Social developments are taking an increasingly prominent place in our lives. Due to the rise of devices and social, we are always connected to each other. How different is that within some organizations, where employees still struggle with outdated (Windows XP) computers, a slow internet connection, outdated browsers, limited access to applications and to the web (Citrix) and messy network drives. How can you, as an organization, respond to these developments?
Your employees are already a few steps ahead
Many organizations are currently investigating how they can integrate these developments into their business processes and ICT architecture. Because what about privacy? In the meantime, their employees have already taken a few steps further. Thanks to low-threshold technology, they have mobilized in LinkedIn groups, managers communicate with each other in a WhatsApp group and documents are shared via Dropbox.
How can you as an organization respond to these developments? In this article I share approaches to find out what the value of social can be within your organization and how internal social media can contribute to realizing organizational goals and ensure better service. I gained the insights mentioned during the two-day conference SocialNow , about which this good summary of all keynote speakers was previously written.
It only makes sense if the customer notices something
It is clear that before you start working with internal social media, you first need to look at how this should contribute to your organizational objectives. Drawing up a business case is therefore the beginning of every process. But how do you draw up such a business case? And how can you measure afterwards to what extent you have met your objectives?
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According to Louise McGregor , ex-ING and now writing an 'ESN Playbook', you can measure at different levels:
Number of users;
Number of teams;
Activity;
Contents;
Added value for the organization.
Of course, you can easily measure how many users, teams and activities there are on your platform afterwards, but this data is quantitative. It therefore makes little sense to formulate objectives in advance in the form of 'we want to have 80 percent completed profiles on our social intranet within a month after going live'.
The content and the added value for the organization: that is what it is all about. How can social contribute to the business? In terms of content, for example, you can look at how quickly certain questions are answered. And in terms of business, it is about formulating objectives that the customer notices. For example, because you can shorten a process from eight days to two days thanks to social. Look for such processes and objectives in which internal social media can play a role.
How can you measure this afterwards? In any case, don't go so far that you are measuring bangladesh mobile phone number list more than you are doing for the end customer. Come up with smart ways to measure successes. For example, you can come up with a #hashtag that people can use when the platform has contributed to the end customer. For example #intranetwerkt. Looking for good examples? Then you only have to search for the #hashtag and you have a whole series!
We have started internally with customer satisfaction measurements. We measure this during semi-annual personal evaluations with our customers. We always publish the results of this on our intranet under the hashtag #watdeklantvindt. In addition, a widget is available that provides a total picture of customer satisfaction. We have linked standards to this, whereby deviations are always displayed in a certain color code.
What is the ROI of social business in sales and projects?
How great would it be if social could contribute to a better success rate of quotes, or through better margins during projects? For example, by better sharing of knowledge and reusing previously created documents? The Swiss Peter Reiser believes that you really have to integrate social into your business. And that you also have to get budget from here to be able to start.
Social CRM for your business
Peter has gained experience with how social – in the form of a social CRM – can contribute to your business. By implementing a social CRM at Oracle, the chance of success of quotations was increased by 14 percent. And through internal social media, the margins in the 'delivery' process were increased by 20 percent.
