Category Archives: Community Management
4 Steps to Answering Tough Customer Questions Online (and Off)
Every day we are surrounded by people asking questions online – and not just softballs, but really tough questions about our organization’s social responsibility, environmental sustainability, and ethics. This summer, my husband and I took a trip to Nashville where … 
5 Social Media Idea Starters for the Next Time You’re Stuck
Social media can be an exciting, creative way to promote your organization. These interactive platforms lend themselves to engaged customers and open dialogue. On the flip side, social media can be a burden on those tasked with generating content several …
How Your Fans Can Help Tell Your Brand’s Story
I’ve watched a certain Matt Nathanson concert video several times since first stumbling across it on Facebook. And every time I do, I have the same reaction. I actually feel the synergy between him and his audience. It makes me want …
Social Media Crisis Management Lessons from the Shutterfly Mistake
Normally, when I check my email in the mornings from bed, it’s just to make sure there’s nothing on fire before I begin my day. On Wednesday though, I shot out of bed when I saw an email from Shutterfly …
Why People Really Complain on Social Media
One the most common concerns of businesses launching their social media efforts is about customers that complain via social networks like Facebook and Twitter. An equally common response is that these individuals are going to complain about your business online …
Plan to Be Social by Building Your Social Content Library
Let’s face it, not every day in the office is exciting. As much as we want to generate captivating content for our audience, sometimes it feels like a stretch. So what can you do to avoid a slow day or …
How to Moderate Conflicts within Your Social Media Community
No one relishes the moment at a social gathering when the room goes quiet as two guests delve into their differing viewpoints on an issue. Politics, religion, dietary choices — any of these topics can swiftly become a point of …
5 Ways to Put TweetDeck’s Custom Timeline to Work for You
Recently, Twitter introduced custom timelines in TweetDeck. Custom timelines allow users to build a collection of individual tweets and display them in a timeline. These are different from lists, which are built of users, resulting in a timeline of all …
Questions Are Currency
How can we create more engaging conversations via social media? How can we develop more helpful content for our online community? These are both common questions for brands of all shapes and sizes. In fact, you can answer these frequently-asked …
January 27, 2014
Community Management
Avoiding Snark Online
We do business with people we like. While this adage has been in play for generations, it takes on added meaning as social media allows us to get closer than ever before with our customers. Facebook, the world’s largest social …