#Bufferchat: Building Your Social Media From Scratch

Bufferchat

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!

Cheers,

Toby

Advertisements

#Bufferchat: The Art of Storytelling

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?

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.

Cheers,

Toby

#Bufferchat: Building an Emergent Organization

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 @buffer @ariellemargot and a host of fine folks at the next chat.

Cheers,

Toby

 

#TwitterSmarter – Score Better Results

twittersmarter

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?

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

 

Collaboration

Bufferchat

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