Community management from the Trenches
•
1 j'aime•395 vues
What I've learnt after a year of doing community management and social media at Gumtree.com
Recommandé
Contenu connexe
Similaire à Community management from the Trenches
Similaire à Community management from the Trenches (20)
Plus de Jon M Bishop
Dernier
Dernier (20)
Community management from the Trenches
- 1. Community management. From the trenches Pic:zoey_pep
- 2. Heard about the new Gumtree?
- 3. And what did our adoring fans say? Pic:nakamurafan
- 4. Most love it “Great new Gumtree layout!” “Can i just say, the new Gumtree is hot! :)))))))) Well done... you have an extra fan.”.
- 5. Some, not so much “Why the f*$% so much white? I have a 22” monitor?” “I’m pretty shocked by how terrible it is”. “crap”
- 6. Don’t be scared! Pic: Piddy77
- 7. So what else have I learnt in my first year at Gumtree? Pic:merfam
- 8. The Role: The job: Community manager The tools: social media
- 9. Where does social media belong? Marketing Online marketing Brand & comms PPC SEO Partnerships Social Media PR, brand, advertising etc Customer service IT / Tech PR
- 10. You’re either PR or you’re social media Spam is least tolerated in PR spaces
- 11. Not for juniors!
- 12. Online communities organise themselves around a common interest - your brand
- 13. Take it offline to increase engagement online Pic:Renette Stowe
- 14. Its not cheap! Pic: Joe Marinaro
- 15. This is business, reach is important Bottom up Visits Top down return visit Members
- 16. And to do this you need good content Gumtastic Gumtree Facebook page 7500 Gumtree fans newsfeed Viewed by an average of 150 friends / fan 16
- 17. Or bribery
- 18. An engaged community will bring you traffic Twitter Facebook 570 % 1082 % Blogs Forums 87 % 63 % 18
- 19. Facebook = the future Pic:ltwp
- 20. Quite simply, everyone is on it. Pic: tallkev
- 21. People value their social graph reputation Pic: milenamihaylova
- 22. Pic: TANAKA Juuyoh Facebook is spreading everywhere
- 23. A Facebook fan is like an email subscription Have brand spend in your search marketing budget
- 24. But don’t forget about forums! 140k members 3.2m posts Great for FAQ Community ranking Deep engagement SEO
- 25. Thank you Jon Bishop @jonin60seconds jonmichaelbishop@gmail.com Jonin60seconds.com
Notes de l'éditeur
- 1000’s of hours of dev timeTripled employeesOne of the most advanced uk search locationsNew search engineUI designers from brightonTop thinkers from the States
- Don’t be scared of negative comments.In fact, if you have engaged users, negative comments get turned into even more powerful messaging for youEngaged members will pick negative statements apartAnd a skilled community manager will turn the comment positive without offending the user
- Don’t be scared of negative comments.In fact, if you have engaged users, negative comments get turned into even more powerful messaging for youEngaged members will pick negative statements apartAnd a skilled community manager will turn the comment positive without offending the user
- Might sound picky but I think this term carries more weight and respectAnytime you outreach with social media tools, you are engaging with your community, so you better know a thing or two about community management
- PR = slick copy, dealing with Journos, broadcast press releasesSM = conversation, dealing with bloggers, one on one relationshipsThe SM universe is more adverse to spam than anyone elseWork on the same projects/clients but goals/KPIs/reporting lines should be completely separate.
- Online communities are not defined by geography, they are defined by interest, worth a thoughtThe community is just there, whether you provide the platform or notI watched as Winkworth got torn to shreds on Twitter without a response
- People live offline, this is where they feel the deepest engagementThis is where you find and develop your top fans
- Sure Facebook is free but running the campaigns is an expensive affair
- Good community management uses a mixture of engagement activity reach activity to engage new members into the community
- People share good content, it’s the core action of engagement and reach in social media
- Give away and iPad, the buzz is ridiculous right now
- The first 6 months of a community manager at Gumtree provided these results
- ½ billion soon
- Proof via closing of datingpeople are generally more positive on Facebook
- Plus everyone is already on it. These plugins won’t work without a high % penetration which they have
- Cost is for an acquisition, not a clickAnd is also therefore more valuable than a clickIts worth splitting your paid search data into reach and brand.