Monthly Archives: November 2013

Advice for Future Community Managers

On November 19th, our community management class was able to listen in on another panel of community manager experts. This week’s panel consisted of Lea Marino from Cycle For SurvivalTopher Ziobro of Google Local NYC, Jennifer Lopez from Moz, and Sahana Ullagaddi of Klout. Each individual was able to offer different pieces of advice to our class, especially ones who were looking to work as a community manager after graduation. While each panelist was able to add on or agree with what other panelists were saying, each person was able to contribute their own piece of advice based on their own experiences.

Jen Lopez encouraged the ability to plan ahead. Being able to hear information and quickly turn it into something meaningful is an incredible skill. Asking yourself questions like “Is this a big deal?” allows community managers to make things happen. Good community managers know what to do with information they’re given – quickly. If community managers don’t know the answer, they should know who does. Being able to think quickly and think on your feet is invaluable.

Lea Marino stressed the importance of empathy. Although it’s not necessarily something that  can be taught, it’s important to know how to express empathy through digital channels. It’s not enough to through in an emoticon; it’s important to be able to understand what is being said behind those words and smiles. Connecting with people on a deeper level is important. It enhances your communication skills, which are so important to this field.

Sahanna Ullagaddi discussed the importance of wanting to learn. Many people don’t know what they want when they start working in the community management field, so being able to absorb lots of different types of information is important. Being able to hear information and then follow up can make you a great community manager. While learning, it’s also important to share what you think. Having your own voice can make you your own person, and an even better manager.

Topher shares his advice with the class via Google + Hangout

Topher shares his advice with the class via Google + Hangout

Topher Ziobro talked about the importance of energy. Your energy will allow you to take on challenges and express your excitement for something. Social channels need to be energetic throughout the day, and so do you. Projects may run late into the night, and you might have to too! It’s important to keep up that energy and remember that social media doesn’t necessarily end at 5pm everyday.

All of the different pieces of advice that the panelists contributed allowed each member of our class to think about what skills are necessary to be a community manger. Each community manager was able to contribute something different to the table, and all of their advice was incredibly valuable!

Do you have anything to add? Do you disagree with anything? Let us know in the comments below! 

Advice about Community Management from Community Managers

#CMGRclass is slowly coming to a close and what better way to spend the third and final panel than to speak with community managers? This week we heard from Cycle for Survival’s Lea Marino, Google Local New York City’s Topher Ziobro, Moz’s Jennifer Lopez and Klout’s Sahana Ullagaddi.

A quick background on the companies and communities discussed:

  • Cycle for Survival is a company that has indoor cycling bikes where you can raise money for cancer projects that need funding, like raising funds for cures for rare cancer types, through peer-to-peer fundraising. (I never learned how to ride a bike so I’ve never been able to raise money that way, but this sounds perfect for me and I’m hoping they come to Upstate New York.)
  • Google Local NY is a Google+ community that encourages people to explore places around the city.
  • Klout is a company that helps you understand and measure your online influence. (I highly recommend using it, it is a lot of fun.)
  • Moz is an SEO marketing company with analytics software to manage all your inbound efforts.


Courtesy of David Armano.

Courtesy of David Armano.


So how did our panelists get where they are today?

Marino is a 2008 Public Relations graduate from NewHouse (go ‘Cuse!). She moved to NYC right before the hiring freezes and the economy collapsed but she has since discovered a career path that she is happy with. She wears many hats and works with email marketing, and social media. She also shared a good piece of advice when it comes to internships: you might not always like the internship you’re doing but doing it will help you figure out what you do and do not like so you’re better prepared to search for jobs.

Ziobro started out as a member of the Google+ community he now manages and so he has unique insight into what community memebers want and what a community manager should do. As he says, he gets to “do community in the trusest sense of the word.”

Ullagaddi studied Economics, with a specialisation in International Development, with an original career track to be a Management Consultant. She found herself drawn to careers that would allow her to work and interact with people, “I’m passionate about people, I love people and I wanted a way to interact with people,” so she moved from NYC to San Francisco in order to intern at her mentor’s start-up company.

Lopez has a degree in Journalism and focused on Public Relations. She loves doing web related work, developing and writing code and she also loves speaking in front of people. She came across the world of SEO and became a consultant for Moz. She says that her background in Public Relations has been incredibly helpful, especially when it came to crisis management. She describes Moz as, “everything I love combined into one place.”

Below is a list I put together from a question Kelly Lux, one of our professors and moderators, asked of our panel. Lux wanted to know what traits or skills our panelists thought were the most helpful for a community manager to posses or what they would look for if they were to hire someone:

  • Someone who was able to figure out what to do next, someone who can make stuff happen and someone who can think on their feet. (Lopez)
  • Empathy. It’s not something you can be taught but when it comes to social media or emailing someone you want someone who can has the ability to connect with people; to make sure what you’re saying can be easily read and interpretted. “You read emails how you percieve them to be written, rather than how they were meant to be sent.” (Marino)
  • A hunger to learn. You won’t know anything when you first start out and being excited to learn something new and the ability to recieve feedback, ability to speak up and share your opinions will go far. (Ullagaddi)
  • Be perceptive. Empathy is really important in order to have people open up to you, you need to make them feel comfortable. (Ullagaddi)
  • Energy. How you display it and how you manage it. It shows how interested in something you are and there will be times when you’re going to have to put in a long night. Build reserves so you can tackle a task at anytime of day. (Ziobro)
  • Time management. It’s important to plan things out so you don’t drain yourself. (Ziobro)


If you are a community manager reading this list, what would you add? Or, do is there something you would take off? Why?

Also: if you’re a student interested in being a community manager but aren’t sure if it’s right for you, consider taking #CMGRclass in the spring 2014 semester.

Community Management: The Intersection of People and Tech

Screen Shot 2013-11-22 at 3.16.19 PMPut a bunch of community managers in a room together and you’ll most likely hear conversation about a few different topics. But two things that come up more than most other subjects are technology and people. This is essentially what happened when #CMGRClass brought together four successful community management professionals in a Google Hangout on Tuesday. Through the different backgrounds of each person, I found one similarity, both have had interest in tech and people since their college days, which is what can get you into the field.

Community managers from Moz, Cycle for Survival, Klout and Google joined the class to talk about how they got to where they are today. For a student like me, this information is a great way for me to apply myself in hopes of one day becoming a community manager.


Moz started as an SEO consulting company and produces software and dabbles in analytics. Jen, a community manager on staff, works to educate its community about SEO, regardless of whether or not they pay for Moz services. Jen studied journalism in college and focused on public relations early on. She started in the technology field out of college as a web developer but she still had a passion for writing and talking to people. She came about Moz and started out as a technical consultant but found herself leading a lot of the training sessions, talking to clients and writing. What made Jen unique and perfect for the job of community manager was that she knew her community well. In fact, she was just like the people who were in her community. That was her most interesting point. Community managers are most successful when they themselves would like to be a part of their own community because they’re serving people just like themselves.


Cycle for Survival 

Cycle for survival is an indoor team cycling event that raises money for research of “rare cancer” diagnosis. 100% of every dollar raised goes to research. It’s a peer to peer fundraising model and Lea says her job as community manager is to just give the community what it needs to run a successful event. Lea graduated from Syracuse University with a public relations degree but really wasn’t happy with the work she was doing with her internships. She was working at a digital marketing company when she recommended that their business should get on Twitter. That’s when social media really became her focus. She was great with the people element as a PR major and was combining it with her love for tech to deliver the information people needed.


Klout is a digital influence tool that we’ve talked about a lot in the class so far. It measures how influential a user is using an algorithm that brings in statistics from social networks of the users choice, whether it be Facebook, Twitter, Instagram or others. Sahana, the community manager, focuses on content marketing, social media management, public relations, product marketing, email marketing day-to-day during her job. But she also has been helping community members become more influential through education. She studied economics in college, and joined a management consulting firm but didn’t like it. She was really drawn to tech and is very passionate about people. She wanted to interact with them in an authentic way everyday. She started with social media at a startup and went from there.


I don’t really have to explain what Google is. Topher, a community manager in New York for Google Local NYC, uses online interactions and in-person events to encourage people to explore and share. He started in sports marketing but wanted to pursue art. He moved to the city and organized meet ups with others interested, the offline form of a community. He worked at an art college in the admissions office and established social media accounts to draw in more people. He increased international applications though his use of tech and his interactions with people.

See any similarities? All four love tech and are great with people and are well on their ways to successful community management careers.

Tips from various Community Managers

This week’s panel for CMGRclass was one word: great. It is amazing to see people that technically have the same title, but are different in some ways. It’s also great to see all the different backgrounds that they come from!

Jen, the director of community at Moz, Lea, the community manager for Cycle for Survival, Sahana, who focuses on the community and marketing aspect at Klout, and Topher, part of the community team for Google all brought different aspects to the table that were very beneficial.

I spent most of my time during the hangout jotting down notes that I thought were relevant and good points. Come to find out, it seemed like I typed almost everything they said, because that’s how important I felt it was. How many pages did I type in Word regarding this panel? 5 single spaced pages. May be a bit much, but this is something I know I can always refer to.

My two takeaways

While clearly there are a million things I could write about, there were two takeaways in particular from the panel that I thought were great. First, the different traits that are most helpful to them that should be focused on and second, their mentors.


It was really neat to see the traits that each community manager felt was important. A quick recap of each panel member’s thoughts were as follows:

Jen-Being able to figure out what to do next is huge. Having the ability to take something and make a decision on what happens next is very important as well as having the ability to make decisions quickly.

Jenn speaking with #CMGRclass

Jenn speaking with #CMGRclass

Lea- Empathy is very important such as having the ability to empathize what is actually being said behind the words. Also, curiosity is crucial. Constantly looking to be better and being curious to learn is a great trait to have.

Sahana- Her five traits she believes are important are: the hunger to learn, being able to take something and actually doing something with it, being able to speak up and share your opinions and feedback, being perceptive, and being able to prioritize and knowing what’s most important and what’s not.

Topher- Energy is very important. How you display your energy and show your interests are crucial traits. Having the energy to tackle any task at any time is a trait that is valued for a community manager.


Topher speaking with #CMGRclass

Topher speaking with #CMGRclass

It was very interesting to see the different mentors these four community managers have had along the way. A recap of the four panelists responses are as follows:

Topher – He has had a combination of mentors, ranging from a girl named Julia who is the editor for the creative’s project, to all the great community managers at different meet-ups.

Sahana- An assortment of individuals have helped her along the way. She owes everything to her mentors because they taught her so much. She has a couple people she has kept in touch with via e-mail as well as different chats, such as #CMGRchat.

Lea- The people who send e-mails of emotional love are her mentors. Getting out and hearing from people at meet-ups have been a sense of mentoring for her. Receiving the e-mails that inspire you have been a guidance for her.

Jen- It’s extremely hard for her to pinpoint one or two people. She has found that just by being in her community, she has gained many mentors. Not one person knows everything, so different people mentor you in different ways. She has mentors when she reaches out to her community and gets answers.

Lea speaking with #CMGRclass

Lea speaking with #CMGRclass


Ultimately, this was a very unique panel with many different backgrounds experience and educational wise. There were many great things that were taken away from this panel and many tips that we can all use in the future were given. I think my favorite part of the panel was the different traits, because it seemed everyone had different answers but they were all great. I truly think being curious and willing to learn is the top one for me. Things are always changing and you have to go with the flow. You have to expect the unexpected and be ready to act upon things quickly when they arise. Without the sense of curiosity, you might not be ready to make those decisions. I think if I could take away one thing from this panel (even though there are endless), I would have to say it is crucial to manage your time well and be open to learning new things plus giving yourself an emotional break every once in a while!

Sahana speaking with #CMGRclass

Sahana speaking with #CMGRclass



What were your favorite thoughts on the panel?

Did one trait seem more important that others?

Do you have a particular mentor?


Community Manager Panel

Our latest panel featured many great professional Community Managers. The panel featured Community Managers from Cycle to Survive,  Google Local NYC, Moz, and Klout.

Each Community Manager stated that they wear many different hats. This is something that has been talked about throughout the course. Most of the Community Managers deal with social media, clients, PR and educating. The panelists talked a lot about their experiences and how they got to where they are today. The panelists had many different paths and at first networked to get where they are today.

This panel had a focus on how to become a community manager and how they handle a busy work life. Time management is a skill that all Community Managers should possess. Each panelist stated that they wear multiple hats so they need to schedule tasks so that they are able to give their all on tasks.With time management you need to prepare for the future in case something were to happen, as your 

employees need to know how to help with your tasks in an emergency. Schedule out resources and projects as you can’t work 24/7.

Each of the panelists were asked about the skills that a community manager should possess. This was a great topic for discussion as most of these skills are what makes people unique. Some of the most talked about skills were empathy, decision making, recieving

feedback, and having a willingness to learn. An individual should be empathetic by understanding the feelings of your audience.

 A Community Manager must be good at decision making and be quick on their feet. While having many job duties is a good thing, an individual should not question a decision as it slows down process. One of the panelists mentioned that you need to take risks but be smart about it. By taking risks he was able to better his community. A Community Manager should have a willingness to learn. You will never know everything; and nothing is ever the same. Learning on the job and making mistakes is extremely common.

This panel was really beneficial because I got to hear first hand about the characteristics of a good Community Manager. This is something that I would read about online, but actually hearing people in the industry speak about their experiences was what is inspiring me to develop the skills necessary to hopefully one day become a successful Community Manager. 

How To Connect With Your Digital Audience

It is no longer enough to connect with people in a physical realm. Although the value of making connections in person cannot be undermined, building relationships people often happens online. It is through social media that brands and business can connect people based on a common passion or interest. Community managers for these brands have emerged to combat new problems: captivate an audience and keep them coming back for more. These new digital challenges certainly comes with obstacles. Blogger Britt Michaelian has written a piece about ways in which strong social brands connect with their audience, and how to best keep users engaged.

Give Them What They Want

One of the things that Michaelian highlights in her piece is to remember that “strong social brands are givers.” The society that we have grown accustomed to floods us with information. Thus, social media brands must continue to give to their community. Learning how to give back socially can make a brand stand out from its competition.

Michaelian participates in a panel at UCLA about social media

Michaelian participates in a panel at UCLA about social media

How Do You Do That?

Michaelian shares her tips for how to be a socially giving brand. Some of these tips include:

  • Engaging in meaningful conversations with followers on a consistent basis – Don’t tweet just to tweet. Make sure that posts are meaningful.
  • Share, RT, comment and like content on the profiles of their supporters – It’s important to encourage a positive vibe within a community. Share that support.
  • Keep their social exchanges positive and uplifting – No one likes to hear bad news. Make sure you’re a voice that people want to hear.
  • Realize that without their audience, their message would not be heard, so they express and show gratitude often – Community managers can’t be community managers without a community. Be thankful for the people who interact with your brand.

Be Realistic

The tips that Michaelian provides in her article are all uplifting and positive. While it is important to constantly have a positive attitude online, it is also important to be realistic. Online, it’s crucial to remain transparent and be as human as possible. This allows people to feel more comfortable and connected with a brand. It’s important to remember that the news brands have to share will not always be positive. Community managers should be able to show a range of emotions in order to better connect with the news that they are trying to share. Although Michaelian shares tips such as admitting when you’ve made a mistake, many of the tips she leaves discuss remaining happy and positive. Your community will appreciate if they feel like they are talking to a real person at the other end of the computer screen rather than someone who is always happy go lucky. Remember to be real!

How else do you connect with your audience online? Share in the comments below! 

What NOT to do in your community

This week we learned about listening and planning when it came to your community. A great article by Deb Ng titled, “How to Annoy Your Community and Ruin Your Brand’s Reputation in the Process” showed ways in which your presence in your community can ultimately become annoying. We all want to find ways to increase likes, or increase the presence in our community. However, there is a difference between times when you go too far, or what the article says as what is personal and what isn’t.

Photo courtesy of Gail Williams via Flikr Creative Commons

Photo courtesy of Gail Williams via Flikr Creative Commons


What NOT to do

So many people think that personally reaching out to people and asking them to like your page is appropriate. To me, it sounds desperate. People will come and I don’t think it is professional to do that. It’s better to have earned likes and followers rather than buy them. A quote from the article states,

“Here’s when it’s ok to auto spam all the people who follow you on Twitter to ask them to Like your Facebook page: NEVER.” 

Even if you are trying to be nice and tell them that you will “like” them back, that is not okay. All that it is doing is being annoying and can ultimately hurt your brand.

Suggestions on things TO do

Some suggestions which are not too invasive can be to share content people like, ask people to join your page publicly but acknowledge WHY they should, participate in the community, and respect the community. During my semester long social media strategy project last year, my client started with 50 likes. By the end of the semester and the suggestions that offered, he was over 100. While that might not be too much, it doubled which in my eyes is pretty good. He didn’t reach out personally to people for them to “like” the page. Rather, he posted great content relating to auto enthusiasts and also sparked interesting conversations and offered contests. This is the type of content that people like and will follow.

The other big thing is my client Nick listened to the people. He effectively altered his business to what the customers wanted. He listened to their opinions and stories on what they think he should offer and have in his shop. That brought about more followers and “likes” without him having to do what you shouldn’t do: spam your community. In my opinion, if someone did that to me, I would be a little stand-offish and wouldn’t like it. I think the big thing is we have to think about what we would feel in that situation, and if we wouldn’t like it done to us, then don’t do it.


Finally, it’s up to you to figure out how to effectively market your brand and build the community the way you want it. But, you can’t be desperate. I think my biggest takeaway from this week is that in order for you not to annoy the community and ruin your brand, you have to let them come to you, and it’s ultimately up to you how you rope them in. With interesting content, respecting the community, and participating, the community can be successful.

Some questions to consider:

Are there any other suggestions to consider?

Can you think of a time where it’s okay to spam your followers?


3 Ways to Avoid Annoying, Offending or Alienating Your Online Community

This week’s topic for class was “Listening and Planning” and it got me thinking; we’ve talked about ways to grow your community and ways to interact with them but what are some basic do nots when it comes to maintaining an online community?

1) To delete or not to delete, that is the question.

Image Courtesy of Search Engine People Blog.

Deleting tweets is something politicians and celebrities have gotten in the habit of doing recently. While I completely understand wanting to delete an ill-advised or offensive tweet, others would highly suggest you didn’t.

Over the summer Andy Beal, author of “When should you delete that tweet?” put together three handy lists one can use to see if the deletion of a tweet is a good idea:

Probably Not:

  • Typos show your human, it’s okay to leave them
  • If different team members tweet the same thing, it shows you care

Probably Should:

  • Duplicate tweets, don’t clog up the newsfeed
  • Tweeted something to the wrong account, tweeted something on work that should have gone to personal (this one is a constant fear of mine because I have my phone set up so I can shift between the two easily)

Absolutely Should:

  • Account was hacked, explain and move on
  • An employee tweeted something without permission, delete and if it gained a lot of attention address it and move on

One of the best pieces of advice I’ve seen however comes from Thompson Reuters as part of their Twitter Guidelines for their journalists, “If a tweet is wrong don’t delete but correct it with a new tweet that begins CORRECTED:

2) Favoring your community over others.

Patrick’s article, “Do Your Community’s User Guidelines Only Protect People You Like?” does a good job of explaining what that entails by asking the question, “do they [your community guidelines] apply to people your community doesn’t like, just like they apply to your members?”

Patrick explains that most communities have guidelines that deal with respect, no personal attacks or disrespectful comments, but sometimes those guidelines start and end with the community members. He gives the example, “I can’t call a member of your community stupid. But, I can call a celebrity or politician stupid.”

Patrick stresses that as a community manager when you say that no disrespectful comments will be tolerated you follow up on that. He follows this statement up by acknowledging that this,

“Puts me in the position of protecting people who I don’t like or even who I regard as terrible, awful human beings…But my belief is that we should be able to discuss any topic (that is appropriate for our community) in a productive, reasonable way. You can dislike what someone does, you can criticize their actions, you can disagree with them – without calling them names, without inflammatory language, without personal attacks. That is the level of discourse I aim for.”

3) Like us, Like us, Like us!

This is what you sound like.

Deb Neg, author of “How to Annoy Your Community and Ruin Your Brand’s Reputation in the Process,” prefers to go the “least annoying, least invasive, [and] most respectful” route possible when spreading knowledge about a company. For example, she refuses to direct message someone via Facebook or Twitter. (“Here’s when it’s ok to auto spam all the people who follow you on Twitter to ask them to Like your Facebook page: NEVER.”)

She points to an article from Assist Social Media by Elizabeth Maness, “One Cool Trick to Get Facebook Likes that We Love,” as a collection of things NOT to do to earn likes. One example being DM (direct messaging) a person on Twitter and sharing your brand’s Facebook URL and asking the person to like it for you by offering to like the person’s page back.

Instead, Ng suggests alternative ways to “earn” Facebook likes:

  • Share content people are interested in. Make your page interesting, informative and entertaining. Have them coming back for more.
  • It’s fine to publically ask them to find you on Facebook if they’re interested in getting more updates.
  • Show your community members where they can find you (“follow us on Twitter, Facebook and Instagram for more updates!”)

These are just some of the no-no’s I’ve come across when it comes to managing an online community. Can you think of any others? In the comments below either share a story of something you came across in dealing with a company or a trend you’ve noticed happening.

Can annoying your community ruin your brand?

This weeks reading had to do with how you should reach out to users individually to build relationships with them. Facebook and Twitter are great tools for managing communities and reaching out to your users. effective outreach is the key to getting people involved. I know I personally get a numerous amount of Direct Messages on Twitter, and even private Facebook Messages. I find these to be highly annoying which is why I never respond or click on what any of the messages say. This photo to the right is one of the Direct Messages that I received today, I know I’m not going to like their Facebook page just because of this annoyance.Screenshot 2013-11-04 18.09.28


Being personal really means reaching out to a client in a way that is not spamming them. Many clients feel good when you send them messages with their name, letting them know that they are more than a like or follower, and that you are there for them. This is what being personal is; not sending out constant links and typical form letters like some companies think.

Many communities have issues with being social. Some think that being social means posting links to new products, and sending those dreaded spam emails or letters. That is not even close to the definition of social, which is reaching out and getting to know your clients and community.

Screenshot 2013-11-04 18.38.52


One company that does a great job at being social and personal is Verizon Wireless. Any time I have an issue with my phone I will go on Twitter and tweet my issue to them. Usually they will reply back extremely quickly with a friendly message and a request that y

ou Direct Message them your name and phone number so they can call and help you out. Sometimes they will also ask you what the issue is and try to solve it through Twitter as a way of trying to help out multiple customers. They are being personal by trying to be personal with a quick reply; and are asking you to Direct Message them. Even though, Verizon Wireless asks for me to Direct Message them I look at it as a positive thing and don’t hate the brand for them doing that.

Verizon Wireless is also great at being social by reaching out to their clients. I remember one time I had tweeted that “I got a new Droid #DroidUser #VZW”. They saw that I used their hash tag and reach

ed out to me on twitter saying enjoy the new phone and if I had any questions to just ask away. This is good service where Verizon Wireless is not annoying their customers or destroying their online brand.

Best Practices For Handling Social Media During A Crisis

In our increasingly digital world, it’s undeniable that social media has grown as a primary method of sharing information, especially during a time of crisis. Whether it’s citizen journalists sharing pictures taken through their mobile devices or major new sources live tweeting during disastrous moments, social media is a common tool that all people use. The use of social media to share information during such times has been debated heavily. In fact, I’ve personally written an article or two about the topic. The ways in which social media is used during a crisis must be handled in a particular manner, and certain policies should be put in place to make sure that communication is handled professionally and accurately.

Quick Tips

Taken from Whaling's presentation, the chart shows the increased relevancy of social media to communicate information

Taken from Whaling’s presentation, the chart shows the increased relevancy of social media to communicate information

As Heather Whaling (founder of Gebben Communication) simply says it in a presentation about crisis communication, “social media is the new phone. You can’t ignore it.” Whaling is right. Social media is constantly buzzing, and the thoughts shared by people must be addressed. In order to handle this effectively during a crisis, Whaling offers some quick tips

  • “If you’re not quick, you’re not relevant.” – Social media doesn’t stop. It’s important to be timely with the information you share and respond in real time. Otherwise, you could be deemed insufficient by your community.
  • Avoid wasting time in a crisis by creating a clear process in advance – Every company should have a process that they follow during a crisis. By having this type of methodology set prior to a disaster occurring, people can follow protocol in order to effectively handle the situation.
  • Monitor thoughts shared online – Having a set of search queries to follow allow you to follow certain topics that people are discussing. By searching keywords or hashtags, responses to different conversations can be followed.
  • Respond where the relevant conversations occur – It can be impossible to respond to every single tweet or comment that someone has about a disaster. Make sure to respond when it’s appropriate and when it will have the most lasting effect. It’s important to make efficient use of your time.

Other Advice

One of the most important things that the tips above do not cover is to make sure that you’re sharing the right information. The accessibility of social media and the ease at which it is to use can be as dangerous and it is advantageous. The ability to share facts quickly makes social media a phenomenal tool. However, the ability for false rumors to quickly spread makes it as dangerous as it is advantageous. Before sharing any information online, make sure that is has been confirmed. Sharing rumors won’t allow you to build yourself as a credible source.  


While companies and brands will have different policies regarding social media during a crisis, it is important to follow certain guidelines when handling social media accounts. Having a plan ready, allowing yourself to focus in on certain conversations, and making the most of your time are all essential to effectively using social media during a crisis.

Do you have any other advice for how to use social media in a crisis? Share in the comments below!