social media maturity matrix
DESCRIPTION
The organisational path to the comprehensive and effective use of Social Media, by Hayden SutherlandTRANSCRIPT
Social Media Maturity Matrix
The organisational path to the comprehensive and effective use of Social Media
Hayden SutherlandIdeal Interface
1.Assessing
2.Participating
3.Engaging
4.Integrating
ACTIVITIESKPI’s
DEPT’S
Nothingstructured
Following‘Liking’
Etc.
N/A
Listening:Feeds, alerts,monitoring,
prioritisation, etc.
Posting:Facebook status
& Org. Pages,Tweeting, Etc.
Blogging
Follows ‘Likes’Traffic
Focused PRactivity (e.g. blogs),
Responding to +/- sentiment,
Building community,
Customer Service Tracking links,Offers/Deals
In-bound linkCustomer Sat
Traffic/postingsSales
Conversions
Social Commerce,Connected
API’s & Graph(Facebook store)
Social CRMInventory & offermanagement bysocial channel,
Etc.
RetentionCLV
Conversion bySocial Channel
Marketing
PRCustomer Service
eCommerce
PRCustomer Service
Information Technology
Marketing eCommerceMarketing
PR
