26 Useful Takeaways from #CM1TO

10 Rules of Engagement

I had the pleasure of attending the Community Management conference in Toronto on May 22nd. Speakers from Google, Hootsuite, Tangerine, and the CBC spoke specifically about their digital strategy. Here is a collection of interesting snippets of information I hope you’ll find useful.

Define your brands value proposition, make a commitment to it and keep your promise” – Clarke De Pastino, IpsosSXS, @Clarke_D

“Brands need to start thinking about content 1st and campaign 2nd.” –  Bob Cornwall, Brand Activation Lead at Google

“1/10 consumer conversations about a brand happen online, 9/10 happen offline.” – Tessa Sproule, Digital Content at the CBC, @TessaSproule

“Be kind to your community before you need them, build our community online and offline and know that your employees are your biggest advocates.” – Andrew Zimakas, CMO Tangerine, @andrewzimakas

“True influence drives action, not just awareness.” – Casie Stewart, Lifestyle Blogger, @casiestewart

When embarking on a surprise and delight, take a personal connection and combine them with an emotional connection. Those resonate the most.” – Mitchell Fawcett, Founder & Agency Director, Motive Communications, @mitchellfawcett 

Tangerine

“Don’t expect engagement, ask for it!” –  Bob Cornwall, Brand Activation Lead at Google

“Make your community members famous. Make them the star, thank them publicly and reward them.” – Clarke De Pastino, IpsosSXS, @Clarke_D

“Be nimble, be creative, be prepared, be open and transparent, recognizing that crises are opportunities.”  – Gregg Tilston, Global Social Media Lead at Flight Centre Travel Group, @GreggTilston

“Don’t let your large community serve as a false sense of security. Focus on engagement, recruiting new members and refreshing your audience like they are refreshing theirs.” – Clarke De Pastino, IpsosSXS, @Clarke_D

“Live the bridge. Meaning, community managers are partially representing the customer and partially representing the brand.”  – Keith McArthur, Vice President of social media at Rogers Communications, @KeithMcArthur

“Our vision is to build 1-1 relationships in real-time with every person in the world.”  Marc Pritchard, CMO P&G

“Like every good conversation, it needs to start with listening. Not just what they are saying, but who is saying it.” – Keith McArthur, Vice President of social media at Rogers Communications, @KeithMcArthur

“The audience is the new network, or the distributors. Community is marketing, or discovery.” – Tessa Sproule, Digital Content at the CBC, @TessaSproule

“Defining your content strategy is about balancing what your brand stands for and what your target audience cares about. This area is authentic, distinct and ownable. Not striking that balance might offend your audience.” –  Bob Cornwall, Brand Activation Lead at Google

Community Management Conference Toronto“Mind the Hippo: mind the highest paid persons opinion within your organization.” – Keith McArthur, Vice President of social media at Rogers Communications, @KeithMcArthur

“Be local. Everywhere.” – Destin Haynes, Director, Freemium Community at HootSuite @DestinFall

“Being transparent as a brand is about giving context to the questions you ask and the conversations you start.”  – Clarke De Pastino, IpsosSXS, @Clarke_D

“Embrace boring: structure, process, measurement.” – Keith McArthur, Vice President of social media at Rogers Communications, @KeithMcArthur

“More than 1 billion people visit YouTube each month and 100+ hours of video is uploaded every minute.” –  Bob Cornwall, Brand Activation Lead at Google

“It’s always important to not fail.” – Keith McArthur, Vice President of social media at Rogers Communications, @KeithMcArthur

“Television is not drying, it’s actually thriving. People are just consuming video in different ways.” – Tessa Sproule, Digital Content at the CBC, @TessaSproule

“Don’t assume people will know what to do with the content you’re publishing. Politely show them and make it simple.” – Clarke De Pastino, IpsosSXS, @Clarke_D

Rogers Communications“Your content strategy needs to have a balance of hero, hub and hygiene videos.” –  Bob Cornwall, Brand Activation Lead at Google

“Find the influencers that already love your product, not necessarily the ones with the largest following.”  – Casie Stewart, Lifestyle Blogger, @casiestewart

Did I miss any? Leave them in the comment section and I’ll add them to this post.  

 

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