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Tyas Handayani

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Category: digital & social media

Top 5 favorite podcast

December 4, 2019December 31, 2019Leave a comment

Hello again.

For this post, I want to share my most favourite podcast series that I have grown to fond over the course of the last 2 years.

I love listening to podcast. I love listening to it so much, I can definitely say, it has changed my life.

My morning rituals involves a dose of at least, 1 episode of a podcast series.

So here are my Top 5.

  1. Without Fail by Alex Blumberg, Founder Gimlet Media

Gimlet Media is a podcast company that provides a full range of different kinds of serials podcast. Without Fail is Alex’s premier podcast, and a reflection of what Gimlet Media stands for right from the start.

For Spotify listeners, click on picture.

Series of interviews who’s either won big or loose big time. Sharing how they risked or never thought they could ever achieved. People who we thought, looked like had it all, only to have fail spectacularly. Stories and lessons on success, failures from really famous people. The beauty of Podcast is that people become more loose and easier to open up their stories.

Specially to all my Gen-X friends, this is for you guys. You guys have around 20 years of hard boiling experiences, gone through ups and downs, achievements and learnings, you guys who needs refreshments of the mind, I really hope this podcast series could give as much inspiration and support that you need.

For those who never listened to Without Fail, I would recommend to start from the beginning. 1st episode starts here.

  1. Akimbo, a Podcast from Seth Godin.

Yes ! The Marketing Guru, once again teaches us new ways to understand through these series of podcast. Not only in a simple way he could open our minds but also share a very practical sample cases and stories narrated on each episode, in just a very short time.

The philosophy. Akimbo taken from an ancient word, means “the bend in the river or an archer’s bow. Akimbo has become a symbol for strength, a posture of possibility, that the idea that Seth wanted was when we stand tall, arms bent, looking right at it, we can make a difference.

Akimbo’s podcast is about culture and about how we can change it. About seeing whats happening and choosing to do something. Philosophical and yet poetic.

The uniqueness of his podcasts is that each episode provides a chance for listeners to ask questions and yet what I understood was it has become a way for Seth to make sure the understanding that he want to get across was the way he wanted listeners to.

It is also a great way, to engage, teacher to students, grow the relationships, strengthen the bond of Seth as leader of his community, listeners, followers, learners, by giving the guidance they need, every step of the way.  Great !

  1. In Progress from GirlBoss

In Progress: An Imperfect Journey, Navigated. In Progress Podcast claim to be a crash course in living a purposeful life. Guided by a millennial, Noor Tagouri. For those who are open to level up your own self like me. It could also be used as a reflection to your own true self.

However this came from a younger generation’s perspective, this has truly helped me. Read.

For Spotify listeners, click on picture.

  1. The GaryVee Audio Experience

I’ve been following Gary Vee for quite some time now. And both he and Seth Godin has been my personal therapist for self-care and personal growth. Without them knowing of course ^_^.

From time to time, whenever I need to get a good amount of personal boost, I would go to any of his channel. And then I would feel better. Life saver.

For Spotify listeners, click on picture.

The GaryVee Audio experience is a mixture of everything that Gary have done adapted on audio. From his episodes of #AskGaryVee Show, a mix of the best highlights from his DAILYVEE documentary video series, keynote speeches on marketing and business, interviews, fireside chats, and any of his up to date and current thoughts.

  1. Ctrl Alt Delete by Emma Gannon

Another millennial that suits my generation-X mind. Emma Gannon, author, blogger, and host of Ctrl Alt Delete podcast is the spokesperson for millennials as she started her podcast series in 2016. Previously working as a social media journalist for publications like The Debrief and Glamour, the podcast was inspired and started from blogging and writing her first book, also named Ctrl Alt Delete about her life growing up online.

For Spotify listeners, click on picture.

Following the success of her book and its partner podcast, Gannon has created a huge community online full of clever and interesting women. And she was named on 2019’s Forbes 30 Under 30 list for media and marketing. Taken from ES article.

Hope you will enjoy as much as I do.

And if you have any favourites, lets share !

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

Listen also to my podcast, MindShift. A journey to improve, to refine, to become better, and to grow.

For Spotify listeners, click on picture.

Why community management ?

November 24, 2019November 28, 20191 Comment

Hi there.

For quite some time, we (Bangwin Consulting) has been pushing forward basic community management concept known as Digital Community Management.

We have also raised the attention with the rise of digitalisation in Indonesia and also disruption economy uplifts a new way of business. We discovered a gap between the understanding of social media management, digital marketing and monetisation.

So why it is so important? What are the real impact from managing your community ? Are there any real example case from famous brands and companies?

Why community management is important to manage your online platform ?

This is why.

Through this post I will share some brands, companies or organisation that has gain benefits since taking care of their community.

  1. Disney+

https://www.ibtimes.co.uk/netflix-rival-disney-has-reportedly-gathered-million-subscribers-even-before-launch-1671128

Disney gathered millions of subscribers even before launch. The company’s own internal forecasts predicted that it will gain 20 to 30 million subscribers by 2024.

A proof how strong a community group of people who believes and loves Disney. Family and fans all around the world has grown to love that magical experience that comes from the stories built in to Disney Parks, Experiences and Products and The Walt Disney Company’s powerful brands and franchises—including Disney, Pixar, Marvel, Star Wars, ESPN, 20th Century Fox, and National Geographic.

Each brands with their channels, by its own, has been consistent being who they are and sharing what they are. But most importantly, Disney understood the importance of managing expectations of viewers and supporters of the brand. Engaging with them non-stop from every channels, feeding them what they want, answering and listening to their needs. Being a part of them as they become a part of Disney.

Now what we know about building relationships that each sides who eventually grown to know and understand each other is definitely not a quick instance. This involves right from the start from building the brand, giving solutions within the experience process including sales and customer service. And remember these efforts must be done online as well as offline.

  1. Bukalapak e-commerce

Bukalapak is a market place. Social Market Place. Bukalapak does not sell things and the performance will be determined by the good experience between buyers and sellers. The business model is to bridge between buyers and sellers at Bukalapak.

Through my interview with Muhammad Fikri, Bukalapak’s former Head of Community management, his words,

“Community Management is an approach. Being at the same level of understanding like being a friend, humanise a brand or a company.

Through a community approach, we can share suggestions and inputs towards both sides. As friends we can share attention to the users and feedbacks to the company. As long as there are no transactional trade involve in the process and just influencing for the betterment of process and in then we could divert the solution to Customer Service for instance.”

“The success factor determine on Community Management would be in overcoming problems and challenges of the company’s face. A militant means “die hard” supporter for the company that open heartedly, without any hesitation or pay and any condition willing to help for the needs of the company. Evangelists. That could be one level indicator success rate on community management.” he added.

To understand more go to his interview here or listen to our conversation through my podcast here.

3. Taylor Swift 

My honest point of view, Taylor Swift is the Master of community management. She knows how to manage her community, those audience, fans base, buyers of her music or any products, the supporters, or just simple followers that enthusiastically are very much interested in what she does. She truly born into the leader of her community as she makes people belong together, becoming friends and then best friends.

Taylor listens to her community needs, and from time to time, without any hesitation would directly communicate or act on a personal level especially for the loyal fans. Feeding them exactly what they need. And indeed the perfect exemplar on how to connect activities online and offline.

Here’s some example I’ve gathered.

  • Taylor hand selected fans to invite to secret album listening sessions. Look at the video to understand what I mean.
  • Taylor actively interacting with fans online. With an online following of 85.1 million Twitter followers and 123 million Instagram followers, this is a huge in personal interactions. Swift is known for creeping on her fans’ Tumblr, Instagram, and Twitter accounts. In fact, she has done it for so long that she has a personalized term for it: “taylurking”. She ‘likes’ and interacts with posts and will even save her favorite fan photos to her phone. She gets to know her fans on a more personal level through their social media profiles, and she goes out of her way to meet those fans in person. Read more from medium.com article here.

Sightings of Swift’s official account joining livestreams and posting comments like, “Hiiiiiiiii” and “You’re the cutest!!!!!” BuzzFeed collected screenshots, and there’s more captured on message boards and fan Twitter accounts. (If you’re talking to Taylor Swift online, you can also expect to see your username published on BuzzFeed.) . For those who understand what the real meaning of being a part of community would really feel appreciated. These are samples of engagement activities dear friends.

  • And as result to sales or we say business, Reputation stormed the beaches to the tune of a record-breaking 400,000 pre-orders. (source) In the first week, the album sold 1.22 million copies and is the best-selling album of 2017. Read more on medium.com titled, Lessons from Taylor Swift marketing machine, here.

Another example that I think would also be interesting, is Air BnB.

When you look at Air BnB, you would immediately say, sharing economy. But to whom ?AirBnB brings 2 niche different kinds of people together. 2 different community. The owner and the ones who need to use.

So before I end this post, a question to you my friendly readers.

Would Air BnB become successful without a community approach on managing their customers and consumers ?

Now I cannot say that having community management will be the answer for all your problems. But I hope the above examples would open your mind a little bit. Especially when answering the big WHY.

Next.

WHAT is digital community management ?

Call us.

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

not one media platform

November 5, 2019November 18, 20191 Comment

Hello again.

To me, social media, just like any other media is simply a platform, a medium, a channel like, TV, radio, newspaper conventionally.

Just like that, we have been aware of the evolution of social media . New media has arise with many form and ways of engaging to the users and rapidly grow into a community that we just had to catch up and join in, evenly.

So as GaryVee would’ve put it, there is no way we can be at the mercy on one platform.

  1. social media can come and go

It’s all business. Whatever the opportunity leads.

Remember yahoo as it was a search engine before google.

Remember when friendster suddenly changed into a game community platform.

Remember when path just like that, sold then change its way.

Things changed. And we are all borrowing their platform. Using it for free. All these time establishing our brand, network, investing content by the mercy of one or some social media platforms. All on borrowed time.

We must however, remember. The active work we have done, developing relatable contents, investing our efforts, time, thinking, energy to create contents for our followers, our community, buyers or supporters, should be the most important value to be protected. These contents should be put together, nurture, planted seed by seed and from time to time be cemented. As it one day should be your media source of whatever you aspire to be. Owned by none other, you. As your own platform. That you of course you managed and control.

2. social media builds cohesive association 

On the other hand, we also need to be open toward other media that have a strong community relation with what we are doing. Being relatable with the people who understands and interested to know more. Will have far more attractive result than having to spread any awareness  activities to a group of general audience no matter how big they are.

Search for focused group platform, they have the strongest argument will create a much deeper conversation in a regular basis. Search as much channels you can find. Engage as many connection as you can to build your relationship.

So if you want to gain much through social media, you have to build your digital footprints with many channels or social media platforms. And when your in the business to build relation you cannot afford to do it just online.

Care to comment ?

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

 

Articulate your digital vision

April 13, 2019April 17, 20191 Comment

When we talk about digital transformation it’s always ongoing with new information, knowledge and experience from all over world and in so many different areas.

And because of that, it is so easy to be confused and get lost. Where to go, what to do, where to start.

According to Brian Solis Altimeter Research, Digital Transformation is a process of many things. Among others, we can start by a process changing mindsets, the understanding on doing new way of business. For starter, how to adapt and give way for a new lifestyle and buying methods. As results, the impact and changes in business processes. The need push forward new technologies and therefore a new investment to improve relevancies for customers and employees to seek the new digital economy that everyone wants.

A good learning, given by Bapak Sakto Wibisono, the former IT Director of Putera Sampoerna Foundation, on one occasion when we were discussing a project . A video of Jeanne W. Ross, Principal Research Scientist, MIT Sloan Center for Information Systems Research (@jrossCISR) on how to articulate your company’s digital vision.

This is so interesting that I just had to share my point of view.

Articulate your digital vision. What does that mean ?

With digital come into place, there are so many changes happening towards the process of what makes a business. We can no longer fit in with business as usual or how we see business the old way.

The understanding of the statement above is that we need to review and redefine the big WHY in doing business with digital comes in the process. To do that there are a few steps we must do.

This to me is also a learning. So sharing how I see it, these are the main highlights.

  1. Understand how technology can change our business opportunities

With so many disruptions of new technology from social to block chain, from analytic to bio metric, then are also cloud and internet of things and so on, we tend to get distracted.

It use to believed that unless you are a well round company with complete functions for each work process, you cannot take advantage with these technology. Not all are important for you and could benefits with the condition of how you process your business now.

We need to understand how these technology can make a change in the business opportunities. How the conversion take place in this moment because by using these technologies.

The key is having not enabling business strategy but identify new way of business through sources of inspiration. Data, access and process are the key inspirations that we can learn to learn how to qualify what becomes the changes of way of business that we can learn.

For example Taxi business vs Uber

  • Taxi : gives rides
  • Uber : give rides, who your driver while driving, how much when you arrives and take out all hassles on payment method.
  • Uber take digital economy because they understood the possibility on digital technology.

Changing the opportunities from our customer value propositions from enabling to inspiring values of propositions. In Uber case, Uber inspire the customer to new value propositions that commonly was customer problems into their solutions. New value propositions become new sources of revenues.

How to learn technology to go beyond who we were.

  1. Digitised is NOT digital.

Digitised makes operational excellence. The transformation was started in the 90s involves instilling integration of system and much more discipline around core transaction and back offices processes. Making more efficient and effective improving the customer experience. The integration are in place.

Are your company digitised yet ? If yes, then your company is ready to go digital.  When you are ready then you can then go to the next step, building business innovation by empowering people through projects experiments and execute digital offerings to the customer. Through these projects we can offer to our customer new value propositions and then we learn how to make new revenues streams through new products and services offerings.

Example Amazon,

  • social technology inspire customer to do books reviews
  • analytic technology inspires customer to do share testimonials on books
  • mobile technology inspires customers to do easier buy using shopping cart
  • AI technology inspires customer to make their lives easier and more accessible

 

So the steps in articulating your digital vision,

  1. first, learn the technology that can serve your business,
  2. second, digitised your company so that you are wholesome in effective and efficient as an organisation. This means being resourceful in both technology and people. And then,
  3. third, start doing experiments that can deliver new product and services offerings from the new and improved value propositions that manifest opportunities as source of revenues.

So, where are you on your digital journey ?

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

Sample Case – Harvard Digital Community Management

March 20, 2019March 24, 2019Leave a comment

Bahasa Indonesia version

Pertanyaan yang sering ditanyakan dalam penggunaan social media kepada saya atau kami berdua di Bangwin Consulting adalah,

“apa panduan yang paling penting dalam ber-social media ?

dan jawaban kami selalu adalah “maturity” atau kedewasaan.

Tidak ada bahasa atau penjelasan yang lebih nyata dan tepat selain kata tersebut.

“Tapi mba, aku  kan pengen menjadi diri sendiri”

atau,

“masak aku ga bisa jadi diri aku sendiri seperti halnya kenyataannya di dunia nyata?”

Pada akhirnya, kita memang tidak pernah bisa menyuruh atau membuat orang untuk melakukan sesuatu. Karena seringkali diperlukan sebuah contoh dengan dampak balik atau consequences yang jelas dan nyata di depan mata. Dan juga pada akhirnya pengertian seseorang pada umumnya bertindak sesuai dengan pengalaman dan kematangan seseorang.

Saya baru menemukan video lama yang tayang 1 tahun yang lalu dari Today News berjudul, “Harvard revokes at least 10 acceptance over offensive postings”. Tentang bagaimana sekolah prestigious seperti Harvard mengelola digital community mereka sendiri untuk menjaga values dan kepercayaan yang telah dibangun sejak lama bagi sebuah insitusi edukasi memberi kesempatan untuk membentuk individu-individu yang  luar biasa.

Pelajaran yang dapat dipetik dan pemahaman mengenai pengelolaan digital community. Bagaimana manfaat yang dapat diambil melalui pengelolaan digital community pada suatu insitusi terpercaya seperti Harvard.

Untuk mendapatkan mahasiswa terbaik tentunya ada spesifikasi dan standard tertentu yang perlu dimiliki oleh calon mahasiswa. Untuk menjaga image nama besar dan baik Sekolah Besar Harvard, sejak awal proses pendaftaran, para petugas pendaftaran Harvard melakukan pemeriksaan gaya hidup para pendaftar mahasiswa baru melalui jalur social media sebesar 35%. Sebanyak 42% diantaranya ditemukan mencelakakan para calon mahasiswa tersebut.

Pada kenyataannya, generasi jaman sekarang adalah generasi yang telah hidup dengan social media selama hidupnya. Celakanya, seringkali kegiatan posting meme atau image foto dan video yang offensive atau penyataan yang awalnya untuk bersenang-senang dimana berlomba-lomba untuk menunjukkan ketajaman dan paling lucu sering kali menunjukkan tidak dewasa dan kurang memilki penilaian yang baik.

Hasilnya, kegiatan tersebut secara langsung dapat berakibat secara langsung bahkan mendiskreditkan sekolah atau organisasi tersebut. Pengertiannya, universitas representasikan suatu bentuk image dan para mahasiswa yang mewakili insitusi tersebut harus dapat refleksikan image tersebut.

Akibatnya, mahasiswa sewaktu-waktu dapat dicabut kesempatannya untuk menjadi mahasiswa Harvard dimana keputusan tersebut tidak dapat dinegossiasikan dan merupakan keputusan yang final.

English Version

One of the most often question being asked over and over again to me or to us Bangwin Consulting is,

“what is the most important guidelines when doing social media ?

and our questions are always the same, “maturity”.

There are no language or explanation more realistic or right way to put it other that that word.

“But, I want to be myself”

or,

“why can’t I be my own self like when I am in real life?”

In the end, we can never make someone do as they are told or make someone do something. What we can do is advise and make the best sample to back up that advise. As most of the times we need samples that has impact or consequences that are clear and real and sometimes what we can witness in front of our eyes. Dan sometimes the understanding of oneself usually would act upon the level of experience and maturity.

I founded an old video that was shared a year ago from Today’s News titled, “Harvard revokes at least 10 acceptance over offensive postings”. About how the most prestigious school like Harvard manage their digital community on their own to preserve their values and trust that was built so many years ago. An establishment that gives opportunities for exceptional individuals.

A lesson to learn and an understanding of digital community management.

How this can give benefits through a sample of digital community implementation study case by a trustworthy institution like Harvard.

To get the best candidate of students of course there are many list of specification and standard requirements. To preserve the good name and image of Harvard, from the start of submitting an application. It was warned before, that in general 35% of applicants are surveyed across the country to check each of their social media by college administration officer’s. 42% of what they found had hurt the applicants, facts given.

The reality is, these generation are those who live with social media their whole life.

Unfortunately, most recent findings they often post are offensive images and statements. Having fun with memes, demonstrating lack of maturity and clear judgement. As it started as a fun experience, trying hard to prove themselves as the sharpest and most wittiest often shows immaturity and lack of good judgement.

As a direct result bring discredited towards the school or the organisation. The understanding is, the university represents a certain image and those who wants to be a part should embodied and reflect that image as well.

An applicant could be revoked at any time for any chance to join Harvard whereas these decisions are often final and cannot be negotiated at any cost.

Tyas is now Partner Consultant and Trainer on Digital and Social Media at Bangwin Consulting, Freelancer, Writer/Blogger, Podcaster. For project enquiries, tyas@bangwinconsulting.com

Bangwin Consulting

February 13, 2019November 28, 201963 Comments

Hello friends.

Bangwin Consulting is a consultancy for online business based in Jakarta, Indonesia.

We enable digital transformation and presence for company and personal.

BangwinConsulting provides a service of consultation for those who wants to start entering the digital world or in progress with undertaking the basic community management concept known as Digital Community Management.

With the rise of digitalisation in Indonesia and also disruption economy that uplift a new way of business we discovered a gap between the understanding of social media management, digital marketing and monetisation.  

Understand the importance based on aspects of business it becomes the main reason for Bangwin Consulting and team to take the responsibility thus specialises in the world of internet.

Our Services

  1. Knowledge. Customise syllabus of learning series. As trainer and coordinator for Talk show, Workshop, Training sessions for any corporate or group on digital & social media.
  2. Project-Based Digital Transformation. A partner for your online business transformation.
  3. Resource Management. Partner with other experts and support in digital headcount.

Founder dan Principle Consultant, Abang Edwin Syarif Agustin, known as Bangwin, started learning the internet since 1994. He is an influencer blogger/writer also vlogger, podcaster and also keynote speaker. Bangwin helps leading brands, companies big and small, communities, personal, and startups develop digital transformation for their business or a personal brand.

Partner Consultant, Tyas Handayani. A marketer background in communication, advertising, branding, e-commerce and social organisation. Experience in leading digital transformation and change management for corporation as well as social organisation. Tyas is also is a blogger/writer whose passionate in sharing knowledge. She has expand and built a new Podcast series that she named, Mindshift.

For project enquiries : tyas@bangwinconsulting.com or bangwin@bangwinconsulting.com

Next, read :

  • articulate your digital vision
  • not one media platform
  • why digital community ?

Empathy is the key to relevancy

March 22, 2018December 20, 20181 Comment

Have you ever met someone so skeptical about the real world disruption? Or maybe someone who is not in the moment and still believes in business as usual. Who does not understand the importance of being relevant. And there are some people even feel no interest in catching up.

If you asked me, what’s the most challenging thing as a professional, is to keep being relevant. Keep up with the knowledge, information, technology, the trend and so on. Keep in the know about what’s in, what’s relatable nowadays, that keeps on changing in such a fast pace. But that’s me.

On the other hand, for brands or company nowadays realizing we no longer can do business as usual. Innovation and culture shift takes the lead to a new norm and define a new mindset and also taste.

On Brian Solis recent article at the medium, in pursuit of relevance, the meaning of relevant these days would challenge organizations and executives to keep up with the evolution simply because organization culture is more rigid than they are agile. I can relate to this as I have also experience twice in undergoing change management when I had to lead a digital transformation and also for a social foundation to build a new based service for Indonesian children with cancer from underprivileged families. It is not easy. People inside the organization are more risk-averse than they are progressive. However, realized or not by the management, customers and employees are changing as times, trends and tastes evolve.

The challenge is in the people. For some company transformation might become a never ending process.

“The only way to do so is to invest in a leadership culture of empowerment, innovation and the pursuit of relevance” – Brian Solis

But how ?

To tell you the truth, I always find myself looking for answers from Brian Solis blog or articles. To find relatable learning that he might have gone thru. For me GaryVee would be my therapist (LOL). Whenever I need to get a check from reality I go to his Instagram and then I’m good :))

Anyways … the answer I got from Brian Solis video was so simple that it just hit me.

The answer, start to be empathetic.

Just so you know, what is empathy.

The difference between empathy and sympathy.

Everything about change is difficult. Put yourself in each other’s shoes. And try to figure solutions together. At least try. Because once you see the outcome eventually is great. Why, because it makes you more humancentered. After all we are all human beings. We are moved by their story and thats what we are made of. Feelings. Even business to business situation that you will find there are human beings inside that clutter of mess. As Brian shared on the video .

Make people feel inspired from what makes people relate to change as it becomes a human story. It’s about the relevancies from someone who can relate towards your business and support that relationship in every facet of the journey.

Whichever side you are in this situation, you cannot be customer centric if you are not empathic, being that “undercover boss moment”.

Update 20.12.18. to this post after reading this article on linkedin, about how empathy map could set up common grounds for multiple UX designers. It emphasis on what it is related to any human-centered design practitioner, empathy is the first and foremost element that should be determined before going to other layers of process. As the principle of human-centred design gives us the safety net to not produce a top-down solution, empathising with the user we design the solution for will avoid product failure

So dear friends, human to human, lets learn more so we can understand and then be more empathetic.

Thank you for reading !

Read also, Playing catch up on disruptive era

Digital and Social Media Team

January 12, 2018May 7, 20186 Comments

What are the role and responsibilities of the Digital and Social Media Team?

  • Companies and their change agents still face big challenges in the pursuit of digital transformation, including a lack of digital talent and expertise (31.4%), the perception that digital transformation is a cost center and not an investment (31%), and general culture issues (31%).
  • While companies are making attempts to modernize employees’ skillsets for a digital economy with new training programs (62%), only about half are investing in new digital talent. The employee experience is a crucial, yet often overlooked element of a successful digital transformation.

As a continuance of the Centralised Digital Services post #7, we now enter discussions on how we manage our skilled human resource, the Digital and Social Media Team. These guys are the ones who live and breathe digital and has the necessary skills that needs attached to it. Because they are the ones who sew it all together; digital and social media strategist in customer experience, user experience and user interface. Above all, they are the change maker.

With all the challenges we’ve met,

Challenge 1. Representative of the brand online, channels, functions and voice.

Challenge 2. Everybody wants to go online.

and with the services that we need to provide, we divided our role into 2 parts. A main role and a supporting role.

  • Main Role. A programmed activities or regular routine, we call Always On activities.
  • Supporting Role. By Request activities from based on any tactical, a request that came in, from campaign based activities, a supporting project, digital asset developments or simple announcement.

Each role has 3 aspects that are essentials to support each brand online presence

  • Digital Community Management

Everybody has a role as the dedicated admin that could serve as the representative of the brand and channels of the brand, to be voice on editorial and activity online. And on this part each digital assets or social media channels has their own digital community management based strategy.

We would also require to deliver planning for digital activation for any thematic or tactical needs that are suitable and based on the digital community engagement level at that time.

Manage to do online listening, monitoring and deliver monthly and by request reporting on the digital and social media side of marketing and communications. This is why hootsuite becomes a valuable tool for us managing all digital communities at once. It is hard to manage online manually. That is why we would start and also use free tools to support in managing the all the voice at once.

  • Digital Asset Management

We are the care taker who operated and manage by digital and social media channels based on the agreed digital big picture plan. The digital big picture plan is important to identified to make us understand what is ideal for the owner for the brand versus how they serve the business. Building the digital assets will required stages in developments as we are also the project leader for any digital asset developments to manage the digital big picture that required User Interface and User Experience information identified and also the required road map planned ahead.

  • Content

Editorial management and developer for each brand’s online presence with always on thematic content to support, yearly, monthly, weekly and daily feeds and also any by request content. For content to fit in with the audience it needs strategy. Not just saying “Good Morning” each day or executing 3 post on a channel.

For content material we partner with the creative divisions mostly for design based content. But for the editorial transcript we manage to produce on our own. So we have also the ability to write and storytelling as we execute to each channels including words for SEO.

All three aspects, digital community, digital assets and content management must come together and sync in harmony. That is why it is important to have structure and strategic thinking. To have discipline and be detailed.

The above content strategy architecture is from the Altimeter research. And the concept on how to orchestrate it all together.

Based on our learnings of facts from the Altimeter Research from Brian Solis, essentially what we need for digital transformation on any organisation are,

  1. The People meaning the leaders, the champions, the change maker, the change agent and also the teamwork
  2. Orientation which means the directions and guidelines.
  3. Understanding the Work Process and in my case to support the digital architecture connected to the business.
  4. A firm agreement on the Objectives, why and what.
  5. Discipline on Structure in seeing everything and managing to make sense in as efficient and effective as possible.
  6. Insights and intent gathered and identified each project or from incoming inputs.
  7. The Technology itself, understanding the the concept the tool or the asset.
  8. And at the end the Execution is what matter the most, implementation, learning, monitoring, and so on.

But the real key for me based on my learning experience is that going online means you got to tidy up your offline. Because there will never be any digital transformation if your business is not ready. As a company, or as a brand.

I would like to take this opportunity to introduce the digital and social media team members who make it all happened. Due to the change in business strategy at PSF, we are no longer work together as a team. Yet we maintain our friendship. I am very proud as they became their own leader in their own way.

Muhammad Fikri

A true community leader and one of the best in his field. Only Fikri can manage to have the network, the relationships, the skill and the knowledge to build communities engagement with most of the communities in Indonesia including bloggers and netizen. Fikri resigned from PSF for a scholarship program as he pursue his Master’s Degree in the Netherlands.  Fikri is now the Head of Community Management for BukaLapak, one of the largest social commerce in Indonesia.

 

Noviana Eva

Eva continued to join me at Pita Kuning, a foundation for children with cancer from underprivileged families as Marketing Communication and Community Manager. Now she is the Product Marketing Specialist IUWASH PLUS at USAID still in the social industry.

Kristin Amelina

Passionate in helping other, Kristin initiated a savings box for whoever came in late has to donate money. Each month the money goes to Save a Teen, an education program for gifted smart teenagers from underprivileged background. Now Kristin is the Deputy Marketing Manager at Beritagar.id.

 

Angga Permana

Angga is now living abroad at Kuala Lumpur, Malaysia as Editorial Content Team Lead for iPrice Group Sdn Bhd. A superb writer, Angga was our very own private English teacher for our team. He has helped his peers to learn English better every week when we were at PSF.

 

Asep Trisusanto

Acen has accomplished so much after PSF. Producing 2 books, climbed Mount Everest, Anapurna and as founder of Jalan Pendaki, a community based brand is taking it to another level, now going ecommerce. Acen is now Head of Social Media at Beritagar.id.

Muhammad Bari

This smart dude, started out as an intern. During those time he manage to graduated from the University of Indonesia. This soccer player is now the Digital Copywriter Supervisor for PT Indocare Citrapasific.

To learn more about them click on each of their names.

The dream team

Thank you. Thank you. And thank you for reading all my series of #TyasDigitalProject posts. It was truly one of the best adventure I ever had. Off to the next now 🙂

See you on my next post !

Read also, #TyasSocialProject

Read also an article from cmo.com on “How the people behind digital transformation drive change from within.”

Tyas is now Partner at Bangwin Consulting, Freelancer, Writer and Trainer on Digital and Social Media. For project enquiries : tyas@bangwinconsulting.com

Centralized Digital Services

January 12, 2018October 30, 20182 Comments

#TyasDigitalProject #7

What is the Digital and Social Media Division Roles and Responsibilities ?

  • Based on page 9 from the Altimeter Research, executives and senior leaders now drive Digital Transformation Initiatives. Change agents are heralded as the
 human sparks for the digital transformation of an enterprise. Champions for digital transformation are on the front lines to comprehend the impact of and potential for disruption in their work and their organisation at large. Change agents are instrumental in moving organisations along
the maturity model from the Business as Usual stage through Present and Active.

  • On page 28 from the Altimeter Research, Steering Committees on the Front Line of Managing Digital Transformation. The earliest forms of digital transformation take root in pockets and corners throughout a business as change agents experiment with digital possibilities in their own work sphere. As they learn and gain traction, they seek to enlist colleagues within their group and supporting business units.

The above facts from the Altimeter shows how it should happen ideally on an organisation. On our case, there was no Steering Committee just support from the management leaders on any initiatives done by Digital and Social Media team.

Based on my experience, Digital and social media division was part of the Centralised Marketing and Communication Department. Previously, it was an initiative from the PR division to support any communication requirements through online. Being with the new division set apart, we need to define the new roles and responsibilities of the Digital and Social Media Division. It would also define based on what was agreed on the management meetings on the first 3 months I have arrived at PSF, the findings of the current condition of the organisation and what was the needed on our daily basis or the requirements knocking on our door. But first we would also should reflect our role with the roles given by our peers at CMC, brand management, PR and creative division. As we understand, we are a team of services and so any KPI of the digital and social media division will reflect theirs and vice versa. And when we look at it a bigger picture, also as part of the organisation. We must never forget that any projects or any activities that has any goals towards the mission will be reflecting each other KPI’s of the organisation. The main goal is good management, as efficient and effective as possible.

Let’s talk about the challenges.

Of course the scope was mainly marketing and communication. But we understood very well that we can never be avoid the outcome on whatever activities or information we throw out online. For example, any question regarding donations or tuition fee or any customer services matter and so on, we need to be ready. We cannot neglect them; we need to know what to do, and we have to answer them no matter what. No matter if we provide the actual service on offline or not. When you open the faucet; water will come pouring out. Once you open the online channel, your audience would always use easiest access to ask or share a point of view. That is why Customer Experience is very much needed to understand however the offline is ready or not. The main objective is to be prepared. Know what do to, where to go and how. Because at that point, the misconception is digital = marketing, only. Challenge 1.

In addition to that, managing digital and social media was that not necessarily only managing the digital channels itself but also managing the people on each channels, their incoming questions, their feedbacks, the voice, networks, the relationships, the perceptions that arise, the discussions, and so on. In this case, the same level of importance is to manage the followers or we can would describe them our audience on each channel. And the way to manage them is similar like handling a community.

Crafting a Digital Strategy, by Altimeter.

Challenge 2. Looking at the whole picture, ideally each brands are responsible for their own channel. Granted that everybody wants to go online. It was an argument of division of the responsibilities, the understanding of whose budget for any online activities meaning the budget priorities, and catching up on the knowledge. We must move forward, and we cannot wait. So we had to make a decision, but with whatever the action that we obtained, I was determined to make it a learning process for all, and not just for the Digital and Social Media team only. Having that as one of the goal, the service support we provide will also need to accommodate whatever was lacking while the organisation begins to learn.

However small the Digital and Social Media Division was, the answer to the above challenges is management resource. Centralised Digital Services is how we support through skilled human resource, managing production and tools. Based on the above findings, we have managed to established the structure of support services as follows,

  • Centralised content management

We manage, develop, execute editorial content for daily social media feeds based on the Thematic Yearly, Monthly, Daily messages that needed to be always on regularly. We also provide any by request editorial content that needed to be announced or activated on social media from any functions of the brand. Including, supporting as live reports and article coverage.

Editorial plan management that are centralised are important as we match each brand’s thematic message or campaign that fits in with the aiming and agreed yearly goal or KPI of company. We should always look all the view it in a bigger picture yet develop it suitable for each brand agendas. The goal is to match all correspondences to the same voice consistently. At least for the 1st step, when who we are should represent the digital community that the company or the brand wants to attached, identify the content itself as it the key currency to open doors and building a strong platform for its online presence, through communication itself.

  • Centralised maintenance and new developments

With so many digital assets to manage, we started to search vendor that could support more to the technical aspects. The role to support are not only new developments but also maintenance upgrade. With centralised maintenance support we were able to reduce cost from 15mio rupiah per month to 2 mio rupiah per month per main website.

Our partner, Gagas Imaji, made a management tool for us and any other department to file in any projects or any needs regarding digital. It is to support us to manage better in the end. This tool of course makes it easier to manage the monthly quota for maintenance needs, understand the progress and workflow . And this is also to support procurement policy that we needed to comply.

  • Centralised payment gateway

With 10-14 brands on the go, understanding the needs to be ready for customer experience we initiate a partnership programs with payment gateways with us corporate level. That way, everybody can use the services and it will save time and hassles. These partnership learnings involve IT, Legal and Finance department in which the we spearhead the project. For customer to be able to donate or pay their tuition, now or then, it was initiated for us to be prepared. Truth be told, it was one complicated project and it took so many back and forth never ending meetings. However happy to say both division was so supportive and eager to learn. At that time, the payment gateways ready for PSF was Paypal, BCA CC & Recurring and BCA KlikPay.

  • Centralised digital partners

We started to connect with supporting partners to support and try to cater the needs for each brands. Trials and learnings to understand more about social media management tools and also online data management tools. the exploration alone took us at awe of the learning and most of all t he possibilities of what we can do based on the investment alone.

Questions like, what they can do, what are their services and advantages, what is the difference between directly partner with google and media agencies, plus minus, the comparison between products, and so on. With Hootsuite, we got a good first starter deal of discount package, many thanks to Tommy Galantomos, Alex Tangidy and Crystal Jiang for your kind support, trainings and endless skype call and google hangouts, you guys were always there for us.

And in the end, it is all about the network we need to build and established that one day should benefits us.

  • Centralised Digital Community Management.

We manage digital communities for each brand and ensure the consistent voice on each online channels, therefore we are the admin and we have the ability to moderate, listen and manage the audience on each digital community on each channels.

And to serve any functions going online, we are the also the online representative that coordinates with each functions of the brands that provides offline. We initiate for each brands or business units to work together through a draft agreement of service level.

To support this function we have an additional role that we provide. A direct access and network of social communities related with the organisation. We manage and build relationships with bloggers, netizen, leaders and activist from many social communities that relates with our pillars in PSF.

We have four pillars to serve. And each pillars has their own initiative activities. From education, women empowerment, entrepreneurship to compassionate relief. Indonesia is a large country with an exception trait and characteristic. Kinship, togetherness, a part of the family. We like to get together. All the time. We love to come together as opposed to standing alone. We love to be associate with a group as part of the family. This is why we have so many sorts of community based activities around Indonesia. And that is also why Indonesia users based on social media are mostly higher than other countries.

Social media again as a technology channel that is user based tool. And to manage all the voices online is just like managing a community. That is why we started to hire social media specialist or we can say passionate people of social media that is also a part of many community. They known and is a part of a social movements or community. So when we need to engage or other departments needs a certain type of audience it is easier to approach and invite.

Along the way, the team, initiate an opportunities that could bridge together between netizens, online influencers, senior bloggers with PSF as an organisation. Certain activities of PSF Bloggers competition and PSF Senior Bloggers and Influencers Gathering allows us to build relationships, introduce on a personal level, share our side of the story, and explain what we do, why we do it.

Indonesian Senior Bloggers and Online Influencers. Above, Left to Right, Bangwin, Moltulz, Kreshna Aditya, Ndorokakung, Amril Taufik, Iman Brotoseno, Didi Nugrahadi, Below, Left to Right, Ainun Chomsum, Valensia JustSilly, Simbok Venus.

PSF that was previously known as far out there, nobody knows who you are, got a chance to share our story of what we envision and the missions through PSF Pillars. The first level of engagement was surely established after this. Engagement here means, get acquaintance, a comprehensive knowledge, build relationship. Of course what is important to understand that how this relationship could grow for later opportunities like collaboration in the future or would become more easier for PR team if need for a crisis. It is also important that it allows everyone from PSF to start building that relationship however it was initiated by the Digital and Social Media team.

PSF Media and Bloggers Camp

Obrolan Langsat to introduce Bait Al Kamil.

The edubloggers. A group of bloggers that is passionate about education in Indonesia

So based on the ability of Digital Centralised Services, we were able to identify the layout all establishments from from digital infrastructure development to digital activations and implementation support.

And as result, on the last year we have accomplished this.

Next, the Digital and Social Media Team.

The Mapping

January 12, 2018January 12, 20183 Comments

#TyasDigitalProject #6

How to map out the digital transformation for the company.

  • Customer Experience (CX) remains the top driver of digital transformation but IT and marketing still influence technology investments.
  • Only half (54%) of survey respondents have completely mapped out the customer journey.This means that many companies are changing without true customer-centricity.

These are the key findings from the Altimeter Research, somehow I feel this quote from Seth Godin suits where we need to start.

Because then the question next is, why do you need to make this product. Or this program. Or this initiative. Why this is good. Do you know who your customer is ? Are you building a business for money or to make a difference ? And in then end, what kind of solution are you giving to your customer ?

I could go on and on but I feel we can understand that product and customer is inseparable. And the customer journey in matching solutions or value to your customer will never end. And so there is a need to understand clearly. What is Customer Experience or Customer Journey ?

What is the difference between Customer Experience and User Experience ?

Article Title : Customer Experience vs. User Experience: Why the Difference Matters

As the above picture based on linked article stated, the customer experience represents every step of the journey from when users are running price comparisons, to when users try the product, to when users may resort to customer service if their needs aren’t met.

The UX is the customer/user’s experience with a specific product, for our purposes, a website, app, or software. The design of the interface — its usability, information architecture, navigation, comprehension, learnability, visual hierarchy, etc. — all combine to create the UX, whether positive or negative. The goal of the UX designers, then, is to make sure the brand designs products that solve the right problem in an efficient and enjoyable manner.

Now, yes Digital and Social Media division role was to serve the Marketing and Communication department in the first place. But I learned that marketing is just one part of the equation. An integral part nonetheless but just one part. At that time, I knew that we just need to start at one point. I do feel it’s ok to start with marketing or any other parts of the organisation, for example with PR or customer service. As I have always said in many occasion, we gotta start from somewhere.

Now why is this understanding important. Why not concentrate with just marketing and communication. Again and again, I would always say, that when a brand is opening itself to online it is just like opening a faucet. Other questions that might not be just about the marketing campaign or the thematic information would enter endlessly. And we can never neglect that. After all, using a brand name represent everything that is to the brand. However it does not mean we have to do everything. Every single function to the organisation. But being someone who understands the possibility means we need to manage it well. In objective to manage our audience expectation well.

And I do believe as we learn more from the process of digital transformation, we learn from the opportunities that benefits us, we would want to invest more to the next stage of the digital transformation process itself. Most probably with all division to take part of the digital transformation, maybe start up a committee or one day digital and social media would be a department itself. This is me thinking out loud, thinking forward and visualise the future.

Based on the fact that digital and social media is a tool to accommodate a pathway of customer experience or a channel to opportunities like sales, customer services, marketing etc, we need to understand how it works, starting from the business process.  It would also take some understanding on how a company understand their customer. In this case how Putera Sampoerna Foundation process a social initiative or an education program. When we understand how this business process from A to Z, therefore we then understand how one product connects with another product and becomes a representation of the missions in serving the bigger dream, the vision. I hope I’m making some sense.

Of course seeing something missing or identified things lacking of a certain proses is normal. And wherever we go we would seek ongoing process of inputs and planning or implementations of adjustments. However, it is not rare that my findings are becoming another different challenge that actually are not within my territory.

For the record, the IT department was truly a great partner for the Digital and Social Media team. I guess geeks do stick together.

Eva, Pak May, Kristin

Putera Sampoerna Foundation (PSF) has 4 pillars to activate their missions which are education, women empowerment, entrepreneurship and compassionate relief with 10 total social initiatives brands ; PSF Corporate, Save a Teen Program, Sampoerna Academy, Sampoerna University, Koperasi Jasa Siswa Bangsa, School Development Outreach, Indonesia Berkibar, Sahabat Wanita, Mekar, and Bait Al Kamil. And everybody wants to go digital.

To be able to plan and develop anything digital it starts from screening, identifying and understanding all the things, the process of the business, but also to understand the brands, each parts of the organisation, the insights, what is what, why is why and so on.

All work processes are established mainly to serve each purpose together and become one collaborative effort as an ecosystem. And in an ideal situation, when we are able to identify and agreed each customer journey of each product or program, we are able to build and map stage by stage. And then, to develop a road map that works for everyone as effective and efficient as possible. That is the ideal way. Most of the times the sequence on getting to understand the journey or getting the information are not in ideal order. So in my experience, for a certain project the development of the digital concept are based on the business objective.

Sometimes as i gathered all the informations, I began to divide them into different compartments. In my head, in my notes. Some might be important, some might be useful for later, will see. It’s really important to have structure, one to understand the basics, why and how and secondly to make everything become sense as we relay back to the objectives on each projects and of course the company.  Digital channels whether functions to be as a communication tool or for any other supporting process for example customer service, sales or anything else, in the end has to link to a purpose. And for a corporation with many brands, business units and supporting operational units working together based on the company’s mission, it is crucial that we have the digital architecture identified based on the customer’s journey.

As digital and social media are only channels based on my learnings this allows me to foresee and understood better, the actualisations of each brand and all supporting functions of the organisation. Understood what is systematically missing.

I was in a situation that I felt compelled to make things better. Or to do the best that I can do. However i was very much supported by the management when it comes to implementation or doing the actual work it becomes tricky and full of challenge. Knowledge management was one of my identification and recommendation that I raised on my first year. Due to many changes happening like staffs turnover or changes in brand identity or change in business strategy of the company. Lesson learned, knowledge management was implemented on my next project at Pita Kuning. This is the same reason why I had to initiate the development of digital and social media guidebook, crisis guidebook and policy. Sometimes, things just needed to be push forward.

At the same time, I found The State of Digital in Companies by SocialBakers

And I used this to guide where we were on building digital and social media for the company. At my last year, there are points of stage that has already entering 2nd and 3rd stage. However, some status on the early stages was not entirely there yet.

I cannot say that I was able to identify the whole Customer’s Journey for PSF. And I will not share the actual digital architecture of PSF here. However I will share what the digital architecture was build upon. It was built based the the needs of marketing and communication purpose on all brand, how it connects with each other and continuously updated regularly based on these status :

  • What the brands it stands for
  • What are the Digital and social media channels of each brands. Such as, Main websites, supporting websites (microsites, blogs), applications, social media channels, internal channels or supporting tools.
  • The mapping connection between each brands and its channels all  together as a journey.
  • The numbers of digital and social media channels on each brands and all together including supporting channels was identified.

The developments of digital channels infrastructures, learning process, education process was done simultaneously all together and it was truly one hell of a ride. And that is why the digital and social media team was able to learn so quickly. Our learning curve was the implementation itself.

Through the help of Gitong from Gagas Imaji our web developer agency we had the opportunity to meet with Dondi Hananto. And he shared how and the stages in digital assets development really relies on the customer journey itself.

 

“Building solution through product management really is the fusion between technology, what engineers do and the business side”, Marissa Mayer.

 

 

And in the end, based on my learning, if we have reach to a point where we are already managing all functions of the brand through online and we have also managed our target customers through online, is when we are ready to monetise the situation or digital community.

Next, the Digital Centralize Services.

.

 

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