: What book, audiobook or podcast are you reading/listening to?
- Answer: Pickles, Pigs & Whiskey – awesome cookbook
Q1: How would you define a person having “Influence” on Social Media?
- Follower count is a good indicator of influence as well as score
- A blogger with lots of RTs / shares
- Influencers are able to drive traffic and influence opinions
Q2: What are some underused tips for a person to build and expand their influence across Social Media?
- Use a few different networks – be real – ask & answer questions
- Remember that communities are social networks – find one that captures your interest and dive in
Q3: What are valuable ways to build a rapport with influencers to help you expand your influence across Social Media?
- My mom always told me to say please and thank you – treat others with respect
- Reach out to thought leaders and ask for their help or advice
- See if you can provide THEM with answers
- Ask other if you can collaborate on a project or blog
Q4: Does a person need a strategy to build their influence on Social Media?
- You better have a plan
- Know how much time you have and how many networks you can manage
- True engagement takes (costs) time – how much do you have to “spend?”
- Before jumping into a network or community, do your research
Q5: How can content creation and curation help a person boost their visibility and become more influential on Social Media?
- Curation is how your content is packaged – if not attractive, it will not be consumed
- our content must match the interests if your community
Q6: Are there any specific platforms that can help a person build their influence strategically?
- – remember tweetchats & communities too
- Where do thought leaders & influencers of your industry participate? Those are the networks to utilize
- No matter the platform(s) DO NOT spread yourself too thin
Q7: How can different Twitter tools help us to measure our influence with the audience we wish to converse with?
- For tweetchats – how many likes, RTs and convos are you getting
- Most communities are based on gamification or a point system to measure your participation & influence
- When was the last time you checked your score?
Q8: What are some common mistakes people make when it comes to building their influence on Social Media?
- Too many lines in the water – they belong to too many networks
- My Blog on this subject
- They are trolls
- They only ask questions, never supply answers or say thank you
- They DM sales pitches
Look forward to your comments or questions – see you at the next #twittersmarter chat.
My recap of the 3/22/2017 #Bufferchat hosted by @buffer and @TrafficJamMedia. Join the conversation every Wednesday at 12pm EST.
Q1: If you could only start off by investing in one social platform, how do you decide which one it should be?
- Look at features and reach
- If determining a community platform: features and cost vs free
- What platform does my target audience use?
- What analytics are built in, will you need a 3rd party tool?
Q2: How much time should someone expect to spend on social media per week?
- Depends what you are using social for: marketing, customer service, social listening…
- If you are on Social, you better be engaging when customers reach out
- Using a content calendar and scheduler tool will help streamline your efforts & make you efficient
- I monitor a community as well as social media – 2/3 hours per day
Q3: How do you find great content to share on your social media profiles?
- To find content I utilize my community, Google Play Newstand, LinkedIn Elevate, Twitter
- Through tweetchats, I have met thought leaders – followed them – share their content
- I participate in discussions on online communities with fellow Community Managers & Social Media pros
Q4: What are good “rules of thumb” for how often to post on various social platforms?
- I am posting and responding within my community every day
- I post to once a week
- I post to Elevate a few times a day as it gives content to fellow employees to share
- I am on A LOT
Q5: What are some things to avoid when just starting out on social media?
- Trying to be everywhere ie using too many profiles
- Not having consistent brand identity across different platforms
- Not responding to questions
- NEVER USE AUTO DM’s or canned responses – tailor your answer
- Not utilizing utm codes and
Q6: How can you start to measure the business value of your social media activity?
- Measure the increased traffic to your web site, your online store, knowledge base
- You can measure ROI in Knowledge Base Views / Correct Answers in your community – these equal case deflection
- In – look at Sessions – Pages per session – Ave. Session Duration – all should be increasing
- Look to your CRM for cases before social, then cases after social – formal cases should go down
- In my community – I look for increases in: Questions – Engagement Rate – Correct Answers – Active Members
Q7: What’s your #1 piece of advice for brands just starting out on social media?
Thanks again @buffer – see everyone next week!
My recap of the 3/15/2017 #Bufferchat hosted by @buffer and @RivallQ. Join the conversation every Wednesday at 12pm EST.
Let’s kick off with an icebreaker! If you’d like, share where you’re tweeting from… & where you wish you were tweeting from!
Icebreaker: Tweeting from Needham MA – I am the – would love to visit Australia (it’s summer there now)
Q1: Why track and measure social media analytics?
- You cannot improve what you are not measuring
- Analytics help you report the success of your efforts up the management chain
- Analytics help you identify the content your customers love (and my not like so much)
Q2: If you could only pick one social media metric to capture, what would it be and why?
- The ideal metric will depend on the Social Tool you are using
- For Twitter: time on site – shows you directed them to content they like
- For my community: questions asked – As this number increases, it shows my community is trusted by my customers
- No matter a Social Media campaign or a Tweetchat – engagement is the Key
Q3: What tools work well for capturing analytics across your social media platforms?
- utm codes and Google Analytics are perfect together
- Could not measure without – No matter or efforts
- I do not use them, but have hear good things about and
Q4: How often do you (or should you) analyze your social media data?
- Monthly, Quarterly, Annually
- It can depend on the campaign: email, social, blogging, etc
- Remember to compare year over year – how did you move the needle?
Q5: Have you ever made a big shift in your social media strategy because of analyzing data?
- Have not made a major shift – thankfully small tweaks have made the difference
- Always testing hashtags and content types
Q6: Where are the best resources for better understanding social media analytics?
- tweetchats (like this one)
- I would like to learn the best resources, but there are some easily sourced content via Google search
- I network with other Community Managers – we trade best practices
Q7: If you could wave a magic wand and have any analytics feature you wanted, what would it be?
- I would wish for the one perfect tool: easy to use, digs deep into the network, creates solid dashboards
Thanks for reading – I look forward to you comments and hope to see you at the next #bufferchat.
: Besides Twitter, what other social network do you use the most and why?
Q1: How can Small Businesses benefit from their Twitter Presence?
- Easy way to social listen to their brand: customer service, new leads, network
- Twitter is a great way to expand your brand
- Twitter makes is easy to spread the word about your brand and drive traffic to you blog, website, online store, or community
- Twitter shows the world your brand listens AND responds to customers
Q2: How does Twitter fit into an overall social media marketing strategy for Small Businesses?
- Twitter is the broadcast tool for your blog, promotions, how-to & best practice docs
- Twitter is a powerful, scalable, and trackable customer service tool – some SMBs cannot afford a large CRM
- Twitter helps SMBs find and engage with customers
Q3: What are some pro-tips for getting started with Twitter effectively to maximize your efforts?
- The easiest way to get started is to get started 🙂 Get Tweeting
- Find and follow competitors
- Find and follow potential customers
- Find and follow industry thought leaders and relevant hashtags
- Join and participate in tweetchats
- Don’t forget to create twitter lists
- DO NOT AUTO DM!!!!!!!!!!!!!!
Q4: What are some best tips to use Twitter Analytics to Increase Audience Engagement?
- Learn all about utm codes – make the most of your url
- Measure and correct as needed
- Important Google Analytics metrics: Pages per Session and Ave Session Duration
- Google Analytics and utm codes will tell you the content your customers love
Q5: How can Small Businesses leverage Twitter as their customer service channel?
- Along with easy engagement, the transparency of Twitter builds trust with customers
- No phone queue or hold music on Twitter
- You can engage on Twitter then direct a customer to a private chat when needed
- Social listen and each out to unsatisfied customers – sadly, not everyone complains to you
- When 2 parties follow one another, Twitter allows full and private conversations
Q6: What are Twitter tools that can help you boost visibility and attract new customers?
- If you consider it a tool – tweetchats
- Pinning tweets to your profile is must
- Using a tool like to schedule your tweets is a time saver
- Use to broadcast and network
- Twitter Lists and a Hootsuite dasboard
- Set up a branded url for your tweets
Q7: How can Twitter help Small Businesses to track conversations relevant to their services?
- Hashtags and lists
- Don’t forget the hootsuite dashboard
Q8: What type of content on Twitter drives best engagement and conversion?
- Ask questions
- I tweet out customer content from my community: how-to’s, best practices, product solutions
- Infographics are catchy and make the content easy to digest
I hope this information is helpful – see you next week at #twittersmarter
My recap of the 3/1/2017 #SproutChat hosted by & @SproutSocial Join the conversation every Wednesday at 3pm EST.
Q1: What’s the difference between social listening and monitoring?
- Social Listening leads to engagement – monitoring is simply seeing what is out there
- Social monitoring can lead to trouble: why are ppl taking about my brand this way? Engage and find out
- Social Listening will help you improve your product, service, and customer trust
- No matter listening or monitoring – you should wonder why ppl are going to 3rd party places rather than talking to you
Q2: Why is it important to go beyond just monitoring brand mentions and responding reactively?
- Responding builds customer trust
- Responding uncovers product improvement and sales opportunities
- Engagement creates happy customers and happy customers talk positively about you
- Most brands make it hard to speak with someone – Engage and be a champion
Q3: How can a brand surprise and delight customers when providing social customer care?
- The fact the brand actually engaged
- Problems happen – brands that engage and solve them create and keep loyal customers
- Reply within 1 hour – Show empathy – Admit fault in public – Confirm resolution and satisfaction
- Do not use canned responses – make them personal and show you have actual people who care within your organization
Q4: What are some good ways to keep track of ongoing conversations with members of your community?
- I use & to keep track of conversations
- Anyone use for social listening? Great tool
Q5: What are some creative ways to use Twitter boolean (advanced) search to find opportunities to engage?
- Have not used it 😦 Love to hear more
- Answer from @sprout_sarah – Here’s a comprehensive cheatsheet on Advanced Search for Twitter, SUPER helpful: Twitter Search
Q6: What are the best ways to keep track of trends while listening on social?
- I use a board – makes it easy to classify and find ideas
- Follow people and add them to lists – then you can add the list to a dashboard to easily monitor it
Please stop by the next #SproutChat and join the conversation. I look forward to your comments and collaborating with you.
My recap of the 3/1/2017 #Bufferchat hosted by @buffer. Join the conversation every Wednesday at 12pm EST.
Q1: If you’re up for sharing, what is a big risk you’ve taken in your life that ended up working out well?
- Getting married and having children
Q2: What was the last time you tried an experiment, or followed through with a new idea, at work?
- Being a Community Manager – every day is something new and full of experiments (& new relationships)
- A risk that paid dividends is handing community keys over to my members; asking for and counting on their help
Q3: What’s your process for starting an experiment (or anything new) at work? What steps do you take?
- Plan / brainstorm – make my case – get buy in – execute – measure – correct as needed
- Ensue it aligns with company goals
- Gather great brains to brainstorm
Q4: How do you know if it’s worth taking a risk at work or in life?
- What does your inner voice tell you
Q5: When you have new ideas, what’s your advice for getting more support from managers/leadership?
- Prove with data how is moves the company forward
- Prove how your idea will make your boss / department look good
- Ask for their opinion or strategy advice
Q6: What do you do if your ideas/experiments aren’t successful?
- Don’t whine or pout – understand why it did not fit into the strategy
- Ask if now is not the time, when would be the time
- Understand how your idea can be improved then make your case again
- DO NOT take it personally
Q7: What has been your biggest learning about risk-taking? Any tips to share?
- There is no reward or sense of personal fulfillment without risk – plan and go for it
Thanks for reading – I look forward to you comments and hope to see you at the next #bufferchat.
My recap of the 2/8/2017 #Bufferchat hosted by @buffer. Join the conversation every Wednesday at 12pm EST.
Q1: In your opinion, what are the fundamentals of a great story?
- A great story is one that others can relate to and are inspired by
- A great story teaches a lesson & inspires
Q2: Why infuse storytelling into marketing?
- Add storytelling to marketing to help build a bridge to the customer – help them relate to you
- Storytelling helps customers take the journey with you
- Storytelling differentiates your brand from the pack – you are not simply pushing info or broadcasting brand info
Q3: What kind of content can you create to tell stories? What forms can stories take?
- Video, video, video
- Infographics are great storytellers that are easily digested
- Tweetchats allow participants to contribute to the story
Q4: What are tips for making sure your brand voice is heard through your storytelling?
- Don’t simply tell your story, respond to comments and engage
- Tell a story how your brand helped a customer succeed – or better yet, invite a customer to do it
Q5: How can you involve your audience/customers in your storytelling?
- Invite them to tell a story – how did you help them be successful
- Invite customers into community focus groups to discuss products, issues, and solutions
- Make the customer the star of the story, rather than your brand
Q6: Which companies or personal brands do a great job at telling stories, and how?
- told a great story during the
- tell great stories
- “We are Farmers…”
- has been putting our some great spots with parents and kids learning to drive
Q7: What makes someone a great storyteller?
- They build trust right away
- You can relate to them
- A great storyteller DOES NOT lecture or talk down to you – you feel engaged
Here is a video example of storytelling content from my community: the customer telling their amazing story. Boston Engineering – Reverse Engineer 20 Million Years of Biological Evolution:
Thanks for reading – I look forward to you comments and hope to see you at the next #bufferchat.
My recap of the 1/19/2017 #TwitterSmarter hosted by @MadalynSklar & Join the conversation every Thursday at 1pm EST.
: If you could have anyone in the world mentor you, who would it be?
- Answer: – my mentoring hat trick
Q1: How can B2B companies benefit from incorporating social media in their marketing strategy?
- Social not only gives B2B reach, but allows companies to show how they are different from their competition
- It increases knowledge share and creates educated customers
- Social increases interaction, interaction builds trust, trust = relationships & SALES
Q2: How can social media help B2B companies with their global presence and outreach?
- Social provide reach that enables you to connect with potential customers
- Social allows you to easily tailor your message to your customer (no matter culture or platform)
Q3: How can you create memorable content on social media to help your brand visibility?
- Create content that help your customer use your product better – tips & tricks – best practices
- Create content that helps your customer before speaking about your brand
Q4: How can social media help you craft your unique brand messaging?
- Social allows you to listen to what your target (and existing) customers are talking about
- After listening to and learning from your customers, create content that fills that need
- Listen to what your customer’s pain points are
- Social allows your customers to complain to you (think community), rather than rant on a 3rd party platform
- Social gives your salespeople content to open discussions – rather than: “I’m calling to check in”
Q5: How can you measure the success of your social media marketing for B2B companies?
- Measure with utm codes within links and track via Google Analytics
- Measure traffic to your site or electronic storefront – Discussions within your community – Blog subscriptions
Q6: How can social media be a competitive advantage for B2B companies?
- Many use Social, few use it well
- Just as you need to prove your brand / product is different – you need to do the same with your Social efforts
- Don’t use Social because “everyone does,” find and utilize the platforms your customers are using
Thank you for reading – hope to see you at #TwitterSmarter soon and I look forward to your comments. When embarking on your Social campaign, ensure you have the right lines in the water to balance reach with engagement. This blog sums up this chat topic.
My recap of the 1/18/2017 #Bufferchat hosted by @buffer & @theready. Join the conversation every Wednesday at 12pm EST.
Icebreaker: If you could pick any workplace perk, what would it be?
- Onsite dry cleaning would be an awesome workplace perk
- Tasty snacks & really awesome coffee
Q1: In these constantly changing times, what does it look like for a company to embrace a forward-thinking, emergent mindset?
- Judging and rewarding employees by meeting goals and not simply face-time.
- It’s not the hours you put in, but what you put in the hours
- Providing your employees with the best technology to help them be productive:
Q2: How have the needs of organizations changed as technology has evolved?
- Customers EXPECT acknowledgement and answers quicker
- Employees to be always available
- Technology saavy employees who are willing to open to change
Q3: What are signs that a company needs to make a change in how it functions?
- When leadership says: “We’ve ALWAYS done it that way”
- If Employee turnover rockets
- If you still use a fax machine
Q4: What are ways for a company to begin to make positive shifts in how it operates?
- Talk to your front lines: they are in touch with your customers
- Executive participation with your company’s community
- Executives living their philosophies and not just preach them – your employees want to follow your lead
Q5: In your opinion, what’s the most important change an organization can make to help them thrive in the future?
- Tear down silos – make your organization as horizontal as possible – we all have the same company on our badge
- Connect with your employees – make them owners and show how they contribute to success
- Communicate and be transparent to your employees and customers
- If you take employee surveys: give feedback and actually implement some of their suggestions
Q6: How can organizations support modern career growth?
- Training and seminars
- Send employees to industry specific shows
- Encourage employees participate in tweetchats
Q7: What are your favorite resources about the future of work, organizational transformation, and/or emergent companies?
- Communities and Tweetchats
Bonus! How would you summarize today’s discussion in one tweet?
- Listen, learn, change, adapt – There is always a better way; find it.
Thanks for reading! Please join me and a host of fine folks at the next chat.
I am often asked: “Under what department does a community belong?” As you see from my simple slide, the Community Manager supports and contributes throughout the company.
Social Media, Customer Service, Technical Support, Marketing, Product Development – these are essentials your community can deliver. Setting up a community and choosing the right platform is a different discussion, but before doing either, start with a qualified Community Manager.
Where does your community live?