CommuniKate: Social Media Musings – KateDickman.com CommuniKATE: Social Media & Other Musings

10Jun/092

What IS a Community Manager?

It's a common question I'm seeing all over the place as an increasing number of businesses both large and small are building their own online communities and looking for someone to fill the role of Community Manager.

Speaking from experience, I can honestly say that it can be one of the most vital roles a company can have.  As Community Manager of Panasonic's LivinginHD.com, I've seen firsthand what it takes to be not only an active participant of a growing online community, but a voice and a face for an entire brand.

Ten years ago social media was virtually non-existent. Now more than ever, people are able to have a personal relationship with a brand. They are able to interact directly with companies and give their input -- both good and bad.  Companies are doing the only thing they should be doing right now - listening. With a recession on our hands, even the wealthiest people have been cutting down on spending, thus making businesses eager to rein in sales. With that, the consumer runs the show and businesses know that while the power is less in their own hands, the ability of their buyers to speak more directly with them is a blessing.  Not only can they improve products from feedback, but can also make customers happy. A happy customer is a customer that will buy.  By monitoring the conversation both on and off the community, one can fully comprehend what is currently being said about the brand.

As a proven and trusted influencer within the community, a CM is responsible for getting the word out about new products, events and overall development.  It is their responsibility to keep the consumers updated and to serve as a brand evangelist.  As a community manager, being a counselor of sorts is vital- someone who will listen to member's concerns and be kind even when receiving strange or unpleasant messages.  These relationships are developed over time, as this role also serves as a cheerleader and encourages its members to be dedicated participants.  The relationships are also fostered by happily answering all product-based and community-centered inquiries. With trust, consumers naturally become loyal to the brand.   While so many companies are still trying to get personal with their clientele, those with dedicated go-to folks, such as Comcast's Frank Eliason, stand out among the crowd.

Not everyone can be a Community Manager.  Oftentimes, companies put one of their employees unversed in social media and customer service into the role.  As a result, it  hurts the brand.  The CM should be familiar with all web communication tools, from forums, to podcasts, to Twitter, to blogs and then understand the language and jargon that is used in the community.  One must keep their cool when being challenged and have a fantastic support team around them to get the job done.  Being a voice for the brand's community can be harder than imagined, as situations you wouldn't expect arise. Conferring continuously is a must.

For years both websites and online communities have had  webmasters to run to in the face of problems/issues. With a community as large as Panasonic's, however, members in the past have been hard-pressed to find a rapid response and oftentimes found themselves speaking to an automated email message or both.

Community management is a more instantaneous customer service... with a personal touch.  It truly is a fantastic, interactive position  where not only are members benefiting, but also the person facilitating the process.   A community manager must draw heavily from four skill sets: emotional intelligence, diplomacy, advocacy, and above all, passion for the brand to breed success.

29Mar/093

Social Media & Time

While I actively promote social media as a means of social interaction, marketing and more, I also understand that you need one thing to be truly active in this space: time. As they say, time is money and keeping up with all the sites you've signed up for can be tedious and demanding. Not only do I have several sites to keep up with, but even this blog is hard for me to update as often as I'd like. Oftentimes I figure that since blog posts will be out there for the world to see, must like newspapers in print - we must make them worthy of being read, so bare with me here. I'm not sure this is "blog worthy" but it's something I'm noticing as of late. Despite my being in this industry, I'm having a hard time doing what I pretty much preach about to others. Hmm, not good.

There are hundreds of social sites out there and while I'm signed up for many, I will admit that the one issue I have is the time to spend keeping up with all of them. While I actively use Facebook on a daily basis, where do I find the time to stay in tune with Twitter, Friend Feed, Seesmic, LinkedIn, CafeMom, Brightkite, Plurk, Digg, StumbleUpon, Flickr, Ping.fm, and more? Each site has their own unique capabilities and can be extremely beneficial but it's mind boggling to be a part of so many of them! To have a profile that is barely active is (to me) worse than having no profile at all. Why be on a site if you cannot put some time into it? I hate to think that there is a number of profiles I've started up laying around abandoned on the web due to my lack of time but after seeing several topics on this subject, none have really led to a solution for me.

The average person is not in social media (as their career) but with the ever growing pressure to be on such networks for social and business purposes, which ones do they choose and how do they find the time between family and work to be active participants? With new ones popping up each day, do we ignore them and give them no love due to "oversaturation" of the social media market despite the possible innovative functionality they may possess? More importantly, for those IN the industry, where do they find the time around client work to keep up their online personalities while not sacrificing the time that should be spent doing other things?

I remember the days when Friendster existed... then Myspace... then Facebook. Now it's a social media frenzy and if you're just sitting on the sidelines and not participating, you're as good as dead it seems. What's a girl to do? It seems in order to be "in the know" and to be a part of "social media", you have to be on every big well-known site but is this true? Is it better to enjoy the little things in life off the web and spend less time online thus damaging your credibility as a "social media expert"? Or being online and "connected" every second of nearly every day while losing your credibility as a mom or a normal human being. When venturing out and seeing something interesting but not photo-worthy to most, I will often capture a picture and upload it to Brightkite. Those around me cannot understand why the iPhone has to be connected constantly and why moments have to be interrupted by taking out the few minutes to upload, write a caption and Tweet about a damn subject or what is going on. Sometimes I snap back into reality and realize that this social media bubble many of us are in and are pressured to be more a part of, is both exceedingly time-consuming and unrealistic. Social media = fantastic. Social media = the wave of the future. I understand this, respect this and love the industry but am not as concerned as others to be visible on every single site for the sake of looking bigger, better and more knowledgeable on the subject. However, in ways I cannot help but sometimes wonder how I can find the time to do more on these sites and keep up with as many (like others do).

Where do you find the time to be human or to do activities in the real world? If we're tweeting every moment of our lives, brightkiting a photo each second and then updating the status on every site, is this real life? What's more important? Online or offline?

Many say social media enhances offline activities - ie business networking/opportunities, like-minded meetups etc. While I believe it does and use it for those purposes myself, I can't help but find it a tad difficult to keep up with it all these days. Those who are constantly connected have to remember that time is precious and irreplaceable. I know I have to remind myself that social media is complementary but certainly should not replace the valuable time you should keep offline. You should too. :) Social media & time, where do you draw the line and where do you find the time?

10Mar/090

Come Join Me At Panasonic's LivinginHD.com

I wrote an article on Examiner.com about the community. Come and join us!  I'm the community leader and am excited to be a part of Panasonic's greatest social media effort.  We will be running contests with cool Panasonic product prizes and more.  Feel free to join here - http://livinginhd.com/go/about/home

26Feb/093

Is Social Media Making Today's Kids Vain?

Social Media & Kids = Vanity?
*This has been going on for years I know... but I was reminded of it all while spending time with my niece*

It's an epidemic! Kids everywhere are falling victim to vanity! Why? Because they now have a place to display it; a place where it's encouraged - heavily. Peer pressure has always been existent but never in this way. With the emergence of social media, comes a new way for kids and young teens to express themselves. Since privacy is extremely important these days, the only other people these kids are exposed to on these networks is their peers - thus creating pressure and encouragement to validate themselves through photos and words on their page. Back before the days of the internet and social networks, one only had to worry about the way they acted in school. Now you have to worry about the way you appear around the clock as these sites are readily available at the click of a button. If you do not represent yourself in a "cool way", you could be the topic of tomorrow's gossip discussion.

I have a 14 year old niece who is constantly signed onto Myspace and Facebook and after seeing her numerous friends' profiles, I sit here in awe at how vain these kids are (or at least pretending to be). It's sad to see these girls try to portray an image that doesn't have to be them at the tender age of 12. One would argue that they should not be on these sites but let's face it - if they want to be on them, they will be on them somehow.

They spend hours in front of the mirror taking photo after photo of themselves with sexy/serious looks in order to obtain the "perfect" one. I cannot sit there and say that I haven't had a moment of vanity myself (as I believe most women have? Maybe? Maybe not?) but the age these kids are starting such behavior is young. My 10 year old niece is also catching on to the trend and I wonder of the pressure to maintain a constant image on these networks in morphing today's children in a negative way. If I could post the photos of 10 friends of my nieces' at random, you would understand (and quite possibly be shocked!) but due to the underage issue, I am not allowed to do that. While social media is providing both children and adults numerous opportunity, we face the growing negativities associated with these new mediums as well. What are the long term effects of these networks when it comes to bullying, vanity and more?

30Jan/090

When Twitter Gets Personal….

Ashton Kutcher on Twitter

We all know the value behind the microblogging site Twitter as many of us use it on a daily basis for networking, sharing valuable business information, joking with friends and for some? Fighting with enemies.

It was interesting to see two Hollywood big-wigs (Ashton Kutcher & Perez Hilton) take their beef to Twitter.

Ashton: when you have kids you will understand the pain you have unnecessarily inflicted on my step kids life. You can bash me all day
Perez: Rumer invited the attention upon herself. She is a huge famewhore - and I totally respect that. I love talentless famewhores!
Ashton: honestly don’t even know you and would love to call a truce just lay off my kids man
Perez: I don’t really talk about the other girls. Just Potato Head, mainly. I’m sure she secretly loves it!
Ashton: come by for dinner some night and I’ll show how much she loves it
Ashton: invented attention upon herself, why does that bother you? hmmmm
Perez: I'm a fat kid at heart and am still a porker. I love to eat! Say when and I'll be there!
Perez: See, I don't ALWAYS say mean things about Potato. Kinda. (link)
Perez: And I can guarantee you that if I COMPLETELY stopped talking about Rumerzilla, she'd be sad. Very very sad.

This isn't from the gossip magazines...this is the real deal. I've never seen Twitter get so personal & public for a celebrity. Hilton is notoriously known for making fun of a slew of Hollywood actors but more particularly; their children which is a low blow. Demi Moore's daughter Rumer has received shallow criticism on Perez's website and it's good to see Ashton defending her but even worse to see how much of a shameless coward Perez is. Either way, Twitter has proved to be yet another outlet for those publicly looking to defend their family or in Perez's case - publicly humiliate another human being. I'd like to think this is the worst way to use Twitter... but a way nonetheless.

10Nov/080

I Am Now Writing for Examiner.com

Hello boys & girls, 

I've been neglecting this blog a bit.  Besides currently being in South Africa, I've now begun cheating on this blog and writing as the Boston Internet Examiner for Examiner.com.  The site has grown tremendously and is a great source of information on all subjects - especially local to you.  

The articles are rather short and to the point but cover on subjects that are a bit more factual as opposed to opinion.  This blog is reserved for my rants and opinions.   

Go and check out the articles!  I began writing them this week... Click Here 

Enjoy!

29Oct/081

Facebook Is Getting More "Social"

This is definitely not new news but something I keep noticing and appreciating; the ability to comment on people's Facebook feed activity.  I have seen endless conversations via a person's status update and really believe this was a great move.  They have integrated the functionality of a traditional forum thread into the platform and now more than ever people are debating politics, helping eachother with issues and creating more of a social environment than the typical Facebook wall can provide.  These comments show up visibly on the feeds while signing in and encourage the average user to chime in.  Friends of one person can communicate where they wouldn't otherwise have the opportunity to do so thus creating more networking opportunities. I can't say enough about this feature.  Take advantage of it if you haven't already!

13Oct/080

Facebook's Best Application Yet

According to my favorite Facebook blog, the new Facebook Voter Registration App which was launched on September 25th, has gotten 40,000 people to register.  This number is staggering compared to the amount that may have registered had there not been an application designed for this purpose.  When turning 18, most students are not given the opportunity to register so easily and this tool has only made the process far quicker and available to the majority of new voters.  

To see that a mere social networking app has done so much in so little time is truly inspiring and certainly makes the positive side of technology a bit clearer in a day where we continuously hear of how it is negatively influencing society.  This is a great move by Facebook and could truly have an impact on this year's election as young voters are more engaged than ever! 

Additionally, the official campaigns, political parties and PACs are using the Facebook medium as a way to influence hundreds of thousands of more voters.

Here you can find 2008 Facebook Statistics on American Politics.  What an exciting time to witness politics, no matter how crazy the race may be and again, kudos to Facebook for creating this modern way of voter registration!

14Aug/080

Sites I Like That You Probably Have Never Heard Of

I was thinking about these particular sites that I use(d) and how I don't use them as much because many of my friends simply are not open minded about setting up a new profile other than on sites they know about.  Me?  I love any new concept and will sign up for just about any site to at least give it a test drive.  While it can be time consuming to keep up on every site, some of these newer web 2.0 ventures truly are worth a shot.

The first is BrightKite.  Many people within the online marketing industry know what it is but those out of it certainly don't.  BrightKite is a location based version of "checking in."  If you're familiar with the status updates on Facebook, it is similar to that only you "check in" from whatever location you're at - whether it be the Starbucks down the street from you or whether you are vacationing near the Grand Canyon.   You can see others who are also checked in close to you and see what they're up to.  Not only that, but you can post pictures and/or notes from where you're at.  If you're on a boat doing whale watching and get a sweet picture on your camera phone of that lovely whale's tail, you can send it directly from your phone to the site.  Unfortunately I don't really know many people on it, so viewing photos of what a stranger ate for breakfast isn't really my thing, but if anyone wants to sign up - do let me know!  I've got 8 invites left.

The second is Wallop.  This site is a "VIP" only invite site filled with socialites from all around the world - particularly Los Angeles.  It's pretty entertaining and if it was more open, I'd say it would be a hit.  If you ever get the chance to log in, the interface is pretty amazing.  The customizable site options are rather impressive as well and the options seem pretty endless.  Sometimes I feel like it's Web 3.0 if you ever saw it.  It can be a tad bit confusing but overall I really enjoyed using it when I first signed on.  I don't sign on as much due to having invited my friends but none really being willing to sign up or staying on themselves.  I think it would be a great tool if more folks I knew were on it.

Then there is Multiply.  I think more people know of this site than the other two I mentioned but this site is just greatness.  I really can't pinpoint why I like it really, but I guess it's a lot more cleaner than Myspace and offers more in ways.   You're able to post blogs, videos, photos, reviews and more.  Again, my site on here has not been updated in a year or two due to no one catching on to it as well.

It's quite funny that sites like Myspace and Facebook are so popular when you've got sites that have so much more functionality and are far more user-friendly that are available.  It's all about who comes first.  Facebook and Myspace have been here for years and all new start ups that are similar are almost bound to perhaps gain some momentum but not enough to ever trump the two giants.  It's a shame too - these sites really could have some potential!

8Aug/0810

Facebook – Mixing Personal With Business

Lately I've been making a lot of business connections, and the majority of them have a Facebook page and have been kindly adding me.  I've been accepting them with the desire to connect more with them and see what they're up to.  There is, however, one problem.... my Facebook was created during my "pre-professional" days.  What does this mean?

This means that there are photos of me out and about in Manhattan and in my college dorms, maybe doing some funny questionable things, as well as pictures of my family and close friends.  I know they always say, "Don't put anything on the web that will come back to haunt you," but these photos truly aren't that bad (but certainly may make you lose a bit of professional credibility), and with Facebook's privacy controls, you can prevent the outer world from logging on.

The question is, do I create a professional business profile for Facebook?  I barely have time to update my social networks as of now, so the thought of having to maintain two Facebook profiles makes me cringe.  The question:  How do you handle it, exactly?  Do you simply make your profile "business friendly," or would that take away the "you" factor that your friends (old and new) love so much about you.

That puts into mind the question of how to best handle your social networks as these days, more and more professionals are connecting on them.  I would love to hear and add feedback on the subject.  What have you experienced?

*Update - 7/15/10: I still see traffic coming in on here so I figured I'd let you know that I've been maintaining 2 for a while now.  It's true that personal contacts never really comment on industry-related posts and I like to have the other account to read industry-news and keep in touch with business contacts but I go in waves where I'm pretty active on the business account and then other waves where I'm totally dead.  It definitely is difficult to maintain two and I must admit, my personal one gets 10x more attention but it is good to have the business one - particularly since Facebook has made it nearly impossible to personalize your settings now for each respective group of people in your life.