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September 25, 2012 Transcript of #CommsChat with Will McInnes

Last night’s #CommsChat featured Will McInnes, the author of Culture Shock: A Handbook for 21st Century Business. We discussed modern business culture and social media’s impact on businesses.

Here are some interesting tweets from last night:

@willmcinnes We all know it’s flawed. 20th century business is sad, flabby, unfair, idiotic. Time to upgrade, mofos.

@engagingbrand @markpinset I agree but as always the answer lies in back to the future…there is nothing new only in how its delivered

@willmcinnes So for me, a big aspect of social business, REAL social business, is employee ownership. More of that in Culture Shock

@louwatson1908 4) social helps growing cos punch above their weight with access to insight and agility. But takes belief to zag when others zig

@digiconvs As biz you’re mostly interested in £££ but your customers interested in fair treatment. Find the balance, you will succeed.

Here’s the full transcript:

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  about 12 hours ago RT @willmcinnes: We all know it’s flawed. 20th century business is sad, flabby, unfair, idiotic. Time to upgrade, mofos. #commschat
• about 12 hours ago RT @willmcinnes: We all know it’s flawed. 20th century business is sad, flabby, unfair, idiotic. Time to upgrade, mofos. #commschat
• about 12 hours ago Thank you everyone for tonight’s chat, have a good evening! #commschat
• about 12 hours ago @digiconvs @amandacomms Yes! And it’s more than just giving them # of impressions now. #custserv is directly tied to business/$$. #commschat
• about 12 hours ago @CommsChat Goodnight! #commschat
• about 12 hours ago RT @digiconvs: @bekiweki @amandacomms#custserv is the new PR http://t.co/52zfhZyS where businesses can see the value of SM. #commschat
• about 12 hours ago glad I stumbled across #commschat tonight it’s been fascinating http://t.co/1fbSyUUf #cltrshck
• about 12 hours ago @bekiweki @amandacomms #custserv is the new PR http://t.co/52zfhZyS where businesses can see the value of SM. #commschat
• about 12 hours ago and with that – goodnight. Until next week.#Commschat
• about 12 hours ago @RosePCCI you too – thanks for excellent nuggety thoughts 🙂 #commschat
• about 12 hours ago Cracking @CommsChat this evening. Nice job@willmcinnes. #commschat
• about 12 hours ago RT @greenwellys: great call to arms. I feel I will have failed my kids if I dont make a difference #commschat@MeaningConf #commschat
• about 12 hours ago Great #commschat tonight. As always, apologies to those who aren’t interested. Why not find a twitter chat applicable to your industry?
• about 12 hours ago Thanks for a super #commschat @CommsChat@willmcinnes @mynewsdesk_uk #andeveryoneelse!
• about 13 hours ago Thank you #commschat and @willmcinnes for a #cultureshock of a chat
• about 13 hours ago you can also catch us at an amazing conference on comms lessons from London2012 http://t.co/T18WgrD2#commschat nov 8. fantastic programme.
• about 13 hours ago @crowdmission good chat! #commschat
• about 13 hours ago Cracking #commschat. Now for #itunesfestival. Perfect timing too.
• about 13 hours ago @Engagingbrand Very true. Old fashioned values supported by new technologies. Perfect. #commschat
• about 13 hours ago Thanks all for letting me slip into #commschat, even though I’m American. 🙂 I’m glad I stumbled upon this!
• about 13 hours ago @mynewsdesk_uk thanks 🙂 #commschat
• about 13 hours ago @steve_murg more power to yo’ elbow#commschat
• about 13 hours ago RT @steve_murg: Loved tonights #commschat.@willmcinnes is pretty awesome, think his book might be on my reading list ASAP!
• about 13 hours ago @guy1067 Hi Guy, good to see you here, how are you sir? #commschat
• about 13 hours ago So that’s it. You don’t need the book, but if you want it here it is – http://t.co/VP945HyU #cltrshck I BELIEVE. Now, bedtime x #commschat
• about 13 hours ago @WeAreSlater_DG @willmcinnes I’m known to have a nugget or two up there, every now and then. 🙂 #commschat
• about 13 hours ago @markpinsent I agree but as always the answer lies in back to the future…there is nothing new only in how its delivered #commschat
• about 13 hours ago I believe that was what is called a bravura performance by @willmcinnes! Big thanks for shocking up#commschat
• about 13 hours ago @digiconvs @amandacomms A great thing: with additional comms strategy comes research and business tie-ins. PR is showing the ROI! #commschat
• about 13 hours ago Well that was marvellous. Thanks@willmcinnes and @commschat. We’ll be back! #commschat
• about 13 hours ago @willmcinnes we all put on a bit of lippy when it suits! #commschat
• about 13 hours ago we’ll be running our own #SMW12 event with@mynewsdesk_uk in shoreditch house on wednesday. hopefully see you u all there #Commschat
• about 13 hours ago @markpinsent Thanks Mark. Will take a look.#commschat
• about 13 hours ago @willmcinnes 🙂 That’s what I tell people about voting/government/politics…but it’s true in business as well. Be the change. #commschat
• about 13 hours ago RT @greenwellys: great call to arms. I feel I will have failed my kids if I don’t make a difference #commschat@willmcinnes @MeaningConf
• about 13 hours ago Loved tonights #commschat. @willmcinnes is pretty awesome, think his book might be on my reading list ASAP!
• about 13 hours ago @commschat agree it was a fabulous hour but fairly sure it’s 9pm 🙂 #commschat
• about 13 hours ago @CommsChat Much more level playing field in modern business. Less about who you know and more about what you have to offer! #commschat
• about 13 hours ago Thanks all enjoyed the hour and it flew by.#CommsChat
• about 13 hours ago RT @willmcinnes: Soc biz: ppl, connected, empowered. Fair, openness, participation, info. No flab, no badness. UTOPIA #commschat
• about 13 hours ago @Louwatson1908 another bloomin’ champion point. could not agree more. such a good reminder, thank you.#commschat
• about 13 hours ago and a big thanks to everyone for taking part tonight. particularly in the middle of social media week.#Commschat
• about 13 hours ago Well we’re starting by changing the world of#PR. Gotta start somewhere! #commschat
• about 13 hours ago Good point >> RT @louwatson1908: Trad biz culture based on hierarchy & length of service. Assumes learning is finite #commschat“
• about 13 hours ago @guy1067 ha! so so true. i am ONE OF THEM.#commschat
• about 13 hours ago RT @bekiweki: @guy1067 @willmcinnes If we’re not involved in the change, we can’t really complain about the results. #commschat
• about 13 hours ago @willmcinnes @crowdmission Once upon a time, all businesses were social businesses, as I blogged recently:http://t.co/q56XAMf1 #commschat
• about 13 hours ago a really big thanks @WillMcInnes for guesting tonight. pick up/download his book – it does sound good. I will.#Commschat
• about 13 hours ago RT @bekiweki: @guy1067 @willmcinnes If were not involved in the change, we cant really complain about the results. — #fuckyeah #commschat
• about 13 hours ago RT @Louwatson1908: Trad biz culture based on hierarchy & length of service. Assumes learning is finite#commschat“
• about 13 hours ago @bekiweki goddam I love that! #commschat
• about 13 hours ago great call to arms. I feel I will have failed my kids if I don’t make a difference #commschat @willmcinnes@MeaningConf
• about 13 hours ago and its 8pm. im sure everyone afgrees – that has been a fabulous hour. #Commschat
• about 13 hours ago Social business: people, connected, empowered. Fairness, openness, participation, information. No flab, no badness. UTOPIA 🙂 #commschat
• about 13 hours ago @willmcinnes don’t resort to cliches now – pigs – lipstick, that’s half the problem with the ‘old’ business model#commschat
• about 13 hours ago Trad biz culture based on hierarchy & length of service. Assumes learning is finite #commschat“
• about 13 hours ago @guy1067 @willmcinnes If we’re not involved in the change, we can’t really complain about the results.#commschat
• about 13 hours ago inspiring #commschat with @willmcinnesbusiness must change
• about 13 hours ago RT @markpinsent: @CommsChat A5: I’m not sure it does interact. It clashes. Hence Culture Shock. It’s *that* different. — BOOM #commschat
• about 13 hours ago RT @markpinsent: @CommsChat A5: I’m not sure it does interact. It clashes. Hence Culture Shock. It’s *that* different. #commschat
• about 13 hours ago Hello business friend, would you like some lipstick on that pig of yours, or would you like something *so* this century? #commschat
• about 13 hours ago RT @willmcinnes: Come on, let’s change the world of business. Like, really. #commschat
• about 13 hours ago @willmcinnes world of business will change with or without us…do we dare? what do we want it to look like?#commschat
• about 13 hours ago @steve_murg @willmcinnes It all depends on what you need and the workers you have. For most, it’s cheaper to buy externally. #commschat
• about 13 hours ago @CommsChat A5: I’m not sure it does interact. It clashes. Hence Culture Shock. It’s *that* different. #commschat
• about 13 hours ago RT @willmcinnes: We all know its flawed. 20th century business is sad, flabby, unfair, idiotic. Time to upgrade, mofos #commschat
• about 13 hours ago MT @willmcinnes: We know it’s flawed. 20th C biz is sad, flabby, unfair, idiotic. Time 4 change #commschat” < can I get a big hell yeah!
• about 13 hours ago @steve_murg @bekiweki @amandacommsTotally agree with you! #commschat
• about 13 hours ago RT @crowdmission: Some very old businesses were originally set up to support local communities. Many have forgotten that. #commschat
• about 13 hours ago If you want to change biz then a) just change it b) give my book to your boss c) come to @MeaningConf or d) just change it :))) #commschat
• about 13 hours ago We’re trying! 🙂 RT @willmcinnes Come on, let’s change the world of business. Like, really. #commschat
• about 13 hours ago #commschat is like seeing old friends again –@willmcinnes @greenwellys @stuartbruce
• about 13 hours ago RT @willmcinnes: We all know it’s flawed. 20th century business is sad, flabby, unfair, idiotic. Time to upgrade, mofos. #commschat
• about 13 hours ago @bekiweki @willmcinnes Yeah, cost can be an issue. In the long run, is it cheaper to develop in-house?#commschat
• about 13 hours ago RT @willmcinnes: We all know it’s flawed. 20th century business is sad, flabby, unfair, idiotic. Time to upgrade, mofos. #commschat
• about 13 hours ago Like the analogy!…True! RT @Engagingbrand@digiconvs Agree and then like it says on shampoo…rinse and repeat #commschat
• about 13 hours ago RT @crowdmission: @CommsChat Some very old businesses were originally set up to support local communities. Many have forgotten. #commschat
• about 13 hours ago RT @willmcinnes Come on, let’s change the world of business. Like, really. >>> YES! #commschat
• about 13 hours ago @steve_murg @digiconvs @amandacommsExactly. Publics are increasingly more savvy–it’s a two-way symmetrical communication now. #commschat
• about 13 hours ago We all know it’s flawed. 20th century business is sad, flabby, unfair, idiotic. Time to upgrade, mofos. #commschat
• about 13 hours ago “@willmcinnes: Come on, let’s change the world of business. Like, really. #commschat” < hell yeah!
• about 13 hours ago extraction industry does a great job at using social to present traditional info #commschat
• about 13 hours ago True, this got to be changed! RT@WeAreSlater_DG @digiconvs @amandacomms @bekiwekibecause it’s in their culture to fear change #Commschat
• about 13 hours ago Come on, let’s change the world of business. Like, really. #commschat
• about 13 hours ago @willmcinnes @steve_murg They went with another service, had to weigh out costs/benefits. #commschat
• about 13 hours ago @CommsChat Some very old businesses were originally set up to support local communities. Many have forgotten that #commschat
• about 13 hours ago @digiconvs Agree and then like it says on shampoo…rinse and repeat #commschat
• about 13 hours ago @bekiweki @digiconvs @amandacomms I think if you’re not transparent + engaging in comms then the comms will fail, that’s the ROI! #commschat
• about 13 hours ago RT @CommsChat: topic5 How does traditional business culture interact with modern, 21st century business culture #commschat
• about 13 hours ago Sorry. Late to #commschat – anyone recap/distill @willmcinnes‘ ‘goodness’ in 140 characters or less?
• about 13 hours ago .@DecisionHacker yes yes YES. Pick up your swords and pitchforks, we’re going to WAR! 🙂 #commschat
• about 13 hours ago WHAT does ROI and ROE mean? I obviously missed a meeting. Influence? Engagement? #commschat
• about 13 hours ago RT @commschat: topic5 How does traditional business culture interact with modern, 21st century business culture #commschat
• about 13 hours ago @willmcinnes employee ownership – scary thought for companies, especially if they’re still worrying abt next wk’s email campaign #commschat
• about 13 hours ago Interesting – RT @willmcinnes: …in book I write about Mondragon – Spanish employee owned biz totally outperforming Esp economy. #commschat
• about 13 hours ago @willmcinnes Exactly. Great for small businesses, but large can get a bit hairy. Plus privacy concerns: Yammer’s an open network. #commschat
• about 13 hours ago @willmcinnes You’ve kept me entertained/intrigued for the last few years! #commschat
• about 13 hours ago @Engagingbrand Absolutely! True #socialvalueis based on that or LCD: Listen, Communicate, Discover!#commschat
• about 13 hours ago @willmcinnes @bekiweki Not yet, that’s my next goal. Try to get the exec board online. Amazing opportunity for them to engage. #commschat
• about 13 hours ago @Engagingbrand I think you can engender one, but the other is either real or not 🙂 #commschat
• about 13 hours ago The ‘John Lewis’ economy concept is an interesting one. The cooperative sector appears to be thriving#commschat
• about 13 hours ago topic5 How does traditional business culture interact with modern, 21st century business culture #commschat
• about 13 hours ago #commschat economic realities changing. for decades it has been land,labour,CAPITAL. Social changing the dynamic, people no longer subverted
• about 13 hours ago and as we move into the last seven minutes – its time to move onto the last topic #commschat
• about 13 hours ago @digiconvs @amandacomms I think a lot goes back to ROI. Some biz are reluctant to see how this affects/boosts their bottom line. #commschat
• about 13 hours ago Not ‘arf. RT @PaulCTayla: Looks a lively discussion on #commschat – thatll be down to @willmcinnes – great chap. #commschat
• about 13 hours ago @digiconvs @amandacomms @bekiwekibecause it’s in their culture to fear change #Commschat
• about 13 hours ago @steve_murg Is the CEO on board? cc@bekiweki #commschat
• about 13 hours ago @willmcinnes Ownership as in emotional as well as financial #commschat
• about 13 hours ago @digiconvs @bekiweki perhaps because change is unsettling and takes confidence #Commschat
• about 13 hours ago @PaulCTayla thanks chief 🙂 #commschat
• about 13 hours ago RT @willmcinnes Big aspect of social biz, REAL social business, is employee ownership. More of that in Culture Shock #commschat
• about 13 hours ago @bekiweki Cool, we have nearly 2000 people all over the UK and we’re trying to get everyone involved. Easier in bigger offices #commschat
• about 13 hours ago @mwadvocate Sure it was! #commschat
• about 13 hours ago @digiconvs They shouldn’t be but aren’t always ready 4 dealing with it.. in truth probs are opportunities if dealt with right? #commschat
• about 13 hours ago .@guy1067 Actually you should speak to@communicatemag about doing one on social governance. Would be a good #commschat
• about 13 hours ago Looks a lively discussion on #commschat – that’ll be down to @willmcinnes – great chap.
• about 13 hours ago @amandacomms @bekiweki Why so many biz are reluctant to make necessary changes in their culture?#commschat
• about 13 hours ago and on paper http://t.co/RlkQx5RM#commschat
• about 13 hours ago @Maxim_PR mmm let’s give them benefit of the doubt! Research?? #commschat
• about 13 hours ago @willmcinnes Have seen several presentations by Mondragon. A remarkable organisation. #commschat
• about 13 hours ago So for me, a big aspect of social business, REAL social business, is employee ownership. More of that in Culture Shock. #commschat
• about 13 hours ago @steve_murg It’s a Fortune 500 organization, pretty large. I interned at the corporate headquarters. #commschat
• about 13 hours ago RT @digiconvs: Brands can turn #custservissues & queries into sales opportunity, simply by listening to customers. #commschat
• about 13 hours ago heres the link to Will’s book on Kindlehttp://t.co/RlkQx5RM #CommsChat
• about 13 hours ago So in a harsh econ environment, this huge employee owned congolomerate is THRIVING. The people own the biz. #winning #commschat
• about 13 hours ago Talking of hard realities, in book I write about Mondragon – Spanish employee owned biz totally outperforming Esp economy. #commschat
• about 13 hours ago @CommsChat IT + #socialmedia high on agenda for modern businesses. But need to continue valuing workorce + keep engaged/motivated #commschat
• about 13 hours ago Brands can turn #custserv issues & queries into sales opportunity, simply by listening to customers. #commschat
• about 13 hours ago @bekiweki absolutely but takes culture change in many areas to support this #commschat
• about 13 hours ago RT @guy1067: stumbled across #commschat a moment ago, what have I been missing all this time! #commschat
• about 13 hours ago @amandacomms I think transparency and engagement are integral to comms strategies, especially with the rise of social. #commschat
• about 13 hours ago “Getting clients to buy into connection not perfection, the right thing not always the easy thing “@Engagingbrand: #commschat
• about 13 hours ago RT @Louwatson1908: 4) social helps growing cos punch above their weight with access to insight and agility. But takes belief… #commschat
• about 13 hours ago @Engagingbrand Why biz what to sell people, known as #consumers, 24/7 with marketing tricks; but not prepared to be transparent? #commschat
• about 13 hours ago MT @amandacomms Interesting my comms strategy has transparency & engagement at heart following discussion with bosses and Chief #Commschat
• about 13 hours ago We’re an international company of about 120, we mainly use Facebook groups, Skype, Bambuser & Google+ hangouts for internal comms #commschat
• about 13 hours ago @bekiweki the freemium model? interesting point. #commschat
• about 13 hours ago stumbled across #commschat a moment ago, what have I been missing all this time! must remember to tune in from now on
• about 13 hours ago @Maxim_PR it was mostly about their product tbh! And really simple voucher code so we could attribute to SM. Simples 🙂 #commschat
• about 13 hours ago @amandacomms that’s brilliant – well done 🙂#commschat
• about 13 hours ago @engagingbrand Agreed need both, but we both know that some marketing/social media folk over hype ability to measure social ROI #commschat
• about 13 hours ago @willmcinnes @crowdmission wow – very impressive. That must be one happy client! #commschat
• about 13 hours ago @willmcinnes @Maxim_PR Social media is great for selling but it shouldn’t be your only objective.#commschat
• about 13 hours ago @willmcinnes However, some the business model of Yammer wasn’t really impressive. Felt like a bait and switch at times. #commschat
• about 13 hours ago Think harsh reality of 24/7 transparency means knowing how 2 turn problem into sales opp, its not abt perfection but being human #commschat
• about 13 hours ago RT @crowdmission: Commercial objectives and social objectives can co-exist. #commschat <- *must* co-exist! Got to be aligned #commschat
• about 13 hours ago 4) social helps growing cos punch above their weight with access to insight and agility. But takes belief to zag when others zig #Commschat
• about 13 hours ago Interesting that my comms strategy has transparency and engagement at the heart following discussion with bosses and Chief #Commschat
• about 13 hours ago @bekiweki How large? #commschat
• about 13 hours ago @alisonpope thank you 🙂 #commschat
• about 13 hours ago @willmcinnes @nixonmcinnes Transparency in#socialbiz is crucial but, not as a method to “win” over another party. #commschat
• about 13 hours ago @Maxim_PR @crowdmission …so you can totally sell in SM, if (and big if) you have the right proposition and willing community #commschat
• about 13 hours ago @willmcinnes Loved the “walled garden” of Yammer. Different departments could have private groups away from the network. #commschat
• about 13 hours ago @willmcinnes If it’s anything like the ‘Show Me Your Money’ TV show, it must be an interesting experience!#commschat
• about 13 hours ago #commschat @willmcinnes absolutely right. inclusive decisions take more time but the alternative is a long selling job to get buy-in
• about 13 hours ago Will’s book. http://t.co/xneJnMEh Presumably available on Kindle? We’ll post a link to that a little later#Commschat
• about 13 hours ago @willmcinnes and collective decisions are often the most creative and effective #Commschat
• about 13 hours ago @Maxim_PR @crowdmission we have a retail client who paid off their whole retainer with us in one day of sales from an offer #commschat
• about 13 hours ago “@willmcinnes: Here’s the chapters in the book, for those curious #commschat http://t.co/kXZAhmP1” > gone straight on the to read list
• about 13 hours ago @bekiweki Interested to hear more about your experiences #commschat
• about 13 hours ago @willmcinnes Where does that decision take place though. Phone and emails prolong the process…social tools can speed it up #commschat
• about 13 hours ago And while that’s a good draw for new team members, it can be really hard at salary review time. So openness is not always fun! #commschat
• about 13 hours ago @stuartbruce i have to admit I also think both are needed, both are great…not about one or other but right combination? #commschat
• about 13 hours ago Commercial objectives and social objectives can co-exist. #commschat
• about 13 hours ago @crowdmission Agree – but that’s the question I’m asked most frequently by novices “Have you increased sales?”@willmcinnes #commschat
• about 13 hours ago @Jayroc1222 @willmcinnes How is @yammerworking for you? I used it in a large organization–some great pros, but also downfalls. #commschat
• about 13 hours ago Another tough reality we regularly experience@nixonmcinnes is how hard transparency is. In our team, everyone knows what earns. #commschat
• about 13 hours ago @stuartbruce Why can’t u ask or track conversation online?..could argue asking face 2 face doesn’t allow for total truth? lol #commschat
• about 13 hours ago In book I have quote from Gore CEO saying ‘takes longer to make collective decision, but execution is much faster/smoother’ #commschat
• about 13 hours ago As biz you’re mostly interested in £££ but your customers interested in fair treatment. Find the balance, you will succeed. #Commschat
• about 13 hours ago So one hard commercial reality, in answer to Q4, is sometimes participation can lead to slowness. #commschat
• about 13 hours ago @Maxim_PR @willmcinnes Companies that think social media is about sales will get very little benefit#commschat
• about 13 hours ago Talk about Yammer, Chatter and rise of flow tools in book too with some nice CEO quotes. Here’s the cover#commschat http://t.co/qI0pPeHz
• about 13 hours ago Nice! RT @Jayroc1222: @willmcinnes Touche! Started to experiment with @yammer in my org, #emailreductionis one of our big goals. #commschat
• about 13 hours ago RT @willmcinnes: Today everyone wants#socbiz ROI & in 5 yrs those waiting will have proof & those moving will have won the game #commschat
• about 13 hours ago @engagingbrand Not necessarily as social media provides numbers, but they don’t tell full story. At least on golf day you can ask #commschat
• about 13 hours ago RT @CommsChat: with twenty minutes left and two topics left to go, lets move onto topic 2 __> topic 4 i meant#Commschat
• about 13 hours ago topic 4 What are the hard commercial realities that progressive, radical businesses have to face, and how do we deal with them? #Commschat
• about 13 hours ago @Jayroc1222 @willmcinnes We’re also trying out @yammer, everyone loves less email! #commschat
• about 13 hours ago with twenty minutes left and two topics left to go, lets move onto topic 2 #Commschat
• about 13 hours ago RT @willmcinnes: 5 years ago, everyone wanted SM ROI. Now, rigorous studies show ROI around advocacy, recommendations, R&D etc #commschat
• about 13 hours ago @Jayroc1222 good stuff! We found (in our small team of 20!) that had big reduction. #commschat
• about 13 hours ago Ha! RT @Communicatemag: nice to see that#commschat is trending ahead of Jamie Oliver and Theo Walcott this evening #commschat
• about 13 hours ago RT @Jayroc1222: @willmcinnes Touche! Started to experiment with @yammer in my organisation,#emailreduction is 1 of our big goals #Commschat
• about 13 hours ago Today, everyone wants #socbiz ROI, and in 5 years, those waiting will have the proof, and those moving will have won the game 🙂 #commschat
• about 13 hours ago . @willmcinnes makes a gd point re knowledge sharing. We use Twitter EVERY day to discover useful info. It’s not all about sales. #commschat
• about 13 hours ago @maxim_pr Agreed tho sm is easier than measuring the effect of the golf day or networking? Least there is tracking? #commschat
• about 13 hours ago 5 years ago, everyone wanted SM ROI. Now, rigorous studies show ROI around advocacy, recommendations, R&D etc etc. #commschat
• about 13 hours ago nice to see that #commschat is trending ahead of Jamie Oliver and Theo Walcott this evening
• about 13 hours ago @willmcinnes Touche! Started to experiment with @yammer in my organisation, #emailreduction is one of our big goals. #commschat
• about 13 hours ago RT @willmcinnes: ROI is something to aim for, but not something to wait for – you gotta move now (and now, and now) #commschat
• about 13 hours ago #commschat ROE as well as ROI is important#Commschat
• about 13 hours ago Social measurement is about having a goal, choosing the tactic to deliver it..the prob comes when u choose tactic first? #commschat
• about 13 hours ago @WeAreSlater_DG Define your objectives & make sure you say the same thing at all times across all your channels & stick to it. #Commschat
• about 13 hours ago RT @digiconvs: Brands can self-assess their social media operations against 3 Cs: clarity, consistency & commitment. #Commschat
• about 13 hours ago @DecisionHacker great question Dale!#commschat
• about 13 hours ago Agree with @stuartbruce and @willmcinnes. Return can only be measured against unique organisational objectives. Set some and go! #commschat
• about 13 hours ago RT @DecisionHacker: #CommsChat Do we think that waitrose are concerned about Social ROI right now?#commschat
• about 13 hours ago RT @digiconvs: Brands can self-assess their social media operations against 3 Cs: clarity, consistency & commitment. #Commschat
• about 13 hours ago But you know what’s a good one, especially with social tools: email reduction! Everyone in biz is fed up with email.#commschat
• about 13 hours ago @steve_murg But as a former FD I am more convinced sm is easier to measure than trad Trad only seems easier#commschat
• about 13 hours ago @steve_murg @engagingbrand be easier if we sold products rather than services. Can be hard to justify when measuring awareness. #commschat
• about 13 hours ago @digiconvs how do you distinguish between consistency and commitment? #Commschat
• about 13 hours ago From a social business POV, we look for results around emp engagement, speed of problem solving, knowledge sharing. #commschat
• about 13 hours ago RT @willmcinnes: For me ROI is something to aim for, but not something to wait for – you gotta move now (and now, and now). #commschat
• about 13 hours ago MT @willmcinnes For me, depends on goal – knowledge retention, people engagement, org learning, speed of execution, reputation? #commschat
• about 13 hours ago @Engagingbrand agree! #commschat
• about 13 hours ago RT @DecisionHacker: #CommsChat Do we think that waitrose are concerned about Social ROI right now?#commschat
• about 13 hours ago RT @digiconvs: Brands can self-assess their social media operations against 3 Cs: clarity, consistency & commitment. #Commschat
• about 13 hours ago Here’s the chapters in the book, for those curious #commschat http://t.co/FI9UniBI
• about 13 hours ago @maxim_pr I don’t see SM hard to measure, only hard to measure if you don’t know specific goals and why u using tools? #commschat
• about 13 hours ago @willmcinnes exactly, if you sell = increase in sales figures, if public sector then increase in message reach/confidence etc #Commschat
• about 13 hours ago Brands can self-assess their social media operations against 3 Cs: clarity, consistency & commitment.#Commschat
• about 13 hours ago @Maxim_PR It’s only hard to measure from the point of Finance/Board. From a comms/marketing POV it’s clear!#commschat
• about 13 hours ago #CommsChat Do we think that waitrose are concerned about Social ROI right now?
• about 13 hours ago How you ‘value it’ depends on organisational objectives. ROI is too crude. Can evaluate reputation, behaviour, knowledge etc #commschat
• about 13 hours ago For me ROI is something to aim for, but not something to wait for – you gotta move now (and now, and now).#commschat
• about 13 hours ago RT @markpinsent: A3: As @sheldrake would say, social media is flour to the social business cake. Essential ingredient. #Commschat
• about 13 hours ago @Sasha_Taylor yup, and the disruptors eat their lunch 🙂 AMZ vs Waterstones, Netflix vs Blockbusters.#commschat
• about 13 hours ago Nope! So hard to measure >> RT @steve_murg:@CommsChat Has there ever been a SM chat that doesn’t involve a question on ROI 😉 #commschat
• about 13 hours ago @CommsChat ROE as well as ROI#Commschat
• about 13 hours ago I think the ROI is there, it’s abundant, but you have to decide what you care about – what’s the desired return?#commschat
• about 13 hours ago A3: As @sheldrake would say, social media is flour to the social business cake. Essential ingredient. #commschat
• about 13 hours ago @CommsChat In #socialbiz measurement is key, creativity vital & engagement the drive for success.#Commschat
• about 13 hours ago @willmcinnes too often do organisations, that do not get SM, wait until landslide of -ves 🙁 #fail #Commschat
• about 13 hours ago and on the subject of value, we’re halfway thru the hour, so time to say a big thanks to our sponsor –@mynewsdesk_uk #Commschat
• about 13 hours ago @CommsChat Has there ever been a SM chat that doesn’t involve a question on ROI 😉 #commschat
• about 13 hours ago For me, really depends on the goal. Is it knowledge retention, people engagement, org learning, speed of execution, reputation? #commschat
• about 13 hours ago @jayroc1222 Making that jump – and even the initial investment – can be such a hard thing to do unfortunately.@willmcinnes #commschat
• about 13 hours ago MT @willmcinnes RT @stuartbruce Example at#smwcipr polticians making speeches are fact checked in real time#commschat > from @puffles2010
• about 13 hours ago @crowdmission More on a regional scale, with concern for local environment and community. Much emphasis on CSR #commschat
• about 13 hours ago @willmcinnes exactly, responsive and up to date information. Head issues off by offering information to community #Commschat
• about 13 hours ago RT @willmcinnes: Landmark event that supported culture change. Suddenly sceptics could see impact on cooling annoyed customers. #commschat
• about 13 hours ago RT @willmcinnes: A great example in the book is Patagonia encouraging resale of used goods on eBay to lessen environmental impact #commschat
• about 13 hours ago RT @willmcinnes: One clients is train company. One day, during disruption, tweeted photo of mudslide. Sudden shift in attitudes. #commschat
• about 13 hours ago Ahhh, the ‘how do you value it’ question 🙂 Ideas? #commschat
• about 13 hours ago RT @commschat: lets move onto topic 3 How do we measure the value of social media in terms of social business?#Commschat
• about 13 hours ago See ‘Common Threads Initiative’. #commschat
• about 13 hours ago RT @willmcinnes One of our clients is train company. During disruption, it tweeted photo of mudslide. Sudden shift in attitudes #commschat
• about 13 hours ago lets move onto topic 3 How do we measure the value of social media in terms of social business? #Commschat
• about 13 hours ago @digiconvs so true #commschat
• about 13 hours ago A great example in the book is how Patagonia is encouraging resale of used goods on eBay to lessen environmental impact. #commschat
• about 13 hours ago RT @stuartbruce: Example at #smwciprpolticians/CEOs making speeches are fact checked in real time — harsh realities! #commschat
• about 13 hours ago @stuartbruce And those speeches get turned into musical hits! 🙂 #commschat
• about 13 hours ago That was a landmark event that supported culture change. Suddenly sceptics could see impact on cooling annoyed customers. #commschat
• about 13 hours ago One of our clients is train company. One day, during disruption, they tweeted photo of mudslide. Sudden shift in attitudes. #commschat
• about 13 hours ago @Sasha_Taylor Absolutely! We’re human & love to be listened to & treated fairly. It is all about being self & practice respect. #commschat
• about 13 hours ago A fascinating conversation taking place now at#commschat – @willmcinnes covering ethical business, social technology, democracy. #cltrshck
• about 13 hours ago @willmcinnes Must tell my boss that tomorrow 🙂 To be fair, one of them has an iPad and loves it. #commschat
• about 13 hours ago @RosePCCI so true, and real double-edged sword – we all need downtime! #commschat
• about 13 hours ago Example at #smwcipr polticians/CEOs making speeches are fact checked in real time, challenged before they even come off stage #commschat
• about 13 hours ago @willmcinnes for police there are events and cases that cause rethink and have chance to support change#commschat
• about 13 hours ago @Maxim_PR I think we’re seeing iPad as a real trojan horse to converting older ppl, especially in management. They feel hip 🙂 #commschat
• about 13 hours ago @steve_murg Agreed! Seeing/saying the mission every day like a mantra has tremendous value. No dusty mission statements! #commschat
• about 13 hours ago RT @CommsChat: RT @crowdmission:@CommsChat A2: Companies need to be more open, more honest, more transparent, more responsive #Commschat
• about 13 hours ago @RosePCCI I was more thinking about their impact on society, environment etc. How they can solve the world’s problems #commschat
• about 13 hours ago @CommsChat Clients now expect v timely if not immediate response. With the internet and #socialmedia, the office is never closed! #commschat
• about 13 hours ago For me, a massive one is pace of change or Change Velocity. I talk about this in book – http://t.co/xE2dSYq6#commschat
• about 13 hours ago A2 – brands can benefit from people connecting online if they leave room for customers to help shape the community and the brand #commschat
• about 13 hours ago @amandacomms @heidimiller It’s a good point, capitalise on situations when sm can solve a problem better than any other medium. #commschat
• about 13 hours ago @CommsChat If done properly, a better connected workforce and a closer relationship with their customers#commschat
• about 13 hours ago @CommsChat you become more open and you need to become transparent and open to find the positive out of all comms #Commschat
• about 13 hours ago @jayroc1222 @willmcinnes only if you can get the older generation to use iPads in the first place though…#commschat
• about 13 hours ago RT @Maxim_PR: Ideas, opinions, facts (correct or not) can be shared instantly and widely. Can be great or very damaging. #commschat
• about 13 hours ago @CommsChat If businesses are honest & transparent, what consequences they should be worried about, if at all? #commschat
• about 13 hours ago RT @CommsChat: RT @crowdmission:@CommsChat A2: Companies need to be more open, more honest, more transparent, more responsive #Commschat
• about 13 hours ago RT @markpinsent: @CommsChat Nowhere to hide! Window on everything a business does. #commschat
• about 13 hours ago @commschat It’s the ‘million’ eyeballs scrutinise what you do, not just the elite of journalists, politicians, academics etc #commschat
• about 13 hours ago @heidimiller and lived by every person in the business. Emps should be held accountable for not embracing orgs values and ethos #Commschat
• about 13 hours ago Chapter 5 in Culture Shock is about Organisational Openness looking at things like Kickstarter and Open Data – big issues for biz #commschat
• about 13 hours ago +1 Agree RT @commschat @crowdmission@CommsChat A2: Companies need to be more open, honest, transparent, responsive #Commschat
• about 13 hours ago @Maxim_PR @willmcinnes Good point, iPads have helped an older generation become more open to digital / social experimentation #commschat
• about 13 hours ago @crowdmission Many are now looking to international trade + export and are keen to exploit #socialmediato support this #commschat
• about 13 hours ago RT @willmcinnes: Zappos is basically a website, warehouses full of shoes (mainly) & customer service. Culture is all#commschat
• about 13 hours ago RT @digiconvs: @willmcinnes @MeaningConfTalk the talk culture got to be replaced by walk the walk to ensure#socialvalue! #Commschat
• about 13 hours ago RT @crowdmission: @CommsChat A2: Companies need to be more open, more honest, more transparent, more responsive #Commschat
• about 13 hours ago In answer to Q2, I think we’re already seeing greater demands for transparency, but also participation too – to get involved. #commschat
• about 13 hours ago @willmcinnes @MeaningConf Talk the talk culture got to be replaced by walk the walk to ensure #socialvalue!#commschat
• about 13 hours ago Ideas, opinions, facts (correct or not) can be shared instantly and widely. Can be great for businesses or very damaging. #commschat
• about 13 hours ago @CommsChat Nowhere to hide! Window on everything a business does. #commschat
• about 13 hours ago @amandacomms Agreed. I’m a fan of creating new habits (including cultural beliefs) by both corporate action and daily repetition. #commschat
• about 13 hours ago @CommsChat A2: Companies need to be more open, more honest, more transparent, more responsive#commschat
• about 13 hours ago RT @amandacomms: @heidimiller@CommsChat but you can have landmark moments that support culture change #commschat
• about 13 hours ago @digiconvs critical that you are human through SM and not just corporate broadcast #Commschat
• about 13 hours ago @Sasha_Taylor So true. With you 100% on that. #commschat
• about 13 hours ago V. interesting point from @amandacommsabout ‘landmark moments that support culture change’. Say more!#commschat
• about 13 hours ago Im excited to see how social media generation will lead..will they copy the past in trad orgs or become social leaders #commschat
• about 13 hours ago @willmcinnes getting SM and doing it well can be worlds apart…need to have customer service at heart if delivery#Commschat
• about 13 hours ago RT @commschat: topic 2 What are the fundamental consequences for businesses of humans connecting to each other on the internet #Commschat
• about 13 hours ago @heidimiller @CommsChat but you can have landmark moments that support culture change #commschat
• about 13 hours ago @RosePCCI Are you finding your member companies are increasingly more concerned about their impact on the world? #commschat
• about 13 hours ago He is walking the talk, role modelling a different approach, causing a stir, and talking at our@MeaningConf next Monday! #commschat
• about 13 hours ago topic 2 What are the fundamental consequences for businesses of humans connecting to each other on the internet#Commschat
• about 13 hours ago and the ipad story makes it a good time to turn to topic 2 #Commschat
• about 13 hours ago It is your personality that gives personality to your brand. People want to see human side of brands, not corporate messages. #commschat
• about 13 hours ago At @spokencomm , we’re drafting a mission statement. But that statement will be useless unless it’s lived every day #commschat
• about 13 hours ago Good example of change from within but not top is @elsua at IBM – living without email in an American tech company. #commschat
• about 13 hours ago RT @willmcinnes: Interesting point came up at#SMWLDN event today- cultural change that followed CEOs getting iPads. Sad but true #commschat
• about 13 hours ago RT @willmcinnes: Suddenly, they got it! So yes, you do need support from top. But change can start at bottom too, sometimes. #commschat
• about 13 hours ago “@willmcinnes: Suddenly, they got it! So yes, you do need support from top. But change can start at bottom too, sometimes. #commschat” +1
• about 13 hours ago Wow! MT @willmcinnes: Interesting point came up at #SMWLDN event today – the cultural change that followed CEOs getting iPads. #commschat
• about 13 hours ago I have to say the maker movement is also worth mentioning….as a way of how to engage people in a vision#commschat
• about 13 hours ago Yep, BrewDog, they also do some great disruptive PR – http://t.co/IwLQN0HH #commschat
• about 13 hours ago Transparency through social media needs to be extended across the business. #commschat
• about 13 hours ago @crowdmission Agreed. Like anything#socialmedia needs to focus on achieving business objectives. Easy to lose sight of that #commschat
• about 13 hours ago Suddenly, they got it! So yes, you do need support from top. But change can start at bottom too, sometimes.#commschat
• about 13 hours ago Interesting point came up at #SMWLDN event today – the cultural change that followed CEOs getting iPads. Sad but true. #commschat
• about 13 hours ago It’s easy to think good social media brands are good businesses overall. Not necessarily. #commschat
• about 13 hours ago Businesses are working to build a more personal brand with character, to generate positive consumer emotional response + loyalty #commschat
• about 13 hours ago Have you guys heard of a Scottish brewers called BrewDog? Really cool biz. In book talk about how they raise cash from fans. #commschat
• 

: #CommsChat, Business culture, customer service, engagement, Internal comms, Social Media, Transcript