Chapter 3: Establishing A Social Business Center Of Excellence

Chapter 3: Establishing A Social Business Center Of Excellence

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  T H EN E X T M E D I A . C O 3 Establishing A Social Business Center Of Excellence CHAPTER THREE By Michael Brito
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  T H EN E X T M E D I A . C O THE BOOK IN A NUTSHELL … Team Structure & Organization! Planning! Content Narrative! & Brand Strategy! PLANNING Content Execution & Delivery of Planned Content! Real-Time Command Center Operations! Creative Newsroom Deployment! Converged Media Models! SOCIALBRAND" &CONTENTSTRATEGY EXECUTION SOCIALBUSINESS" STRATEGY Social Business Center of Excellence! ! Enterprise Collaboration! ! Identify Roles & Responsibilities! ENABLEMENT Content Audit! ! 3rd Party Research! ! Internal Stakeholder! Audits! ! Enterprise Collaboration! Technology Adoption & Deployment! ! Content Governance Models! ! Customer & Employee Enablement! Cross-team Collaboration! ! Multiple Stakeholder Alignment! ! Content, production & Analytics Integration! Workflow Management! ! Integration With Paid Media Team! ! Technology Partnerships
 (3RD Party Publishers)! MEDIA COMPANY TRANSFORMATION INFRASTRUCTURE Employee & Customer Advocacy! Content: Your brand becomes a content machine and produces game changing content day in and day out.!  ! Relevant: Your brand produces quality content that changes customer behavior. !  ! Recent: Your content is recent and in many cases, real-time without the approval bottlenecks.!  ! Omnipresent: Your content is everywhere – search, social, word-or mouth.!  ! Agile: Your brand becomes a content organization and has the ability to produce compelling content at a moments notice. !
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  T H EN E X T M E D I A . C O CUSTOMER SUPPORT DIGITAL MARKETING ANALYTICS SOCIAL MEDIA Product Marketing Research Employees Segment Marketing Events REGIONAL EDITORS BRAND & CREATIVE CONTENT & EDITORIAL CENTER OF EXCELLENCE The CoE is a centralized program that provides resources, training, and strategy to a variety of business units that are deploying social media in order to reduce costs, increase efficiency, and provide standardization. Jeremiah Owyang, Principal Analyst at the Altimeter Group “ ” DEFINING YOUR SOCIAL BUSINESS CENTER OF EXCELLENCE (COE) The Center of Excellence is key to help change traditional organizational behaviors. Chap. 3 Establishing A Social Business Center Of Excellence If you are a part of a CoE, thinking about building one or just curious, you need to understand that it’s not easy. There are several uphill battles and political issues that you will need to navigate through in order to make some progress. Change is difficult and most people reject it unless it’s delivered in doses or communicated in a non-threatening way, especially when it can potentially affect others’ job responsibilities.   A CoE cannot just be a committee that meets once per month or someone’s part time job. In most cases, it starts out that way but eventually it must evolve into something bigger. Otherwise, the team will never get anything done and won’t be able to scale as social becomes more and more important. The CoE must belong to a reporting organization with the autonomy to make very specific and calculated business decisions as it relates to marketing and communications. To make the successful transformation from brand to media company will require the brain power and hard work from a highly specialized team with skill sets ranging from content strategy to technology integration and deployment.   Defining your brand’s content strategy will undoubtedly be the most difficult task yet one of your most important responsibilities. Later in this book … (continued in the book.)
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  T H EN E X T M E D I A . C O DEFINING YOUR SOCIAL BUSINESS CENTER OF EXCELLENCE (COE) The Center of Excellence is key to help change traditional organizational behaviors. Chap. 3 Establishing A Social Business Center Of Excellence If you are a part of a CoE, thinking about building one or just curious, you need to understand that it’s not easy. There are several uphill battles and political issues that you will need to navigate through in order to make some level of progress. Change is hard and most people reject it unless it’s delivered in doses or communicated in a non- threatening way, especially when it can potentially affect others’ job responsibilities.   A CoE cannot just be a committee that meets once per month or someone’s part time job. In most cases, it starts out that way but eventually it must evolve into something bigger. Otherwise, the team will never get anything done and won’t be able to scale. The CoE must belong to a reporting organization with the autonomy to make very specific and calculated business decisions as it relates to marketing and communications. To make the successful transformation from brand to media company will require the brain power and hard work from a highly specialized team with skill sets ranging from content strategy to technology integration and deployment.   Defining your brand’s content strategy will undoubtedly be the most difficult task yet one of your most important responsibilities. Later in this book, I go into great detail and I will walk you through exactly what you need to do succeed. But on a very high level, developing a content strategy will require you to analyze several key conversation and analytical inputs and formulate a content plan that adds value to your customers and also aligned to what’s important for your brand. This isn’t easy. Building a content governance plan, which will also be covered later in the book, will also be high on your priority list. It should deliver workflows around content ideation, creation, approval, distribution, and content optimization after it’s been distributed. Real time analytics, content performance and general measurement will also be a part of that process. Defining your brand’s content strategy will undoubtedly be one the most difficult tasks yet one of your most important responsibilities as the Center of Excellence. “ ”
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  T H EN E X T M E D I A . C O Jive is a social business platform focused on enterprise collaboration. In November 2012, a global business consulting firm analyzed Jive customers and learned that their platform is making a difference in areas like corporate productivity, sales, marketing and customer service. While Jive offers a wide array of product features and capabilities, I will only focus on the ones that will help you start the transition from brand to media company. Chap. 3 Establishing A Social Business Center Of Excellence @britopian FEATURED VENDOR
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  T H EN E X T M E D I A . C O TABLE OF CONTENTS Chapter 1: Understanding The Social Customer And The Chaotic World They We Live In   •  We Live In A Multi-Screen Economy •  CADD (Content Attention Deficit Order) is Among Us •  Relevance Is the Key To Content Consumption •  The Customer Journey Is Dynamic And They Are Unpredictable •  Customers Are Influential •  Business Objectives Stay The Same Despite The Changes Externally •  Vendor Spotlight - Social Flow   Chapter 2: " Defining Social Business Strategy & Planning   •  The Social Media “Bright & Shiny” Object •  Social Media Has Caused Internal Business Challenges •  The Three Pillars of Social Business - People, Process Platforms •  The Social Business Value Creation Model •  The Differences Between A Social Brand And A Social Business •  Vendor Spotlight - Sprinklr Section 1: Understanding The External & Internal Landscape
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  T H EN E X T M E D I A . C O TABLE OF CONTENTS Chapter 3: " Establishing A Social Business Center Of Excellence   •  A Lesson From Tesla Motors •  The Establishment Of A Social Business Center of Excellence (CoE) •  The Responsibilities of a Center Of Excellence •  Considerations For Building A Social Business Center of Excellence •  The Organizational DNA And Team Dynamics •  How The Center of Excellence Integrates Within Your Organization •  Vendor Spotlight - Jive   Chapter 4: 
 Using Employees, Customers And Partners To Feed The Content Engine   •  How To Scale And Plan An Enterprise Advocacy Program •  GaggleAMP Helps Scale Employee Advocacy •  Napkin Labs Helps Scale Customer Advocacy •  Pure Channel Apps And The Channel Partner Content Opportunity •  Vendor Spotlight - Expion Chapter 5: " Building Your Social Business Command Center   •  The Strategic Importance Of A Social Business Command Center •  Social Business Command Centers In Action •  The New Form of Command Center Operations: Real-time Marketing •  How To Build A Social Business Command Center •  The Social Business Command Center Framework •  Vendor(s) Spotlight: Hootsuite, Tracx, Mutual Mind, PeopleBrowsr, Tickr, Social Flow   Chapter 6:" Understanding The Challenges Of Content Marketing   •  Examples of Brands Taking Content Marketing To The Next Level •  Content Marketing Challenges: What Do The Experts Say? •  Content Marketing Challenges From The Data •  Moving Past The Content Marketing Buzzword •  Vendor Spotlight - Kapost Section 2: Setting The Stage For Social Business Transformation
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  T H EN E X T M E D I A . C O TABLE OF CONTENTS Chapter 7: " Defining Your Story & Content Narrative   •  The Inputs Needed To Build Your Content Narrative •  The Outputs Should Equal Your “Hero” Content Narrative •  Simplifying Your Content Narrative •  Vendor Spotlight - Compendium   Chapter 8: " Building Your Content Channel Strategy   •  Finding And Preventing Gaps With Your Social Media Channel Strategy •  Mapping Your Content Narrative To Social Channels •  Building Your Content Tiers By Channel •  Using One Channel For One Purpose •  Diversifying Your Content Types Per Channel •  Best Practices For Writing Blog Content - It All Starts With The Title •  The Importance of Visual Storytelling •  Vendor Spotlight – Contently Chapter 9: The Role of Converged Media in Your Content Strategy •  Defining Converged Media •  Why Converged Media Is Important To Your Content Strategy •  Converged Media Modeling •  The Promise of Real-time Marketing •  Real-time Marketing Is More Than Just Being Real-time •  Edelman’s Creative Newsroom •  Creative Newsroom 5-Step Activation •  Creative Newsroom Models •  Vendor Spotlight - Newscred Chapter 10: " How Content Governance Will Facilitate Media Company Transformation   •  Defining Content Governance •  Building An Internal Collaboration Model •  Proactive Content Workflows (Planned & Unplanned Content) •  Reactive Escalation Workflows & Risk Assessment •  Managing New ‘Brand’ Account Creation •  Managing The Security of Social Media Passwords •  Vendor Spotlight - Spredfast   Chapter 11: Structuring Your Teams to Become a Content Driven Organization   •  The Quick Lesson In Change Management •  Tearing Down The Organizational Silos •  Identifying Roles & Responsibilities •  Structuring Your Content Organization By Channel •  Structuring Your Content Organization By Brand/Product •  Structuring Your Content Organization By Region •  Structuring For Converged Media & Real-time Marketing •  Vendor Spotlight - Skyword Section 3: Developing Your Content Strategy
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  T H EN E X T M E D I A . C O VENDORS Vendor Platforms Discussed In This Book
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  T H EN E X T M E D I A . C O BRANDS Brands Discussed In This Book
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  T H EN E X T M E D I A . C O THE AUTHOR Michael Brito is a Senior Vice President of Social Business Strategy at Edelman Digital. He provides strategic counsel to several of Edelman’s top accounts and is responsible for delivering content and social strategy, community management operations and helping his clients scale their social programs globally. Previously, Michael worked for major brands in Silicon Valley to include Hewlett Packard, Yahoo! and Intel Corporation working in various marketing, social media and community management roles.   He is a frequent speaker at industry conferences as well as a guest lecturer at various universities including UC Berkeley, the University of San Francisco, Stanford University, Syracuse University, Golden Gate University and Saint Mary’s College of California. He is also an Adjunct Professor at San Jose State University and UC Berkeley teaching social business and strategic social media.   Michael has a Bachelor of Arts in Business from Saint Mary’s College of California and a Master of Science, Integrated Marketing Communications from Golden Gate University. He proudly served eight years in the United States Marine Corps. Michael’s previous book, Smart Business, Social Business: A Playbook for Social Media in Your Organizations, was released in July 2011 and is available in bookstores and Amazon. Michael Brito" SVP, Social Strategy Edelman Digital @Britopian Now available for pre-order!
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  T H EN E X T M E D I A . C O EARLY REVIEWS Jascha Kaykas-Wolff, " CMO, Mindjet @kaykas There’s a difference between being a thought-leader and a do- leader. Thought leaders can tell you what you should be doing, but often have no practical, real-world experience translating thought into action. Do-leaders, on the other hand, are seasoned professionals who base their advice on what they’ve accomplished and failed at -- a huge value add for any organization. Michael Brito, Senior Vice President of Social Business Strategy at Edelman Digital, is the epitome of a do- leader. In his book, Your Brand: The Next Media Company, he concisely breaks down one of the biggest challenges brands face today: developing, and more importantly living, their content strategy. By deftly tying team roles and responsibilities to the management of converged media programs, he takes a three-dimensional view of content strategy that’s usually missed out on by leaders who push for ideals over ideas. And unlike some tell-all handbooks with little to offer besides tired to-do lists and recycled suggestions, he does it through intelligently-structured narrative that’s peppered with applicable, pragmatic advice. Your Brand belongs on the bookshelf of every CMO.
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  T H EN E X T M E D I A . C O EARLY REVIEWS A must read if you are serious about using social business strategy to transform your brand into a media company! Mei Lee " Vice President, " Digital Marketing" Conde Nast Michael Brito brilliantly dissects how to achieve social media success through techniques of the Mad Men era manipulated in to the age of Twitter and Facebook. Discover your audience and the power of virtual brand ambassadors, while learning how to successfully manage your online presence and maximize your exposure with quality content. Kinsey Schofield TV Personality, Journalist" @KinseySchofield Brito has written a practical and thoroughly engaging book for brands looking to effectively launch a sustainable social business strategy. Whether early in the process or evolving your current approach, Brito's holistic view provides actionable insights to help you navigate both the internal and external challenges we all face. I recommend this book to anyone who wants their brand to remain relevant in a world where meaningful and authentic connections with social customers are now tables stakes! Amy Kavanaugh " Vice President " Public Affairs" Taco Bell / YUM Brands In the social world, content rules. Michael's book makes the case that in order for brands to thrive in this brave new world, brands must become content creators Pete Cashmore CEO, Mashable @Mashable
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  T H EN E X T M E D I A . C O Social media is causing a fundamental shift in the structure of business - both internally and externally. At this tumultuous time, Your Brand: The Next Media Company provides a clear road map to guide your organization through the decisions you need to make NOW to ensure you stay relevant and evolve into a media company. EARLY REVIEWS This is a great read for anyone who wants to understand and learn how to overcome the challenges of content marketing. And isn’t that all of us today? Elisa Steele, " CMO Skype Division" Microsoft @elisasteele An incredibly accurate assessment of the social customer and the challenges we face today in garnering their attention. Brito captures the very essence of what it takes for brands to cultivate awareness and loyalty in today's saturated content marketplace. Packed with first-hand knowledge from tenured marketing and agency executives, this text is a must-read for anyone invested in tackling the content marketing space and making a true impact on the industry and, most importantly, the consumer. Shafqat Islam CEO NewsCred @shafqatislam Joshua March" CEO, ConverSocial" @joshuamarch Every company is a media company, no matter your business model. I’ve been preaching this for over 7 years, and Michael Brito offers one of the most lucid and useful resources on the topic yet. Buy this book, you won’t regret it. Brian Clark" CEO Copyblogger Media @Copyblogger
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  T H EN E X T M E D I A . C O Content Marketing is no longer just a concept, it’s a way of business. Whether you are small business, nonprofit or a large corporation you need to read this book to learn the why and the how to setup your organization to become a media company. Michael Brito’s experience and his collection of experts are second to none and provide expansive and details approaches that are applicable to everyone. EARLY REVIEWS The future of digital media is alive and well and it's you. In Your Brand: The Next Media Company, Michael Brito provides a clear roadmap for transforming your business into a more relevant, social and meaningful media company. He has followed up a fantastic book on social business with a roadmap for transforming your company into an agile, ubiquitous and relevant content machine; and he covers all bases from social business to content marketing to structuring your organization for success. Lee Odden, " Author of Optimize" CEO TopRank @LeeOdden Adam Hirsch Senior Vice President Edelman Digital" Prior COO of Mashable @AdamHirsch In Your Brand: The Next Media Company, Michael Brito puts the content marketing conversation into a necessary, needed context. He explains how some fundamental shifts in the way consumers make purchasing decisions changes everything for brands, and why the smartest brands should listen up! Ann Handley Chief Content Officer, MarketingProfs @MarketingProfs Yes, we are all media companies now...but so many brands don't know how to make this important transition. Take this book, read it and put it under your pillow. This book will transform your marketing from "also ran" to dominating your informational niche. Now is the time! Joe Pulizzi" Founder, Content Marketing Institute " Author, Epic Content Marketing @juntajoe