Role Conflict, Role Ambiguity and Role Overload of Women Executives in Organisations
Role communitymanagerfinal
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Transcript of Role communitymanagerfinal
Your Role as a Community Manager
Ashley Goforth@ashleygoforth
• Always respond on brand in a timely manner
• Separate accounts, separate devices
Golden Rule(s)
The Mistake
The Apology
A Day in the Life of the Community
Manager
7AM
9AM
11AM
1PM
2PM
4PM
7PM
10PM
• Content
• Monitoring
• Strategy
Community Management
Content
How would your brand sound at a dinner party?
• How does your brand say ―hello?‖
• How do they express positivity?
• How do they refer to their friends/fans?
• How do they ask people to ―like‖ something?
Who Tweeted It?
1. ―Dudes, you know you’ve been jonesing for it.‖
2. ―We’re already halfway through the work week, amigos!‖
3. ―You can’t have a #HumpDay without curves!‖
4. ―The foil’s so bright, it’s gotta wear shades.‖
Creating ContentBe mindful of your brand goals:
• Product Love
• Upcoming events/Brand Life
• Solutions
Who’s Getting it Right
Creating Graphics
REMEMBER:EVERY POST IS
AN OPPORTUNITY
TO GET YOUR
BRAND OUT
Building Your Voice: How would your brand sound if it were at a dinner party?
Writing Content: What are your goals? How can you creatively accomplish them?
Creating Graphics: Every graphic is an opportunity to share your brand
Content Recap
Monitoring
The most important rule for a community manager is to
always respond on brand in a timely manner.
Golden Rule:
• You are on the front lines—your response is often the first brand voice the consumer hears
• Create an issues document with FAQ and determine how to flag issues to the appropriate people
• Always use legally-approved language
• REMEMBER: You aren’t always going to be able to change someone’s mind, but you may change their next choice.
Monitoring Channels
What do you do in a crisis?
Measure the BANTER.
You are not alone.
The data will shift.
Know what you are looking for (brainstorm keywords)
Crisis Monitoring
Real-time Engagement
ULTIMATELY MAKE SURE THAT THE
ENGAGEMENT FITS FOR WHAT YOUR BRAND IS
ABOUT
• Set a plan for how often you are going to check the channels
• Remember the golden rule
• Always stay on brand
• Set a plan for how to deal with issues (remember you are not alone)
• Always look for current events or moments in time to insert your brand (be agile)
Monitoring
Strategy
• Set up a plan for pulling insights
• Use Facebook Insights
• Track:
– Fan Growth
– Engagement (People Talking About This)
– Conversation: • Likes, Comments, Shares
Analytics & Insights
• Identify competitors to your brand
• Identify aspirational brands
• Follow similar brands to inspire
you with content ideas
Competitive Channels
• Mashable
• AllThingsFacebook
• Monday’s NY Times
• Competitor Brands
• Facebook Studio
• Platform Blogs
• Agency Websites (Digital)
• Beth Kanter
• NTEN
Useful Resources
• Facebook Lists for Brands
• Professional Facebook/Twitter accounts
• TweetDeck/HootSuite
• Serialized Content (Fan of the Month, Wow Wednesdays)
• Pocket/Evernote/folders
• First thing. Before you check your email.
• If you’re just starting out – track how long it takes you to do something (toggl)- clear lines to signup forms (how did you hear about us)
Tips & Tricks