Eck Director Webstrategy Tel + 31 20 454 7500 Mobile: +31 61 100 3986 lvaneck@deloitte.nl Member of Deloitte Touche Tohmatsu Consulting Laan van Kronenburg 2 1183 AS Amstelveen Laurens van Wonderen Senior Manager Webstrategy Tel + 31 20 454 7500 Mobile: +31 65 585 3454 lvanwonderen@deloitte.nl Member of Deloitte Touche Tohmatsu 8 2009 CrowdIn – Social Media Strategy & Delivery