DO's & DON'Ts for Community Managers

Community managers have created a true strategy for word-of-mouth marketing, but there are certainly rules to this type of work. Those that follow them can successfully grow their brand. Those that don't, can wind up in a boatload of customer service trouble -- and much faster than you think thanks to socially savvy consumers. Originally, community management was done by young interns, who did not have the full ability to run a brand online. A study completed by Social Fresh in 2013 stated that the average age of community managers has increased to those in their 30s. Additionally, the pay has increased to an average of $60k which competes with many mid-level jobs within the marketing industry. (See below for a infographic from Social Fresh for more details!)

Having said this, the last few years of experience have evolved community managers into a true voice behind a company. With every post and tweet, they represent the business and should embody its exact personality and tone. When one has this much power and those on the outskirts are watching, it's imperative that a CM's actions 100% reflect the brand's messaging and beliefs to create a seamless extension of the business throughout the online space.

Community managers must be creative, flexible and willing to go above and beyond. Most importantly, CMs must be consistent. And because they're "virtually visible," they automatically gain more responsibility. Everyone (customers, competitors, etc.) online can see their responses 24/7.

Here are some general DOs & DON'Ts for community managers:

DOs:

• Be an expert of your company (or product).
• Monitor, consistently.
• Encourage engagement by genuinely interacting with fans.
• Respond in a timely manner.
• Be a friendly, approachable personality!
• Listen to your fans and build relationships.
• Don't be afraid to take some conversations offline to better help a fan.
• Truly resolve issues with the greater team to build a loyal community.
• Thank your fans and show appreciation!

DON'Ts:

• Be rude, sarcastic or defensive.
• Delete comments, posts, tweets, etc.
• Ignore people who are asking for help or answers!
• Be ambiguous with your responses to fans.
• Respond too quickly to those who may detract from your brand.
• Use your social presence to blatantly 'push' products or services.

Comment below to add any DO's & DON'Ts that I may have missed!

-- Samantha

Why People Overshare Online

We all have the friends on Facebook or Twitter who overshare the details of their lives with the rest of the internet. They're the type of people who consistently update statuses and feel the need to share every detail of their lives -- from what they last ate for lunch to their opinion of their favorite TV show. Although it's certainly their right, what makes it so easy to overshare on social media platforms?

Author and social scientist, Sherry Turkle, believes after one shares feelings or thoughts in a public space, the brain's neurochemical reward system is automatically triggered. This action, in addition to the idea that our private lives are constantly being infiltrated by reality TV and social media, adds to an innate urge to share.

In the most recent paper by Russell W. Belk titled "Extended Self in a Digital World," he argues that people's relationships with social media sites are ultimately allowing us to create a more complicated concept of who we believe we are as individuals. With the addition of various platforms that let us be creative through status updates, highly-edited pictures and funny videos, Belk says that humans are able to create a unique, desired identity in a space that makes us feel 'invisible.' Consequently, when individuals believe no one is listening or watching behind a screen, they gain more confidence to divulge personal details about their lives that wouldn't typically be shared in normal day to day life.

Overall, it's clear that the line between private and public is quickly disappearing with each status, tweet and Instagrammed photo. People want to be interesting, popular and cool. They want to be heard and respected -- and will often give up such self-respect to feel valued by their peers. But how far is too far? And how much worse will it get as our world continues to highlight reality stardom and materialistic values?

Tell us: How much do you share via social media? 

-- Samantha

Breaking Pizza News

Starting today, April 23rd, Pizza Hut is launching an app for Xbox Live that will allow you to order a pizza straight from your Xbox console. This idea is so simple, yet so genius, it is amazing that this service has not already been created. Now, this is not the first alternative ordering method to be introduced, but it is the first time someone can order food straight from their gaming console. Some may be wondering why this is even necessary. It seems very similar to picking up the phone or jumping on Seamless.com to order food. However, if any of you know a true gamer, things like food often come second to getting that high score. From what we've seen so far, we think this new ordering system is an amazing idea considering how huge the gaming community is and how all consumer activities are quickly going digital. We can't wait to see it take off to include many new companies and restaurants.

-Mike