How to Avoid Burnout As A Community Manager

24/7. Does it ever feel like that describes your work schedule? Twitter, Facebook, blogging, learning the new ‘shiny’ app out on the scene. Reporting, meetings, emails, chats, Hangouts, pings… these are the days of our lives as community managers. Not to mention forums, meetups content calendars and autocorrect. We all know that community management is […]

Help Wanted: Time to Hire A Community Manager

Last night, a friend of mine was talking about a job posting he saw for a community manager position. It was an unpaid internship and required 5-10 years “social media experience”. Wait. What? Stop. That was it? Not even looking at the fact it was an unpaid internship, that was all they were looking for. […]

Your Tweet is Very Important to Us, Please Stay on the Line

Let’s say, you have a question you want to ask a brand and you choose to ask that question over Twitter. What is the most unwelcome response? Is it brand silence? Not to me. I think the worst response is obviously an automated response (American Airlines Will Respond To Every Tweet — No Matter How Offensive) that has […]

The Magic Solution To Make Online Complaints Disappear!

Bibbity, bobbity boo! Wait? What? That complaint is still there, and that Facebook post? Don’t even get me started on that Yelp review! I’ve got to be honest, if you are looking for a magic spell right now, you should maybe go and read some Harry Potter. There is no magic way to prevent negative […]

Carpe Tweetum: Community Managers Need to Seize the Tweet

I think that it is safe to say, while there are no hard and firm “always” situations in social media, you can always expect the unexpected. Community managers need to keep a watchful eye on what is going on. Finding and taking advantage of these golden moments can lead to the most awesome brand storytelling. […]

What I learned about Social Media From Star Wars

I am a self proclaimed Star Wars geek, it is so much a part of my life, I wear it proudly even as a part of my bio. So of course, my putting it together with social media… well, that just had to happen. (More of a Dark Side kinda guy? Like cookies? Check out [...]

Don’t Be a Social Media Zombie

Or a Ghost. Or a Vampire. Zombies! and Ghosts! and Vampires! Oh My! Halloween fever has taken over. But if you think about it, you do see all three of these personality types showing up in social media. Let me explain – Zombie: What is the first thing you think of when I say the [...]

10 Things Not To Say To A Social Media/Community Manager

It is getting to be that time of year again, the family holiday season is approaching. And with these events, come the questions. The “What do you do’s” and the “What does that mean’s” and my favorite the “what the hell is Twitter? Oh, I’d never use that’s”  So here is a list of things [...]

Love No Kid Hungry? Love Twitter? Join us!

The annual TwEAT OUT for No Kid Hungry is happening again – this will be my first year involved  and I can’t wait! The team from NKH will be on twitter all day (please be sure to follow #NoKidHungry) spreading awareness about the Dine Out For No Kid Hungry. There  is already a great wave [...]

Being the Rookie on a Community Management Team

With football season finally here (and with the first few weeks at a new job) I have been thinking a lot about teamwork* and how every member is important to the whole yet brings in their own unique strengths. For those of you who know me, know that I have been a solo community manager […]

CMGR-bot? No Such Thing!

The things you come across when you do daily hashtag searches for various customer service related key words. (The tweet that inspired this post came from an IVR search) There are many arguments across the web about people automating parts of social media, but I say both community management and customer service are things that […]

All You Need is … to Disconnect

Until yesterday, I was going to write a completely different article. I was going to write your patent pending Carrie style list post called the Beatles guide to community management. But last night I had the amazing opportunity to attend my (second!) Paul McCartney concert in Milwaukee. Because of this (most epic) event, I did something […]

The Doctor’s Rules of Social Media Management

  Ah The Doctor, that mysterious man from Gallifrey… For those of you non Whovians out there, the Doctor (a Time Lord—a time travelling, humanoid alien) is the titular character in the BBC science fiction television show, Doctor Who. With his 11 regenerations over the last 50 TV years, the Doctor has had 11 very […]

Engaging Your Offline Community Online: Events

Sometimes, when we talk about social media and community management, our minds focus strictly on the digital. But there are communities out there that have formed long before we were setting up forums and Facebook pages. Having a community grow around a favorite race car driver or baseball team has been around much longer than […]

Social Media Managers – You’ve Got a Rep to Protect

The responsibility of a brand’s online reputation is often in the hands of a social media manager. Everything from maintaining brand voice and creating content to delivering great customer service are all duties that may fall to you. But what about everyone else? How much of that reputation is determined by other members of the […]

Standing Out From Your Brand

“You will be upgraded.” the chilling call of the The Cybermen of Doctor Who, ‘upgrade’ humans by converting us into shiny metal robots with no emotions and a hive brain. As a community manager, you need to be sure that you do not assimilate too much into being one with your corporation. There are so […]

Should Community Management Be 9-5? (I Say No)

I had an interesting reaction on Twitter to my last article.  There was a questioning of my statement about how it is a 24/7/365 position. You can see the discussion in the image below. I thought I would go into more detail on my expectations and the reasoning for them. My expectations for customer service […]

6 Things I Wish I Would Have Known as a New SMM/CMGR

I was asked an interesting question the other day. “What do you wish you would have known before you started your job?” When I started at Thill, I was technically hired as a “Social Media Developer,” and none of us were entirely sure what the position would entail. I was lucky enough to be able to […]

Darth Vader’s Guide to Conflict Resolution

While I have written about Star Wars before,  I have yet to dabble in the Dark Side. Contrary to popular belief, Mr. Vader was not all about chopping off hands and blowing up planets. He had a management style rivaled only by Michael Scott when it comes to dealing with conflict in the workplace – […]

Whenever, Wherever – Community is Not 9-5

Not every community manager is part of a team that is set up to constantly monitor the 24/7 world of social media. Many of us are teams of one, and you can’t be sitting at a computer every minute of every day, waiting for something to happen. photo credit: Aaron Jacobs Having said that, you […]