These slides present some basic stats on the state of social media, examples of SM Fails & Epic Fails, and examines the role of the Community Manager.

7. When are we speaking for our employers?

22. WHAT CAN (SHOULD) YOU DO IN A SOCIAL MEDIA #CRISIS?

23. BE HONEST.APOLOGIZE.RESPOND VIA SAME MEDIUM.DO NOT ADD NEGATIVITY.EXPLAIN AND OFFER SOLUTION.TAKE OFFLINE WHEN NECESSARY.BE HUMAN.(P.S. They don’t always have to be right!)

24. Don’t wait for a crisis.Build relationships now.

25. Who should lead your community?

27. HIRING A COMMUNITY MANAGER INTERNAL OR EXTERNAL? DO THEY HAVE TO BE YOUNG? WHAT IS THE JOB DESCRIPTION? WHICH SKILLS ARE IMPORTANT?

28. Important Skills for CMs Communication Customer Service Problem Solving People Person Time Management Sense of Humor Judgment