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