CEOs finally start to cotton on to social media changes

Social media is at last becoming a board-level issue.

Unless you have been living on a different planet for the last five years, you will have noticed that your business or practice has changed. Or rather, you will have noticed that the conversations around you and your organisation have changed, and either you have adapted and adopted new ways or you might soon be losing business to rivals who have. The change in question is the arrival of social media. What five years ago seemed like an interesting fad for a few geeks and the better-connected type of nerd has blossomed into a major part of most business life.

While professional services may be some way behind the most up-to-minute, youth-oriented, consumer-facing brands, more forward-thinking firms within the sector have nevertheless reacted to this increasing demand for a meaningful social conversation and have put in place some sort of social media strategy.

The full impact of some of these changes is well highlighted in a new report by Useful Social Media (USM). In its third annual State of Corporate Social Media briefing, it reveals the extent to which social media is maturing. Having been introduced to organisations largely as an addition to the marketing function (which itself partly explains why B2C firms are much more comfortable with the subject than B2B firms), social media has, according to the USM report, started to spread across organisations. Issues as diverse as gaining better customer insight, protecting (and improving) corporate reputation and even developing stronger employee engagement are all being tackled through social media. With the exception of the employee engagement element, B2C companies are more likely to use social media for all of these things than their B2B counterparts.

So what are the lessons for professional services firms from the latest trends in social media? It’s unlikely that many accountancy firms, however large, will benefit from the kind of resource put into social media by a consumer-facing company such as American Airlines, which reportedly responds to over 8,000 tweets a month. And each within 15 minutes. But there are clear advantages from central marketing departments learning to let go and encouraging social media for business purposes to spread through the organisation. One lesson is that the most prolific and effective social media users allow at least four named individuals to run the social media and often have more than six working on it. While for the world of B2B that mostly means LinkedIn, along with Twitter and some Facebook, for B2C that means Facebook as well as a host of newer growing social media outlets such as Pinterest and Instagram.

But statements about the effectiveness of social media highlight the area of greatest concern. How do you measure return on investment in social media? What does an effective social media campaign look like? Is it simply about driving traffic to a website or (worse still) about simply counting the number of followers you have? As the USM report makes clear, this is one area where there is still much to be learned right across the market. If consumer brands sometimes struggle to understand exactly why they are engaging so heavily in social media (are they keeping in touch with consumers or keeping up with competitors?), then how much rarer must it be to find an accountancy firm that understands what it is all for?

Of course, some accountants and firms have managed to build up impressive reputations and followings on Twitter, while LinkedIn is bursting with groups of finance directors and practitioners sharing grievances and sometimes solving problems together. In a profession that’s all about people, it follows that building a strong reputation as a key expert and knowledge point within a community can help you to build influence and might ultimately lead to more business. The issue is that so far there is very little real evidence to back up this common sense.

According to the USM report, it is apparent that “the advent of corporate social media adoption has had a deep and lasting impact on organisational structures”. It is clear that social media for some will become a catalyst for change within large organisations. What was once a grand experiment is now a routine part of how firms interact and learn about customers. As the USM report explains, “It has forced organisations to re-think how, when, where and why they communicate with their customers.”

For larger global firms, social media is also boosting global collaboration. Previously, where organisations were often highly compartmentalised or stuck in silos, the development of new models for working with social media has led to new ways of thinking more generally and is forcing teams to realise social media cannot be “owned” by the marketing team or any other single business unit.

Perhaps most importantly, social media is at last becoming a board-level issue and a concern for CEOs and senior partners. It may feel like something for younger practitioners or smaller firms, but even if you’re not sure why it matters just yet, and regardless of what type of business or practice you work in, social media will only get more important in the years ahead.

This article first appeared on economia

Twitter. Photograph: Getty Images

Richard Cree is the Editor of Economia.

Getty
Show Hide image

Byron burgers and bacon sandwiches: can any politician get away with eating on camera?

Memo to aspirant world leaders: eating in public is a political minefield.

Miliband’s sandwich. Cameron’s hot dog. Osborne’s burger. The other Miliband’s banana. As well as excellent names for up-and-coming indie bands, these are just a few examples of now infamous food faux pas committed by British politicians.

During his entire mayoral campaign, Sadiq Khan refused to eat anything in public. When journalist Simon Hattenstone met him in his local curry house for the Guardian, the now-mayor didn’t eat a single bite despite “dish after dish” arriving at the table. Who can blame him? Though Ed Miliband had been pictured blunderingly eating a bacon sandwich an entire year earlier, the national furore around the incident had not yet died down. “He can make me look Clooneyesque or make me look like Ed eating a bacon sandwich,” Khan said of the photographer at the time.

Miliband’s bacon sandwich is now so infamous that I need offer no explanation for the event other than those words. There is an entire Wikipedia page dedicated to the photograph of Ed, lips curled and eyes rolling, as he tucks into that fateful sarnie. Yet politicians frequently bite off more than they can chew – why did Ed’s mishap inspire multiple headlines and an entire front page of The Sun?

Via Getty

“The momentum got behind the bacon sandwich story because he was awkward, it showed him in a light which was true - he was an awkward candidate in that election,” says Paul Baines, a professor of political marketing at Cranfield University. “He didn’t come across right.”

The photograph of Miliband fit neatly within a pre-existing image of the politician – that he was bumbling, incompetent, and unable to take control. Similarly, when David Cameron was pictured eating a hot dog with a knife and fork months later, the story reinforced popular notions of him as a posh, out-of-touch, champagne-swilling old Etonian. Though Oxford-educated, two-kitchen Miliband is nearly as privileged as Cameron, and Brexit-inducing Dave equally as incompetent as Ed, the pictures would not gain the same popularity in reverse. There are many, many less-than-flattering pictures of Cameron eating, but they didn’t fit into a workable narrative.

Via Getty

No one, for example, focused on the price of Ed’s sandwich. Purchased at New Covenant Garden Market, it was undoubtedly more expensive than Greggs’ £1.75 bacon roll – but no one cared. When George Osborne was pictured eating an £8 Byron burger whilst cutting £11.5 million from the British budget, however, the picture spoke to many. The then-chancellor was forced to explain that “McDonalds doesn't deliver”, although, as it turned out, Byron didn’t either.

“The idea was to try and display him in a good light – here's a guy eating a burger just like everyone else. The only problem was it was a posh burger and of course he didn't look like everyone else because he was spending ten quid on a burger,” explains Baines.

But Dave, Ed, and George are just the latest in a long, long line of politicians who have been mocked for their eating habits. Across the ocean, Donald Trump has been lambasted for liking his steak well done, while in 1976, Gerald Ford was mocked after biting into the inedible corn husk of a tamale. Why then, do politicians not copy Khan, and avoid being pictured around food altogether?

Via Getty

“Food connects everybody, food is essentially a connection to culture and the 'every person',” explains Baines. “[Nigel] Farage's appearance in the pub has definitely had a positive impact on how he's perceived by a big chunk of the working class electorate which is an important, sizeable group.” Though Cameron, too, has been pictured with pints, his undeniably weird grasp on the glass make the pictures seem inauthentic, compared to Farage whose pints are clearly at home in his hands. In America, Joe Biden managed to capture the same authenticity with an ice-cream cone.

“I think when it comes across badly is when it comes across as inauthentic,” says Baines. “If I were advising, I certainly wouldn't advise Theresa May to be seen in the pub having a pint, that would not shine with her particular character or style. But could Tim Farron come across better in that way? Possibly but it does have to be authentic.”

Food, then, can instantly make a politician seem in or out of touch. This is especially true when food connects to national identity. Tony Blair, for example, publicly claimed his favourite dish was fish and chips despite earlier saying it was fettuccine with olive oil, sundried tomatoes and capers. In the 1980s, Lord Mandelson allegedly mistook mushy peas for guacamole, insulting us all. In the States, you’d be hard pressed to find a politician who hasn’t been pictured with a hot dog, and there are entire articles dedicated to US politicians who eat pizza with a knife and fork. Again, the food fits a narrative – politicians out of touch with the common person.  

Then again, sometimes, just sometimes, no narrative is needed. We’d advise any candidate who seriously wants a shot in the 2017 General Election to not, under any circumstances, be pictured casually feeding a Solero to an unidentified young woman. 

Amelia Tait is a technology and digital culture writer at the New Statesman.

0800 7318496