Turbotodd

Ruminations on IT, the digital media, and some golf thrown in for good measure.

Posts Tagged ‘social media

Six Keys To Effective Reputational And IT Risk Management

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In September of last year, I blogged about the IBM 2012 Global Reputational Risk and IT Study, which I explained was an “investigation of how organizations around the world are managing their reputations in today’s digital era, where IT is an integral part of their operations and where IT failures can result in reputational damage.”

I also wrote “corporate reputations are especially difficult to manage in an era when anyone with a smartphone and Internet connection can file their complaint with a single touch.”

That continues to be the case, but what’s new is that IBM has recently issued another report on further implications of this study and its findings, and more importantly, what organizations can do to get on offense when it comes to better managing their corporate reputation.

The Connection Between Reputational Risk And IT

When the corporate world first began paying attention to the concept of reputational risk in 2005, organizations’ focus tended to be on business issues like compliance and financial misdoings.

Today, the focus has shifted to include the reputational impact of IT risks. Virtually every company is now reliant on technology for its critical business processes and interactions. While it may take 10 minutes or 10 hours to recover from an IT failure, the reputational impact can be felt for months or even years.

IBM - Factors Affected By IT Risk

Reputational damage caused by IT failures such as data breaches, systems failures and data loss now has a price tag. According to analyses performed by the Ponemon Institute, the economic value of a company’s reputation declines an average of 21 percent as a result of an IT breach of customer data — or the equivalent of an average of US $332 million.

The question now is not whether IT risks affect your corporate reputation, but what you can do to effectively prevent and mitigate these risks.

IBM -- True Price Of Reputational Harm

Six Keys To Effective Reputational And IT Risk Management

An analysis of responses to the IBM study revealed distinct correlations between the initiatives that organizations are undertaking to protect their reputations from the ramifications of IT failures and the overall effectiveness of their reputational and IT risk management efforts.

Based on this analysis, and the pattern it revealed among organizations that are most confident in their ability to prevent and mitigate IT-related reputational risk, there are six key initiatives that IBM recommends as part of every company’s efforts:

  1. Put someone in charge. Ultimate responsibility for reputational risk, including IT-related items, should rest with one person.
  2. Make the compliance and reputation connection. Measuring reputational and IT risk management strategies against compliance requirements is essential.
  3. Reevaluate the impact of social media. In addition to recognizing its potential for negative reputational impact, social media should be leveraged for its positive attributes.
  4. Keep an eye on your supply chain. Organizations must require and verify adherence of third-party suppliers to corporate standards.
  5. Avoid complacency. Organizations should continually evaluate reputational and IT risk management against strategy to find and eliminate potential gaps.
  6. Fund remediation; invest in prevention. For optimal reputational risk mitigation, companies need to fund critical IT systems as part of their core business

IBM -- Importance Of Reputational Risk

How IBM Can Help

When planned and implemented effectively, your organization’s reputational and IT risk strategy can become a vital competitive advantage. When you protect against and mitigate reputational risks successfully, you can enhance brand value in the eyes of customers, partners and analysts. Further, your organization can better attract new customers, retain existing customers and generate greater revenue.

IBM can help you protect your reputation with a robust portfolio of IT security, business continuity and resiliency, and technical support solutions. You can start with an IT security risk assessment, or penetration testing performed by IBM experts.

For business continuity and resiliency, you can begin with a Continuous Operations Risk Evaluation (CORE) Workshop and move on to cloud-based resiliency services. Our technical support solutions range from basic software support to custom technical support.

What makes IBM solutions work is global reach with a local touch. This includes:

  • Over 160 business resiliency centers in 70 countries; more than 50 years of experience
  • More than 9,000 disaster recovery clients, with IBM providing 100 percent recovery for clients who have declared a disaster
  • A global network of 33 security operations, research and solution development centers; 133 monitored countries
  • 15,000 researchers, developers and subject matter experts working security initiatives worldwide.

To learn more about the IBM Global Reputational Risk and IT Study go here.

From Liking To Leading: Driving A “Purposeful” Social Business Strategy

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At IBM Connect 2013 in Orlando, Florida, IBM announced earlier today new software and cloud-based services to help business leaders, such as chief marketing officers and chief human resource officers, advance their organization’s transformation with the adoption of social business technology.

The new offerings will help business leaders integrate IBM’s industry-leading social networking and analytics technologies into their business processes to empower the 21st Century workforce and transform client experiences.

Social Business By The NumbersLeading From The Front (Office)

Just as social networking has flourished in the consumer realm, Forrester has identified social business as an emerging business category, with the social technology industry growing to $6.4 billion by 2016.

Increasingly, front-office leaders, such as chief human resource officers, are looking to form a smarter workforce to unlock human potential and unleash innovation. According to a recent IBM CEO study, 70 percent of companies surveyed cited human capital as the single biggest contributor to sustained economic value.

The new social software offerings will help companies gain deeper insights into big data generated through the use of social networks. Organizations applying analytics to their data for competitive advantage are more likely to substantially outperform their industry peers.

Today, leading organizations, including 61 percent of the Fortune 100, are licensed to use IBM’s social business technologies to transform their front office business operations. This includes connecting employees globally to empower faster decision making and analyzing big data from sources such as Twitter, Facebook, blogs and public forums, to react swiftly to customer trends and outpace competitors.

Using Analytics To Better Understand Social Behavior And Business Opportunity

At the same time, social media and predictive analytics have emerged as indispensable tools for CMOs, who are using technology to make the customer experience more intelligent, intuitive and individualized.

According to the IBM CMO study, 82 percent of CMOs say they plan to increase their use of social media over the next three-to-five years to communicate with their clients.

From Liking To Leading

IBM’s new software and cloud-based services include:

  • A new Web-based social networking environment that provides HR leaders with a better way to recruit and onboard new employees, while giving employees access to digital media and data in real-time, enabling faster decision making.
  • Software to help marketing teams design sophisticated advertising campaigns and quickly publish those campaigns to leading social networks, resulting in a consistent customer experience through every online channel.
  • The next release of IBM’s industry-leading social networking platform will further enable users to access and analyze big data from inside and outside the organization, including Facebook, Twitter, audio and video.
  • Already in beta, IBM is also announcing its plans to release the industry’s first truly social email client incorporating file sharing, activity streams and a simplified user interface. This will be the first major release of Notes and Domino in five years.

“IBM is revolutionizing front-office processes with the application of cognitive computing and advanced analytics,” said Alistair Rennie, general manager, social business, IBM. “Social business has transitioned from being an emerging idea to a fundamental platform that clients everywhere are using to change the way they empower their employees and engage their customers.”

Enabling the 21st Century Workforce

Following its $1.3B acquisition of Kenexa in December 2012, IBM today announced a new Web-based social networking environment that is expected to integrate IBM’s industry-leading enterprise social networking platform with Kenexa’s recruiting, on-boarding, learning and performance management solutions.

The IBM Employee Experience Suite will help HR leaders attract, empower and motivate talent to address skill and resource gaps while enabling their workforce to deliver better results for their clients.

For example, employees can use social networking, e-meeting and instant messaging capabilities to access applications and interactive rich media such as videos, resulting in improved collaboration and greater teaming across globally distributed teams.

The Suite intends to integrate with Kenexa’s Applicant Tracking System allowing HR leaders to more swiftly educate existing employees and identify prospective talent. HR leaders will be able to set up a recruiting site, use it to onboard employees, present training options, administer surveys to employees and manage performance. Prospective employees can view the HR data on the broadest range of mobile devices, helping HR departments reach an increasingly social-savvy and mobile workforce.

Social Business Benefits

Transforming The Client Experience

The rise of the social-savvy, empowered consumer has prompted organizations around the globe to use social business and analytics capabilities to improve the customer experience. IBM today announced new capabilities that allow marketing teams to easily design, test and optimize sophisticated advertising campaigns.

For example, a new Social Media Publisher capability in IBM’s web experience software allows CMOs to push content, such as ad campaigns or promotions, to leading social networks with one simple click and without involving already resource strapped specialized IT teams.

Social Software for the Enterprise

With today’s news, IBM is introducing the next version of its social networking platform, IBM Connections. The new software will further enable users to access and analyze big data from inside and outside the organization, including Facebook, Twitter, audio and video.

Available in March 2013, IBM Connections 4.5 will include embedded document management capabilities so that members of a network can access, analyze and act on wide ranges of data types in the context of their work to improve decision-making and business results. IBM Connections’ Content Manager feature will allow teams and communities to harness an organization’s collective intelligence to solve business problems, increase productivity, and drive profit.

IBM Connections clients have access to new social features in the cloud, including blogging and ideation in Communities and access to information. In addition, IBM Connections will include enhanced integration of social capabilities in the Microsoft Outlook client, allowing users to access their social data such as profiles, files, and communities directly in Microsoft Outlook.

In December, IBM expanded its social business platform to include social document editing on-premises and in the cloud. The recently released IBM Docs, available on-premises and as part of the IBM SmartCloud for Social Business, allows browser users to simultaneously collaborate on word processing, spreadsheet and presentation documents to improve productivity.

IBM also announced that it expects to ship IBM Notes and Domino Social Edition 9 in March 2013. IBM Notes and Domino 9 will be the industry’s first truly social email client and delivers a social experience to users, whether using a browser or on the broadest range of mobile devices.

IBM Notes and Domino are used by more than half of the Fortune 500. IBM mobile capabilities manage and support a variety of platforms, including Apple (iOS 6), Android, Microsoft Windows operating system, including Windows and Blackberry smartphones (including BlackBerry 10).

Go here for more information about IBM’s social business initiative and creating a smarter workforce.

You can also follow #IBMSocialBiz and #IBMConnect on Twitter.

Alister Rennie, General Manager, Social Business @ IBM, addresses how organizations everywhere can move “from liking to leading” and build “purposeful” social business strategies.

Turbo Slidecast: Organizing For Social Business

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I mentioned in a post recently that I was to speak at the annual WOMMA Summit (WOMMA standing for “Word Of Mouth Marketing Association”) about IBM’s efforts to better organize itself to take advantage of the social business opportunity.

After lumbering through the SlideShare “slidecast” capability and learning my way around (and no, it really wasn’t that difficult — I’m just a slow learner), I was able to create a slidecast of the presentation I gave in Las Vegas for those of you who may be interested.

As I noted in that blog post leading up to my talk, the general theme of my session there centered on the challenges and opportunities larger organizations face as they go about building their social strategies, and sharing particular insights and experiences we’ve had inside IBM on this front.

At IBM, our social business strategy has very much centered around one of our best market-facing emissaries, the IBMer! If you’ve kept pace with any of our marketing initiatives in recent times, you know that the IBMer is front and center in those communications, most notably in our TV advertising, but also extensively in the digital and social media as well.

But their participation doesn’t end there.

We’ve featured subject matter experts extensively across a wide range of topics and across a range of venues in the digital and social media space, as well as in other public and sometimes private venues (think conferences, events, customer meetings, etc.).

This direction is very much in keeping with IBM’s high-touch sales heritage, but builds on that legacy by making our people more accessible via social venues as well.

So, please, take some time out of your busy day if you’re interested in learning more about IBM’s social business efforts, and hopefully you’ll walk away with some of the actionable insights we’ve garnered that can help you and your organization in your own social business journey.

Just click on the arrow to play, kick back, and relax!

CMO Talk: What If Everything You Knew About Marketing Changed?

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Click to enlarge. The practice of marketing is going through a period of unparalleled change, putting CMOs everywhere to the test. However, you can seize the opportunity to transform your marketing function. The combined insights of the 1,734 senior marketing executives participating in IBM’s Global CMO study point to three strategic imperatives that can strengthen your likelihood of success, as outlined in the graphic above.

Contrary to popular opinion, we don’t all know one another at IBM.

I know, I know, it’s hard to believe, considering there’s only 400,000+ plus of us — you’d think we all knew one another, but we don’t.

But the good news is, we’re always making new acquaintances inside IBM.

That was the case at the Word of Mouth Marketing Association Summit I attended last week in Vegas, where I finally got to meet face-to-face my colleague, Carolyn Heller Baird.

Carolyn is situated in IBM’s Global Business Services organization, and for the better part of two years, Carolyn served as the Global Director for our Chief Marketing Officer study, which was released late last year (and for which I wrote an extensive blog post, which you can find here.)

Carolyn was also in attendance at WOMMA, where she presented the CMO findings in some detail before a sizable audience.

I sat down with Carolyn to talk about the study’s findings in more detail, and to also try and better understand the implications for marketers in general, and social media practitioners in specific.

Before I hand you off to our interview below, I want to highlight the fact that the study results are still available via download here.

As the study concluded, half of all CMOs today feel insufficiently prepared to provide hard numbers for marketing ROI, even as they expect that by 2015, return on marketing investment will be the primary measure of the marketing function’s effectiveness.

There’s a gap to close there, and Carolyn’s comments in the video provide some actionable insights on to how to start to close it!

Turbo To Speak @ WOMMA Summit: Organizing For Social Business

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Happy Monday.

I mentioned in a recent post that I’d be attending the Word of Mouth Marketing Association (WOMMA) Summit next week in Las Vegas.

It’s going to be my first time attending a WOMMA event, and for that I’m most excited.  I’ll also be speaking at the event, and recently participated in an interview with WOMMA’s Jacob Hurwith to chat about some of the topics that would inevitably come up in my presentation, “Organizing For Social Business.” (Monday, Nov. 12, 4:30-5:15 PST)

The WOMMA Summit being held next week in Las Vegas will feature social media experts and word of mouth marketing practitioners from some of the leading brands and organizations around the world. I’ll also be speaking on the topic of “Organizing For Social Business,” and IBM’s Carolyn Baird will be sharing detailed results from IBM’s recent Chief Marketing Officer study.

The general theme of my session will center around the challenges and opportunities larger organizations face as they go about building their social strategies, sharing particular insights and experiences we’ve had inside IBM over the past number of years on this front.

At IBM, our social business strategy has very much centered around one of our best market-facing emissaries, the IBMer! If you’ve kept pace with any of our marketing initiatives in recent times, you know that the IBMer is front and center in those communications, most notably in our TV advertising, but also extensively in the digital and social media as well.

But their participation doesn’t end there.

We’ve featured subject matter experts extensively across a wide range of topics and across a range of venues in the digital and social media space, as well as in other public and sometimes private venues (think conferences, events, customer meetings, etc.).

As I’ll note in my talk, this direction is very much in keeping with IBM’s high-touch sales heritage, but builds on that legacy by making our people more accessible via social venues as well.

That said, don’t think encouraging very busy professionals to participate in social venues doesn’t come without some challenges — organizational, economical, cultural — all of which are an integral part of the story that I also look forward to sharing with my fellow attendees in Las Vegas.

Speaking of which, another fellow IBMer, Carolyn Baird, is also going to be presenting at WOMMA.  Carolyn will be sharing insights from IBM’s global Chief Marketing Officer (CMO) study, one of the largest ever conducted of CMOs worldwide.

The study revealed that CMOs are under enormous pressure to manage a much broader range of responsibilities than ever before, and that underpinning this evolution is a growing dependency on technology that is reshaping CMOs’ strategies and priorities.

Carolyn’s session will share how CMOs are managing these shifts and the impact all of this is having on the CMO-CIO relationship (Carolyn’s session takes place Tuesday, Nov. 13th, from 11:45AM-12:30 PM).

Though I’m certainly excited to sharing IBM’s social story at such a distinguished convocation, I’m even more excited about hearing from my fellow social media enthusiasts. I took the names of all the organizations expected to be presenting at WOMMA, and you can see the vast breadth and diversity of companies and organizations represented in the Wordle cloud above.

If you’re going to be attending WOMMA, please look me up and introduce yourself. It’s the rare opportunity we social media practitioners have to get together in “meatspace” face to face, so I’m looking forward to meeting some new faces, and saying hello to some familiar ones, during my visit to Vegas (My fourth trip there this year!)

To follow the tidings on Twitter from the Summit, use the hashtag #WOMMASummit.

For my session, I’ll ask that folks use the hashtag #WOMMAturbo.

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