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Experiment, Explore, Investigate, Review,
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Today’s workshop
1.Current state (take stock)2.Future Trends / Opportunities
(innovation)3.Implications4.Next steps
Current State!
Opportunities & Future Trends
Digital business is delivering returns
Online communities reduce costs
Twitter drives sales
Online Customer Reviews drive sales
Online Forum members commenting drive sales
Forum members reply within 93 seconds – quicker than Customer Service staff?
Online campaigns drive sales
Listening to online channels avoided PR problems
Brand monitoring drove tailored, more effective campaign
Tens of thousands of product and services ideas created
Online component to events drove sales
Staff retention increased
World stage to interact and attract candidates
Charitable donations increased
Online Communities increased sales
Communities reduced customer service enquiries
Increased
$$
Improved service
Reduced costs
People retention
Improved quality
Avoid PR issues
Faster ideas, more of
them
Talent attraction
Whatever people earn, they’re
more than likely to be on Facebook
Customer service through new channels is expected
(doesn’t have to be 24x7 if communicated well)
Online Reputation ~ 5-star matters.
Customer service happens fast (& proactively).
Organisations experiment to find outhow to best use digital.
Leading organisations have explored & learnt how to integrate digital into
processes.
Using online well leads to increased productivity, innovation, greater talent development and generally an easier place to work, and…
The best case study is your own.
Workforce changes
Micro sourcing creates pressure for individuals to become more strategic
Global market and cheap tech means greater ease for new organisations to start
Staff can pioneer ideas and lead their organisation to understand.
Organisation charts change
Ref: @armano again
Collaborative cultures meet faster needs.
“it's simply how all business will operate in one way or another (many are well on
their way)”
WANTED: faster communication.
“Mash-ups”: data combined – e.g. information from the ‘crowd” overlayed
on a map
Crowdsouring: “Hey Crowd, what are your ideas for our organisation?”
Crowdsourcing: Which idea is most important?
Essential Baby.139,000 parents leaving 10,000 posts a
day.(Australia’s largest online community for
women.)
Discussion: What is important for us to do
now?
~ Next steps ~
