What we do
Dialogue Consulting provides solutions to a large range of problems or questions that our clients have about social or digital media.
Our key areas of practice include:
- Strategy development
- Social media audits
- Stakeholder consultation
- Research and analysis
- Platform analytics and measurement
- Risk management.
Problems or questions we’ve solved in the past for clients include:
- Developing social media strategy for an organisation, product or campaign. This might be for external-facing activities or internal networks (Enterprise Social Networks).
- Identifying what areas social media can be applied and integrated within existing processes, including marketing/sales, communications/PR, outreach, or customer service — based on customer feedback data or consultation.
- Building a risk management framework (compliant with ISO standard AS/NZS 31000) for social media use both by staff personally and the organisation as a whole.
- Training and support of teams or managers using social media platforms such as Facebook, Twitter, LinkedIn, YouTube or Pinterest.
- Auditing social media properties, including quantifying value or return on investment; customer feedback and research; sector benchmarking; campaign analysis or feedback; and the impact of a property on outcomes (such as website visits, sales, donations etc).
- Advice in selecting appropriate web platforms (both social media services and ‘owned’ platforms such as forums) for a specific use or target market.
- Research on a sector or target market’s use of social media and online platforms, either through market research methods or web research on existing platforms.
- Identifying key influencers online, including bloggers (for outreach campaigns), Twitter users or others – even Instagram profiles.
- Building the business case or brief for social media generally or a new property (such as an iPhone app), including business needs and requirements.
- Development and management of properties (such as a web sites or social media platforms) for stakeholder engagement and interaction.
- Events and conferences for those working in social or digital media.
Methods we use
Dialogue Consulting’s team comes from a vast range of backgrounds, and bring together skills from a range of sectors including communications, PR, marketing, business analysis, research, statistics, economics and journalism.
Each project and client is different, requiring flexible approaches based on needs and requirements.
Our methods are always based on producing data-driven and evidence-based advice to clients, whether through:
- Reviews of academic literature or ‘grey literature’ (information on websites or other platforms)
- Consumer or stakeholder research such as surveys or focus groups
- Stakeholder management methods such as interviews, forms or workshops
- Risk management approaches including from ISO standards such as ISO AS/NZS 31000 (Risk Management principles & guidelines) or ISO/IEC 31010 (Risk assessment techniques)
- Facilitation to identify solutions or strategy from within a team or group, including traditional or modern styles such as Open Spaces, World Cafe or Unconferences.
- Operational research — using both ‘soft’ and ‘hard’ modelling to produce models of interactions with stakeholders
- Social network analysis (edge-and-node) methods
- Business process modelling
- Project management methods
If you’d like to discuss how Dialogue Consulting would approach a particular issue or project you’re considering, please get in touch with us and we can provide a detailed proposal with our suggested approaches and methods.
Social Transformation Process
Dialogue Consulting has developed the Social Transformation process that guides many of our engagements. Each client is at a different stage, has different needs or desires and requires a different approach – but through each of these five stages an organisation can become successful in initial and ongoing social media use.
A key step to starting any social media process is the analysis of the conversations that are already occurring. Where are people discussing your organisation or topic of interest? Why are they there? What service(s) do your target audience use? What kinds of conversations are already occurring?
This stage involves analysing both existing presences (if any) but also external presences, including international examples, competitors or similar organisations, community-driven presences and more. The focus of the Analyse phase is to get an overview of where conversations are occurring, who is talking, and why.
Key to the successful implementation of any new process or presence is consultation, both internal and external. What business units or departments consider social media to be relevant to their roles within your organisation? How do they think it can be part of their everyday work? What do your customers/stakeholders think about your brand? How do they want to be communicated with?
The consultation process should be as broad as possible. Usually, this includes consultation with departments such as sales, legal and HR (especially for policy development), communications/marketing, customer service, community engagement and your executive team.
Every successful presence requries the development of supporting materials. This might include social media policy, social media strategy, risk management processes, training materials and more. Ideally all of these are developed in collaboration with key stakeholders (internal and external) through an open, transparent and inclusive process to ensure that as much input is provided as possible and ensuring that the plan forward is both sustainable, effective and has support from all levels of stakeholder (including upper management and those implementing the changes). A key part of this is identifying the tools, budgets, resources and process involved in using social media effectively within your context.
Key to any social media use is the training required for staff members who are going to be using the platforms. This might include training about day-to-day use of social media; training about online professionalism basic training for executives to understand social media and how it can impact your organisation; training in specialised areas such as evaluating social media or running online consultations and market research; or content development and planning. This stage should be heavily based on your social media strategy, which should include how you are going to roll out changes and manage risks. Internal stakeholders should be part of the process in deciding what training is necessary and required to ensure support for the training to occur.
Dialogue Consulting provides both implementation services (for your whole social media presence on an ongoing basis or just for a campaign), and support services for organisations currently implementing social media channels. This includes our 24/7 emergency support line, formal reviews with your social media team and ongoing advice on the best content or strategy to use to engage with your target audiences.