Social Thought LeadershipMBA Consultants :: Brandon Gredler & Patrick Kilgore

Saint Edward’s University May 2011

channels

channels

channels

channels

Forum

Project Goals

• Initial Objectives

– Grow communities

– Increase customer collaboration

– Increase support employee collaboration

– Capture the voice of the customer

• Amended Objectives

– Increase MyCA engagement and stickiness

– Set an “ego trap” for power users

– Explore location-based services

– Convert lurkers into posters

– Create measurable success criteria

Process

• My CA

– Registered, created profiles

– Joined various communities

– Friended users

– Began reading through threads

• POST Examination

– Who are the people using MyCA?

– What objectives are they trying to accomplish?

– What strategies could we utilize to enhance MyCA?

– What technologies will help to achieve social thought leadership?

Process (Continued)

• Whiteboard Approach

– What gaming elements are needed?

– What would an IT management game look like?

– Should ranks, badges coexist?

– Can we “guide the hand” of the non-social?

• Whiteboard Review

– Are our initial ideas the best they can be?

– Are any of the gaming elements polarizing?

– Are our recommendations universal enough?

– Can we translate our efforts into the real world?

Social Snapshot

• Channels

– LinkedIn

– YouTube

– ExpressIT

– Slideshare

– Flickr

– Facebook

– Twitter (Support)

– Twitter (Community)

• Outpost/Passport Approach

MyCA

• Advantages

– Unblocked social network

– Empowers users to troubleshoot issues

– Reduces the number of help tickets

– Communities can be used for crowdsourcing

– Features include profiles, chat, blogs etc.

• Areas for Improvement

– Incentives for social sharing solutions

– Recognition for actions executed

– Community headcount

– Activity amongst current users

Social Conversation

SharedEarned

OwnedPaid

Forum Scale

Rank Points

Platinum – Caesar 1,000,000

Gold – Legate 500,000

Silver – Consul 200,000

Bronze – Centurion 75,000

Pewter – Tribune 20,000

No Rank –

Mock Up

Rank: Caesar

Points System - Digital

– Question marked resolved 100,000 points

– Provide a tip or trick50,000 points

– Achieve officer status 50,000 points

– Post a popular blog, receive 10 votes 25,000 points

– Post a thread 15,000 points

– Thread receives 5 responses 15,000 points

– Receive a positive rating 10,000 points

– Friend another user 10,000 points

– Give a positive rating 5,000 points

– Vote on a blog 5,000 points

– Join a community 5,000 points

– Populate user profile 5,000 points

Points System - Physical

– Host a local event 500,000 points

– 10+ people attend event 100,000 points

– Check in at CA World 10,000 points

– 10+ people check in together at CA World 20,000 points

– Check in at local event 100,000 points

– 10+ people check in together at local event 50,000 points

– Request a bracelet or “totem” 50,000 points

Social Badging

Badge Achievement

Problem Solver Issue marked resolved

Networker Friend user, post meetup

Blogger Post popular blogs

PowerUser Provide tips or tricks

World Traveler Attend CA World

Techie Request bracelet, totem

Influencer Receive positive rating

Officer Obtain officer status

Social RFID

• Vail Resorts (2008, Colorado)

– Embedded RFID technology in lift passes

– Visitors tracked ski metrics such as vertical feet

– Location made available to trusted friends

– Accomplishments pushed to social channels

• Coca-Cola Amusement Park (2010, Israel)

– Embedded RFID chips in park bracelets

– Sync’d bracelets to existing Facebook accounts

– Patrons scanned bracelet to “like” rides, attractions

– Real time data pushed to friends

– Instant photo tagging with bracelet

RFID and social media are exploding together… every major marketing event will have RFID engagement within the next 24 months

- ODIN Founder, Patrick J. Sweeny II

In light of all of NFCs potential uses, it’s no wonder that Google, often ahead of the technology curve has shifted away from QR codes

- Hoovers Business Editor, Rachel Gallo

Q&A

What questions are there?

• Background Image

– Available under Creative Commons

– Source: http://bit.ly/h9g5bA

• Additional sources

– Cited in deliverable Appendix

References