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Taleo World: Winning With Social Technologies in HR

Taleo World presentation on how human resources (HR) can use social technologies. Presented by Charlene Li, September 16, 2009.

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Taleo World: Winning With Social Technologies in HR

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  1. Winning With Social Technologies Charlene Li Altimeter Group September 16, 2009 For a copy of slides, send an email to info@altimetergroup.com

  2. What engagement often looks like today

  3. Meet Dave Carroll Source: davecarrollmusic.com

  4. Welcome to the Groundswell When people get what they need from each other A power shift, catalyzed by social technologies

  5. Technologies can be confusing Source: Wordle.net

  6. It’s about the relationship

  7. Focus on relationships, not technologies What kind of relationship do you want? Transactional Occasional Impersonal Short-term Passionate Constant Intimate Loyal

  8. HR should take a lead in defining these relationships

  9. Goals define your strategy Dialog Learn Help Innovate

  10. Always start with Learn Dialog Learn Help Innovate

  11. Learn with monitoring tools

  12. Radian6 enables learning organizations

  13. Employees talk on JobVent.com

  14. Dialog with your community Dialog Learn Help Innovate

  15. The traditional way to recruit – pushing to a site

  16. Sodexo goes anywhere candidates go

  17. Twitter updates and job alerts from a company recruiter

  18. Connect with candidates on Facebook

  19. Staying connected with alumni

  20. Video interviews on YouTube

  21. At Southwest, a planner talks Post received 98 comments over 10 days In the future, everyone is a marketer

  22. Help your members support each other Dialog Learn Help Innovate

  23. Comcast provides support via Twitter

  24. BlueShirtNation.com supports Best Buy’s front line employees

  25. “Internal Twitter” from Yammer enhances email and IM

  26. Goals define your strategy Dialog Learn Help Innovate

  27. Starbucks innovates across the organization

  28. Getting started What’s stopping you? “We don’t have the time, money, or people.” “People will abuse it.” “Our execs/boards are short- term focused.” “IT/Legal won’t let us.” “I’m afraid of losing control.”

  29. #1 Start small, start now Audience Goal Revolutionary

  30. Deal with different mindsets Fearful Skeptic Cautious Tester Realist Optimist Transparent Evangelist Find the “moments of truth” and “moments of crisis” for each mindset

  31. #2 Measure the right things Your goals determine your metrics Use the same metrics as your strategic goals

  32. Example “micro” metrics Goal Metric Value Learn # of customer feedback Impact of faster, better insights Dialog # of comments # of referrals Greater loyalty Faster, more closes Help Innovate # of issues addressed # of implemented ideas Increased satisfaction Faster development

  33. Higher order metrics to consider Net Promoter Score How likely are you to recommend this to someone you know? Lifetime Value Lifetime revenue Cost of acquisition Cost of retention Customer referral value (CRV)

  34. #3 Prepare for organizational change Social technologies will disrupt traditional organization structures

  35. Social pressures traditional orgs Task Strategy Changes Market research Learn • Monitor conversations • All employees listen & learn Marketing/Sales Dialog • Any employee can converse • Bridge the consideration gap Customer support Help • Proactively seek out problems • Enable customers to help Product development Innovate • Seek ideas from customers • Broaden employees involved

  36. #4 Give up the need to be in control Photo: Kantor, http://www.flickr.com/photos/kantor

  37. Deciding how open to be Your goals Your The audiences’ needs competition

  38. How to give up control and be in command The Sandbox Covenant

  39. Social media policy template • Encouragement and support • Best practices • Tone • Expertise • Respect • Quality • Why policy is needed • Cases when it will be used, distributed • Oversight, notifications, and legal implications • Additional resources • Training • Press referrals • Escalation • Guidelines • Identity and transparency • Responsibility • Confidentiality • Judgment and common sense Policy examples available at wiki.altimetergroup.com 41

  40. The Red Cross handbook/policies help keep order http://sites.google.com/site/wharman/social-media-strategy-handbook

  41. Summary • Focus on the relationships, not the technologies • Start by learning from the conversations • Prepare to let go … … of the control you never had

  42. Thank You Charlene Li Altimeter Group charlene@altimetergroup.com blog.altimetergroup.com Twitter: @charleneli For slides, send an email to info@altimetergroup.com Copyright © 2009 Altimeter Group

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