This is part 4 of the synopsis of my Figaro Digital presentation in London on November 23, 2011. In order to gather all parts, click or use the following short link: http://bit.ly/figaroyag11
[all photos by Yann Gourvennec: http://bit.ly/picasayann]
4. using tools as platforms for change
Social media is a difficult discipline which requires many different tools for management, monitoring and statistics. Using your team’s expertise, you can build credibility and offer tools which could exponentially equip your entire organisation, therefore improving cross channel communications and mutual help. These mutualised tools can therefore serve also as a basis for the implementation of the multiple hub and spoke organisation. At Orange, we have been able to work in those directions more than once.
First and foremost, we have worked on the standardisation of processes and the industrialisation of moderation around our social media platforms. Because our teams cannot be behind their screens all day long, let alone speak all languages and especially difficult or rare tongues (even though we already speak three or four), we are resorting to external teams in order to moderate the comments and posts by our audiences on social media platforms, in order that each and every customer (this is our ultimate goal) gets an individual response by the Orange helpers teams in the country relevant to the customer who has an issue.
We have been able to work beyond this though, with the equipment of the entire organisation with a social media platform Administration tool which we are using to help teens better communicate between each other and respond within platforms across the organisation. With this kind of platforms (many vendors exist) you can very well ask somebody from, say the Orange helper team, to take ownership of your twitter platform any time somebody has a problem which needs to be solved. Slowly but surely, we are improving the process, and the equipment of our entire organisation with tools like this is making it possible.
Beyond social media (but including social media), we are implementing what we call a websites factory, based on the popular open source software CMS EZpublish in order not only to establish consistency throughout the group, but also to achieve the merger between social media and web platforms. In essence, this is undoubtedly the topic which is the most important in my eyes, a lot more important than just an merely growing one’s fan bases on Facebook and other platforms, because through this websites factory, we will be able to establish governance, enforce consistency, make social media work for the company and its business and eventually, establish this decentralised, dandelion organisation which I was talking about at the beginning of my pitch.
It is possible to enforce organisational change through the implementation of new tools, even though the tools in themselves do not really matter. They can be changed one-minute to the next, but in the same way that we do business process re-engineering through tools i.e. that we encourage people to change their behaviour by mimicking those of others which have been translated into Information Systems, we can use this tools as platforms to help people communicate with one another and better respond to our customers and audiences.
to be continued …