COMMUNITY The key to your onlineMANAGEMENT community
WHAT IS A COMMUNIT Y MANAGER?A community manager is the eyes, ears and voice of your socialmedia presence. They do any or all of the following: Monitor your online reputation Respond to questions and comments directed at your brand Research your target audience and how they interact online Create and curate content Find new fans and followers Interact with your existing fans and followers
WHY IS ITIMPORTANT??????????All of theser o l e s to my l e f tare importantto b e i n gs u c c e s s f ul w i t hsocial media.O t h e r w is e ,yo u ’r eoperating in av a c u um.
KNOW YOUR TOOLSHow do community managers stay on top of everything 24/7?
WHAT’S IN YOUR TOOL BOX? Hootsuite Tweetdeck Social Oomph Hyper Alerts Social Mention Mobile Apps Google Alerts Nutshell Mail Disqus
TWEETDECKAdd columns just like Hootsuite Mentions Home Feeds Lists Direct Messages Searches
POP-UP NOTIFICATIONSThis amazing feature can be set to notify you of everything, or just specific things.
TWEETDECKColumns you may not know about: New Followers Trending Topics Twitscoop Locations
YOU CAN STEP AWAY! Some great tools that will notify you when something does happen: Social Oomph Nutshell Mail Linked In notifications Social Mention Hyper-Alerts
DON’T BE AFRAID TO GO MOBILE So many apps!TwitterTweetdeckHootsuiteFacebookLinked InGoogle+
KNOW HOW TO LISTENPart of being successful in social media is to listen first and then respond with what your audience wants.
WHERE TO LISTEN Find out where your target market is:Forums Niche social platforms Industry specific Tumblr Interest specific QuoraFacebook pages SermoLinked In Groups ParentLink Home FarmingTwitter Ning Community lists Pinterest Chats (#smchat) Geography
WHICH METRICS MATTER? Metrics that give you more Big Picture Metrics insight Number of fans and Content Consumption: followers Impressions Number of mentions Post Views Talking about this Number of retweets Shares Page views Clicks Unique Visitors Interactions Email subscribers Post Feedback RSS subscribes Engagement
GETTING INTERACTIONThe whole point is to get users to interact with your brand right?But who wants to interact with a ________ ?That depends on how well you’ve done your research!
5 QUESTIONS TO ASK BEFORE YOU WRITE THAT POST:1. How do my users interact online?2. What kinds of content do theyinteract with the most?3. What are your most clicked on andviewed posts?4. What time are my users online?5. Is this content engaging or static?
GETTING INTERACTIONTry asking a questionTell your fans what you want them to do (“please RT”, “Share with a friend”, “Like this post…”) Integrate the latest trends into your brand (CDC and zombies)Stay on top of hot topic trends Anyone remember this guy?
GO WHERE YOUR FANS AREPeople don’t flock to every brand page they seeon every social site. Do your research and gowhere they are.ForumsNiche social sitesAlready established Linked In GroupsOther fan pagesTwitter Chats
• Create a responseBe the policy KNOW 5%! • Respond in a timely HOW manner TO • Be proactive and anticipate negative REACT feedback • Don’t be afraid of negative feedback • Create raving fans by going above and beyond
NEWS FLASH!We don’t live in a perfect world! At somepoint, no matter how hard you try, you’regoing to upset someone whether you didanything wrong or not!
HANDLING NEGATIVE FEEDBACKStep 1: Anticipate what some common complaints are in yourindustry or with your brand and make a list.Step 2: Come up with some general response guidelines for yourmost common complaints.Step 3: Come up with a chain of command for reporting andresponding when something is above and beyond your plan.Step 4: Respond in a timely manner, apologize and personalizethe message by using their name.Step 5: Take it of fline! Don’t be a canned response!
STEP 1: ANTICIPATE Customer service issues Product dissatisfaction Website not working “Fact Checking” Of fended by your post Inappropriate comments Spam Anticipate what some common complaints are in your industry or with your brand and make a list.
STEP 2: CRAFT A PLAN How do we respond to each incident? What if something is above and beyond our plan? Who do we contact if we need more information? Who is responsible for responding? When do we delete comments? BLEEP! Come up with some general response guidelines for your most common complaints.
STEP 3:CHAIN OF COMMAND Who’swatching? Who receives the feedback? Who responds?
STEP 4&5: RESPONDMost people just want to be heard, and they want to know thatyou care about their problem.Rules of thumb for responding: Respond in a timely manner Apologize Use their name Of fer to make it right Take the conversation of fline
DON’T JUST DELETE! 5 Reasons why:1. It sends a message that you don’t care2. It looks like you are hiding something3. You WANT to know when things go wrong4. You have a unique opportunity to create a raving fan5. You will gain more trust and respect from your fans