Community Managers from brands, agencies, professional organizations and more meetup periodically in New York City to network IRL and benefit from one another’s experiences—the good and bad. It’s a great way to share new knowledge and bond over common experiences.
This week, the #CMmeetup group gathered for a panel discussion on The Dark Side of Social Media. And here are the takeaways:
- “Leverage your personal social capital only for your own creations.”
You may be the author of the latest viral social campaign. And of course, you work with a brand you believe in. “That doesn’t mean you should invest personal social capital to ensure the campaign’s success,” says Savannah Peterson, Global Community Manager at Shapeways, the 3D printing marketplace. - “Be open and honest about why you can’t be open and honest.”
When matters of privacy and legal concerns restrict how much a brand can share with fans and followers, share that fact with them instead. Honesty is really the best policy. “Be sincere, and also let them know what steps your team is taking to correct the concern or improve service,” advises Morgan Johnston, Corporate Communications Manager and Social Strategist for JetBlue Airways. - “Have fun with harmless mockery.”
Every brand gets made fun of; learn to roll with it. “When no one gets hurt and the teasing is in good fun, it can be a chance to show that the brand has a sense of humor and to engage in a bit of frivolity,” says Jeff Ramos, Community Manager with MKG. - “Behind every tool is a person.”
“Egregious mistakes cannot justifiably be attributed to a glitch or a platform error. People create and post content,” confirms Evan Watkins, Community Manager at MRY. The upshot: take time to make good choices because, in the end, you’re personally responsible.
Wish you’d been there to learn from the pros? Here’s a video of the lively panel discussion!
Featured image courtesy MKG.
