Category Archives: Community Management

August 3, 2016

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 …

February 3, 2016

Community Management

5 Social Media Idea Starters for the Next Time You’re Stuck

social media

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 …

March 18, 2015

Community Management

How Your Fans Can Help Tell Your Brand’s Story

part of your 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 …

May 19, 2014

Community Management

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 …

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 …

January 20, 2014

Community Management

Why People Really Complain on Social Media

social complaints

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 …

January 15, 2014

Community Management

Plan to Be Social by Building Your Social Content Library

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 …

January 8, 2014

Community Management

How to Moderate Conflicts within Your Social Media Community

conflict management social media

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 …

December 4, 2013

Community Management

5 Ways to Put TweetDeck’s Custom Timeline to Work for You

tweetdeck custom timeline

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

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 …