My friend, Mike Brown recently posted a short piece on his own blog, entitled “Who is creating social media content in your organization?”, exploring where the departmental responsibility for social media (or “social engagement”, as I prefer to call it) lies within an organization. I added a comment to the posting, which drew some very flattering responses via Twitter, Facebook, LinkedIn, and email – so I thought I’d post my comments here below (as much to remember what the heck it was I wrote, as to keep the conversation going!):
Perhaps above and beyond the obvious impact Social Media is having, in terms of offering new opportunities for brand evangelists to introduce and moderate their platforms in existing or new constituencies; for product and solution marketing teams to try and launch “campaigns” via new channels; for corporate representatives – be they CRM, legal, or otherwise – to try and cautiously bring their brand and offering connection closer to the end-user, in response to an increasing demand by consumers and clients to participate in the valuation of offerings, further up the value chain….above and beyond these and other immediately evident opportunities, benefits, or enticements (presented across the still primordial social engagement landscape), there is growing one even larger opportunity that has been only tangentially addressed here, and deserves to be directly examined:
Instead of attempting to qualify which existing department should or does own or lead social engagement activities, within traditional corporate infrastructures and silos, the real question of deepest worth may be “has the advent of social engagement, greater organizational transparency, transversal responsibility for failure and success alike, and deeper demands from every part of the process (including consumers) for collaboration in development, innovation, productization, distribution, and iteration (breathe here) created not just an opportunity, but a demand, for organizations to review their org. charts, and functional infrastructures, in order to best respond to and manage new models and ecosystems in customer and client relationships, product sales and management, and other aspects of B2B and B2C business?”.
Perhaps the answer lies not in shoving social media activities into one or the other pre-existing pigeon hole, but instead taking this opportunity to stir the pot more than just a little, and take some time to divest ourselves of 1950’s functional structures..?
This is the moment to loosen our grip on the past and present, and see this undeniably disruptive practice of social engagement as a chance to reinvigorate and possibly reinvent the way we manage innovation, human resources, market penetration, customer service, and so much more. Let’s not get carried away with a presently rather shallow tide, but let’s recognize that the tides have nevertheless shifted, and the currents are moving in compelling new ways which will certainly change the landscape. Where your ship lands depends on how well you learn to navigate these currents and tides, and how efficiently you reassign your crew.
My fundamental suggestion is that corporate and organizational models are ripe for transformation, reflecting massive evolutions in internal and external communications, operations, personnel management and education, marketing, and customer relations – to name but a few areas that are both deeply impacted by and – in turn – heavily influence hierarchies and processes within organizations. The way social engagement permeates an infrastructure could prove invaluable in effecting valuable transformation: watch the practice as it flows through the organization: something akin to a corporate blue dye (BDT) and modified barium swallow (MBS) test! Should Marketing and Communications continue to be lumped together (“MarCom”)? Is the skills set of Marketing best maximized as a Sales support function, or is there a more strategic opportunity therein? Should Communications really be a satellite support function, activated only whenever a Business Unit or other department determines there exists a need to “push” information outward, or is more potential just itching to manifest itself? The communal nature of social engagement gives organizations the priceless opportunity to move beyond legacy charts, developed to manage the 19th Century industrial revolution. Several revolutions have taken place since then, and this latest one – effectively disrupting how we connect, communicate, and transact with one another – presents an opening that should not be overlooked.