CASE SMC '10: Community Management (ppt)


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Elizabeth (Liz) Allen's presentation at CASE SMC 2010 in Chicago re: Community Management

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  • rewind and talk about what we’ve learned so far, and how this fits in
  • communications have changed - one to many, now a conversation
  • Used to be the “IT Guy” who managed the web
  • other users can smell a phony a mile away...... Playing+Learning+Working
  • the education community manager’s brain! - all of these things working together
  • what are the tools?
  • what not to do on facebook
  • René Descartes tshirt on neatorama
  • Social Mention, TweetDeck, Twitterfall, Twitrratr, Retweetrank, TweetReach, UMapper. According to Blue Fuego, only 49% of twitter users use Twitter to update status. You can also use twitter lists & follow users back
  • sarawestermark
  • CASE SMC '10: Community Management (ppt)

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