Community Management

Elizabeth Allen

http://www.adaptivateblog.com

@lizallen

liz@adaptivateblog.com

Slides

http://www.slideshare.net/adaptivate

or:

http://www.slideshare.net/group/case-smc/slideshows

Photo by Flickr User Dunechaser

Total Control --> Little Control

One to Many --> Conversation

tech/coding/IT expert --> user friendly

Official Communications --> Community Management

A Social Media Job is Born: Community Manager

•Community managers are always plugged in; no set time for “doing social media”

•Work IS Facebook, Twitter, Flickr, YouTube - and it is to be taken seriously (sometimes)

•They are “digital natives”

•They are “plorkers” (via @jfwp)

Community Managers must have:

•Big Eyes: watch trends and behavior

•Big Ears: listen to what constituents are saying to one another

•Little Mouth: keep quiet, resist the urge to be defensive

Thanks to Andy Shaindlin, @alumnifutures + http://www.alumnifutures.com

Photo by Flickr User 黒忍者

Photo by Flickr User EricGjerde

Alerts

Google Alerts

Facebook

Facebook: What to Watch

•New group member requests (for Groups, not Pages)

•Discussions

•Wall Posts

•Photos

•Weekly Summaries via email for FB Pages

•+ Fans per week (and # total Fans)

•# of Wall Posts, Comments, and Likes this week (# last week)

•# Visits to your page this week (# Visits last week)

•Stats Dashboard

Facebook

Twitter

Twitter Lists & Followbacks: @CASEsmc

LinkedIn

LinkedIn: What to Watch

•New group member requests

•Discussions

•News stories (can post via RSS)

•Job Posts

Photo by Flickr User sarawestermark

What if Something “Bad” Happens?

•If you can’t delete - compete

•develop a thick skin

•crowd out bad information, make your presences the best place for information about your school or institution

•there is no digital “tattoo removal”

by @charleneli via @andrewcareaga (who got it from @davinagould via @markgr via @imeldak)

Measuring Success: Quantitative

•Traffic

•Number of RTs (re-tweets)

•Number of conversations/threads

•Number of followers/fans

•Number of click throughs

•Overlay data from other sources (your website, etc)

Measuring Success: Qualitative

•Are you reaching audiences you never reached before?

•Are you being talked about in a positive light?

•Are you engaged in meaningful conversations?

Summary: Community Management

•It’s a real job!

•Be like the tarsier

•It’s many jobs in one

•Assemble and use a toolkit

•Measure qualitative and quantitative results

•We’re all community managers!

Resources

•Diigo group: http://groups.diigo.com/group/casesmc

•Slides: http://www.slideshare.net/adaptivate

•My Blog: http://adaptivateblog.com

Thank You!

Twitter: @lizallen

liz@adaptivateblog.com

http://adaptivateblog.com