Wednesdays 2-3pm EST – A Community for Community Managers

4/6 Designing Engagement April 11, 2011

Sharing the right content at the right time is a challenge for anyone that uses social media. So is offering the right rewards for people who participate and engage. It all really depends on the community.

This week’s #cmgrchat echoes a lot of what Jennita Lopez of SEOmoz recently posted, which is — as CM, you have to do what works for you/your community. See How to Manage Twitter: Do it Your Way.


Q1) How do you map out engagement, and determine what you need to do to increase it in a community?

mhandy1 On FB I look at feedback ratios… what resonates best and then break it down further to types of questions/links

mor_trisha To map out engagement, start with 1) What pain points are we trying to improve? and 2) What actions are people already doing?

tmonhollon Start with primary research: observe current & potential community where they are engaging, and ask Where, When, Why & What

RachelYeomans Oh boy let’s see – Facebook insights, Google analytics, Twitter (of course!) – just started using TwentyFeet and love it!

momnonstop I use blog views, check mentions, insights on fb and response Percent to see when/what engages

evanhamilton Actions vs views. Length of time since last sign in. Number of actions per visit. Interactions with other members

bluephoenixnyc We measure more than Fbook+Twitter; we look at Quora, blog feedback, forums in our industry. It has to be a mix of channels

thebloggerspost Authenticity in communication is key. Are you messaging just to say something or your actual message?

pushingvision I think seeing what a competitor is doing gives can you an edge and way to do it better.


Q2) What are the best times of the day/days of the week to engage your audience?

momnonstop According to an article release by mashable for my company (salon/spa) best times are sun/thurs after hours

mor_trisha Hmm, Q2 feels very ‘push’ related. We don’t use a schedule – it is ‘engage as we can’.

ottogrl here is a must read on how to improve engagement on your brand’s Facebook page: http://t.co/mEqIKl4

RachelYeomans Every platform is different with what time(s) are best to engage – plus audiences are different on each platform

omgitsamr depends on what platform you’re engaging… for ex: stats show retweets are highest 2-5 p.m. ET

JamesVKautz I’ve found only FB is time-sensitive due to the news feed. We are the most active there in the late afternoon.

momnonstop I’m limited to three updates a week

evanhamilton I go for 8am PST, though this report about retweets says 2pm PST for RT’s http://slidesha.re/1tSyHu

timbursch Also, some B2B communities that we manage engage 9AM, 12PM, and 4-5PM, checking networks= new smoke break

_faith Engagement = actively responding & *listening*, sometimes we need to know when to let other people talk


Q3) How do you make it easy for community members to engage (contests/other activities…)?

sarahkayhoffman Open-ended questions. Questions that allow them to talk about themselves. Contests. Sharing tabs

JamesVKautz I use an observation instead of a command, i.e. “Wow” or “This is clever” – the link speaks for itself.

WriterChanelle Honestly, I prefer to avoid contests until the community is actively participating and loyal.

Fisherish identifying influencers within the community & giving them some extent of authority will spark engagement.

corecorina Supernova makes engages by having weekly live events with online voting, and content that changes based on user engagement

RachelYeomans Yes! For Twitter, you start w/ building an audience, then maybe host a twitter contest and then perhaps a twitter chat!

_faith For FB, it’s great to share visuals– allows ppl to share differing interps, find commonalities

bluephoenixnyc Contests always seem dicey unless you’re in B2C. Otherwise, just small talk is a great start. It’s daunting, but it’s sincere.

mhandy1 Twitter chats build engagement develop community… RT contests develop fans… both should play a role

JPedde I think the best way to increase engagement is making sure it’s easy to log in, easy to find you, you’re visible, easy site nav


Q4) What kinds of rewards are in place (built in mechanics, or points, or sm tools to identify top members)?

RachelYeomans I think the badge system is the most recognized/popular right now – we’re trying to play w/ that out for our community

Fisherish Studies show that recognition by the brand and first time brand’s insight news for top members as the most important reward

evanhamilton In our product, we’ve built in game mechanics that encourage our customers when they make their customers happy.

timbursch We still use old-school #followfriday to call out advocates.

greghollings I think badges are great but the badge system needs to grow organically and naturally, not imposed

7Huck what about discounts?

_faith Hmm, tricky, prefer to share discounts with all fans/followers, they’ve already earned 1 level of engagement

JPedde Kind of blown away by today’s chat… thanks so much to @7huck@mhandy1, and all of the new CMs who joined, along w/ the old!


Post by #cmgrchat contributor @7huck, Judi Huck.

Thanks to all who participated!  Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!
If you have any ideas or suggestions for future topics, leave comments or get in touch with myself or Kelly!

3/2 – Smartphones, Apps, and Community Management, Oh My. March 3, 2011

It was kind of a fun coincidence that this week’s chat topic of Apps took place directly after the Apple event announcing the new iPad2 and some of the new apps that will be featured on it.  As community managers we generally have a sick fascination with new tech toys, apps, and shiny objects.  Or that might just be me.  Regardless of the type of phone we all use, we all add, try, and delete a number of apps for a variety of reasons.   In the 554 tweets by 87 people there were quite a few amazing suggestions for apps.  See below!


Q1 What kind of smartphone do you have? and does it matter?

HSirhan: Mostly use iPhone 4 and HTC Desire – it does matter to an extent I think

evanhamilton: G2 (Android). It’s awesome. I think it matters – the interactivity of the apps and the background tasks are essential for me.

blaisegv: I have an iPhone 3GS but switching to an HTC. I’d say depends on role but emails at least a must.

JPedde: It only matters when it comes to #apps & the availability of a lot of them in their stores.


Q2. Can community management be done WITHOUT a smartphone?

KellyLux: I personally could not manage my life (personal or professional) at this pt, without a smartphone. It’s always by my side.

RachelYeomans: It could but wouldn’t be nearly as effective – I always have my smart phone AND iPad handy no matter what

DanKlamm: Yes, but it’s more difficult. I had a regular phone until last June- tough to live tweet events, take photos, etc.

semantic: Seems like it could, but you’d have to be tethered to a laptop at all times

rhogroupee: Smart phones facilitate faster response, but do they make it harder to take a break? Need to use them “smartly”

evanhamilton: Sure, but for most situations I say no. If you’re not available to deal with a crisis on the go, you’re in trouble.

marcuspowers77: Smartphone = faster response and reaction. But I think it depends on what your community expects and the expectation you create


Q3) How many apps do you have on your phone? How do you manage them?

sacevero: I have 4 pages of apps on my iPhone. Haha. Folders help keep social media apps for work organized.

rhogroupee: 126 (never counted before, whew!) I do occasional purges..

elysa: Yeah I have a good 300 apps. But I’m crazy about organizing apps. I use @appolicious to manage my library/find new apps

SunnyinSyracuse: I use folders to group apps together like “Going Out” or “Shopping”

marcuspowers77: I only have 12 apps on my iphone but I use all of them regularly. I like to keep it clutter free.I’m distracted enough as it is.

elysa: oh speaking of I did a list of iPad apps I use for CM: http://appo.me/fv0me

qualitylogo: I have 8 pages’ worth of apps on my iPhone, but not every page is filled up b/c I manage them by sorting according to category


Q4) What are the top 3 apps you can’t live without and WHY!?

pushingvision: Anyone use an app like Pandora Box or App Miner to find what apps are currently on sale?

elysa: @pushingvision I do – FreeAppADay & AppDeals are pretty cool

rhogroupee: My top 5 would be: Kik, Flixter, my GaGaJoyJoy app, Evernote, & Twitter

pushingvision: Mail, InstaGram, Echofon/Hootsuite, Facebook & Camera

amfunderburk1: My top 5 apps: Google Reader, tops news app, Twitter for Android, sticky notes and Facebook

JPedde: KIK has changed my life. Saves me $15 a month in texting!

JPedde: I love Red Laser for iPhone. Always scanning bar codes in stores for cheaper deals.

KellyLux: Hootsuite, Smartr, techDygest Instagram and @BrianSolis (yes, he’s an app)

KellyLux: My password keeper, FB, foursquare, NYTimes & PulseNews, Camera+ are some other favs

sacevero: I made a list of tools on @oneforty I use regularly–we should all compare! http://bit.ly/hXcZ5O

RachelYeomans: Seesmic, Evernote, &Google Maps- Seesmic 4 my Twitter addiction, Evernote for memos & Seesmic synch & Gmaps for not getting lost

gilmoreglobal: Jumping in! Apps: UnberSoc, BlackBerry Maps, Drivesafe.ly, QRcodescanner pro, my camera!

rjburkejr: Twitter, bitesms, and skype

elysa: Top 3 for CM purposes: Evernote (gotta have access to everything), BoxCar (push notices on tw/FB), Yammer (we use @bizzy a lot)

Triplyksis: For CM purposes on my iPad… Tap11 (iPhone app – social media), Dropbox (file syncing), FeeddlerRSS (Feed reader)

SunnyinSyracuse: Apps I can’t live without: mail, red laser, tipulator, @instagram, pandora, maps..oh wait, you only wanted 3

KellyLux: Forgot about Instapaper, Bizzy, hipmunk & Vogue Stylist.

CallFireMktg: I can’t live without Words with Friends. It’s not for work or anything, but it’s all I ever do anymore

pushingvision: Have you seen Fooducate? You scan a barcode and it rates the nutritional value and offers alternatives.

maggielmcg: Super late to the chat–apps I use every day: toodledo, Audible (addicted to audiobooks), Twitter

sarahkayhoffman: My dear @swonderlin suggested: @plancast @hashable @groupme @gowalla I’m so excited for @Bump, too!

KellyLux: I use Smartr to find good content for twitter, same for TechDygest…it cuts out all the junk & just leaves the links.

7Huck: Recent app I found pretty helpful was @ZocDoc, book appts instantly!

7Huck: There is an app for ordering movie concessions right from your seat – @munchlymobile. Putting it out there


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


2/23 – Books March 2, 2011

Get ready because your list of books is about to get much longer.  This week we had a great discussion in 547 Tweets with 82 people about books and how they’ve helped our careers as community managers.  There are some great, topical titles that have crossed our desks over the past few years, and we all struggle with the time to find to read them, and how to implement their lessons in our daily lives.


We’ve created a Google Doc of the books discussed here.  Please feel free to add to it at any time. Thanks to Adam Britten!


AdamBritten: Just made a Google Doc for us to compile a reading list, please contribute! http://tinyurl.com/4nyvpgx



Q1. Before we get to specific books..how do you fit in time to read books? And do you prefer e-readers or paper books?

JamesVKautz: I read on the bus, which gives me 1.5 hrs each day. Still using paper, but starting to consider a Kindle.

mhandy1: e-reader all the way… most people watch TV.. cut that out read or ship instead

SocialMedBtrfly: If I can get through my Google reader stuff, I’m stoked, BUT I like the occasional brain-candy book on my iPad

JennaLanger: I’m a big fan of audio books, and still reading those old paper ones in bed 🙂 Might have more dig options if i had a table

jackieadkins: I’m still 100% paper books. I look at a computer most of the day, so it’s kind of nice to have an actual book instead.

ahvance: You can always make time to read, especially if it’s to help you be a more valuable #cmgr. Lunchbreaks, just before bed – in line!

pushingvision: I take books to places I’ll have to wait. (I read 1/2 of Unmarketing at hairdresser). I still prefer paper books

THO_R: I read books to keep my skills current during my job hunt, usually before bed, sometimes as a break from screens

JPedde: Would be great if publishers/sellers bundled. I want a PDF for on the go, book for around the house/shelf

KellyLux: Interesting how many #CMs like paper books…apparently due to the amount of time we spend in front of a screen.

jackieadkins: I do think digital books have a lot of room for advancement that could convince me to read that way more often…


Q2. What books have you read in the last 6 mos. that you would HIGHLY recommend?

JamesVKautz: Enjoyed Unmarketing, but moreso Trust Agents. Both vital reads for a cmgr.

AdamBritten: Definitely ‘Customer Service: New Rules for a Social Media World’ by @petershankman.

AskTim: Non-fiction: The Big Short by Michael Lewis. 4-Hour Workweek by Timothy Ferris.

mhandy1: “Linchpin” was also awesome, so was “switch”, I always swear by :made to stick”

evanhamilton: I re-read this so damn often: Made to Stick. GET THIS BOOK. Your ability to write convincingly will increase tenfold.

scottcowley: Just finished “Influence” by Cialdini. Studying human behavior is the best foundation for social media. Awesome book.

Fisherish: I just finish reading Enterprise Social Technology, not yr normall twitter, fb book  http://amzn.to/gq7Uen

evanhamilton: Also, the Zappos book is great and if you do/want to do public speaking, Confessions of a Public Speaker is very useful.

JennaLanger: I’ve been working through Keith Ferrazzi’s books…while it seems like a lot of common sense, it’s good biz dev advice

RachelYeomans: The Chaos Scenario is one worth reading – state of the media & new media – a bit ego-centric but the point comes across

JPedde: I really liked “Success Secrets of the Social Media Marketing Superstars” Lots of short stories by “the greats”

mhandy1: Graceonmics is a book i really enjoyed, some good philosophies for Social Media http://amzn.to/hQfCeJ

Fisherish: not a #SM book but #REWORK is highly recommended reading for any1 in web 2.0

AskTim: I have Freakonomics on my to-read list. I also want to read one titled Poplorica, which I think deals with fads and fashions.


Q3: How do you balance reading books for fun vs. books for work? What’s the next book you’re going to read?

KellyLux: 1st I have to find the time to read ANY book. But I want to read ‘Life’ by Keith Richards.

jackieadkins: I typically have one “fun” and one “biz” book going at the same time. I read fun ones much quicker.

greghollings: I tend to refer to sections of “work” books at any given time. Brian Solis’ Engage is next on my list

pushingvision: Even when I read things “for work” they’re also for me. I’m always reading something.

JennaLanger: Now we’re talking…time to check 7books.com via @_brittastick & goodreads.com via @sue_anne,


Q4: What are some of the lessons from books you’ve adapted to real life situations?

RachelYeomans: From the book ‘Power of Small’ – the importance of the phrase “Thank you!”

pushingvision: Analyzing coworkers based on their desks, ala Snoop. 😉

mhandy1: The entire foundation for Social Media research I use daily is built from Groundswell and Click.

JamesVKautz: From “Switch” I’ve applied a lot of methods to motivate elephants.

jackieadkins: From ‘The Art of War’: I learned how to literally crush your competition 🙂

jackieadkins: From ‘The Big Short’ I learned inefficiencies in an industry present opportunity for those smart enough to recognize them


Q5: Post a pic of your ‘book pile’ if you have one nearby

JPedde: Book “pile” 1 of 3 #cmgrchat http://twitpic.com/42zuvm

evanhamilton: My crazy book pile on my crazy desk. 🙂 http://bit.ly/fnT4bJ

pushingvision:I combined 2 piles, but have another shelf here at work. I have about 8 full bookshelves at home. http://twitpic.com/42zw06

AskTim: Book pile 1 #cmgrchat #TwitPict http://twitpic.com/4301wi Book pile 2 #cmgrchat #TwitPict http://twitpic.com/43023x

JamieXML: If I only get one community mgmt book, it’s Art of Community http://www.jonobacon.org/ http://twitpic.com/430b0o


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


2/16 – Conferences February 17, 2011

With SXSWi just around the corner, we decided to tackle the topic of conferences – everything that goes along with the pre, during, and post activities.  What was most interesting to me, was all the little tips all of these seasoned community manager conference goers had!  A fun idea to host a Community Manager conference came out of the chat too…  definitely a project to consider for the future!


Q1 GO: We know about Blogworld & SXSWi, but what are some other conferences you’ve been to/want to go to/recommend?

JPedde I would love to attend one of @JakRose‘s Social Fresh Conferences

rhogroupee I’d love to go to Social Media & Community 2.0 in Boston…too $$$$ tho

evanhamilton Community Leadership Summit (CLS) and CLS West are fantastic unconferences for us community types

tmonhollon Local and regional events are always good for networking. And some AMA, PRSA, IABC chapters have conferences too

carleemallard I’d like to go to @Internet_Summit @socialfresh and #CES too!

timbursch Hope to go to Community Leadership Summit: http://bit.ly/hQOVh4

THO_R:  Met some great folks @PivotCon (@briansolis involved this yr) & I love what @jeffpulver does with #140conf

tmonhollon Last year I went to an #OptSum that was in Dallas. Featured @briansolis @jasonfalls and others http://optimizationsummits.com/

pjmattson Headed to Radian6: Engage 2011 http://bit.ly/cZxZUk

amirad I only go to conferences that are relevant. I have to be able to find value in the ppl attending. Many R locally

marnysmith Link for the Spark & Hustle conference organized by Women For Hire CEO Tory Johnson http://sparkandhustle.com/conferences/

KellyLux If you have a chance to attend Social Media Week next year, I would strongly encourage u to attend, the one in NYC was fantastic!

kristinabobski I encourage everyone in the midwest to go #FMW11 http://www.futuremidwest.com/ digital marketing and PR w/social focus


Q2) How do you prepare for heading to a large conference? How have you managed requests to help out/speak?

carleemallard I’ve created a twitter list of everyone I might want to meet at the conference ahead of time & add new ppl periodically

tmonhollon Plan head: What to take, what sessions to attend, who to meet. Be flexible

tmonhollon Try to meet 5 of each type of contact: Aspirational, Peer, & Student. Microcelebs are great, but other contacts are powerful too!

rhogroupee I also like to start thinking of good questions for panelists/speakers beforehand…

KellyLux I like to set up some meetings with people who I know are going to be there. That way, I know I won’t miss the opportunity.

marnysmith Before I go to a conference I always stock up on business cards, you always want to have enough

Ruckus Going to a conference you should probably have @Hashable on your phone!

amirad If I dnt think I will have enough cards, I bring company stickers and write my info on the back 🙂


Q3. What do you do post conference? How do you maximize your time spent and connections made?

7Huck: Totally write notes on your follow up stack, super handy weeks later

mor_trisha Post conference, I review the tweets I made during conf and summarize

evanhamilton You’ve gotta follow up with people you met, beyond just a “nice to meet you”. If you really like ’em, start a dialog.

timbursch Follow up with connections (lots of emails) and follow through on ideas/learnings

THO_R Post conf., milk that event hashtag for all it’s worth. Post relevant links and try to keep active year-round

gilmoreglobal I always try to snap a lot of pictures and then I have something valuable to share with the contacts Ive made

tmonhollon Oh, and my BIG secret for networking at tech conferences? Take a power strip. You’ll make friends for life!

muruganpandian Do you surprise them and send a non-social media message? Example post cards.

AdamBritten: You think it smart to make a new avatar for what you look like that day?


Q4: How do u ensure that when ur enjoying urself @ a conf & juggling accts, a @RedCross tweet doesn’t happen?

nickcicero Use multiple Twitter programs. My timelines look totally different.

tmonhollon Also, @Hootsuite suggested adding “buffer” accounts between your personal and big brand accts to avoid an “oops” Tweet like this

gilmoreglobal HAHAHA! I tweet from my Blackberry and my accounts are very obviously colour coded! No #redCrossTweets here!

kristinabobski I am extra extra careful now! Use two different platforms when tweeting from my iphone.

DanKlamm I think the accidental tweet shows some humanity behind the brand. People make mistakes. Not a big deal.

THO_R To avoid accidental tweets, spend 2x the time editing as you did writing


Thanks to all who participated! If you would like to see the entire transcript, please contact Jenn to have it emailed to you. (WTHashtag decided to eat the transcript).  Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


1/26/11 – Community Management’s Return on Investment February 9, 2011

We had a really active discussion in #CmgrChat this week about that hot button issue – Return on Investment.  How do companies justify the community manager salary?  What value are CMs bringing to the table?  How can you get more CMs at your company?  Is it just a buzzword?

There was a slight issue with wthashtag.com as well, so this is the only place you’ll be able to find the summary.  However, if you would like the actual transcript emailed to you,  get in touch with Jenn and she can make that happen.


Q1) How much is your org/co focused on ROI from your work? How do you think that might change going forward?

Bsimi Tough question because first you have to define ‘ROI’ is it $, Community, Awareness… ROI has to, in some form be a goal.

artscmgr As a non-profit our goals are to connect, create local industry visiblity & promote the work of our members. Our ROI isnt $ based

mhandy1: ROI should always be a factor, but the return could be customer satisfaction, frequency among other things

evanhamilton Customer satisfaction is a return on investment – happy customers spend more

evanhamilton: Signups. $. There are just various ways we get to those: share of voice, engagement, evangelism

gilmoreglobal We have 2 objectives; visibility/engagement & sales. Right now we are focusing on visibility but sales will become important.

tgrevatt Also hard to attach $ value to but community is super for product feedback/dev ideas.

MassMarotta It would be nice to tie it to a dollar amount…more about exposing customer successes and increasing customer sat/loyalty

katieblaine Now we are focusing on the feed back and interaction w/ our followers more than ROI. figuring out how to best ingage them

blaisegv Having said that, I an think of plenty of ways a community can SAVE money, which is an often overlooked ROI 🙂

gilmoreglobal To calculate ROI we would need to know the cost (time, resources) and value (sales potential, retention)

StarAasved Best ROI from my perspective – interactive community members.


Q2) What metrics are you using to measure ROI? Do you find they are an accurate measurement?

Bsimi It gets tricky depending on business, me, in hotels and F&B, we can track promo codes, events…

Bsimi Rooms booked with promo codes, foursquare check-ins then figure what our avg. guest spends, Event booking, web mentions

tmonhollon We do monthly tracking reports on lots of areas. Community & social engagement, traffic, SERPs, reputation, Klout scoresetc.

evanhamilton Share of Voice – inaccurate but key. Conversion rate from blog visitors to signups – very accurate. # of evangelists – hard.

gilmoreglobal Measures: Leads, sales, followers, lists, Klout, Tweetlevel, Twitter grader, Likes (fb), Linkedin Followers, Aboutme clicks… (cont) Google impressions, actions, Flickr views, comments, Quora followers.. Im happy right now as long as they are going up!

blaisegv If a social media platform, I’d look at attrition and reach, as well as conversions. If internal community, depends on purpose.

susieques Even nonprofits have goals (sometimes hidden) to see $ from sm. The measure for us is engaging membership=renew + attend mtgs


Q3: Is ROI expected long or short term at your co? How do you report your findings?

40deuce ROI should be expected in long term and short term goals (although long term are easier to prove

Bsimi A lot of short term benchmarks all leading to long term goals. Digital media is not going away. Long term relationships WIN

tmonhollon Both. We look at how tactics affect in micro, and watch bigger trends to see cumulative affects over time.

aleveland Weekly share-out meeting to share findings from topics discussed that week. For MKTG, R&D, Insights attendees

Bsimi Thats why its a long term people biz, This IS NOT an instant gratification strategy.


Q4) What results of a positive ROI would you like to see? More resources dedicated to CM? Pay Raise?

StarAasved Job security is number one for me!

mhandy1 Pay for CMGR’s needs to increase also general team size. A CSO should become standard with multi-dept integration

evanhamilton More resources, less scrambling for me. Raises are nice, but job security and a sense of accomplishment are nicer

evanhamilton And the opportunity to try new things, instead of continuing to tweak the old ones.

JamesVKautz I would like to see SM removed from the corporate test tube and become a part of ‘normal’ biz for *.* in co.

tmonhollon Better organizational integration is one. Resources is another. And the freedom/trust to innovate as you go!


Thanks to all who participated! If you would like to see the entire transcript, please contact Jenn to have it emailed to you. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


2/2/11 – Health & Wellness February 3, 2011

We had a pretty great chat this week about a community manager’s health & wellness routine.  A lot of us spend an absurd amount of time in front of the computer and sitting on our butts and are always connected.  We work crazy hours, and we eat bad foods because we’re always on the go – and all of that is a recipe for disaster.   We’re into the second month of the new year and while we’re way past resolutions, it’s good to keep going on the health front all year long.

Or Maybe we should all buy these: http://bit.ly/gP3TRP Exercise office chairs.  Or these? http://bit.ly/f0RlUp


**Before I go on with the tweets, I would like to point out that this chat has been an amazing place for community managers to come and talk about their experiences and share their opinions on what makes them good at their jobs.  Since its beginning in September, it has always been a pretty positive, funny place to be in for an hour a week, and there’s even the occasional snarky, sarcastic moment.    However – last week we had an instance of some negativity amongst two people and one person felt a little like this wasn’t a safe place and felt that they needed to leave the chat.    I’m happy to say that I’ve been in touch with both of the people involved and it ended well with apologies and thank yous all around.

I just want to make it clear though – Kelly and I don’t tolerate negativity.  We’re all out to help each other, network, and have a great time in this one hour chat.  Please don’t abuse it and make others feel as though they don’t belong.  Remember – community isn’t just something you do at your job, it’s something we take pride in 24 hours a day be it personally or professionally.


Q1) Since becoming a community manager have you managed to keep the same physical fitness routine?

digitalmention: Absolutely! I workout 4-6 days/week. But I’m smarter now about time – in & out in 1 hour. Intensity!

vargasl: Yes. I am a creature of routine. I do everything in the morning b/c day chgs at rapid pace. Elliptical & yoga every other day.

JennaLanger: Blocking off time is hard for me. I feel like I need at least 90 minutes to workout and shower, hard to fit in

katieblaine: Getting exercise clears the mind, helps you become more focused, have better ideas, feel good and you will be HAPPIER 🙂

elysa: I’d say fitness depends on in/out of office worker AND personality. I’ve done fairly good job keeping up with going to gym.

TeresaBasich: Part of struggle is my location and attachment to my gym. Including driving, showering, all that, takes 2-3 hours to work out.

tgrevatt: Switching off & getting to workout is made trickier by winter, gym fees etc. I use frnds on SM as motivators.

vargasl: I read a biz book on nook while on elliptical…working, but not “on.”


Q2: Does your schedule allow to take classes or join sports teams? Do you schedule in unwinding/disconnecting?

vargasl: No, I don’t have gym membership or take classes b/c of schedule. Travel too much. 😦

gilmoreglobal: Schedule could allow it but my addiction to my BlackBerry and Twitter interfere! 🙂

Triplyksis: I HAVE to schedule unwinding/disconnecting time or I won’t stop working in time to do it.

digitalmention: I don’t take any “official” classes or sports teams bc I don’t want to over commit. That’s also a part of health!


Q3) What do you do when you’re sick? Can you really take the day off?

AdamBritten: My last internship (which dealt with SM) allowed me to work from home when I was sick. Very convenient!

Triplyksis: It’s WFH=Work From Home. There are no days off or sick days. 😉

JamesVKautz: If I’m sick enough not to work, the community can tick on without me for a day. But I’d at least post a heads-up somewhere.

digitalmention: Sad, but no. I listen to my body, though. When I’m truly “out,” I rest – work – rest – work, etc.

SunnyinSyracuse: A student I know has 2 herniated discs from sitting too long at a desk (for seriously long hours)…core muscles were too weak!

AskTim: *Can* I? Sure I have almost 10 weeks of unused sick time. *Do* I? Not so much. Need to get over that.

rontoledo: On sick days I usually end up still working, just at home. With @loladogg on my lap.

JennaLanger: When you’re sick, stay home so you don’t get others sick! I’m still checking email and delegating though

rhogroupee: Last year, we gave everyone unlimited paid leave…haven’t looked back!

JPedde: If I’m sick & am able to think straight, I’ll work from home. If I’m on death’s door, all I’ll do is sleep & no work. Know limits


Q4. Have you noticed any ill effects from being constantly plugged in? (ie I have twitter dreams all the time)

JessicaRMurray: A few tips on Carpal Tunnel prevention. http://ow.ly/3P5Ta I have to pick up these wrist things too

JPedde: Sometimes I wake up in the middle of the night and want to check for @’s on my phone. (#addiction)

KellyLux: Yes, I wake up earlier and look at my phone..and go to bed later..because I can’t put it down…

SocialMedBtrfly: I fall asleep with my iPad by my side – scared I’ll roll over on it and Tweet accidentally


Q5. What are some things you’ll start doing better JUST FOR YOU after today’s little chat?

AdamBritten: Maybe I’ll put my phone away when I’m at the gym…maybe.

TeresaBasich: It’s up to us to constantly reinforce that need to sign off. All comes back to boundaries.

vargasl: I have to schedule time just for me and keep that time holy. To do something not related to work.

SocialMedBtrfly: I’m going to remember the European way – work to live, not live to work, & set expectations w/ managers 4 balance

pushingvision: I’m going to set reminders in my calendar to take a break — and eat lunch. Did it before and it worked, not sure why I stopped…


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!

Q2) Does your schedule allow to take classes or join sports teams? Do you schedule in unwinding/disconnecting?

1/19/11 – Klout & Online Influence January 21, 2011

Influence was a huge buzz word in 2010 and there’s no reason why it won’t continue to be a huge topic of conversation in 2011.   Measuring influence is not an easy task whether it takes place online or off and there is one company out there attempting to do its best and give all of us a starting point – Klout.  As Community Managers we are judged by our digital presence, we also need to find and identify the influencers in their industries, and hiring managers are starting to take notice of Klout scores – but should they?

We were very fortunate to have Megan Berry, the Marketing Manager from Klout, join us to answer questions we community managers had and let us know what we can all look forward to in the world of influence.   We had 813 tweets and 99 participants this week and were glad to have each and every one of you in another great discussion.


Q1 How do you define online influence? And do you think Klout is accurately measuring it?

40deuce: Online influence is the same as real life. It’s the ability to motivate someone to do/try/think about something

40deuce: On @klout, I think they have the right idea and the right intentions and they may be the best we have right now

Mitch_M: I define online inflluence based on how many people you actually reach that take action on what it is you do.

Mitch_M: part 2; No, I don’t think so at all.

meganberry: How do you define online influence? A: Here at Klout we believe influence is the ability to drive action

cochinealred: Influence is tricky… most “influential” peeps in my community don’t necessarily have soc. med experience or activity

JMattHicks: I feel like online influence is more about the power the can harness from your network as opposed to the sheer size/breadth of it.

ahvance: Online influence is the ability to drive a user to take action, whether this means a purchase or spreading the word to others

CallFireMktg: Online influence is tough, like real-life influence. Do pp believe u, do they talk @ u, do they like ur brand?

THO_R: Real influence isn’t just short-term (RTs in a day) but also long-term. Think of your 1st grade teacher

elysa: My short answer on influence – when you talk/tweet/post/share… people listen. that’s how you know you have some influence

Q2) What do you think about the recent changes/additions to Klout? Suggestions?

Mitch_M: Would be nice if blogs could be a part of that influence

rotolo: Klout scores began to seem very, um, odd as soon as the daily updates were added. A lot of “huh? how could that be?”

rotolo: There’s a lot of guessing about why your score changes. What am I doing right/wrong?

mhandy1: Score stability is probably a must from a user prospective… its frustrating to take a vaca & look less influential

KellyLux: It seems that most people’s scores increased after the switch to daily. Many more in the 50’s & 60’s that used to be in the 30’s

tgrevatt: I also see a lot of influence happening in forums, review sites – lots of expertise hangs out there, far more so than Tw/FB.

tmonhollon: Makes it feel like a moving target. If the number changes & is hard to understand, it’s not useful for me or for users.

blaisegv: Klout needs to start taking into account other social spaces such as forums and blogs at least, if not google as well

JPedde: One of my suggestions would be to have more about the person on the Klout Profile. Maybe a home base of SM Activity

MrShri: I like Amplification, Reach & Klout Achievement Badges

meganberry: We are looking into score stability and/or making it more clear why changes occur

meganberry: Klout’s goal is to include many more sources of influence. Blogging is one area we are looking at.

meganberry: Right now it’s based on personal profiles only, but we’re looking to add pages soon

meganberry: We’re working on building out a FAQ

Q3. What other measures of online influence have you used now or previously? Thoughts on those tools/comparison to Klout?

Mitch_M: I track traffic through sites like Alexa and look at my stats through Google Analytics for blogs & websites

tgrevatt: Some forums, review sites (Amazon) (& Quora) allow user rankings of quality of posters. Surely that is well tied to influence too.

Cision: Comprehensive list of influencer measurement tools – tried most of these out http://bit.ly/fLVVbm – all have good/bad points

mhandy1: The Edleman tool is interesting but the database on Klout is more robust.

pushingvision: Others used: Twitalyzer, Peer Index, Twitter Grader but I have to say I don’t really take any of them seriously

Q4. How can @klout best be utilized? Should it be considered when looking at job applicants?

40deuce: NO! Unless that job is to only be an influencer of 1 specific subject (and if that job exists… I’d like it please)..unless I already do?

cochinealred: As a part of the overall process maybe, but I don’t think it should be taken super seriously.

AskTim: Depends on the job. For a cmgr, I would think it’s very important. For a PR job, it should be 1 factor out of many.

tomfnet: Use Klout like Credit Score or Driving Record. A narrow snapshot that may or may not be relevant to person’s future.

CallFireMktg: For employer purposes, I think clout with a C is more important than Klout with a K, and much harder to gauge.

Mitch_M: I don’t think it’s a factor at all until all types of social media can be measured

meganberry: Had a great time joining u guys today, thx for letting me join to talk klout! Feel free to ping me with other qs


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!