Why Twitterchats Are Worth An Hour Of Your Time

I have to be honest: There was a time when I couldn’t understand the appeal of Twitterchats. I thought, “I’m too busy, I don’t have time” or “What would I contribute?” or “What could I gain from an hour-long nonstop Twitter stream of opinions?”

And then everything changed.

A few years ago, I participated in a #cmgrchat, a Twitterchat led by Jenn Pedde at The Community Manager. I thoroughly enjoyed it, and it wasn’t the chaotic stream of random thoughts or multiple conversations that I imagined. The questions were thought-provoking, and even better – the answers and conversations were insightful. I was officially a convert!

These days, I attend Twitterchats regularly. Why?  I have a few reasons:

To Learn

The initial reason I joined Twitter was to learn. It’s a fantastic platform for sharing content, no matter the subject. Articles, blog posts, images, infographics, lists – the content is never-ending (literally!). However, a Twitterchat provides an opportunity to learn from individuals in real-time. This means conversation, asking follow-up questions, and comparing experiences. You have the opportunity to learn from individuals who work or play in the same arena, and have different (and possibly much more!) experience, such as Madalyn Sklar‘s #TwitterSmarter. It’s like attending a virtual mini-conference every week!

Twitterchat conference quote

Increase Your Community: Quantity AND Quality

Nearly every single time I participate in a Twitterchat, I gain a few followers. Now, as you know, I don’t really care about increasing my Follower count. What I DO care about is connecting with people who enjoy sharing and conversation, and that’s what happens at Twitterchats. I have found that the individuals I meet at Twitterchats are people who continue to interact long after the chat concludes. Show them some love by following back and retweeting their posts!

Connect With Potential Clients

Whether you’re an entrepreneur, customer service rep, salesperson, artist, or freelancer, participating in a Twitterchat can be a connector to someone who needs your services! Answering questions and offering tips is a great way to establish authority and create a face for your business. Live conversation will make much more of an impact on potential customers than simply visiting your website or reading your timeline.

Twitterchat people quote

Offer Your Expertise And Create A Voice

Everyone has something to offer – even if it’s a small bit of information or experience. Perhaps you’ve had a unique interaction with a customer, a successful experience with a new client, or you managed a profitable project. Twitterchats allow you to share your insight with a worldwide community of people in your field. Sharing specific tips, resources, and experiences in a Twitterchat will help you stand out in your field. Show that you’re helpful, friendly, and honest – this will make a lasting impression! Note: Stay mindful! Don’t hijack the chat with links, or discount others’ contributions. Remember that it’s a conversation, and not a megaphone.

Gather Opinions

In one short Twitterchat hour, you’ll hear more tidbits of knowledge, opinions, and points of view than combing through posts or articles. If you’re curious about a micro-topic, you’ll encounter people with varying levels of experience, from beginners to gurus. Influencers and novices alike have valuable viewpoints to share. Doing research? Writing an article? Collecting insight for your next project? Twitterchats are quick way to poll and record ideas and experiences.

Make New Friends

Twitterchat real life conversation

This may sound a bit simplistic, but Twitterchats can lead to some terrific friendships! Because of the informal and conversational nature, there’s space for deeper and more meaningful connections. Treat it like a real-life encounter – talk about where you’re from, a challenge you’ve recently faced, or a tool you benefit from, and don’t forget to listen. Engage! You’ll find you’ve opened a door to new friends!  For example, I’ve met a bunch of people whom I consider friends at Buffer‘s #bufferchat.  There are a lot of open and friendly folks there!

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Why do you enjoy participating in Twitterchats? What’s your favorite reason for joining? How have you benefited from engaging?

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Please Don’t Follow Me On Twitter

Please don’t follow me on Twitter.

I know, I know, a little strange. In a world of “Follow me on Twitter!” and “Like me on Facebook” and “Turn on your Instagram notifications,” I probably sound like a crazy fool asking you not to follow me.

Dont Follow Me On Twitter

But hear me out.

I’m not on Twitter to gain followers. I didn’t start my Twitter account to gain popularity. I don’t have a Follower count goal in mind, and I don’t celebrate the milestones.

So why do I post several times a day, follow other accounts, participate in Tweetchats, and proclaim Twitter as my favorite social media platform? To connect.   I would rather have connections, interactions, and conversations than I would gain followers.  So instead, come say hello, and introduce yourself!

Follow Me On Twitter Call Out

I’m On Twitter To Connect

I take joy in connecting with people. Whether it be on a personal level (“You live in Colorado? So did I for a few years!”) or a professional level (“I learned a lot from your article on Google Analytics!”), I have found Twitter to be the best social platform for meeting new people. Twitter is an environment of “open-door policy” – dropping in and introducing yourself is not only acceptable, it’s also encouraged!

Connecting on Twitter
I met @abcpanotary at a #bufferchat, and reached out to say hello! Hey there, Andrew!

Have you participated in a TweetChat? If not, I highly recommend finding one (or more!) that interests you – here’s my list of my favorite Tweetchats. I work from home, and connecting with people on Twitter is a nice break from the isolation of remote working! I get a little twinge of excitement when I see my Notifications.

I’m On Twitter To Learn

I have discovered SO many incredibly helpful resources on Twitter. I follow many people in my field that I admire – community managers, customer service experts, digital marketers, freelance professionals, etc. But I don’t stop there. I also follow food bloggers, fitness experts, photographers, seamstresses, friends, comedians, and just regular folks who write cool tweets! I want to learn from anyone who’s passionate and good at what they do, and Twitter is a terrific arena for that.

Learning On Twitter
If you’re a blogger, this is a great article by @KWalshPhillips!

With platforms like Twitter, we’re no longer limited by physical proximity. We can have conversations with people all over the world, and gain insight that we may not otherwise have access to. If you’re open to a wide array of connections, you have access to so much more perspective, wisdom, and information. It’s incredible!  If you have a helpful article, please send it to me or post it in the comments!  I’m eager to absorb more information, and share it.

I’m On Twitter To Share

I’m not an expert, guru, maven, rock star, or champion. I’m not special – I know a zillion people who do what I do – and I don’t call myself such. But here’s what I can say about myself: I work hard, I love to learn, and I long to put my passion and experience of helping people online to good use.

Sharing on Twitter
An article I shared on the power of empathy!

I share my experiences (hence, this blog!) to reflect on what I’ve done, share what I know, and hopefully gain feedback so that I can continue to grow. If my insight can help someone, fantastic!

I’m On Twitter To Get Inspired (And To Inspire)

From inspirational quotes to fun facts to baby animal pics to helpful tidbits to valuable advice, my Twitter feed is an invaluable source of inspiration. Thank you, Twitter community, for providing that! Sometimes it’s within 140 characters, and sometimes it’s an article I have to save for later.

Inspire on Twitter
A little Twitter inspiration from @brianmawdsley.

But I’ve found that people who want to be of value are the most inspirational people you’ll encounter. Hopefully I provide that as well on occasion!

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That’s NOT to say I don’t keep a careful eye on my analytics. Don’t get me wrong – I’m a data nerd who loves to see what’s happening with each tweet, and what makes people tick. Yep, I use hashtags and images to reach a broader audience. Yes, I love seeing Likes, Retweets, and even the Follower metrics increase. And yes, I use the data to write and schedule future tweets. But I use the data to achieve my ultimate goals – to connect with more people around the globe, learn from as many awesome folks as possible, and to start and continue as many conversations as time allows.  So come say hello, and let’s connect!

Why are you on Twitter?

Leveraging Community Influencers: April 6th #cmgrEMEA Tweetchat

What are community influencers? Where are they? How do you connect with them? How do you become one? What do you do once you find them?

These are the questions we’ll be asking at #cmgrEMEA, a tweetchat for community managers in Europe, the Middle East, and Africa. Our next chat is being held on April 6th at 1 pm GMT!

cmgrEMEA Apr6 Post Guest

Our guest, Nick Emmett (@nickemmett), is the Community Manager for a cloud computing company. He works to drive engagement and connect people in this growing community, and was one of the first participants at #cmgrEMEA! Nick also authors Socially Learning, a blog dedicated to community management and social media.

Mark your calendars for this tweetchat – it’s a great way to connect with other community pros in this time zone!

What A Difference A Little Empathy Makes

Over the holidays, I was back home visiting my parents in St. Louis. As I was driving back to my mom’s house after the gym one afternoon, a dog darted out in front of my car. I slammed on my breaks, pulled my car over to the side, and got out. I looked around for someone who might own a dog, but didn’t see anyone. I chased after the dog on foot for a bit, and after a lot of calling, coaxing, and using the highest register of my voice, I finally caught him.

No collar, no tags.  Dang it!

So, I scooped him up, walked back to my car, and stuck him in the backseat. I drove to my mom’s house to see what she suggested, and for the next 2 1/2 hours, we drove around searching for someone looking for a lost dog, looking for lost dog signs, calling shelters, and stopping at a local vet’s office to see if he was chipped. Finally, finally, finally…. my mom spotted a man driving around in circles – he was clearly looking for something! The look on his face when I walked up to him with his adorable sheltie in my arms was priceless. And Bailey (the dog’s name, we discovered) was clearly happy to be reunited with his person.

Lost_dog_notice

What in the world does this lost dog story have to do with community? The entire time I was running down the street chasing the dog and driving around in circles, all I could think about was how worried the owner probably was. If my dog were lost, I’d be worried sick, driving all over the neighborhood, calling every shelter in the area, and likely on the verge of tears. I’d be overwhelmed with fears of my dog getting hit by a car, wandering too far, encountering wildlife…. who knows what could happen?! I would think, I would feel, I would want….

The ability to put yourself in someone else’s shoes is a key quality of every community manager (and truthfully – it’s a key quality in LIFE). Why? Because empathetic people enjoy helping others. They’re good listeners. They’re patient. They’re humble. They make you feel valued. They find a way to relate to others, even when it’s a challenge.

Nearly everyone I know has at least a smidge of empathy in their bones – some more than others. But even those who have an innate sense of empathy have to consistently put this skill to use. After all, practice makes perfect, and perfecting this skill will not only make you a better team member, but it will also make you a better partner, friend, sibling, son or daughter, and member of society.

Put Yourself In Their Shoes

What if you were feeling panicked, scared, upset, dissatisfied, cheated, confused, or frustrated? You may not understand exactly what your customer or community member is experiencing – in fact, you probably don’t – but you may have had similar feelings in a different situation. And in that situation, wouldn’t it be wonderful to encounter someone who cared, have an opportunity to explain, and actually be heard? It’s almost as if we’re surprised when that happens, when actually – that’s what customer service SHOULD be. I strive to help people, because those who have helped me have made a huge impact on me.

Practice Listening

Don’t just hear. LISTEN. Don’t anticipate what the customer or community member is going to say, and don’t finish their sentences. Don’t mold their message to fit your strategy, or form your response before they’re finished. Avoid distractions, listen to what they’re saying, and focus on their concerns.

Alfred Adler quote

Have you read Stephen Covey’s book, The 7 Habits of Highly Effective People? His 5th habit is “Seek first to understand then to be understood.” According to Covey, there are 4 stages to to empathic listening, each building on the previous:

1. Mimic – Repeat what the other person said to let the customer know you’re listening. It’s objective and straightforward.
2. Rephrase – Rephrase their comments in your own words to that you let them know you understand.
3. Reflect – Focus on the emotions behind what they’re saying. How are they feeling?
4. Rephrase and Reflect – Combine steps 2 and 3. This shows you are really listening. How did the actions affect their emotions?

Patience Is A Virtue

patience scrabble

I have an aunt with the patience of a saint. She never loses her cool, she never seems to be flustered or angry, and her voice is one of the most soothing sounds in the world. I look to her as an example often in life when it comes to patience. Customer-facing roles are best filled with someone who’s calm and collect, while simultaneously showing urgency for the customer’s issue. It’s easy to get impatient when you’ve heard the same complaint 43 times, but keep in mind – this is the first time THEY’VE experienced it.

Respond With Compassion

When it’s your turn to speak, offer validation and get on their wavelength (mimicing). Ask specific questions, and identify the problem and how it’s making them feel. What needs to be done to reach a beneficial outcome? If you don’t have the answer or solution, let them know what you’ll do next, and when you’ll be in touch. Use a warm tone, and be the person they want to come back to. Remember that when it’s the most difficult to respond this way, it’s the biggest opportunity to make a lasting impression. Community and customer service managers have the power to turn an unhappy person into a brand champion.

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Empathy isn’t just for the community and customers – it’s also for your colleagues! Empathy for your coworkers can create a safe environment, which inspires people to get creative, opens doors, and ultimately, leads to better customer service! Win-win.

In what ways have you shown empathy? What suggestions do you have for empathic listening?