Tag Archives: social business

Is social CRM in? Is social CRM out? In… Out… In… Out… Shake it all about

The hokey cokey. What if that really is what it's all about?

What a confusing world we live in.  A couple of weeks ago one leading thinker would have had us believe Social CRM is dead. A week later, it’s not dead, it just needs to evolve.

Thankfully this week Facebook has come to our rescue. Step back from the life support machine, it lives.

At the risk of contributing to this hokey cokey of business buzzwords, and as much for my own clarity as anything, I thought I’d try to apply a touch of logic.

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Six tips to safeguard against breaking the law with social media background checks

Legal experts in the US have suggested that researching a job applicant online is akin to interviewing them and as such could be violating employment and privacy laws. (Picked up via @jdthurber) I’m not sure this issue is being discussed particularly in the UK, either from the employer or the employee perspective. I think clarity on the legalities and liabilities here would be beneficial.

The website http://www.HRlaw.co.uk touches on the area of social media background checks in the UK, but it seems this is something of a grey area in the law. Any CIPD members or employment law specialists reading this, please do feel free to comment.

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Being real – equipping employees for social media communications

Reading through a global FMCG brand’s social media crisis communications guidelines this week I noted first that this mighty tome ran to 30 odd pages. Next that practically every other page exhorted the reader to ‘be real’.

In the old days of PR, before social, we media trained our executives to stay on message. We drafted up soundbites that pithily encapsulated our corporate story. We drilled the classic Paxman-facing-politician’s techniques of ‘managing’ a question, bridging back to the core point they wanted to deliver, no matter what the question (or how often they were asked it). “Of course you’re right that XYZ is important but not as important as the key corporate message I need to deliver here,” etc.

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Breathlessly evangelical

At the risk of sounding breathlessly evangelical, I believe in the evolution of more authentic democratic businesses, driven by the power of today’s empowered and enfranchised customers.

The relationships between businesses and their stakeholders – customers, employees, partners – are continually transforming, primed by an environment marked by the proliferation of choice, disintegration of trust and the powerful ever-developing agency, opportunity and access that social media represents.

This blog is intended to examine this business evolution. I’m interested in how that change comes about. How will inspirational theory be translated into the daily nitty gritty of running a business? What are the organisational changes that will be demanded? How will companies manage those changes. Who will drive and champion this? What will be the structures? How will working practices alter? And what of stakeholder trust, engagement and motivation?

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