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If you're using social media management tools, are they managed by one or multiple teams?

We're not using any tools currently

One team manages them all

Multiple teams manage them

Is there a process to securely manage your social media tools?

(e.g. Updating passwords)

Yes, there's a clear process

It's done ad hoc

No, not really

How often are senior managers/ the C-suite updated on the business' strategic use of social media?

Every quarter

Annually

Less often

Never

Is one team responsible for coordinating social media management across the business?

Yes, one team

Multiple teams manage different parts

It's managed by an external agency

How well aligned is the use of social media to the business' priority objectives?

Very well aligned

Quite well aligned

Somewhat aligned

Not aligned at all

Is there a process to pause all social media activity outside of office hours (e.g. In a crisis)?

Yes, there's a clearly defined process

We have a process but it's not clearly defined

No, there's no set process

Is there a process to manage a sudden spike in negative comments on social media?

Yes, there's a clearly defined process

We have a process but it's not clearly defined

No, there's no set process

Is there a social media policy for employees which is easily accessible?

Yes, it's easy for employees to access

Yes, one exists, but it's a bit tricky to find

No there isn't an employee policy

When was the social media policy for colleagues last updated?

In the last 6 months

In the last 12 months

In the last 2 years

More than 2 years ago

Who's responsible for social media community management? (i.e. Going beyond just responding to questions)

How are new learnings from each social media campaign or project recorded?

We use an online collaboration tool (e.g. Yammer)

A separate end-of-campaign report is created

We don't routinely capture them

Are internal benchmarks used to track the performance of different social media activities?

Yes, for everything we do

Each project is judged on its own merits

We don't use internal benchmarks

How do you measure the impact of social media activity on the brand?

As part of wider brand tracking research activity

Brand tracking offered by the social networks

Other 'proxy' metrics (e.g. reach, engagement)

We don't directly measure the impact

All of the above

How closely is social media content development and paid media planning aligned?

Very well aligned

Quite well aligned

Somewhat aligned

Not aligned at all

To what extent do employees from outside the social media team contribute content or ideas?

They're actively encouraged to

Ad hoc; we'll consider any ideas they submit

Very little, if at all

Not applicable

Is there a process for creating 'reactive' social media posts? (e.g. within 24 hours of an opportunity)

There's a very clear process

We do it on an ad hoc basis

We struggle to turn around content quickly

How does a business function, team or location setup a new social media account?

They complete a request form and checklist which is reviewed by the social media team

They will email or call the social media team to request

They'll just set it up independently

Not applicable

Is the purpose of each of the business' social media accounts clearly defined?

Extremely clear

Quite clear

Not very clear

Not clear whatsoever

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