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Finding a great social media manager

by JimRaffel on January 26, 2012


I met her on Twitter. Okay, that’s not really fair since it’s Shelby’s line, but it’s the truth. If you’re looking for a top-shelf social media manager for your organization, start your search in the social media universe. I wasn’t looking for an expert. I was looking for a person who utilized social media the way I did – to communicate with people.

Social media is NOT social selling

When the time came to find a social media manager for ColorMetrix, the last thing I was looking for was someone who knew how to schedule broadcast tweets. If that had been what I’d wanted to do, I would have purchased ads in the few remaining print trade journals that still exist. What I was looking for was someone capable of holding conversations online with our customers and potential customers.

By conversations, I don’t mean answering questions about quality, price and delivery. I already know how to do that and most of the answers to those questions already exist on our website. No, I wanted someone who gave ColorMetrix a voice online. Sure, I had a strategy in mind; but I was looking for someone to blow holes in my strategy and thereby make it a better strategy.

We already know how to sell at ColorMetrix. What we needed help with was communicating, engaging and telling our story. That is the role of a social media manager.

Engage and tell the story

Anyone can schedule a tweet to promote products or new blog posts on your company blog. Not just anyone can track down a Twitter chat called #PrintChat and participate almost every Wednesday at 4 p.m. for a year straight. Not everyone can write a post about the 17 years she spent in the newspaper industry and spin it as a tale about the decline of color quality in that segment of the print industry.

Your social media manager will need to be on board with the company. I’m not in the camp that thinks your social media can be managed by an outside agency. Sure, Shelby is a 1099 contractor to ColorMetrix; but she does more than social media. She manages our trade show exhibits, our email marketing and even projects with some of our largest clients. She understands us and has her finger on the pulse of the company.

Clone yourself

If you’re the senior executive charged with finding a social media manager, look for someone like you. While Shelby and I don’t agree on everything (and have actually made a business out of that disagreement), we do see pretty much eye-to-eye on what a company’s social media presence should look like. You should be arguing the details – not the big picture – with your chosen individual. Also, you should be willing to trust them. I still see no value in our Facebook page, but Shelby insists it’s valuable. I’ll trust her until I have rock solid evidence to the contrary. Just as I trust my gut feelings, I need to be willing to trust hers as well.

That’s what it really comes down to: Trust your gut and then trust the gut feelings of the person you pick. You can’t do it all yourself and grow at the rate you want.

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Idea Germination – Birth of SheHe Media

by JimRaffel on January 13, 2012

image of plants sprouting
What’s an idea really worth? Honestly, it’s worth two cents or less; unless you are willing to incubate the idea and give it a chance to germinate. Then if the idea still has your interest and, more importantly, the interest of others, the idea might be worth a few bucks. Now are you ready to work your ass off? This will be the hardest part of converting that idea into dollars. You’re going to need to live and breathe the idea for a year or two to create real substantial and sustainable value. As usual, I’m racing ahead of myself in the story.

Back to the beginning

About a year ago, I agreed to be Shelby Sapusek’s first client as she left cubical nation and struck out on her own. Shelby started out providing social media management and other marketing-related support for my ColorMetrix business. ColorMetrix is a software developer serving primarily industrial clients like printers, packaging companies and large-scale prepress operations. That labels the marketing we do as “industrial marketing” in my book.

Shelby dove into the opportunity with amazing enthusiasm. We started by talking about the social media strategy I had created for ColorMetrix but had been unable to fully implement on my own. Working together, we further fleshed out the strategy and Shelby added her ideas to the mix. Then it was time to make it work and prove it out.

Proof is in the doing, not the talking

I often joke that a big part of my job is standing around and looking or sounding important. That’s sort of what you do when you are selling. You talk big and then hope or know that you can deliver on the big talk. Shelby takes a different approach. She just goes out there and does it.

As way or example, utilizing the ColorMetrix Twitter account she began participating in a Twitter chat called #PrintChat. She created a persona for the company with which people liked engaging and interacting. Over the course of a few months, I watched the company Twitter account transform from a static place holder on the internet to an interesting and engaging persona backed up mostly by Shelby and occasionally me. We created a voice in a place we never thought we could have a voice. We gathered hundreds of loyal fans (Twitter followers). They are more than followers, however, because we consider them friends and #PrintChat buddies.

The idea germinated without us noticing

Around the same time, Shelby and I began writing our “She Said, He Said” blog posts. In these posts, we pit our ideas and wits against each other weekly. The blog posts grew and resulted in the launch of a Twitter chat (#shehechat) that we now facilitate each Thursday evening at 8 p.m. CST. Suddenly, we realized we might have something. I asked a reluctant Shelby if she’d be interesting in trying to land speaking engagements to present a live format of our social media debate.

She said yes. In a matter of weeks, we had our first joint speaking gig at WordCamp Chicago. This wasn’t a bad first effort and people came up after our session asking questions. The combination of the writing, Twitter chat and speaking helped Shelby land some new clients for her business.

It was about this time that we realized our “She Said, He Sai project, which was started for fun, had grown into more than we ever planned. There was a business there and we just had chosen to somewhat ignore it.

Today we formally announce – SheHe Media

Starting today, instead of being bolted onto this blog, the “She Said, He Said” project gets its own home at SheHeMedia.com. Our “She Said, He Said” blog posts have all been transferred to that site. Our new posts will be published there and not here; although we’ll publish in both places for a few weeks to smooth out the transition.

You can hire us to help with social media engagement strategies to grow your business online. That’s the business model and  we’ll help you do what we’ve done together for ColorMetrix and a couple of other clients. You can hire us to speak at your events. You can also hire us to write for your publications or blogs. While we’ll write independent of each other, the speaking and consulting gigs are a package deal. You get both of us and that’s just the way we work.

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Why gathering meaningful customer survey results can be tricky

January 12, 2012

Businesses supposedly use surveys to improve their service and product offerings all the time. The question is just how accurate are these surveys? For example, an international hotel chain recently asked me to complete a survey about their frequent stayer program of which I am a member. Here’s an excerpt of that email request to [...]

How social media engagement wrote a blog post

January 6, 2012
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Every now and then, cool and amazing things happen when you least expect it. Earlier this week, I was having a conversation about politics with my friend Michael Josefowicz. Michael has retired from the graphic arts and printing industry, which I still call home. Our conversations are always spirited and respectful. Those conversations are pretty [...]

Is 2012 the year of social media fatigue? – Jim Says

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Yesterday, Shelby shared her thoughts on social media fatigue. Today, it’s my turn. This week, our #shehechat on Twitter will focus on this topic as well. The best way to prepare to join us at 8 p.m. CST tonight is by reading both this post and Shelby’s. My one word answer to the question in [...]

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When you own a business, have a successful blog and 4000+ followers on Twitter, folks ask you for help with their causes. The “asks” for help come in many forms but most often as direct messages or @ messages on Twitter asking to contribute and spread the word. While none of the requests are ignored, [...]

Our best three topics of 2011 – Jim Says

December 29, 2011
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This is our last She Said, He Said blog post series for 2011. Yesterday, Shelby looked back through our posts and picked three topics that she thought brought the best discussions this year. Now it’s my turn! This week, our #shehechat on Twitter will be an open mic night. We’ll discuss anything and everything in [...]

Twitter as a customer service venue

December 6, 2011
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Is Twitter a good venue for customer service? While I’ve seen it work, the problem is that if your non-social media customer service sucks, your social media customer service will just suck more. I’ve written about customer service before and the companies I’ve called out for poor customer service did so in both the traditional [...]

Curate your community – Jim Says

November 23, 2011
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This is another in our She Said, He Said blog series. Please note that, because of the Thanksgiving holiday here in the US, we will not be hosting #shehechat on Twitter tomorrow like normal. We will return next week at 8 p.m. CST Thursday. It occurred to Shelby and me that over the last nine [...]

G+ Brand & Business Pages – Jim Says

November 10, 2011
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For someone who had only had about 48 hours to work with Google+ pages, Shelby covered this topic well yesterday. Today I’ll focus on thoughts about the potential benefits and pitfalls of a business or brand having a Google+ Page. I’ll also share some basic getting started steps that worked for me. Also, at the [...]