There will always be internal conflict in any business when it comes to Social Media. Sales v marketing v communications!
According to some experts in the field of social media it is all about reach, retention and revenue and this is refreshing and a message that is often lost in the world of Facebook and Twitter. Don’t get me wrong fans love to see their hero wearing a Santa hat but if they look and then don’t even consider buying anything then the contact has been a waste.
As mentioned any social media campaign should reach the right customer, retain their interest and generate revenue. Working in sport the battle is to make sure that the revenue element is the main purpose of any customer contact, although not so overtly commercial that the fans opt out or switch off.
Communication departments will always want to use action shots and emotive images to excite the fans but will it sell a ticket or a shirt?
The debate will always rage and the route taken will be determined by who leads the business, the CEO will influence. The sales arm of the business will want to sell, sell, sell but the communications side will simply want to inform. If it doesn’t push people towards a purchase or raise the profile of a sponsor then consider it carefully.
It isn’t simply about how many followers you have but how quickly this continues to grow and what you say to them. Sports clubs will always be nervous about using the players they have to help sell their brand but pick your players carefully and make sure they are on message for you. They will soon realise that the more followers the more they could benefit should they decide to release a clothing range!

Acting quickly and making the message relevant is the key with any message, leave it too long and the interest has gone. You only need to look at the NFL Superbowl, while the lights were out for 34 minutes Oreo tweeted an image with “you can still dunk in the dark” which ultimately got them as much coverage for almost nothing as their multi-million dollar advert. It was retweeted 10,000 times within the hour.
If you can find a way to ensure that Communications realise the importance of sales and the sales realise the importance of engagement then the marriage can be a happy and profitable relationship that bears fruit or at least lots of people who follow you on Facebook and less time looking for kittens that sneeze.
Adrian Blackburn is the Head of Corporate Relations for Bolton Wanderers FC. Adrian is responsible for all business to business sales including matchday hospitality, sponsorship and advertising. He has worked at BWFC fr five years and also held a similar position with The Wigan Warriors Rugby League Club.
Adding experience in the Financial Services sector he worked for the Royal Bank of Scotland as Product Development Manager for their £2 billion insurance division with a real focus on innovation with brands such as Tesco Finance, Virgin Money and Natwest.
In 2003 he graduated from Leeds Business School having studied for an MBA.
Adrian Blackburn’s 
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