I recently had the pleasure of speaking with Emily Egan, the community manager of Mindshare. Located in New York City, Emily works to help different brands bring their social media presence to life. to In a Google Hangout we had, Emily and I were able to talk about her different experiences she’s had as a community manger. Although we discussed different aspects of her job and how she deals with things such as evaluating metrics and creating a content calendar, the things that stuck with me the most were parts of her own experiences and her growth as a community manager.
Sometimes It’s Okay To Not Know
Before Emily got involved with social media, Emily barely knew how Twitter worked. Concepts such as retweets and modified tweets were completely foreign to her. By talking to friends and experimenting with different social outlets, Emily was able to learn about different aspects of social media and community management. She learned the difference between being active on social media personally and tweeting for a brand after being asked to take on social media at a restaurant. After meeting the right people and building up skills of her own, Emily was able to land a job at Vaynermedia working with social media. She has grown into a social media guru since then and now works at Mindshare managing social media for different brands.
Not Everything Is Worth Fighting For
When discussing how to handle negativity within a brand, Emily talked about picking and choosing battles. People often turn to social media to complain, and often times conflicts can be resolved with social media. However, not all people who complain need to be responded to. Emily shared that some tweets are better left ignored while some tweets can be responded to to resolve issues. The decision between engaging and ignoring can be reached based on compromise with a client. It’s important to know what to react to and how to react appropriately. This allows brands to pick and choose how they handle issues with clients.
Be Personable, But Speak Loudly
The most important thing I took away from my discussion with Emily was that it’s important to be personable with a community but also speak to as many people at once as possible. Communities can get big quickly, but it’s important to keep a personable tone with people. You want to make it feel as though you’re specifically talking to them when you may actually be trying to reach hundreds or thousands of people. This personal touch can keep a community tight-knit and engaged.
I was happy to speak with Emily and relate what I’ve learned so far in class to things that she was discussing. Through her discussion of personal experiences and her job responsibilities, I was able to learn a lot about how community managers work day-to-day and confirm theories that our class has spent so much time studying. The things I learned from Emily were invaluable and I appreciate the lessons I was able to learn from her.