Happy Valentine’s Day from Spredfast. We thought we’d celebrate by sharing a little more Community Manager love! Today’s post is written by HomeAway‘s Social Media Community Manager, Mairin Heard. You can connect with Mairin on Twitter at @MairHeard.
To be an effective Community Manager you must have your eyes and ears open at all times and be ready to speak in the company voice at any moment. There are two people who represent HomeAway social media, including myself, and we are constantly monitoring our accounts in and out of the office. My job is to monitor conversations, create great content, engage and interact with our followers and gain new ones along the way. We also keep a finger on the pulse of what’s happening with internal programs, Marketing and Product initiatives, customer support issues and conversations on our Community forums. Needless to say, there’s a lot that takes place in one day to make that happen! A typical day at the office looks like:
7:30 am - Roll out of bed to check our social accounts and email on my phone for issues that need immediate attention, and watch the Today show for travel and social media stories
8:30 am - Grab coffee and attend the global social media meeting to discuss campaigns, social media news and product updates
8:55 am - Quick chat with the rest of the PR team to catch up on any issues or current events that we could address via our social channels
9:00 am - Load Spredfast and click through email alerts to follow up with comments and questions that have accumulated since the previous day
9:30 am - Message different teams to find any new articles and blogs that have been published and schedule out a few morning updates
10:00 am - Attend weekly PR team meeting
11:30 am - Check accounts in Spredfast and send support issues to our Customer Service team to make sure everyone is being properly contacted and taken care of
12:00 pm - Grab lunch from the break room and eat at my desk while I research industry campaigns to see how it applies to the vacation rental space
12:30 pm - Brainstorm with my manager about content around social media trends and ideas, and browse through the millions of travel newsletters in my inbox
1:00 pm - Edit and publish a property owner video and upload to Youtube
1:30 pm - Meet with SEO or Community team to get an update on their current projects
2:00 pm - Check Spredfast to monitor conversations and schedule more content for the afternoon
2:30 pm - Design an image in Photoshop that can be used on our social channels and in marketing campaigns
3:00 pm - Respond to Facebook messages and posts from families looking for a specific house for their upcoming vacation, and property owners having issues with their account
3:30 pm - Review new followers on Pinterest, respond to their comments, pin new properties I”™ve come across. Find our new Pinterest followers on Twitter and connect with them.
4:00 pm - Post a photo album to Facebook, Twitter, Pinterest, Flickr,Tumblr
5:00 pm - Write a quick blog post on our company culture blog and distribute
5:30 pm - Check Spredfast before I head downstairs to shoot photos of a company hosted event
6:00 pm - Post the event photos to Instagram and Twitter as I head home for the day
8:30 pm - Quick check on our social accounts to make sure nothing urgent has come up after leaving the office
11:30 pm - One last Spredfast check before bedtime
As you can see there is never a dull moment (or much free time) when you work on social media at a global company. We’re not just community and social media managers, we’re also customer advocates, negotiators, delegators and social evangelizers! It’s important for us to focus on our relationships with the people involved in our communities but we also have to focus on internal relationships so we can do the best job we can while providing our audiences with timely and engaging content. It’s always hectic, but I love that my job allows me to be a voice for our customers, a voice for the company and gives me the opportunity to connect with people around the world and take part in their vacation experience.