Social Maturity

First | | |

| Find | |

| Inquire |

| Respect |

| Solve |

| Thank |

Need to involve all parts of company in social |

| IT,HR,etc. |

A business that leverages social technologies to enable better ocnnections and relationships between empowered customers and employees ultimatly leading to better products, more efficient workflow, more loyal customers, lower costs, greater revenue |

| Key part of transformation is parallel eveolution of customer and employee social apps |

| include tools, like ratings reviews, facebook, twitter (external) |

| include tools, like collarboration and innovations platforms (internal) |

| include tools, like blogs, wikis, social networks (both) |

Social tech requires companies to move away from traditional mass marketing and mangement techniques and concepts of control and toward empowering and connecting individuals |

4 fundamental obstacles |

| cultural issues |

| | customers are rude/unrully |

| | trusting employees is difficult |

| | social apps, internal and external are going to highlight companies flaws |

| | can't control social apps rigidly like companies are used to |

| Perspective |

| | social apps do not replace or invalidate traditional marketing |

| | do no replace internal email, meetings, mgmt reviews |

| Organizational |

| | two poles - centralize the app under an expert group, or farm it out into the departments like PR, customer care, HR |

| | Centralized model- make progess quick, but sets the social experts in opposition to other parts of company |

| | Distributed model requires patience and training, and moves more slowly |

| Real risks |

| | regulatory challenges |

| | Rules HR must enfoce |

| | IT can't control all social markets |

6 dimensions of progress |

| Expeience - how many applications has the compan rolled out, and how are the lesses from that experience shared? |

| Resources and Organization - How...