Tag Archive for social media

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.

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! 

VSnap – Personalizing The Community

I sat down with Trish Fontanilla, the Vice President of Community and Customer Experience at Vsnap. Fontanilla has built a community from the ground up; she started working with the company before its product was launched.

Since Vsnap is a startup company, Fontanilla is a one-person team in regards to handling Vsnap’s social media feeds and overall customer experience. As a result, Fontanilla has acquired a lot of different skills when it comes to handling an online community.


You have value in every aspect of the business

Fontanilla said that she participates in almost every company meeting. As a community manager, Fontanilla has insight as to what the customers want.

“I think that in every department, someone needs the voice of the community,” Fontanilla said. “Someone needs to talk on behalf of the customers.”

Vsnap's Trish Fontanilla says that a community manager provides value to every company meeting. Screenshot taken by Zachary J. Prutzman. All rights reserved.

Vsnap’s Trish Fontanilla says that a community manager provides value to every company meeting.

The use of sentiment analysis provides Vsnap with an understanding of how customers feel about its product. Fontanilla uses this information to shape product development, and enhance the customer’s overall experience.

“[I] could easily pop into any meeting and have a valuable perspective,” Fontanilla said.


You get to hear the news first

A great part about handling the community is that many customers reach out to Fontanilla about their experiences with the product. Relaying this feedback to the product development team helps shape the application.

I’m pretty much the first person that gets to hear really awesome customer stories,” Fontanilla said. “On the flip side of that, I also get to see when people are not happy with us.”


Know why you are apologizing

It’s no surprise that customers use social media to voice their displeasure with a product.

“One of the reasons people lash out on social media is because they feel like no one is listening,” Fontanilla said.

While it is important to apologize, Fontanilla said that you first need to listen. It is important to know why you are apologizing, and how you can help the customer. Simply scanning an email for keywords and giving a bland response is not enough; the reply needs to be tailored to each individual customer. Make sure that you are alleviating the customers’ needs.


Your social media sites are not PR

Realize that your community is not simply public relations for the company. Fontanilla stressed the importance of promoting other local businesses and events through her social media feeds. The value is that the favor could be reciprocated in the near future.
Also, try to take these relationships offline as often as possible. When Fontanilla was working for Bands In Town, she would meet up with local, active community members at concerts. The more you can interact with your customers, the better.

The full interview is available here. Enjoy.

Crisis Management and Social Media

Last week’s #CMGRclass panel was on Social Media and featured Morgan Johnston from JetBlue, David Yarus from MRY and Nick Cicero from LiveFyre as guests.

This panel was the second of three panels with the first on Online Content. One of the things that I thought worked better this time than the first time was that the guests interacted with each other outside of answering questions and jumping off one each other’s comments. The panel felt like more of a conversation between friends and colleagues than a Q&A; which allowed for a less formal atmosphere and yielded some interesting stories.

My favourite topic of conversation for the evening came towards the end of the night when Jenn asked them about crisis management. Jenn suggested they share an example of an “ultimate crisis” or how they were able to avoid one.

crisis management

Crisis Management courtesy of Kevin Krejci.

Yarus had an interesting perspective on crisis management, he works with “communities of influencers,” and the crises he handles are different than those of Johnston at JetBlue but one of the things I took away from his discussion on crisis management was the way he described the way he likes to handle them:

“We’re all people on this side of the screen and on that side of the screen, and I really try to influence that way within my team.”

The example of a “crisis” Yarus gave was when students began tweeting about a brand and the response was that the client didn’t want them and didn’t approved of them. Yarus then goes into a discussion on how easy it was for him to get in contact with the posters by texting them, explaining the situation and the tweets disappearing:

“We’re all people. I think we need to break down the barrier of ‘you need to send a formal email’ or send a formal letter, like, no, text them. That’s how I would want to be contacted…treat people as they are and I think you’ll get real results.”

Johnston had a much different take on crisis management and how social media is roped into an emergency response plan because it’s usually the “first indicator of an event or accident.” He hared a story of how he spent one Tuesday afternoon when he discovered a tweet from a customer describing how one of the flight attendants cursed out the whole plane and quit on the spot. He described that the crisis was handled by saying, roughly, “look, we know you’re interested, here’s what we can and can not tell you and here’s why we can’t tell you.” Like Yarus’ response to a crisis, I thought this was handled well – this acknowledges a problem, addresses it and shares as much information as possible so it doesn’t keep curious people in the dark.

Cicero had another interesting story to tell of how he was working with a company that had Subway as a client when they announced that Michael Vick had won Sportsman of the Year, shortly after leaving jail. Cicero describes receiving a “flood of negative comments all over the Facebook page, nonstop” and says the comments continued for month or two after the event. Cicero describes that the way the management team handled the crisis was to delete any posts that violated the rules and told his team not to respond to anything, that the PR team would handle everything.

Let me know in the comments below if you’ve heard of any crises taking place in a company that you think was handled well or could have been handled better.

Looking Like a Community Manager

Last week, our class had the opportunity to do a Google Hangout Panel with Morgan Johnston from JetBlue, David Yarus from MRY, and Nick Cicero from LiveFyre. Although the entire panel discussion was fantastic, one part in particular stuck with me.

David Yarus gave a great spiel at the end of the panel about what steps to take before applying for a community manager position, and although I think some should be taken with a grain of salt, they are great slices of advice.


“If you say you’re into social, how are you using social?” – David

If you’re an aspiring community manager, you should already be showing that you want to do it with your spare time. Are you participating in communities? Do you talk to people on a regular basis? With your own social media profiles, make sure you are “dressing for the job you want” by acting like a community manager, even though you aren’t one.


“Lock them down, make sure you’re polished, make sure you’re saying the right things and not saying the wrong things.” – David

Developing a personal brand is common on the Internet, and most web-based professionals have their Twitter, Linkedin, Facebook, and other social media accounts put together. This not only means making them look nice, such as having clear and professional headshot, but also being mature and sensible on high visibility platforms like Twitter.


“Make it rain connections.” – David

Where do you want to work? Who do you want to work for? Are those companies or people on Twitter? If the answer is yes, follow them. Read what they have to say, retweet them, and once they take notice of you, talk to them and start building a relationship. Showing that you have an ability to connect online makes it easier to demonstrate your skills as a community manager, especially if you’ve proven you can build your reputation to having a conversation with the company’s CEO from scratch.

Another tip David has was to do anything to get 500+ connections on Linkedin. While I think there’s some truth to this, I think it’s essential for people to understand that your connections should be genuine. If you’re in college, it’ll likely take a while to build 500+ professional connections. Check out this article for what I think is a great guide to connecting on Linkedin.


“Maneuver around the people who are … doing the same things, going to the same career fairs, applying for the same jobs … ” – David

Are you trying to talk to someone on Twitter but they won’t respond? Try talking to someone else. Did your blog post not get any engagement? Write a different one. The only way to get out of the rat race is to separate yourself from the pack. Just do something different to get noticed while pushing your professional career ahead. As David puts it: we are in the Matrix. The sooner you understand that, the sooner you’ll be able to unplug, get out there, and make a difference with employers.

What do you think of David’s advice? Is it spot on? Is it practical?


Why are Social Media Metrics Important to Community Management?

Image courtesy of Gaurav Mishra.

“Keeping up with new social media and analytics buzzwords, learning what they all mean, and understanding their importance can easily become overwhelming.”
– Adam Schoenfeld

Hands down, the best blog post to read about the importance of social media metrics is Adam Schoenfeld’s, “Beyond the Buzz: 41 Social Media Metrics Defined.” Schoenfeld makes a complicated subject easy to understand by defining and dividing the forty-one social media metrics into nine different categories, explaining the importance of each and then dividing those categories into two and four subcategories where he goes into greater detail.

Below is a condensed version with my thoughts in italics:

  • Audience Metrics: the people who choose to join the social media community and each community has it’s own lingo (Example: Facebook has fans or likes while Twitter has followers)
  • Social Listening & Monitoring: identifying opportunities to engage with your audience and monitoring the perceptions of your brand or company through multiple social media platforms (Example: the people behind the “Hannibal” Tumblr page – by far the best interaction I’ve seen between company and fanbase)
  • Engagement Metrics: knowing the different types of engagement can help you understand how effective your interactions with the community will be (Example: you’re more likely to get UGC from Tumblr than from Facebook)
  • Content Performance: tracking and analyzing content to discover what causes some content to succeed and other content to fail (Example: how many likes, reblogs or favorites do you get on different social media platforms)
  • Total Exposure Metrics & Social Graph: the size of the primary audience and the relationship between the community and brand (Example: how many followers do you have and how receptive are they to you?)
  • Customer Service: important aspect to have in order to build a strong community (Example: how fast do you respond to a question? From the perspective of the community, are you doing all you can?)
  • Demographics: knowing different ways or social media platforms to engage with your audience (Example: Tumblr holds a different community base than Facebook. Tumblr will get you UGC and analysis whereas Facebook is more likely to share/spread knowledge of your brand or company)
  • Competitive Analysis: monitor and measure the effectiveness of their campaigns against the competition (Example: what are people saying on Twitter? How is the response on Facebook?)
  • Additional Key Phrases: other important buzzwords that also happen to be some of Schoenfeld’s favorites
Image courtesy of Gaurav Mishra.

Image courtesy of Gaurav Mishra.

While I was reading Schoenfeld’s article I kept thinking of the social media team behind NBC’s Hannibal and that whoever is in charge of their accounts, specifically Tumblr, knows the perfect way to interact* with their audience. Based on Schoenfeld’s post, the community manager behind the Tumblr page is clearly aware of seven of the eight metric categories. As for the eighth, their team must be aware of what the competition is doing but so far the only real competition I see them having is with another NBC show, “The Blacklist.”

Schoenfeld recommends Simply Measured as a way to track and analyze the metrics of your social media platforms, the only downside being that it costs money. However, through a class discussion we were exposed to Klout, a free way to see how a person or community ranks. It’s really user-friendly and it generates a graph based on your influence on social media.

Let me know in the comments below if you use Klout and what your number is or if you find another site that works just as well. Have fun!

*Over the summer, Photoshopping flower crowns onto your favorite character’s heads was all the rage on Tumblr. In less than a month the people behind NBC’s Hannibal page had found ways to get the actors to wear flower crowns behind the scenes and at events. They were clearly following the trends in the site and made themselves topical. As someone who follows them and other companies, their willingness to “play along” with their fans, made their fanbase not only get closer and stronger but grow as well.

Lessons Learned from Emily Egan, Mindshare’s Community Manager

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.

Google Hangout with Emily

Google Hangout with Emily

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.


A community with flavor: conversation with 16 Handles’ Adam Britten

I had the privilege of having a chat with Adam Britten (@AdamBritten), the community manager behind one of my personal favorite brands, 16 Handles (@16Handles), a frozen yogurt phenomenon located in my native East Coast. Adam had a lot to say about experimenting in the social space, growing your audience/community, and froyo (duh). Read on for a glimpse into our Google+ hangout.

@AdamBritten of @16Handles!

@AdamBritten of @16Handles!

Trying something new

My favorite thing about talking to Adam was his passion for the brand. He truly loves 16 Handles and every customer, and it shows in every piece of content he produces. It is because of this passion that he has no problem taking risks with the brand, despite it being smaller in size and perhaps having a smaller national reach than some of its competitors (i.e. Yogurtland). This is probably best emulated through Adam’s Snapchat campaign, which ran earlier this year in January. He realized Snapchat was one of the only platforms that brands did not instantaneously jump on, but also knew it was a platform on which the core 16 Handles user lived. Britten recalled his Mother’s use of scratch-off coupons she received from Kohl’s that were only redeemable at the register. He took this idea and transferred it onto Snapchat, sending users who added 16 Handles as a Snapchat friend coupons that were in essence, only redeemable at the point of purchase (Snapchats expire after 10 seconds or less). The campaign was a huge success, and even recently won a Mashie, Mashable’s new Marketing Awards, in the “Rising Star” category.

16 Handles' Mashie Trophy! (via @16Handles)

16 Handles’ Mashie Trophy! (via @16Handles)

Organic Growth

Many brands, especially those of a larger and more corporate nature, require SEO/metric deliverables each week, to prove to executives the reach social media is bringing to the brand’s community and how effective that is. In Adam’s case, he is not required to deliver any formal reports or numbers to his senior executives (although, he does that anyway, just because) or meet any numeric goals. Instead, Adam chooses to set these goals for himself. For example, each month, he strives to grow the 16 Handles’ following at a more rapid rate than the month before. It is this mentality that makes Adam a better community manager, because he constantly pushes 16 Handles to its fullest potential.

Flavors on flavors on flavors

Best part of Adam’s job? He also works with the operations team. AKA he helps them brainstorm, develop, and TASTE all of 16 Handles’ new flavors! Could there BE a better job? He told me they just finalized the flavor lineup for 2014, and that there are a few surprises in store. I can’t wait!


Thanks again, Adam, for taking the time to chat with me — I thoroughly enjoyed it!



Breaking Down Social Media Metrics

The Scoop on Social Media Metrics 

The amount of information on the Internet is simply overwhelming. It can be difficult to perceive the statistical data that even one website can collect, which can make managing a website challenging. Thus, it’s important to consider metrics, or statistical tools that allow people to quantitatively measure different aspects of a website. Metrics allow managers to analyze strengths and weaknesses within their company. Knowing statistics such as which of your blog post has received the most views and how many retweets each tweet receives can help managers identify different areas of their company that need improvement.

Google Analytics is a site that allows users to track different information about site visitors

Google Analytics is a site that allows users to track different information about site visitors

A Categorized Solution

In an article on Simply Measured, 41 social media metrics are defined and outlined. Because the amount of information one can try can quickly become overwhelming, it’s immensely helpful to break them down into easily digestible pieces of information. Author Adam Schoenfeld breaks down metrics into different categories, including competitive analysis, customer service, content performance, and engagement. Each of these categories are broken down further into sub-categories which specifically mention things thats should be measured within a website.

Benefits of the breakdown

Schoenfeld’s breakdown allows users to see the different areas of social media metrics without feeling totally overwhelmed. As someone who currently works with content management system, staring at numbers can be very overwhelming, and sometimes it’s difficult to determine what it all means. Breaking down metrics individually is immensely helpful when trying to make sense of data. Furthermore, breaking down metrics into easily understandable pieces allows you to track progress within each area. By taking note of which numbers are increasing and declining, the progress of your website can be easily measured.


Still overwhelmed? 

Don’t sweat it. There’s a lot to measure, and trying to make sense of all that information can be confusing. Perhaps focusing on one category at a time will allow you to truly understand what the numbers in one area tell you before moving onto another. Or, pick one topic from each category and focus on those things rather than approaching all of those metrics as a whole. Mastering social media metrics takes time. Start small and work your way up! By breaking it down into smaller pieces, social media metrics can easily be mastered.

What other metrics do you look into regarding your site? Is there a better way to think about social media metrics? Share in the comments below! 

Overlaps in Social Media Management and Community Management

This past week we have been reading about community managers and social media managers and the difference between the two. Vanessa DiMauro conveniently charts out the roles that a social media manager has that a community manager doesn’t have. I also read many other articles that pointed out the difference of the two. You can read them here and here.

Although I see the differences, I also see a lot of overlapping. After being a moderator for a week in #CMGRclass and after managing my startups social media accounts, I have some hands on experience. After doing the readings, I keep wondering, “Can you be a social media manager without being a community manager?” and “Can you be a community manager without being a social media manager?”

Below is the chart taken from Vanessa DiMauro’s article “Social Media Manager vs. Online Community Manager: Same or Different?”

B2B Success Measure Role Accountability
Drive leads Social Media Manager Marketing
Raise awareness of products or services Social Media Manager Marketing
Visibility of company, products, services or thought leaders Social Media Manager Marketing
Increase sales Social Media Manager Sales
Event attendance Social Media Manager on public channels, Community manager on community channels Marketing
Customer questions about how to use a product or service Community Manager Customer Service
Learn from customers (e.g. feedback into product development) Community Manager Product Management/R&D
Customer retention / satisfaction Community Manager Sales
Call center reduction/ Improve customers’ ability to get help from each other Community Manager Customer Service
Increase utilization of the products Community Manager Product Management

As you can see, the two roles have different jobs. However, they are also all closely related. For example, once you start to raise awareness of a product or service you will most likely have questions. A lot of these questions will most likely be asked through social media. So, when a customer asks a question through Twitter, who’s role is it to respond? The above chart states that it is a community manager’s role.

A social media manager is constantly checking their social channels and looking at customer’s reactions. They are learning from their customers because they are listening and are aware of patterns. Maybe a “how to” blog post gets more “likes” or “retweets” then a quote does. Knowing this information is useful and they are essentially gaining feedback. The above chart states that passing along feedback is a community manager’s role.

In my opinion, a social media manager is different from a community manager, but only slightly. I think we would find that a social media manager already manages the community that they have built. I also think we would find that a lot of community managers are active on social media. Overall, I think it comes down to the companies understanding of social media and community management. If they truly understand the impact of social media they might want to hire a “Community Manager.” If a company has both a Social Media Manager and a Community Manager, I have a feeling the two department have daily face-to-face meetings.