I was recently in an interesting meeting with a communications specialist of a global company who wanted to see our Social Command Center (pictured left) in action. We are always pleased to show our Command Center, located in our office’s lounge area, so naturally we invited her for a visit. One of her comments especially stuck to my mind: “nowadays there is so much data and for people to benefit from it we need to bring the information in front of them.” That was well said, because gathering information is only half the way – utilizing that information is even more important.
Using social media internally
The Social Command Center uses Radian6’s topic profile information and shows it in a comprehensible format. The feed is live and updated almost instantly when a tweet or other type of online post is gathered by the social media monitoring system. We at Fluido can also customize a view from Salesforce Chatter to bring internal conversation topics onto the screens.
Now that many companies have multiple social media profiles in use and a lot of effort is put into maintaining good customer relations there it would be good to bring those conversations into the view of the whole company. Things like what is being said about us, our services or products and maybe even what our competitors are saying at the moment would benefit businesses departments from sales to product development and from marketing to top management. Customer feedback or complaint can be spotted and crisis possibly averted if the information can be seen easily.
Also a very important aspect to point out is encouraging your staff to use social media actively because employees as brand advocates are an important asset to any company. Bringing employee’s social posts visible to everyone encourages people to post something and those who are not active to join the conversation. What I’ve also noticed is that whenever content is shown on the screen to a group of people, it always stirs up conversation. Some good ideas can be born out of a couple of screens!
In the world of different ways of capturing and enriching information – be it social media brand mentions, online conversations between customers or data from company’s intranet – displaying information in appealing way becomes more and more important.
To get people to notice the data being pulled in it needs to be somewhere where people can see it. Putting the social media conversations on screen and up on the wall of your office the customers’ voices can be heard much better. The social posts no longer live only on company’s Facebook wall or someone’s email inbox but can be brought together for a clear view.
Digital Marketing Manager