Master of your (Social) Domain!
Whose domain is social media within the corporation?
There has been a lot of discussion about this in the blogosphere. I previously argued that social media has become a multi-purpose communications medium, like phones are, and that social media is impacting several business functions and departments in the corporation, not just PR. One of the business functions that will be increasingly impacted is customer service/support. Customers are now reaching out with questions, compliments, and complaints using the social web which (to make the point) I called the Social Phone in a previous post, “Answering the Social Phone“. My friend Chris Brogan liked the analogy and articulated it much better than I in his post, “Social Media Tool Are Like Phones” which garnered some interesting conversation in the comments, as most of his posts do.
I was discussing this with my colleague, David Alston, today and he decided to turn on the Flip camera, snag some of the conversation on video, and posted 90 seconds of it. Someone had asked me if I thought that customer service should engage customers on the social web so I shared my thoughts on it plus the special skills & role that I think PR professionals can bring as customer support expands to deal with this new customer conversation channel. Here is the video… what do you think?
October 9th, 2008 - Posted in Social Media | |
on October 10th, 2008 at 12:43 am
Marcel, I think you are right about the need for both customer support and PR to take a lead role in social media. A recent study by Cone suggests that 93% of social media users expect companies to have a presence in social media as they want to engage with brands online, http://twurl.nl/xudce1