Douglas Wilson
Community Executive, Yomego
@dougw_yomego
@mrmanwich
Who are we?

Yomego is a specialist social media agency.
We work collaboratively with clients to engage audiences in socia...
What we do
Research and Insight

Strategic Planning

The web is a huge unstructured
focus group. Our proprietary
tools and...
What is Community Management?
Where Does the Community Live?
What’s It All About?
•

Content Creation & Planning

•

Customer Service

•

Audience Building

•

Engagement

•

Creation...
The Community Management Sandwich
•

A Strong Foundation:
– The bread and butter
– Knowing your tastes

•

Fresh Content
–...
Our Communities
Our Approach
•

Research
– Who are they?
– How do they behave?
– Where do they congregate?

•

Gaining Expertise on the su...
Analytics available: Facebook
What could go wrong?!?
What could go wrong…

Dissatisfaction

Trolls

Mistakes can happen…

In-fighting between
community members
When Things Go Wrong

•

Acknowledge

•

Act

•

Sympathise

•

Commit to resolving

•

Follow up
Going Forward
Experimenting with new platforms:

Embracing and understanding
analytics as they information
becomes more gr...
Traits of a #cmgr
•

Patience

•

Creativity

•

Objectivity

•

Adaptability

•

Reactivity

•

Empathy

•

Analytical ab...
Any Questions?
If you would like to know more,
get in touch.
Douglas Wilson
Community Exec
@dougw_yomego
@mrmanwich
mrmanw...
Community management: An Intro by Doug Wilson, Community Exec @ Yomego - Strathclyde University Lecture - 061113
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Community management: An Intro by Doug Wilson, Community Exec @ Yomego - Strathclyde University Lecture - 061113

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Yomego Community Executive Doug Wilson gives an introduction to Community Management to Strathclyde University students selecting the Digital Marketing and Social Media class elective.

Published in: Marketing, Technology, Business
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Community management: An Intro by Doug Wilson, Community Exec @ Yomego - Strathclyde University Lecture - 061113

  1. 1. Douglas Wilson Community Executive, Yomego @dougw_yomego @mrmanwich
  2. 2. Who are we? Yomego is a specialist social media agency. We work collaboratively with clients to engage audiences in social media and drive meaningful business value.
  3. 3. What we do Research and Insight Strategic Planning The web is a huge unstructured focus group. Our proprietary tools and specialist experts provide actionable insight from a mass of data and opinions. Our planners help determine the right direction to maximise value and deliver quantifiable ROI. Creative Delivery Our specialist tech and creative teams devise compelling customer experiences that harness the full potential of social media spaces. Community Management Recruiting, nurturing and managing thriving brand communities around brands. Our blogger outreach repository provides access to engaged audiences all over the world
  4. 4. What is Community Management?
  5. 5. Where Does the Community Live?
  6. 6. What’s It All About? • Content Creation & Planning • Customer Service • Audience Building • Engagement • Creation of Value  Advocacy • Listening • Analysis & Reporting
  7. 7. The Community Management Sandwich • A Strong Foundation: – The bread and butter – Knowing your tastes • Fresh Content – Mix it up – LISTEN to recommendations • Attention to Detail: – Feeding time – Best before – Fixing things @mrmanwich / mrmanwich.com More on the Yomego blog: http://www.yomego.com/blog/posts/2013/may/09/the-community-management-sandwich/
  8. 8. Our Communities
  9. 9. Our Approach • Research – Who are they? – How do they behave? – Where do they congregate? • Gaining Expertise on the subject matter • Tone of Voice & Messaging • Incentives for interaction • Content Planning • Rewarding ‘good behaviour’ – Sharing UGC • Engagement – Encouraging the community to become self sufficient
  10. 10. Analytics available: Facebook
  11. 11. What could go wrong?!?
  12. 12. What could go wrong… Dissatisfaction Trolls Mistakes can happen… In-fighting between community members
  13. 13. When Things Go Wrong • Acknowledge • Act • Sympathise • Commit to resolving • Follow up
  14. 14. Going Forward Experimenting with new platforms: Embracing and understanding analytics as they information becomes more granular.
  15. 15. Traits of a #cmgr • Patience • Creativity • Objectivity • Adaptability • Reactivity • Empathy • Analytical ability
  16. 16. Any Questions? If you would like to know more, get in touch. Douglas Wilson Community Exec @dougw_yomego @mrmanwich mrmanwich.com /yomego @YomegoSocial Glasgow London The Lighthouse 70 Mitchell St Glasgow G1 3LX Longbow House Chiswell St London EC1Y

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