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Sharing the responsibility for Social Media Jul 07, 2012 11:10am | by: admin | 0 comments | arrow FYItag Blog

So you are letting other people post for you!

Your employees interact with customers daily, so it makes sense for them to represent your Sharing Social Media Responsibilitiescompany online.  The problem is that even the best people might not see the repercussions their comments might have on your business.  So how do you control what is about to be said?

Approval processes are nothing new. Most news organizations have them, most companies have them somewhere in the workflow, but we don’t see them in Social Media. The immediacy of social media makes people think of people replying from their smartphones while riding bikes, or while juggling luggage and getting off their last flight. The impression is that they are using every waking moment to squeeze in that personal connection, to stay on top of it all, and that they are doing it just for you. The reality is that good answers need to be supported by your company policy and philosophy.  You still need to find the right people to get you the right answer at the right time.  Putting approval processes in place are one way to make this happen.

With FYItag’s TEAM software you can give people the unrestricted ability to post anytime and anywhere but you can review any post or response before it goes out.  You can make sure that the people you ask to look after customer service issues are not talking about the new product launch, and vice versa. So you can keep your contributors focused, make sure that all of the content is up to your standards, and check to see that people don’t release time sensitive information too early, or say things the company will regret.

The challenge in asking many people to contribute to the voice of your company is in finding the balance between letting them feel that they are free to contribute while still maintaining some semblance of control. We have worked hard to let you dial in the balance of permissions  across a broad set of features so you can restrict the distractions, gain visibility to the conversation, and if needed be the ultimate arbiter of what is being said and when it becomes public.  Another challenge is that not all tools are right for everyone in your organization. You might have the right person to answer your customer service issues, or the expert with all the knowledge that your customers are hungry for, but if you can’t give them a tool that they are willing to use day in and day out, you won’t get much out of them. This is where the ability to simplify the user interface to the bare minimum required combined with our focus on simplifying the process from beginning to end can help you get people talking, who you might think would never be able to contribute. We started out with the idea that it should be easier to publish to Facebook, Twitter, LinkedIn and YouTube than it is to send a message to just one of them, and that alone will make it easier for you to recruit contributors to build your team. The next challenge that we will look at will be collaborating with people outside your company.

 

David Schleifer

CEO FYItag

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