For some reason the question of where to place of social media on a company org chart is a thing of much debate. I have read post about how it should be in PR and I have also read people blog that it should be in customer service. I haven’t seen any post about it going under marketing, but then again, using social media for marketing is something that is done, but no one likes to talk about.
Let’s step back and reevaluate this for a moment however, why are we trying to fit the square peg that is social media, into a round whole that is PR, marketing, and customer service? Sure social media can be used to accomplish all three, but aren’t we constraining the benefits if we put aPR, marketing, or customer service in charge of it?
Or even worse, some larger companies put all three departments in charge of it. I was at a panel discussion the other week, and heard about how Microsoft does this. They have social media people in all three groups. They have enough money to start a separate social media department. Why don’t they?
How do companies benefit from having one person/department monitor and interact with people in a customer service realm, and then a different person/department on the PR side? How are meaningful relationships going to be made when the people doing these interactions only have them when discussing certain topics?
Sure some companies don’t have the funds to develop their own social media department with a C level exec etc., but they do need to give control to someone.
This person may report to a Marketing or PR Exec, but this social media guru must have control and knowledge of all three areas online. If not relationships will not be made, and certain areas of opportunities in social media will be missed.
Only by seeing all the opportunities in social media, and taking part in all of them, will social media then benefit companies in the way they are hoping.