COMMUNITY MANAGEMENT TOOLS AND          TECHNIQUESPaul FabrettiDigital Director, Brazen PR@paulfabretti CIPRNWSocialSummer
WHAT WE’RE GOING TO COVER1.  What IS community management?2.  Why is there a problem?3.  Common community management    is...
WHAT ARE WE TALKING ABOUT?§  Developing and nurturing an audience    under a common interest:         § Creating content...
WHY ARE WE TALKING ABOUT IT?§  1: These are tough times:    § Recession PR - more from less    § Undefined role/structu...
WHY ARE WE TALKING ABOUT IT?§  2: Consumer behaviours changing:   § Always-on – how to keep up   § Shares – good & bad ...
TYPICAL CM ISSUES - CHANNELS§  1: Social is multi-format and mobile:       § Diverse - different platforms with         ...
TYPICAL CM ISSUES - GEOGRAPHY§  2: Social is global:       § Timings – different time zones       § Language – multiple...
TYPICAL CM ISSUES - ORGANISATION§  3: Social isn’t everyone’s business    § Curation – different teams, different plans ...
CM PLANNING CHECKLIST – AUDIENCE§  1a: Know:    § You & your products    § Your competitors    § Your sector          ...
CM PLANNING CHECKLIST – AUDIENCE§  1b: Know:    § Media split – which are your time-       consuming channels    § Them...
CM CHECKLIST – THE AUDIENCE Understanding the media split is crucial – know where you time-consuming channels areCIPRNWSoc...
CM CHECKLIST – THE AUDIENCE          15%          230                               4%                                6   ...
CM PLANNING CHECKLIST – TIME§  Twazzup:  §  Velocity  §  Influencers  §  Popular:     §  users     §  hashtags     §...
CM PLANNING CHECKLIST – INFLUENCERS§  Socialbakers:  §  Key Influencers  §  Twitter & Facebook  §  Most engaged      u...
CM PLANNING CHECKLIST – CONTENT§  edgerankchecker:  §  Content performance  §  Evaluate news stream      visibility/ av...
CM PLANNING CHECKLIST – TIMINGS§  Expectations:  §  Routine  §  Opening hours  §  Setting      expectations  §  House...
CM PLANNING CHECKLIST – CONTENT§  retweetrank:  §    Reach and Exposure  §    Average RT/Tweet  §    Total RT’s  §   ...
CM PLANNING CHECKLIST – PEOPLE      STRATEGIST            COMMUNITY            EDITOR         RESEARCHER                  ...
CM PLANNING CHECKLIST – POSTING§  Content plan:  §  Annual plans  §  2/3-months ahead  §  Localisation  §  Legal appr...
CM PLANNING CHECKLIST – MODERATION                                                                                        ...
CM PLANNING CHECKLIST – PLATFORMS§  Platforms:  §  Auto-schedule  §  Team roles/      permissions/      assignments  §...
SUMMARY§  Check volumes/channels§  Categorise content/issues§  Know who/what to respond to§  Use a professional tool (...
QuestionsCIPRNWSocialSummer
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CIPR North West - Social summer 12: Community management tools and techniques

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As the old saying goes, technology is scalable but people are not. This is never more true than in social media. As the importance of social channels grows, how can you find the best ways to grow with the demands of your audiences? Here, we will look at some of the tools and considerations you need to take into account to make the management of your social media channels as effective as possible.

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CIPR North West - Social summer 12: Community management tools and techniques

  1. 1. COMMUNITY MANAGEMENT TOOLS AND TECHNIQUESPaul FabrettiDigital Director, Brazen PR@paulfabretti CIPRNWSocialSummer
  2. 2. WHAT WE’RE GOING TO COVER1.  What IS community management?2.  Why is there a problem?3.  Common community management issues4.  So what do you need to think about?5.  Questions CIPRNWSocialSummer
  3. 3. WHAT ARE WE TALKING ABOUT?§  Developing and nurturing an audience under a common interest: § Creating content § Responding to customers: § Customer service/sales § Outreach/moderation § Directing business change CIPRNWSocialSummer
  4. 4. WHY ARE WE TALKING ABOUT IT?§  1: These are tough times: § Recession PR - more from less § Undefined role/structure – who and when? § Inefficient – time drain CIPRNWSocialSummer
  5. 5. WHY ARE WE TALKING ABOUT IT?§  2: Consumer behaviours changing: § Always-on – how to keep up § Shares – good & bad content/experiences § Collaborates – together consumers are stronger § Creates – on-ramp to creativity is much lower now than ever CIPRNWSocialSummer
  6. 6. TYPICAL CM ISSUES - CHANNELS§  1: Social is multi-format and mobile: § Diverse - different platforms with different functions § Content types – different formats § Speed of response – real-time CIPRNWSocialSummer
  7. 7. TYPICAL CM ISSUES - GEOGRAPHY§  2: Social is global: § Timings – different time zones § Language – multiple translations and tones § Variances – local product and trends CIPRNWSocialSummer
  8. 8. TYPICAL CM ISSUES - ORGANISATION§  3: Social isn’t everyone’s business § Curation – different teams, different plans § Purpose – comms or marketing or CS § People – not everyone cares (or knows) as much as you § Feedback – how does the business learn CIPRNWSocialSummer
  9. 9. CM PLANNING CHECKLIST – AUDIENCE§  1a: Know: § You & your products § Your competitors § Your sector YOU § Where § Media Used § Metrics CIPRNWSocialSummer
  10. 10. CM PLANNING CHECKLIST – AUDIENCE§  1b: Know: § Media split – which are your time- consuming channels § Themes – recurring issues or praise § Content – conversations or mentions § People – Influencers or Passives CIPRNWSocialSummer
  11. 11. CM CHECKLIST – THE AUDIENCE Understanding the media split is crucial – know where you time-consuming channels areCIPRNWSocialSummer
  12. 12. CM CHECKLIST – THE AUDIENCE 15% 230 4% 6 10% 2 44 Understanding the media split is crucial – know where you time-consuming channels areCIPRNWSocialSummer
  13. 13. CM PLANNING CHECKLIST – TIME§  Twazzup: §  Velocity §  Influencers §  Popular: §  users §  hashtags §  keywords CIPRNWSocialSummer
  14. 14. CM PLANNING CHECKLIST – INFLUENCERS§  Socialbakers: §  Key Influencers §  Twitter & Facebook §  Most engaged users §  Post reach/ engagement CIPRNWSocialSummer
  15. 15. CM PLANNING CHECKLIST – CONTENT§  edgerankchecker: §  Content performance §  Evaluate news stream visibility/ average engagement metrics for each post §  Identify optimum times/content for your sector CIPRNWSocialSummer
  16. 16. CM PLANNING CHECKLIST – TIMINGS§  Expectations: §  Routine §  Opening hours §  Setting expectations §  House rules CIPRNWSocialSummer
  17. 17. CM PLANNING CHECKLIST – CONTENT§  retweetrank: §  Reach and Exposure §  Average RT/Tweet §  Total RT’s §  Influencers §  Follower growth and more CIPRNWSocialSummer
  18. 18. CM PLANNING CHECKLIST – PEOPLE STRATEGIST COMMUNITY EDITOR RESEARCHER MANAGER•  Commercial •  Delivery of •  Writing •  Brand objectives content plan •  Status monitoring•  Metrics •  Content Updates (and •  Competitor•  Process (sourcing, moderation accompanying analysis posting, moderation) •  Influencer/ multimedia •  Content•  Content Strategy: Detractor content) gathering – (frequency, time, management •  Blog posts internal liaising content type, •  Issue moderation process) escalation•  Internal strategic •  “General” liaison conversation CIPRNWSocialSummer
  19. 19. CM PLANNING CHECKLIST – POSTING§  Content plan: §  Annual plans §  2/3-months ahead §  Localisation §  Legal approval §  Assets (lead times) §  Posting schedule §  A SHTF plan CIPRNWSocialSummer
  20. 20. CM PLANNING CHECKLIST – MODERATION Take reasonable action to fix issue and let customer know action taken POSITIVE NEGATIVE Yes Yes Do you Evaluate Does customer No Assess the want to the need/deserve message respond? purpose more info? Yes Yes Are the No No Unhappy Gently correct factsResponse Customer? the facts correct? No Dedicated Yes Are the No Yes Can you No Complainer facts add value? ? correct? No YesRespond in Is the Explain what is Thank the Yes kind & Comedian? problem being done to person being fixed? share correct the issue. No Yes Let post stand and monitor CIPRNWSocialSummer
  21. 21. CM PLANNING CHECKLIST – PLATFORMS§  Platforms: §  Auto-schedule §  Team roles/ permissions/ assignments §  Moderation queue §  Content/user flagging §  Engagement analytics CIPRNWSocialSummer
  22. 22. SUMMARY§  Check volumes/channels§  Categorise content/issues§  Know who/what to respond to§  Use a professional tool (to schedule, moderate, assign)§  Plan ahead – content gathering§  SHTF plan CIPRNWSocialSummer
  23. 23. QuestionsCIPRNWSocialSummer
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