Creating Advocates & Sharing Knowledge

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This article is about Jive closing the doors of its Portland office.  End of an era.  Jive-X was part of my daily life and taught me so much.

Companies preach about the importance of collaboration, synergy, knowledge management, customer advocacy and communities can help with all of it.  No matter internal or external, a great community requires time build, nurture and gain adoption.

Internally, a community allows employees to collaborate and share solutions, but unlike instant messenger, the knowledge can be saved and cataloged. Externally, a community allows you to build external trust, increase customer communication, and best of all; build a self-service, cost saving, knowledge base of information.

Tell me about your community (internal or external), how are you using it?

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Cheers,

Toby

 

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Optimize Your Twitter Profile

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My recap and answers I provided for the 4/5/2018 #TwitterSmarter chat hosted by @MadalynSklar and guest @dmboutin.  Join the conversation every Thursday at 1pm EST and build your Twitter chops.

Q1: Why is it important to create a perfect Twitter profile that attracts followers?

  • Your Twitter profile create a first impression and even trust
  • Your Twitter profile gives others insight into who you are
  • Your Twitter profile tells people your experience / talents and how you can help them

Q2: What are key features to highlight when creating a look and feel of your Twitter profile?

  • Key features to highlight: clear picture, hashtags (not too many), links to your site or LinkedIn
  • Key features to highlight: Personal interests and fun facts
  • Key features to highlight: professional skills – here is what I know and how I can help you
  • Key features to (not) highlight: Ninja, Rock Star, The book or speech you are selling

Q3: How can a pinned tweet help you drive more traffic to your content?

  • Pinned tweets are great and eyes naturally go to the top of the feed
  • Pinning is great, but ensure you rotate the content

Q4: What are your tips for including clickable elements in your Twitter bio?

  • What are your tips for including clickable elements – hashtags, but not too many
  • What are your tips for including clickable elements – a link to your website, blog, or LinkedIn

Q5: How can your Twitter bio help you grow your email list for your business?

  • Link to a Google Form

Q6: What are your top tips for making the most of the 160 characters in your Twitter bio?

  • Provide insight into who you are as a person, what you like, what you do professionally
  • The last 4 hashtags in my bio are meant to create connections & get me found in searches
  • Don’t waste valuable space selling – make connections & build trust first
  • If for a corporate account, what does your company do and how can you help your target customer
  • Utilize hashtags to get found in search

Q7: What are some of the biggest mistakes people or businesses make with their Twitter bio?

  • Avoid the “Egg”

Thanks you were a great guest and thanks to the Tweet-Boss .  Thank you for reading and hope to see you at the next #twittersmarter chat.  I look forward to your questions and comments.

 

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

Essential Tools For Community Managers

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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

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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

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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.

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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.

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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.

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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

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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