Amber Naslund recently commented on a post of mine, and said:
As social business becomes more the MO instead of just “doing social media”, we still don’t have an answer for where it lives, and it needs somewhere. I don’t think it’s going to be enough for it just to be dispersed independently in various departments. We have C-suite roles that are holistic and support the entire business. HR and IT do that to an extent, too, because they’re practices that have to carry across and touch all disciplines. I think social business needs to be that way too.
But as it matures – and maybe even after it’s well established as best practice – it needs some kind of alignment in order to thrive. I’ve yet to make up my mind whether that means there’s an executive that’s responsible for ‘social business’ itself or something else, but the reality is that we need someone to be accountable for the purposes, vision, and results of social business initiatives (and things like innovation, organizational design, culture development ) as their purview, not just an aspect of their job description.
This has been an ongoing question, and one that is not easily answered.
Except that I think it’s the Marketing department.
If you look at Marketing as the communication channel between customers and the company, and not just the department that makes brochures, pictures, and websites, it makes sense. Marketing communicates through web, print, broadcast, and even direct communication. How those messages reach their audience depends on the mediums (media) where they’re found.
There are those who would argue that it should belong in PR, because they have to communicate with journalists and industry bloggers who are all using social media. Some will argue that it should be in customer service, because it has become an established customer service communication channel. (I would argue that customer service should be folded into marketing, since they focus on customer retention, but that’s a different blog post.)
But if anything, the responsibility for social media needs to be kept in marketing for the communication aspect, and the other departments need to be allowed to use it as part of their own responsibilities. If anyone is going to decide what the social media strategy will be, that should come from marketing, but in cooperation with PR, Customer Service, and any other departments using it.
As I said in a recent blog post, Social Media Stars Killed Social Media, we’re reaching the point where social media is just going to be another form of communication, like email and the phone, and we’re not going to have dedicated social media professionals.
So when that day comes that social media professionals just turn into regular old professionals, they need to land in the marketing department.