An article in WebProNews lists 6 areas of your company that should be engaged in the practice of “listening” to social media. The authors of the article have an interesting take for a couple of reasons.
First, the fact that they say you should be “listening” to social media. Listening is different than interaction. They aren’t talking about engaging or communicating through social media. They’re talking about monitoring, a sort of digital putting your ear to the ground.
I agree that listening is important. More companies should listen more and talk less. The old adage, “You have two ears and one mouth, use them proportionally” should apply to social media as well. Listen first, then talk after you know where the conversation is and what it is about. It’s called, in old world terms, being polite.
The second thing that makes the article interesting are the 6 areas of your company they say should be listening:
- Marketing & PR
- Customer Service
- Research and Development
- Human Resources
- Executives and Management
That pretty much covers your entire company, doesn’t it? OK, maybe your late night cleaning crew doesn’t have to listen, or engage for that matter, but those 6 areas of your company pretty much mean all of it. I don’t disagree.
Of course, if you are a small business owner, then chances are you are all 6 of those areas of the company. And, yes, you should be listening to. Listen first, talk later.