As the evolution of social media marches on and more companies adopt it as a mainstream business tool, it is becoming clear that social media can no longer only be relegated to the marketing department, but requires a cohesive approach if it is to be effective and impactful. As companies scale up their use of social media on coming years, key areas where business leaders should take note include:
C-suite
The leadership in any organization sets the tone for the company and should play a key role in how they communicate with the world. Executives can share insights on the direction the company is taking, but also draw in feedback and insight from employees as well as customers and suppliers. The great advantage with social media is that it allows this to be done more directly and speedily, both internally and externally.
IT
Security is a key concern, the 2012 Norton Cybercrime report claims that 44% of users aren't aware that security solutions for mobile devices exist, and 40% social network users have fallen victim to cybercrime on social networking platforms. Such realities leave a company's Intellectual property vulnerable to attack and IT departments will have to take the lead in protecting companies from social networking related cybercrime.
HR
The 24/7 nature of social media means that your workers are busy on social media during their leisure time, but also when they are on their desks. It is important to understand how your people use social media and how this impacts on issues such as productivity. Only 21% of companies report having a social media policy or guidelines, leaving them vulnerable to a wide range of risks. In addition to drafting guidelines, HR should also take the lead in ensuring that there is across the board training, so that staff understand the opportunities as well as the risks and challenges social media presents.
Customer Service
Are you tapping into social media to answer customer queries, to respond to complaints and chase up on orders? If your company is not using these tools, they are missing out on a huge opportunity. Your customer relations managers should start to understand how social media works, how to integrate it into the organization and create systems to drive such services. Read Is your company ready for the social customer? at the bottom of this page, for tips on how to get started and How to use social media for customer service... from Kwazi Communications
Finance
For most companies, social media has been a line item that falls under marketing, however as the scope of social media widens, financial managers need to be aware of the costs of running a successful digital operation. Awareness would range from procurement of specific software, such as dashboards and other analytical programmes, as well as increased overheads in the realm of increased data costs as content generation increases. Additionally, the costs of staff compliment as social media teams are created in-house. Understanding the implications of this is imperative for any company.
Legal
While legislation around social media is still in its infancy, legal departments should be aware of the risks around litigation if staff members leak information, or if a suit of defamation or libel could arise. Lawsuits can become very costly, for example Symantec's 2011 Social Media Protection Flash Poll states that on average cost litigation costs for litigation due to social media law suits can rise to approximately 5 million Rand. With more and more employees on social media, the legal representatives of any organization should be ready to advise and act on any transgressions with clarity and certainty.
While the role of PR, marketing and communications in this arena will continue to intensify, the support and input of the other departments is key for reaping the benefits of social media in the long term.
