Hundreds of thousands of customer conversations happen on social media every day. Learn more about social listening on the next #SMTLive webinar. Register here.

Breakdown: Social Media Workflow, Process, Triage

Altimeter Research found that most companies lack a formalized process –and even out of the advanced, only 76% had a process in place.

Business Goals: The 10 Attributes of Successful Social Media Workflow

  • 1) Alignment with corporate goals and customer goals.
  • 2) Buy-in and agreement to the process from all involved business units in the organization.
  • 3) Few or no overlapping tasks and resources.
  • 4) Clear articulation of who will do what, when, where, and how.
  • 5) Organizational alignment through training, testing, and refinement.
  • 6) Integration with existing business systems, processes, and software in existing channels.
  • 7) A clear, easy-to-reference document with clear labels and requires little explanation.
  • 8] Scope includes all possible scenarios are included when to respond –and when not to respond.
  • 9) Periodic improvements on the process as the business evolves.
  • 10) Measurable business impacts report to all stakeholders on a periodic basis.

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