Social For Field Service: To Use, Or Not To Use

“Social” has taken over the world by storm. It is a source for mass communication, inclusivity, and enables information to flow TO a social user, eliminating the need to spend time and effort seeking out topics of interest. This is clearly a valuable tool for what seems to be an infinite number of time consuming, information gathering tasks.

When it comes to keeping in touch with friends and family, gone are the days of uploading photos to our computers and emailing them to our loved ones. Gone are the obligatory post-vacation e-mails summarizing our trips across the globe; or our Sunday family barbecues, as updates on day to day living are pushed directly to our devices to which we are consistently connected. It can be a valuable commodity for our businesses, to enable real time updates as to complaints or praise surrounding our operations. Planning a vacation has become increasingly easier as we can peruse through our friends photos of hotel options, and can be alerted of new reviews in real time, as they are posted.

However, when discussing “social” with field level managers in the field service industry, the seemingly visceral involuntary reaction is the passive aggressive, dismissive, rolling of the eyes.

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