The ideal social organization:
- Is one that is collaborative, internally
- Has an open, honest and transparent culture
- Thrives with teamwork and constant communication
- Looks beyond internal organizations and business titles
- Equips and encourages employees to engage with customers, each other
- Is hungry for new technology that makes communication with each other and customers more efficient
- Has a simple social media policy that protects the organization and empowers its people
- Blends traditional CRM tools w/external social technologies to make for a more relevant consumer brand experience
- Thinks beyond Twitter and Facebook
- Will invite competitors to their communities
- Fails with egos
- Fails with organizational silos
- Cannot have effective external conversations until having effective internal conversations first
It’s very easy for me to say what an effective or ideal social organization should look like. It’s much more difficult to make it happen. It requires a firm commitment from senior level management across all business units (marketing, PR, Operations, Engineering, IT, Human Resources, Privacy) and a cultural transformation that empowers employees of all levels to do what is already a significant part of their DNA – to be a social organization.
About Michael Brito