Carpe Tweetum: Community Managers Need to Seize the Tweet

medium_4341554771I 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 happen, a great community manager can join conversations and introduce the brand to a whole new community of potential fans. Paying attention to the world outside your @mentions is vital.

Trending Hashtags

Ah, the trending hashtag. It’s the little pound sign that could either take your tweet to the top, or get you into some serious trouble. Before you decide to use a trending hashtag, check to see why it is trending. Hashtags trend for many reasons, some good, some bad and some incredibly controversial. Don’t jump onto one without knowing what you are getting into.

When you do decide to use a trending hashtag, make sure it makes sense. Keep in mind both the message behind the tag and the voice of your brand.

Pop Culture

Everyone who works in digital knows what Oreo did during the 2013 Super. Bowl blackout. They were able to think fast and win the internet on social. Similarly, during the first airing of the now classic film Sharknado, the Red Cross joined the conversation and gave out life saving advice throughout the night.

You can’t just take advantage of other people’s media. When the character Saul complained on Breaking Bad that he was going to wind up managing a Cinnabon in Omaha, the social team at Cinnabon took full advantage of offering to talk to him about his career path.


Know from square one what kind of participation in some of these things is approved by your clients. While you want to be quick to jump in, you need to know your boundaries before hand, you don’t want to jump into anything that would not be appropriate to your brand.

With any of these, you have to take into consideration that many companies will require some kind of approval when going to jump in and play. Create an approval plan for when things need to be decided on quickly.

What is your favorite example of a brand who took advantage of one of these?

photo credit: Pen Waggener via photopin cc

Carrie Keenan
Carrie Keenan is a Social Media Community Manager and blogger out of Appleton, WI. I work with both B2B and B2C clients, but I prefer to call them all P2P. I am actively involved in the Wisconsin Irish community as the social media chair for Oshkosh Irish Fest. Iā€™m a proud geek and book nerd, lover of big words, rhyme & alliteration.

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