Précis – Thoughts on IT in Business
Issue 15: Social Media: Enhancing the Customer Experience
Social media is about engaging communities in new ways to realise otherwise impossible business value. While its true impact is yet to be revealed, it’s clear that social media is only going to become increasingly pervasive.
For IT leaders, the implications of this ‘social revolution’ are vast and far reaching. Businesses are looking to the IT function to facilitate more effective and responsive customer interactions and marketing initiatives. Pressure is mounting to enable enhanced levels of collaboration amongst employees and partners through a new breed of enterprise social media tools.
What social media channels will the new generation of employees in your business have at their disposal? Which platforms will you leverage to build your brand? These decisions have a major impact on how an organisation is perceived both internally and externally and rest squarely on the shoulders of the CIO.
In this edition of Précis, we consider how the evolution of social media is driving a wave of change for IT teams, one they need to ride, or risk being swept away. We discuss the requirement for a comprehensive and actionable social media strategy and review some of the enterprise tools available to businesses looking to join the social media movement. We consider the new demands that growing use of social media vehicles in business make on underlying IT infrastructures in terms of bandwidth and storage. What about the impact of social media on security, and the question of acceptable use? We explore how governments are testing the waters of social media to better serve their communities.
We conclude that there’s no better time to prepare business − and IT − for a new age that’s fuelled by mass collaboration.
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