CASE SMC 10: Community Management (ppt)

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Elizabeth (Liz) Allen's presentation at CASE SMC 10 on Social Media & Community Management

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CASE SMC 10: Community Management (ppt)

  1. 1. Community Management Elizabeth Allen http://www.adaptivateblog.com @lizallen liz@adaptivateblog.com
  2. 2. Slides http://www.slideshare.net/adaptivate or: http://www.slideshare.net/group/case-smc/slideshows
  3. 3. Photo by Flickr User Dunechaser
  4. 4. Total Control --> Little Control One to Many --> Conversation tech/coding/IT expert --> user friendly Official Communications --> Community Management
  5. 5. A Social Media Job is Born: Community Manager •Community managers are always plugged in; no set time for “doing social media” •Work IS Facebook, Twitter, Flickr, YouTube - and it is to be taken seriously (sometimes) •They are “digital natives” •They are “plorkers” (via @jfwp)
  6. 6. Community Managers must have: •Big Eyes: watch trends and behavior •Big Ears: listen to what constituents are saying to one another •Little Mouth: keep quiet, resist the urge to be defensive Thanks to Andy Shaindlin, @alumnifutures + http://www.alumnifutures.com
  7. 7. Photo by Flickr User
  8. 8. Photo by Flickr User EricGjerde
  9. 9. Alerts
  10. 10. Google Alerts
  11. 11. Facebook
  12. 12. Facebook: What to Watch •New group member requests (for Groups, not Pages) •Discussions •Wall Posts •Photos
  13. 13. Facebook •Weekly Summaries via email for FB Pages •# Visits to your page •+ Fans per week (and # this week (# Visits last total Fans) week) •# of Wall Posts, •Stats Dashboard Comments, and Likes this week (# last week)
  14. 14. Twitter
  15. 15. Twitter Lists & Followbacks: @CASEsmc
  16. 16. LinkedIn
  17. 17. LinkedIn: What to Watch •New group member requests •Discussions •News stories (can post via RSS) •Job Posts
  18. 18. Photo by Flickr User sarawestermark
  19. 19. What if Something “Bad” Happens? •If you can’t delete - compete •develop a thick skin •crowd out bad information, make your presences the best place for information about your school or institution •there is no digital “tattoo removal”
  20. 20. by @charleneli via @andrewcareaga (who got it from @davinagould via @markgr via @imeldak)
  21. 21. Measuring Success: Quantitative •Traffic •Number of RTs (re-tweets) •Number of conversations/threads •Number of followers/fans •Number of click throughs •Overlay data from other sources (your website, etc)
  22. 22. Measuring Success: Qualitative •Are you reaching audiences you never reached before? •Are you being talked about in a positive light? •Are you engaged in meaningful conversations?
  23. 23. Summary: Community Management •It’s a real job! •Be like the tarsier •It’s many jobs in one •Assemble and use a toolkit •Measure qualitative and quantitative results •We’re all community managers!
  24. 24. Resources •Diigo group: http://groups.diigo.com/group/casesmc •Slides: http://www.slideshare.net/adaptivate •My Blog: http://adaptivateblog.com
  25. 25. Thank You! Twitter: @lizallen liz@adaptivateblog.com http://adaptivateblog.com

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