What’s funny to them? What enrages them

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Especially on Twitter, finding untagged mentions allows a social media manager to respond to negative comments and amplify positive feedback. Social listening is also a key element of understanding your brand’s audience.  The “ability to read the room,” as Hartmann put it, is key for SMMs — whether the room is a literal conference room or a social platform. Drop the ball on social listening, and you’ll go viral for all the wrong reasons —like Burger King UK did with its recent “Women belong in the kitchen” tweet. Helpful social listening tips and tools: Respond to both negative and positive feedback.

Consider a dedicated customer service account, like Grubhub’s customer care Twitter latestdatabase.com account. Try the Brandwatch and Awario apps for tracking down untagged comments — or if you have the budget for it, Morning Consult, an intelligence tool Hartmann relies on for daily brand perception reports. 11. Networking. A key component of a social media manager skillset is the ability to network. To run a successful social media channel, you need to be able to forge connections with not just with influencers, but also relevant brands and other big social accounts. Some brands even chat with each other online.



These conversations are humanizing and can benefit both parties. Just look at this cute chatter between some of the biggest candy brands on Twitter: A social media manager should be comfortable with reaching out to people online and in-person to form strategic and personal relationships. “We’re all in this together,” Hartmann said. “Best practice sharing, lessons learned, and camaraderie are invaluable in this profession.” "Best practice sharing, lessons learned and camaraderie are invaluable." Helpful networking tips and tools: Connect with fellow social media managers and marketers through… social media. You’re all already on these platforms all day. Join social media manager communities.