SiliconANGLE » Angela Connor

Tomorrow is Community Manager Appreciation Day

Angela Connor — Mon, 23 Jan 2012 19:49:14 +0000

This day of appreciation may not be on your radar, but it is certainly on mine. The brainchild of Jeremiah Owyang, this is a day that is near and dear to my heart and one that allows us to reflect on the hard work that goes into the craft. It is not a science, but an art and anyone who holds this role has my unwavering empathy and support.

I can’t remember a time when I felt more alone, under appreciated, but yet completely enthusiastic and exhilarated, than when I was the community manager of GOLO, at WRAL.com.

If you read this blog on a regular basis, you are quite familiar with the ups and downs I experienced launching and growing that online community from zero to more than 13,000 members and the heart ache that came along with it. If you read my book, “18 Rules of Community Engagement,” you probably know even more.

Community Management is tough and it takes real comittment to see it through. It is not a job for the faint of heart or those who lack motivation and drive.

I can go on and on about what it takes to be a successful community manager, and I’ve done so in the past in posts like these:

But that’s not what tomorrow is about. It’s about you. If you’re a community manager, pat yourself on the back. If you participate in online communities, say thank you to the folks who put out the fires and keep it interesting. It isn’t as easy as it looks.

And if you have the time, check out the hashtag #CMAD. I’m sure it will be blowing up the twitterverse as very well it should.

Happy Community Manager Appreciation Day to those on the frontline and deep in the trenches.I support you more than you will ever know.

Make it great.

[Cross-posted at Online Community Strategist]

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In the same vein:

Five Reasons to Shut Down Your Community, Today

Angela Connor — Fri, 13 Jan 2012 20:47:35 +0000

It’s time.

Give it up.

Your heart was in the right place, but you didn’t do anything to support your effort.You thought that building the community was enough. You never hired anyone to manage it. You mistakenly believed that your brand was so amazing and beloved, that people would flock to your community to have all of these grand conversations.

It didn’t happen, and you still don’t know why, despite the fact that it was barely promoted, if at all. You didn’t engage.

You never posted interesting content.

The content you did post was never updated. Okay, you updated it twice. Sorry about that.

You deleted comments that made your company look bad, instead of seizing the opportunities to connect.

Just quit. You’re giving community a bad name. Besides, you’re too swamped anyway. But you knew that going in.

I started off with the intention of giving you five reasons to shut down your community, but ended up with more.

You get the point. Make a change or shut it down. I’m over it. And so is everyone else.

Stop faking it.

Now please, have a great day.

[Cross-posted at Online Community Strategist]

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In the same vein:

How not to Land a Social Media Job in 2012

Angela Connor — Tue, 03 Jan 2012 18:01:04 +0000

When I started this post, I planned to provide a few tips for landing a job in social media in 2012, but I found myself heading in a different direction.

After all, sometimes the best advice on what to do, comes from focusing on what *not* to do. So here are my thoughts on what you should avoid during an interview, if you’re hoping to land a job ( a legitimate, good job that is) in social media.

If you do not want to get called back for a second interview, do any of the following, and I bet you won’t:

Talk incessantly about growing Facebook and Twitter fans, particularly how you ran a contest to see how many “likes” you could amass in a 24-hour period. All that tells me is you’re a two-bit hustler, and tactic-driven. Not interested.
When asked what blogs, trades and books you’ve read or read to stay on top of trends, go on and on about how much you love Mashable. Sorry folks, as much as we all enjoy Mashable, it cannot be your only source of news, period. I’m sure the great folks over there would agree.
Act like you’ve run Facebook ad campaigns, when you haven’t. Trust me, once the conversation moves to targeting and click-through rates, you won’t be able to muddle through.
Go on and on about blogger outreach and influencer relations, when you have not established relationships with influencers or connected with bloggers.
Talk about tools you’ve never used, as if you have. Not everyone has had the opportunity to work with Radian6 or Sysomos and that’s okay. It’s not cool to fake it. Be honest. A lot of this is still very new.
Discuss your internet fame for as long as possible. Chances are, the person conducting the interview is already familiar with it. You are not there for an ego boost.
Tell the interviewer that you’ve been trying to get a job in social media for two years because you love to tweet.

I hope these seven tips help you in some small way. There’s definitely more where they came from, but I bet you may have a few of your own. If so, share them in the comments.

And good luck.

BTW, I’m looking for a Social Media Account Executive. Interested, read more about it here.

Happy New Year!

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In the same vein:

Irrelevance isn’t Always a Bad Thing

Angela Connor — Tue, 22 Nov 2011 17:07:59 +0000

Have you ever written community guidelines, or worked with someone to get them started? I’ve done both, and there is one word that often comes up: “irrelevance.”

Community managers, particularly those connected to a consumer brand do not want irrelevant conversations in their community space. If it’s not about the company, the product or the service, they want no parts of it.

You may not see a problem with that perspective, but I believe that you should.

If you’re really looking to grow and sustain a community, and you really want people to connect, you have to leave some room for them to do that. Is it really that bad if people go off-topic for a while?

If they’re doing it in your community, that means they feel some level of comfort there, which works in your favor.

It can’t always be about you. That may seem counter intuitive, but I am not speaking from theory, but practice.

People don’t connect on one topic alone. And the fact that other topics come into play from time-to-time proves that the wheels of true connections are in motion and good things are happening.

So, create your guidelines but don’t be so rigid that you miss opportunities for continued growth.

[Cross-posted at Online Community Strategist]

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In the same vein:

The Truth About Community Management

Angela Connor — Wed, 16 Nov 2011 18:38:42 +0000

I spoke at Internet Summit 2011 yesterday on the truth about community management. I have heard such great things about the content in person and online, particularly on Twitter and I am so happy that people found it helpful. I always strive to be honest and forthright about my experiences and never sugarcoat what it takes to grow an online community.

I figure since there are so many people out there telling lies and spreading myths about social media, I am not needed to perpetuate the trend.

I did post a link to the presentation on Slideshare, but I’m also posting it here for those who may be interested.

Angela Connor’s presentation at Internet Summit 2011

Enjoy. And let me know if you have any questions. as you probably know, I can talk about this all day.

[Cross-posted at Online Community Strategist]

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In the same vein:

When a Facebook Status Update Goes Horribly Wrong

Angela Connor — Thu, 29 Sep 2011 17:01:27 +0000

How long does it take to anger a slew of fans on your own Facebook page? Let’s ask Nikon.

A status update posted on their Facebook wall yesterday has garnered 1,677 likes; 1,233 shares and 3,008 comments. Numbers to die for in most cases, but not this one. The backlash has also resulted in a new status update posted two hours ago, apologizing for the tone of the first one.

That post is up to 920 likes; 65 shares and 362 comments.

It all started with this update, posted by Nikon or whomever manages their page:

“A photographer is only as good as the equipment he uses, and a good lens is essential to taking good pictures! Do any of our facebook fans use any of the NIKKOR lenses? Which is your favorite and what types of situations do you use it for?”

I must say that this status update has all of the elements of engagement. A statement, and two decent follow up questions to get people chatting it up on the page. But the first sentence didn’t go over very well at all. In fact, it offended many, and that was quite clear in the comments.

Some of the complaints included:

“Camera equipment can make a difference but it does not make the photographer.”
“When you speak on behalf of a company you should be very sensitive regarding how your customers feel about your product.”
“The photographer is only as good as his or her brain.”
“The equipment doesn’t matter. People have been getting great photos out of horribly outdated cameras and lenses for a century.
Obviously Nikon’s Marcom team have not seen great pictures taken with a improvised pinhole camera made out of an old shoebox or old beated up SLR camera.”

There were also a lot of people defending the post, so it wasn’t all bad. Many people seemed to understand that the intention was not to offend.

But if you take another look at those comments, you will also see that people expect better. These are your customers and people with an affinity for your brand. And that is serious business.

You have to make sure that the right person is representing you on Facebook and that they understand the rules of engagement. This isn’t the kind of work that you can just assign to anyone.

I am not indicating that this is or was the case with Nikon. My point here is that you have to be smart and think these things through. This can happen to anyone, but it is completely avoidable.

Remember, this is brand communications and it requires attention and strategy. It may be on Facebook, but so are your fans. And what happens on Facebook, clearly doesn’t stay – on Facebook.

Authors note: If you’d like to see the post and the comments, you can find them here.

[Cross-posted at Online Community Strategist]

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In the same vein:

Who Will Be the First Social Sideline Reporter?

Angela Connor — Wed, 28 Sep 2011 16:45:34 +0000

When I see something smart, I just have to share it. And this move by the Phoenix Suns is just that…smart.

The Phoenix Suns will become the first NBA team to hire what they call a Social Sideline Reporter.

Now, I’m sure that there are other variations of this kind of position out there but to quote Beyonce, the Suns are “putting a ring on it” and making it official.

Here’s an excerpt of the position description from their website:

This unique position will play an exciting new role in the team’s home-game broadcasts on @FoxSportsAZ and @ArizonaSports620, as well as the experience at @USAirwaysCenter. The new game-night personality will provide quick social media updates, giving fans a voice within the broadcasts and in-arena presentation, and will also interact with the Suns’ followers throughout the game on Twitter.

And to make it even cooler, auditions must be posted on your social network of choice, using the hashtag #socialsideline. Again, smart.

I haven’t been this excited since NASA was looking for someone to live tweet the shuttle launch, and the winner found out about it from my tweet promoting it.

You can learn more about the position here.

Kudos to the folks behind this idea. I’m sure the fans will love it. You’ve clearly listened to them and you’re doing something about it.

I’m sure this will be replicated sooner than later.

[Cross-posted at Online Community Strategist]

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In the same vein:

Be Smart About What You Post on LinkedIn

Angela Connor — Wed, 17 Aug 2011 18:27:25 +0000

It’s one thing to gripe on Twitter. People expect it. If it’s a customer service issue and you’re lucky – the right person from Company X will see it, work to resolve your issue, and you can move on. It’s a common occurrence these days as some companies are offering better customer service on Twitter than they are over the phone and in person. But that’s a post for a different day.

[Cross-posted at Online Community Strategist]

Back to the griping.

Because Twitter is so fast-paced chances are, the majority of your followers won’t even see the gripes if they are few and far between. You are in no way classified as a common complainer and can easily go back to your normal way of tweeting. No harm, no foul.

But when you post the same kind of content as an update on LinkedIn, it attaches to your profile page and is visible to anyone who happens to view your profile. Now remember, this is a professional network. What you want to appear in that space is something that reflects positively on you or your business. (I recently posted link to a video highlighting some of the work Capstrat’s social media team has done on Facebook.)

What you don’t want is something that casts you in a bad light or leaves a bad impression on someone who may be interested in working with or for you, hiring you, or gleaning a bit of information from your profile to make some other decision about you.

I came across a LinkedIn profile today that had an update filled with Time-Warner bashing. And you know what? I wasn’t phased by the bashing at all even though there’s a great chance that all of his claims are true. I was more concerned about the person who was willing to sacrifice their own image on a professional social network, just to blast Time Warner. In my opinion, that is a major mistake. This person may be the best of the best in their field, but after reading that rant about Time Warner, which shows just below his name and current position, I wanted to get as far away from him as possible.

Now what if I wanted to hire him or contact him about an opportunity? I am now questioning his professionalism and quite honestly have lost interest.

You’ve heard it before, but with social media, you have to be smart. You can’t post everything that crosses your mind. Be selective about what and where you post. And when it comes to LinkedIn, keep it professional.

Save your gripes for Twitter, where they belong.

Be Smart About What You Post on LinkedIn is a post from: SiliconANGLE
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In the same vein:

Father’s Day, Facebook and T.G.I. Friday’s

Angela Connor — Fri, 10 Jun 2011 19:01:58 +0000

Talk about serving your audience on Facebook.

Couple that with capitalizing on customer interests and an upcoming holiday and it’s hard to deny that T.G.I. Friday’s® has a winner on its hands with the new Buy a Beer App.

As someone who is constantly encouraging clients to push the envelope with Facebook and brainstorming new ideas to get them motivated, I enjoy learning about new endeavors and following their success. It keeps me on my toes, expands my thinking and keeps the ideas flowing.

So, I just couldn’t let the day go by without acknowledging what I believe is a great idea. Here is a blurb from their official press release:

Any Facebook user 21 years and older can buy their Facebook friends up to five beers simply by “liking” the Friday’s fan page and placing an order through the custom tab. Recipients receive an electronic gift card to redeem in restaurant. The purchase price is set at $5, regardless of the recipient’s regional location, and is redeemable for any beer of choice, non-alcoholic beverage or food item at any local T.G.I. Friday’s.

You can absolutely argue that this isn’t rocket science. But who says it has to be? I’m sure that T.G.I. Friday’s will generate a lot of buzz and grow its fan base with this one, which I’m sure is one of their goals.
[Cross-posted at Online Community Strategist]

Father’s Day, Facebook and T.G.I. Friday’s is a post from: SiliconANGLE
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In the same vein:

True Community Must Be Earned

Angela Connor — Tue, 19 Apr 2011 17:42:11 +0000

It’s been a long time since I’ve posted. It’s not that I haven’t been motivated, nor that I didn’t have the time. I never have the time. I’m pretty sure that no one really has time to blog, we all just make it happen. And typically I do. But I haven’t lately. But a recent chain of events has compelled me to do so.

This past weekend, I experienced a tornado.

There is a lot of damage in my neighborhood, from collapsed garages and shredded gazebos to uprooted trees, toppled playground structures and roofs gone AWOL, seeming to have never existed.

My house was not damaged and my family is safe. We were without power for a little more than 48 hours, but that’s nothing compared to the plights of others. A friend and fellow social media enthusiast, lost his home completely.

A university has suspended classes for the remainder of the semester due to structural damage, and 22 people died.

When I saw that my neighbor’s gazebo had been obliterated and he wasn’t home, I immediately grabbed my iphone and took a few pictures for him so he’d have them to file an insurance claim. Shortly after, everyone started coming out to check on everyone else and giving the details of how they ‘took cover.’

The next day, the local grocery store had a truck filled with ice. I approached the truck prepared to pay and saw a sign that read “free ice.” I asked for two bags. They gave me 6. I tweeted that Harris Teeter had free ice for those of us without power. Someone replied asking me “which Harris Teeter.” I posted the location and told her to go get some. She did.

When I got home, my husband gave our other neighbor two of the six bags. She later came over to ask us if we wanted some hamburgers they’d just grilled. At this point, the only hot food was coming from a grill.

As I think about how everyone came together to help one another, it reminded me of the online community I used to manage. They were good about coming together, even though most were only acquainted through the web.

But that community and my real community have many similarities, and there is one thing that holds true in offline and online communities.

You get back what you put in.

Maybe you’ve loaned your neighbor a lawnmower, picked up their mail when they were on vacation, or simply spent a few minutes chatting about nothing every once in a while. Those gestures may seem like nothing at the time, but all of that good will adds up.

The same holds true for any offline community. You get back what you put in.

So many online communities are built with the intention of getting people to “buy” something, or for bragging rights on how many “friends” or “followers” were accumulated as part of a campaign. Yes, this is often important for the bottom line, but you have to put something in if you want it to last or actually become to mean something to people.

Community has become a buzzword and to me, has lost its true meaning. There are so many instances where the term shouldn’t even be used. You don’t want to build community, you want a mob of people to show up in one place and make you look good. And soon as that happens, you could care less about what happens next. Why do you think there are so many abandoned communities out there?

I’ve often asked the question: “If you build it will they come?” I believe the answer is no. But sometimes they do.

Perhaps that question should be: “If you build it and they come, will you stay once your goals are met?”

I think the answer to that one for many, is also no, and I think that’s a shame.

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