Embracing digital sage - social media policy presentation
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Social Media Policy Ralph Charlton September 2011 @sagegroupplc http://www.youtube.com/user/SageGroupPlc
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CIPR North East presented an insider’s perspective on how two of the region's biggest organisations are approaching digital and social media as part of their communications work? Ross Wigham, Service Manager: communications at Northumberland County Council, and Ralph Charlton, Director of PR at Sage Group plc gave their perspectives on how they are tackling the social media challenge at a special CIPR North East briefing in September 2011. Neither Ross or Ralph pretends to be a ‘social media guru’ but they are both dealing with the opportunities and challenges it brings to their organisations.
Transcript of Embracing digital sage - social media policy presentation
Social Media Policy
Ralph CharltonSeptember 2011
@sagegroupplc
http://www.youtube.com/user/SageGroupPlc
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Agenda
1. Context
2. Policy
3. Factors to consider
4. What we did
5. Examples of policy in action
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I’m no guru
I feel like this at home
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Business context
Policy
Boring…..but Important
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External Communications Policy 20
Policy Reference: 2d October 2009 – Version 5
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Global Team Owner: Ralph Charlton Global Executive Sponsor: Karen Geary Committee Responsible: Executive Committee Committee Approval: October 2009 30 [Date of last approval by responsible Committee] This policy has been prepared for Sage Group plc internal use only. Policy content should be treated as confidential. Policy content should therefore not be circulated either in written or verbal 35 communications outside of the Sage Group plc without obtaining the written approval of the policy owner.
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Factors we considered
Sage Group Social Media Policy
http://www.youtube.com/user/SageGroupPlc
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Examples•All use social media to deliver and demonstrate “Extraordinary
Customer Experience”
•Success where networks are highly integrated and there is dedicated resource
•North America:– All product lines have a presence on four main networks
– Pros – highly targeted and relevant, bespoke content
– Cons – potential for brand dilution
•UK– One instance of each platform company wide
– Pros – one Sage, portray breadth and depth of offer
– Cons – not as targeted
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@sageuk
•Providing customer support and addressing complaints:
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After seeing this tweet the team contacted this customer, liaised with technical support to help them got a positive mention for doing so.
•Building relationships; spreading messages; customer recommendations
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@sageuk
•Linked In used extensively by recruitment team
•Purchased “recruitment seat” – direct sourcing tool
•Proactively find candidates; highly targeted; generally senior
•Reduced number but increased quality of applications
•Predicted saving £100,000 in 1st 12 months
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THANK YOU!
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