HERE’S something that gets my goat in a big
way: Organisations who purport to embrace the modern advantages of social media
but continue to live in the past.
Broadly, I refer to bodies who fail
spectacularly to grasp the concept that Twitter, Facebook, et al, are means of
communication and are, therefore, “live” 24 hours a day. The key is in the
words “social” and “media”, the latter being the more important of the two.
Specifically, I refer to NHS 24, which, for
the uninitiated, is an “online and telephone-based health information and
self-care service”. In plain language, it is who you call if you are in need of
medical help outside of “normal” hours.
Now, my gripe is not with NHS 24 generally and
its fine frontline medical professionals. It relates to its management – in
particular its communications management.
As I regularly state, like a stuck CD, to
those in my circle of influence, social media is a form of publishing. This
principle is not overly important for those using the likes of Twitter