Social media introduces a new problem of sorts, one where the answer is lost in the politics and corresponding burrows of debate as to who owns social media within the organization. As brands venture into social networks, many are unwittingly contributing to the dilution of their brand image, value proposition, and mission amongst a new genre of social customers and influencers. The mission and vision statements of old no longer convey authority or inspire conviction in an era where the audiences to which we are trying to connect now possess audiences of their very own. The ability to connect with someone and inspire them to take meaningful action is in direct competition with the actions of social customers who are intentionally or indirectly building communities around their views and interests. In my work, I’ve uncovered what I call the Last Mile or Last Kilometer of Social Media, a challenge that will face every business in the attempts to engage with consumers and influencers and impede the cultivation of dedicated and flourishing online communities. The last mile is a term associated with the cable and internet provider industries, representing the final leg of delivering connectivity from a provider to a customer. It is symbolic of the human connection required to take a service from the connection hub in any given neighborhood to the home of the new customer. (via The Last Mile: The Socialization of Business
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