Tag Archives: Social media

Socialize Your Marketing With Flowtown

Image representing Flowtown as depicted in Cru...

Image via CrunchBase

I was just delving a little deeper into new and useful tools on the horizon for social media marketing when I stumbled upon Flowtown. Luckily, I also stumbled upon an in depth review by a woman with impeccable credentials, including an MBA from Yale School of Management. Devon Smith, the author, decided to dig deep to discover the value of Flowtown, which has also been discovered by such stalwarts as The Wall Street Journal, The New York Times, Bloomberg, Fast Company and Inc.

As Devon tells us in Flowtown: Worth it? “Flowtown helps you discover & manage the social side of your email list….The steps are pretty simple: import your email list (whether via csv, manually, gmail, campaign monitor, iContact, or Mail Chimp) and Flowtown will tell you which of (at least) 50 different social media profiles (although I only found Facebook, Twitter, MySpace, LinkedIn, Flickr, StumbledUpon, Amazon, Pandora) is linked to each user. Or rather, to those particular email addresses. It’ll look like this (with emails erased to protect the innocent in this case):

As you can see, social media icons pop up next to each person. ”

Devon goes on to explain further:

“Who are These People?

Here’s a sample of each profile that’s created for an email entry. Now imagine this handsome young gentleman was on my list of small time donors and I’m trying to find out if he’s capable of giving more. Flowtown has handily provided me the tools to infer (new job + an MBA + shares connections with me online = big score!). Especially for younger donors, who may not yet own property or be written about in the Times (can you tell I previously lived as a prospect research stalker?), this is awesome information to be able to track down.”

This is a very full, robust, but to me and other social marketers, I would say fascinating study and overview of the nuts and bolts of a tool that can provide an social media entry point or multiple entry points to enable you to build a relationship witn your potential clients or prospects. Devon walks you through the steps of how you can take your email or Facebook list, put it through the funnel of Flowtown and come out with hundreds of new Facebook and Twitter prospects for very little money and even less elbow grease.

Recommend you give both the article and Flowtown a try. I am.

Using Web Tools and Services to Expand Your Capacity on the Web

: Image via CrunchBase

by Gretchen Glasscock

In many ways, today’s web is all about moving beyond our own websites, getting out of our own skins and connecting with others. At the same time, you are connecting on Facebook and tweeting out your 140 characters on Twitter, you also will be checking Twitter or geolocation apps like Foursquare, Gowalla, Brightkite, and Loopt to see where your friends are and what they’re up to. You will be frequenting sites like Yelp to check the reviews that folks in your ‘hood are giving to local restaurant and services. It will be a connected world and, to stay in the loop, you have to do your part. You have to be churning out tweets like the rest of us.

By now, those who work on the web, or are dependent on the Web for their business, understand twittering is no idle pastime. For some of us, it is an essential business activity. And probably for most of us, it should be.

All of us who are web savvy know we should be twittering and building our social media profile, 24/7. We should be working our Facebook connections, polishing our LinkedIn profile, or writing our blog and building our following on a continuous basis. Unfortunately, we can’t. There are only 24 hours in a day and we can’t be working all of them. Even if we could, we couldn’t use all those hours to enhance our social media standing. Here’s the bare minimum of social media we should be constantly expanding and enhancing:

Twitter – for real-time news, trend spotting, shout outs, communication, and learning via TweetDeck and search.twitter.com
Facebook – for keeping up with old friends, meeting many new ones, knowing what’s going on and trending and learning more about your favorite brands ( who knew Coca Cola was so creative & how about that Starbucks?)
LinkedIn – the number one resource for executives on a talent hunt, so a good place to network. Bait for the big fish. Your LinkedIn Profile should be as fresh and up to date as fresh squeezed orange juice. And packed with Vitamin C.
WordPress – to deploy attractive websites loaded with plug ins and widgets to enable them to do heavy lifting on their own, with occasional but diligent monitoring and supervision

So , what to do?

Given the enormous commitment of time and energy it takes to maintain an interesting and robust website or blog , I’ll take all the sophisticated, tech-savvy help I can get. I’m a big believer in automating as many tasks as possible on a website. That’s what plugins and widgets are for: to free you up for the big thoughts, the hot trends, the strategic processes. And for me, that’s where Twitterfeed comes in.

When you start with Twitter I think you have to learn the pace , the quick tempo, trending topics and how to retweet, ie. pass on someone else’s interesting tweet, perhaps adding your own thought to it. Long ago, I used to wonder what was up with Twitter. But, once I got into Twitter, I found it addictive for several reasons. #1: Thought leaders in the Internet space were constantly telling me what they were thinking and what was the newest and the coolest. And #2. I didn’t need a ton of bricks to fall on my head to see what an incredibly powerful marketing tool Twitter could be.

Once I got started, I realized the need for constantly updated information. I also realized one could automate this process, using my blog to feed my twitter account. You just go to Twitterfeed, set up an account, then paste your blog’s feed URL into the text box provided to set up a new feed. You can also set up feeds for thought leaders in your field.

I keep a keen eye out for those “widgets” or “gadgets” as Google calls them, those tiny pieces of automated code that you can install on your page to work tirelessly behind the scenes. If you create and install a Twitter widget on your home page, you will constantly have a stream of fresh and updated content to draw users to your site.

But even if you tweet ceaselessly, which you can now do by following the steps above, it is still important to find time to post to your own website or blog and to develop the right mix between blogging and tweeting.

I don’t know about you, but I couldn’t put out a blog ( or in my case, several blogs), manage several websites, keep up with the social media and work with clients if I didn’t have lots of help from fast, efficient online tools and services which speed up the process and make it more effective. One of my favorite services is Zemanta which is co-pilot of my blog, offering relevant links, suggesting keywords, providing related articles, in case I want to poke around the blogosphere a bit, and, usually, providing a pretty good graphic I can append to give a little pop to the story.

Adam Singer of TheFutureBuzz.com reminds us “ you’re essentially contributing to someone else’s network on Twitter” rather than building your own website or blog following. And , on your blog, “Old articles are valuable and still read years later, given infinite life by the engines. Old Tweets live in archive purgatory where a majority will never be seen again.”

So do both: Twitter, Facebook, social media and your own Blog, which you are building for yourself and for the future. Just find the right balance. And all the tools you can find to help you along the way.

How to Use TwitterFeed: Consistent Twitter Presence (growmap.com)
How to Make Money on Twitter (thesocialmediaguide.com.au)
20 Easy Ways to Promote Your Blog Across the Social Web (performancing.com)

The Secret To Building A Popular Blog

: Image by Getty Images via Daylife

Jon Morrow , Associate Editor of Copyblogger, who should know, shares with us this pearl of wisdom:

The Oldest Blogging Myth

“Content is king.”

Well, that is pretty discouraging to those of us who focus on producing or discovering great content. But then Jon explains what, in our hearts, we already know. In Why No One Links to Your Best Posts And What to Do About It , Jon points out that this is no longer even Web 2.0. It’s moved beyond that. The era of social media has arrived and that means Friends: Facebook, FriendFeed, the Twitterati. If you want to be popular, you need to start getting hooked up with very popular friends/fellow bloggers. Or , as he puts it:

“If you want links now, you need to be more than great. You need to be connected.

The Secret to Building a Popular Blog

Remember the saying “It’s not what you know, it’s who you know?”

Well, it’s kind of true. A mediocre writer that’s friends with every member of the Technorati 100 will become a popular blogger faster than a brilliant writer with no friends at all.

Why? Because bloggers link more often to their friends than anyone else. If you write a reasonably good piece of content that interests their audience, they’ll link to you, mainly because they like you.

The secret to building a popular blog isn’t just writing tons of brilliant content. It’s also having tons of well-connected friends.

How to Make Friends with Popular Bloggers

So… how are you supposed to make friends with all of these popular bloggers and get them to link to your best posts?

Traditional wisdom says you should link to their posts, hoping they’ll notice you and start reading your blog. Sometimes it works, but in my experience, you need to be a little more creative. Here are some ideas to get you started:

Write a guest post that gets lots of traffic and adoring comments
Attend conferences that all of the “Who’s Who” of your niche go to and network your tail off
Volunteer to “vote” for any posts that they’re pushing on social media sites like Digg, Del.icio.us and StumbleUpon
Email them an irresistible question, hoping to spark a discussion
Leave lots of truly memorable comments
Interview them in either a post or a podcast, making sure to ask lots of intelligent questions
Join their private membership program (like Teaching Sells) and make lots of smart posts in the forums

Give and Ye Shall Receive

We’re not talking about anything new here. Really, it comes down to one of the oldest principles of persuasion: reciprocity.

Contrary to what many people think, A-list bloggers aren’t islands, separate and self-sufficient. They deal with problems and annoyances, just as much as anyone else. If you can help alleviate them, they’ll thank and remember you for it.

The key is finding ways that you can be genuinely useful to them. Make yourself relevant and then use that opportunity to start building a relationship.

Give it a few months, and then start pointing them to your best and most relevant content. They’ll probably link to you anytime you do anything interesting, bringing you lots of readers. They’ll also introduce you to other popular bloggers, giving you a chance to do more favors and expand your network.

It’s hard work, but it’s worth it. If you put as much effort into building relationships as you do writing great content, you’ll have a popular blog in no time.

And better yet, you’ll have made friends with some of the most interesting people on the web. That’s a reward in and of itself.”

Power Marketing By Building A Blogging Team (steven-sanders.com)

How To Seed Your Social Network

: Image by luc legay via Flickr

David Spark (@dspark), a veteran tech journalist , founder of Spark Media Solutions, who blogs at The Spark Minute, has done a lot of research to see how people succeed at growing their social networks. He discovers the patterns and dishes the inside how to’s at 12 Inspiring Stories of Successful Social Networkers. They are all interesting and helpful examples, but I particularly liked:

Seed Your Network

“For six months and with only 150 inactive members, the LinkToCharlotte LinkedIn group was languishing. LinkToCharlotte’s goal has always been to connect local businesses and people in the Charlotte, NC area. Founder Andrew Kaplan decided it was time to juice the membership of his group. In June 2008, he reached out to local influencers who could attract others to his local network.

Already having ties with professional sports teams, tourism, and political advisors, Kaplan sent out personal invites to their respective marketing departments to join the group. Quickly seeing the benefits of being part of Kaplan’s local industry network, they in turn sent invites from their lists to join his network as well. Today, LinkToCharlotte’s LinkedIn () group has grown to 2,000, plus it has expanded to include groups on the NING platform, Facebook (), and Twitter ().”

Take a look at how the LinkToCharlotte LinkedIn group , NING platform, Facebook (), and Twitter () all play off each other. It’s a road map to creating and leveraging your social media assets.

Let me hear what you think if you’ve created or are creating something like this.

Social Media Changes Forever The Web Business Model

: Image by Laughing Squid via Flickr

Remember when the Net roared on the scene and created new business models not even imaginable before? “Opportunities where Amazon is 34x bigger than Barnes & Noble, where NetFlix destroyed Blockbuster, and where Skype is worth $2.6B while telecom companies drop like flies?”

Jason Cohen, founder of Smart Bear Software reflects on what’s happening on the net today where, as he sees it…. and it sounds pretty reasonable to me…the same pattern is emerging, just in a different guise.

In, Why you have to engage in social media, even if you don’t want toJason talks about how social media has already changed the rules of the game. Here’s his take:

“The days of “have a website and advertise” are over. It’s too expensive to be noticed on an Internet that’s already full.

Social media is the only way LinksFor.Us could get traction. If Darren Rowse or Brian Clark talks about it, it’s visible. If it hits the front page of Digg, it’s visible. Once it’s visible, once you have things like incoming links and lots of regular traffic, then you have a shot at using traditional SEO techniques for staying visible. But social media is the only way to overcome static friction (short of spending crazy money).

Social media is already changing the rules of the marketplace, just like the web did a decade ago. It’s still early of course and no one — not even the experts — knows where all this is going. But it’s clear that times are changing again, and those that don’t jump in will go the way of print media.

Want examples?

In a test run by BazaarVoice, Rubbermaid discovered that adding customer reviews to their website increased sales and decreased returns of their products. Skeptics said sales of low-rated products would crater. What actually happened is that sales of low-rated products increased. When shoppers were questioned, they explained that when they read why someone else maligned the product, often they disagreed or didn’t care about that particular problem. If the price was right, it was worth buying anyway.
Fog Creek software makes millions of dollars from FogBugz, a bug-tracking system. There’s hundreds of bug-tracking systems — free, cheap, expensive, open-source, commercial — yet Fog Creek is highly visible and successful with no advertising. How? Because the founder, Joel Spolsky, has built an incredibly popular blog about writing software. He was before his time; before RSS he wrote essays and notified you by email when a new one was posted. It’s widely agreed that without the blog-before-it-was-called-a-blog, Fog Creek would likely have remained an unknown consulting company with a few struggling products.
Nike allowed people to build and order custom shoes on their website. Skeptics said deep customization is too expensive, design-sharing is too complicated, and people need to try shoes on. Wrong! Once the site took off, Nike created physical stores where you could do the same thing. Joaquin Hidalgo, Nike VP of Global Brand Marketing says those stores now “represent 25% of our revenue.”
Speaking of shoes, Zappos also sells shoes on the Internet. CEO Tony Hsieh is so convinced that their legendary Twitter presence results in sales, he even wrote a popular beginner’s guide to Twitter. He insists that Twitter and other forms of open communication are required for excellent customer service; employees are trained in Twitter. Zappos raked in $1B last year even with the recession; they’re doing something right.
Oddly-named marketing site Marketing.fm gets double the traffic of marketing.com. One has a blog with useful content and one doesn’t. Guess which is which.
Zeus Jones describes 16 more terrific examples. (Thanks to David S. Finch for digging it up.)”

Conclusion: better jump in now while you still can and keep leveraging up with social media. Or, as Jason puts it, “Will there be another new thing someday? Sure.

But today and for the foreseeable future, this is the world. You have to jump in even if you don’t yet understand it.”

It’s Not All About Twitter & Facebook: Other Fast Growing Social Sites

: Image via CrunchBase

It may seem like Facebook and Twitter are all we hear. But that’s just a piece of the huge social networking puzzle. Bebo seems to be one to watch: keep track of friends on other social sites in one place. I’m giving that a try and also putting together a social network using Ning as a platform… really incredibly simple and powerful. Here’s Adam Ostrow‘s take on the social scene in The Fastest Growing Social Sites:

Each month (and often more frequently than that) we take a look at trends in social networking, by the numbers. Recently, we’ve focused on Twitter’s astronomical growth – now up better than 2,500 percent in one year – and Facebook’s climb to become top social network over MySpace ().

However, this month there are a few other trends within the numbers – provided by Nielsen Online – that highlight a few other storylines within the social media space, as well as continue to put meat behind the trends we’ve been covering over the past few months.

Here are some notable developments from March:

Ning, which recently announced that more than one million social networks have been creating using its service, is currently the 2nd fastest growing social networking property. It’s traffic is up 283 percent year-over-year, and it now reaches a total of 5.6 million people in the US.

Bebo, which we recently reported saw a one month surge of nearly 50 percent on the heels of a redesign and AIM integration, has grown 148 percent in the past year, and now reaches more than 6.1 million people in the US.

This is significant because Bebo is known mostly for being big overseas, but insignificant in the US. The next few months will tell us if this was a one-time pop thanks to AIM integration or a continued trend thanks to some innovative things Bebo is doing with Socialthing.

LinkedIn () continues to be one of the quickest growing social sites and has more than doubled its size in the past year. It now reaches better than 15.8 million people in the US, ranking it 3rd in total size behind Facebook () and MySpace. It’s no doubt being buoyed by the weak economy and high unemployment as people turn to the site and their connections to find work.

As for “the big three,” the story remains much the same:

Twitter () is now growing at a mind-boggling 2,565 percent. In total, it reached more than 13 million people in the US during the month – and that’s just on its website (i.e. – not counting clients like TweetDeck () or Seesmic Desktop ()). Next month will likely see this total continue to swell, thanks to huge mainstream media events like Ashton Kutcher versus CNN and Oprah jumping onto Twitter.

Facebook continues to extend its lead over MySpace. In March, it saw 69.1 million visitors, versus 55.9 million for the News Corp-owned social networking site. In fact, MySpace was the only social networking site measured in the Nielsen survey that saw its traffic decline year-over-year.

So, while not much changed at the top of the social media landscape in March, there are certainly a few new storylines emerging that will be worth watching going forward. The full report – sorted by growth rate – is embedded below:

Image courtesy of iStockphoto, alexsl

How To Follow A Social Media Road Map

As Chris Brogan said recently, having a social media strategy is no easy task. It takes a lot of hard work. But if one follows a proven path, some of the difficulty falls away, and the process becomes easier. One still needs discipline and consistency, but the path to success is clear. Social Media and SEO: 5 Essential Steps to Success provides, among other elements, a social media road map:

“However you look at it, SEO and social media work well together as long as there is a framework for doing so. One way to build SEO and social media programs efficiently is to follow a social media roadmap:

1. Find the audience; understand their behaviors, preferences, methods of publishing, and sharing. Most companies that are involved with the social web in the channels where their customers spend time have a good sense of where to start. Many companies are ahead of the game by tracking their audience via social media monitoring software that identifies keywords, conversations and influencers such as those pictured in the Radian6 screen shot below.

2. Define your objectives. Objectives are often driven by marketing or sales, and SEO has long been directly accountable to substantial improvements in web sales. Social media is not direct marketing though, so different objectives and measurements apply. The role of SEO in a social media effort is to directly influence discovery of social communities or content via search. Do a search for Zappos on Google, for example, and you’ll easily find more than shoes: Twitter, Blog and a YouTube () channel are all on the first page of search results.

Indirectly, social content can boost links to website content, improving search traffic and online sales.

3. Establish a game plan. The game plan for reaching objectives in a combined SEO and social media effort will often focus on content and interaction, since it is content that people discover and share. Whether a keyword-focused strategy for reaching goals means publishing new content or creating an opportunity for consumer-generated content, it must involve proactive promotion and easy sharing amongst members of the community.

4. Create a tactical mix. The tactical mix for a social media marketing effort is based on doing the homework of finding where the desired audience spends its time interacting with and sharing content. Whatever the tactical mix is, it’s an investment in time and relationships – not a short term “link dump” to promote optimized link bait. Much of the content creation and promotion for a social media marketing effort happens within the tactical mix and, of course, that means optimizing content for keywords.

Whether content is created by marketers as part of a social destination like a niche community or a promotion vehicle such as an interactive ad, keyword glossaries become useful for writing headlines, deciding on anchor text for links and outreach activities like blogger relations.

5. Measure your goals. Goals measurement should roll up to the specific objectives, both direct and indirect. Leveraging both social media monitoring services as well as web analytics can provide marketers with the insight to improve results. Radian6 and Webtrends have recently announced a partnership that will bring web analytics and social media analytics together all in one interface. In the meantime, marketers can use specific measurement tools to monitor the effect of their social web participation as well as the search engine performance of SEO efforts.”

It’s all about results. If you don’t measure you won’t know what your results are. If you try this, let us hear how you do and what you’ve learned you’d like to share. In social media, we’re all in this together

Energize Your Website Or Blog With A Google Gadget

: Image via CrunchBase

Given the enormous commitment of time and energy it takes to maintain an interesting and robust website or blog, I’ll take all the sophisticated, tech-savvy help I can get. I keep a keen eye out for those “widgets” or “gadgets” as Google calls them, those tiny pieces of automated code that you can install on your page to work tirelessly behind the scenes.

Google Gadgets For Your Webpage offers you everything from mundane functions, like clocks and weather, but also gadgets which can make your site a lot more interactive, like Desktop Chat, Google Talk, Twitter or Facebook, right from your own page.

Yesterday, I started experimenting with Google’s customized RSS feed, which can bring your favorite “stream of news and updates” from your favorite sites to your own webpage. It’s very simple. You just grab the code or tweak the colors, size etc., then grab the code. I started first by installing several customized RSS feeds, in different colors, or “color coded”, putting up social media, tech news and updates, and “5 minutes for Mom” on my site, AdvancingWomen.com. I am so pleased with that, I put on Twitter and Facebook. Next I will be adding Google Talk to a number of pages. Well, I’m pretty blown away with what Google offers so easily. I can tell you I’d been wrestling with some other RSS feeds for awhile, and having trouble to get them to look and act quite the way I wanted. So the simplicity and dynamism of Google’s Gadgets was a big hit with me. Give it a try. And let us know what you think and what gadgets worked particularly well for you.

Do You Have The Essential Traits To Be A Successful Community Manager?

Despite these tough economic times, some website and blogs are succeeding and growing. How do they do it? By a laser like focus, not on themselves, their service or product, but on community. Successful blogs recognize what information or tools their community wants and their goal is to keep up a continuous stream of helpful, information in a simple, step by step manner. Good community managers are able to weave in their company‘s story while supporting their community’s needs. It’s a challenge. Stuart Foster , marketing consultant in the Boston area and author of a blog at Thelostjacket.com addresses this in 5 Essential Traits for Community Managers:

“Community manager is the new it position in social media. To establish hardcore communities of evangelists around your brand, you need to have one. However, what makes up a successful community manager? Every community manager must have their own style and idea about how to run things for their company, right?

Some basic tenets and rules apply regardless of the company. I spoke to some of the best in the business to get their thoughts on what makes a great community manager. I’ve narrowed it down to 5 essential traits.

1. Loving your job

This is absolutely essential and cannot be faked with any amount of money, time and effort. You have to absolutely love doing your job.

Muhammad Saleem, community manager for Tip’d, recommends that you “Be incredibly patient and approachable and never lose your cool, ever. Always start with the assumption that you’re wrong and the community member (or whoever else you’re in an exchange with) is right, and work from there onwards. Always have lines of communication open with your community as well as those outside your community (even competitors) and be available to chat/discuss/troubleshoot/resolve. Remember that the community always comes first, no matter what decision you’re trying to make. All decisions should be made with the community in mind. Ask yourself, how does this improve the community experience?”

Muhammad is able to put the community’s needs ahead of his own and maintain a calm and cool visage.

2. Ability to promote others as well as yourself

It’s great to push content and provide awesome information about your company to your community, but you need to provide more.

Daniel Honigman of Tribune Interactive made this commitment from an MSM news organization: “Linking to the Sun-Times and other sources right off the bat showed our readers and followers that we were doing things differently, that we’re willing to be good netizens. For a mainstream media organization to aggregate outside content in a non-bastardized way, that’s a huge step.”

This goes a long way in promoting more than just your corporate interests and fostering a trusting community in support of your company. It’s just common netiquette.

3. Ability to empower & support your community

This is essential. You can’t use your newfound powers and access for evil (you can’t go against the will of the people – some circumstances excluded).

“When instilling an attitude that isn’t one of control or management. One that people can relate to and feel comfortable with past the right culture built within the comm, you’ve got to create VALUE and make people WANT to be a part of the community and make them feel that they’re a part of something big and have that rapport spill over throughout all community members,” said Sonny Gill, a social media marketer.

This requires a time commitment. Amber Naslund of Radian6 elaborates, “Flexibility: this isn’t a 9-5 job, nor is it always a neat and tidy job description. That means being what your company and community need you to be, when they need you. Sometimes it’s communicating, sometimes it’s listening, sometimes it’s strategy and sometimes it’s execution.”

4. Transparent, fun, and engaging personality

The ability to be yourself in print, on Twitter (

), and via other types of communication is extremely important. Amber says it essentially comes down to people skills. “It’s about being yourself, yes, but it’s also about fostering relationships between other people. You also need some good relationship/biz development skills (NOT hard sales) because you’re often the first face of a company, either online or in person. You need to really thrive on connecting with people. The passion really matters.”

Amber came at this from a background that may not have looked exactly like that of a typical community manager, but the same traits were there. Amber’s “background is a blend of nonprofit fundraising, business development, client services, and marketing (B2B). I took a bit of a non-traditional path, but the undercurrent to all of those positions was relationship building in order to drive business. The social tools are just the mechanisms; the most important part is being passionate about stripping out all the broken ideas about impersonal communications and getting back to the idea of humans as the basis for good business. Social communications feel like the ‘home’ to me that I’ve always wanted in my job – the part of customer service and communication that always felt good and not so contrived.”

It doesn’t really matter where you come from, as long as the same morals, attitudes and desires remain the same.

5. Extensive knowledge about the company

Be able to answer any question, concern, or thought directed your way. Get your CEO into the mix.

Daniel Honigman ran into this problem when trying to gain access to the Tribune’s management: “I was extraordinarily lucky when I started out at the Chicago Tribune by having access to folks at all levels of the newsroom. However, you still need to make inroads with different departments and levels – groups that may traditionally be siloed – in order to get your job done quickly. You’ll find that as a result, internal communication will improve dramatically. And you can serve customer needs a hell of a lot quicker.”

Often you will need to break down cultures ingrained within your corporation’s DNA and this can’t happen without a buy-in from management.

Amber Naslund added, “Sometimes, you just have to shut up and realize you’re not the one with the answers. You need to have first-hand knowledge of what’s happening in your company to communicate that to customers and you need to shepherd information and insights back from your customers to your company. Sometimes the best person to provide an answer isn’t you, but you can help connect and put the right people in touch to make sure their experience with your company is always a good one. You’re more often the means than the end.”

Community management is a delicate balance; you need to be able to serve both your company’s needs and those of your company’s community. A lot of trust, respect and responsibility comes with being the voice for your brand. It’s a lot of power, but if you use it wisely it could be a boon for your company and your community.

So, what do you think are essential traits for a community manager?”