Social Media in the Enterprise, a case study on EMC

© Copyright 2012 Jamie J. Pappas & Pappas Advisors. All rights reserved.

webcom Montréal

November 2011

Jamie Pappas, Principal Pappas Advisors

[email protected]


#webcomMT @JamiePappas

Let’s Connect! @JamiePappas Pappas Advisors pappasadvisors.com [email protected]

www.jamiepappas.com

These slides will be available on SlideShare at http://www.slideshare.net/jamiepappas



Me: @JamiePappas WebCom Montreal: @webcomMT #webcomMT

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“If at first, the idea is not absurd, then there is no hope for

it.”

Albert Einstein



•  Genuine connections with real stakeholders

•  Embracing the voice of the customer

•  Customer service & support •  Product development & co-

innovation •  HR & employee enablement •  Sales & marketing



•  Launched internal community first in 2007

•  Develop 2.0 proficiency globally •  Learn in a trusted environment •  Crowd source opportunities, use

cases, best practices •  Identify gaps in knowledge to

understand training needs •  Connect people with people and

people with content at the right time

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•  One size does not fit all •  “What’s in it for me?” •  Listening to the community •  Embracing new ways of

working together •  Employees will find ways to

collaborate whether or not you provide the tools

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•  Learn together, work together, play together •  Crowd source use cases, best practices, opportunities •  Listen to the community of users •  Word of mouth is the strongest recommendation •  Leverage influence of experts

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•  Embracing change and new ways of working

•  Driving awareness •  Enabling the business to

participate

•  Re-defining business processes

•  Foundation for listening •  Opening up information to the

people who need it



EMC|ONE �  Internal-only discussion/

collaboration/ feedback on all things EMC

�  Real-time competitive info and discussion

�  Collaboration/ WiP �  Employee blogs �  Employee profiles and

networking

Blogging Corps �  Official bloggers �  Volunteer bloggers with “day jobs”

�  SMEs on a wide variety of topics – software, hardware, consulting, global participation

�  A way for people to connect with the people behind the products

EMC Community Network �  Public or invite-only

discussion/ collaboration/ feedback on EMC-related topics

�  User groups, advisory boards, professional networks

�  Software development �  Enable customer/

partner collaboration





Reinforces need for common-sense while encouraging responsible and appropriate employee engagement in the use of social media. The Handbook touches upon: ◦  EMC’s social media presences

and goals ◦  EMC’s social media philosophy ◦  Information on employee

responsibilities ◦  Process for creating or

maintaining your own social media presence as an EMC employee

◦  Social media guidelines ◦  Social media best practices ◦  Links to tool-specific resources



Qualitative –  User engagement

–  Feedback and stories

–  Do we miss it when it’s gone?

–  Do we work as well without it?

–  Is this a part of “everyday” business?

Quantitative –  User engagement levels

–  User & lurker statistics

–  Employee satisfaction surveys

–  Time and cost savings –  Potential reach (friends, fans,

followers)

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•  Executive sponsorship •  Funding – social media is not free •  Goals and purpose – what is the “reason to believe”?

•  “Rules of engagement” •  Strategic cross-functional

partnerships •  Group of passionate folks •  Patience •  A leap of faith



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“We can’t solve

problems by using the same kind of thinking

we used when we created them.”

Albert Einstein



Keith Paul Chief Listener @kemipa [email protected] He blogs at listencompletely.com

Social Media in the Enterprise, a case study on EMC

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