It seems that there is still debate on which department in a company owns social media. The question is whether it’s Marketing, Public Relations, or Customer Service.
BLUF (Bottom Line Up Front) Marketing, PR and CS all have irons in the fire, but the real answer is the whole company needs to be involved which means HR should be the owner of SM.
Brian Solis weighs in with his thoughts, “it’s the customer who owns it” Which is profound but not terribly helpful for a company to implement.
Joseph Jaffe states his case that it’s everyone in the company who owns social media in an “integrated” fashion. Again a good idea and true but not very actionable.
My belief is that for a company to be truly successful in social media it must be a part of the company philosophy. It should be standard policy for everyone in the company. For that reason the true ownership of Social Media should be in the Human Resources Department. They need to be given guidance by Marketing and Public Relations, but HR should own the social media implementation.
Every company that is a thought leader in the field, Zappo’s, Dell, Southwest Airlines, all have hundreds of bloggers who are allowed to say whatever they want. Understanding that they must live with the consequences. And their people are doing an excellent job of representing the companies.
Marketing and PR must give guidance to the entire company on the messages, and the ways that will be received. And HR must work closely with Marketing and PR when an employee says the wrong thing. But Marketing and PR are not equipped to handle this alone. So the fight isn’t between them
Can you give me 1 Good Reason why the HR Department shouldn’t be the manager of Social Media at your company? Leave your comment below: