If we haven't talked lately, you might not have heard about the theme I've been developing. Last year, I was calling it "the management layer of social media," but I knew that was too geeky. So I refined it to "managing social media." While so much of the talk is about the big ideas and cultural changes surrounding social media adoption, this is all about how to make it work in large organizations. I expect to spend a major piece of the next few years on managing social media.
You can't manage social media!
If this were another post on how companies should listen and participate in social media, I'd be prepared to agree with the standard objection about loss of control. But I'm not talking about control. This is about what companies do internally to manage their social media activities. Just Do It is a great ad campaign, but it's not how things happen in medium or large companies.
Today, I'm sharing the general framework. It doesn't spell anything, but it can be fun to pronounce—especially if you pronounce both Ps...
OrganizationFor the Groundswell fans, this doesn't replace POST—it addresses a separate set of issues that come up inside the company. Issues that we'll get into in the coming months.
Connecting listening to business processes
The first topic is something from the process column, which I've heard as an issue from multiple sources: how to connect social media listening and engagement to business processes. I've encountered at least four different organizational approaches so far, all of which seem to work. I'm lining up the case studies for a report; if you know of a good example of a company that's doing it well, I'd like to know about it. (Yes, I know about Dell. We all know about Dell.)