1. Susan Wallace Tim Schultz Casey Kopp

3.  Organization Identification  Company goals, culture, and challenges  Social Media implications  Challenges faced  Suggestions/Recommendations  Lessons Learned

4.  Corporation X is a globally located organization that develops software for virtual working communities.  What kind of organization is this? ◦ Organizationally; NVO, Customer Service focused ◦ Employee culture: Employees work from home and at a corporate building  Their choice based on mutual trust  Employees are free to innovate

5.  Provide the best customer service possible  Strive to find better ways of doing business  Create a culture of innovation and fun

6. ◦ There is no organization that is currently an NVO ◦ Strategic Leaders are still using traditional leadership strategies and “playing” with virtual tools. ◦ Virtual tools can be “glitchy”, have lag time, and can hurt communication with other cultures.

7.  Why have they chosen to use social media strategies? ◦ Company X uses Social Media to communicate more with employees and clients ◦ Company X executives are using Social Media to show they are current

8.  What is Company X doing? ◦ Webinars ◦ Email ◦ Flicker ◦ Blog: http://blogs.cisco.com/category/news/ ◦ Facebook ◦ YouTube ◦ LinkedIn ◦ Twitter: http://twitter.com/#!/CiscoSystemshttp://twitter.com/#!/CiscoSystems  Allows for feedback and recommendations; instant responses  Ask questions; receive immediate answers

9.  SME’s are responsible for their blogs  Brings International expertise to your computer or phone  Blogger’s profile introduces there are of expertise immediately  Different levels of blog membership ◦ Member ◦ Blogger ◦ Video Viewer ◦ Super Reader

10.  Community Outreach ◦ Earned over $400,000 to donate via Facebook and Twitter ◦ Technical Support provides immediate feedback Applies to multiple customers, not only the person asking the question ◦ February 14, 2012 – Social Media Conference  Intel  LinkedIn  Radian6

12.  How does Social Media help? ◦ Social media monitors  Used to ensure the organization’s name is not negatively portrayed online ◦ Recommendation: Khan Academy  Provides free education, lectures, and tutorials to anyone worldwide

13.  “Transforming how people connect, communicate, & collaborate” ◦ 2012 First Quarter Profits: $11 billion +  Creation of collaboration tools ◦ Voice, video, web conferencing ◦ Web conferencing  IM, create webinars, real time multimedia sharing & play back ability: http://www.cisco.com/en/US/products/ps10362/Products_S ub_Category_Home.html ◦ Jabber  Allows for collaboration in any workspace in a collaborative platform: http://www.cisco.com/web/products/voice/jabber.html http://www.cisco.com/web/products/voice/jabber.html

14.  Frequent push back because organization uses too many different social medias ◦ Constant creation of new social media tool based on need  CEO uses social media, such as Twitter, in a “naïve” way ◦ Discusses vacation ideas, and how great trips were  Employees understand that the tool is not used correctly  Wikis do not work ◦ People do not want to share their knowledge ◦ Only want to gain knowledge from others

15.  Susan – Even though a company can be on the leading edge of technology and their products are virtual community related, there still needs to be buy-in and use within the company.  Casey – If social media is not used properly, it can effect ROI, ROE, and employee productivity.  Tim – Social media should be a tool for work- related communication, and should not be used by upper management to brag about their vacation.

16.  Knowledge management ◦ Documenting, storing, accessing intellectual properties ◦ TED = Powerful innovation  YouTube is an excellent example of people sharing their knowledge  Visual can express so much more than text only  Encourage collaboration  Celebrate success – Young Man in  Measure the use of social media ◦ Surveys ◦ Market the benefits ◦ Follow up with subject matter experts ◦ Monitor participation and knowledge sharing

17.  Questions?