Who Should Be Managing Your Company's Social Media Presence?
Social media management in companies requires a collaborative approach across multiple departments. Here's how to effectively organize and distribute social media responsibilities:
People joining hands in unity circle
A successful social media strategy involves three key departments:
- Marketing: Leads overall strategy, creates content, and manages daily operations
- Customer Service: Handles support issues and customer feedback
- Sales: Engages with prospects and uses social data for lead nurturing
Organizing Your Social Media Team
- Designate Key Contributors:
- Assign 1-2 people from each department
- Establish marketing department as primary coordinator
- Create clear roles and responsibilities
- Essential Tools Requirements:
- Schedule future updates
- Monitor multiple networks
- Support team collaboration
- Enable task assignment
- Track business keywords
- Integrate with marketing software
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Departmental Responsibilities
Marketing:
- Manages overall social presence
- Creates and schedules content
- Coordinates with other departments
- Maintains social media calendar
- Routes inquiries to appropriate teams
Customer Service:
- Responds to customer questions
- Handles complaints and feedback
- Provides product support
- Communicates service updates
- Manages dedicated help accounts
Sales:
- Monitors leads' social activity
- Prepares for sales calls using social data
- Prospects through social channels
- Nurtures relationships with helpful content
- Answers product-related questions
Success requires clear communication channels, proper tools, and regular collaboration between departments. Each team should understand their role while working toward common company goals.
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