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.