Is there more to it than posting a status update?

More documents

Recommendations

Info

for social media utilization is presented last, instead of first as was in chapter 3, as the willingness reflects on other issues emerging from the findings. 5.2.1 Guidelines and Strategy for social media Surprisingly, no museum interviewed, have a social media strategy, and only one had internal guidelines for the staff. It would seem that decisions on how to behave and how to communicate are done case by case, post by post, or on the grounds of personal preferences. It seems surprising, as everything else in the museum world is so well planned and justified, if not for other reasons than for receiving grants and funds, which makes it mandatory to plan the activities well ahead. According to the informants, the people in their organizations that do not use social media in their private lives think it is a lot of work to utilize social media. They also think that strategies, for example, need to be carefully planned and executed. Then again, the opinions of the people who do utilize social media in their private lives seem to be divided in two; as some still feel a strategy would be important even though they do not have one at the moment, but others do not feel they would need a strategy for social media actions in the organization. The following quotes are from informants who both utilize social media in their private lives and in their work in the museums. …It (social media) needs its own strategy and budgeting, at the moment it’s just kind of a communication channel that is not really thought about… (Informant 1, Museum 1, A large museum in a big town). - …It (social media) doesn’t require any strategies to determine how to be in it. (Informant 4, Museum 3, A medium sized museum in a medium sized town). Also, there seems to be no general guidelines for employees; not for the employees whose job descriptions include social media participation, nor for those whose tasks do not include communication, PR or other marketing tasks. The employees working with communicating in social media in the organizations feel that some instructions on social media behavior could be a good idea, but none have written them down. Some informants mentioned they had gotten some guidelines from the town they are located in, but none of these kinds of general guidelines actually are used, as they are too wide or far from the actual practices. Most on the informants, however, felt that they do have a common, unwritten, understanding of how to act in social media while communicating as the museum. They feel it is easy to agree on who 71
does what, at least almost on case by case principal, as there are only a few people updating the content from the organization. …We always shout to each other “should I post it or will you?”… (Informant 4, Museum 3, A medium sized museum in a medium sized town). - …Well, we post when we have something to say. (Informant 2, Museum 1, A large museum in a big town) Social media are in constant flux and modified, by far, by its users. Thus, it was seen difficult to estimate how much time and effort one should put into which application. …Maybe Fb is the “it” thing now but how about in 5 years, who knows? Perhaps it is impossible to predict which applications will be popular in a few years time, but some of the museums do conduct informal research on applications used today and utilize the information found to be present where their potential customers are. A social media strategy should not make the actions of an organization less agile, but rather provide them with aswers to questions such as what kind of applications should we have a presence in, or what is needed to enter or leave an application. Some benchmarking is done in the museums, as more than half of the informants told they follow what other cultural institutions, for example, do in social media and online in general by “liking” them on Facebook. This kind of benchmarking has not always provided them with concrete ideas on how to upgrade their own museum’s social media presence, but at least it has inspired and challenged them. I “like” MoMa or other museums even if I would never be able go and see the actual museum, I think it’s fun to know what they are up to… (Informant 1, Museum 1, A large museum in a big town). It is not only the question of which applications to take part in that a social media strategy could answer, it could also make it easier to evaluate some of the daily decisions the employees need to make. Some mentioned the fact that they need to decide on who to create a relationship with in social media. Not only individual customers, but also other organizations wish to “friend” the museum, and friends can affect how the museum in question looks like to others. One of the outcomes of having a relationship with customers in social media, according to the informants, is that the people, and other organizations, may affect the 72
Page 1 and 2:
Is there more to it than posting a
Page 3 and 4:
Tiivistelmä Tämä tutkimus osalli
Page 5 and 6:
5 FINDINGS OF THE RESEARCH ........
Page 7 and 8:
1 INTRODUCTION “Winning and keepi
Page 9 and 10:
museums, are expected to outperform
Page 11 and 12:
1.1 Research questions and structur
Page 13 and 14:
& Levy (1969) defined it, it is jus
Page 15 and 16:
profit, and governmental. Each of t
Page 17 and 18:
and the consumer of a service are t
Page 19 and 20:
3 THEORY: RELATIONSHIP WITH THE CUS
Page 21 and 22: 3.2.1 A mindset for customer relati
Page 23 and 24: depends on the customer and industr
Page 25 and 26: to understand in service organizati
Page 27 and 28: fact that a service is created at t
Page 29 and 30: RM, however, is not a new phenomeno
Page 31 and 32: step to creating a relationship. Wi
Page 33 and 34: 25). When the clientele of an organ
Page 35 and 36: all problems, for example, also in
Page 37 and 38: Traditionally customers have seen t
Page 39 and 40: entire process of co-creation of va
Page 41 and 42: messages received by the customers
Page 43 and 44: confused with the technology behind
Page 45 and 46: engage with the organization in soc
Page 47 and 48: media in an organization, and thus
Page 49 and 50: 3.5.1 Social media applications Soc
Page 51 and 52: & Leighton 2011). Kozinets et al. (
Page 53 and 54: approximately 30 percent of the use
Page 55 and 56: developed for the function of filte
Page 57 and 58: important, what will it give to the
Page 59 and 60: 4 METHODOLOGY In order to find out
Page 61 and 62: interviews, instead of unstructured
Page 63 and 64: The methods used for data collectio
Page 65 and 66: with regard to the number of organi
Page 67 and 68: collections, the museums spent 2,8
Page 69 and 70: using the internet, but also they a
Page 71: Registered as a user in a social ne
Page 75 and 76: wise to consider the style of writi
Page 77 and 78: there is or how to behave, or what
Page 79 and 80: Even though a few museums seemed to
Page 81 and 82: …There, in the online world a mus
Page 83 and 84: sized museum had, not only customer
Page 85 and 86: We don’t know whether people from
Page 87 and 88: Yes, you could day the experience i
Page 89 and 90: inquired on whether different conte
Page 91 and 92: 6 DISCUSSION In this chapter the fi
Page 93 and 94: Another concern the museums pointed
Page 95 and 96: utilization, would be clear to them
Page 97 and 98: 7 CONCLUSIONS In this chapter a dis
Page 99 and 100: that even when people do arrive int
Page 101 and 102: large-scale interactions with exter
Page 103 and 104: 8 REFERENCES Alasuutari, P. Laadull
Page 105 and 106: Conway Tony & Debra Leighton. ”Co
Page 107 and 108: Grönroos Christian. ”Service Qua
Page 109 and 110: McDaniel Clay. ”3 Key Metrics To
Page 111 and 112: Passebois Juliette & Philippe Aurie
Page 113 and 114: Sorav Jain. ”40 Most Popular Soci
Page 115 and 116: APPENDIX 1: List of Finnish art mus
show all

Is there more to it than posting a status update?

Create successful ePaper yourself

Delete template?

Save as template?