Month: May 2014

A few months back, we discussed how social media has a large number of uses in HR, from finding new recruits to managing and branding your company. What we didn’t mention then was how social media can help in crisis management.

A few weeks ago, Shutterfly (a company who helps its customers turn photos into photo books, stationery, and countless other gifts) accidentally sent out an email to many of its customers congratulating them on their new arrivals. The problem was that a majority of the customers hadn’t just had babies.

Some customers took to social media sites and made light of the situation by asking if Shutterfly knew something that they didn’t; many others were offended.

Let’s take a look at how Shutterfly responded and what we can learn from their crisis management via social media:

• Respond ASAP: One of the nicest things about social media is that it is a platform that gets information to customers right away. Shutterfly chose to respond quickly and efficiently by apologizing through company tweets, Facebook comments, and an email.
• Admit to your mistake: People like receiving an apology, and when a company admits to a mistake, customers will be more likely to understand and forgive. It’s important to view mistakes and negative comments as an opportunity to create a relationship, and not a bad mark on your brand.
• Let your customers know that you care: Shutterfly took a large chunk of time out of their day replying to customers’ individual tweets. They didn’t ignore their customers’ feelings and messages, and instead, met them head on.

A mistake like Shutterfly’s is forgettable and forgivable, especially when handled as responsibly as it was. It wasn’t huge compared to company breeches in security or cyber attacks (take for instance, this past week’s attack on EBay), but it was a mistake nonetheless that warranted an apology.

These tips are important to consider whenever an error is made, whether online or in-person. Social media may be a strange world to some people, but it’s also given businesses new opportunities to reach out to customers and make things right. Your co-workers and clients deserve an apology when a mistake has been made. It is easier for a mistake to be forgiven and moved past when it is acknowledged.

Humans make errors—it’s how we respond to our mistakes that shows our clients what kind of person (and business) we are.

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One of the most important responsibilities of a business is to make sure each employee feels valued. What’s the best way to do that? The web is full of advice on how to help your employees succeed as members of your business.

But where’s a good place to start?

By listening to your employees.

Sounds pretty easy, right? Except thinking honestly, many of us know that it really isn’t. There are so many things going through our minds during a work day that actually listening to a person talk doesn’t always happen. We hear half of it, or perhaps none of it at all.

Actively listening is something you can do every day. It doesn’t take research. It won’t take up your entire day. But it is a simple way to make your employees feel like they belong and are valued members of the group.

Specific things to listen for:

• Complaints: Field your employees’ complaints. This is the best way to continually learn about your company and what needs fixing. By listening to complaints, your employees know that they can come to you with any questions or problems that they come across.
• A job well done: Know what is going on in your business. Validate those who have gotten the job done well. A simple “nice job” can go a long way in letting your employees know that you care about their work and can see their progress (though of course, more substantive feedback is always recommended).
• Recommendations: One of the easiest ways to make an employee feel valued is to let them make recommendations on how to further the business. Not every recommendation will lead to something new (and of course, make sure to look into the information given to you), but it’s a good way to generate ideas on how to better your business from within.
• Their lives outside of the office: Remember that your employees are people, too. They have spouses, children, pets, and lives outside of work. Connecting with your employees on a personal level can make it easier for them to come to you with questions, concerns, and ideas.

Not only should you listen to your employees—you should also listen to your clients. Really listening to your clients can help establish yourself as the master of your business; when you know exactly what the clients want, you can easily deliver.

While listening—to both clients and employees—seems obvious, too often it goes ignored in the workplace and beyond. By listening to employees and others, you can help strengthen your team, and make your employees feel valued—a great way to strengthen your overall business. Listening won’t solve all your problems, but it’s certainly a great place to start.

Have any questions about anything we discussed today? Or, have something you’d like to add? Feel free to contact us via the contact page of our site, or on Twitter or LinkedIn. We’d love to hear from you.

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In recent years, there’s been an increase in people speaking out against certain types of technology and our dependency on the Internet, smart phones, social media, and iPads (to name a few). In March, there’s even a National Day of Unplugging that asks people to pledge against using their phones, social media, and the Internet for twenty-four hours.

In a recent article published on the New Yorker’s website, Casey N. Cep wonders how the digital age turned into the age of technological anxiety. Perhaps the problem with the idea of unplugging is that we are going about it in the wrong way.

Spending a weekend, a day, or even a few hours away from technology might be a good way to rejuvenate ourselves. It’s possible that unplugging can also help us to embrace technology for its endless benefits. When we force ourselves to stay away from technology, we are also forced to see how our lives are changed (for better, for worse) by technology.

But what about a business? Maybe it’s harder for a business to unplug. It might even be dangerous to be out of contact with clients, but an article from Forbes gives five reasons why it might be beneficial to unplug after a workday. As stated in the article, unplugging is a great way to mentally recover and get ready for the next day.

Unplugging doesn’t have to mean disregarding your job duties. It can be something as simple as putting the phone down during dinner or limiting your social media checks throughout the day.

It all comes down to balance.

It’s important to remember that technology was invented to help us connect. It has the power to help us maneuver our busy lives and alleviate certain pressures of the business world, and it’s all at our fingertips. Whether or not you unplug is up to you, but there’s certainly something to be said about urging people within your business to be away from technology every once in a while.

Here at Integrated Consulting Group, we specialize in the design, development, and customization of SAP Human Capital Management business software for leading edge North American companies with global reach. Have any questions about SAP? Feel free to contact us via the contact page of our site, or on Twitter or LinkedIn. We’d love to hear from you.

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In February, we talked about how HR can effectively use social media. A blog is an extension of social media, and in many ways can do more for your business than what Facebook or Twitter alone can. Blogging can be a great tool for HR departments, especially when trying to drive potential clients to your website.

Here are a few examples of how a blog can be a great addition to your business:

• Accountability: In order to write an efficient business blog, you have to stay active and up-to-date with technology and news happening in your industry. By knowing what is going on in the world of your business and your industry, it becomes easier to answer any client questions that come your way.
• Connection: Blogging brings an audience, some that are familiar with your business, and some that aren’t. When a blog is posted, it can be shared on multiple social media sites, which exposes your business to people that might not have found your website otherwise. Building a connection between your business and potential clients is one of the most important relationships you can establish.
• Traffic: When it comes to blogging, one of the most important things to keep in mind is how it can work to bring new visitors to your site. Blogs generate buzz, especially when done correctly. And after reading an excellent blog post, many people will click around your website to other pages that establish your business and let the audience know what your company has to offer.

Truthfully, a post might be the easiest way to get a potential client to your website. We don’t mean to say that blogging is easy; it’s hard work, but once you’ve established your blog, your content can bring countless visitors to your site when executed correctly.

A blog is a great first step in getting your business noticed. Is your business interested in starting a blog for your business, but you aren’t sure how? Check out Hubspot’s article on how to write an effective blog post.

At Integrated Consulting Group, we specialize in the design, development, and customization of SAP Human Capital Management business software for leading edge North American companies with global reach. We believe in an all-encompassing approach, and if you have any questions about SAP HCM or Human Resources, feel free to contact us via the contact page of our site, or on Twitter or LinkedIn. We’d love to hear from you.

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