IT companies have SLA (service level agreements) for their clients in terms of responsiveness but do social media strategists also have them?
If you are tweeting on behalf of your client (and while this is not ideal it may be necessary due to the squeeze on marketing depts) do you say how regularly you will tweet ? From a risk management point of view I think an SLA is vital. If someone tweets your clients organisation in an emergency situation who is going to respond? who is expected to respond to that tweet at 11.55pm? what is the understanding in your business about rapid response from a crisis communications perspective? best get that on the table and ensure all parties have clear expectations.
In the ideal world organisations would engage themselves albiet being mentored along the way. It is simpy better that way, the organisations have the deep knowledge to respond internally to situations that arise and employee involvement is vital to engage honestly with consumers and create powerful change within the organisation itself. Yet, many times clients ask social media marketers to take on the whole kit and kaboodle – devise the strategy and implement the engagement and many times this is indeed necessary.
Apart from the obvious pitfall of the client not being totally involved! what are the logistical pitfalls you have encountered? and what do you think others should be aware of if they undertake this arrangement?