CHAPTER 10
Operations Management: Strategy & Collaboration

Your Operations Management strategy outlines the implementation of the tools and techniques needed for everyday maintenance of your social media activities. The social media policy outlined in Chapter 6 includes numerous steps to execute regarding new processes and technologies. IT system administrators need to have the right tools in place for real-time centralized management of activities. The Marketing and Human Resource departments need to know how to integrate their campaigns and policies into IT’s operational guidelines. The Community Manager needs to understand the business rules, workflows, and processes involved in updating Customer Relationship Management systems with social data.

In this chapter, we discuss the IT department and other departments’ management of social media technologies and processes. We cover the challenges of determining who owns the tools and defining responsibilities. We discuss creating a centralized process for managing social media that allows you to direct users; effectively monitor, report, and prioritize events; and determine risk requirements and the impact to both data and brand assets; and implementation auditing capabilities.