Preventing headline news of social business antics is one reason executives hire Protiviti. The focus to prevent bad things from happening with social, however, often obscures hidden gems of Upside opportunity. The irony? Walking past the Upside is likely an even greater risk. We rethink downside risk to invent "The Reveal," that ppint in the consulting episode where a marvelous makeover is unveiled to delight the client. In this talk, we share a few cases of "Consulting: Impossible" where we reveal Upside opportunity side by side with that reduction in social business risk. For more information on the Loras College 2014 Business Analytics Symposium, the Loras College MBA in Business Analytics or the Loras College Business Analytics Certificate visit www.loras.edu/mba or www.loras.edu/bigdata.
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1.Social Risk or Consulting:Impossible?
2. The Reveal 3. Upside Explained 4. acquire and serve customers
improve collaboration and in new ways passing up opportunities to
Major Risk with Social Technologies? 5. Recognition (Initial)
Engagement (Repeatable) Friendship (Defined) Collaboration
(Managed) Social Media (Content-Based) Community
(Relationship-Based) Engagement Direct Engagement Everything we do
needs to advance a relationshipor we shouldnt bother. Relationships
Take Time and Resources The Role of Social in Strengthening
Relationships Inexpensive and Fast Cost Effective and Faster
Expensive and Slow 6. Whats the rule? 7. Recognition (Initial)
Engagement (Repeatable) Friendship (Defined) Collaboration
(Managed) Social Media (Content-Based) Everything we do needs to
advance a relationshipor we shouldnt bother. Inexpensive and Fast
8. Use platforms for their intended purpose and choose platforms
that are most likely to reach your intended audience. 9.
Consulting: Impossible...Downside creates Upside? Employees
Community Managers Financial Advisors Crisis Managers Metrics
Experts 10. Appalling might as well re-title it: how Not to embed
social into your company culture 11. Employees Community Managers
Financial Advisors Crisis Managers Metrics Experts Consulting:
Impossible...Downside creates Upside? 12. Community Management
Playbook Lets cross paths with our customers Social media is a path
to achieving a valuable information exchange with our customers To
unveil patterns of customer interactions, build commonality of
interests, and deepen our relationships with them. 13. Employees
Community Managers Financial Advisors Crisis Managers Metrics
Experts Consulting: Impossible...Downside creates Upside? 14.
Employees Community Managers Financial Advisors Crisis Managers
Metrics Experts Consulting: Impossible...Downside creates Upside?
15. Crises Science of Social When and How Should We Respond? Decide
Decide Always Always Always Always Emergency, Serious, Important
Serious, Important Serious Important Important Important
Inappropriate content Attack on social property Potential
social/media/PR disaster Complaint Guideline issue General inquiry
16. Employees Community Managers Financial Advisors Crisis Managers
Analytics Experts Consulting: Impossible...Downside creates Upside?
17. Relationships Take Time and Resources Metrics Find Risk of
Wasted Resources. # of Followers / Friends # of Posts / Tweets # of
Policy Violations # of Links Visited # of Inquiries / Response # of
Downloads Effort Spent Learning Effectiveness of Training Effort
Building Initial Properties # of Mentions # of Re-tweets # of Links
# of Shares # of Comments # of Registrations Types of content that
drives the most interest Employee activity and use patterns # of
Referrals # of Prospects identified % of Reach (Share of Voice)
Pilot Success Customer Feedback Customer Sentiment # of prospects
converted into customers Cost Savings Realized Qualitative
Quantitative Recognition (Initial) Engagement (Repeatable)
Friendship (Defined) Collaboration (Managed) 18. Q & A
