Who owns social media?
Forrester have just released a new research report called looking at how companies should organise to best deal with social media, which as well as giving the data above, answers the questions “Which roles do we need” and “Which department is in charge”.
They recommend that the best approach to organising for social media is for companies to form “a cross functional team that includes representatives from different departments and groups and is responsible for social media strategy and implementation” – which we agree with. Social media crosses all organisational boundaries, and as we said back in January, the most effective engagements tend to be when we’re working with a combination of the Marketing, PR, Customer Service and Research departments.
Their executive summary reads:
The biggest challenge brands often have to overcome isn’t technology but managing cultural change within the enterprise. With an ever-increasing number of brands engaging in social media marketing in recent years, companies need to not only be properly budgeted but also well organized. Once brands experiment with social activities, they must then organize from the inside out — or risk not properly staffing or responding to customers. Brands need to integrate social into their companies by developing a safe place for employees to experiment, creating a process to manage and measure these programs, and integrating social into other marketing and enterprise systems. Above all, brands must organize their companies in the hub-and-spoke model [a cross functional team], which allows business units to be flexible with their social programs — but provides a grounded center that enables the company to act efficiently.
Update: David Armano asks Is The Hub And Spoke Model Adaptable?