aimClear® Search Marketing Blog

Jennifer Lopez. She might not have the most SEO-friendly full name, but she’s the coolest Jenny from the block as far as the search marketing industry is concerned. Known also by her byte-sized Twitter handle, @jennita, Jen is the Community Manager at SEOmoz, and a serious powerhouse in the realm of social media.

I met Jen at a search conference this past March in the Big Apple, and was immediately struck by killer CM instincts, down-to-earth nature, and infectious smile. On the advent of #SMX Advanced, aimClear had pleasure to share a casual Q&A with Ms. @jennita, who is set to speak at the Seattle-based summit on the intersection of Twitter and classic SEO. Read on for Jen’s two cents on community management– from crises to tools– as well as what SEOmoz’s Roger the Robot is really like… Read the rest of this entry »

Is your business listening and responding appropriately to those who reach out? Last February our post, 6 Superb First Social Media Tactics For Business caught some buzz and conversation. We discussed the importance of listening and offering unconditional service to new friends and customers, when they obviously seek to engage

The more I travel the world, broadcasting experiences as I go, the more this basic tenant resonates. I’m always surprised by who’s listening and who’s not.  In the last 36 hours, I’ve had revealing experiences with two iconic Minnesota brands, Mall Of America and Mayo Clinic, that illustrate this crucial social media fundamental splendidly. One brand got things really right, the other was not listening. No matter whether your customer’s channel of choice is Twitter, Facebook, YouTube, LinkedIn, or a lesser known community or forum, answering the call of users who want to engage is key. Read the rest of this entry »

Greetings, fellow Community Manager! How’s it hanging? Why the long face? Feeling beat up by the Facebook community you’ve built around your brand? Drowning in explosive comment threads that black-eye your business? Sore from the verbal spankings supposed “fans” have been serving up? Well, you’re in luck. This is the Community Manager’s Guide To Intra-Community Bloodshed, your ultimate resource for maintaining grace, professionalism, and healthy blood pressure in the wake of intra-community bloodshed.

So far in this series we’ve scoped out The Community Manager’s Dilemma Decoder Ring (one free in every box of CM Puffs), a how-to look at deciphering between a manageable social media conflict and a more serious, red-level social media crisis. We also explored the tactics for preparing for social media meltdowns, to help ensure smooth sailing when the social-seas get rough. This post will look at what to do when complaints, conflicts or crises crop on your brand’s Facebook Page, and it’s up to you to deal with them. Let’s get started. Welcome to Facebook Community Triage: Do’s & Do Not Do’s. Read the rest of this entry »

Welcome back, you winsome, worldly, and, let’s face it… possibly war-torn Community Manager, to the ultimate resource made especially for the tougher times on the job: The Community Manager’s Guide To Intra-Community Bloodshed. Last week, we tore open a box of Community Manager Puffs and dug deep for The Community Manager’s Dilemma Decoder Ring– a super useful tool for deciphering between a manageable social media conflict and a more serious, red-level social media crisis.

This week, we’re tackling ways to prep for potential fracas by establishing a Code of Conduct for your social community as well as a Crisis Protocol for your in-house team. Knowing what’s fair vs. foul, and having a solid plan of attack just in case are two surefire ways to not only lower your blood pressure, but make for smooth sailing in cyberspace. So whether you’re a newbie on the CM social frontier, looking to sharpen your crowd control  samurai sword set chops, eager to batten down the hatches before the snot hits the fan, or recently recovering from intra-community bloodshed, saddle up and let’s march onward. This is Cover Your Assets: How To Prepare For Social Community Meltdowns, Facebook edition. Read the rest of this entry »