Tapping into Employees Wisdom by Scott Wilder
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The document discusses integrating employee engagement into digital strategies, emphasizing that engaged employees are more productive and can enhance customer experiences. It outlines principles for encouraging employee participation, managing their output, and maintaining company values in communication. Additionally, it highlights the importance of creating a learning culture and understanding employee ecosystems for improved organizational performance.
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Tapping into Employees Wisdom by Scott Wilder
- 1. (Employee Engagement) = Social MediaScott K. WilderSVP – Social Media ArchitectEdelman DigitalMarch 2010
- 2. Digital3/1/2010 - Beyond2/2003 – 12/20092© 2010 Edelman Digital and Wilder Partners, LLC
- 3. © 2010 Edelman Digital and Wilder Partners, LLC
- 4. Today’s SessionHow to make Employee EngagementPart of your Digital Strategy4© 2010 Edelman Digital and Wilder Partners, LLC
- 5. © 2010 Edelman Digital and Wilder Partners, LLC
- 6. © 2010 Edelman Digital and Wilder Partners, LLC
- 7. Ideal world – we design our company’s org structure© 2010 Edelman Digital and Wilder Partners, LLC
- 8. Instead we have…© 2010 Edelman Digital and Wilder Partners, LLC
- 9. But ..Social Media touches all departments© 2010 Edelman Digital and Wilder Partners, LLCITMarketingHR9
- 10. Some guiding principlesEmployees are a strategic asset We trust our employees to do what is rightResearch shows engaged employees are more productive. Research show more engaged employees leads to more customer-focused solutionsEmployee & customer experiences must be managed together -- not separatelyEmployee-customer encounter must be measured and managedEmployee & customer engagement interact to drive enhanced financial performance. Source: Human Sigma – Book about Employee Engagement impacting financial results
- 11. Understand the EcosystemsYour employee’sYour company’sEmployeesBloggersSuppliersStudentsDevelopersEveryone has networks, everyone can be an expert, everyone can be a thought leader11© 2010 Edelman Digital and Wilder Partners, LLC
- 12. Start with VOE – Voice of the EmployeeDo your employees want to participate?Where do they want to participate?Do they feel they have the skills, knowledge or experience to participateDo they want to be part of a learning culture© 2010 Edelman Digital and Wilder Partners, LLC
- 13. Define the ‘What!’ – Desired outcome© 2010 Edelman Digital and Wilder Partners, LLC13
- 14. Let go – give up control© 2010 Edelman Digital and Wilder Partners, LLC
- 15. Don’t micromanage them© 2010 Edelman Digital and Wilder Partners, LLC15“I will be happy to give you innovative thinking. What are the guidelines?”
- 16. Let them pick their vice© 2010 Edelman Digital and Wilder Partners, LLC16
- 17. Provide guidelines and guardrails© 2010 Edelman Digital and Wilder Partners, LLCGuidelinesGuardrails
- 18. Integrity Without Compromise …Use Good Judgment1A Blog or Post is Your Opinion …Make it Clear2Protect Your Identity and the Privacy of Others…Think Smart and Safe3Company Confidential Information…Do Not Disclose4Media, Industry Analyst & Financial Analyst Inquiries …Contact Corporate Communications5Questions and Additional Resources6Develop training with legal, privacy, finance, depts...© 2010 Edelman Digital and Wilder Partners, LLC
- 19. Make Training Opt-In© 2010 Edelman Digital and Wilder Partners, LLC
- 20. Get agreement onPrinciples for Engagement Be RealReveal your true, authentic personalityUse your natural voice – no “corporate speak”Identify yourself as an employee of IntuitBe RespectfulDon’t disparage othersEmbrace diverse perspectivesDon’t shoutBe HonestProvide accurate & fact-based responsesAdmit when you don’t know somethingMake it clear that your opinions are your opinionsDisclose any incentives influencing your conversationsBe NaturalSpeak conversationally (it is not a press review)Listen more than you talkRespond thoughtfullyBe DiscreetSpeak as if your words will make the front page newsDon’t pre-announce Intuit features, offerings, or activities before it is public knowledgeDon’t disclose Intuit confidential or personal informationAsk for help when in doubtBe SpiritedRepresent our company’s values wellRemind employees that they represent your companySource: Intuit20
- 21. Include some role playing © 2010 Edelman Digital and Wilder Partners, LLC21
- 22. Organize accordingly© 2010 Edelman Digital and Wilder Partners, LLC22
- 23. Think Triage!© 2010 Edelman Digital and Wilder Partners, LLC23Understand how different issues get prioritizedUnderstand how different channels get prioritizedUnderstand what type of customers, users you will work with firstEstablish different types of responseImmediate – requires real – time response
- 24. Delayed – can inform customer that team ‘is working on’
- 25. Expectant – can inform customer that they should expect response by ….
- 26. Minimal – individual can handle
- 27. Monitor – don’t do anything – but monitor the situationConduct ongoing Info Exchange © 2010 Edelman Digital and Wilder Partners, LLC24
- 28. © 2010 Edelman Digital and Wilder Partners, LLC25Reward and recognize
- 29. © 2010 Edelman Digital and Wilder Partners, LLC2626
- 30. © 2010 Edelman Digital and Wilder Partners, LLC27
- 31. Build a learning culture….© 2010 Edelman Digital and Wilder Partners, LLC28© 2010 Edelman Digital and Wilder Partners, LLC
- 32. Some potential results…© 2010 Edelman Digital and Wilder Partners, LLC29
- 33. Thank YouScott K. WilderSkype: [email protected]