1. Create a Social Media Corporate Governance Team.
7. Create a Social Media Decision Tree.
Just as call center employees are often provided with a decision tree to help them to quickly answer a myriad of questions, a social media decision tree should also be established to help employees understand the dynamics of responding on behalf of a brand in social media. The U.S. Air Force even developed a social media decision tree that the pharmaceutical Pfizer later used as the basis for its own. Social media governance should aim to simplify social media participation for employees, while still relying on the good sense of employees to personalize the social conversation. A decision tree will also add to brand consistency.
One of the legal hot potatoes of 2011, the dastardly debate of who really owns your Twitter account or your LinkedIn contacts, etc., etc., is set to be formally answered in 2011.