My favourite thing about these chapters was the concept that companies had to trust their individual employees to have good judgment when it comes to social media and real-time communication. To me, it seems obvious that a company should allow its employees to use social media because of the real-time demands of our ever-changing market. Given a clear set of guidelines, employees should be trusted to be responsible enough to engage with customers without stepping out of line. I think that this would add to company morale and ensure customers that there were real, caring people working for them, rather than something automated or mechanical.
Specialists in social media analytics are essential for the growth of any modern company. Huge numbers of complaints and praises are shared every day through Twitter and Facebook. With analytics tools, it is easy to see what people are saying and respond accordingly in a timely manner. This gives businesses a competitive edge against their less savvy competitors. There is no room for being old-fashioned in today's expanding industries. If companies want to be fresh and cutting edge, they must be willing to take risks and explore new tactics. Honestly, I think this discussion is another example of this book becoming dated- it is hardly a question anymore whether or not a social media presence is essential to businesses. Those who resisted change have been left behind.
Until next time!
Kathryn
Until next time!
Kathryn
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