When I found out I was going to be a mom, the idea of that serving me well in my career did not cross my mind.  Actually, I was thinking a lot more about who really thought I was equipped enough to handle being responsible to keep someone else alive.  I was hardly feeling confident taking care of myself in the real world at that point in my life.  Although it hasn’t made getting my work done any easier, being a mom has served me well in my work.  I’ve learned more about patience, what is really important, and how to multitask in the past three years than I had in the nearly thirty before it.

Motherhood and community management.  Who would think they’d have so much in common?  Oddly enough, being a parent and being a community manager share more than a few similarities.  Here are a few that really stand out:

1. Someone is always hollering, crying, or whining.  The more quickly you can identify the cause of the noise and turn the situation around, the better it is for everyone.  Please note: the crying is not always from your community.  It’s perfectly normal to find yourself hiding in your bedroom closet with a chocolate bar in one hand and a sippy cup full of wine in the other.  Right?
2. You do not have all of the answers.  You never will.  That is perfectly okay.  A great attitude and a willingness to learn will get you far. 
3. You spend an inordinate amount of time talking without being heard.  You pour your heart into creating awesomeness – whether that be a tiny little person or promoting a great company.  Often, you find yourself saying the same things over and over.   Those statements may include such gems as “don’t ride the dog” or “monitor your reputation online so that you know what is being said about you”.  Either way, you’re lucky if half of your audience is paying attention a quarter of the time.
4. “Did that just happen?” is a question that you frequently find yourself asking.  A crazy scandal breaks about a squeaky-clean CEO, a toddler tears through the living room with no pants on, an employee goes berserk on a customer, a tiny version of you kicks and screams over nothing at all.  You just never know what you may witness on a day to day basis.
5. Someone always has an urgent need.  Potty! Tweet! Phone call, now! Juice on the floor!  It often seems that everyone around you needs something right away, and they need you to make it happen.  The ability to multitask serves you well.
6. If you do your job well, people will ask when they can expect to see more from you.  Great content, awesome kiddos, whatever.
7. At the end of a rough day, you’d do anything for a strong drink and a long nap.  At the end of a great day, you are on top of the world.
8. They can smell fear.  Don’t ever let children or the people on the other side of your computer screen see you sweat, they will eat you alive.  Keeping your cool is imperative both in parenting and in social media management.
9. You often end up learning just as much as you teach.  Communities and children alike have an amazing way of turning their teacher into the student.  Surrounding yourself with brilliant people, be it your kids or your community, you will find yourself learning amazing new things every day.
10. It’s not a job, it’s a lifestyle.  You love what you do.  You think about it even when you’re somewhere else, you talk about it to anyone who will listen, and you keep going back for more.  Even in the toughest, most stressful sleep-deprived moments, you know you wouldn’t change what you’re doing for anything.  (well, except maybe that nap…)

Community management is a relatively new role in the ever-evolving world of the web.  In fact, when doing research for this article, the definition of community management had a lot more to do with real estate and apartment buildings than social media and the Internet.  In this ever-evolving space, how do we know what it is we are supposed to be doing, let alone how we can do it better?  With a bit of trial and error, and a whole lot of energy and love for the game, we’ve come up with a few key elements that make up a great community manager:

• the ability to sense a shift in the force. Not that force, silly.  Changes in the energy or vibes that members of the community put off should not be brushed off.  The best communities are positive, have a sense of trust, and include a group of members that want to be a part of that community.  One or two trolls can upset the balance quickly, and an effective community manager needs to be ready to keep things positive and constructive.
• great people skills.  The famous ‘dealing with the engineers so the customers don’t have to’ scene in Office Space probably rang true with just about anyone who has worked in technology.  Not that engineers don’t have great personalities, or that customers don’t know what to do with technical conversations, but there’s something to be said for a bit of finesse on both sides of the conversation.  Knowing who you’re working with, and how to speak with them can go very far in both achieving goals and conflict resolution.  Communication through a keyboard is not always as easy as face to face communication, and meanings can easily be confused or construed.  Being aware of who your audience is, and tailoring your communication style to them is an invaluable skill in any industry.
• evangelist level love. If you don’t support your business 100%, don’t bother.  A truly great community manager is fully invested in the company they work with.  Believing in what you do and loving your brand shines through in all aspects of work, but especially in online communities.  The best way to get your customers behind your brand is to show them how much you love it.
• adaptability.  In the ever-changing world of social media, the ability to adapt quickly and effectively is arguably one of the most critical skills one can possess.  Stuck in your ways?  Prepare to be passed by quickly.  You never know what  may be thrown your way, being able to react calmly and quickly to any situation is an invaluable skill.
• passion for knowledge.  As we have stated many times, social media is an ever-evolving world.  Community managers should have a love of learning and know that there will rarely be a day that they won’t learn something new.  Embracing this early is key.
• the ability to share the love. People love public recognition and knowing that their voices are being heard.  Using a platform to thank members of your community for sharing information or recommending your business promotes further sharing.  Making users feel special is one of the most effective ways of engaging your community and bringing people together.
• a whole lotta patience. Knowing when to jump into a conversation and when to stand back a bit, when to publish a post, and when to share information is not always easy.  Sometimes, holding off can pay off in a big way.  When someone badmouths your brand, seeing your community stand up and take action holds far more weight with potential customers and partners than watching you engage in battle to defend your name.  It will also make your heart swell, knowing that your community loves your brand as much as you do.  Knowing when to hold off on publishing content that you’re excited about is also a great skill. Your mind blowing piece on increasing your follower count may not be as well received on a day that it has to compete with other big news -whether that be industry news or national news, it’s imperative that you plan the best time for your content to shine.

Whether you’re managing a major brand or a home-based business, effective community management is critical to building and maintaining your brand.  What skills do you think make the best community managers?

We often speak with people that are comfortable with social media in general, but time and time again, we hear frustrations about LinkedIn.  This great infographic should shed a bit of light on the professional networking site for you.

Via: PowerFormula for Linkedin Success

You’ve probably heard by now, Beyonce performed at last week’s presidential inauguration.  I say performed, because she was accused of, and subsequently admitted to, lip syncing the national anthem.  Ms. Knowles has received quite a bit of flack for lip-syncing, and unless you’ve been living under a rock, you’ve likely heard about the incident or seen one of the many jokes flying around the social sites.  We’ve got to admit, she may have set herself up for those.

What people may not have seen coming, however, is how Beyonce handled the ridicule.  She didn’t hide, lie, or try to shift blame.  No, not even a little bit.  Instead, she walked up to the podium at a press conference for the upcoming Super Bowl (where she will be performing at half time) and belted out a very impressive rendition of the National Anthem.  A capella.  I don’t think anyone was doubting her vocal abilities after that impromptu performance.

Yeah.

So why did she lip sync at the inauguration? ”I did not have time to rehearse with the orchestra,” said the singer. “Due to no proper sound check, I did not feel comfortable taking a risk. It was about the president and the inauguration, and I wanted to make him and my country proud, so I decided to sing along with my pre-recorded track, which is very common in the music industry. And I’m very proud of my performance.”

What about the Super Bowl, will she pull something out of the archives on Sunday? Nope.  Beyonce says she’ll ”absolutely be singing live” for the event’s halftime show.  A halftime show that is currently reported to be garnering more interest (and projected viewers) than the actual game, which is a first for the big game.  Some are even saying that more viewers will tune in for this year’s halftime show than the estimated 112 million that tuned in to see Madonna last year.  Madonna’s music sales tripled after last year’s performance, a bonus that we likely won’t hear Beyonce complaining about.  It makes you wonder a bit, did she plan the inauguration controversy to ramp up interest before her halftime show this weekend and subsequent tour that she’s launching this spring?  Or did her genuine response to the criticism just happen to work out in her favor?

Lately, there have been many photos circulating throughout the social sites showing fed up parents using bold public punishments for their children.   If a child makes a bad decision these days, they not only have to worry about their legal record following them around now, but also their social media history.  From more mild classified ads…

…to public humiliation…

…to flat out criminal accusations, complete with horrible grammar…

…parents all over are taking to the streets (or social media) to test out creative consequences on their children. I’ve seen many people commend these parents for calling out their kids and forcing them to recognize their errors, while some people say these punishments are too harsh.  My concern is less immediate and more about the future.  In several years, when these kids are trying to get jobs or applying to colleges, what happens when someone recognizes them as that kid they saw holding the sign claiming that they’re a thief?  If I were to venture a guess, I’d say not many employers are going to want to take that risk.

So what do you think?  Is this a great parenting tactic, or are they setting their kids up for failure down the line?  Is it appropriate in some instances, like the ones above that don’t show the children’s faces or mention their names, but not in the last image showing the child’s face?  Is branding someone as a thief or a troublemaker early in life going to stick with them for years to come?  Does it matter at all?

Why some business representatives think that trashing the competition is the quickest way to the top is beyond us here at Trackur, but more and more are doing it online every day.  Whether it be review sites, blogs, or even Facebook – it seems that no one is safe from the fake reviews or comments these days.

Let me be frank here for a moment.  This does NOT work.  No matter how sneaky/tricky/brilliant you think you are with your made up review or comment, you’re not fooling many, if anyone.  Did you know that website owners can look up your IP address to see where your post is coming from?  You may think this is a good way to get a leg up on your competition, but really, it’s just making you look foolish.  Even if you get away with it for a while, when word gets out, you’ll just look silly at best.  Worst case scenario, you (and possibly your business) will be banned from the site that you’re posting to.

Let’s just all agree to stop doing this, alright?

I promise, going to your boss and having to explain that the reason your hotel is no longer listed on a popular travel site is because you logged in from work and posted fake negative reviews about your competition having a bed bug outbreak is not going to do you or your business any favors.  Posting numerous glowing reviews filled with marketing speak (panoramic views! well-appointed guest accommodations! luxurious linens!) in favor of your brand is also not working, so just stop, okay?

Have you ever heard the saying “Live in such a way that if anyone should speak badly of you, no one would believe it”?  This is a far better philosophy to follow than trying to undermine your competition.  In fact, if your competition is running their business this way, and you do try to trash them online, guess who ends up looking bad?  Hint: not them.

According to technology research firm Garnter, an estimated 10-15% of online reviews will be fake or paid for by 2014.  So, as a consumer, how do you pick out the real from the fabricated?  Here are a few tips:

• Pay Attention – As a consumer or a site owner, take notice of someone posting multiple reviews in a short amount of time, especially if they’re obviously favorable or negative towards a specific product or business.  For site owners, take a look at where a review is coming from.  The same town as your client’s hotel?  This may be a competitor, not a past guest.
• Look At The Date – If a review is published before the product being reviewed is released, it is likely not authentic.
• Check Out Other Reviews – On sites like Amazon, Yelp or TripAdvisor, take a look at the user’s profile and read other reviews that they’ve posted.  If their only reviews are praise for one particular place or product, or complaints about a particular place or product, they’re likely untrue.
• Be Cautious of Black and White – If a review is all positive or all negative, take a good look at what it says.  Often, especially with consumer products, people will find pros and cons in just about anything.  If the review is filled with nothing but glowing praise or complete hatred, it may be worth a closer look.
• Look At The Lingo – Keep an eye out for industry specific terms that the average reviewer would not likely use.  Most restaurant guests are not going to mention “delectable cuisine” when talking about their favorite restaurant.
• Watch Out For Customerjacking – We’ve all seen the “I tried this product, hated it, and promptly bought the {insert competitor product here} and I LOVE it! Go buy it here now for 20% off!” review.  Does anyone fall for this?  This also goes for reviewers who leave a link to their own site in their review.  Instant credibility loss, horrible link building tactic.
• Watch Out For The Crazies – Whether they write in all caps, use terrible grammar, swear frequently, or put seven exclamation points at the end of every sentence (or right smack in the middle for extra emphasis!!!!!!!) it is very hard to take these reviews seriously, let alone view them as credible.  Legit or not, you likely won’t buy what they’re selling.

With all of the review fraud out there, is it even worth checking out online reviews?  Fortunately, the answer is yes.  Many sites are working on cracking down on fraudulent reviews, due to the importance of legitimate reviews for local and online businesses.   Sites like Yelp, Google, and TripAdvisor continue to work on their fraud detection, even allowing other reviewers and businesses to submit questionable reviews to be moderated.  Yelp currently claims that a whopping 20% of reviews that are submitted to them are never published due to reviews not meeting their content guidelines.  What does this mean for your business?  Great things if you’re running your business properly.  Especially if your competition is not.

The well-run, honest business that is looking out for its customers is always going to come out ahead in the long run, so keep up the good work!

Have you been the victim of an attack from a not-so-reputable business? Check out our tips on reputation damage control.

A photo circulating around the social sites this past week has sparked outrage.  Social media site users, the media, and members of the military are demanding action – many requesting that the subject of the photo lose her job.

The photo in question is of Lindsey Stone, a 30 year old business traveler “joking around” at Arlington National Cemetery, right in front of the Tomb of the Unknown Soldier.  Stone’s co-worker snapped a photo of her pretending to shout and raising her middle finger next to a sign asking for both silence and respect:

Our apologies for the offensive nature of this image.

I’m guessing that Stone thought she was being funny, defying the sign.  What she likely didn’t think about, however, are all of those that she disrespected with her actions.  The soldiers buried at Arlington, the soldiers currently away from their families, any soldier – past or present, and all of their friends and families.  She likely didn’t think about all of our military members who will be spending the holidays away from their families this year in order to protect the very right that allows her to behave this way. She also probably did not think about the fact that this single moment in time could very likely cost Stone her job.

Stone was traveling for work.  She works for the LIFE organization, a non-profit that provides housing for people with disabilities around Cape Cod.  Although both Stone and her employer declined to comment, Stone did share on her Facebook page that she was not disrespecting the place she was in, she was merely ”challenging authority in general. Much like the pic posted the night before, of me smoking right next to a no smoking sign.” and LIFE issued the following statement: ”This photograph in no way reflects the opinions or values of the LIFE organization, which holds our nation’s veterans in the highest regard.”

The Old Guard, who is tasked with protecting the Tomb of the Unknowns, stated that Stone is entitled to her freedom of speech, and that her photo deserves no further comment.

I disagree.  Let’s talk about this one.  Does Stone deserve to lose her job?  She was traveling for work, and a coworker took the photo.  Are we blowing this out of proportion?

Rumor on the street is that Zynga banked on all eyes being on Apple today and fired over 100 employees during the Apple event in order to avoid bad press.

Games journalist Ian Miles Cheong  tweeted earlier: 

Attempts from a variety of media outlets to contact Zynga for confirmation have gone unanswered, but if their third quarter earnings are any indication, this news is not a big surprise.  Their stock is down from over $15 to about $2.

What do you think, good PR to keep the news from getting out too quickly, or a sneaky tactic to try and fly under the radar?

Concerned citizens may have gotten a bit more than they bargained for when calling to inquire about the meningitis outbreak stemming from contaminated steroid injections.

Florida Governor Rick Scott inadvertently gave the number to an adult phone service instead of the meningitis hotline that he intended during a press conference this past Tuesday.

Oops!  How’s that for a surprise?

Scott was trying to provide the contact info for the toll-free hotline, and mixed up a few numbers, a spokesman for Gov. Scott says.  Fortunately, his team was alerted quickly, and gave out the correct information shortly after the gaffe.

Everyone knows the value of a good reputation, so why are people so slow to manage their reputations online?  After all, whether you’re truly yourself, or if you’ve adopted an online persona, your reputation on the Internet is still an extension of your reputation.  Unfortunately, with the web still being a bit of the new Wild West in addition to the ever eye-roll-inducing keyboard muscle, people tend to forget that they are accountable for their actions while surfing the web.

How can people easily manage their reputation online without having to constantly think about it?  Pretty simply, actually.  Pending no major reputation crisis, simply manage your life online as you do in the real world.

• Get Involved in the Community – Twitter, Facebook, LinkedIn, blogging, whatever you choose, become a pillar of your online community.  Find out where  the big players in your industry are spending their time, and get involved.  Interact with customers, other businesses, industry pros, and people who just want to chat – you never know where your next great relationship may start out.
• If a Conflict Should Arise, Take it Outside – Just like you don’t want to have a screaming match in front of the guests at a cocktail party, you don’t want to engage in an argument on a public forum for all of your followers to see.  Treat your feeds, streams, and comments as if they were parties in your own home, and act accordingly.
• Be a Good Neighbor – Respect others in your industry, and lend a helping hand when needed.  Share links, comment on posts, and help keep the good ones around.  Remember, the reputation of your industry affects the reputation of your company.
• Curb Appeal is Important – Your home represents who you are as a family, your home page (and social media profile pages) represent your company.  Keep it clean and up to date to ensure you’re giving the best initial impression possible.
• Don’t Forget to Take Out the Trash – Unfortunately, along with keeping things running smoothly, there will always be a bit of waste that needs to be discarded.  Don’t be afraid to get rid of things that are keeping you from moving forward.  Whether it is old equipment, questionable vendors, incompatible clients, or unnecessary technology – there are things that may need to be removed from your life to make it easier.

Manage your online personal and business life just like your real-life personal and business life.  You’ll be on your way to a stellar reputation in no time!  (If you don’t do the things mentioned above in real life, you may want to take a look at your behavior both online AND offline. )