During our presentation, fellow podcaster and Boston Red Sox fan Albert Maruggi commented on how we were describing social media. His assertion was that our panel was describing to the audience a process for responding to social media not dissimilar to the operations of a political war room.
Political war rooms have teams of communications people who monitor and listen to the media and the public, respond to inquiries, and synthesize opinions to determine the best course of action.
Why don't more corporate communications departments run like this? Corporate communications is charged with controlling the message of the company. In the past age of unidirectional messages, that was a sound strategy. But in this age of over-communication, the very approach and methodology need to change to be able to sense and respond to inquiries arriving through various channels.
Are we ready for this?
Perhaps not. Have you called your company's call center lately or sent yourself an email via your corporate website? If so, how long did it take to get to you?
While this may seem like an operational issue, it should now be considered your communications front line. We are all going to need to take a hard look at this before we can truly operate like a political war room.
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