Usage : Connecting is something you do together, right? Unfortunately, at three out of four organizations, not everyone is on board yet. But active participation by directors and senior management does help.
Effectiveness: what do you measure, besides usage? Half of the organizations have not formulated goals for social media. Only one in four has concrete KPIs. No more than half monitors their internal community. Then measuring success becomes difficult.
goals
Organization : “social media is a communication party”, according to belize mobile phone number list Peter Haan, director of Evolve. In almost 70% of organizations, the communication department is in charge. More surprisingly: community management is only formally assigned to one or more employees in one in three organizations. In the other cases, it is done by volunteers, interns – or not.
Embedding : how do you turn social media from a nice to have to a must have ? By integrating it into work processes. Almost nobody is that far: according to the research, only 10% of respondents.
internal community management
Who is responsible for internal community management?
Practical cases
These points were also discussed extensively in the panel discussion after the presentation of the research results. The social intranet managers of the Social Insurance Bank, SNS Reaal and KPN talked about their experiences in practice. The driver for social media at SVB was a large round of layoffs, after which the same work had to be done with almost 20% fewer employees. At SNS Reaal this was the introduction of the New Way of Working and a focus on effectiveness, which is measured every six months.
KPN appeared to be the furthest along in integrating the internal community into processes and systems, including answering questions from individual customers. But KPN also came out on top in the survey, which somewhat embarrassed Evolve's Peter Haan, as former project leader of Team KPN.