Below is a special guest post by HootSuite Community Manager, Stephanie Wiriahardja. Stephanie runs the HootCampus Ambassador program for HootSuite which is a new initiative. Below is her post about a day in the life of a community manager for a social media management tool (among other things).
One of the questions I get asked the most as a Community Manager for a popular social media dashboard is "What's your day-to-day like?". I usually chuckle first before even attempting to put into words what exactly I do and what's my day-to-day like. Everyday is different, but there are a number of projects I oversee that involve a heavy usage of social media.
If you peek at my HootSuite dashboard, you'll see that I manage 38 different Twitter accounts, 8 Facebook Pages, 6 LinkedIn Groups, and 2 Google+ Pages. It will be such a nightmare if I had to log in and out to each one. Lucky for me, I get to use my company's product, HootSuite, to reach out to HootSuite users and promote HootSuite. Yep, it's that meta! I have actually used HootSuite for 1.5 years before I joined the team in 2011, so I didn't have to make any radical adjustments to my social media practice.
Some of my all-time favourites features are:
Streams and tabs are the bread and butter of HootSuite and I could not imagine having to go to each account to search for something or tweet from it. I manage all 54 accounts at all times, which means I have listening streams that I organize to different tabs to help me monitor everything that is mentioned. Now that I have all my accounts connected in one dashboard, I can easily tweet or post from any of the accounts without the need to take a step back, log out, log back in, and try to remember what I wanted to tweet, or who I wanted to give a shout out to.
I must admit I am not the only one monitoring and managing all 54 accounts. I have my coworkers spread across many departments that also have access to these accounts, simply because the questions that we get from the users vary. For example, most of the mentions that our main Community team's Twitter handle, @HootClub, is about how cute our owl swags are. Once in awhile though, we get technical questions, affiliate-related, or hiring questions. Sure we can answer these, but would not it be better if we can assign someone else that is an expert in the topic to answer the question? Rather than emailing or pinging the person on chat to reply to a specific tweet, HootSuite has a built-in Assignment feature for its Pro and Enterprise users.
Last year alone, I help host over 110 HootUps (similar to TweetUps, but with HootSuite as the main topic of conversation) in 43 cities, in 18 countries. Sometimes it's difficult to sift through the dozens of HootSuite mentions, but with the geo-location search, I can filter to only the mentions and conversations happening at a set location. This way, I get to tweet the people who are actually around the area of where the HootUp will be held. I also use it to give me relevant updates and insights. For example, if there's an event happening in town, I can see who's talking about it so I can create an opportunity to connect with them before the event.
Serving 6+ million users worldwide is not easy, especially dealing with the different time zones. The scheduling feature on HootSuite is so helpful in making sure I tweet articles when the audience is awake and most active. This feature also helps in making sure there's always content going out, even when I am taking vacation or day off. However, don't mistaken this as your reason for not replying to any mentions. You are not a spam bot, so you have to show your followers that while you have content scheduled, you also engage with them.
So there they are, my top four favourite features of my favourite social media tool (slightly biased, but I swear I am telling the truth, only the truth, and nothing but the truth)! What sort of features do you need the most to be more efficient? Leave a comment below or tweet me at @stephawie. I'd like to hear them!
If you are interested in being a guest blogger please email me at firstname.lastname@example.org.
This blog is all about social media. I hope to offer tips, tricks, advice and more on using social media within international education and international travel.