This week on #mycleverchat we focused on the topic ‘Community Management & Issues’. Below is a list of the highlights from our chat on Wednesday (05/12/12), thanks to everyone who participated – this week we received 51 tweets, generated 136,989 impressions, reaching an audience of 15,522 followers! Don’t forget to join us every week on Wednesdays between 1 – 2pm to get involved. As these are only the highlights from the chat, feel free to check out the hashtag #mycleverchat, and even get involved to voice your opinion. If you have any other thoughts from the chat don’t forget to tweet us!
Q1: What do you set out to achieve when managing communities?
It’s 1pm, let’s get started, Q1: What do you set out to achieve when managing communities? #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency positive sentiment along with fulfilling a clients objectives #mycleverchat
— Tim Grimes (@digitim) December 5, 2012
@mycleveragency always set out to create a better, faster, happier experience for the consumer #mycleverchat
— Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
@mycleveragency All depends on the community but mainly a maintained level of engagement & positive sentiment
— Liam Foy (@foymania) December 5, 2012
@sophielovestea welcome Sophie, couldn’t agree more ourselves, customer comes first? #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
Q2: How do you deal with difficult people & arguments in your community?
Moving on, Q2: How do you deal with difficult people & arguments in your community? #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency Attack the issue head on, dont ignore issues, come back with a resolution + amazing offer (if possible) #mycleverchat
— Shareable Media (@ShareMediaCo) December 5, 2012
@mycleveragency approach them in an appropriate manner, if you don’t need to get involved don’t, but protect your brand. #mycleverchat
— Tim Grimes (@digitim) December 5, 2012
@sharemediaco @mycleveragency Agree! My top tip would be to never ignore someone. Quick response. Quick resolution
#mycleverchat
— Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
@mycleveragency Sometimes they can be managed by the community and you watch over them or you have intervene & deal with issue #mycleverchat
— Liam Foy (@foymania) December 5, 2012
@foymania @mycleveragency Love it when that happens haha. Sit back at watch your community take care of you! #mycleverchat
— Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
@sharemediaco great point, should you ever ignore an issue? #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
@sophielovestea @foymania @mycleveragency that’s the dream
#mycleverchat
— Tim Grimes (@digitim) December 5, 2012
@mycleveragency Hard to reply to everyone, but a short reply doesn’t take too long, does it? #mycleverchat
— Shareable Media (@ShareMediaCo) December 5, 2012
Q3: Can you think of any examples where organic communities have built around brands?
Q3: Can you think of any examples where organic communities have built around brands? #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency Marmite is a great example… they’ve managed to gain a hardcore following! Love that stuff. #mycleverchat
— Tim Grimes (@digitim) December 5, 2012
@mycleveragency although not specific to one singular brand the #bbloggers springs to mind #mycleverchat
— Emma Lyskava (@em_lysk) December 5, 2012
@mycleveragency @lurpakbutter or @lactofree – both have a lovely, organic community of cooking/food enthusiasts #mycleverchat
— Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
@em_lysk great example Em, also the #fbloggers, there’s a huge community on both these hashtags #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency yep, plenty of blogger hashtags to be had!
— Emma Lyskava (@em_lysk) December 5, 2012
Q4: How do you increase activity from your community?
Q4: How do you increase activity from your community? #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency Engage with them & be consistent with updates…But you need to understand the community too. #mycleverchat
— Shareable Media (@ShareMediaCo) December 5, 2012
@sharemediaco @mycleveragency great point, tone of voice very important as well #mycleverchat
— Tim Grimes (@digitim) December 5, 2012
@mycleveragency – constant engagement, whilst keeping them interested by varying the topic of discussions / updates #mycleverchat
— Will Scott (@willpscott) December 5, 2012
@mycleveragency Create ranking competitions rewarding the top people engaging and sharing media #mycleverchat
— Christopher Murphy (@CMSocialMediaUK) December 5, 2012
Q5: Should you respond & monitor every conversation that takes place in & around your community?
Q5: Should you respond & monitor every conversation that takes place in & around your community? #mycleverchat — mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency you don’t always have to get involved, sometimes allow the community to harness the power. #mycleverchat — Tim Grimes (@digitim) December 5, 2012
@mycleveragency Depending on volumes, I use tools to help me identify the best/ most important convs to get involved in #mycleverchat — Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
@mycleveragency Most definitely it is always important to respond as soon as possible to encourage engagement #mycleverchat — Christopher Murphy (@CMSocialMediaUK) December 5, 2012
@sophielovestea which tools do you use Sophie? #mycleverchat — mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency Monitor everything, reply when you can and need to. #mycleverchat — Shareable Media (@ShareMediaCo) December 5, 2012
@mycleveragency Favourites are @spredfast @vitrue and @sproutsocial but also use @synthesio for listening #mycleverchat — Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
@sophielovestea I love #sproutsocial great tool! Using it now
@sharemediaco One of my favourites that I’ve discovered this year – great customer service team over there too
@sproutsocial — Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
Q6: Does managing an online community affect your brands offline presence?
Q6: Does managing an online community affect your brands offline presence? #mycleverchat
— mycleveragency (@mycleveragency) December 5, 2012
@mycleveragency Yes,though having a defined #DigitalStrategy inline with your current #MarketingStrategy can protect branding #mycleverchat
— Christopher Murphy (@CMSocialMediaUK) December 5, 2012
@mycleveragency Definitely! I think it’s changed people’s entire perceptions of brands like @innocentdrinks and @skittles
— Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
@mycleveragency Only if your online strategy is totally different or contradicts your offline strategy. #mycleverchat
— Shareable Media (@ShareMediaCo) December 5, 2012
@mycleveragency yes, online can impact offline hugely… especially the most effective marketing technique, word of mouth! #mycleverchat
— Tim Grimes (@digitim) December 5, 2012
@mycleveragency Also think it can be vital for large ‘lifestyle’ products like cars. Online can influence offline purchasing! #mycleverchat
— Sophie Bastow-Dormon (@sophielovestea) December 5, 2012
