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 more than just cat … [Read more...]

Help Wanted: Time to Hire A Community Manager

hire new 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. 5-10 years "social media experience", no more specific … [Read more...]

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

Friendly Service

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 nothing to do with your initial tweet. Silence is bad, but to … [Read more...]

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 things from being said about your brand online. Full stop. You can't … [Read more...]

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. While they can't be planned for in advance, when these moments do … [Read more...]

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 my Darth Vader’s Guide to Conflict Resolution over on I tried to collect the best social media advice … [Read more...]

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 word zombie? Do you picture a mindless walker shuffling down the street looking for brains? I … [Read more...]

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”  So here is a list of things the questions we all see and the answers we all WANT to reply with. Top 10 Things NOT to say … [Read more...]

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  of support rolling in, but we still need YOU! How can you help Team No Kid Hungry? … [Read more...]

Being the Rookie on a Community Management Team

Businesswoman consulting a partner

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 (only cmgr responsible for the account) for a while now. I have recently started a … [Read more...]