Raphael Deeter

What is the best time to Tweet?

According to Lemon.ly and socialmouths.com this is not a one-size-fits-all kind of deal, which I agree with that! Most of us usually read our first Tweets early in the morning, but in the afternoon there’s always a lot of activity to measure too.

You may not agree entirely with this graph, depending on where you are and who are your followers. But it’s also very interesting measurement of how many tweets happen per second and an interesting chart on Tweet frequency by day of the week.

 

infographic created by Lemon.ly

Now, tell me, when is your best time to tweet? You can try out this great app When To Tweet, checks out your follower’s activity and when you should Tweet to optimize your reach. Or you can also try this: Tweet Reach measurea how many people really see your Tweets!

Hope you like today’s post!  You are welcome to share comment and contact me!

Keep up your PMA!

R. Deeter

The Social Media Strategist Infographic

Mashable has released a very nice infographic with the help of Voltier Creative, showing just what it takes to break in the market as a Social Media Strategist.

There are a couple of thing that you should keep in mind before taking a closer look at this infographic.

First thing is that 100% of all community managers and social media related workers have a Twitter account. So if you still don’t have one, you should stop reading and get one right away!

Be ready to make many changes to your routine, we are currently evolving on the fast track, and must be ready for new technologies and set to write Tweets, analyze metrics, manage teams of support and online campaigns, all the way to understand budgets and be smart on when to take risks.

Want to see what LinkedIn, job listings for positions in the field, and a report by Jeremiah Owyang of Altimeter Group found in the market?

My best luck to all!

Enjoy the infographic from Voltier Creative.

Have a great week and keep up the PMA.

R. Deeter

 

Zynga’s Call to Action Campaign

Zynga has recently upgraded not only the way they apply their communication but has also implemented a sequel to one of their franchise.

Zynga will release a 3D version of their famous Mafia Wars, which on its second version is using social media to promote and engage on early stage their fanatic gamers to start having fun before the game comes out, applying gamification to their Facebook fan page inviting fans to call friends to action!

They are giving In Game goods depending on how many Likes they get on the page!

This is not only making the company save money on Ads, but generating a fun and interactive environment with their fans, which equals fast growing + blogs writing about + fans going crazy on items! (These items will be release anyway at some point)

The page has 110,619 likes at this moment! Let’s keep up and see how it goes.  

Keep up your PMA and be creative!

Good weekend to everyone.

Community management for Dummies

 At this conference given by Laura Corvalán for the Social Media Week Buenos Aires, once again at Urban Station Downtown, on Thursday morning the main theme was Community Management for Dummies. Which first called my attention considering this event has been filled with people already working with Social Media. But considering that the lecture was given by Laura I did not think twice on being the first one there!

 I’ll not only leave it clear that I respect very much Laura’s work but I’ll let it speak for itself on her LinkedIn profile. She’s pretty much old school on this young area, and for that I pay attention to every word she says.

 But differently from the last posts, I’ll copycat Laura’s lecture and just mention some cases and try opening a discussion, hoping to have some replies on this matter. Remembering you can contact me via E-mail, Twitter, Facebook, Google+, LinkedIn or even with smoke signals!  Spanish, English or Portuguese!

  So, we analyzed different cases on Argentinian and Mexican brands when Twitter Followers and Facebook fans would write on their wall or mention them in order to receive explanations on poor product quality or just users trying to interact with the brands they love so much.

“The best way to troll that page where they just delete comments is to tag them in posts on Your wall” by @p0nja

Consumers from brands such as Activia, would write on the fan page asking for recommendations whether to have or not Activia when you suffering from stomachache. In this example the user made it VERY clear on what he/she had, and Activia Argentina did not contacted back this user.

 Such cases of Community Managers that “forget” to answer or misunderstand their followers or even get into discussions via open channels is still common to see every once in a while. Or cases such as the eight-year-old Harry Winsor that submitted a fan mail to Boeing, and received a form letter in return.

 In between several very interesting examples focused on Argentinian cases we had the chance to make questions and hear others opinions on similar situations.

 So I would like to ask you; How important it is for the Twitter account or fan Page that measures its fans/followers in Ks and that is generating content and suggesting constant interaction between fans and followers to answer a possible troll that is making your day a bit more difficult and only has about 10 to 30 Egg Heads following him on Twitter and about 10 to 20 beautiful white and blue default pictures on his/hers Facebook page?

 Should you erase comments or should every question be answered? 

 I would love to take a good, closer look at some other cases and open a wide discussion on this matter with some good examples to continue with this conversation.

Keep up the PMA and have a great day!

Attacks 2.0 Crisis Management on Social Media environment

On my second day running around Buenos Aires for the Social Media Week, listening to very interesting cases and making many interesting friends, I had on Wednesday morning a second lecture with Amalia Gerpe about how to deal with difficult situations on different social platforms and how to react to trolls and unhappy customers; With her was Rosario Bosca, both work at Quick-Media.com a digital agency, and they manage several different accounts from some important brands.

And here are some brief tips on their point of view when you find yourself on a difficult situation.

“You can’t buy a good reputation; it’s something you gain with time and good work”

The girls suggested that the company reputation it’s not owned by you or your coworkers, since the work provided it’s to and for the customer who generates your reputation depending on product quality and now days on social participation.

They showed us different case studies that I may have mentioned on previous post, or they will be mentioned on upcoming post. But besides their great knowledge and nice way of talking to all of us, they had some nice tips we should try keeping in mind when dealing with an unhappy customer or even when things get out of hand.

On a crisis there are a few steps that I hope you can be prepared when it happens (It WILL happen at some point).

 These are some characteristics of a communication crisis:

·         High Propagation Levels (Viralization of complaints);

·         Interference on the search results of your product;

·         It can be originated from different points at the same time;

·         It may occur at any given moment.

And here are some suggestions on how to react:

·         Immediately response to the situation

·         Make a crisis report to evaluate the impact during and after solution;

·         Monitor all channels for a better understanding;

·         And like the boy Scouts, always be prepared.

You may want to check out HowSocial.com for a better view of your product online reputation. 

Some other tips on how to react are:

Do not try to delete posts from “difficult” users.  You should be able to transform an uncomfortable situation on a happy customer. Besides, deleting a comment will only encourage other users to troll your page.

You must create and make good use of the filter we all got between our brain and what we say/type. Think carefully before answering your users and never forget to be very polite.  But don’t take too long, they might understand that as something very negative.

And, please don’t create fake users in order to promote a peaceful environment or a happy customer in the middle of chaos; The time spent on this and the energy sure will be most welcome in working the best way to solve issues between  your brand and your users/customers.

Well, like the previous posts, I try to be very brief concerning the amount of info posted. But I would be very happy if you guys would like to suggest any theme to go over! And give me some extra research or maybe something that I could be currently studying and could share with you all!

As you noticed on the last posts I’ve been trying to go over the main points on several different lectures that I am going for the Social Media Week in Buenos Aires. And till the end of the weekend I’ll just keep on posting a new topic per day!

So, hope you enjoying, and thank you very for taking the time to read me!

I would also like to thank all participants on the Social Media Week Buenos Aires for sharing with us their experiences and histories.

Social CRM, Monitoring and Customer Support on Social Networks

Last Tuesday I went on my 3^rd lecture on the Social Media Week Buenos Aires, this time given by Pablo Di Meglio, Social Media Coordinator at Latin3 and Vanessa Dibar, Social Media Analyst also from Latin3, . This really nice talk was on the new concept of Customer Support made on social platforms on a 24/7 basis.

We heard and talked about a few monitoring tools and seen a couple of nice examples. Considering the amount of material given and the universe we can hug on this very delicate matter, it was quite of a fast lecture, which went on for less than 2 hours.  I guess we were all a bit tired from a long day filled with so much information, so we all pretty much just listened to Pablo and Vanessa.

They started off giving us some very interesting growth numbers in Latin America; showing us that we already have 216 million users on social platforms, more than 100 million Facebook profiles and over 10 million Twitter accounts.

·         From January till June there were 25 million new Facebook profiles, showing a growth of 45%.

·         Brazil on the first month of Google+, kept the sixth place worldwide with 793,923 visitors from a total of 28 Million on just 33 days.

·         Another number that I really enjoyed seen it was the percentages of woman on the internet community of Brazil, which represents 58,7% of users time spent on social networks.

·         Also showed that 80% of the Internet community is active on a social network.

·         But there are numbers that I do not agree with when showed that Orkut from Google it’s on the third place. 40% of the Brazilian online community is connected through public connections on cafes.  Knowing the usually ComScore researches home and professional connections.

 Now, it is a fact that social networks changed the way we purchase, the way we complain, the way we thank, even how we socialize and keep track of our love ones.

      And Social CRM its showing that we can be better prepared for our consumers on a Twitter platform or Facebook.  Here in Argentina Bank of Galicia has implemented this year a team that is ready to answer any questions in less than 24 hours via Twitter. And they also let you know about upcoming promotions and interesting facts about how to manage your credit cards and bank account, always giving priority to your personal information safety.

With the revolution of Web 2.0 we generated the power to not only consume content but also to generate and even change the way news are televised.

In conclusion, I believe that besides monitoring and studying how consumers interact with their brands there is still a lot to understand on how to manage personal information and how to answer users on an open platform without causing problems for the brand neither for the consumer.

I’ll be posting more detailed information and case studies on how to apply Social CRM  on open platform and also will be giving some examples of free tool you may like to use.

Have a great day and keep up your PMA!

For more information on  Latin3 and Pablo Vanessa and Andrea I’ll leave down here the link to all their Twitters and  Web page.

 

Pablo Di Meglio

Social Media Coordinator at Latin3

Vanessa Dibar

Social Media Analyst at Latin3

Andrea Camacci

Social Media Analyst at Latin3

The Freelance Community Manager Backpack second part

Types of Community Managers

Following the last post I will continue about the types of Community Managers and give some insights about some points you must keep in mind when closing a deal with an agency or a brand.

But I would like to remember first that most of these tips are most likely to be applied when closing deals with small brands, like, restaurants, or local shops that would like to get started on the Web 2.0 world, and that’s why I mentioned it’s important to evangelize your contractor on the best possible ways to communicate online. There are several practices that we most always keep in mind, such as the 7 Cs

7C’s

Content

Care

Culture on web 2.0

Conversation

Creativity

Character

Continuous

Content

You must create enough content to keep your members/followers/fans (choose your pic) entertained at all time. But be careful not to over entertain them till the point they just stop following you are get tired of your unstoppable content deliver.

Care

Always listen to your community. They are the ones that will tell you if your product is malfunctioning or the quality is bellow expected. Make sure you become the bridge between your brand and your customers.

Culture 2.0

It’s important to keep up with new technologies and how platforms are evolving and generating a better work space for you.

Conversation

Don´t talk only about your brand/product all the time, create an environment where user can interact with the brand they love so much. Ask them how their weekend was for example.

Creativity

Be creative on the content you deliver and the way you do so! Show your community how fun it is to make part of this community.

Character

Show your community organization and respect, you must at least try to maintain control of the community for times when they might get to agitated.

Continuous

 All content released must be periodical, just like we know the news will be on TV at 8 pm every day, we as Community Managers must create new content on a daily/weekly basis, generating a continuous traffic to your fan page or platform used.

The Community Manager Profile should always be responsible, pro-active, autodidact, extremely organized and focused on details. And never forget to search your clients on Google, LinkedIn, Facebook, and any other network they might already be available for further information with who you will be working with or even what people might already be talking about your clients.

When closing the deal you must never forget  to go over a few points such as define which will be your responsibilities with the communicational plan, decide which will be your daily/weekly working hours and make a list of any external tools  and  any other expenses.

To close this post I think it’s interesting to give you a few tips on how to present your reports.

Show their growth on quantitative and qualitative analysis; be creative also on your reports. Use infographics and attractive ways to show the requested information; be real, and deliver the necessary and desired information always adding your own touch and proposing new measures and don ever forget your positive attitude! J

The Freelance Community Manager Backpack

The first conference I had the pleasure to hear on the Social Media Week Buenos Aires, was from Amalia Gerpe and Debora Lambrechts, both very experienced on Monitoring Communities and working on the field as Community Managers for quite some time now.

They made a very nice presentation on how to work independently here in Argentina on this field of Online Social Communication. All the way from which documentation you should have till how to deal with your clients.

But since I’m running to my next conference and chocking on a Big Mac, I’ll try to make myself very brief.     

Debora L. told us how she got started a few years back monitoring and keeping track of several game chat rooms and from there went all the way into the big agencies and kept working  as a freelancer for some extra experience and income.

And a good tip for our youngsters out there is, “just because you’re good surfing online doesn’t make you a Community Manager.”

So, what is that a Community Manager does?

Create and maintain all public profiles that the brand/product uses, such as Facebook, Twitter and many others that just might be where you will find your target consumer. And by that you must understand the company’s principals and desires of going online and also evangelize the contractor of how you believe it’s the best way to go with the communication you will be applying to their brand.

Also important to create a plan of how you will be applying the communication, if you will go with a “Call to Action” or just hunting for followers, or even if the plan is to go viral.

Another good point is to generate and maintain an open line of communication with your users.

 

And for last but no least on this first part always prepare a crisis communication plan, which I suggest you to develop while you are working on which content you will upload and how things might go wrong from there.

We also heard about the different Community Management profiles out there. But that part I’ll leave it for a next post, as well as the 7 Cs of a Community Manager and how to take the first steps depending if you client is represented by an agency or a brand.

Keep tuned for more info tonight!  

You speak Spanish and want to keep up with these girls, then go ahead and follow

Amalia Gerpe, @amigerpe and Debora Lambrechts, @Acila.

 

Social Media Week

This week starts the Social Media Week, in Beirut, Berlin, Bogotá, Buenos Aires, Chicago, Glasgow, Los Angeles, Milan, Moscow, Rio de Janeiro, São Paulo and Vancouver.

Here in Buenos Aires the agenda is full and our schedule tight. I’ll start right about 10 am now, and should be finishing off around 10 or 11 pm. So hope I can get plenty of info to share!

And before we get technical I wanted to share with all of you the visual, the colors and the possibilities of making it in your own way!

Create a visualization of your skills and work history in a trendy aesthetic and in an easy-to-scan format.  I present to you Cvgram.me

Integrate your LinkedIn profile and create a awesome looking résumé for a good start off!

This is all for this morning! Hope to be back with cool info tonight.

Have a great day and keep up your PMA!

R. Deeter

Hello World!

(I love how creating a blog makes you believe you are reaching the whole world just like that…)

I wanted to share some of the things I see around Internet, such as news, updates, new software, platforms and focus a bit on communication tools, SEO and the entire world that surrounds Web Communication, Social Media or Community Management.  As it fits better for each one of you. And trying to resurrect my “writing abilities”, and have fun with this blog.

Since a couple weeks writing here, I’ve seen a couple of interesting numbers grow. And I wanted to introduce myself properly, just so we can maybe be good friends! ;)

My name as you should probably now by now is Raphael Deeter; I am from Brasília, D.F., Brazil. (If you don’t know, that’s the Brazilian Capital) I’ve been living in Buenos Aires, Argentina for the last three and a half years. I’ve worked with different segments of Internet sales, support and all kinds of companies! Also worked at bars and cafes, did deliveries and was a waiter for a few times.

I came here to travel and have fun! And that’s what I am doing.  

 Since the beginning of the year I’ve been working at Vostu, a social gaming company for Brazil.  I am a social media analyst here and I make sure to understand how we grow on quantitative and qualitative analysis.

Besides my work I have a couple projects that I participate like Cvgram.me, CVT Art and a few clients here and there who I’m dedicated to create an online communication plan for their companies. 

And I am studying at Universidad de Palermo on a Community Management Executive Program and I came from studying at Underground, Escuela de Publicidad and “Escuelita”, Escuela Superior de de Creativos Publicitários. I also studied photography at Taller Escuela La Imagen. I did drop out from different schools of arts and also from an Administrative school back in Brazil.

 I guess I already did say a bunch, so feel free to contact me on Twitter, Facebook, LinkedIn or Google +.

Pretty soon I’ll be releasing my own domain and we’ll be able to keep up with news and more info.

Thanks for the time and attention!

PMA

 Best regards,

Raphael Deeter