Fostering Social Media Communities
Post on 29-Aug-2014
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Fostering Online Communities
On yourBlog
Facebook PageTwitter Feed
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Background
• R+L Carriers• State Government agency• Carmine Media• County Site Administrator
Carmine Media | Social Media Consultation| Web Marketing | BloggingCarmine Media | Social Media Consultation| Web Marketing | Blogging
Facebook• More than 700 million active users • Average user creates 90 pieces of
content each month • Average user is connected to 80
community pages, groups and events
• More than 150 million active users accessing through mobile device.
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Twitter• More than 100 million users• 300,000 signing up per day• 55 million tweets per day• 600 million searches per day• Busiest from 9-5 M-F
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Blogging
Carmine Media | Social Media Consultation| Web Marketing | Blogging
• Multiple blogging platforms• Easy and free setup• Customizable• Comment and spam control• Connect to Twitter and Facebook• Custom URL
Interactivity
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Engage your Blog Readers• Publish regularly• Pay close attention to article titles• Share links with other blogs• Write posts with a call to action• Promote your blog!• Guest blog on other sites
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Engage your Tweeps• Create content worth RTing• Respond quickly to mentions• Ask questions• Link to Facebook and blog posts• Post photos and videos – photo of the day
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Engage your Facebook Community
• Create content worth sharing• Use photos and videos of events• Use FB questions for polls• Use events• Respond to comments• Tag other agencies or fans• Add a like box to your website
Chaos!!!!
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Embrace the Chaos• Complaints• Praise• Customer Service
Hunt, T. The Whuffie Factor
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Dealing with Mistakes
Three Common Mistakes• Wrong Pipe• Poor Judgment• TMI
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Wrong Pipe
Appropriate responseReaction should be rational and reasonable.
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Poor Judgment
• Kenneth Cole
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TMI
• Tweet by Ketchum executive visiting FedEx – a client
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Comment Policies
• Include a social media page on your website
• Add a policy to your Facebook page• Examples:
– EPA – U.S. Army– Missouri Department of Conservation– Florida State Parks
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Dealing with Negative Comments
• Be aware of them!• Are the comment true?• Be honest!• Thank them for commenting• Delete only if necessary and stated in
policy• Follow all public record retention rules
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Removing Posts
• Blog and Facebook– Set comments to approve before posting– Ask user to repost– Committee review– Err on the side of caution– Hide them
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Archiving for Public Records
• Check your public record request guidelines for record retention laws
• Screenshots• Email notifications• Spreadsheets/Word documents• Tweetbackup.com
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Who should Moderate your Site?
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Who Should Be Responsible
• Media Staff• General Inquiry• Everyone!• Choose wisely
Carmine Media | Social Media Consultation| Web Marketing | Blogging
References• EPA: http://www.epa.gov/epahome/commentpolicy.html• U.S. Army: http://www.facebook.com/USarmy?sk=info • Florida State Parks http://
www.facebook.com/FLStateParks • Missouri Department of Conservation: http://
www.facebook.com/MDCOnline?sk=app_4949752878 • U.S. General Services Administration Guide to official
use of Social Media (26 pg document): http://www.gsa.gov/graphics/staffoffices/socialmedianavigator.pdf
• Government Best Practices guide: https://facebook-inc.box.net/shared/idnp0hs026
Carmine Media | Social Media Consultation| Web Marketing | Blogging
Questions? Connect with me!Twitter: @suereynolds
Web: Carminemedia.com
Facebook: /carminemedia
LinkedIn: suesreynolds
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