community management 101 - pure michigan...able to handle problems/issues #puremichiganedu • have...
TRANSCRIPT
Community Management 101
Prepared by: Grant Kenney
Senior Digital Strategist Twitter: @GrantKenney
May 3, 2016
Able to Handle Problems/Issues
#PureMichiganEDU
• Have a process in place for crises
• Don’t delete all complaints or negative comments
• Do delete inappropriate comments or spam
• Don’t take negativity personally; make sure you stay professional
• Work to resolve complaints or issues privately through messaging
#PureMichiganEDU
ALWAYS BE ENGAGING
Thinks Outside 9-5
#PureMichiganEDU
Accountable/Knows How To Market
#PureMichiganEDU
Cultivates Relationships
Meet Carole
Cultivates Relationships
#PureMichiganEDU
Not Afraid to Try New Things …Even if That Means Occasionally
Failing
#PureMichiganEDU
• Be passionate • Handle negativity professionally • Engage the community • Think outside 9-5 • Cultivate relationships • Not afraid to try new things
Takeaways
Photos, Videos, Hashtags and Leveraging User-Generated Content
Prepared by: Brian V. Matson TwoSix Digital
Senior Director of Strategy & Education Twitter: @BVMatson #PureMichiganEDU
Human Tripod
#PureMichiganEDU Image Source: Secret Ninja News
Landscape/Horizontal
#PureMichiganEDU
Keep the light behind you #PureMichiganEDU
Keep It Short
#PureMichiganEDU
RULE OF THIRDS
#PureMichiganEDU
Source: http://www.adorama.com/ #PureMichiganEDU
REFLECTING WATER
#PureMichiganEDU
Hashtags, UGC & Review Sites
#PureMichiganEDU
#PureMichiganEDU
The Selective Enabler
#PureMichiganEDU
Hashtags
#PureMichiganEDU
#PUREMICHIGAN
#JEEPTHEMAC
#ZINGERMANS
#JeepTheMac
Your Community (AKA CUSTOMERS)
Find
IconoSquare.com
TIP: Start searching KEYWORDS or PHRASES that are relevant to your business.
#PureMichiganEDU
Your Community (AKA CUSTOMERS) THEN
ENGAGE
www.TagBoard.com
#PureMichiganEDU
www.WorldC.am
#PureMichiganEDU
Share
#1 Ask for Permission
#2 Give Proper Credit
#3 Ask for More Contributions
Spread
Reputation Management
#PureMichiganEDU
66% of reviews are 4 or 5 Stars
Share the positive reviews
Put review sites to work for you
Enable visitors
#PureMichiganEDU
Why Claim Your Space?
• More credibility in searches • You can edit information about your business • The ability to customize and add photos • Respond to reviews about your business and
receive immediate customer feedback
• Improve your business
Which reviews should you respond to?
ALL OF THEM #PureMichiganEDU
#PureMichiganEDU
#PureMichiganEDU
Do responses matter to the consumer?
YES: How a business responds to criticism often has MORE INFLUENCE on booking or visitation decisions than the criticism itself. #PureMichiganEDU
DO:
• Keep your listing fresh • Review traveler photos
for accuracy • Show regular activity • Set up Email Alerts • Create widgets for the site • Encourage staff • Curate stories/reviews • Learn from Reviews
#PureMichiganEDU
DON’T:
• Don’t forget to respond • Take things personally • Post fake reviews • Pretend it doesn’t exist • Harass people about reviews
#PureMichiganEDU