Media Trust – Managing Social Media

I’ve been a wee bit cheeky and broken a rule of social media – being topical and timely – by only blogging about this even three days after it happened, but in my defence I did tweet throughout! We were unable to attend the whole event, which featured the following line-up:

Chair – Daren Forsyth, former Director of Innovation and New Media, Media Trust / BBC

Michael Waugaman (Consultant) – Seeding, growing and managing a community

Jasmine McGarr (Tempero) – Voice of moderation: safety and reputation management

Dean Russell (Precedent) – An overview of third sector social networking

As well as a case study from us, and the chance to be in the second Q&A session. J presented, overcoming her nerves, and I piped up in the Q&A since many of the questions were from people wanting to know about the everyday nuts and bolts. We were lucky enough to see Dean Russell’s presentation; lucky because he speaks an awful lot of common sense about how to start, which websites to consider, how to gain internal buy in and the ‘voice’ you should be trying to project. Luckily, he likes Dogs Trust – I beamed when he said he really enjoyed following us on Twitter because of our good professional / personal balance of tweets.

As is often the case with these events, the Q&A gets to the heart of the issues much more than the presentations, no matter how good they are. It is where the meat of the problem is finally chewed on, and I was asked one of the best questions I had been so far: “If you had to choose only two sites to focus on, which would they be?”. The woman in question had very little time or resource. I said Twitter and Facebook because you can achieve the most on these two with the least amount of time; we’ve just rehomed a second dog thanks to Twitter conversations, and in a year 40,000 people have amassed on Facebook, which makes it easy to send out updates to a lot of people quickly. But it was definitely an interesting question, and one that I hadn’t been asked before.

Then I was asked the other question – “do you think your job will be the same in 3-6 months time?”. The way it was asked, it was very clear that what was meant was “isn’t your job just a bit made up and a fad?”. Perhaps it would be if all I did was specialise in very specific community moderation, but I am involved in all aspects of digital marketing. Right now we’re looking into integrated online and offline campaigns, for example. I replied “probably not, but I’m alright with that,” and went on to explain how to me, social media is just another form of traditional, good old-fashioned customer service and marketing. I have found that my particular skills lend themselves to the online world more than the offline, but the end result is still the same.

I’m just a writer who has a knack for online customer service, and forming relationships. Nothing strange, shortlived or particularly new about that, is there?

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2 responses to “Media Trust – Managing Social Media

  1. Hi Alexandra, I’m the one who asked the 2nd q’n, not so much b/c I think what we do is a fad, but b/c I wonder where the future will take us.

    I think it was @darenBBC who said the next thing to watch out for is all things mobile.

    I really liked your concept of social media being an extended form of customer service too.

    • Well, this is one of those instances when I’m really glad I was completely wrong – I’d been getting the question about ‘fads’ a lot recently and mis-read the way you asked! Sorry about that – my issue not yours, clearly!

      I thought Daren’s response was very interesting and valid, too. Until now, ‘mobile’ has been so much about generating donations through text which is expensive and not necessarily particularly efficient (unless you have the pull of Comic Relief). It’s great to be able to start thinking in terms of more information applications, browsing etc.

      Hope to see you at another event soon and chat properly. 🙂

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