The document discusses the role and responsibilities of a community manager. A community manager monitors an organization's online reputation, responds to comments and questions, researches the target audience, creates and curates content, finds new followers, and interacts with existing followers across social media platforms. It emphasizes the importance of listening to audiences, engaging with them, and using metrics to measure success. It also provides tips for community managers to effectively handle negative feedback and reactions online.
The Role of Taxonomy and Ontology in Semantic Layers - Heather Hedden.pdf
Community management
1. COMMUNITY The key to
your online
MANAGEMENT community
2. WHAT IS A COMMUNIT Y MANAGER?
A community manager is the eyes, ears and voice of your social
media presence. They do any or all of the following:
Monitor your online reputation
Respond to questions and comments directed at your brand
Research your target audience and how they interact online
Create and curate content
Find new fans and followers
Interact with your existing fans and followers
3. WHY IS IT
IMPORTANT
??????????
All of these
r o l e s to my l e f t
are important
to b e i n g
s u c c e s s f ul w i t h
social media.
O t h e r w is e ,
yo u ’r e
operating in a
v a c u um.
5. WHAT’S IN YOUR TOOL BOX?
Hootsuite
Tweetdeck
Social Oomph
Hyper Alerts
Social Mention
Mobile Apps
Google Alerts
Nutshell Mail
Disqus
8. HOOTSUITE
Columns you may not know about
My Tweets, Retweeted
Keyword search column (up to 3 keywords)
Product lines
Geography
Your brand name
Search column (great for #hashtags)
Twitter lists!
13. YOU CAN STEP AWAY!
Some great tools that will notify you when something does
happen:
Social Oomph
Nutshell Mail
Linked In notifications
Social Mention
Hyper-Alerts
14. DON’T BE AFRAID TO GO MOBILE
So many apps!
Twitter
Tweetdeck
Hootsuite
Facebook
Linked In
Google+
15. KNOW HOW TO LISTEN
Part of being successful in social media is to listen first and
then respond with what your audience wants.
16. WHERE TO LISTEN
Find out where your target market is:
Forums Niche social platforms
Industry specific Tumblr
Interest specific Quora
Facebook pages Sermo
Linked In Groups ParentLink
Home Farming
Twitter
Ning
Community lists
Pinterest
Chats (#smchat)
Geography
18. WHICH METRICS MATTER?
Metrics that give you more
Big Picture Metrics insight
Number of fans and Content Consumption:
followers Impressions
Number of mentions Post Views
Talking about this
Number of retweets
Shares
Page views
Clicks
Unique Visitors Interactions
Email subscribers Post Feedback
RSS subscribes Engagement
19. GETTING INTERACTION
The whole point is to get users to interact with your brand right?
But who wants to interact with a ________ ?
That depends on how well you’ve done your research!
20. 5 QUESTIONS TO ASK BEFORE YOU WRITE
THAT POST:
1. How do my users interact online?
2. What kinds of content do they
interact with the most?
3. What are your most clicked on and
viewed posts?
4. What time are my users online?
5. Is this content engaging or static?
21. GETTING INTERACTION
Try asking a question
Tell your fans what you want them to do
(“please RT”, “Share with a friend”, “Like this
post…”)
Integrate the latest trends into your brand
(CDC and zombies)
Stay on top of hot topic trends
Anyone remember this guy?
22. GO WHERE YOUR FANS ARE
People don’t flock to every brand page they see
on every social site. Do your research and go
where they are.
Forums
Niche social sites
Already established Linked In Groups
Other fan pages
Twitter Chats
23. • Create a response
Be the policy
KNOW
5%! • Respond in a timely HOW
manner TO
• Be proactive and
anticipate negative REACT
feedback
• Don’t be afraid of
negative feedback
• Create raving fans by
going above and
beyond
24. NEWS FLASH!
We don’t live in a perfect world! At some
point, no matter how hard you try, you’re
going to upset someone whether you did
anything wrong or not!
25. HANDLING NEGATIVE FEEDBACK
Step 1: Anticipate what some common complaints are in your
industry or with your brand and make a list.
Step 2: Come up with some general response guidelines for your
most common complaints.
Step 3: Come up with a chain of command for reporting and
responding when something is above and beyond your plan.
Step 4: Respond in a timely manner, apologize and personalize
the message by using their name.
Step 5: Take it of fline!
Don’t be a canned response!
26. STEP 1: ANTICIPATE
Customer service issues
Product dissatisfaction
Website not working
“Fact Checking”
Of fended by your post
Inappropriate comments
Spam
Anticipate what some common complaints are in your industry
or with your brand and make a list.
27. STEP 2: CRAFT A PLAN
How do we respond to each incident?
What if something is above and beyond our plan?
Who do we contact if we need more information?
Who is responsible for responding?
When do we delete comments?
BLEEP!
Come up with some general response
guidelines for your most common complaints.
28. STEP 3:CHAIN OF COMMAND
Who’s
watching?
Who
receives the
feedback?
Who
responds?
29. STEP 4&5: RESPOND
Most people just want to be heard, and they want to know that
you care about their problem.
Rules of thumb for responding:
Respond in a timely manner
Apologize
Use their name
Of fer to make it right
Take the conversation of fline
30. DON’T JUST DELETE!
5 Reasons why:
1. It sends a message that you don’t care
2. It looks like you are hiding something
3. You WANT to know when things go
wrong
4. You have a unique opportunity to create
a raving fan
5. You will gain more trust and respect
from your fans