Best Practices in Using Social Media for Customer Service When it comes to best practices for using using social media in customer service, it all seems to boil down to three things – Be fast Be empathetic Be useful Be Fast In our hurry-up culture, two minutes to microwave a meal sometimes seems too long. Social […]
The Importance of Content Marketing for Community Managers Why is content marketing important for Community Managers? It is deceptively easy for companies to ‘get on Facebook’ or ‘get a Twitter’, and start pushing content out through a firehose. Companies may even make a splash in the beginning. But it’s unsustainable. Furthermore, it’s not serving customers and […]
The Most Important Role of a Community Manager I’ve been a Community Manager for over a decade but don’t believe I have seen a better outline of our roles and sub-roles than this graphic – I have been in all of these roles, at one time or another. Because I am a volunteer and Able2Know […]
Virtual Groups & Online Communities As John Donne famously wrote, “No man is an island.” On the internet, there seems to be a similar but not identical truth – few people want to be an island. And so we create enclaves. Some of our enclaves mimic those we see in the offline world – we […]
This post is a riff on 10 Community Roundtable Member Predictions for 2011. If you don’t follow the Community Roundtable, you should — they are very knowledgeable about an aspect of social media that is very near and dear to me — the creation, nurturing and management of online communities. I only wish that my […]