Britain. 1965. We’ve had the telephone for nearly 100 years.
The operators in first known (UK) call center proudly call themselves telephone strategists. Actually they didn’t, but bear with me for the sake of illustration.
The telephone is a tool for conversation. It’s like talking in real life, only callers don’t see each other and they maybe many miles apart. The term strategist would be a stretch.
When I think of a modern call center, I think of a support line. These centers are staffed by customer service specialists or support specialists. Often they are tiered by experience. Callers are first routed to lower level specialists; if these first line responders cannot triage, diagnose or remediate a problem, they escalate the problem to the next level.
These people are focused on a well-defined function in business: service. The tools might change — CRM, instant message, Web chat or Twitter — but the core discipline remains.
This is what hangs me up about titles like “social media strategist.” I think it’s narrow minded. I think those that pin their personal mantra on social are selling themselves short. Further, and I see this more and more, there are young folks, that all they’ve ever done is post to Twitter and Facebook and call themselves social media strategists. Social media is not strategy! It’s a tactic!
Companies don’t need a social media strategy. They need a business strategy. They need a marketing strategy. Social media is one tool among many, with apologies to the handyman, with only a hammer in his belt, because every problem begins to look like a nail. (BTW, read this awesome article that elevates SEO to a branding level, which in part, was the catalyst for this post.
We need to approach social media with a 30,000 foot view — an awareness of what the rest of marketing is doing. Integrated marketing begins with an awareness, without it, social media is yet another silo.
Don’t pin your career to simply social media. Withing two years, I predict, people will be dumping that term from their social profiles. Imagine what that might mean in 5, or 10 or 100 years from now.
Enjoy this post? You might also like:
PR as lipstick on the proverbial pig
"Social media is not strategy! It’s a tactic!"
No kidding. The same could be said about business. Social media is a TACTIC that you build a STRATEGY around. Anyone who doesn't know this certainly should not be calling themselves a social media strategist.
In order to be a social media strategist, you need to know the digital space like the back of your hand, to always be learning, to be an excellent writer... among many other skills. If you only know how to tweet and post to FB, sure, you'll be screwed in a couple years. But if you are continuously learning and have all the skills needed to be an SM strategist, your job will evolve with you.
This article is really poorly argued and is trying to sound way more sophisticated than it actually is...
Hmm - I'm not sure what I think about this. Simply because we *use* social tools to the level of near ubiquity, certainly doesn't mean that the role of the strategist is going the way of the dodo. Those of us who work in and through the social web on a daily basis get myopic when we talk about social. Our level of familiarity and savviness is above that of most - probably at minimum two years ahead.
Now, I don't do social strategy for clients, though I am often part of the conversation about how to better use social tools as it connects to content creation (my bread and butter!) in part of a larger communications and business strategy.
Maybe we spend too much time worrying with titles - and staking our territory. Silos, niche, departments, groups, rounds (cc @ginidietrich ), committees. It's all in service of the pecking order, the food chain - and everyone wants their job to be highest on the totem pole. So much, SO much goes into a business's profitability well beyond mere sales. Cost of goods sold anyone? Making products and services cost less to produce, running a leaner business; I'm of the view that communication is the best weapon - or weakest asset - a business has to achieve efficiencies, productivities that help it grow and thrive well beyond high sales figures.
I think @markwschaefer made an excellent point about the need for strategy, strategists - and specialists. It's why businesses outscource a lot of functions: they turn it over to the pros who know, so they can focus on what they're best at. But b/c of my PR bias, like you I think there will be more integration across the board w/ businesses focusing less on a 'SM' strategy, instead opting for communications strategy that serve overall business goals. What those jobs are called, anyone's guess. FWIW.
@Frank_Strong Are you being sarcastic or complimentary to the SEO branding article?
I kind of agree but mostly disagree. The reason we don't have telephone specialists is because the technology has not changed significantly. My guess is that is you knew how to use a telephone 50 years ago, you could figure out how to use one today.
In the social space, it’s not just the technology that is changing constantly, it is nearlyevery rule of engagement. It’s as if you have finally equipped your tank in time to discover that you’re fighting a battle in the ocean tomorrow.
And to me, that is a very, very big difference compared to any technological integration that has challenged a marketing department before. There will be relatively few companies who will want to fund their own team of social media experts to stay on top of the daily tsunami of change and provide consistent, meaningful counsel. Over the long term, it will be more economical for companies to hire consultants who are paid to study this stuff day and night and then tell them what to do next.
Simply stated, ”social media strategy” will indeed emerge as a stand-alone career discipline because it will be the most economical and effective way for companies to compete in a world of hyper-change. It may take some time for companies to realize this, but in the long-term, that’s my forecast of how it will shake out. That is unconventional thinking but this is an unconventional technological disruption!
Thanks for the thought-provoking article Frank!
Interesting article. Can't say that I agree that social media strategists will disappear like dust in the wind in two years though. What defines an authentic social media strategy is having the expertise to implement and maintain a strong social media policy - that aligns with the key goals and projected progress indicators set out in a strategic communications plan. The person doing this could be in marketing, communications of public relations. At any rate listening, authentically responding and considering legal compliance and disclosure is where social media strategists are really supposed to perform.
Got me thinking on this one Frank. I think I hear the deafening sound of a vacuum. You mean we won't have to care about the next shiny new thing? No more Farcebook, Titter, Painterest, Bumblr or flogging? Just strategy, research, ROI, media pitching, making a personal phone call, meeting face to face, and results. It will be awfully quiet though I don't know if my millennial colleagues will buy it. Yours in good humor!
What I think about is how companies will use social media and what sort of resources will they dedicate towards it. I would expect that in a few years it will still merit person(s) to handle that aspect of communications but I don't know if they will be considered part of marketing or PR.
Thank you, Frank! In a presentation I've done a few times on the myths of social media, one of the myths I cover is "social media is a great PR strategy"--explaining just what you said, it's not a strategy but just one tool in your PR arsenal. :)
This is something I've been thinking a lot about lately. Most (if not all) of my professional experience deals with social media, so that's what is reflected in my resume. I agree that the position of Social Media Strategist (or similar titles) will fade away at some point (not sure it will be in just two years, but that's a small detail.) I don't think I will remove the title from my resume, since that's what I did. I just hope that my title at that point will be something that reflects the current demands of the market - thus showing my adaptability. I think that's the strongest way a Social Media Strategist can position themselves down the road when this role goes the way of "Telephone Strategist" ;)
"The operators in first known (UK) call center proudly call themselves telephone strategists." LOL!! I totally agree with this, as well! I believe we'll all use social, just like we use the phone and email, in our every day jobs and to communicate in our personal lives. Sure, there used to be a bank of telephone operators and typists, but now we all do both of those things. It's the natural evolution.
I totally agree with you...and yet I do (and will continue to) call myself a social strategist. Why? Because that is what companies want to hire. When I get in there, I explain to them that their marketing strategy IS their social strategy (and, in many cases, they don't have a marketing strategy either so I help them develop that too.) But, "social strategy" is how I get in the door.