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

 

 

 

 

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#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

 

#SproutChat: Managing Online Communities

SproutChat

Good day Community Managers, this is my recap and answers I provided for the 10/4/2017 #SproutChat hosted by Vera Flores  and guest Meagan DeMenna @SocialMeagan Join the conversation every Wednesday at 3pm EST.

Q1: What is a digital community? How do you define this?

  • Digital community: an online place where ppl can gather & trade knowledge & interests
  • The community is online and ppl share common interests and answer each other’s questions
  • A tweetchat is a great example of a digital community

Q2: What are some first steps to building a digital community? Where can these communities live?

  • Determine what your community will do: peer to peer support, marketing, internal, external, product development
  • Communities can live on Facebook or LinkedIn (free) – or (paid)
  • Determine what features you want – analytics you need – what is the customer experience?
  • What resources do you have: financial and personnel
  • Determine if your community and its content will be open or private
  • I believe community content should be open (for SEO), but you must register to participate

Q3: How do you identify community goals? And how do you measure the success of your community?

  • If for peer to peer support: Question volume (increasing or decreasing), Engagement Rate, Answer Rate
  • Rather than overall membership, focus on activity: members creating content, reacting to it (and each other)

Q4: How can you use content to fuel your community?

  • Content IS the fuel
  • Content: Answers, Best Practices, How-To’s, Blogs, Videos – these are why ppl come
  • Along with content, it is important for your to respond to and engage with your members

Q5: What are some tips for engaging and encouraging conversation with a community?

  • If you put out a blog or video, ask for questions AND respond to them
  • If there is an unanswered question, ask a Power User to chime in and answer
  • Acknowledge members by thank them for their answers and contributions
  • Identify your power users / MVPs, acknowledge them and recognize them in front of the community

Q6: Share some of the communities you belong to

This was a fantastic chat about Community and I thank you  @SproutSocial  @sproutvera ‏  @SocialMeagan for hosting.  Please let me know if you have any questions about building and managing online communities as well as Community platforms.  See you at the next #SproutChat.

Best,

Toby

 

#SproutChat: Social Media Listening vs Monitoring

sprout

My recap of the 3/1/2017 #SproutChat hosted by @sprout_sarah  & @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?

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.

Cheers,

Toby