Posts Tagged ‘Facilitation’
For customer service organisations, social networking without strategy is like a film without a plot. Sure, there may be lots of diverting colour and movement short term, but when the film ends, you leave the cinema feeling frustrated – still trying to make sense of it all.
A recent Smartblog article at http://tinyurl.com/2df57no supports the view that technology without strategy is only half the customer service story.
“Great corporate social-media efforts aren’t about technology … new gadgets aren’t what make companies great at engaging their customers — that has to come from sound strategic planning.”
An expert panel convened for BlogWorld Expo 2010 identified three emerging trends in social media strategy:
- Listening to your customers is great but reaching out to them is better. Great customer service is the best crisis-communications strategy. Organisations should make staff available to answer questions and talk with customers before they become disgruntled.
- No one department within an organisation (eg, Marketing) can control social media. Ultimately, all parts of the organisation will need to make effective use of social media within their areas of expertise.
- Listening doesn’t mean forgetting who’s in charge – of services and the organisation’s brand. Social-media fans are only one subset of customers, and not necessarily a representative sample. Organisations must ensure that complaints received via social media truly represent how the bulk of their customers feel – not just a vocal minority. Feedback is not a substitute for good planning and judgment!
With extensive experience of social media and strategic planning, let us help your organisation ‘stay on message’ online – contact us today.
Working with library managers and their teams to imagine the future, and plan accordingly, is always fun and satisfying. People enjoy ‘practical creativity’ and ‘thinking with a purpose’.
Is your Strategic Plan gathering dust in a drawer? Worried what the future holds for your library?
Call Richard on 0410 746 540 to discuss a customised ‘future proofing’ strategy for your library.
“Excellent, inspiring” … “Easy to follow, informative and interesting” … “An excellent presenter”
Introducing an exciting and practical new program on Library Innovation. Topics include:
- Defining opportunities to innovate
- Re-discovering personal and group creativity
- Overcoming ‘Innovator’s Block’
- Sustaining innovation at work
A dynamic group of 12 university, government and public library managers completed the first program in Sydney in August; focussing on the roll-out of iPads in several libraries.
To discuss Library Innovation training in your organisation, email [email protected] or telephone +61 (0)410 746 540.
Feeling a little creative? Plant that seed in fertile ground and watch the innovation grow! Everyone is capable of creative thinking and innovation – it’s part of being human. In a competitive business environment buffeted by social and economic change, innovation at work is more important than ever before. Principal Consultant Richard Sayers facilitates the Personal Creativity Assessment (PCA) ® - a trusted tool for gauging how creative our workplace behavior is right now, and how it can be made more creative in the future. Presented in a supportive format that recognises individual differences and celebrates the practical power of ideas, the PCA is an excellent activity to conduct in a workshop or group setting where creativity is critical to business success.
To discuss using the Personal Creativity Assessment ® in your team or for individual coaching purposes, email [email protected] or telephone +61 (0)410 746 540.
Principal Consultant Richard Sayers offers a range of consultancy and training services using the respected Belbin Team Roles (UK) and Team Management Systems (Australia and US) programs for improving individual self-knowledge and improving team performance.
For more information and to discuss using Belbin or TMS in your team or organisation, email [email protected] or telephone +61 (0)410 746 540.
Libraries in the 21st century face unprecedented social and technological change – and the list of challenges seems to grow longer every day! Principal Consultant Richard Sayers is proud to announce a practical NEW one day workshop on Library Innovation. The workshop introduces a rich palette of common and not so common techniques and tools to help kick-start creative thinking and promote successful innovation in libraries and information services.
Public workshops will be available through www.pics.com.au in August 2010 – numbers are limited so book early to secure your place.
To request a customised onsite workshop for your team or organisation, please email [email protected] or telephone +61 (0)410 746 540.
Richard Sayers and Associates is pleased to support the Klein Group Instrument® for Effective Leadership and Participation in Teams – unique in its ability to assess a range of behaviours essential for effective leadership and teamwork.
The Klein Group Instrument® is currently the only individual and group behaviour assessment that measures four essential leadership and teamworking dimensions using a single instrument – Leadership, Negotiation Orientation, Task Focus, and Interpersonal Focus. Results are delivered through customized reports describing strengths, areas of challenge, and strategies for personal and team growth.
For more information about the Klein Group Instrument®, visit CAPT.
To discuss using the Klein Group Instrument® in your team or organisation, email [email protected] or telephone +61 (0)410 746 540.