New Roles
Someone has to watch the landscape, not just social media, but all media. What is the tone? Where are the discussions happening? How important are the comments? The challenge today is that the discussion may affect many parts of the company – finance, human resources, manufacturing, legal, sales and marketing, customer relations etc. This means that no department is an island or a silo.
Digital Facilitator – The overall role is someone who continue constructive conversations around the topics, products, and issues the company wants to talk about. For instance, the company would want to have conversations on wealth management with customer etc. Somebody has to have the responsibility, the time, the information, the authority, and the resources to monitor discussions and post timely comments.
In the Web 2.0 world, we could observe 3 categories of roles; editors – for content and dialogue, distribution, and publisher – the manager who is responsible for the company’s overall digital reputation strategy, implementation, and evaluation.
