If you glance across your office, you might see your company’s Community Manager tapping away at their keyboard.
Maybe they’re writing a new blog post, posting an item on Facebook, or perhaps they’re shopping for sweet new socks. It looks like they’re not doing much, but Community Managers have more customer interactions in an hour than most other employees have in a day.
Sarah Dawley, Social Marketing Manager at Music & Entertainment Channels for Bell Media describes how listening on social media and handing out water bottles makes all the difference for Much fans.
It’s okay to smile at other human beings.
— SΛRΛH DΛWLEY (@sarahdawley) April 22, 2014
Ask a Belieber if they’d rather have a retweet from their idol or his autograph, and the answer might surprise you. Our audience has taught us that acknowledgement and engagement are among the most powerful forms of social currency.
As a television channel, our social platforms give us the opportunity to extend our brands and programming beyond the linear broadcast, creating a two-way relationship between us and our viewers. Sometimes that means popping out from behind the curtain (or screen, rather).
Every year hundreds of fans lineup around Much HQ to get MMVA wristbands, sometimes waiting in the scorching sun and sleeping on the street. On more than one occasion, our team has seen tweets from the lineup that has led us to go personally charge cell phones, drop off water, or simply swing by to say hello and hang out (IRL).
We’ve built legions of loyal followers across the country that we engage with on a weekly basis, live-tweeting with them every evening as they watch our shows. Because in this environment, a retweet means “we hear you” and a follow means “you’re a part of us.” This is a community, after all, and we’re all watching together.
Community Management Conference CM1 is May 22, 2014 in Toronto.