My recap of the 10/25/2017 #Bufferchat hosted by @buffer. Join the conversation every Wednesday at 12pm EST. No matter your profession, collaboration and communication are keys to your success.
Q1: How many people are on your particular team? Does your team have a name?
- As a Community Manager, I collaborate across all departments
- Team names: Community – Customer Advocate – Utility Infielder
Q2: Who do you work most closely with on your team? How do you work together?
- I Collaborate with Marketing, Social, Tech Support, Web – utilize community groups and WebEx
- I work the closest with my community members – we collaborate in public discussions and private groups within the community
Q3: Anyone have great tips for structuring meetings or brainstorms with your team? What works really well?
- Private Groups within a community makes it easy to meet, exchange ideas, and store the knowledge
- When time zones are great, WebEx to the rescue
- Shared boards make it easy to track tasks and their stages of completion – You can also add due dates
- Another great collaboration and tracking tool is – everyone on the same page
- Last tool – – very easy to take and share meeting notes
Q4: What are some awesome tools that support team collaboration, and how?
- The best tool is your community!
Q5: What’s your advice for working through conflicts within a team?
- Set and confirm expectations
- NEVER make it personal
- If there seems to be miscommunication, pick up the phone or meet in person to confirm and align
Q6: What are some ideal ways for a team to get to know each other and build trust?
- Team trip to Vegas 🙂
- A weekly lunch with the team is a great team builder
- Go see a relevant speaker or influencer like Seth Godin
Thanks for reading – hope to see you at the next #bufferchat and look forward to your comments and questions.
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 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 1/18/2017 #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.
My recap of the 2/11 #TwitterSmarter chat hosted by @MadalynSklar. Join the conversation every Thursday at 1pm EST and learn how to optimize your Twitter game.
Question: Which social media network do you get most of your business from?
Answer: On line communities with Twitter the close 2nd
Q1. What is Social Media success?
- Social Media success is defined my connecting and establishing relationships with your target audience
- You may also define it by establishing an ideas and solutions network
- Rather than the size of your networks or followers; how engaged are they? Think participation
Q2. How do you divide the time spent managing social?
- First I ensure I don’t have too many lines in the water
- I utilize Google Alerts, my Hootsuite dashboard, and my community to listen
- A Content Calendar to keep posting on track: what do do when
- At the end of the week, check analytics; without measurement and analytics, you are on a road without guard rails
Q3. What are the best platforms to focus on?
- There is no BEST platform: where is your audience?
- You need to pick the right tackle to catch the right fish
- Know your audience: don’t rock Facebook if your people are on Instagram
Q4. How do I save time on a day-to-day basis?
- No matter or , schedule those tweets
- LEARN your tools and how to use them – make the content / comments come to you
- Calendars are you friend! When to post and to keep you on track during the day
Q5. Which tools are absolutely essential?
- Outlook or Google Calendar,
- Google Analytics
- Great community and tweetchat members
Q6. Is automation a good idea? What do I automate?
- The only automation I do is scheduling tweets
- I get automated alerts, but respond in time and in person
- I am not a fan of auto-response, IFTTT for example
Q7. What is the one thing I can do for maximum impact?
- Respond to comments – Be yourself – Know your audience – Fish where the fish are
- Share content for your audience rather than your brand; will they find it helpful
Q8. What type of content will travel faster?
- Content that adds value – solves a problem – relieves a pain point – makes someone laugh
See you at the next #twittersmarter
This is my recap of the 2/3 #Bufferchat hosted by @buffer. Join the social conversation every Wednesday at 12pm EST and discuss all things Social.
Q1: Why collaborate?
- There is NEVER 1 way to do something
- Smart people understand the power of many & surround themselves with smarter people
- Collaboration is fantastic for team building
- Collaboration combines past knowledge with new ideas
Q2: What are the key aspects of great collaboration?
- The willingness to ask AND listen
- Tear down silos first – focus on the goal or problem to solve
- Clarify the goal and choose the right tool to share & document solutions
- A moderator or sponsor who keeps the discussion moving and focused on the goal
Q3: How can you know if you’re a good match with a potential collaborator?
- No way to know until the ideas start flying
- Are members of the team willing to focus on the goal rather than their department?
- You are both invested in the problem’s resolution
Q4: Is there such a thing as too many collaborators on a project?
- More than too many collaborators, are you able to sort through & prioritize the solutions?
- Depends on the project / goal – size of business impact
- This is why a moderator / leader is needed for large group collaboration
- Options are great, but avoid analysis paralysis – planning without action will sink you
- There can be too many cooks; if some on the team do not collaborate, it may be time to let them walk
Q5: Have you ever had a bad collaboration experience? How did you work through it?
- I explained to the person that we work for the same team with the same goal – forget about department
- I cannot stand providing ideas without getting feedback or the team taking action
Q6: What are some unexpected collaborations that have worked really well?
- Working across multiple department lines to find the right solution and deliver it on time to the customer
Q7: What’s the greatest lesson you’ve learned about collaborating with others?
- Keep an open mind; you never know where a solution will come from
- One person does not have all the answers
See you at the next #Bufferchat