community management: an intro by doug wilson, community exec @ yomego - strathclyde university...
DESCRIPTION
Yomego Community Executive Doug Wilson gives an introduction to Community Management to Strathclyde University students selecting the Digital Marketing and Social Media class elective.TRANSCRIPT
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Douglas WilsonCommunity Executive, Yomego
@dougw_yomego@mrmanwich
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Who are we?
Yomego is a specialist social media agency.
We work collaboratively with clients to engage audiences in social media and drive meaningful business value.
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Our specialist tech and creative teams devise compelling customer experiences that harness the full potential of social media spaces.
Creative Delivery
What we do
Our planners help determine the right direction to maximise value and deliver quantifiable ROI.
Strategic PlanningResearch and InsightThe web is a huge unstructured focus group. Our proprietary tools and specialist experts provide actionable insight from a mass of data and opinions.
Community Management
Recruiting, nurturing and managing thriving brand communities around brands. Our blogger outreach repository provides access to engaged audiences all over the world
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What is Community Management?
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Where Does the Community Live?
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What’s It All About?
• Content Creation & Planning
• Customer Service
• Audience Building
• Engagement
• Creation of Value Advocacy
• Listening
• Analysis & Reporting
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The Community Management Sandwich
• A Strong Foundation:– The bread and butter– Knowing your tastes
• Fresh Content– Mix it up– LISTEN to recommendations
• Attention to Detail:– Feeding time– Best before– Fixing things @mrmanwich / mrmanwich.com
More on the Yomego blog:http://www.yomego.com/blog/posts/2013/may/09/the-community-management-sandwich/
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Our Communities
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Our Approach• Research
– Who are they?– How do they behave?– Where do they congregate?
• Gaining Expertise on the subject matter
• Tone of Voice & Messaging
• Incentives for interaction
• Content Planning
• Rewarding ‘good behaviour’– Sharing UGC
• Engagement– Encouraging the community to
become self sufficient
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Analytics available: Facebook
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What could go wrong?!?
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What could go wrong…
Dissatisfaction Mistakes can happen…
Trolls In-fighting between community members
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When Things Go Wrong
• Acknowledge
• Act
• Sympathise
• Commit to resolving
• Follow up
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Going Forward
Experimenting with new platforms:
Embracing and understanding analytics as they information
becomes more granular.
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Traits of a #cmgr
• Patience
• Creativity
• Objectivity
• Adaptability
• Reactivity
• Empathy
• Analytical ability
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Any Questions?If you would like to know more,get in touch.
Douglas WilsonCommunity Exec@[email protected]
Glasgow
/yomego @YomegoSocial
London
Longbow HouseChiswell StLondon EC1Y
The Lighthouse 70 Mitchell St Glasgow G1 3LX