Get the culture right and the tweets will look after themselves
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Transcript of Get the culture right and the tweets will look after themselves
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Get your culture right & the tweets will look after themselves
Martin Thomas @crowdsurfing
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“Digital communications is a destabilizing force in a bureaucratic environment. And I am sitting right in the middle of a bureaucratic environment.’”Senior corporate communications director
“We’re not set up for this shit”UK CEO
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Social media dramatises cultural & operational weaknesses
Connected Consumer meets Disconnected
Corporation
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New behaviours & heightened expectations
“Amplifying the volume of moaning”
Instant access, instant response, instant gratification “living life through shortcuts” MTV
“The trouble with McDonald’s is it’s too bloody slow”
Real time problem solving Real time expectations
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Why many institutions struggle
o Not configured to work in real time, in terms of speed or resources
10 minutes60 minutes
* Critical response time for responding to negative comments
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Organisations & people that struggle with this new world
Slow Hierarchical Bureaucratic Process oriented Distrustful
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No surprise that public sector finds things difficult
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Social media as a positive force for cultural & organisational change
Good social = Good businessGood business = Good social
Alternative perspective
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Operational & cultural traits of successful organisations
TrustingOpenAgileInformal Collaborative
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1. Trusting
o Bedrock of strong internal cultureo Allows shared responsibility & real time decision making
The best company rulebook ever written?
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Trust the people
“How many of your 90,000 tweets have
been pre-approved by senior management?”
“None of them”
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Trust the peoplein uniform
"It comes down to culture of an organisation & degree of trust you have in your frontline officers. You have to allow them to make mistakes and deal with them as a mistake, rather than coming down heavily on them.”
"The message has to be: 'We trust you with a baton and with the right to take away someone's liberty, I think we can trust you with a Twitter account.”Gordon Scobbie, police national lead on social media
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2. Open
o Transparency & honesty non negotiable
o Capable of transforming reputations & address trust deficit faced by all institutions
o Thicker skins essential
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From litigation to ‘civil dialogue’
“the one thing we’ve changed in recent years is we have been a lot more open about engaging in dialogue with people so long as they aim to be constructive” (Steve Easterbrook, UK CEO, McDonalds)
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3. Agile
o Ability to improvise & operate in close to real time rather than institutional time
Crisis management at hyper-speed
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Speed of response
o Photo hoax went viral on Twitter
o Quickly countered by social-media team with Twitter statement
o Stock price rose 5% the following day
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Agile creativity
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4. Informal
o Being willing to show a human face & a personality
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Think human … not corporate
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A human response to human error
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Authenticity & timeliness more important than production values
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5. Collaborative
o Tapping into spirit of collective self expression
o Leveraging people’s willingness to shape service & product offers 70% of companies regularly create value through use of web-
based communities (McKinsey)
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The Power of Communities
Mutualisation: Collaborating with readers and communities to better understand, explore or reflect situations, topics, perspectives or experiences
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The Power of Communities
10,000 people have paid to become part of an online community that debates & votes on key decisions involved in running a farm
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The Power of Communities
• Over £200k saved• Over 250 photography ambassadors• 50 million views
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Social customer service
• Community-powered customer service
“Each view of a YouTube customer support video equates to an £80 saving”Laura Price, social media manager
“Using customer communities to solve customer problems costs 10% of traditional call centres” HP claim saving of $50m in support costs
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If you want to succeed as a social business
TrustingOpenAgileInformal Collaborative
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Get your culture right … & the social media will look after itself
@crowdsurfing