Fostering Social Media Communities

Fostering Online Communities

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Carmine Media | Social Media Consultation| Web Marketing | Blogging

Background

• R+L Carriers• State Government agency• Carmine Media• County Site Administrator

Carmine Media | Social Media Consultation| Web Marketing | BloggingCarmine Media | Social Media Consultation| Web Marketing | Blogging

Facebook• More than 700 million active users • Average user creates 90 pieces of

content each month • Average user is connected to 80

community pages, groups and events

• More than 150 million active users accessing through mobile device.


Twitter• More than 100 million users• 300,000 signing up per day• 55 million tweets per day• 600 million searches per day• Busiest from 9-5 M-F



Blogging


• Multiple blogging platforms• Easy and free setup• Customizable• Comment and spam control• Connect to Twitter and Facebook• Custom URL

Interactivity


Engage your Blog Readers• Publish regularly• Pay close attention to article titles• Share links with other blogs• Write posts with a call to action• Promote your blog!• Guest blog on other sites


Engage your Tweeps• Create content worth RTing• Respond quickly to mentions• Ask questions• Link to Facebook and blog posts• Post photos and videos – photo of the day


Engage your Facebook Community

• Create content worth sharing• Use photos and videos of events• Use FB questions for polls• Use events• Respond to comments• Tag other agencies or fans• Add a like box to your website

Chaos!!!!


Embrace the Chaos• Complaints• Praise• Customer Service

Hunt, T. The Whuffie Factor


Dealing with Mistakes

Three Common Mistakes• Wrong Pipe• Poor Judgment• TMI


Wrong Pipe

Appropriate responseReaction should be rational and reasonable.


Poor Judgment

• Kenneth Cole


TMI

• Tweet by Ketchum executive visiting FedEx – a client


Comment Policies

• Include a social media page on your website

• Add a policy to your Facebook page• Examples:

– EPA – U.S. Army– Missouri Department of Conservation– Florida State Parks


Dealing with Negative Comments

• Be aware of them!• Are the comment true?• Be honest!• Thank them for commenting• Delete only if necessary and stated in

policy• Follow all public record retention rules


Removing Posts

• Blog and Facebook– Set comments to approve before posting– Ask user to repost– Committee review– Err on the side of caution– Hide them


Archiving for Public Records

• Check your public record request guidelines for record retention laws

• Screenshots• Email notifications• Spreadsheets/Word documents• Tweetbackup.com


Who should Moderate your Site?


Who Should Be Responsible

• Media Staff• General Inquiry• Everyone!• Choose wisely


References• EPA: http://www.epa.gov/epahome/commentpolicy.html• U.S. Army: http://www.facebook.com/USarmy?sk=info • Florida State Parks http://

www.facebook.com/FLStateParks • Missouri Department of Conservation: http://

www.facebook.com/MDCOnline?sk=app_4949752878 • U.S. General Services Administration Guide to official

use of Social Media (26 pg document): http://www.gsa.gov/graphics/staffoffices/socialmedianavigator.pdf

• Government Best Practices guide: https://facebook-inc.box.net/shared/idnp0hs026

http://www.epa.gov/epahome/commentpolicy.html

http://www.epa.gov/epahome/commentpolicy.html

http://www.facebook.com/USarmy?sk=info



http://www.facebook.com/FLStateParks

http://www.facebook.com/FLStateParks

http://www.facebook.com/MDCOnline?sk=app_4949752878



http://www.gsa.gov/graphics/staffoffices/socialmedianavigator.pdf

http://www.gsa.gov/graphics/staffoffices/socialmedianavigator.pdf

https://facebook-inc.box.net/shared/idnp0hs026


Questions? Connect with me!Twitter: @suereynolds

Web: Carminemedia.com

Facebook: /carminemedia

LinkedIn: suesreynolds

Fostering Social Media Communities

Technology

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