About Social Media Today
When organisations hire accountants they are allowed to use specialist financial software to do their jobs.
When organisations hire customer service representatives they are given training and scripts and are then allowed to speak to customers on the phone - monitored for performance reasons but free to communicate in appropriate ways without approval of every word.
When organisations hire graphic designers, project managers, multimedia producers and programmers they are given access to appropriate software and computer systems.
So why is it that, when hiring social media professionals, organisations don't give them access to their 'tools of the trade'?
In many organisations it is not possible to access social media channels - such as Facebook or Twitter - due to old-style internal IT access policies. Tools to monitor social media channels are also often blocked, making it difficult to track what customers and clients are saying about an organisation, identify opportunities or head-off potential issues.
In many cases organisations scrutinise all social media interactions at senior levels (down to 140 character tweets). These approval processes can add significant time and effort to online responses, making it difficult to interact at the pace required for social media. Imagine if telephone conversations or live conference presentations were treated the same way.
Also often those employed to implement social media systems and manage these channels are not provided with training and support - certainly not to the level of a phone customer service representative - despite being in the position of interacting with the public every day.
Even when organisations are serious about adopting social media, their policies, processes and procedures may not be designed to allow social media to work for them. This can lead to mixed messages (as when customers are invited to fan an organisation's Facebook page - which staff are not allowed to access during work hours). This can even lead to social media engagement becoming a liability, where its use is so constrained that it casts the organisation in a worse light.
These issues are occurring in private as well as public sectors organisations - perhaps some corporations have not realised that restricting access to social media can seriously damage your business.
Progress is also very uneven and often driven by senior personalities. Organisations and agencies with clear Gov 2.0 Action Plans are driving ahead, whereas those who are still arguing over whether twitter is a legitimate business communications channel either from a lack of knowledge, lack of leadership or lack of interest.
How can social media professionals ensure that our organisations give us access to the tools we need to support the goals of our organisations?
How do we break down the barriers to using social media when we cannot demonstrate successes due to these same barriers?
How do we convince senior management that social media professionals are skilled and trustworthy employees who should be treated with the same respect as other trained professionals?
And how do social media professionals juggle the need to be educators, innovators, strategists, change managers, implementers, communications specialists and leaders at the same time?
eGov AU
Craig Thomler's personal eGovernment thoughts and speculations from an Australian perspective
