getting in sync -- tools for communicating with business travelers

Getting in sync – Tools for communicating with business travelers

Tuesday, February 14, 2012

Miriam Moscovici, BCD Travel

Steve Sitto, Roche

Michelle De Costa, Sapient

Kevin May, Tnooz / Moderator

2 Copyright BCD Travel 2012

Our Panelists

Miriam Moscovici

BCD Travel

Steve Sitto

Roche

Kevin May

Tnooz / Moderator

Michelle De Costa

Sapient


Poll Question

Poll no. 1


Miriam Moscovici, BCD Travel

Steve Sitto, Roche

Michelle De Costa, Sapient

Kevin May, Tnooz / Moderator


What they are NOT:

Your typical corporate intranets or brochure-ware

Email blasts

What they are:

Collaborative

Just in time

Relevant to the audience

Multi-modal

Modern Communication Channels


Web site – links to useful information

Digest / Newsletter– education and non-breaking news

Email

Breaking news

Targeted automation

Mobile

SMS / Text

Application push messaging

Social Enterprise

Taking Inventory

The Social Enterprise is Here

The social enterprise is becoming ubiquitous

“Crowdsourcing” drives productivity

Useful across every team

HR

Marketing & Communications

Commercial organizations



Poll Question

Poll no. 2


Improve the visibility of the travel program goals

One to Many Communications

Understanding and engaging travelers

Comprehensive, actionable picture of performance

Achieving “better than policy” results

Travel Program Influence

Gaining feedback on suppliers to enhance supplier management

Communicating with travelers during emergency events–dynamic reactions to evolving situations.

Promoting traveler participation and program knowledge by using incentives


Roche Social Enterprise

Crowd-sourcing intelligence by observing illuminating road warrior discussions

Identifying opportunities early and being proactive by getting involved in the process

Supporting the corporate goals of collaboration and efficient communication


Sapient finds success by


Poll Question

Poll no. 3


Content Moderation

Community Nurturing

Traveler Support

Social Intelligence

Community Management Framework


Engage most-vocal employees/stakeholders

Consider specialty groups

Encourage community participation in all communications

Turn travel managers into subject matter experts

Assign a community manager to nurture and facilitate communication

Step 1: Build the Community


Post weekly news highlights - e.g., preferred suppliers

Post updates to policy linking to longer docs

Post key travel alerts – linking to news sites or RSS mashup

Develop list of internal blogging topics

Create “reader’s digest” versions for mobile

Pass along industry’s finest

• Use your suppliers!

Build eminence

Step 2: Create Robust Content


Encourage community members to assist each other

Solicit solutions to common questions

Establish a triage

Encourage Q&A in this forum

Step 3: Monitoring and Triage

Enable immediate engagement and resolution of problems in a forum where the community can realize and benefit from common solutions.


Explore separate private groups to support events and projects

Support communication and collaboration for strategic initiatives.

Extra Credit: Event or Project Management


Add community link to email signatures, invoices, etc.

Link to the group whenever possible

Increase Travel Program visibility on social enterprise

Highlight community benefits regularly

Join and participate in related groups

Disaster recovery / Security

HR/New Hires

Step 4: Grow the Community

Step 5: Measure & Share

Number of members

Diversity of membership

Participation levels

Selected anecdotal evidence

Number of postings by topic

Number of issues presented/resolved



Your Turn

Q & A


For More Information

Replay and presentation from today’s webinar available at www.tnooz.com in a few days

Please subscribe to Tnooz’s FREE daily newsletter at www.tnooz.com/newsletter/

For more information about BCD Travel’s services, visit www.bcdtravel.com/aw/home/Global_site_80195/en_us/Content/Information_Center_41422/~bmk/Research_Reports_White_Papers/

http://www.tnooz.com/

http://www.tnooz.com/newsletter/

http://www.bcdtravel.com/aw/home/Global_site_80195/en_us/Content/Information_Center_41422/~bmk/Research_Reports_White_Papers/




Thank you!

getting in sync -- tools for communicating with business travelers

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