Making Social Media Work for Your BC Program. Topics

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1 Making Social Media Work for Your BC Program David Nolan CEO & Founder Fusion Risk Management, Inc Topics Evolution of Social Technologies Evolution of the Social Enterprise Paradigm Shift Continuity Risk Management: Ripe for Social! Application of Social in BCM Advantages and Points to Manage Final Thoughts Questions and answers 1

2 Social Evolution 10X more users with each cycle 1960 s Mainframe Computing 1970 s Mini Computing 1980 s Client/Server Computing 1990 s Desktop Cloud Computing 2000 s Mobile Cloud Computing 2010 s Social Revolution Data Management Apps Business Logic Apps Process Automation Apps Web Apps Mobile Apps Social Mobile Source: Force.com Social Evolution: Device Proliferation Mobile has become a dominant, if not a primary means for not only consumption, but social collaboration and real work! Tablets Smartphones 1.6 billion mobile devices by 2013 Laptops E Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December E Desktop 2013E 2

3 Social Evolution: Tipping Point It took social technologies just 6 years to trump the unprecedented growth in use over the last 20 years! Social Users Users 1.1 billion social users Source: Comscore, June 2011 Social Enterprise: Ready for Primetime? Your customers and employees are social. What about your company? Source: Force.com 3

4 The Social Enterprise Collaboration All roads lead to Social Mobile collaboration! The Social Enterprise The logical byproduct of technology evolution The proliferation of technologies enables anyone, anywhere to express themselves whether you want their input or not! 4

5 Paradigm Shift If you aren t tuned in, you may be last to know! Traditional Hub and Spoke Communication 1:1 or Many Paradigm Shift Social Crowd Sourced Communication Many to Many Traditional communication is based on a sender and a designated set of recipients. It is only accessible to those whom the sender chooses to receive it whether the receiver cares or not! Social communication delivers a message to no one in particular, yet anyone who chooses to receive it based on relevance, interest and relationships. Everyone contributes. 5

6 Paradigm Shift Traditional Social Mobile Traditional communication is serial, limited in reach and prone to errors and omissions. Generally command and control is limited to second hand information from the masses, if not completely blind. Social communication provides a forum in which authoritative contributors can be prioritized, but truths from trends can be derived from more open communications communities that are dynamically created. Paradigm Shift Open Social vs. Private Social Private Social takes advantage of Social technologies within trusted networks of stakeholders. 6

7 Paradigm Shift Private Social + Open Social Optimized Social leverages both private and open social networks to improve information flow and manage messaging more efficiently and effectively. Continuity Risk Management: Ripe for Social! Collaboration 7

8 Social Applications in BCM Crowdsourcing Crisis Mapping Command & Control Social Applications in BCM Crowdsourcing Crisis Mapping Command & Control Authoritative Field reports #Trending non authoritative field reports Solicited responses Collaborative resolution Threaded contextual conversations Real Time, Threaded, Filtered, Contextual, Validated 8

9 Social Applications in BCM Crisis Mapping Identify/quantify affected people & assets Identify/verify available resources Triage complex situations with limited resources Engage alternate resources as needed Manage multiple focus areas concurrently First responders Damage Assessment Salvage and Restoration Relocation Redistribution Minimize impact progression Focused, Efficient, Controlled Social Applications in BCM Monitor Public and Private Social Networks. Consolidate inbound information into single truth. Identify and prioritize action plans. Solicit suggestions from authoritative contributors. Socialize actions with authoritative contributors. Assign actions and manage progress. Leverage public Social Media to send crisp messages & set the record straight. Gather evidence. Capture and organize all communication in context. Crisp, timely executive updates. Command & Control Informed, Commanding, Collaborative, Fast What Boston Did Right! 9

10 Social Applications extensible to BCM With this Core Technology: Twitter Lead Generation Card technology Sets up a structured Tweet, enhanced with graphic support. Presents an offer. Provides one click affirmative response to the offer with embedded identification from the responding Twitter account. This is entirely possible!: Fact Gathering amidst chaos Set up a structured Tweet, enhanced with graphic support. Present a question of fact or opinion i.e. True or False Provides one click affirmative response to the offer with embedded identification from the responding Twitter account. Consolidate response for direct field intelligence. Clarity, Precision, Hard Data Prescribed Response Advantages of Social BCM Engages constituents with tools they use every day no training. Can be filtered and monitored to clarify and correct misinformation. Provides all participants with the tools to contribute what they know & what they can contribute. Provides a forum for socializing ideas to drive consensus. Allows for many to many versus one to many communication for faster, transparent observation data. Provides mobile users with tools to contribute invaluable information. Reduces response times through contextual conversations rather than chains of command. Provides better information, faster, including visual evidence to support better decision making. Encourages participation in all aspects of BCP without clogging up inboxes with endless reply alls. 10

11 Points to Manage with Social BCM Create a private social network and define policy and protocol for contributing to it. Dynamically organize Social Groups around an exercise, incident, or other major initiative to provide context for and separation for important discussions. Encourage use of Social Media as a Social Enterprise tool as a means to drive the BCM mission and culture. Make sure that employees know not to contribute comments to the public social networks that may run counter to the mission. Make sure that your communications team knows what is being said and is quick to set the record straight. Be proactive with hash tags so that you can drive truth and transparency out into public social networks. Becoming Social Master Novice Embraces and implements the Social Enterprise vision to drive collaboration and process efficiencies. Culturally embraces social media to drive engagement on a wide array of topics including BCM and CM. Leverages public social media to deliver concise messages to broadcast stakeholders. Leverages public social media feeds to read the pulse. Considers public social media as potential resource for gathering important information. Uses private social media to engage core teams to improve communication and share information contextually. Social Media is not considered an enterprise technology suitable for BCM. 11

12 Final Thoughts Things happen much faster in a Social society, The same is true in a social enterprise Misinformation flows as fast as good information, But good information, delivered fast can save lives and save businesses! The world is social, If you are not, you are already late to the party. Social is not perfect, But there is a lot to like, especially considering the alternatives, including, but not limited to: Broadcast s with massive reply alls, interspersed in everyone s mailbox. Conference calls with Who s talking?, Who Joined?, repeating key points with each new arrival. No contemporaneous evidence or notes. David Nolan, CEO Fusion Risk Management, Inc. WHILE YOU ARE AT OUR LINKEDIN COMPANY PAGE, JOIN OUR INVITATION ONLY GROUP BCM INNOVATORS 12