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PwC survey looks at risks faced by B2B companies in the social media world

A new report by PwC,‘Uncovering B2B social media: Value, innovation and engagement’ has surveyed companies attitudes to social media in order to show the levels of ‘social media maturity’. The survey revealed that, although B2B companies are investing financially in social media, they are not backing this up with clear strategies to their staff on the use of social media or by investing in the people resources necessary to make it work effectively.

Amongst other areas, the report looks at the risks that social media use can generate for B2B companies.

Social media risks fall into two main categories, says the report, those for organizations and those for their employees.

Often, social media risks arise because of a lack of clear policies and procedures for how employees should use social media, and a lack of clarity about to how to respond to negative social media coverage, situations that can threaten and undermine the company brand, unless handled carefully.

Organizational risks include:

  • Brand hijacking — customer gets exposed to hijacked
  • Lack of control over corporate content — when employees post wrong or improper information on social media sites
  • Unrealistic expectations of customer service at Internet-speed
  • Mismanagement of electronic communications that may be impacted by retention regulations or e-discovery.

A full copy of the report can be downloaded here.

•Date: 30th September 2011 • Region: UK/World •Type: Article • Topic: Enterprise risk management

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