Social Media Maturity Model: The Social Work of Community Service

By Ian Jacobs, senior analyst, Datamonitor. The ambitious nature of the model itself makes dissecting it a daunting prospect. As Christopher Carfi alluded to in his June 3rd post, any one of the throughlines in this model could form the basis of 30 days of meaningful discussion. I'm going to try to tackle a reasonably small segment of the model: some of the ways that customer service might change that are not explicitly detailed in the model. I have two main areas to expand on: social media–focused service as a driver of improved product development and community-assisted service or user-collaborative service.