How to Build and Manage a Thriving Facebook Community

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This was the presentation I gave at Social Media Examiner's Facebook Success Summit in 2011 on how to build and manage a thriving facebook community.

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How to Build and Manage a Thriving Facebook Community

  1. 1. How to Build and Manage a ThrivingFacebook Community Presented By Andrea Vahl July 20, 2012 Design ©2011 Social Media Examiner • Content Copyrighted by Presenter
  2. 2. What is a Community? A group of interacting people Shares a common interest or value Do things for each other Sense of belonging ©2011 Social Media Examiner • Do NOT distribute Page 2
  3. 3. Why build Community? Facebook is not a broadcasting tool Most effective when conversation is flowing Better visibility Higher Edgerank More connection More fun! Know, Like, Trust factor ©2011 Social Media Examiner • Do NOT distribute Page 3
  4. 4. Essentials to creating a thrivingcommunity Be a resource Respond and engage Moderate Connect Measure ©2011 Social Media Examiner • Do NOT distribute Page 4
  5. 5. Poll – How many Facebook Pages do youmanage? One – my own company Page Several – all my own Pages One – manage for another company Several for other companies and some of my own None yet, still learning ©2011 Social Media Examiner • Do NOT distribute Page 5
  6. 6. Be a resource - content Your own content Shared content ©2011 Social Media Examiner • Do NOT distribute Page 6
  7. 7. Be a resource - questions Don’t have to have all the answers – just care Direct people to your blog or other resource Get ideas for blog posts from the questions ©2011 Social Media Examiner • Do NOT distribute Page 7
  8. 8. Respond and engage Timely Helpful Don’t worry about negative comments Watch Hidden Posts Follow up within the thread Keep it fun ©2011 Social Media Examiner • Do NOT distribute Page 8
  9. 9. Timely – get notified E-mail notifications Hyper Alerts ©2011 Social Media Examiner • Do NOT distribute Page 9
  10. 10. Negative comments Offer assistance – don’t delete Profanity filter Take it off line Direct message Give e-mail within thread Ban if necessary ©2011 Social Media Examiner • Do NOT distribute Page 10
  11. 11. Hidden posts Check frequently Unhide and respond ©2011 Social Media Examiner • Do NOT distribute Page 11
  12. 12. Follow up Watch the threads Notifications Create community ©2011 Social Media Examiner • Do NOT distribute Page 12
  13. 13. Like your commenters Encourages new comments Let’s them know you saw their post ©2011 Social Media Examiner • Do NOT distribute Page 13
  14. 14. Keep things fun! Social Mix it up ©2011 Social Media Examiner • Do NOT distribute Page 14
  15. 15. Moderate Have a policy Separate tab Info tab ©2011 Social Media Examiner • Do NOT distribute Page 15
  16. 16. Create a policy tab Third party iFrame app HTML or image Involver Static HTML TabPress Wildfire Text or Template Shortstack Tabsite Lujure ©2011 Social Media Examiner • Do NOT distribute Page 16
  17. 17. Delete spam Easier with policy Ban if necessary ©2011 Social Media Examiner • Do NOT distribute Page 17
  18. 18. Watch for comments marked incorrectly Slightly darker color No one else sees them Typically link shares Unmark ©2011 Social Media Examiner • Do NOT distribute Page 18
  19. 19. Connect Support others Fan of the week Highlight other Pages Encourage connection Tag - sparingly ©2011 Social Media Examiner • Do NOT distribute Page 19
  20. 20. Connect – Fan of the week Hand select Fan of the week app ©2011 Social Media Examiner • Do NOT distribute Page 20
  21. 21. Connect - Tag Complimentary Use the @ and start typing the name of the Page Tagging is “buggy” doesn’t always work Try toggling to your Personal profile No longer have to like Page as your Page to respond ©2011 Social Media Examiner • Do NOT distribute Page 21
  22. 22. Connect - comment Like other Pages as your Page Log in as your Page Navigate to the Page to Like Like as your Page Watch your Home feed Comment and add value ©2011 Social Media Examiner • Do NOT distribute Page 22
  23. 23. Connect - Comment ©2011 Social Media Examiner • Do NOT distribute Page 23
  24. 24. People who comment, getcomments Be active Schedule time – 5 minutes See the Pages who like your Page Notifications, See all Drop-down Pages ©2011 Social Media Examiner • Do NOT distribute Page 24
  25. 25. Target complementary pages Start with your Page community Local Pages Watch other Pages’ Likes ©2011 Social Media Examiner • Do NOT distribute Page 25
  26. 26. Find other Pages to connect to ©2011 Social Media Examiner • Do NOT distribute Page 26
  27. 27. Connect the community ©2011 Social Media Examiner • Do NOT distribute Page 27
  28. 28. Measure Drill into insights Assess the health of the community Download stats ©2011 Social Media Examiner • Do NOT distribute Page 28
  29. 29. 7 Insights to watch Post Feedback/Post Virality (new!) Likes/Unlikes Page Activity/People Talking About This (new!) Demographics Like Sources Facebook Shares Edgerank ©2011 Social Media Examiner • Do NOT distribute Page 29
  30. 30. Post feedback Number of Likes + Comments divided by Impressions Download and save 0.1% decent number ©2011 Social Media Examiner • Do NOT distribute Page 30
  31. 31. Post Virality (new!) Go to www.Facebook.com/insights to get new stats ©2011 Social Media Examiner • Do NOT distribute Page 31
  32. 32. Page activity Watch what is working What are they looking at? Hidden Mentions are still counted Had a Facebook tip, and helpful article ©2011 Social Media Examiner • Do NOT distribute Page 32
  33. 33. People Talking about This (new!) Trend is graphed Includes Likes, Shares, tags, comments, post, check-ins Event RSVPs and answering Questions. ©2011 Social Media Examiner • Do NOT distribute Page 33
  34. 34. Demographics Watch trends Speak to your audience ©2011 Social Media Examiner • Do NOT distribute Page 34
  35. 35. Like sources Stream - News Feed Suggestions - Facebook suggestions to users Requests - User to user suggestion Search - Facebook search bar at the top of the page User Profile Page - links from another users’ profile page Like Box - Like Box plugin ©2011 Social Media Examiner • Do NOT distribute Page 35
  36. 36. Facebook shares Do more of what works Where your audience is Sharethis.com Wibiya Shareaholic ©2011 Social Media Examiner • Do NOT distribute Page 36
  37. 37. Edgerank Algorithm for being seen on Facebook Edgerankchecker.com Post directly to Facebook to improve Edgerank ©2011 Social Media Examiner • Do NOT distribute Page 37
  38. 38. Hot tip – avoid third party tools Posts collapsed in News Feed from third party tools Hootsuite Tweetdeck Twitter NetworkedBlogs PublishSync PostPlanner* PostPlanner has a custom White Label version that doesn’t collapse in the News Feed ©2011 Social Media Examiner • Do NOT distribute Page 38
  39. 39. Art of coordinating multipleadmins Be careful about giving admin privileges Add Admin two ways Can remove yourself Any Admin can add ©2011 Social Media Examiner • Do NOT distribute Page 39
  40. 40. Ways to coordinate multipleadmins Different times “on duty” Different roles Posting Wall questions Hint: Refresh to see new comments OK if two respond Can delete comments that are incorrect ©2011 Social Media Examiner • Do NOT distribute Page 40
  41. 41. Assign to others Have a secret Facebook Group to coordinate Give a direct link to the post to pass to others ©2011 Social Media Examiner • Do NOT distribute Page 41
  42. 42. Let people meet the admins Team Page Sign their names ©2011 Social Media Examiner • Do NOT distribute Page 42
  43. 43. Posting as your Page vs Profile Check Your Settings Toggle if needed Posts by people do not go out into the News Feed ©2011 Social Media Examiner • Do NOT distribute Page 43
  44. 44. News Ticker Can follow up right from Ticker Must have Posting as your Page checked Only see Ticker comments from personal friends ©2011 Social Media Examiner • Do NOT distribute Page 44
  45. 45. Lastly a few more hot tips onengagement Ask questions anyone can answer Make it personal Don’t be afraid to use your voice Watch and steal ideas Change it up Have fun! ©2011 Social Media Examiner • Do NOT distribute Page 45
  46. 46. Connect with me www.AndreaVahl.com Visit me on the Social Media Examiner Page: www.facebook.com/smexaminer Email andrea@andreavahl.com You can also connect with Grandma Mary – Social Media Edutainer at www.facebook.com/GrandmaMaryShow ©2011 Social Media Examiner • Do NOT distribute Page 46

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