Author Archive for Katie Blaine Hudson

Information Management graduate student at the iSchool, employee of Syracuse University in New York City. I love exploring and drinking a really good latte.

Community Manager Interview with Allison Berger, TicketLeap

For my #CMGRclass Community Manager interview, I chatted with Allison Berger who is the community manager at TicketLeap.


TicketLeap is an online ticket sales and event marketing company based in Philadelphia, Pennsylvania. They specialize in seamless ticketing that is adaptable for events of all sizes. TicketLeap differentiates themselves from larger ticket companies by being fully customizable, offering a mobile box office and reserved seating, being built for social, and having extensive analytics.

Allison’s Role as a Community Manager

Allison’s main responsibilities as a Community Manager at TicketLeap include:

  • creating content for social media platforms
  • composing e-blasts and developing other marketing efforts
  • supporting the TicketLeap community through social outlets such as Facebook and Twitter
Allison’s Day to Day as a Community Manager

For Allison, each day as a community manager at TicketLeap is different which keeps her excited and engaged. Unlike many professionals, one of Allison’s first tasks in the morning is to go on Facebook. She also opens TweetDeck, works on her editorial calendar, creates content, does research, and spends a lot of time reading about community management. CMGR_interview_blogimageReading up on what is going on with community management, the new trends, and the latest tools is a very important part of her job since it is changing so often.

How Allison Connects with the TicketLeap Community

TicketLeap has many social networks they use to connect with their community, such as Pinterest, Tumblr, and Google+. But Allison says Facebook and Twitter are the networks she uses the most. TicketLeap really focuses on social integration as part of their ticketing strategy and Facebook and Twitter are the main networks their community members use. Allison connects with her audience in other ways too. She tries out new tactics and launches new projects to see how her community will react.

The Difference Between a Community Manager and a Social Media Manager

Allison has given a lot of thought about this topic. She is a community manager, but she also has many of the responsibilities someone with a social media manager title would have. The big difference for her, is that a social media manager does strictly content, and a community manager is more out in the world and wears many hats. She thinks that a community manager is a very broad title, whereas a social media manager title is more specific.

Why Allison Wanted to Be a Community Manager

The community manager job position appealed to Allison because she likes to make conversation, help others, and she really loves the internet. Talking, sharing, and writing are part of Allison’s nature, and that is why she thinks she is so drawn to the role of a community manager. Allison says that from an early age she learned the language of how to talk to people on the internet. She has been blogging and Facebooking since grade school, which she says has helped her become a successful community manager. She said communicating over the internet is not something that is complicated. The key factors are:

  • being friendly
  • being easy to talk to
  • making sure you talk/write so that people can relate to you
Tips for Aspiring Community Managers

Allison says the most important thing for aspiring community managers to do is to make connections. She says to get a twitter account and start talking.

Like other successful community managers, Allison has her own blog and a large personal social network that has helped her in her professional career. She wants to make sure that someone who wants to be a community manager is not overwhelmed by the words “make connects” or “network”. It can be simple and easy. She says, “just reach out to people by replying to tweets– you never know where it can take you!”

Listening to your Audience or Community

I enjoyed being moderator for #CMGRclass and I particular liked the topic of Listening to Your Community, the readings I read, and the discussion amongst my classmates.

I opened the week by asking my classmates what are the things the communities they belong to do that bother them as well as asking what types of things would they do as a community manager to personalize the experience for their members. I received good feedback from my classmates.

In summary, #CMGRclass does not like:

  • When a community has conversations do not welcome differences of opinion
  • When community members are disrespectful to each other
  • Template responses that are not personalized
  • Unwanted advertisements
  • Receiving too many automated emails

#CMGRclass does like:

  • When CMs get to know some of their members on an individual basis
  • When CMs guide the conversation, not dominate
  • When companies/organizations use humans instead of automated systems
  • Direct interaction between follower and community manager/organization
  • Listening to feedback from your community

Steve Rhinehart gave a good example of how a coffee company has exceptional customer service and how they do that because they listen to their community. I enjoyed this quote from his post:

“It really goes to show how a bit of effort, a drive to create happy customers, and a bit of social networking can really make a company stand out, even one of the small guys.”

Jessica Murray stated that companies that have an engaged social presence gives her a warm and fuzzy feeling that makes her more likely and even want to do business with them. I agree with her—if social media is done right, companies will develop relationships with their customers that can lead to brand loyalty.

I really liked the Forbes article The 4 Pillars of Community Management, one being listening. By listening to feedback and social media metrics, you can evaluate your community. These were the tips:

  • Speaking directly with users, whether that be via social media, email, on the phone, or in person.
  • Asking users for feedback, either directly or by polling.
  • Measuring the brand’s social media analytics.
  • Monitoring online presence of the community — e.g., is your business what comes up when current or potential users are searching?

Overall, I learned that managing a community can be fun, but time consuming! However, if you as well as your community are engaged in the subject and interacting with each other, the discussion will be great and members can greatly benefit from each other.

Building Community with Content

Wednesday’s #CMGRchat was about using content to build a community. I found this chat particularly helpful and the questions that Jenn and Kelly asked to the participants insightful. Here are some highlights:

Question 1: What’s your primary content type? Trust Building, Educational, User-Generated, Conversational, or Filtered? – Why?

cmgrchat a1For my community, most of my content is about events or news about our community/community members, so most of my content is educational/informative. But the answers to question 1 were diverse.

Many participants say that they prefer user-generated content and that they try to post things that are conversational. However, user-generated content comes with time, your community needs to grow and mature before you can have this type of content. Some community managers also agreed that it is good to have a combination of different content types to keep things fresh and interesting.

Question 2: What are some integral components of a content strategy?

The following is a list of the most talked about integral components of a content strategy:

  • Creating a content calendar
  • Knowing your community
  • Following the values of your brand
  • Keeping in line with the goals of your community
  • Listening to your community and the feedback they give
  • Using the proper platforms to help you post, track, and analyze
  • Consistency in curation and moderation
  • Clear business goals
  • Planning ahead

Question 3: In what ways do current community members contribute to your owned content? (Blogs, Newsletters, web pages, etc.)?

Currently, my community members don’t actually write newsletters, emails, blogs, help with our web pages, or anything like that. However, they contribute by letting us know what they are up to, by sending us links to shows, projects or informing us of other things they are participating in. Since I help manage a community for Syracuse University graduates, it is really helpful when our alumni notify us and keep us informed– they are our eyes and ears.

cmgrchat A3

Many partipants in #CMGRchat had more experience with community members contributing to their content. Their advice included:

  • Being open to guest bloggers/posters
  • Making sure your community members know they are valued
  • Encouraging community members to comment and give feedback
  • Encouraging community members to ask questions
  • Highlighting community members/showcasing talented community members
  • Making sure that it is a mutually beneficial relationship between the community and its members

Question 4: What companies make tools that have community building in mind? What do you use?

Tools that #CMGRchat participants listed as helpful included:

  • Email*
  • Twitter*
  • Google+*
  • Hootsuite*
  • Sprout Social
  • Crowd Booster
  • Storify*
  • StumbleUpon
  • Skype
  • OneTab
  • Marketo
  • Sales Force
  • Buddy Media
  • Radian6
  • Blogging sites such as Tumblr, Blogger, WordPress*

(* denotes tools that I also use/find helpful)

cmgrchat 1Question 5: How often do you evaluate an owned/onsite content strategy? And what does evaluation look like?

This was a pretty loaded question, and for most in the chat, they said it would vary depending on the type of community you are managing. It was also a common answer that you can never do enough evaluating since your community is probably constantly changing and growing.

Participants suggested:

  • Weekly and/or monthly reports such as key performance indicator reports
  • Evaluate and adjust based on feedback and user engagement
  • Listen to your community
  • Follow trends

*     *     *

It was amazing how much I learned in just 60 minutes. This chat could have gone on for hours since there is so much to talk about when it comes to managing an online community and developing content. I’m looking forward to participating in even more #CMGRchats in the future.

Community Manager versus Social Media Manager Recap

One of the main discussions over the course of the semester for #CMGRClass was about defining the role of a Community Manager. Other topics surrounding this issue we have also discussed include:

-How the role of a Community Manager differs from that of a Social Media Manager

-What the confusion of roles means when searching for jobs in these fields

I am going to use this post to break down what I have learned and sum up a semester’s worth of discussions in one post! My definitions might seem vague, but that is because these roles will have different responsibilities from day to day and roles can differ depending on the company/industry. But overall, this is what I have learned:nut shell

What a Community Manager Does/Needs to Have (in a Nutshell)

  • Public relations
  • Customer relations/support
  • Business development
  • Social media marketing through blogging, Twitter, Facebook
  • Plans and hosts events
  • Have their own personal brand (blog, tweet on their own)
  • Have good communication (including writing) and people skills
  • Have authenticity
  • The ability to multitask effectively

What a Social Media Manager Does/Needs to Have (in a Nutshell)

  • Creates day to day content for the organization’s social networks
  • Grow social media accounts (increase follower numbers, likes, etc.)
  • Focuses on social media analytics
  • Monitors various social networking accounts
  • Reports on social media analysis and effectiveness of strategy
  • The ability to multitask effectively
  • The ability to see the big picture (i.e. how social media fits into the overall business plan)
Social Media Managers and Community Managers should work together!

Social Media Managers and Community Managers should work together!

I’m not sure where I read/heard this, so unfortunately I cannot attribute, but I believe this sums up the above bullet points into one cohesive idea:

A social media manager interacts on behalf of the company from the actual company account (e.g. @cmgrchat), where as a community manager interacts on behalf of the company from their own personal account (e.g. @jPedde or @KellyLux).

Why Knowing the Difference Between a Community Manager and a Social Media Manager is Helpful

Knowing the differences between a community manager and a social media manager will not only help you, but it will help your current and/or future employer.  Here are some examples of how:

  • When searching for jobs, you will know the key words to look for in each position
  • When hiring a CM or an SM you will know what skill sets you are looking for in your future employer
  • If you have a good understanding of your role, you can do a better job
  • When the CM and SM know their separate roles, they can find the best ways to work together effectively
  • By making a distinction between roles, you can find out where you need improvement (building your community or analyzing data?)

 *     *     *

There is still so much to learn when it comes to social media management and community management. It is constantly evolving which makes it such an exciting industry to work in.

What other takeaways have you learned this semester?


Scaling, Prioritizing and Community Management

This week’s topic for #CMGRclass was about scaling your online community. Richard Millington, in Buzzing Communities, talks about when a community grows, the community manager may become overwhelmed with tasks that one person cannot complete on their own.

RIchard Millington, founder of FeverBee

Richard Millington, founder of FeverBee

Community managers have tons of responsibility, and once it becomes to much for one person, Millington suggests recruiting members of your online community to help so that you can focus on more important things. On his website, he has written a post about 11 Processes for Scaling Online Communities. Examples of these processes include:

  • Recruiting, training, managing and motivating volunteers
  • Encouraging members to submit their own news
  • Teaching volunteers how to recruit and train other volunteers
  • Allowing members to create their own groups, events, and discussions

There are pros and cons to scaling your online community. Some things to consider are:


-Allows the community manager to focus on more important things such as technical problems, strategy and analytics.

-Gives your community members a sense of responsibility

-Allows your community members to be more involved in their online community

-Community members can come up with their own content/discussion topics that are of interest to them

-By having more community members as moderators, you can make sure only the best content circulates within your community


-Giving too much responsibility to community members can be overwhelming to them

-Scaling your online community often changes the community manager’s job description; How does the community manager’s role change as the community grows?

-You need to make sure that your community members can be trusted and are responsible

-Community members essentially are just volunteers. The community manager will need to make sure to bestow responsibility to members who will take the job just as seriously as the CM

-The community manager will need to find a balance between giving away enough responsibility without loosing control of the community and its members

Scaling your community, might not be a good fit for you as a community manager or for your community at its current stage. What can you do instead? PRIORITIZE.

Scaling, Prioritizing and Community Management

The laundry list of things that a community manager has to do seems endless, and it is. But making sure that you get the right tasks completed first makes all the difference. Richard Millington  also has a post about what tasks community managers should prioritize.

Here are a few things that a community manager should focus on to make their lives easier:

  1. content calendarCreating, updating and following your content calendar
  2. Write/draft content in advance so you’re not scrambling the day before or the day of
  3. Create a weekly, monthly, yearly strategy to make sure you are reaching your goals
  4. Develop your community (e.g. holding events, contacting key members, reaching out to potential new members, etc.)
  5. Measuring your community and collecting/analyzing data about them
  6. Plan ahead as much as possible

Have you been successful in scaling your online community? What is holding you back? Do you have tasks to be added to this list to keep you on track? Please share what you find helpful in prioritizing your community manager work.

Social Media ROI: Picking a Starting Point

ROI quoteI would be lying if I said the chapters of Social Media ROI we read for #CMGRclass this week didn’t completely stress me out. The graphs, equations, measurement criteria… there is so much to be done when it comes to figuring out your return on investment with social media.

I work with a team of two people- myself and one other- who focus on social media for our office. Unfortunately, we just do not have the resources or support to do everything that Oliver Blanchard suggests.

After my minor social media panic attack, I came to terms that it is okay to start small. Even by picking just a few of his suggestions to focus on, that will help my team reach our goals. And hopefully, someday we will have the resources and support to do what Blanchard proposes in Social Media ROI. If we start tracking even just a few things now, we will be ahead of the game when the times comes.

Oliver Blanchard Social Media ROI

Example from Social Media ROI

Currently, it is hard for my team to track ROI since we do not really have access to the company’s financial transactions. However, I can focus on the nonfinancial impact that social media has on the company’s ROI, so that’s where I will begin.

Examples of nonfinancial outcomes to monitor:

  • Comments (positive and negative)
  • Mentions (positive and negative)
  • Retweets (positive and negative)
  • Increase/decrease in visitors to your website
  • Increase/decrease in followers and/or likes
  • Number of times something was shared
  • Other metrics that cannot be measured in dollars

Watch this video from Oliver Blanchard– he happily and simply describes what is ROI.

The next steps for measuring are what Blanchard calls the cornerstones of your measurement practice: monitoring, measurement, analysis, and reporting.

1. Monitoring: listening to your community. What are they talking about? What do you they have to say about your organization, your service or your product?

  • Tools for monitoring include: Google Alerts, tracking hashtags, looking at @ mentions, reading comments.

2. Measurement: quantifying what you monitored, measuring and tracking the data that you’ve collected. What links got the most clicks? What posts received the most shares? A tip from Blanchard: “Be precise and measure what matters. Start with your objectives and work your way back into metrics that support these objectives.”

  • Tools for measuring include: Google Analytics, Hootsuite, Facebook Insights

3. Analysis: taking your measurements and making sense out of them, what insights does your data provide to your company or organization. Does your community love posts about sports? Do they react well to contests? Do they only share posts that are images? See what your community is responding to and then act upon it. Analyze your measurements so you know where your organization needs to focus their social media efforts.

4. Reporting: informing coworkers of your findings and progress to show that you are reaching your goals. Blanchard stresses that “how data and analysis are reported, by whom, and under what circumstances is critical to the success of your social media program.” You need to be able to show the right people your social media insights and  prove how they are affecting the company in a positive way.

*   *   *

Picking a starting point of looking at nonfinancial outcomes will help me focus instead of getting overwhelmed by the bigger picture. That is just one piece of the social media ROI puzzle. Hopefully in the future, with more resources, I will be able to place the nonfinancial impact into this equation with ease:

investment –> action –> reaction –> non financial impact –> financial impact

The Similarities Between an Online Community and Non-Profit Development

Most of the examples provided to us in the books that we are reading for #CMGRclass showcase for profit businesses.  Since I work in Higher Education, I’m trying to figure out ways to translate those examples to be helpful for non-profits.

buzzing communitiesIn Buzzing Communities, Richard Millington writes, “For non-profit organizations, a community may often serve no other purpose than to directly support the organizations mission”(Millington, page 214). Although this is often true, I believe social media and online communities can also be directly related to donor dollars for non-profit organizations.

After reading Chapter 5: Influence and Relationships, the similarity between growing a successful online community and non-profit development really stood out to me. Receiving donations is based around the relationship a person has with a certain institution, organization or cause. The job of a development officer is not only to develop new relationships, but to also maintain them, so that they do not fade away, and as a result, the donations don’t fade with it.

Screen Shot 2013-04-07 at 11.43.54 AMIn this chapter, Millington does a good job explaining how to build, maintain and strengthen relationships. Topics he covers include: relationship criteria, building insider groups, volunteers, and recognition. However, the information is not new; non-profit organizations have been using these tactics for off-line relationship building for years. It is almost as though non-profits have done what Millington has done with online communities reversed. Non-profits develop relationships off-line first, and then organize an online community to grow those relationships and continue the conversation.

donate now buttonsWith my experience in Higher Education,  it appears as though some non-profits are struggling to find successful ways to cultivate online relationships and having a hard time proving that they are aiding in bringing in donations. But just because a relationship is formed online, it does not make it any less powerful than an in-person relationship and should be treated equal.

This is the list of relationships criteria that Millington lays out in his book. Your online community will most likely be with members who fall into one or more of the following categories:

  • High levels of activity
  • High levels of expertise or passion for the topic
  • Distinctive contributions
  • Interesting real-life positions
  • Emotional intelligence
  • Great contacts
  • Strategic fit

This is the same exact list that a development officer would use when forming in-person relationships with potential donors. Cultivating people online is really no different.

Do you work for a non-profit organization? Do you find community building to be beneficial to your non-profit’s financial goals? I’d love to hear!

Disclaimer: I encourage online relationships to turn into in-person ones. Social media is a tool to make relationships stronger, but does not replace the importance of in-person relationships.

The Importance of Blogger Outreach, Even for Small Blogs

I have a blog about things to do in New York City. It started out as a personal venture; it was basically an online journal of my favorite places in NYC that I could share with family and friends. When I started it, I loved to read others’ blogs, but I was clueless about making my own.  I was also clueless about the strong community that makes up the blogger world. blogger outreachI have learned that it is a massive and diverse community of people,  strangers who I have never met and probably never will, that are unbelievably supportive of one another.

For large companies, blogger outreach is helpful for spreading the word about a product or a service that is mutually beneficial for the company and for the blogger.  The article The Blogger Outreach Equation, by Kelsey Libert, explains the AIDAS principle for blogger outreach:

  • Awareness
  • Interest
  • Desire
  • Action
  • Satisfaction

She used this principle to create the Blogger Outreach Equation picture below:

blogger outreach equation

Blogger Outreach Equation from

I think this equation also works for small personal blogs. If you have a personal blog, you might not be selling a product or a service, but you are, in a way, selling your thoughts, ideas or expertise in a certain area. By connecting with other bloggers, you can learn from each other, find new things to try and do, and expand your network. Here’s how small blogs can use Kelsey’s AIDAS principle:

  1. Awareness: Leave a comment on your favorite blog or tweet to your favorite blogger. Make them aware that you find what they write about of interest to you. Doesn’t it feel great to know that people enjoy your work? Share the love and let them know you appreciate what they do. Chances are they will return the favor.
  2. Interest: You should blog about things that interest you, but you should also blog about things that your community/potential community is interested in. I find that I get the most likes on my photo posts, so I try to do those often to please my readers.
  3. Desire: By desire, Kelsey means establishing a mutually beneficial relationship with other bloggers. The desire to want to help each other out. Maybe you ask to repost your favorite bloggers story or ask them to write a guest post for your blog. blog pressFor me, since I often write about specific venues, restaurants, bars, etc., it is mutually beneficial for me to write something nice about a place that I visit and for them to share it with their community. They get good press and I get page views.
  4. Action: Blogger outreach doesn’t just happen and it isn’t always mutually beneficial. Do your homework, search for blogs that are in your genre of work, read blogs that are similar to yours. Even though I like reading blogs about other cities, someone who writes about San Francisco probably would not find it helpful for their community to repost one of my stories about New York City.  But for example, I love writing about art, and if I do my research, I could find a NYC blog that might be lacking in stories about art. I could offer my services to fill their content void.
  5. Satisfaction: Both bloggers need to be happy about collaborating. How did the post do? Was it well received by the blogger’s community? The relationship shouldn’t just stop after the blog has been posted. Follow up with each other, send tweets, stay connected. In her post, Kelsey states, “it’s imperative that you continue to build these relationships for future partnerships.”

Do you have your own blog? Do you reach out to other bloggers? Please share how you build relationships with other bloggers and what you find most helpful.

Book Review: The Art of Community by Jono Bacon

jono baconThe Art of Community, by Jono Bacon, is an extremely thorough and complex book about building a community.  Bacon is a seasoned community manager and has extensive experience running online communities. Although I found his book to be wordy at times, since he talks a lot about his own work, Bacon has an astonishing amount of community management experience to draw upon. His anecdotes and examples in each chapter are real-life lessons that he has learned throughout his career.

This book has reiterated to me how truly intricate it is to build a community. There is a formula that needs to be followed in order to successfully cultivate and grow relationships with people online. The size and amount of content in The Art of Community is overwhelming, but there is value in each chapter of Bacon’s book.  Two of the many chapters that I found most helpful to me and most relevant to #CMGRclass were Chapter 9 Managing and Tracking Work, and Chapter 13 Hiring a Community Manager.

art of communityThe following are his “golden rules” for tracking and managing your work:

1. Understand outcomes, not numbers

Meaning, think about what you want to understand about your community, not about which numbers you want to see. Numbers are used to help you understand something better

2. Know what not to track

For example, the number of posts is not always what is important, but the content and quality of each post. Community managers need to track things that are interesting, that are useful and that will be meaningful to your community.

3. Avoid data porn

Bacon’s examples are countless analytics, statistical tracking and visualization. The amount of data you have is not as important as the value of the data you have.

4. Know how to read your scores

There is no use in collecting data without being able to know how to effectively read it and put it to use. Community managers also need to be able to communicate these outcomes.

I found these tips from Bacon the most helpful about hiring a community manager:

  • Make sure the community manager can receive feedback from the community and deliver it to the right people at your organization.
  • The community manager should know what parts of the organization he or she should communicate with on a daily or weekly basis.
  • The role of community manager should have a strong focus and strategic priorities that clearly outlines responsibilities.
  • The community manager should focus on building a strong reputation with their community members.
  • Qualities that a community manager should have include: experience with public attention, conflict resolution, technical knowledge, presentation skills. They should also be able to hold unusual working hours and be able to travel.

Overall, I found The Art of Community, by Jono Bacon, very useful. Whether you are building a community from scratch, hiring a community manager for the first time, or just trying to be a better manager for your community, you can learn something from this book.

The Importance of Creating a Content Calendar

I will admit, I have not been proactive in creating a content calendar. The community I have been managing has been fairly small. They were very much consumers of the information I was spewing out at them, not conversationalists. But as we have started to grow, there is more and more interaction and more of a structure to our community of people. Which means I need to be more organized.

Google Calendars

With growth, I have noticed that I need to spend my time focusing on a lot of things, not just content; Analytics, reports, meetings, etc. Having a content calendar will not only help me keep organized for myself and for my community, but it would also help my coworkers have a better understanding of what my goals are and what I post about on a day to day basis.

But starting to create this calendar hasn’t been easy! The article Content Calendar 101: Tips and Tools, by Shai Coggins of Vervely suggests finding an approach in between being too organized and planning every single Tweet and Facebook post versus flying by the seat of your pants. How can I find that balance between scheduled tweets and making sure my community knows there is someone who is actually monitoring and is there when they need them?

buzzing communitiesRichard Millington, of the book Buzzing Communities, has a helpful chapter about ‘Content’ and how to develop a content calendar. He writes:

“Many community managers fall victim to reactivity. As the community grows, urgent issues increasingly take priority over the community manager’s work. Time spent on initiating activities, building relationships, recruiting members and creating content gradually diminishes in favor of responding to the urgent issues of the day.”

And this is true– it is what I feel like I am experiencing now. I need to develop a content calendar to be of benefit to both me, my community, and my organization.

Here are some of the tips for creating a content calendar I have come across:

  • Choose the categories that you will talk aboutcontent types

By monitoring your community, you will know what kind of content they respond the most to. Is is news? Interviews? Images? User-generated content? Job Postings? You might think your community wants a certain thing, but they will show and tell you by the way they react to what you post.

  • Establish  Intervals (Millington, 103) 

Millington says that your content calendar will repeat its categories at a consistent interval. This can be daily, weekly, bi-weekly, monthly, etc. Intervals will be entirely based around your organization, there really aren’t any rules on what types of intervals you should establish. However, they should be consistent, otherwise it is confusing for your community. If your audience expects you to post job opportunities once a week on Fridays, keep it that way; your community will then know what to expect.

  • Get Help

It’s okay to ask for help from your coworkers. Maybe other departments in your company keep monthly calendars of events (or for other things such as meetings or interviews) that are going on. Ask if you could be on their distribution list. That way you can pull from what they are already doing so you are in the loop.

Do you keep a content calendar for your community? How did you get it started? What tools do you use? Please share your suggestions on the best ways to start a content calendar and how to keep it updated.