Agent of Connections
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Transcript of Agent of Connections
Slide of 39
Agent of Connections: The Online Community Manager
© 2013 National University of Singapore. All Rights Reserved. 1
Chia Han-Leon · Lecturer, Enterprise Social Business, ISS · @leonchia
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Why is social media management like a weight management program?
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of Relaxingmusic (Flickr). Used under Creative Commons License.
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Because all the advice you’ve already heard, and you already know – actually works.
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of just4you (sxc.hu)
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Bonus Talk! Weight Management Tips
© 2013 National University of Singapore. All Rights Reserved.
Eat multiple small meals.
Don’t eat before you go to sleep.
Cut the carbohydrates.
Miniature food by SouZouCreations (etsy.com/shop/SouZouCreations) 4
Slide of 39 © 2013 National University of Singapore. All Rights Reserved.
Get enough rest and sleep.
Bonus Talk! Weight Management Tips
Sugar is bad.
Exercise regularly.
Avoid Fast (Processed)Food
Images courtesy of michiru (sleeping kitty), and pixaio (pink donut) via sxc.hu.
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So, if we all know what to do, why do
so many still struggle with weight issues?
© 2013 National University of Singapore. All Rights Reserved.
… or social media implementation?
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Let’s say you are in charge of social media in your company. You are the Social Media Manager.
© 2013 National University of Singapore. All Rights Reserved.
You already know why it isn’t that simple:
Knowing is not doing.
Image courtesy of mkhmarketing (Flickr). Used under Creative Commons License.
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Specifically, just doing one or a few aspects correctly does not mean the whole picture works.
Social media requires orchestration.
Image courtesy of greyweed (Flickr). Used under Creative Commons License.
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Health & fitness is pretty fashionable, so is social media.
© 2013 National University of Singapore. All Rights Reserved.
But you can’t fake it by not doing it yourself. 9
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Like a social media manager, a trainer is implicitly effective if he is seen as fit and strong himself.
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of eaexcutives (Flickr). Used under Creative Commons License.
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It takes a dedicated community manager to coordinate and drive success in an online community.
© 2013 National University of Singapore. All Rights Reserved.
Like a trainer who knows how to balance “pain and gain” for effective weight loss.
Imag
e co
urte
sy o
f Liv
ing
Fitn
ess
UK
(Flic
kr) .
Use
d un
der C
reat
ive
Com
mon
s Li
cens
e.
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Two Aspects. What’s the difference?
© 2013 National University of Singapore. All Rights Reserved.
Channel
Online Community Manager
Social Media Manager
People
-specific
Channel-agnostic
Bring in new fans
Engage existing fans
Conversion Convers ion at
…etc.
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Slide of 39 © 2013 National University of Singapore. All Rights Reserved. 13
From AOL Social Media Salon (Internet Week New York, May 2013)
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From AOL Social Media Salon (Internet Week New York, May 2013)
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From AOL Social Media Salon (Internet Week New York, May 2013)
Slide of 39 © 2013 National University of Singapore. All Rights Reserved. 16
From AOL Social Media Salon (Internet Week New York, May 2013)
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From AOL Social Media Salon (Internet Week New York, May 2013)
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From AOL Social Media Salon (Internet Week New York, May 2013)
Slide of 39 © 2013 National University of Singapore. All Rights Reserved.
Image Source: Facebook fleece pillow by TheGeekyGiraffe (etsy)
Connecting Both a fitness trainer and an online community manager are more effective when they understand the life and lifestyle of their clients.
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Individual lifestyle results in unique, individual factors.
Successful Diet = Rules × Context
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of cienpies (via sxc.hu) ©cienpies.net
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Slide of 39 © 2013 National University of Singapore. All Rights Reserved.
Successful Social Media = Best Practices × Context
Different communities require different treatment.
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Additionally, the people around you have a powerful influence on your success (or failure).
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of Tiberiu Ana (Flickr). Used under Creative Commons License.
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The same with social media. Your job is tougher if the people
around you don’t practice it.
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of ilco (sxc.hu)
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The social media manager soon realizes that “community” also
includes the internal community.
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of ilco (sxc.hu)
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Because life is harder if other departments, colleagues don’t get social media.
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of ilco (sxc.hu)
You also have to sell and cultivate online strategy internally.
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You have to champion the benefits of social media inside the organisation.
© 2013 National University of Singapore. All Rights Reserved.
Image courtesy of ilco (sxc.hu), with modifications
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Not just this social media…
© 2013 National University of Singapore. All Rights Reserved. 27
But also social media in a broader sense that includes collaboration tools.
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So this talk really isn’t just about the “usual” social media.
© 2013 National University of Singapore. All Rights Reserved.
It’s about the dual role of social media: both outside and inside an organisation.
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It’s been some years since Singapore adopted social media. We’re not new to it.
But we haven’t looked much into social media on the inside.
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Why connect social media inside? Makes social media an
across-the-organisation platform.
© 2013 National University of Singapore. All Rights Reserved.
social ORGANISATION
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Not just a tool for the marketing department.
Empowers your inner community with all the legendary benefits of social media.
© 2013 National University of Singapore. All Rights Reserved.
KNOWLEDGE SHARING
REAL-TIME COLLABORATION
EMPLOYEE ENGAGEMENT
TALENT SPOTTING
INFORMATION CROWDSOURCING
SOCIAL FILTERING
LOWER COSTS
“INNOVATION”
LESS EMAIL(!)
THOUGHT LEADERSHIP
EMPLOYEE RETENTION
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Internal collaboration tools are arguably one of the open secrets to solving Singapore’s productivity issues.
© 2013 National University of Singapore. All Rights Reserved.
Source: Channelnewsasia.com, 30 May 2013 32
30 May 2013
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Who might be able to help you with this?
© 2013 National University of Singapore. All Rights Reserved. 34
Your (Online) Community Manager
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Social Media
Community
Internal / Employee Community
Benefits
Benefits
Community Managers
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Social Media isn’t new, but it’s time to bring its practice inwards.
© 2013 National University of Singapore. All Rights Reserved. 36
Image courtesy of Joe Kulangara (Flickr). Used under Creative Commons License.
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“I hear and I forget. I see and I remember.
I do and I understand.”
- Xunzi, Confucian philosopher
© 2013 National University of Singapore. All Rights Reserved. 37
Thank You.