The Role of Social Media in Community Management #CMAD

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On Air: 10:00 - 11:00 EST (GMT-5)
Monday, January 27th, 2014


Social media responsiveness and individual customer interaction lends to a loyal community. Following up and following through with your community lets them know they’re valuable and that you are always present. Join the conversation with Sprout Social and learn how to effectively use the open and direct nature of social media to build strong, engaged communities.


Sarah MordisSarah Mordis
Social Marketing Specialist at Sprout Social

Sarah is passionate about bridging online and offline communications. She is dedicated to providing value to others through knowledge, advice or job opporunities. Sarah appreciates the ever-changing landscape of social media and loves learning about new tools and platforms. She is a strong advocate of brands using social as a recruiting, sales and R&D tool, among other functions, and sees the incredible value of social business.

Connect with Sarah on Twitter at @sprout_sarah or on Google+.

Brit ThompsonBrit Thompson
Social Marketing Manager at Sprout Social

As the social marketing manager at Sprout Social, Brit is passionate about improving the way brands engage with people by creating exceptional customer experiences and building community through social media. She loves seeing how businesses are harnessing the power of social to add value to their customers’ lives.

Connect with Brit on Twitter at @britmorse or on Google+.


Cedar BrownCedar Brown
Freelance Community Manager and Blogger

Cedar has been heavily involved in social media over the past four years and also worked in the social space in multiple positions. Although he’s looking for a new position now, he continues to blog, stay up-to-date on all the social media happenings and grow/learn new skills to enhance his career going forward.

Connect with Cedar on Twitter at @CedarBrown or on Google+.

Christie FiduraChristie Fidura
EMEA Community Manager at Adobe Systems

After spending many years working in IT, Christie believes in transparency, empathy and communication. She loves social media and its ability to connect people far and wide. Currently the Adobe Community Manager for Europe, Middle East & Africa, Christie resides in London with her digital marketing husband and her natively digital 8-year-old daughter.

Connect with Christie on Twitter at @cfidurauk or on Google+.

Sam HosenkampSam Hosenkamp
Social Media Director at Ragan Communications

Sam is the social media director for Ragan Communications. She manages Ragan’s online presence, contributes to PR Daily and other Ragan publications, speaks at events and hosts workshops. Outside of work, Sam loves running, hiking, cooking and livin’ the good life in Southern California.

Connect with Sam on Twitter at @SamHosenkamp or on Google+.

Stéphanie MontreuilStéphanie Montreuil
Principal at Steph Montreuil Consulting

With more than 10+ years of experience in marketing and communications Stéphanie has the expertise to select the most appropriate media channels where businesses can share their stories. While passionate about emerging technologies and the new media landscape, she will develop comprehensive strategies that help promote businesses using her experience as a Marketing Communications professional.

Connect with Stéphanie on Twitter at @Steph_Montreuil or on Google+.

Darryl VillacortaDarryl Villacorta
Social Media Manager at Gossip Genie

With a diverse social media portfolio, Darryl is all things tech and social. With an appreciation for the art of storytelling, Darryl finds joy in creating stories through digital media. A “Superconnector” at heart, he loves creating relationships on and offline as well as connecting others.

Connect with Darryl on Twitter at @TheMiddle or on Google+.

Merlin U WardMerlin U Ward
Account Strategist at Renegade

Merlin U Ward is an author, passionate marketer, strategist, and beer geek! He is a proponent of building better business and doing better marketing through better understanding of your customers. His book “You Get What You Give” explores five distinct social media marketing strategies that strengthen the customer and brand relationship. You’ll find him in the mix enjoying good beer and wearing funky socks!

Connect with Merlin on Twitter at @MerlinUWard or on Google+.

Discussion Questions

  1. How can brands use social proactively to grow community and customer-base?
  2. How thorough do brands need to be in engaging with their community? Which channels should they be monitoring?
  3. How quickly should members of a community expect a response to a question/issue?
  4. How can brands be authentic and show personal attention in times of crisis?
  5. How do you use social to drive offline or in-person events with your community?
  6. How do you foster brand advocates into being brand champions? What does it take to get your community to the next level of loyalty?

RSVP & Watch the Hangout

Want to RSVP for the Hangout? Visit #CMAD presents: The Role of Social Media in Community Management and let us know you’re going to watch. This will add the event to your calendar and remind you to attend!

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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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