Many voices in the blogosphere are saying that 2010 will be the year that social media will move from “nice to have” to “must have” for brands. Maybe it’s true. But a conversation I heard this week on episode 85 of The BeanCast makes me think that CEO’s still don’t get what is happening here.
The topic of the conversation was the newly emerged position of community manager, who many companies are now putting in place to “manage” their online relationships with consumers, bloggers, etc. (There must be a better term than manager. Managing sounds pretty close to commanding and controlling, which is precisely what social media is not about, but that’s a whole different blog post.) It seems that in many cases these jobs are being assigned to junior people, just out of school, for salaries in the $20K range. What that says to me is that the CEO is thinking, “Okay — there’s this Facebook, Twitter, blogger thing happening on the internet, I don’t really get what it’s about, but hey, it’s another way to get our message to consumers so let’s put the new kid on it who knows how to use this stuff.”
You’ve got to be kidding me. The new kid? The one with this least experience and the least understanding of what the company and the brand is all about?
Social media isn’t some hip new communications channel. It is a different animal — an amazing, completely new and ever changing way for brands to interact and collaborate with their consumers and stake holders and address their needs. What happens in social media is exposed to the entire online world and all it takes is one well connected blogger, enraged or enthused, for a company’s words and actions to be seen, discussed, praised or picked apart by everyone.
This person needs to know how to deal with a disgruntled customer, build a constructive relationship with an influential blogger, understand the complexities of how to be transparent without revealing confidential company or client information, work within the organization with all departments to guide them in understanding their role in social media and its benefit to the company. He or she needs to understand strategy, and think creatively about how to integrate social media strategically with marketing, communications, customer service, internal communications, R&D and sales to achieve business objectives.
Scott Monty of Ford and Richard Binhammer of Dell, two social media evangelists within major corporations whose efforts have become case studies for innovative and effective social media engagement, aren’t kids. They are seasoned business people who have been around the block a few times.
If you’re a CEO who thinks this social media thing is simply another communications channel, best handled by one of the kids in the organization just because he’s had a Facebook page since high school, you really need to think again. Put somebody in place who not only gets the space, but has a few years under his or her belt in communications, marketing, branding building, customer relations or sales. And who has gained some wisdom and experience in dealing with people and building relationships.
By the way, I’m available. But not for $20,000.