Social Media - What is social media? We know and have heard a lot about
social media and most of us have been a very avid user of Social Media. In fact
while writing this blog I am generating content for one of the mediums of Social
Media. So Social Media is something for which the content is user generated and
is quite interactive and buzzing. Social Media is all about Facebook, Twitter,
Whatsapp, Blogs etc.
But the big question is why and how social media can be an effective
utilised in the Enterprises. The social media can build or tarnish reputations
for the enterprises. In fact Enterprises are using Social Media for, though not
limited to
Social Media is being constantly monitored by the Enterprises to make sure
that the company's or product's reputation is upheld in the market. Services are
being employed to make sure that as soon as the keyword related to the
organisation or product appears, an alert is getting generated so that the
Senior/Middle Management can respond. Infact even if a service or a product goes
awry, the user created content showing dissatisfaction if answered within a
given SLA, gives the enterprises a competitive advantage. An answer by a
Senior/Middle Management shows that the enterprise cares about their
product/services. Though Social Media Readiness is not easy to implement and
there are no written rules as such but the Readiness Model can be incorporated
by the Enterprises in the following manner to ensure that it falls under a
certain delivery model. Infact in the Porter's Value Chain Analysis Enterprises
can start incorporating it whilst involving Inbound Logistics, Supplier
Relationship Management, Sales and Marketing and Public Relations.
Social Media Readiness Model
- Brand Management
- ORM - Online Reputation Management
- Customer Service and Engagement
- Market Research
- Competitive Intelligence
- Innovation Management
- Ad-Hoc
- Incipient
- Formative
- Operational
- Optimal
