A social employee is a worker operating within a social business model. Following an organization's social computing guidelines, social employees use social media tools both for internal workflow and collaboration purposes and for external engagement with customers, prospects and stakeholders through a combination of social media marketing, content marketing, social marketing, and social selling. Social employee programs are considered to be as much about culture and engagement as they are about business processes and best practices. In addition to increased leads and sales, social employee best practices are said to improve business outcomes important to social media marketing, such as increased connections and web traffic, improved brand identification and "chatter", and better customer advocacy. == Overview == The term "social employee" was first introduced to describe those exhibiting the emerging characteristics of workers operating under a social business model. The term is often used interchangeably with similar designations like "employee advocate" or "social employee advocate". Crucial to the perceived value of the social employee is the concept of the digital footprint. While organizations are able to generate large bases of followers through social media, research shows that brand marketing and engagement efforts through these networks are not as effective as those of individual employees. In fact, some research indicates that employee experts are more trusted than any other member of an organization. Because of this, social employee programs are designed to train, empower, and support employee engagement efforts in the hopes of authentically engaging larger communities, increasing the frequency of shares, reviews, and other forms of "earned media" and expanding the brand's presence on the web. == The personal or employee brand == A foundational concept of the social employee is the idea of the personal or employee brand. This concept first gained popular attention in a 1997 FastCompany article by business leader Tom Peters titled "The Brand Called You". In the article, Peters argued that the premium placed on branding impacted workers' lives to such an extent that creating and cultivating a distinct personal brand had become a professional necessity. According to Peters, doing so built trust, loyalty, visibility, influence, and employability. With increased adoption of social media tools by both businesses and consumers in the early 21st century, many business leaders became increasingly concerned with social engagement, both internally among employees and externally with customers and other stakeholders. While many in the business community acknowledged the potential social tools had for improved collaboration, productivity, and brand messaging, the concern that employees would misrepresent their brand, disclose proprietary information, or otherwise damage their company's reputation or ability to conduct business persisted. As a result, many began to advocate for employee branding as a solution to this problem. This helped give new meaning to the concept of brand ambassadorship, positioning everyday employees in public, and potentially high-profile, engagement roles. == Characteristics == === Engaged === Because social employee advocacy is dependent on the perceived authenticity of the employee, engagement is highly valued in social organizations. Further, data show the measurable impact of employee engagement on organizational productivity and profitability: Happy employees were found to be 12 percent more productive. In one study, engaged employees were found to be 38 percent more likely to produce at above-average rates. In another, organizations with engaged employees had a 19 percent higher than average shareholder return, while organizations with disengaged employees experienced shareholder return that was 44 percent below average. Engaged companies were found to outperform disengaged companies by up to 202 percent. Companies with strong focus on culture were found to have an average 13.9 percent turnover rate, while those with a low focus experience were found to have a 48.4 percent turnover rate. === Flexible job environment and work–life balance === The number of professionals working mobile or remote has risen considerably since 2010. While estimates vary, one study found that number of organizations with mobile or remote employees is expected to rise from 24 percent in 2012 to 89 percent by 2020. Other research has estimated that by 2020, 105.4 million professionals will work remotely in America, about 72.3 percent of the total workforce. This change has been linked to a rise in social technologies, including biometrics, wearables, near-field communications, and augmented reality. Social employees have also put a greater emphasis on work–life balance, with many believing that advances in technology can directly support efforts in this area. Purported benefits of this shift include a more flexible workforce, reduced business costs, and greater organizational leverage in attracting and retaining top talent. === Buys into the brand's story === In 2009, thought leader Simon Sinek presented a speech called "How Great Leaders Inspire Action" at a TEDxPugetSound event. Sinek's central argument in this speech was, "People don't buy what you do. They buy why you do it." This concept—that the story behind a business or product offering is a more compelling sales tool than the product itself—is frequently cited in social media marketing as a way to build authentic connections with stakeholders. However, others have argued that for employees to share a brand's story authentically, they must be engaged in that story themselves, and as a result, many companies have made storytelling part of their culture programs. === Collaborative === An implicit tenet in social business is that social technologies aren't a barrier to productivity, but rather a path to increased connectivity. The shift in enterprise software systems like IBM Connections to incorporate social communication models, such as mentions, wikis, and newsfeeds, reflects the changing communication dynamics within business. With an increase in diversity and sophistication in collaborative software platforms, social organizations have sought to find new creative ways to utilize these tools and secure employee buy-in around them. Crowdsourcing has also become popular in social businesses. Examples include AT&T's program The Innovation Pipeline (TIP), begun in 2009, which has generated over 28,000 ideas that have led to over 75 projects with funding exceeding $44 million. IBM has also put considerable resources into such processes, producing its social computing guidelines through employee crowdsourcing, as well as its Connections platform through the Technology Adoption Program (TAP), a more formalized crowdsourcing initiative. Another popular form of internal collaboration is the hack day, or hackathon. Organizations such as Netflix, Facebook, and IBM use hack days to pull employees out of their day-to-day work environments and encourage them to collaborate in nontraditional ways in an attempt to drive disruptive innovation. Social employees are often encouraged to seek external collaboration opportunities with customers and prospects. For example, Procter & Gamble introduced the Live Well Collaborative to connect with external stakeholders and develop products and services for the 50+ demographic. === Social listener === A social listener is someone who engages in social listening, or social media monitoring, for professional means. Social employees can use social media monitoring for a variety of reasons, including professional development, industry news and trends, and gauging market sentiment. Some have argued that social listening is one of the most important components of social business, as it enables organizations to collect rich market data, make more informed strategic decisions, and respond to customer needs more authentically. === Customer-centric === Advocates of customer-centricity in social business argue that social media has changed the dynamic from one-way brand messaging to shared interactions between brand and customer. Brand and customer engagement is seen as a means of creating more lasting connections with customers and prospects and empowering them to become brand promoters. Customer-centric interactions are seen to have distinct value to brands, as research shows that prospects are far more likely to trust brand-related messaging from a friend or family member than they are from a brand. As a means of building social employees, some social advocates have also called for a broader definition of customer to include the employees themselves. In the book The Pursuit of Social Business Excellence, authors Vala Afshar and Brad Martin made the following argument: A social business operates with the guiding principle that each employee's responsi
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