The Seven Success Factors of Social Business Strategy

Chapter 4

Aligning the Organization: Establishing Governance

Success Factor #5: Establish Governance and Guidelines

The allure of social media can spread quickly through an organization, with many different departments—and goals—competing for the attention of the same social customers. Without organization and centralization, this often creates chaos among employees and especially among customers. At companies without a coordinating hub, the resulting silos, blurred vision, undefined infrastructure, and lack of coordination and governance make charting a course in the right direction difficult. It’s vital to make sure that your organization has the right structure and governance for social business—and also that it evolves as your organization ...