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Why This Is The Best Way To Manage Your Company's Social Media

Social media can wear many hats in a company. It can be used as a customer service tool, recruitment platform, or marketing channel. That said, who should be responsible for managing a company’s social media pages? Should it be the customer service representative or HR manager? According to a recent survey by The Creative Group, 39% believe public relations should handle a company’s social media channels while 35% believe marketing should be responsible instead. 
While they’re all excellent suggestions, we believe that social media management should be delegated to one person (if the company is smaller) or one team (if the company is larger). This can help the company unify their voice, hold person or team responsible, increase organization, and reduce costs.
  1. Form a unified voice. 

    By having one person or team manage your social media channels, you can ensure your brand voice is always consistent. This approach will also make sure that the terms used on your social networks cohere to each other. For instance, by asking one person or team to manage your social accounts, you can avoid the issue of marketing department using terminologies that the customer service team wouldn’t use when they handle the accounts. This will deter all confusions and ensure that your audience will receive your message seamlessly and consistently.

  2. Hold one person or team accountable.

    By assigning social media tasks to one person or unit, you can hold that person or team accountable for all social media activities. When an error arises, you’ll be able to immediately find that staff or team and discuss your concerns with them. This will tremendously enhance your internal communication efficiency. Moreover, you can routinely request social media reports from your social media coordinator or team if you allocate all social media tasks to one specific person or unit. However, if you divide your social media work amongst various departments, it’ll be difficult to determine the responsibility of each group.

  3. Increase organization amongst different departments.

    By having a centralized social media team, you can ensure all your social media content goes through a single funnel. You can ensure your HR department, marketing team, PR specialists, and so forth, can publish their content optimally based an optimized social media schedule created by our social media team or manager. If you have multiple groups manage your social network, your social media pages may be cluttered by different types of content as all of your internal departments eagerly want to broadcast their own messages. This can subsequently reduce your user experience and brand loyalty.

  4. Reduce time and financial costs.

    Time is money.” – Benjamin Franklin. By making sure your social media tasks are well-organized, you can spend more time coming up with approaches that’ll help you target consumers more effectively and respond to customer inquiries timelier. This will help you further bolster your brand loyalty, gain brand recognition, and ultimately receive a bigger bang on your advertising buck.

Delegating your social media activities to one central team can help you attain maximum business results. This will not only help your internal staff become more harmonious and efficient, but also make your brand more consistent and clear. This in turn will help you expand your market share and retain more customers.