The stages of taking your business to the social web
- Decide to get on board and setup a Facebook and Twitter Account
- Lost in the frustration of trying to customize it to match the look of your website
- Frustration with wondering why no one is having a conversation on your profile and it looks like a ghost town
- Annoyed to only receive spam messages
- Once you’ve become a social success, now you’re overwhelmed with how to respond to all the chatter
Overwhelming, confusing, frustrating and…. It still doesn’t seem to “working”
Welcome to world of social media for businesses.
It actually doesn’t have to be so grueling. Really!
Social Media Mangers and Community Managers are often a blend of marketing, customer service, PR and advertising. It’s a fairly new position that many businesses are finding they need, although most businesses haven’t budgeted for this new hire yet.
If your business is still playing with social media and wondering why it’s not working, it’s most likely means you don’t have a Social Media Manger or Community Manager in place yet.
The Social Media Managers job description varies from company to company below is a list of duties commonly found in most Social Media Manager or Community Manager Job Descriptions:
- Manage and maintain all Social Media Accounts
- Delete spam and clean out the in boxes, address actual questions or comments that come in.
- Find relevant news to post to your followers/fans. If you are in the Health and Nutrition Industry you would post new articles and news related to Health and Nutrition
- Post pre-approved status updates
- Monitor all company social profiles and help expand the brand exposure
- Keep aware of what’s being said about the company online (reputation monitoring)
- Responding to any negative reviews, as well as positive reviews (reputation management)
- Increase fans/followers
- Increase company’s visibility to potential customers
- Welcome new followers and create a sense of community in all social profiles
- Ask relevant questions, post surveys, polls, contests
- Respond to blog comments
- Post new blog post on company’s blog
- Track the analytics/data including new fans/followers, participation and conversion
- Track the responses from customers to learn more about your customer (what they like about your company, what they don’t like, etc…)
- Suggest social media campaign ideas and upon approval implement them
- Work closely with customer service, HR, sales and marketing staff to be sure everyone is on the same page with the company’s philosophy on the customer experience
Due to the relative newness of this position at many companies, the background of a Social Media Manager may have a range including Marketing, Communications, Advertising, Customer Service, Human Resources, and Public Relations.
The goal is to utilize social networking sites to create a community of customers, prospects and fans while finding new customers, increasing the loyalty of current customers and generating sales.
The Social Media Manager is responsible for effectively creating a company’s presence online, establishing the company’s voice and keeping it in line with the company’s brand and their customers.
Social Media is the new word-of-mouth marketing
Many small businesses have found themselves struggling to effectively utilize social media. Having the right Social Media Manger, or Community Manager, in place will help a business be more successful with their social media efforts