Tuesday, October 05, 2010

Charlene Li

The current speaker is Charlene Li social media maven and author of Open Leadership anf Groundswell. Of course I find it interesting since I like social media - Facebook (I only do a bit), Twitter, Linkedin and even blogging.

In the age of social media, companies are no longer in control. The media now includes individuals. And individuals can multiply. Li says in this world, companies need to be fast online and open. It is about relationships. Conversation. Transparency.

"Social Media allows any employee to have a greater relationship with customers. It can be inspiring or terrifying."

"Be disciplined about social media". She suggests monitoring comments and then reach out directly to the source or respond publicly. Great theory but for a large company the number of mentions are so great, the magnitude of the job is huge. That is why a company like General Sentiment that measures whether what is said is good or bad can help filter.

She quoted John Hayes - CMO of Amex who said "We tend to overvalue the things we can measure and undervalue the things we cannot".

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