ICSM 2014 -- International Conference on Social Media for Business ...

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ICSM 2014 -- International Conference on Social Media for Business, IIM, Raipur, 10th-. 11th January, 2014. Technical Session 1. Paper Title. Challenges and ...
ICSM 2014 -- International Conference on Social Media for Business, IIM, Raipur, 10th11th January, 2014 Technical Session 1 Paper Title Challenges and Opportunities of Adaptability of Social Media Practices in Government Organizations in India Abstract Effect of social media on brand loyalty and brand awareness of the consumers, is an emergent concept. Organizations are now focused on enhancing customer experience to create “Brand Loyalty Bond” with their clients. In the 21st century, brands need to have a social story to leverage the emotional and persuasive elements that make offerings lucrative. It offers opportunity to government bodies, to provide prospective platforms for 1) "Voice to All" 2) immediate outreach 3) 24x7 engagement connecting stakeholders especially citizens 4) make information available on public services 5) make policy formulation citizen-centric 6) create community based programs 7) facilitate interactive information sharing 8) interoperability, and 9) connect to citizen touch-points to create a consistent government experience. The article discusses the evolution of Social Media and its adoption by private organizations as well as government organizations, which are an untapped territory until now. The feasibility aspect of Social Media adaptability by government entities, keeping in focus challenges like organizational complexity, steep hierarchical structure, willingness quotient of government workforce, ambiguity in delegation of authority, chances of information mismatch etc., are discussed at length. The article also attempts to suggest a few practical guidelines for Social Media adaptation by government organizations in India.