Social Media Maturity Model
Below are attributes of each of the stages in the curve -
Unaware - Either oblivious to social media, or aware of the concept but feel it’s just a fad and not important to their business.
Listening - Immersed in conversation across a variety of social media tools and networks, though not yet engaging customers.
Participating - Sharing materials with the community. Beginning to start a dialogue, rather than a monologue, with their customers.
Measuring - Creating mechanisms to measure community impact in all areas of the business. Attributing ROI or other improvements to social media. Enacting change as a result of customer feedback.
Letting Go - No longer attempting to control the conversation. Facilitating, inspiring, and starting to influence customers to talk about their brand. Understanding that negativity can be used positively. This is the mental step where an organization goes from reactive to proactive.
Actively Engaging - Creating personalized social media tools. Providing more opportunities for customers to talk about the brand. Maintaining open, honest, and authentic dialogue.
Propagating - Social media is utilized throughout the organization, not just a single department. Utilizing community tools to enhance, improve, or replace existing communications business processes.
Unaware - Either oblivious to social media, or aware of the concept but feel it’s just a fad and not important to their business.
Listening - Immersed in conversation across a variety of social media tools and networks, though not yet engaging customers.
Participating - Sharing materials with the community. Beginning to start a dialogue, rather than a monologue, with their customers.
Measuring - Creating mechanisms to measure community impact in all areas of the business. Attributing ROI or other improvements to social media. Enacting change as a result of customer feedback.
Letting Go - No longer attempting to control the conversation. Facilitating, inspiring, and starting to influence customers to talk about their brand. Understanding that negativity can be used positively. This is the mental step where an organization goes from reactive to proactive.
Actively Engaging - Creating personalized social media tools. Providing more opportunities for customers to talk about the brand. Maintaining open, honest, and authentic dialogue.
Propagating - Social media is utilized throughout the organization, not just a single department. Utilizing community tools to enhance, improve, or replace existing communications business processes.
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