Community Management Services: When & Why

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On Air: 05:00 - 06:00 EST (GMT-5)
Monday, January 26th, 2015

Many brands use Social Media management services for community management. We will explore when a brand should hire these services and why it can benefit both them and their communities.

We will be looking at the advantages to community management services, including how it can be a benefit in the areas of risk management, crisis, protection and more via moderation, monitoring and engaging.


Teri KojetinTeri Kojetin
Social Media & Community Coordinator at ICUC

Teri is responsible for creating content and engaging on ICUC’s social spaces and publications. Passionate about social media and CSR she strives to motivate and inspire action. When not posting photos of her granddaughter and food, Teri can be found enjoying time with family, reading, writing and cooking.

Connect with Teri on Twitter at @TeriMKojetin or on Google+.

Christin KardosChristin Kardos
Social Media Strategist at Bay Leaf Digital

Coming from nonprofit and military communities, Chris now leans into her people-seeking nature on behalf of Bay Leaf Digital and clients. She is fluent in good natured sarcasm and her passions include coffee, side projects, her family and good conversation.

Connect with Christin on Twitter at @christinkardos or on Google+.


Chris BarrowsChris Barrows
Social Media and Mobile Products Coordinator at New York University

Chris Barrows is Social Media and Mobile Products Coordinator at New York University. He has spent much of his career prior to New York University in a community managerial role at both Wilkes University and Likeable Media. In his current role, he serves as social media strategist and consultant.

Connect with Chris on Twitter at @CBarrows or on Google+.

Fionna BoyleFionna Boyle
Senior Account Manager at ICUC

A community manager since 1999, Fionna has worked on everything from grassroots fan campaigns for TV shows to global social media initiatives for Fortune 500 companies. The strategy and challenges involved in building relationships and sustaining communities is her favourite part of her job.

Connect with Fionna on Twitter at @creative_type or on Google+.

Emma CunninghamEmma Cunningham
Digital Strategist at FCB

Emma Cunningham is a Digital Strategist at FCB, working on social media marketing for Oreo, Chips Ahoy! and Meow Mix. But first and foremost, Emma is a conversationalist. Besides sharing too many opinions in public forums, Emma believes that listening is the best way to effectively communicate.

Connect with Emma on Twitter at @EmmaCunningham or on Google+.

Sheldon LevineSheldon Levine
Community Manager at Sysomos

Sheldon Levine is the community manager for Sysomos, acting as his company’s public face to connect with its many audiences around the globe. Sheldon’s engaging communication style has helped countless numbers of organizations understand how they can leverage social media to boost their business success.

Connect with Sheldon on Twitter at @40deuce or on Google+.

Casie ShimanskyCasie Shimansky
Social Media Manager at The American Hotel & Lodging Educational Institute (AHLEI)

Jersey born, Florida livin’ Casie (pronounced “KC”) is the Social Media Manager for the American Hotel & Lodging Educational Institute (AHLEI). She’s often found roaming the Orlando theme parks and believes that good pizza is the key to life’s happiness. She is an advocate for the St. Baldrick’s Foundation and helping to find a cure for Children’s Cancer, and is fiercely passionate about documenting life through photography and storytelling through social.

Connect with Casie on Twitter at @TheNameIsCasie or on Google+.

Discussion Questions

  1. At what point do you think a brand needs to hire a community manager service?
  2. What are some ways a community management service can benefit and protect a brand’s reputation?
  3. What is moderation and how will it benefit a brand?
  4. What are ways you engage with the community and how does hiring a CM service contribute to more effective engagement?
  5. What types of things are you looking for as you monitor what’s happening in the brand’s community?
  6. When a crisis happens in your community, what steps do you take as a manager to handle this?
  7. Share with us a favorite or horrible experience in community management and what you learned from it.

RSVP & Watch the Hangout

Want to RSVP for the Hangout? Visit #CMAD presents: Community Management Services: When & Why and let us know you’re going to watch. This will add the event to your calendar and remind you to attend!

The video will play on the event page when the broadcast starts.

Not sure what time this is for you? Use to find out.

Sherrie Rohde

Community Manager at Magento
As the Community Manager for Magento, Sherrie connects people with resources and with each other, and, since she’s just a bit passionate about the topic, she also co-produces a weekly broadcast for community professionals called #CMGRHangout. An ENFP, Sherrie is obsessed with innovation, terrified of status quo, and motivated by adventure. 
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