The document discusses the role and responsibilities of a community manager. A community manager monitors an organization's online reputation, responds to comments and questions, researches the target audience, creates and curates content, finds new followers, and interacts with existing followers across social media platforms. It emphasizes the importance of listening to audiences, engaging with them, and using metrics to measure success. It also provides tips for community managers to effectively handle negative feedback and reactions online.

1. COMMUNITY The key to
your online
MANAGEMENT community

2. WHAT IS A COMMUNIT Y MANAGER?
A community manager is the eyes, ears and voice of your social
media 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

3. WHY IS IT
IMPORTANT
??????????
All of these
r o l e s to my l e f t
are important
to b e i n g
s u c c e s s f ul w i t h
social media.
O t h e r w is e ,
yo u ’r e
operating in a
v a c u um.

4. KNOW YOUR TOOLS
How do community managers stay on top of everything 24/7?

5. WHAT’S IN YOUR TOOL BOX?
 Hootsuite
 Tweetdeck
 Social Oomph
 Hyper Alerts
 Social Mention
 Mobile Apps
 Google Alerts
 Nutshell Mail
 Disqus

6. HOOTSUITE
Organize with verticals

7. HOOTSUITE
Create columns for your basics:
 Mentions
 Home Feed
 Direct Messages
 My Tweets, Retweeted

8. HOOTSUITE
Columns you may not know about
My Tweets, Retweeted
Keyword search column (up to 3 keywords)
 Product lines
 Geography
 Your brand name
Search column (great for #hashtags)
Twitter lists!

9. TWEETDECK

10. TWEETDECK
Add columns just like Hootsuite
 Mentions
 Home Feeds
 Lists
 Direct Messages
 Searches

11. POP-UP NOTIFICATIONS
This amazing feature can be set to notify you of everything, or
just specific things.

12. TWEETDECK
Columns you may not know about:
 New Followers
 Trending Topics
 Twitscoop
 Locations

13. 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

14. DON’T BE AFRAID TO GO MOBILE
So many apps!
Twitter
Tweetdeck
Hootsuite
Facebook
Linked In
Google+

15. KNOW HOW TO LISTEN
Part of being successful in social media is to listen first and
then respond with what your audience wants.

16. WHERE TO LISTEN
Find out where your target market is:
Forums Niche social platforms
 Industry specific  Tumblr
 Interest specific  Quora
Facebook pages  Sermo
Linked In Groups  ParentLink
 Home Farming
Twitter
 Ning
 Community lists
 Pinterest
 Chats (#smchat)
 Geography

17. IT’S A CONTINUOUS CYCLE
Listen
Analyze Engage
Listen Grow
Analyze Engage
Listen
Grow
Analyze Engage
Grow

18. 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

19. GETTING INTERACTION
The 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!

20. 5 QUESTIONS TO ASK BEFORE YOU WRITE
THAT POST:
1. How do my users interact online?
2. What kinds of content do they
interact with the most?
3. What are your most clicked on and
viewed posts?
4. What time are my users online?
5. Is this content engaging or static?

21. GETTING INTERACTION
Try asking a question
Tell 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?

22. GO WHERE YOUR FANS ARE
People don’t flock to every brand page they see
on every social site. Do your research and go
where they are.
Forums
Niche social sites
Already established Linked In Groups
Other fan pages
Twitter Chats

23. • Create a response
Be 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

24. NEWS FLASH!
We don’t live in a perfect world! At some
point, no matter how hard you try, you’re
going to upset someone whether you did
anything wrong or not!

25. HANDLING NEGATIVE FEEDBACK
Step 1: Anticipate what some common complaints are in your
industry or with your brand and make a list.
Step 2: Come up with some general response guidelines for your
most common complaints.
Step 3: Come up with a chain of command for reporting and
responding when something is above and beyond your plan.
Step 4: Respond in a timely manner, apologize and personalize
the message by using their name.
Step 5: Take it of fline!
Don’t be a canned response!

26. 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.

27. 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.

28. STEP 3:CHAIN OF COMMAND
Who’s
watching?
Who
receives the
feedback?
Who
responds?

29. STEP 4&5: RESPOND
Most people just want to be heard, and they want to know that
you 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

30. DON’T JUST DELETE!
5 Reasons why:
1. It sends a message that you don’t care
2. It looks like you are hiding something
3. You WANT to know when things go
wrong
4. You have a unique opportunity to create
a raving fan
5. You will gain more trust and respect
from your fans