5 Questions to Ask Yourself Before Implementing a Social Media Strategy

by: Jamey Brown

In my head it goes: goal setting – brainstorm – idea pool – checks and balances – strategy – tactics – finished plan. This has been my process for developing strategy plans thus far. Everyone’s strategy development is different, but the overarching themes can be applicable to all. Oh yeah, and strategy (since I see it everywhere and no real description attached) is the high level plan(s) that’s built to achieve certain, pre-determined goals. Tactics are the executional steps that help achieve the overarching goals of the strategy. So, before you make the jump to executional, think of these five questions while you are developing your overarching strategic plan.

1. What are my goals? Short term? And long term?

It’s all pointless if you are not striving to hit certain goals you’ve set. There needs to a be a concise list of short term, immediate goals you want to knock out, and then a concise list of the big, 6 month-ish goals you want to achieve over time. Determining goals is the very first step.

2. Will I need 1 overarching strategy? Or several?

Sometimes, multiple strategies are needed if the client you are working with is a large one and has multiple large goals to achieve on a more corporate branding level. That and the fact that they could have a campaign that seeks to accomplish two very different things. Do I recommend them implementing a bipolar campaign? No. But sometimes several strategies are needed to accomplish different sets of goals.

3. What tactics do I need in place to fulfill the goals of my strategy?

VERY IMPORTANT. These are the mechanical pieces that keep the big machine running. You need actionable steps that say, “this is how you are going to actually do it on a day-to-day or week-to-week basis.”

4. Is my strategy fulfilling BOTH my long term and short term goals?

Always go back and double check yourself. Asking this question forces you to keep your goals on your mind at all times. Sometimes “creativity” can blind people’s strategic thinking and “cool” can take a front seat very fast. DON’T let this happen. Goals are always #1! Let cool and creativity come naturally.

5. What is the lifespan (timeline) of this strategy? 

Simple. How long will this plan be in place? Again, determine how long you think it will take to accomplish the long term goals at hand and build a strategy that reflects that timeline. It could be three months; it could be one year. Give yourself checkpoints along the way.

What are some other steps you implement before developing a new social media strategy plan? 

“The Hard Is What Makes It Great”

by: Jamey Brown

 

The life of a Community Manager, Strategist or Director is a hard one. One that sometimes has weeks where you want to pull out your hair, click “hang up” on a conference call and power off all devices. These weeks entail late nights, constant writing, and organizational skills that some think don’t even exist.

But when it’s all said and done, and you’ve put in the time and the hard work, watch this clip after each of these weeks. Make it a ritual. Exhale, because these weeks are the hard weeks. The ones that separate the good from great. And as you exhale, know that you conquered the hard, you achieved Community Manager greatness. Because in the end, if it wasn’t hard, everyone would do it. The hard is what makes it great.

 

We Humans Sure Do Love Repetition

by: Jamey Brown

When pushing out content or messaging it may seem repetitive to you, but the more frequent that message is pushed out (during the campaign duration) the bigger the reach will be.

Do not go overboard (and you will feel it when you go over the line), but repurpose your content and messaging so that it can reach a variety of users in your audience.

Remember, when you feel thoroughly annoyed by pushing out the same content, that’s the same time you have just made a decent impression in the market.

 

Don’t Let Content Overwhelm You

by: Jamey Brown

This morning as I arose with the sounds of Atlanta’s Midtown outside my window, I already had social on the brain. Today is a busy day in terms of monitoring certain communities and tidying things up simply to be prepared for this week. So, per usual, I got up, flipped on the coffee and plugged in.

Right now, at this very moment, I have six tabs open. One is Gmail. Four are social networks. The last one is WordPress (I guess technically another social network, but let’s not pick over small cookies). With this plethora of content at my fingertips, how do I filter it all to what I want? How do I not have a panic attack because there’s. just. so. much.? Well, it’s easy, manage yourself, not the networks.

Right now, I have too much content available at one time. Space things out into small segments of time. Overload can be detrimental.

Schedule what you want to get out of the next hour. I need to reply to some e-mails. I need to check my Google+ Communities and I need to monitor two specific LinkedIn Groups. These three things are priority for the next hour. So, I can remove my Twitter and Facebook tabs for now (and the WordPress one after I finish writing this on my break! Ha!)

Take your time. Content is much more effectively absorbed if you actually slow things down a bit and digest what you are reading AS you read it. Say it back to yourself.

Take small breaks. Now this does not work for everybody, but I am much more effective if I review something for 30 minutes and then take a 5-10 minute break. Rinse and repeat this and you will be surprised how much you get done by the end of the day.

Breathe. Remember, there’s always a tomorrow. Knock out what is priority for the next 24 hours, breathe and begin to schedule into the week.

What are some other content management tips you’ve found to be useful?  

An Ode to Community Managers

by: Jamey Brown

You’re a creator. A curator. A communicator.

You’re an editor. A director. A writer.

You’re an analyst. An interpreter. An advertiser.

You’re a sun up to sun down (and then some) worker. A “not leaving till it’s done” researcher.

You’re an orchestrator . A leader. A helper.

You’re a contributor. But most importantly, a listener.

You’re a doer. An observer. A specialist.

You’re a linker. A connector. A seeker.

You’re a Community Manager 

Congrats on being awesome 

When User Generated Content Goes Too Far

by: Jamey Brown

Ok, so a Community Manager walks into a bar… no, just kidding. But a Community Manager really does walk into his or her office, sits down and looks at the calendar. It’s THAT day. You know what day I’m talking about… the day where you click open the Excel (or Google Doc) content calendar for the next month and a slow tear comes down your cheek as you stare at the unbranded abyss. That lack of future content makes you even more nauseous than the two grande coffees you just had. But then you remember, “hey, we are now crowd-sourcing content from our online communities” (and yes, I will use that buzzword only once. Apologies). The flashbacks of your meeting with the Strategy Director and CMO are coming back to you and the words “we need to start incorporating more user generated content from our fans and followers” blink in bright neon lights. You then take a look at next month’s naked calendar and attack it with no fear. Well, before you do this you need to read the below tips on how to not go nutzo with user generated content. Because as transparent and effective as it can be, it can also be lethal to your brand or organization if overdone or done poorly.

1.  MOST IMPORTANT Research Where Your Content Is Coming From: I know there are other things to do on your list, but take a few minutes to make sure the content you are using is from a credible source. Believe me, if you publish content that is from a sketchy source fans and followers will call you out on it. And you don’t have time for that.

2. Do Not Forget Regular Content Strategy: user generated content can become addictive, especially if you have a large brand who enjoys tweeting, posting and producing videos about that product. Stay the course with your brand’s marketing strategy! Content from the community is an add-on, the icing on the cake. It is a strategy that should be periodically tossed in to spice things up and show everyone that “cool, they are listening to us and publishing our content.” Don’t fall into the trap of becoming addicted to your online community’s content. If you get hooked then all of your walls, streams and pages will become flooded with fan and follower content. Your brand message will be lost, thus creating confusion as to anything you were actually trying to push.

3. Make It Exclusive: this is the point of it all. Make your community members feel as though they are part of the VIP section at the Viper Room when something of THEIRS is published by YOU. To that person, it’s a stamp of brand approval. They will say to themselves (and their friends) “yeah, that’s my video that was RT’ed.” But if your consistency amps up and everything becomes user generated content then this exclusivity is lost. It is no more the “secret lair” you wanted it to be. The zest, the rush of it is lost.

Now, as you put pen to paper (or fingers to keyboard), remember these tips when implementing a user generated content strategy (wow, I’ve used this word a lot. Please comment on another word for this. I seem to be getting buzzword syndrome). Finally, have fun with it. That’s the bottom line with all of this. Content, branding, online communities, etc. are supposed to be fun and engaging. Don’t forget that when making things shareable and RT’able.

3 Social Marketing Lessons You Can Learn From ‘Road House’

by: Jamey Brown

There’s nothing wrong with tossing some bacon, roundhouse kicks and mullets into your day. To break up my day I will, from time to time, watch clips from the Swayze classic, ‘Road House.’ In watching these clips I could not help but think “what if Patrick Swayze was a marketer? What if he had access to social media?” My dwellings on this below…

1. Be Nice 

You are going to encounter A LOT of personalities you don’t like. Big ideas will float around that are terrible. And you will butt heads with people who work close to you. When these times arise, be nice. When there are too many cooks in the kitchen, be nice. When a campaign gets a green light that you don’t like, be nice. Now, I’m not saying have no opinion and bottle everything up. But handle things that are out of your control with the attitude of being nice.

2. When Someone Calls You A Name, Be Nice

As Community Managers we all know there’s going to be people out there who bash your brand – some brands more regularly than others. It happens. Deal with it with transparency. When tackling negative feedback from people, it is essential in my opinion to be nice. Having been a disgruntled customer before (who hasn’t?), I have been completely won over by kindness and brand’s willingness to help. When brands become human and are nice to their fans and bust their ass to help them, it typically results in winning that person back. If that person is not completely sold they will at least have something good to say about your customer service. Remember, wins don’t have to come from just a sale.

3. When The Time Of Being Nice Is Over, Stand Up For Yourself (Or Your Brand)

This is a VERY rare circumstance in social media. I repeat: this is a VERY rare circumstance in social media. When a brand has been nice, accommodating and given all 120% of themselves to helping a disgruntled person and that person continues to come back with bash after bash after bash about the same situation then it is time to stop being nice. THIS DOES NOT MEAN BE OUTRIGHT RUDE! But it does mean that brands, on occasion, need to stand up for themselves and their content. Defend your castle! A brand can simply say something like “Sorry, [insert name]. We have given you every possible resource at our disposal. If you continue to use graphic language or rant on our comment threads you will be reported and banned.” Don’t be afraid. Stand up for your kindness and willingness to be good at customer service. Because that’s exactly what you’re doing.

When have you had to stand up for your brand? Or continue to be nice?  

Likes vs. Comments vs. Shares

by: Jamey Brown

We all want em! As soon as our beloved content goes up we wait on those numbers to skyrocket. But what do the likes, comments and shares mean? Alright, so someone shared content you posted, so what? Does one have higher value than the other (if you’re a Community Manager feel free to shake your head yes now)? Below are likes, comments and shares broken out.

 

 

 

 

 

 

 

 

 

 

Likes

- The original form of engagement for Facebook.

- Likes are the “ok, well at least I got that” app of Facebook.

- Sadly, they don’t hold as much value as they once did.

Comments

- These are always welcome and definitely pivotal in Facebook marketing.

- They let a brand see what their market is thinking, a test group if you will.

- They also allow a brand to keep a finger on their community’s pulse. Word of advice: don’t take your finger off…

Shares

- The most important button on Facebook.

- Promotes virality (yes, this is now a word because Facebook said so), thus allowing content to go viral

- Sharing is caring; if you ask your community to share content they will probably do it, but only if you have been keeping that finger on the pulse. Oh yeah, use CTA’s sparingly. Too many call to actions and your community will see it as spam and not do it anymore. You don’t want this tactic to lose its zing!

The next time you push out content, either for yourself or the brand you manage, remember what your community is thinking when they are clicking these buttons. And if you think of it prior to publishing then you might see some more success with overall engagement.

What kind of engagement does your content produce? 

4 Things To Remember When Promoting Posts On Facebook

by: Jamey Brown

So how does content really get out there for users to see? There are the basic strategies and tactics, but it never hurts to put some ad dollars behind solid content. That being said, promoted posts are a content marketer’s dream. I am currently running multiple promoted posts campaigns for a client and so far (knock on wood) the numbers are coming out great. Below are 4 things to remember every time you run a promoted post campaign.

 

 

 

 

 

 

1. Include Links: always always always have this content driving traffic to a certain destination. You’re putting money behind, make it worth the expense! Along with including applicable links in the content, make sure to track these links on the back end. I use bit.ly for all of my link statistics. You can also incorporate promo codes within the copy to make clicking the link more attractive to users.

2. Target Correctly: bottom line, if you don’t target well you WILL be the victim of a spam invasion. I have seen it happen and trust me, it isn’t pretty. Be precise in your targeting because the more precise you are, typically, the better your numbers will be. This is not the case every time, but if you are seeking out a specific group of people to engage with (and trying to get them to purchase something) then you need to zero in on them.

3. Set The Appropriate Budget: the bigger your Facebook community is, the bigger your ad spend options are going to be. The higher the spend, the bigger the reach. The more you invest, the more engagement you will receive, thus resulting in a growing community and more traffic being driven to your digital destination.

4. Oh Yeah, The Content Has To Be Good: Warning! If the content is bad, promoted posts will only help so much. Put yourself in your market’s place and say, “would I click this?” When you pass this test, then click “promote.”

Promoting posts is a real game changer for brand pages because it is a guaranteed way to market good content to the exact people who need to see it. In fact, I would not be surprised to see traditional Facebook ads to start slowly fading out. Why? Well, promoted post advertising is all the gravy of a traditional Facebook ad, but with engagement applications attached to it and it is placed in a news feed as opposed to the side panel (aka the no man’s land of mouse cursors). So the next time you are launching an ad campaign, give promoted posts a thought and watch the results roll in.

Why Social Media Customer Service is a GameChanger: A Zappos.com Study

Why Social Media Customer Service is a GameChanger: A Zappos.com Study

by: Jamey Brown

Long title, huh? Well, there’s a reason I included “Social Media Customer Service” as opposed to “Customer Service” standing alone. But I’ll get to that in a bit. The holidays are a time of family, friends, yada yada yada, but what happens when those shoes don’t come on time? Or that playhouse that will take you a week to build incorrectly gets double charged on your account? How do these holiday debacles genuinely get resolved…and with a smile on the customer’s face? It’s hard, but it can be done.

So I had sidelined my Christmas shopping day after day after day..whoops. Who doesn’t, right? I knew what I was ordering though (baby converse shoes for my niece) and knew I would be going straight to Zappos to knock it out in about five minutes. I went to the Zappos link my sister had given me and nothing. Got an always friendly “Internal Error” message. So I immediately went to the Zappos brand page and said “I need help!” Below is the customer service magic that ensued…

 

Screen shot 2012-12-23 at 9.16.29 AM

My initial cry for help

 

 

 

 

 

Screen shot 2012-12-23 at 9.16.56 AM

Their response, plus another community member chiming in with some holiday cheer

 

 

 

 

 

Screen shot 2012-12-23 at 9.17.19 AM

Them actually helping me with real info, not company lines

 

 

 

 

 

 

 

 

 

Screen shot 2012-12-23 at 9.17.37 AM

My mind blown + them being awesome + another question from me

 

 

 

 

 

 

 

 

 

Screen shot 2012-12-23 at 9.17.51 AM

Boom, them hitting back with more real help – please note that this is not fake help

 

 

 

 

 

 

 

 

 

 

Screen shot 2012-12-23 at 9.18.07 AM

Holiday high-fives all around

 

 

 

The next time you have a customer problem with a brand, go to them and let them know. Don’t bitch repetitively because nothing gets accomplished with that mindset on either end. Trust me, not all Community Managers respond to you dropping a hundred F-bombs. Come as a customer who is on an honest search for a solution. If you take this attitude, then a solution can typically be reached. Not always, but most of the time.

And the reason I chose “Social Media Customer Service” over just “Customer Service” is because this is the number one line of brand communication today. It’s not hard, when you call a customer service line you are only one on one. But when you take to the social airwaves (in a respectful and mature manner), your inquiry is seen my hundreds of thousands – it’s hard to throw company lines at that.

Have you had any social media customer service blunders recently? If so, how did they turn out?