Community management is more than a hat worn temporarily by a social media or PR person. It’s not a position that’s shed when a person moves to the next level in his/her career. Community management isn’t just a title – it’s a discipline. I had the opportunity to participate in a workshop with a room full of community managers at South by Southwest. The below shares the outcome of ...More
Appearing at the top position of an industry ranking may be considered a huge achievement for many firms, but nowadays there are all kinds of “rankings” – and some may not give you a reason to be proud. For instance, there are rankings that show the worst best customer service (CS) of brands in social networks. That’s why planning out a concrete social media strategy including appropri ...More
A recent study looked at the state of enterprise-sized branded communities across 15 different industries – from consumer products and technology, to the highly regulated pharmaceutical industry. Not surprisingly, the findings showed that there’s plenty of work to be done when it comes to tapping in to the power of their customer communities, save for a few select standouts. But one finding ...More
I’m just getting back from some time in San Francisco, where I had the pleasure of taking part in a photo shoot for ReadyForZero, a startup that helps people get out of debt. As a long-time user of the service, I was excited and flattered when they invited me out to San Francisco to be a part of it. [caption id="attachment_6123" align="aligncenter" width="378" caption="Me and some of the Read ...More
In the early hours of July 20, a gunman opened fire in an Aurora, Colo. movie theater during a midnight screening of “The Dark Night Rises,” killing 12 people and injuring 56 others. The shootings quickly generated widespread coverage from U.S. media and social media channels, as people at the theater started using Twitter to share their chilling firsthand accounts of the scene (for more on th ...More
Last year Buddy Media released a report on posting strategies for Facebook. This year, the company just released a similar strategy report for Twitter, and it contains some interesting insights which brands or agencies can look to leverage in their communications. The report analyzed 320 Twitter handles from the world’s biggest brands to get the following insights. I found some of them intere ...More
Community management is not a new concept by any means – it’s a function that essentially began in the “old days” of online communication, when people connected primarily through forums and chat rooms. But the rise of social business has given life to the role in a whole new way. What used to be looked at as a role primarily for moderation of niche community forums, is now seen as a ne ...More