From Critical Requirements of an Enterprise Social Platform Whitepaper:

You may be asking yourself, “What in the world is a role based system and why should I care about it?” People in your organization have significant differences in knowledge, expertise, and needs. They also require different levels of oversight and control. They might also have a variety of different responsibilities within the organization. Any software system that considers everyone an “advocate” or “user/administrator” just won’t cut it in the long run. Not only are employees’ needs different, but they also mature as they learn and begin to use social.

rfactr CRM DashFor example, a user that starts with simply amplifying content to their social networks without any need to engage might soon realize that monitoring and responding to “likes”, “follows”, and “retweets” is valuable. They will need a system that can grow with them while maintaining the controls of the organization. These are the same requirements that you currently have for CRM system, your Outlook email system, phone system, etc.

A role-based system allows you to create as many different roles as you like and then assign specific rights, permissions, capabilities, features, etc., to that role. Anyone that fits that role can be easily put into that role instead of an administrator creating each user account from scratch. This is literally the backbone of your entire program and it should be researched with great vigor.

Here is a quick example of how important this capability becomes. For one of the largest insurance companies in the world, our strategy sessions uncovered that they had two large groups: brokers and independent agents. Additionally, each group was broken down into different business units that sold different products. Each of these groups was measured by region and even local teams. It became a true requirement for reporting, content segmentation, and analytics that we create a “role” for each group. This led to over 200 specific groups or “roles” of users within our system. This might seem overwhelming, however, if the management platform can support it, it is very straight forward…