How to Successfully Tackle the Many Roles of the Social Media Manager

Presented by Dave Kerpen

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http://bit.ly/TackleSocial

Have A Question?

• Tweet questions to @LikeableMedia or using the hashtag #likeable

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What’s Inside

• Why Invest In Your Community?

• Roles of a Social Media Manager

• How To Do It All

• Case Studies

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Meet Likeable?

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Meet Likeable?

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Why Invest In Your Community?

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Why Invest In Your Community?

• Raise awareness, increase retention, and drive leads

• Control, moderate, and get involved

• Identify the positive and turn around the negative

• Gain knowledge and insight through social media

• Allow your brand to exercise the two meanings of likeable

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The Difference It Can Make

Likeable Social MediaUnlikeable Social Media

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One Becomes Two

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Worst Mistakes Become Public

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Employees Can Air Dirty Laundry

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Roles of a Social Media Manager

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Roles of a Social Media Manager

1. Customer Service Representative

2. Entertainer

3. Teacher

4. Host

5. Salesperson

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Customer Service Representative

• Customers take their problems to social media instead of 1-800-numbers

• Social media posts are public

• Response time is expected faster on social media

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Customer Service Representative

• How to be a Customer Service Rep:

1. Create a response guideline for FAQs

2. Define your voice for multiple managers

3. Do not delete!

4. Respond to everything

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Entertainer

• Customers “like” you because they want engaging content

• If you want to be heard through the noise, you have to entertain

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Entertainer

• How to be an Entertainer:

1. Make sure your content includes variety

2. Don’t spam, provide value

3. Content must be relevant

4. Be consistent

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Teacher

• Provide valuable information… for free!

• Be a thought leader in your industry

• Publish whitepapers, webinars, etc.

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Teacher

• How to be a Teacher:

1. Curate relevant content

2. Dedicate resources to providing value for free

3. Spark conversation

4. Answer all questions

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Host

• Your social media page is your cocktail party, and you’re the host

• Like any good host, you moderate the conversation

• Know what’s being said about your business and frame the conversation

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Host

• How to be a Host:

1. Actively monitor your social entities

2. Ask questions and engage conversation with your community

3. Search for conversation beyond your social channels

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Salesperson

• You are not selling in the traditional sense

• Using social media to generate leads

• Ability to increase brand awareness and increase customer retention

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Salesperson

• How to be a Salesperson

1. DON’T sell

2. Use webinar, e-books, and whitepapers to generate leads

3. Offer customer specials and deals

4. Become the expert in your industry

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How Do You Juggle It All?

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How To Do It All

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How To Do It All

• Time-saving tools :

• Are accessible to multiple team members

• Measure, report, and give insight

• Monitor, track, and listen

• Save time

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Time-Saving Tools

• Google Alerts

• Have the conversation come to you

• Searches the entire web

• Get daily/weekly/instant updates

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Time-Saving Tools

• Buffer App

• Schedule posts at the times when your community is most engaged

• Facebook, Twitter, LinkedIn

• Analyze content

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Time-Saving Tools

• HootSuite

• Dashboard for managing all your communities

• Publish and schedule posts

• Monitor conversation across multiple social channels

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Time-Saving Tools

• Google Reader

• Keep up with industry news

• Variety of news all in one place

• Search for you, competitors, industry topics, etc.

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Time-Saving Tools

• SocialBro

• Twitter analytics

• Learn about your followers

• Find the most engaging hours

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Time-Saving Tools

• Facebook Insights

• Learn about your community’s demographics

• Analyze individual posts

• Track where your “likes” come from

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Time-Saving Tools

• PinPuff

• Measure brand’s influence on Pinterest

• Calculates reach and virality

• Pinfluence score

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Time-Saving Tools

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Case Studies*

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*Case studies are clients of Likeable

Case Study – Customer Service Rep

• Entenmann’s

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Case Study – Customer Service Rep

• Neutrogena

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Case Study – Entertainer

• Corkcicle

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Case Study – Entertainer

• Hpnotiq

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Case Study – Teacher

• Pendaflex

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Case Study – Teacher

• Extra Space

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Case Study – Host

• Penguin Books

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Case Study – Host

• Verizon FiOS

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Case Study – Salesperson

• The Company Store

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Case Study – Salesperson

• Quality Dairy

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Case Study – Salesperson

• Things Remembered

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Case Study – Salesperson

• Logitech

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Need Help?

• Likeable creates custom social media trainings for your organization

• For more information on social media training email Mallorie at mallorie@likeable.com

• Email TODAY and get a free ROI E-Book!

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Next Free Webinar

• Avoiding a Social Media Nightmare: Building a Solid Content Strategy

• Hosted by Cara Friedman

• July 26th, 3:00PM EDT

http://buff.ly/N7ccJ9

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Don’t Forget To Vote For…

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• Nominate your favorite brands at http://bit.ly/votetop40

• Hosted by Dave Kerpen

• July 31st, 2PM ET

http://bit.ly/LikeableTop40

Contact Us/Thanks/Grand Prize!

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mallorie@likeable.com

Likeable.com

Fb.com/LikeableMedia

Twitter.com/LikeableMedia

212-660-2458 Email TODAY and get a free ROI E-Book!