Regardless of whether or not they take a structured or informal approach to social media, SMBs in general are not using many tools--such as TweetDeck or HootSuite--to manage or measure their social activities. Just 12% of SMBs use any such service, free or paid.
McCabe pointed out another of the study's interesting findings: Responsibility for social media is spread across quite a few different departments at SMBs. "That's as it should be, because you can use social media for everything from marketing to HR," McCabe said.
Sure enough, survey respondents reported a correspondingly wide variety of business uses for social media. The list includes some relatively unsurprising business reasons for using social sites, such as lead generation, brand awareness, and customer service functions. But there also appears to be a significant increase in other uses, too. At midsize businesses, for example, 21% of respondents said they're using social media for internal collaboration, which compares favorably to generating new leads (26%). In the product development arena, 17% of midsize firms reported using social sites to solicit customer feedback. And one in five companies in the midsize segment said they've added a social component to their employee recruitment.
"Social media is starting to be used in non-marketing functions to a pretty high level," McCabe said, noting that ad-hoc users tend to use social media for a much narrower band of purposes. "The businesses, as they get a little more sophisticated and a little bigger, they're definitely seeing the value beyond just this whole marketing thing."
Facebook--and specifically Facebook Pages--stand atop the heap of social channels in terms of penetration, according to the SMB Group study. It rated the highest in terms of usage across all segments. But depending on the specific segment, other channels sometimes rated higher in perceived benefit. Among structured small business users, for example, a company blog was ranked highest in terms of satisfaction. Ad-hoc social media users--both small and midsize--reported the most benefit in coupon sites such as Groupon or LivingSocial. Structured midsize users were happy with their Facebook Page, company blog, and industry-specific communities. The latter is something of an unsung hero in social media, according to McCabe.
"These are big," McCabe said, adding that industry-specific communities tend not to become households names because of their particular focus. But just because they don't have Facebook's brand recognition, doesn't mean they should be overlooked. "[SMBs] are getting a lot of value out of them."