From narrowcasting to customer service: Social media spreads further

 

 

 

 

 

Many large companies are still thinking about how to embrace the social space and others have sophisticated social media strategies. For some, blogs, forums and collaboration spaces are all used as a matter of course on many intranets, but the take up of social technology on corporate internet sites is treated more cautiously. For others all things social is something to be used to spread messages.

 

 

The Chartered Institute of Personal and Development (CIPD) have embraced the social space on both their internet site with community forums, blogs, user ratings and comments and with wider social media activity. They are engaging their member base with Twitter, Facebook pages and LinkedIn groups to name a few. The CIPD realise that users are no longer passive recipients of content, they create via their social network profile or by adding comments to blogs or community forums. This allows for their consumers of content to not only be recipients but to also be heard and apart of setting an agenda.

 

 

This said, it is hard for a corporate to truly understand what is happening in the wider social space as content in social media, specifically Facebook, is created behind a login. This makes the content private and hidden to search engines. Organisations want to know what bad feeling there is about them and what they can do to alter that.