Social Media Is A Team Effort [Chart]

15 Roles You Need Represented On Your Social Media Team

Team work Social media marketing has progressed past the “all we need is a college student who knows Facebook” phase regardless of whether your business is B2C, B2B, Not-For-Profit (aka NFP) or solopreneur. For many businesses this often translates to hiring a social media or community manger. While this is an important milestone, as a marketer, you need more because social media is a team effort. 

Social Media Team - Heidi Cohen

Here are twelve roles you should include in your cross organizational social media team.

  1. Senior management (aka the C-suite). While not all senior executives are active on social media platforms, research shows that customers want to see them there. This doesn’t mean that your C-level management should spend their time tweeting. Rather, think strategically about how best to show they’re involved. Take a cue from the President and Vice President of the U.S. – test short videos and Google hangouts. If these powerful men think social media’s worth their time so should your key management.
  2. Social media. By definition, these employees regardless of their titles are the face of your organization. But understand that doesn’t excuse the rest of your organization from contributing to your social media presence.
  3. Marketing (including branding, search optimization and advertising). As the head of customer acquisition and retention, your marketing department should should own the strategic direction for your related social media and content strategy as well as your branding, search and advertising in order to make the connection between your social media presence and your lead generation and/or sales process. This is particularly important since the Zero Moment of Truth happens before your business realizes that your prospect is in market for your offering. It’s also important for ensuring your marketing efforts support your 360° social media brand.
  4. PR (including MarCom). In many organizations, PR works closely with marketing and social media. It’s also responsible for crisis and realtime communications that occur on social media, especially Twitter which is often the place people turn for trending topics and breaking news.
  5. Customer service. As your organization’s front line for dealing with prospects, customers and the public, a member of your customer service organization is critical to your social media efforts. They can provide insights into what your target market is talking about across channels. While it’s useful to have your customer service team engaged on social media, understand that it can involve different skills than dealing with chat, email and phone.
  6. Sales (and/or retail employees). These employees are also your organization’s ears. They engage with your prospects and customers on a regular basis. In that role, they hear the good, the bad and the ugly about your firm and your competitors. Additionally, it’s important to provide them with the social media tools to support them in terms of prospecting, customer interaction and feedback.
  7. Creative (art direction and copywriting). Since social media is fueled by content, you need text as well as graphics and photographs to support your social media efforts. For some organizations, this may be outsourced to agencies or experts.
  8. Technology. Since most social media occurs on technology platforms, it’s useful to have support from your technology team to simplify the process. You need a variety of programming skills such as HTML, CSS and knowledge of your internal systems and databases to ensure that you can track prospects in your pipeline. For some organizations this may include a separate website and/or mobile team.
  9. Video, audio and graphic production. Depending on the social media platforms you use, you may need additional resources to create and/or edit your content. Bear in mind that you need a mix of different content formats.
  10. Analytics. To ensure that you’re able to measure the impact of your social media marketing, you need to have your analytics team capturing, tracking and assessing your results. Depending on your organization, they may be part of your social media, marketing, finance and/or analytics team.
  11. Human resources. HR isn’t always on everyone’s list when it comes to social media but there are two good reasons to include them. First, if social media isn’t included in employees’ job description and/or objectives, it won’t get done. This is particularly important if you’re seeking to engage any or all of your employees.  Secondly, human resources should leverage social media for employee acquisition and vetting. LinkedIn is a key social media platform for the Inc 500 who use it for hiring.
  12. Legal. While social media often moves faster than most lawyers would like, it’s important to have one or more resources you can consult to fast track social media related issues. Additionally, they’re important for helping to draft social media guidelines and contracts involving employees, agencies and talent to ensure that your organization retains essential content rights. Lastly, they’re useful when you encounter intellectual property issues related to social media and associated content.

Here are three other non-employee representatives you can’t overlook when it comes to corporate social media.

  1. Customers. Leverage social media to interact with your prospects, customers and fans. Synapse research on Facebook has shown that the biggest social media impact occurs post-purchase when customers tell others about you. Of course, this translates to ensuring that you’re providing great value and delighting your customers. This is particularly important when you’ve disappointed prospects and customers since they have a bigger platform to let others know.
  2. Influencers. These are the high profile experts in your category or niche. Where possible work with them but do so in a transparent way. You don’t want anyone to be blatantly promotional or a shill since that doesn’t work on social media.
  3. The Public. Whether they or those they influence buy from you or not, you must consider how your social media interactions appear. To this end, you should be monitoring what’s said on social media to ensure that your interactions are understood in the way you intended.

From an organizational perspective, your social media team should provide a well-rounded view of your company to the public. In the process, you should work to provide answers to their questions and respond quickly to any issues.

Who else would you recommend being on your corporate social media team? Should every employee participate on social media or not?

Happy Marketing,
Heidi Cohen


Heidi CohenHeidi Cohen is the President of Riverside Marketing Strategies. You can find Heidi on , Facebook and .

Social Media Success Summit 2014

Attend Social Media Success Summit 2014 to get stellar insights from 45 social media experts including Mari Smith, Jay Baer, Lee Odden and Amy Porterfield.

Order your ticket to Social Media Success Summit NOW and SAVE $410 off the regular price (NOTE: ONLY 500 TICKETS are available at this sale price. This offer is good until August 1, 2014 or when the tickets sell out, whichever comes first.

This important virtual conference offers more than 45 sessions this October. Attend as many as you like; download the rest with no travel costs or hassle.



Free Download!

20 Customer Service Best Practices

20 Customer Service Best Practices Learn how to put the “Customer” back in “Customer Service”. It can be easy for customer service departments to continue doing what they've always been doing. CSAT scores and overall cost are the same, so why change? This mindset neglects the fact that today's consumer has options around how they want to contact a company for support. This eBook looks at customer service best practices aimed at great service across channels, treating your customers well, and building a world-class customer service team.

Download this FREE eBook Today!


 

 

Related Articles

The 7 Step Social Media Strategy Every Marketer Needs (Note provides a structured plan.)

7 Guidelines When Social Media Goes Bad

Photo Credit: http://www.flickr.com/photos/crschmidt/2956721498/

Tags , . Bookmark the permalink.
  • http://www.hisocial.com/ Hisocial

    Hello Heidi! I agree with you that working as a team is important for a successful presentation of the company on social networks. Social media team has a goal to build up and maintain the public image of the company.

    • heidicohen

      Don’t underestimate the need to have a set of social media guidelines. Happy marketing, Heidi Cohen

      • http://www.hisocial.com/ Hisocial

        Sure Heidi, you’re right, having a social plan is always the first step

  • http://theclosetgeek.net/ Barry Ricks

    So it looks like a Community Manager is a combo of a few of these. Do you think you should have that many people on the team or to give team members multiple tasks. Granted you have to work with what you have, so if you have fewer employees, but if you could have that many people, should you? Or should you combine some?

    • heidicohen

      Barry– You raise a good question. I think that social media doesn’t exist in a silo. It needs to be integrated into the rest of your business. How tasks are assigned depends on the business and its organization. Happy marketing,
      Heidi Cohen

  • The Lightwurx

    Wow, this is just what I needed to know. Thank you so much Heidi. I’m implementing this into my team now!

    • heidicohen

      Glad that you found this information helpful. Happy marketing, Heidi Cohen

  • Clive Hitchcock

    More success comes to those who work hand in hand with others on common goal. This strategy however often needs the collaboration of more people. With a right strategy as well, you can work this out with less of the people to work with you physically. You can make affiliates as your business partners. I teach people who can work from home how they can make their company run amazingly. But not setting aside Team Effort as Heidi says! I share with you. Thanks Heidi! http://clive-hitchcock.com/