Report: Social Media Readiness: How Advanced Companies Prepare
August 31, 2011 Leave a comment
Today Altimeter Group released study today on Social Media Readiness at Corporations and there is some good information here. Many companies have come a long way when it comes to social media, but there is still plenty of more work to be done.
They conducted interviews with 144 Social Media Managers, 63 Corporate practitioners, social business software and solutions providers. Furthermore, they analyzed 50 reputation management social media crisis occurrences since 2001. Their executive summary explains the problem the report goes on to explain the four main components these advanced companies had in common:
- Baseline Governance and Reinforcement: Established and reinforced a corporate social media policies and guidelines that empower employees to participate externally on the social web and also protect the organization
- Enterprise-Wide Response Processes: Defined processes for rapid workflow and engagement with customers in social media i.e. crisis communication, customer feedback workflows, etc.
- Ongoing Education Program and Best Practice Sharing: Fostered a culture of learning through ongoing social media education
- Leadership from a Dedicated and Shared Central Hub: Organized in a scalable formation, with a cross-functional “Center of Excellence”
Below is the link to the full report on Slideshare