This document discusses the power of social media communities. It notes that social media usage has increased 54% over 2010, with over 800 million people using Facebook. Having an online community enables innovation, collaboration, evangelism, and loyalty. It also discusses how to measure engagement through followers, influence, sentiment, and growth. Additionally, it covers how to maintain and grow communities by participating in conversations, sharing 10% of your own content, and acting as a storyteller, caretaker, and connector both internally and externally.

1. THE POWER OF SOCIAL
MEDIA COMMUNITIES
Amanda Nelson
Community Content Manager
@mileigh13
Radian6, a salesforce.com
company
Oct. 14, 2011

2. Source: youtube.com/detroitmedicalcenter

3. Source: youtube.com/detroitmedicalcenter

4. Source: ustream.tv/channel/e-patient-connections/videos

5. Source: youtube.com/detroitmedicalcenter

6. What is a…

10. • Employees • Colleagues • Competitors
• Fans • Customers • Prospects

11. Consumer Social Media Usage
Social Media
60%
Not Using Social
Media
54% increase over 2010
Source: consumeraffairs.com

12. 800,000,000
Source: facebook.com

13. Having an online • Innovation
community enables: • Collaboration
• Evangelism
• Loyalty

14. How do you measure them?

15. Measure:
• Followers
How it plays out • Influence
• Sentiment
• Growth
Whoa, a free
chicken
Yeah, I heard sandwich if I
that. dress like a
cow?
Yeah, come
with. It’s going
I’m going. And to be hilarious
I’m taking and delicious.
pictures.
#chickfila

17. What we did
• Planted a seed • Store visits
• Impressions • Conversions
• Exposure

18. How do you maintain & grow them?

19. Inside the mind of a community manager
External Internal
• Storyteller • Switchboard operator
• Poster child • Teacher
• Caretaker • Interpreter
• Content curator/creator • Connector

21. Participate in conversation

23. 10% you

24. THE POWER OF SOCIAL
MEDIA COMMUNITIES
Amanda Nelson
Community Content Manager
@mileigh13
Radian6, a salesforce.com
company
Oct. 14, 2011