Video + Notes From Blogwell: How We’re Using Community Management Strategies at Walgreens

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Continuing our exploration of community management and social media, here’s a video and the deck from a presentation I gave when I spoke at the Socialmedia.org Blogwell event in New York City.

My talk was about how, at Walgreens, we’re using community management strategies to build relationships, support culture change and engage employees within our internal online communities.

This was the first time I had publicly spoken about our internal social media story at Walgreens, and it was an honor to share some of the things we’ve been doing and how being strategic is a key element to building on our foundation and executing on our playbook.

It was great to also present among other companies like Verizon and TD Bank who also shared success stories and case studies about their internal social programs. It’s encouraging and inspring to see these and other collaborative employee communities and the role of social media continue to mature and develop behind the firewall.

As I mentioned before, when I talked about why I was on the advisory board for the Community Roundtable’s State of Community Management 2013 Report, the role of strategic community management will play an important role as employee online communities become more integrated into organizations.

Without a doubt, I believe employee communities will only grow in importance and prominence as they continue to provide real business value and play an increasingly crucial role in driving engagement, attracting and retaining top talent, empowering innovation and cultivating significant culture change in more and more companies.

That said, on a future post, I’ll be sharing my thoughts on the intriguing results of this year’s SOCM report that focused on the value of community management and demonstrated a significant change in the standard “90-9-1” concept that I mentioned during my talk. I’ll also share how I’m seeing a new type of persona emerge within our communities.

Until then, thanks for checking out the video and I’d love to hear your thoughts on what you’re seeing at your company and in the industry at large when it comes to community management.

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It’s Up To You: A Call To Action For Community Managers and Social Business Leaders

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community-roundtable

 

I’m thrilled to share with you some exciting news as we continue our exploration of community management!

This year I took an active role in helping to develop the research for The 2013 State of Community Management, a yearly industry report led by the Community Roundtable.

I’m honored to be part of the SOCM 2013 advisory board and contribute my community management successes, challenges and other experiences at Walgreens to help create the framework and goals of the survey. I strongly believe that business leaders put themselves at a big competitive disadvantage if they don’t realize the strategic impact that community management could have on their organization’s culture and bottom lines.

And as practitioners of community management we need to continue to communicate and demonstrate this important message to our leaders and the rest of the industry. And gathering data is one of the best ways to further prove and measure the true value of employee and customer communities to those who still see it as an add-on, instead of a key strategic driver, to achieving business objectives.

Why Gathering Data Is Important

And that’s where data and measurement come in, because that’s what gets attention and helps connect the dots for business leaders at all levels of the organization.

It’s only with data that we can begin to gain traction and position community management as a legitimate practice and indispensable science that can not only support but also drive real business results.

And that’s why I’m pumped, and honored, to be a part of the team that’s helping to push things forward. I firmly believe that this repot will help drive us closer to where we need to be by gathering more contextual data and industry feedback on the subject and state of community management within organizations — essentially find out what’s working and what’s not and what are the key lessons being learned.

In summary, these are the main objectives, key themes and questions explored in the 2013 State of Community Management:

  • Prove how community supports business goals and answer two big questions: 1) What do business communities look like and what is the value of community? and 2) What does community management look like and what is the value of community management?
  • Benchmark against other organizations: The 2013 report will focus on quantifying the performance of communities by collecting data about company demographics, community programs, community profiles and community management.
  • Build a roadmap of future community initiatives by delivering data that can be used to better inform community program decisions.

Now It’s Up To You

Okay, now this is your chance to help contribute and influence the present and future of community management by taking the survey, sending in your feedback and letting your voice be heard.

Note: Three survey participants will receive a custom research presentation with performance benchmarks for their organization, worth $7,500 each.

Thanks again for taking the survey and please spread the word to other community managers and social business leaders who might be interested in helping out!

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