The invisible workload of social media

Recently I’ve noticed how organisations who are starting to use social media are radically underestimating the time investment that such work requires… and often adding this work onto the job description of people who are already pretty busy. This is a bit of a mistake – it’s important to work out exactly what is involved in generating and getting content out successfully into the web community and to your followers.

Talking recently to a photographer, I was struck by how he described his clients’ lack of understanding about what it took to properly publish his work online so that people saw it. Usually basing their own assumptions on their (limited) use of Facebook to share photos, they see it as an easy thing, which doesn’t require much time of special knowledge.

For a modern photographer, taking the photo is just the start of things… then comes processing of RAW files, then into Photoshop for some finishing touches to the post production process. Then resizing the image files and getting the colours right for print or web, depending on their use.

Over to Flickr, there’s uploading and creating (good) titles, descriptions, tags, geo-tags and other meta-data. Then there’s the option of doing a bit of research on Flickr to find appropriate groups to put the photos on. Then beyond Flickr, there are the other online places you might want to embed or publicise the content. Facebook, Twitter, client’s websites, niche networks etc.

Only then can he really consider his job ‘done’… and it takes at least as long as he used to spend in the dark room in the old days of film, when clients could appreciate that it took a good deal of time, art and experience to create a photographic object.

The same is true of text content (edits, re-edits, checking sources, writing for web and search, adding metadata, double checking, publishing,  pushing the content out to other networks etc). And the same with video – shooting, editing, captioning, converting into the right format, uploading (sometimes to multiple sites), embedding, publicising on other networks etc…

Often, a brand is also running a presence on Facebook – which needs its own attention, then there’s responding to incoming communications, monitoring online activity etc. All in all, it can be time consuming if you’re planning to attend to your online activity meaningfully.

So when we’re talking to companies who are looking at working seriously in the real time web environment, we’re pretty eager to hear how they plan to provide enough people time to resource it. Who will be doing the actual work, and how will it fit into their job? I do hear too many saying that they’ll just ‘add it onto’ someone’s existing role – and it’s a bit of a red flag.

The cost of online technology has come crashing down in recent years – but the requirement to provide some real human time paying attention to online activity has increased. Rather than just see this as an opportunity to save money from the technology budget, companies should be re-investing those savings in human time to pay for all the work that is actually involved in running a successful online presence.

It’s great the brands are now able to run their own online media presence, but it takes time and human effort – and that is what generates the value – people. So if your thinking of investing in this space, think in terms of time, rather than money.


  1. One of our big starting points with clients is enabling them to use social media (internally) to free up their workload, THEN and only then look at utilising the time saved to doing social media well (externally) 😉

  2. Sensible. There’s certainly a lot of time that can be saved with collaboration tools as you know. I’m not sure that the time saved can always easily be reshuffled into external communications work – it’s often not located in the same place within the organisation. But good point, nonetheless 😀