Social Media. It’s a phenomenon that has taken the world by storm, revolutionising the way we communicate, learn and share information. It influences what we do every day: what movies we watch, where we travel to, which products and services we spend our hard-earned cash on and even who we date. The statistics don’t lie and they tell a story of utmost engagement.
On the contrary, in the business world, it’s a lack of engagement holding the success of many process improvement initiatives back. So we took a closer look at why Social Media has taken off like it has, resulting in our top 5 lessons for driving higher levels of engagement with process.
Lesson #1: Establish a sense of urgency
Stories explode on Social Media because they’re attention grabbing. People want to see and be seen to be part of the action in real time (i.e. #icebucketchallenge). We’d argue that true urgency is a prerequisite of change and that it needs to be felt by everyone (not just those leading change). Organisations should use a story or a business challenge to establish a sense of urgency when it comes to process improvement efforts, galvanizing employees to get behind them.
Lesson #2: Provide helpful information that works for business teams
Want to get people to access, use and improve process information? Then it needs to be as easy to access, view and engage with as Social Media is. Information needs to be digestible (think short, sharp YouTube clips), as well as accessible anywhere (50% of mobile internet usage in the UK is spent on Facebook). So if you haven’t already, ditch the complicated flowcharts and static procedure manuals, because they just don’t work.
Lesson #3: Take process to the people
It takes a crowd to go viral. Via Social Media, we don’t go searching for news, products or services, they find us. If your staff don’t seek out process information, take the processes to them. What do we mean by this? Well it’s simple, processes need to be where the people are and in business environments this means embedded into company intranets and everyday business systems (ERP, CRM).
Lesson #4: Personalise process interactions
One of the big draw cards of Social Media is the ability to interact with friends, family, peers and even strangers through a like, tag, retweet or comment. This desire to connect with people is human nature. Similarly, process improvement is very much a human challenge. Make it personal, give people the opportunity to comment, respond, collaborate and provide feedback (good and bad) and watch as processes naturally evolve and improve.
Lesson #5: Maintain momentum with good process governance
Viral content on Social Media is often forgotten as quickly as it ignites (will we still be talking about the Dover Cop’s Taylor Swift Cover next week?). When it comes to process improvement, there is little point grabbing people’s attention and then falling off the radar. Organisations need to put good process governance structures in place and furthermore, remember to continually track and communicate the value being delivered to the business to keep momentum going. The long game wins.