Featured Research

from universities, journals, and other organizations

Social Media Require 'Community Relations 2.0'

Date:
October 31, 2009
Source:
Boston College
Summary:
Social media sites, armed with the power of instant advocacy, have ushered in the era of "Community Relations 2.0," according to researchers. It's time for American businesses to evaluate the risks and rewards online communities like Facebook and Twitter present and devote social media teams to this rapidly changing landscape of community engagement.

The rise of social media and real-time advocacy have re-written the community outreach rules companies followed for decades. But many American firms are dragging their feet as they approach "Community Relations 2.0," Boston College researchers report in the November issue of Harvard Business Review.

Gone are the days when controversial projects were rolled out strictly along the corporate timeline. A worker's blog rant unveiled major problems with a multi-billion dollar Kaiser Permanente IT initiative, putting the company in the spotlight and on the defensive.

Today, a disgruntled customer can take the world stage, as did a frustrated cable subscriber who videotaped a Comcast repairman snoozing on the couch and broadcast the now infamous nap across the world via the Internet.

Social media such as Facebook, MySpace, Twitter and YouTube, as well as tens of thousands of blogs and wikis have exponentially increased the speed of formation of these communities and magnified their impact and reach, report Carroll School of Management professors Gerald C. Kane, Robert G. Fichman and John Gallaugher and co-author John Glaser, the CIO of Partners HealthCare.

"These new social media tools let people organize extremely quickly around any issue or event that inspires them," said co-author Kane, an assistant professor of information systems at BC. "Within hours, these virtual communities can grow to hundreds of thousands, potentially reaching millions more in short order. Companies and organizations caught unprepared can find themselves in a media firestorm, just ask companies like Domino's Pizza, Amazon.com, Comcast, and many others have."

These online communities form quickly, according to the researchers, and can disperse just as fast. They're leadership can change often. Yet mobile platforms -- from cell phones to PDAs to laptops -- keep members on the alert, ready to push the agenda or spring into action. These communities vary widely in purpose, membership and tone -- from friendly and collaborative to openly hostile. The same tools have also played central roles in recent international events, such as the 2008 Mumbai Terror Attacks and the 2009 Iranian election protests.

But for companies in this brave new Community Relations 2.0 world, executives must know that these real-time communities differ from their online predecessors -- such as listservs and message boards -- in critical ways, namely:

  • Deep relationships form quickly online and information can be dispersed without delay.
  • Rapid organization allows these communities to mobilize hundreds of thousands of people in a few hours.
  • Knowledge creation and synthesis take place in a far more deliberate fashion.
  • Information filtering tools like search, ratings and keywords allow people to identify information that is important to them and then act accordingly.

Companies need to understand these new social media -- their benefits as well as their risks -- and devote strategic resources to engage these communities in genuine discussions. For example, many physicians from Partners HealthCare are active on Sermo, an independently operated network for physicians, and more than 3,500 employees have joined an informal and unofficial Partners community on Facebook. Many patients belong to the social network PatientsLikeMe. For Partners, these online communities represent strategic opportunities to interact with stakeholders on issues of common interest.

"Whether or not managers, leaders, or politicians even know the difference between Wikipedia, Facebook, or Twitter, they need to begin learning how to monitor and respond quickly to trends in these social media communities," Kane said. "Doing so, they may not only prevent the spread of damaging information, but they may also find valuable partners in their organization's mission. Companies like Dell, Starbucks and Kaiser-Permanente have moved beyond purely reactive strategies to proactively reach out to customers as an important resource for customer service, marketing, and new product development."


Story Source:

The above story is based on materials provided by Boston College. Note: Materials may be edited for content and length.


Cite This Page:

Boston College. "Social Media Require 'Community Relations 2.0'." ScienceDaily. ScienceDaily, 31 October 2009. <www.sciencedaily.com/releases/2009/10/091031002504.htm>.
Boston College. (2009, October 31). Social Media Require 'Community Relations 2.0'. ScienceDaily. Retrieved September 17, 2014 from www.sciencedaily.com/releases/2009/10/091031002504.htm
Boston College. "Social Media Require 'Community Relations 2.0'." ScienceDaily. www.sciencedaily.com/releases/2009/10/091031002504.htm (accessed September 17, 2014).

Share This



More Computers & Math News

Wednesday, September 17, 2014

Featured Research

from universities, journals, and other organizations


Featured Videos

from AP, Reuters, AFP, and other news services

FBI Finishes $1 Billion Facial Recognition System

FBI Finishes $1 Billion Facial Recognition System

Newsy (Sep. 15, 2014) The FBI announced it plans to make its Next Generation Identification System available to law enforcement, but some privacy advocates are worried. Video provided by Newsy
Powered by NewsLook.com
A+ for Apple iPhone Pre-Sales

A+ for Apple iPhone Pre-Sales

Reuters - Business Video Online (Sep. 15, 2014) Apple says it received a record 4 million first-day pre-orders for its new iPhone 6 and iPhone 6 Plus, pushing delivery dates into October. Bobbi Rebell reports. Video provided by Reuters
Powered by NewsLook.com
Microsoft to Buy 'Minecraft' Maker for $2.5B

Microsoft to Buy 'Minecraft' Maker for $2.5B

AP (Sep. 15, 2014) Microsoft will acquire the maker of the long-running hit game Minecraft for $2.5 billion as the company continues to invest in its Xbox gaming platform and looks to grab attention on mobile phones. (Sept. 15) Video provided by AP
Powered by NewsLook.com
Manufacturer Prints 3-D Car In Record Time

Manufacturer Prints 3-D Car In Record Time

Newsy (Sep. 15, 2014) Automobile manufacturer Local Motors created a drivable electric car using a 3-D printer. Printing the body only took 44 hours. Video provided by Newsy
Powered by NewsLook.com

Search ScienceDaily

Number of stories in archives: 140,361

Find with keyword(s):
Enter a keyword or phrase to search ScienceDaily for related topics and research stories.

Save/Print:
Share:

Breaking News:
from the past week

In Other News

... from NewsDaily.com

Science News

Health News

    Environment News

      Technology News



      Save/Print:
      Share:

      Free Subscriptions


      Get the latest science news with ScienceDaily's free email newsletters, updated daily and weekly. Or view hourly updated newsfeeds in your RSS reader:

      Get Social & Mobile


      Keep up to date with the latest news from ScienceDaily via social networks and mobile apps:

      Have Feedback?


      Tell us what you think of ScienceDaily -- we welcome both positive and negative comments. Have any problems using the site? Questions?
      Mobile: iPhone Android Web
      Follow: Facebook Twitter Google+
      Subscribe: RSS Feeds Email Newsletters
      Latest Headlines Health & Medicine Mind & Brain Space & Time Matter & Energy Computers & Math Plants & Animals Earth & Climate Fossils & Ruins