“As a function of social business evolution, social becomes part of the DNA and culture in organizational transformation. Everything begins with the articulation of a vision for how social impacts customer and employee relationships and experiences.
From there, businesses can track investments in models, process, policies, collaboration, workflow and technology to effectively scale social throughout the organization while aligning with a new or renewed vision and also business goals. “
I’ve always considered Altimeter’s reports ‘must reads’ and although pitched at an enterprise level there is much to be gleaned for SMB’s in this report as well eg. the importance of strategy, what social media management models are working, the measurement of social media activities and the importance of employee education.
Highlights of Findings
- In terms of social business maturity, most organizations are “intermediate,” with only 17% who are truly strategic in the execution of their social strategies.
- The lack of clear leadership, organization, and strategy means that many organizations experience some form of “social anarchy,” of siloed, uncoordinated social efforts.
- More companies are moving to the Multiple Hub and Spoke model to organize their social business programs, up from 18% in 2010 using this model to 23.6% in 2013.
- Most dedicated social media teams continue to report to Marketing (40%) or Corporate Communications/PR (26%). But now, 13 different departments around the organization are seeing dedicated staff work on social initiatives.
- Companies are committing more headcount to social media across all sizes of companies. The biggest jump is for companies with more than 100,000 employees, which now report an average of 49 full-time employees (FTEs) supporting social media in the organization, compared to 20 in 2010.
- Top priorities for social include scaling for engagement,integrating data, and training/ education around social.
- Measuring the impact of social is maturing, with over half of organizations able to track the impact of social on marketing efforts.
- Lack of employee training around social media policies remains a significant risk area — only 18% of companies said that their employees have a good or very good understanding of their social media policies.