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Sep 24 Posted 2 years ago
Recently attended a semiar about social networking in the workplace targeted at HR professionals and it was very interesting to see their take on it and how companies are approaching the misuse of social networking. I believe that social networking should be integrated new employee orientation programs so they act as brand advocates and know from the start how it should be utilised to the companies benefits.
Aug 14 Posted 2 years ago
We have various departments represented, like Legal, IT, HR, Communications, customer care, as well as the marketing departments of our business areas, and we meet every 6 weeks.
It's a big group!
Aug 14 Posted 2 years ago
Great to hear you're already handling social media very well since 2010! I think you're still way ahead of many other companies with regard to social media strategy.
If you want, I think it would be very interesting to know how exactly you work at Philips with regard to social media. Do you really work with representatives of each department?
Oh, and thanks for the comment. I'm a big fan of feedback :)
Aug 12 Posted 2 years ago
Great post. At my employer, Philips, we started a cross functional group in 2010, and it works very much like you outlined. I fully recommend other companies to follow the advice in this post, especially if you are not using a "hub and spoke" organisational model with your social media activation.
Jul 24 Posted 2 years ago
Great post, Lien!
Social media is beneficial for so many departments within a company - not just the marketing team. I'm the Community Manager at Conversocial, a software-as-a-service tool that allows companies to monitor the messages they receive on Facebook and Twitter in order to deliver customer service through social media. We've done a lot of research into what customers want from brands on social media, and it all boiled down to the demand for two-way, B2C engagement. To use social networks solely for posting marketing messages isn't using the platforms to their full ability.
Some businesses have multiple Facebook and Twitter accounts in order to separate marketing messages from customer service ones. For example, UK supermarket brand Tesco has two Twitter accounts - one for posting promotional messages, and the other for responding to customer complaints and questions. When you're limited to 1,000 messages per day, this works very well. You're entirely right that there's no doubt that people will get in touch with companies on Twitter and Facebook, so they need to prepare for it accordingly.