Building relationships -_social_networking_toolkit

Building Relationships Through Social Networking

Betsy FanningAIIM

How are you building and maintaining relationships with your customers and colleagues?

Customers are important to the success of our business…

How can we foster those customer relationships?

Social Networking Tools can help…

What is Social Networking?

According to AIIM’s Enterprise 2.0 Community:

social networking is the dynamic "relationship" (friend, co-worker, family, employer, etc.) building, social networking is foremost about person-to-person connections, and not necessarily "community" or collaboration. Without being linked or integrated into a communication platform (e.g., discussion forum), the value of being able to use the established network is harder to achieve, as discussions are taken out of context into another channel. Facebook and LinkedIn are prime examples of consumer-facing Social Networking sites.

Source: AIIM Enterprise 2.0 Wiki Glossary

How is your organization approaching social networking?

What is your organization's current approach to Social Technologies?

Adoption

Its use is discouraged

No specific project but some rogue usage

Ad hoc usage in several areas or departments

Beginning to form a strategy for targeted usage

Partially implemented but not enterprise-wide

Actively used throughout

0% 5% 10% 15% 20% 25%

Restricted

Encouraged

10+ employees (656)

Comparing non-use between PERSONAL and BUSINESS life?

Comparison – non-users

All respondents (785)

PERSONAL BUSINESSYouTube Discussion Forums

SMS/Text Messaging Wikis

Discussion Forums Blogs

Blogs Instant Messaging

Wikis LinkedIn

Instant Messaging SMS/Text Messaging

LinkedIn RSS

Podcasts Corporate Social Networking

FaceBook Podcasting

RSS YouTube

Other social networks Social Voting/Ranking

Chat rooms Chat rooms

Social Voting/Ranking FaceBook

Twitter Mashups

Mashups TwitterSecondLife SecondLife

LessUsed

Comparing Contributor-use between PERSONAL and BUSINESS life?

Comparison - contributors


PERSONAL BUSINESSSMS/Text Messaging Instant Messaging

Instant Messaging SMS/Text Messaging

FaceBook LinkedIn

LinkedIn Wikis

Discussion Forums Discussion Forums

Blogs RSS

RSS Blogs

Other social networks Corporate Social Networking

Twitter Twitter

YouTube Podcasting

Wikis Chat rooms

Podcasts FaceBook

Social Voting/Ranking Social Voting/Ranking

Chat rooms Mashups

Mashups YouTubeSecondLife SecondLife

UsedMoreas a

Contributor

How important is social networking to your organization?

Imperative

Significant

Average

Minimal

Not at all

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

2008

2009

In your view, how critical is Enterprise 2.0 to your organization’s overall business goals and success?

Importance of Enterprise 2.0

10+ employees (656)

54% of organisations

considerEnterprise 2.0

to be important

Cf: 44% in 2008

We are well aware of it and actively addressing it

We are aware of what it could do but are not addressing it

Vaguely familiar with the concepts

No clear understanding of what it is or what it could do

0% 10% 20% 30% 40% 50%

2008

2009

How would you describe the understanding of Enterprise 2.0 in your organization?

Importance of Enterprise 2.0


25% of organisations are doing something

about it

up from 13%

Why should your organization consider social networking?

Which THREE of the following would you say are the key drivers for Enterprise 2.0 in your organisation?

Drivers for Enterprise 2.0

Knowledge share

Collaboration

Responsiveness

Better use of shared knowledge

Increased collaboration

Faster communication

Increased agility/responsiveness

Reduced travel costs

Brokering - bringing together people and expertise

Reduction of IT costs

Increased innovation and reduced Time-to-Market

0% 20% 40% 60% 80%

10+ employees (656)

In your organization, which departments are STRONG users of Enterprise 2.0 functionality?

Drivers - departments

The geeks are in the lead

But 21% use it for viral marketing

IT

Marketing

Other operations

Training/membership/projects

Customer Support

Customer Communications

R&D

Sales

Human Resources

All departments

Admin

Finance

Legal

No one uses it

0% 10% 20% 30% 40% 50% 60% 70% 80%

10+ employees (656)

Which group is the PRIMARY driver of Enterprise 2.0 in your organization?

Drivers – people

Driven from bottom up not top

down

Users

IT Managers

CIO/CTO

Senior/Executive Business Managers

Mid-Level Business Managers

CEO

0% 5% 10% 15% 20% 25% 30% 35%

10+ employees (656)

How ready is your organization for Social Networking Technologies?

Enterprise 2.0 Readiness• Culture

– Propensity for success or failure– Measuring change management

• (Business) Strategy– Putting the E in Enterprise 2.0– ROI fundamentals– Beyond a pilot– Competitive edge

• Technology/Infrastructure– Aligned with and support goals and objectives– Bolsters culture– Changes culture

Technology Culture

Strategy

Where should you start when considering Social Networking Technologies?

Getting Started• Formulate a plan and business case

– Impact on productivity– Impact on company’s reputation

• Research the marketplace• Determine where to focus efforts• Determine how you will measure your success/efforts and monitor• Engagement – Building the community

– Engage the correct people in the organization– Let your community do the talking– Listen, observe and identify relevant content

• Develop policies• Train organization on plan, tools and policies• Get started

How will your organization embrace Social Technologies? When?

http://www.aiim.org/premium


AIIM is here to help you with Social Technologies…



Why get the Social Technologies Toolkit?



AIIM has done all the work for you. We have researched and gathered the best information into one document.



• Guidance from the AIIM Enterprise 2.0 Community on Planning and Implementing Social Networking

• Questions from Doculabs to ask your organization as you bring social technologies in

• Questions to ask your social technologies vendor as you choose the technologies you want to use

• …and more wisdom from the AIIM Enterprise 2.0 Community to help you …

What will you find in this toolkit?



How can you get this Social Technologies Toolkit?



Are you an AIIM Professional Member?

You get it free! Download your copy today at…..



Not an AIIM Professional Member?

You have two choices:

1. Join AIIM as a Professional Member for $125 and receive the Social Technologies Toolkit and all the other toolkits and tools.

2. Buy the Social Technologies Toolkit for $99.



Visit http://www.aiim.org/premium and Join today to start receiving your AIIM membership benefits!


What do you get for your annual $125 dues?

• Checklists, Guides, & Templates– ECM Request for Proposal

(RFP) Template– How to Get the Most from

Your RFP Guide– OCR Checklist– ECM Checklist– Email ROI Calculator

• Discounts on AIIM Certificate Training Programs

• Specially Designed Free Essential Training Courses

• ECM Toolkits– Social Technologies – Records Management 2010– Web 2.0– Business Process

Management– Change Management– Accelerating Compliance…many more….

AIIM Professional Member Benefits

We are looking forward to welcoming you as an AIIM Professional Member!

Building relationships -_social_networking_toolkit

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