Overview: Social Media Strategy
Social media can be a time- and resource-vampire if it's not integrated into the rest of your communications strategy.
How is your social media strategy? Are you simply broadcasting your content? That's inexpensive, but you're simply adding to the noise. Do you really want to be part of that problem?
The secret is to not have a "social media strategy": as a separate strategy, it will prevent social media becoming an integral part of your content marketing, community development, digital transformation and innovation strategies.
It also tends to put social media in Team Ghetto, when you should be mainstreaming it across your workforce.
Instead, view social media as a set of tactics within an integrated communication strategy, with each social platform harnessed to your overall communication goals.
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Relevant resources
www.theinformation.com
idea is that the human agents only handle requests too complex for a bot. But the enterprise software companies building automated responses and those that manage live chat services for workers are jostling over how to do the so-called “handoff,” or the step in which a customer gets routed from a bot to a human