So one of the big headaches that comes with social media inside large companies is that you often have too many departments that are each operating various platforms and activities, most of which have feedback channels enabled (comments, messaging systems, etc). So, true story: a large business software company had a blog, a Facebook page, a Twitter account and a YouTube channel — all of which were being run through different departments — and all of which were receiving AND answering the same exact questions (sometimes from the same people) in all four places. I mean, I’m all for good customer service, folks, but this is a great example of good intentions working against your business. And it’s exactly this sort of thing that amplifies the challenge of decentralized strategies and programs.
April 24, 2009 at 4:20 pm
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The Inefficiency of Social Media | media guerrilla [link to post]