When he’s not working behind the scenes for local theatre productions, sampling craft beers, or making GIFs, Andrew Cassel is the social media content strategist behind the University of Alaska Fairbanks’s intensely engaging social media accounts. He approaches his work with an unparalleled enthusiasm that is absolutely contagious. I recently asked him about how he manages his day-to-day work in the world of higher ed social media.Read More
GIFs are the lingua franca of Twitter. They can express complex ideas and emotions that can’t fit into a Tweet, create humor and levity, or add a personal touch to a reply. In higher education, we use them constantly to congratulate students when they’ve just been accepted, share the excitement of the school year starting, or wish students luck on final exams.
However, GIFs are not without their problems.Read More
Having worked as a social media manager for several years, I have handled my fair share of complaints; some reasonable, some ridiculous. For many, social media has become their go-to method for getting customer service and for good reason—it works. However, there are some tricks to getting your complaint resolved faster and with better results. Social media managers are only human, after all and not all complaints are handled equally. So here’s some advice from a social media manager who’s run accounts for several large organizations on how to get the best customer service on social media.Read More
Like most of us, I was upset by the news that Twitter is expanding the 140 character limit to 280. For years, I’ve enjoyed the brevity and cherished the crafting Tweets to have the maximum impact within the 140 character limit.However, looking at Twitter’s reasoning behind this decision, I think this is a great move. This is a decision based on data showing that Twitter users who Tweet in languages like Japanese, Korean, and Chinese Tweet more than those who Tweet in languages that use Roman characters. Essentially, because of the pictograph character base of the written languages of Japanese, Korean, and Chinese, these users can convey more information within the character limit.Read More
I’ve heard it said a thousand times. “It’s not perfect, but it’s good enough for social.”
This is often said when reviewing sub-par content that has no other place to go. Or maybe it’s said after taking an out of focus photo on the fly at an event before Tweeting it out to thousands of uninterested followers. The sad fact is a lot of people think that there is a low bar for content posted to social media. However, this is far from the truth as social media has matured and the quality of content from brands and media outlets has increased rapidly and dramatically. Blurry cell phone photos and shaky videos no longer cut it.
Social media is the voice of your brand, so why would you settle for anything less than excellent?Read More
If I told you that I had a job where I spoke to thousands of people everyday, handled crisis management, customer service, paid advertising, content strategy, and long list of other duties, you’d assume I was pretty high up in my organization, right? You’d ask my title expecting something high-level and when I said social media manager your perception would change. “Oh, I bet you have a lot of fun! Are you just starting with the company?” This is a sad fact of life for many social media managers and something the profession needs to overcome. Social media has matured and with it, so has the position of social media manager. However, it is often seen by most organizations as an entry-level position at best.Read More
Only other social media managers understand the life of a social media manager. You need a like-minded group that you can talk to, ask questions to, and provide support when the trolls get to be overwhelming. Find other social media managers in your field on Twitter and interact with them. Participate in a Twitter chat, ask questions of those you think are doing well, and give back to the community when you can. I also recommend joining a professional organization and attending conferences when you can. A strong community of support is vital.Read More
Listen, I know you mean it as a compliment and are trying to be nice when you call me a social media “guru.” And while I appreciate the gesture, the terms “guru,” “rock star,” “ninja,” etc are hurtful to my profession; a profession I work very hard at and in which I sometimes struggle to be taken seriously.Read More
“Could you please post this flyer to the Facebook page? Thanks.” It’s a request we get almost every day and almost always the answer if “no.” As a social media manager saying no to request like these can be one of the most difficult parts of our job. We want to be helpful and accommodating, but it is also our job to protect the organizations social media accounts and insure that the content posted is of the best quality, reflects well on our organization, and aligns with our social media strategy. Still, it is never easy to say no and it can sometimes result in conflict. From the standpoint of the person making the request, their post is important, needs to be shared, and after all, what’s so hard about posting something to the company’s social media accounts? It’s just Facebook, right?Read More
Being a social media manager requires a wide array of skills. You must have focus, understand and absorb a constant stream of information, predict future trends, be on call 24/7, handle crisis situations...basically you have to have super powers. As we gear up for the onslaught of superhero movies the summer blockbuster season would bring, I thought it would be fun to ask, "What social media superhero are you?" Here are a few options:Read More