April 21, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Oct 2 Posted 2 years ago
Interesting read Deirdre! Guess what - this is exactly what I do at IBM. In addition to what you mentioned, I try to engage members in the community by channelizing the conversations otherwise taking place in mailboxes. While the biggest issue is always the value preposition for all and that brings the 'time' excuse to the top. IMO I feel it is more about the perception of employees where 'change' is always painful. Employees may spend hours on FB but never login to internal communities as they don’t want to change and then complain about lack of time. However those who realize the value of it, take out time every day to spend some thought in the communities.
Another aspect is to create those role models and if you can get some from th top management, nothing like it. Our President and Chief Executive Officer, Ginni Rometty, started her first day at office, with a video blog and guess what, she set the tone.