Optimize Your Use Of Twitter

TwitterSmarter

My recap and answers I provided for the 11/30/2017 #TwitterSmarter chat hosted by @MadalynSklar and guest @AaronLee.  Join the conversation every Thursday at 1pm EST and build your Twitter chops.

Q1: What are the benefits of using Twitter for your business or brand?

  • Twitter allows you to engage with customers and industry thought leaders
  • Twitter is a great customer service triage and communication tool
  • Twitter allows you share valuable content with your customers (and they can easily share it too)
  • Twitter Lists and a dashboard make it easy to organize and respond to content – listen & engage

Q2: What are some under-used features of Twitter that can help boost your Twitter presence?

  • If you are not Pinning, you’re not winning
  • Keep checking the Analytics tab
  • Not really a Twitter feature, but you best be tracking tweets with UTM codes

Q3: What types of content can help you get more traction on Twitter?

  • No matter the format, ensure the content matches the interests / helps your followers
  • There is no content type “silver bullet” – add value, help others, answer questions, ask questions, engage

Q4: How can content creation and curation help you build influence and reach with Twitter?

  • If you provide value, others will not only Follow you, but help when you need it
  • Valuable and honest engagement builds trust with your customers
  • Some of the best content is often: “THANK YOU!”

Q5: What tools can help you maximize the effect of your Twitter activities?

  • I use to participate in tweetchats
  • I use my dashboard to follow my lists & schedule tweets
  • I use UTM codes and to track results and learn
  • Don’t forget the built-in analytics

Q6: What tips can help you build a strong following on Twitter?

  • Participate in tweetchats
  • Don’t simply retweet, add your comments
  • Don’t just tweet – engage

Q7: How can Twitter help a business or brand build authority with a specific audience?

  • Twitter helps people and brands share knowledge
  • Use listening tools to know what ppl are saying – find the right audience & engage
  • Twitter makes it easy for customers to reach you: build advocates through outstanding service

Thank you for reading and hope to see you at the next #twittersmarter chat.  I look forward to your questions and comments.

Cheers,

Toby

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Essential Tools For Community Managers

Sproutchat

Good day community managers and social pros, this is my recap and answers I provided for the 11/29/2017 #SproutChat hosted by Vera Flores @sproutvera  Join the conversation every Wednesday at 3pm EST.

Q1: What is the difference between a Social Media Marketer and a Community Manager?

  • A Social Media Marketer works with multiple platforms, a Community Manager focuses on the community
  • A Community Manager establishes deep relationships with customers & is their internal advocate
  • Typically a Social Manager is about getting the word out – the Community Manager develops trust & relationships

Q2: What are some differences between the types of communities that brands operate?

  • Peer to peer support
  • A company hosted tweetchat
  • A community for customers to share their experiences: could be utilized by a hotel, resort, or restaurant
  • A Community around product development and ideas: focus groups to test and improve products
  • Communities are the ultimate in social listening and survey: your customers are all there – listen/talk to them

Q3: Have you used paid tools for building communities like support forums or private portals? What are the pros and cons between them?

Q4: How do you track metrics in a community?

  • Paid community platform have reporting and analytics built in
  • I use Google Analytics to track tweets that drive people to my community
  • has some excellent analytics and reporting built-in

Q5: What are some ways that you can tap into conversations with influential voices within your community? Do you use any tools?

  • I utilize private groups by invite
  • People feel special getting invited into private conversations – vet them, white glove onboard, converse
  • I use @TweetChat to participate in tweetchats

Q6: Share three skills sets that are essential for any Community Manager

  • Personable and friendly
  • Analytics driven
  • Customer focused

If you work in social media, #SproutChat is a must attend.  I hope to see you there and welcome your comments.

Cheers,

Toby

 

 

 

 

Conversation Builds Your Network

tweet

Having conversations, being present, and engaging on social media are more important than Follower count and are the keys to success.  Tweetchats are a fantastic way to find great people to have these conversations with; this blog will discuss some of my favorite tweetchats.  Please give them a look, jump into a conversation, and build your network.

#ContentChat – Monday 3-4 pm EST hosted by Erika Heald @SFerika: This chat brings together content creators and content marketers to share their challenges and best practices for solving them.

#BufferChat – Wednesday 12-1 pm EST hosted by Buffer @buffer: Join this chat to discuss social strategy, platforms, and growing your audience.

#SproutChat – Wednesday 3-4 pm EST hosted by Sprout Social @SproutSocial and Vera Flores @sproutvera: Discussions around relevant topics and challenges that social media and community managers face.

#TwitterSmarter – Thursday 1-2 pm EST hosted by Madalyn Sklar @MadalynSklar: As the name suggests, this chat is about all things Twitter and Twitter marketing.

#HootChat – Thursday 3-4 pm EST hosted by Hootsuite @hootsuite: From tools, to strategy, and best practices – all things social media.

I participate in these chats because they are hosted and attended by knowledgeable people and relevant to my career.  If these do not interest you, don’t worry, there are many chats out there; do some research and find those that do.  No matter which one you choose, I recommend using TweetChat to follow and participate.  Hope to chat with you soon; I look forward to your comments and questions.

Best,

Toby

 

Twitter Analytics – Know Your Audience

data-analytics-1-1

When most consider Twitter analytics, they think of a custom campaign measured by utm codes and Google Analyitcs, but are you also utilizing Twitter’s built-in tools?  When was the last time you clicked the Analytics tab from the dropdown of your profile picture on the top right corner?  Hopefully this blog will introduce you to some Twitter-tools that will increase your reach and engagement.

Analytics opens with the Home tab to give you an idea of how your tweets are doing.  What are you Tweet impressions (the number of times your tweets have been seen), what was your Top Tweet, are you getting mentioned by others, and who is your Top Mention.  Keep track of this data month to month and ensure you are reaching out to your Top Mentions.

Capture

After Home, I click the Tweets tab: are people really seeing my tweets, are they clicking on hyperlinks, and are they taking actions: retweets, likes, and replies.  This tab provides  insight to reach and most importantly engagement.

Activity

Next is the Audiences tab: there is so much good stuff here, explore and see what is important to you and your brand.  This data can be toggled by audience: All Twitter Users, Your Followers, or Your Organic Audience.  Once you have chosen the audience, dig into the data types.

Twitter

 

Take the time to review all this great data and learn who you are tweeting to, what they like consuming, and what tweets encourage their engagement.

I look forward to your questions and comments.

Cheers,

Toby

Building A Positive Work Culture

Bufferchat

My recap of the 11/12017 #Bufferchat hosted by @buffer.  Join the conversation every Wednesday at 12pm EST.  Culture is the backbone of your company; are your employees engaged or are you pushing them out the door?

Q1: What are the benefits of building a positive work culture?

  • A positive work culture leads to happy and motivated employees
  • Positive work culture drive employee longevity
  • Positive and motivated employees pass that great attitude on to their customers

Q2: What is one of the first steps you would take to implement more positivity?

  • Positivity and great culture starts from the top – Management must live it lead by example
  • Meet regularly with your team
  • Create a culture that manages people over spreadsheets
  • Along with team communication, don’t let individuals live on islands: let them know how they are contributing
  • Just like passing on employees who don’t get it done, remove toxic managers

Q3: Do you think positive work cultures are more productive? Why or why not?

  • Positive cultures are the MOST productive: they WANT to come to work and contribute to company goals
  • When you know the impact you have on company goals, you are more willing to participate
  • A culture of fear destroys productivity and increases turnover

Q4: What can you do to promote or model positive and honest communication?

  • Don’t hide in your office – walk the floor and talk to people
  • Smile to others
  • Say Thank you
  • Don’t get defensive when criticized

Q5: How do you prevent “false harmony” when developing this kind of culture?

  • “False harmony” is spotted right away – employees know it when they see it
  • Don’t say you are pro-customer, then create policies that annoy them
  • Just like “Your call is important to us” employees can see when mgmt is not being honest
  • If you LIVE the culture / behavior you want, your team will too
  • Numbers are easy to manage, people are much harder – train people HOW to manage others
  • ASK your employees what environment / culture they seek – report back to them and implement what makes sense

Q6: Are there goals or intentions you can set around positive work culture?

  • Improved employee retention rate
  • Net promoter score improvement with customers

Thanks for reading – hope to see you at the next #bufferchat and look forward to your comments and questions.

Cheers,

Toby

Is Social Media Automation All Bad?

twittersmarter

My recap and answers I provided for the 10/26/2017 #TwitterSmarter chat hosted by @MadalynSklar and guest @AgoraPulse.  Join the conversation every Thursday at 1pm EST.  Automation may be a time saver, but it is NOT engagement and may actually hurt you.

Q1: Can you really put your Twitter profile on “auto-pilot” with automation tools?

  • You can put your account on auto-pilot, but I do not recommend it
  • Going on auto-pilot removes true conversation with fellow tweeters
  • Auto-pilot could hurt credibility and make you appear to be a bot
  • I schedule tweets, but ALWAYS engage myself

Q2: What types of content or updates can be shared via automation tools?

  • I schedule blog posts
  • I tried to auto-pilot my tweetchat answers, but it did not work out well 🙂

Q3: How often do you repeat content on Twitter? Do you get good results?

  • I post blogs on multiple times and day when I write them
  • I believe it is ok to reuse content, but I try not to over-post the same thing

Q4: Where do businesses or brands often fail when it comes to automating their social media channels?

  • Brands fail when they use canned, generic responses
  • Brands fail when they over schedule and post too much all at once
  • Brand fail when they don’t measure the popularity of their content and keep posting things ppl don’t like or value
  • There is NOTHING worse than an auto-DM with a link to a blog or sales pitch

Q5: What automation tools can help you share content in a relevant, meaningful way?

  • I use @hootsuite to schedule and share my blog
  • I use @tweetchat to follow and participate in tweetchats

Q6: What are your top tips for using automation to increase your traffic and reach?

  • Follow what Google Analytics tell you: best time to post, the content your audience likes – repeat
  • I do utilize an automated welcome email in my community when someone registers – it contains how-to’s & tips

Q7: Are you sick and tired of auto-DMs or do you think they’re a great tool to get more leads?

  • I only DMs ppl I know
  • Canned Auto-DMs are the worst
  • Don’t believe Auto-DMs will yield qualified engagement or leads
  • DMs are good for customer service: private, documented, and allow longer character length

Q8: What is your best advice to find balance between automation and real-time engagement?

  • Automate your scheduling – engage in person

Thank you for reading and hope to see you at the next #twittersmarter chat.  I look forward to your questions and comments.

Cheers,

Toby

 

#SproutChat: Manage & Amplify Social Media Content

Sproutchat

Good day community managers and social pros, this is my recap and answers I provided for the 10/25/2017 #SproutChat hosted by Rachael Samuels @RachaelSamuels  Join the conversation every Wednesday at 3pm EST.

Q1: What are some best practices for managing multimedia content for social media?

  • Ensure the content is sized and formatted to match each social media outlet
  • Build a library of content used
  • Use the right platform to reach the right audience
  • ALWAYS give credit to the content’s creator if it is not you or your firm

Q2: How do you manage visual content when you’re at a live event with a team? Or on the go?

  • Smartphone
  • Livestream
  • If I am going to attend a show, I let my audience know prior and what hashtag to follow
  • LiveTweet with pictures of yourself (and customers or fellow employees)
  • Ensure you enable geolocation and tag your location when on the go

Q3: What are ways that you can ensure that there isn’t crossover in posting if multiple people have access?

  • Have a plan with responsibilities
  • A social calendar keeps everyone organized: who does what, when
  • Scheduling posts through one dashboard gives visibility and helps prevent duplication

Q4: How do you organize or tag multimedia content for easy lookup?

  • Use the same hashtag as the event it covers
  • Hootsuite allows you to create a content library and you can catalog it there
  • Ensure the tag for the content matches utm code so you can easily track its success via Google Analytics

Q5: Share some best practices for sharing repurposed content for brands.

  • Ensure the content is important to your audience; not just you
  • Ensure the content tells a story

Q6: How do you amplify content among employees or advocates?

  • LinkedIn Elevate is a great way to share content internally
  • Feature customer created community content in Twitter feeds
  • I always let the employee or customers know I am going to feature them
  • Ask employees or customers to lead a discussion in your community
  • Ask employees or customers for content they would like to see on your Instagram
  • Feature customer Tweets or Instagram posts on your account

If you work in social media, #SproutChat is a must attend.  I hope to see you there and welcome your comments.

Cheers,

Toby