The American Productivity & Quality Center (APQC) describes knowledge management as a mindset that extends beyond the flow of traditional business process. It focuses on the dissemination of information, engagement of key resources, and ultimately the adoption rate of best practices across the entire value chain. As a sustainability consultants, we believe knowledge management and sustainability concepts to be intricately aligned. In fact, we find knowledge management to be a critical aspect of business sustainability.
Social media has an emerging role in knowledge management. Creating bridges between the corporate world and its stakeholders, social media closes the gap on knowledge management and business intelligence. By making use of social media's openness and users' willingness to discuss just about everything online, these tools open endless possibilities for social-media-aware companies to source, collect, analyze, and distribute what is now called social intelligence. Specifically so if sustainable communications and performance is valued by your stakeholders.
In the old days, corporate intelligence gathering meant painstakingly gleaning information from experts and competitors' reports. However, a number of companies, B2C and B2B alike, now realize the potential benefits of monitoring conversation flows from social networks. Social media for sustainability communications has become a risk or an opportunity. Monitoring, listening, and dialoguing with key stakeholder in the social space not only offers a competitive advantage but also provides other key ingredients for successful social media engagement:
- Information or Data Collection
- Brand and Reputation Management
- Public Relations
- Media Management
- Crisis Management
Further exploring social media's role in knowledge management and sustainability communications, we look at two recent posts, Business Blogging for a Sustainable Purpose and Who are the Tweeps Tweeting for A Better Green Brand? to demonstrate the value of social media for sustainability communications. Additionally, the post, How to Find New Competitive Knowledge in Social Media offers additional information related to social intelligence gathering.
Because social media intelligence incorporates a thorough 360-degree assessment of stakeholder engagement, there are a number of ways you can use information to your advantage. The right kind of information can be used for a whole range of processes in the business that can ultimately lead to your business' success. Need help with your social media engagement? We're here to help!