We‘re not in Wonderland anymore, Alice

Rick Mans

Social Media Strategist

The world always changes

MANAGERS WERE AFRAID EXCEL WAS TO STIMULATE WORKERS TO MAKE SPORTS- OR GROCERY LISTS DURING WORK HOURS

Social tools a disruptive technology?

TIME SPEND ON SOCIAL MEDIA STILL GROWS (HYVES +41.000.000 FACEBOOK +26.000.000)

People spend less time online (2.091.000.000 vs 1.883.000.000 minutes in NL April vs May)

Average 18% revenue growth during the crisis

Social Media is:

Human interaction in a virtual world

Your business processes are well optimized and rarely used

Relationship Management

12%

Collaboration43%

Knowledge Work38%

Business Processes7%

Time Spent by Work Type

Your work is not about having meetings

Eliminate update meetings–Are about old news –Are not interesting for everybody–Are just for the manager

Example–Government institute–Weekly update meeting–10 people, 2 hours–Moving to microblogging– Instant updates, instant action–1.5 hours saved per person per week

http://www.funnytimes.com/cartoons.php?cartoon_id=19951122

Without a presence you can only react, not respond

•Passive-aggressive•Short-sighted•Infighting•Poor communication•Turf battles•Politics•Uncooperative

React

•Goals•Performance•Knowledgeable•Group success•Compromise•Teamwork•Facts, Data & information

http://www.quietpath.com/Respondvs.html

Respond

ProductiveUnproductive

What you can do with online conversations

Customers tend to share experiences online– If you react you are just fixing things, you are not increasing customer experience– Go beyond reacting– Integrate social media in your support

cycle

Example– IT firm creating customized

software– increased positive mentions from

34% tot 73%– increased customer experience

Instant messaging helps IBM avoid approximately $780K per month in phone usage alone

Number of unique users per day 260,000

Number of times IM used per day instead of phone 4

Number of minutes per call 2.5

Phone rate $0.015

Average savings per day $39,000

Average savings per month(20 business days per month)

$780,000

Average savings per year $9,360,000

IM is used as both a phone and email substitute. In addition to avoiding phone usage charges, organizations may also expect a decrease in the amount of email traffic and storage (and the costs associated with those).

Smarter Work Event, 27 Oktober 2009

Web conferencing helps IBM avoid approximately $6M per month in travel costs

Number of meetings 161,700

Average participants per meeting 6

Percent of meetings requiring people to travel 15%

Percent of people, per meeting, that would travel 50%

Price of travel per person $1,000

Number of meetings requiring travel 24,255

Number of people traveling to meetings 72,765

Travel savings per year $72,765,000

Travel savings per month $6,063,750

Smarter Work Event, 27 Oktober 2009

Your work is not doing email

"Using a wiki cut down our email by 90%," noted Richard Fahey. "Everyone had the latest version of each

document, knew what changes were made when and by whom. Everyone received updates on changes which

kept them fully informed of the project status. It's a much more efficient, secure and transparent way of

working."

“the continuous need to connect people and events across business operational boundaries which was time

consuming but important has dropped away and the mails I get now are for the most part around serious thoughtful

requirements.”

Andy Mulholland - Global Chief Technology Officer at Capgemini Group explains why he has 40% less email since Capgemini is using Yammer

Rick MansSocial Media Evangelist / StrategistPapendorpse weg 100 UtrechtThe Netherlands

Phone: +31 6 51 21 01 44E-Mail: rick.mans@capgemini.comTwittier: http://twitter.com/rickmansLinkedIn: http://nl.linkedin.com/in/rickmans