How to Successfully Tackle the Many Roles of the Social Media Manager

How to Successfully Tackle the Many Roles ofthe Social Media Manager Presented by Dave Kerpen #likeable slideshare.net/likeable http://bit.ly/TackleSocial

Have A Question?• Tweet questions to @LikeableMedia or using the hashtag #likeable• Ask questions on our Facebook page at fb.com/LikeableMedia• Use the chat bar in GoToWebinar to ask questions! #likeable

What’s Inside• Why Invest In Your Community?• Roles of a Social Media Manager• How To Do It All• Case Studies #likeable

Meet Likeable? #likeable

Why Invest In Your Community? #likeable

Why Invest In Your Community?• Raise awareness, increase retention, and drive leads• Control, moderate, and get involved• Identify the positive and turn around the negative• Gain knowledge and insight through social media• Allow your brand to exercise the two meanings of likeable #likeable

The Difference It Can Make Unlikeable Social Media Likeable Social Media #likeable

One Becomes Two #likeable

Worst Mistakes Become Public #likeable

Employees Can Air Dirty Laundry #likeable

Roles of a Social Media Manager #likeable slideshare.net/likeable

Roles of a Social Media Manager1. Customer Service Representative2. Entertainer3. Teacher4. Host5. Salesperson #likeable

Customer Service Representative• Customers take their problems to social media instead of 1-800-numbers• Social media posts are public• Response time is expected faster on social media #likeable

Customer Service Representative• How to be a Customer Service Rep: 1. Create a response guideline for FAQs 2. Define your voice for multiple managers 3. Do not delete! 4. Respond to everything #likeable

Entertainer• Customers “like” you because they want engaging content• If you want to be heard through the noise, you have to entertain #likeable

Entertainer• How to be an Entertainer: 1. Make sure your content includes variety 2. Don’t spam, provide value 3. Content must be relevant 4. Be consistent #likeable

Teacher• Provide valuable information… for free!• Be a thought leader in your industry• Publish whitepapers, webinars, etc. #likeable

Teacher• How to be a Teacher: 1. Curate relevant content 2. Dedicate resources to providing value for free 3. Spark conversation 4. Answer all questions #likeable

Host• Your social media page is your cocktail party, and you’re the host• Like any good host, you moderate the conversation• Know what’s being said about your business and frame the conversation #likeable

Host• How to be a Host: 1. Actively monitor your social entities 2. Ask questions and engage conversation with your community 3. Search for conversation beyond your social channels #likeable

Salesperson• You are not selling in the traditional sense• Using social media to generate leads• Ability to increase brand awareness and increase customer retention #likeable

Salesperson• How to be a Salesperson 1. DON’T sell 2. Use webinar, e-books, and whitepapers to generate leads 3. Offer customer specials and deals 4. Become the expert in your industry #likeable

How Do You Juggle It All? #likeable

How To Do It All #likeable slideshare.net/likeable

How To Do It All• Time-saving tools : • Are accessible to multiple team members • Measure, report, and give insight • Monitor, track, and listen • Save time #likeable

Time-Saving Tools• Google Alerts • Have the conversation come to you • Searches the entire web • Get daily/weekly/instant updates #likeable

Time-Saving Tools• Buffer App • Schedule posts at the times when your community is most engaged • Facebook, Twitter, LinkedIn • Analyze content #likeable

Time-Saving Tools• HootSuite • Dashboard for managing all your communities • Publish and schedule posts • Monitor conversation across multiple social channels #likeable

Time-Saving Tools• Google Reader • Keep up with industry news • Variety of news all in one place • Search for you, competitors, industry topics, etc. #likeable

Time-Saving Tools• SocialBro • Twitter analytics • Learn about your followers • Find the most engaging hours #likeable

Time-Saving Tools• Facebook Insights • Learn about your community’s demographics • Analyze individual posts • Track where your “likes” come from #likeable

Time-Saving Tools• PinPuff • Measure brand’s influence on Pinterest • Calculates reach and virality • Pinfluence score #likeable

Time-Saving Tools #likeable

Case Studies* #likeable slideshare.net/likeable *Case studies are clients of Likeable

Case Study – Customer Service Rep• Entenmann’s #likeable

Case Study – Customer Service Rep• Neutrogena #likeable

Case Study – Entertainer• Corkcicle #likeable

Case Study – Entertainer• Hpnotiq #likeable

Case Study – Teacher• Pendaflex #likeable

Case Study – Teacher• Extra Space #likeable

Case Study – Host• Penguin Books #likeable

Case Study – Host• Verizon FiOS #likeable

Case Study – Salesperson• The Company Store #likeable

Case Study – Salesperson• Quality Dairy #likeable

Case Study – Salesperson• Things Remembered #likeable

Case Study – Salesperson• Logitech #likeable

Need Help?• Likeable creates custom social media trainings for your organization• For more information on social media training email Mallorie at mallorie@likeable.com• Email TODAY and get a free ROI E- Book! #likeable

Next Free Webinar• Avoiding a Social Media Nightmare: Building a Solid Content Strategy • Hosted by Cara Friedman • July 26th, 3:00PM EDT http://buff.ly/N7ccJ9 #likeable

Don’t Forget To Vote For…• Nominate your favorite brands at http://bit.ly/votetop40 • Hosted by Dave Kerpen • July 31st, 2PM ET http://bit.ly/LikeableTop40 #likeable

Contact Us/Thanks/Grand Prize! mallorie@likeable.com Likeable.com Fb.com/LikeableMedia Twitter.com/LikeableMedia 212-660-2458 Email TODAY and get a free ROI E-Book! #likeable

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How to Successfully Tackle the Many Roles of the Social Media Manager

by Likeable Media on Jul 18, 2012

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How to Successfully Tackle the Many Roles of the Social Media Manager Presentation Transcript