Saturday, 20 November 2010
Wednesday, 10 November 2010
Hi, it's Simon Young here. Thanks to those of you who came to the last Social Media Club Auckland for 2010. Great to see some familiar faces and some brand new people.
As promised, here are the notes and links from my presentation, "How to measure social media"
- Number of followers. See Cate's post for a few great explanations why.
- Number of updates. (And yet people get so uptight about this when Twitter gets it wrong!)
- If you're in a business or organisation, return on investment. Money in, money out. (Best explanation I've seen is Olivier Blanchard's slideshow)
- Technology purchases used to be about buying a piece of software, and then everything was (supposed to be) easy.
- Social media is the opposite - the technology is free, it's the other 3 T's you need to think about:
Let's back up...
Measuring the direct line between "money in" (ie talent, training and time) and "money out" (the specific business objectives/KPIs you had in mind) is hard! Thankfully there are some measures that can help indicate where the value is happening. I've chosen 5:
- Risk management
- Demonstrating brand values
- Traditional Customer Service Metrics
- Social Currency
Hard to come up with a dollar figure, but just asking the question "What's the cost of doing nothing?" is a great start to get us out of our ruts.
Demonstrating Brand Values
According to the Gallup Staff Engagement Survey 2009, disengaged employees cost US businesses US$416 billion in lost productivity.
How do you combat that? A whole bunch of ways, but one of the biggest ways is for the company to demonstrate (not just say) what it's about.
For example, AMP's Do Your Thing campaign - as seen in my column in the latest NZ Marketing Magazine, page 71 - and it's not online (yet) so you'll have to go buy a copy :)
Traditional Customer Service Metrics
The trouble with social media sometimes is that it's too different for companies. But how can it fit into existing structures, like a call centre? That's the approach Auckland-based Datasquirt has taken with its product CONTACT Social (disclosure: I have a referral agreement with Datasquirt, because I believe their product fills a need in the market).
They have the typical measures you'd find in a call centre: handle time, wait time, and who are the best performers. Those are the kind of measures you can tie to profitability and cost savings.
It sounds like a warm fuzzy thing, but UK-based Harding and Yorke have shown a direct relationship between empathy and profitability. More info here.
Empathy is even more important on social media, because there's no body language or tone of voice. And those of us who use social media personally know that empathy is a huge part of our social connections online.
Erich Joachimsthaler wrote the book on how to value a brand, now he sees a lot of potential in the concept of social capital.
In a nutshell, social capital is how much a brand can be part of a consumer's everyday life. Instead of standing up on stage talking at you, a brand with high social capital is part of your everyday.
These 5 factors are only a few ways social media can add real value to an organisation or business. I welcome your thoughts and feedback on how else value can be realised through social media engagement.
Tuesday, 9 November 2010
Sunday, 31 October 2010
I'm going to unplug posterous from here. No use duplicating exactly the same content, and in fact Google could penalise me for it. I'm still working out the different roles each blog should play, the fun problems of someone who likes to try things.
Saturday, 30 October 2010
Friday, 22 October 2010
* I can see people I know on the street (you know, to either greet or avoid ;) weird thing is, I forget that these aren't sunglasses and that people can see my eyes. When I go walking I tend to really make eye contact with people I pass by, which doesn't really matter with sunnies. But with glasses - it's a bit awkward at first, but y'know what, I think it's pretty cool! What's your glasses story? Sent from my iPhone
Saturday, 16 October 2010
Tuesday, 12 October 2010
Friday, 8 October 2010
Wednesday, 6 October 2010
Monday, 4 October 2010
Wednesday, 29 September 2010
Friday, 17 September 2010
Thursday, 2 September 2010
Wednesday, 1 September 2010
Tuesday, 31 August 2010
Business - and life - no longer has a script. Leaders must be able to adapt to life as it happens, not as they had planned.
- Knowledge. Know as much as you can about the area you'll be facing, and keep an open mind to new sources of information.
- Curiosity. You'll never know all that you need to know, so keep an open, childlike, curious mind.
- Bouncy. Don't get bogged down by failure, real or apparent. Bounce. Keep moving. The language of improv theatre talks about accepting offers that others give you. Accept offers from life and keep things moving.
- My interview with Wade Jackson, who knows a whole lot more about improv than I
- The book Linchpin talks extensively about operating without a map; about building your own map
- I haven't read it (yet), but have heard multiple people I trust recommend www.improvwisdom.com/Home.html">Improv Wisdom
Monday, 30 August 2010
When we talk about management models, we often get stuck.
- Critical problems, where a commander is needed.
- Tame problems, where a manager is needed
- Wicked problems, where leadership is needed
Wednesday, 25 August 2010
Monday, 23 August 2010
Friday, 20 August 2010
Tuesday, 17 August 2010
Tuesday, 10 August 2010
(This is a draft version of the first chapter of Ragtag Leadership. It's a work in progress and I would LOVE your feedback, negative or positive)
"The first duty of every Starfleet officer is to the truth, whether it's scientific truth or historical truth or personal truth! It is the guiding principle on which Starfleet is based. And if you can't find it within yourself to stand up and tell the truth about what happened, you don't deserve to wear that uniform!"
And yet, Star Trek is not all about sticking to company procedures. Star Trek has always been about deep space exploration, where the buck really does stop at the captain's chair, even though there are officers higher than him or her back at starbase. The best person to make a decision is the person closest to the action.
When she discovers what the other captain has done, she has little sympathy:
Captain Ransom: "It's easy to cling to your principles when you're standing on a vessel with its bulkheads intact, manned by a crew that's not starving."
Captain Janeway: "It's never easy, but if we turn our backs on our principles, we stop being human."
Variations on a themeOver five different incarnations we've seen plenty of variations on the Starfleet management model.
Okay, that's two variations on a theme. But still, these series provided some great moments of truth when it came down to the true nature of leadership. It goes far beyond position and title (particularly when you're far from the rest of the chain of command) and relies a lot on your personal negotiation ability.
What's awesome about the Star Trek model
A strong culture also comes with a sense of history. Again according to Meaning, Inc., Goldman Sachs hired anthropologists to "dig into its history and unearth key themes".
What's worrying about the Star Trek model
Wednesday, 4 August 2010
So why not run them together? Watch most science fiction shows on TV, and you'll see that leadership and decision-making are the most important ingredients.
Tuesday, 3 August 2010
It's been a while since I've been worked on the book, but I have been watching Firefly, and the brilliant finale of Doctor Who. Never an idle moment.
- My sound recorder cutting out periodically
- People talking over each other (such enthusiasm!)
- A premature finish (we had a little misunderstanding over timing, so keep listening after the applause)
- Some great comments and feedback on the core idea, including:
- What happens to a ragtag team when they have to answer to a higher authority (e.g. a board? Corporate leadership?)
- What about Han Solo? He went from a sole trader/partnership to being a general in a much larger army. What lessons can we learn from him?
- What makes leadership different from mere courage?
Tuesday, 27 July 2010
Wednesday, 21 July 2010
- Firefly the situation represents ragtag leadership (empowering, improvised), but Captain Mal the character is didactic and arrogant in his leadership style. He gets by on charisma. I'm going to have to rewatch a few Firefly episodes while I think over that one.
- Being ragtag is easy for a startup, but what about a business unit that in turn has to report to other business units. There's gold there. At the end of BarCamp I spoke with Rochelle, who told me about her previous boss who fiercely protected his business unit's independence and sense of identity, despite being part of a larger organisation. Rochelle told me she realised only after this boss had left what an awesome leader he was.
Monday, 19 July 2010
We're at our two day online marketing and new media class/seminar/workshop thing ... and we're thinking...
- is email relevant?
- it's annoying
- time consuming
- often poorly written with lots of seplling mistakes
- not as good as a phone call
- impersonal - cos you could see someone, but who wants to see people?
- necessary - we wouldn't be without it
- traceable - could get you into trouble - eg. when you address to the person you're writing about.
- full of spam
- fills up your inbox
- personalised fonts and auto signatures with photos of cats and comic sans writing (ugh!)
- people who leave FWD>FWD>FWD> etc! So untidy
- LOTS OF EXCLAMATION MARKS !!!!! IS THAT BAD?????
- (not so evil) Angels etc. made out of emoticons - quite clever
- Email language hz bcum mr lk txt language >:-(
- Demands a quick response
- People who put "high priority" on every email
- People who forward really bad jokes
Saturday, 17 July 2010
Tuesday, 13 July 2010
Saturday, 10 July 2010
Wednesday, 7 July 2010
In our first session on blogging, we got some great questions from our attendees, almost all related to how blogs are perceived:
- How does a blog get popular?
- What is a blog? (As opposed to Facebook/Twitter)
- Why would people read blogs?
- What do I say? Do blogs have to be contentious or sensational?
- Are blogs purely personal, or can they be professional? (That was an easy one to answer!)
Monday, 5 July 2010
Wednesday, 30 June 2010
Tuesday, 29 June 2010
Wednesday, 16 June 2010
Thursday, 10 June 2010
Tuesday, 8 June 2010