Welcome to the Community!

One of my favourite things about being in Public Relations is the sheer unpredictability of managing a brand in an online world. For bigger brands especially, this often means designating one person (or a team, if you're lucky) to take care of your online reputation/resources/etc.

There is a bit of a debate as to what to call these people... are they community managers? Are they social media managers? Everyone has a group of constituents which could be cultivated to drive better performance.  However, not all companies want, need to, or can cultivate a community. Some places have both a social media manager and a community manager... whereas other locations have bundled those positions into one job. You may also know this position as an Online Reputation Manager (ORM).

Among their myriad tasks, these positions take care of driving conversations in social networks, blogs, groups, and forums. They’re brand champions, moderators of discussions, and monitors of their brand bubble.The best managers create a online persona for their brands that you can relate to and vibe off of.

I like (and relate to) the brands that are sassy.  Twitter (especially) is the place people go to rag on certain brands and I always find it entertaining when the Brand banters back. In my opinion, the best example of late is from the final round of the NBA playoffs. LeBron James (a Powerade athlete) found the insane heat in San Antonio too hard to play through and was taken off the court with cramps ravaging his left leg. People immediately jumped to Twitter and lambasted Gatorade for failing their spokesperson. Here is the initial tweet and Gatorade response that started the ruckus:

Gatorade is actually a sponsor of the NBA and did apologize for the tweets a few days later after removing them from the feed.   “Our apologies for our response to fans’ tweets during (Thursday) night’s Heat vs. Spurs game,” Gatorade said in a release. “We got caught up in the heat of the battle. As a longtime partner of the Miami Heat, we support the entire team."

But they were great while they lasted! If you’re like me and love some social media sass, check out this great list from Buzzfeed “14 Times Brands Showed Their Sassy Side On Twitter".

While certain brands rear their heads from time to time in epic fashion, there are a few faves of mine that are consistently on their game: Travelocity (oh that gnome!) and Oreo. I'm not sure what kind of team Oreo has over there (superheroes, maybe?) but I just love 'em. Case in point: the tweet sent out in Superbowl XLVII after the lights went out at the Superdome in New Orleans, LA. 

Awesome!!

One main role of such managers is also to assist with expectation management and customer service. If you had issues in the past, you used to write a complaint letter directly to the company... but now you can take to social media and bare your sorrows there. Check out the Facebook page of any major brand (restaurants especially) to see consumers blast the quality of the product and customer service, among others.

If only online trolls were this cute!

In a perfect world, you would mitigate tense issues through cordial conversation and great customer service. In a perfect world, life would be all pixies and daisies and I would ride a unicorn to work. Alas, 'tis not a perfect world, fair gentles, and all awesome jobs have their downsides. In social media/community management, I can't think of any downside great than having to deal with insane online trolls. For those who don't know, a troll (internet) is one who posts deliberately provocative messages to a message board with the intention of causing maximum disruption and argument. They'll often look to high-profile brands or people to target... and will do so with pleasure. Trolls feed off of inexperienced or underprepared community managers and they can quickly become your worst nightmare. Here's a great article on some tips to deal with social media trolls: Don't Feed the Trolls).

Sometimes the trolls can take over the feed... or an ill-thought post can go viral before you can do any type of damage control. If you're not part of a team, you can (and will) do this job can be 24/7... and for that, I salute you. Social media/community management is not for the faint of heart but it sure can be a lot of fun.

Any community managers out there have a hero (or horror) story to share?

What Happens in Vegas...

"If you know how to live in Vegas you can have the best time." - Tony Curtis

I recently got back from an awesome vacation in Las Vegas and I'm still adjusting to the relative quiet of Toronto. This was my first visit to Sin City and I wasn't quite sure what to expect. To be honest, Vegas is cray... and yes, I dropped 'z' to emphasize how nuts the place actually is.

To describe the city, Artie Lange said "Vegas means comedy, tragedy, happiness and sadness all at the same time." From my point of view (because I'm a huge people watcher), it also means inhibition, excessiveness, poor life choices, and a hell of a lot of fun.

Beautiful view of the strip from our room at Vdara

 Some of you who follow the blog might wonder why I went to Vegas when I'm trying to stay on a budget. You might think "Vegas on a budget - is this even possible?" I'm sure it is, and on an even tighter wallet than mine.

Before I went, a friend told me to expect to spend anywhere between $500-$800 for four days in Vegas. That doesn't even include the airfare/hotel/fees. ARE YOU NUTS?!? I definitely don't have the cash flow to make that a possibility - I didn't want to skimp out on my trip but I also couldn't justify acting like a high-roller.

Looking to save a few bucks? Here's a few things my friend and I did to keep the cash spend low (or at least, as low as we could.)

1. Hit the outlet malls
Like most major metropolitan centers, Las Vegas is a shopping mecca. The Shops at Crystals is a high-end shopping mall that has designer shops like Balenciaga, Roberto Cavalli, and Van Cleef & Arpels. However, unless you're a high-roller, these places may break your bank. At the same time, you don't want to completely cut yourself off from retail therapy, and that's where the outlet malls come in. Las Vegas has the awesome Las Vegas Premium Outlets situated on either end of the strip. You can find great deals on brands like Michael Kors, Fossil, and BCBG Max Azria (among others.) When we were there, most of the shops were running 50% deals on a lot of the items in store (and that was after the huge savings the outlets were already offering).

2. Public transit
Let's face it, cabs are crazy expensive. Add in the horrendous traffic in Las Vegas, and you'll just watch the fare meter tick up and up. A day pass on RTC Transit (the Las Vegas Transit Authority) is just $8 for 24 hours of unlimited rides - when you compare this to the $6 for 2 hours only, the day pass is a great deal! If you think you'll be using transit a lot during your stay, a 3-day unlimited pass is only $20. We also took a special bus from the airport - it cost $15 USD for a roundtrip to/from McCarran Airport and you could schedule it to grab you at your hotel at any time. 

3. Work the system
Did you know that most of the hotels on the strip are owned by MGM Resorts? This means that there is a good chance your hotel can get you a deal on something another hotel is featuring. My friend and I wanted to go see the Cirque du Soleil show "Zarkana", which was running at the Aria Hotel right across the roundabout. The Tix4Tonight booths were advertising "half-price" tickets at over $90 for balcony seats. However, we called our concierge and they were able to get us really great balcony tickets at $55!

4. Head off the strip
The stores located close to your hotel (aka are the most convenient) jack their prices up because they know most tourists can't be bothered to find a deal. You're in Vegas, you're catching rays, drinking in the splendours... what do you care that you have to pay $3 for a Coors Light Tallboy? If you're like me and don't mind walking a little bit, you can save a bit of money. Even heading off The Strip for a few blocks can net you way better deals. At an off-strip location, we got alcohol, soda, and sunscreen for several dollars cheaper (about 25 per cent) than offered at the CVS directly across from our hotel. Another great thing about the United States is that they sell booze just about everywhere - even our gas station beer was cheaper than found on The Strip!

5. Know your limit
This applies to regular spending as well as gambling. If you're afraid that you'll bankrupt yourself at the ATM, remove the temptation. Either leave your debit card at home or set a strict daily spend limit with your bank. To start, my VISA has a low credit limit and won't let me charge more than $20 over it so I was never in danger of losing any hard cash. If you still want to gamble without setting foot in the highrollers's room, all of the casinos have slot machines with low betting amounts. My friend and I played the penny slots after our dinner at Tao and managed to win back a few bucks ;). 

6. Make a package
Bundle, bundle, bundle! If you're not using a booking site like Red Tag or Travelocity, why not? Unless you're booking with travel points, you're missing out the great deals you can get when you combine your hotel and flight. 

7. Hotel with a kitchen
I know that it's not always possible to get a hotel room with kitchenette, but it's a sure-fire way to save money. Our room at Vdara Hotel and Spa came with a mini-fridge, sink, microwave, and range top. While the fridge didn't store much, it did allow us to choose our alcohol, restaurant leftovers, and items for breakfast. Even when you economize, three restaurant meals a day can add up... try to get groceries when you can and hopefully your hotel room will have places to store them. 

On a side note, I'd recommend the Vdara to anyone looking for a great place to stay in Vegas. Even the most basic rooms are luxurious, staff are pleasant and attentive, and it's close to anything you need. Only caveat: if you're heading to Sin City during a huge event like UFC, confirm your room before you go. We were accidentally given a room with only one King bed for two girls, though we had reserved a double room. By the time we were checked in to the hotel and got up to our room, the hotel was fully booked for UFC and there was no way to get two beds.

8. What's for free?
Events in Las Vegas are expensive... but they don't have to be. There is a lot to do in town that is free... and if not free, at a low cost to you. The Bellagio Fountains put on choreographed shows that include music and lighting. Starting in the afternoon, these shows are timed every 15-30 minutes so you're sure to see something! The Bellagio also offers free admission to the Conservatory and Botanical Gardens. Another great find was the dueling piano bar at Harrah's. We'd been on the lookout for such a place as my friend loved it the last time she was in town. Dueling piano bars aren't free.. but they're super entertaining and a lot cheaper/more in tune than pop stars whose names have been censored for their protection. 

Here are a few things I would've done in hindsight.

1. Don't hit up the lobby Starbucks
You may need caffeine... but are you willing to stand in a twenty minute long line and pay 30 per cent more for it? I'm sad to say that I was. Next time I'd head to one of the other trillion Starbucks in the immediate vicinity, make use of those instant Via packets, or even get a cheaper cup of joe while I was hanging out pool-side.

2. Avoid the souvenir cups
Well, avoid the large souvenir cups. One cool (read: touristy) thing to do in Vegas is to head to one of Fat Tuesday's many locations and grab a yard-long plastic cup filled with an alcoholic freezie. A smaller cup will do just fine! You probably don't need the extra booze and sugar in the big cup... and no matter what you tell yourself, you won't be bringing the big cup home in your suitcase.

3. Bring more cash
ATM fees suck... especially cross-border ATM fees. Even before I got on the airplane, I knew that I would need more cash than what I had brought. But for some reason, I decided to wait until I was on my last fiver to take out more money and incur the wrath of the financial fee fairy.

Do I regret ordering drinks pool-side? Hell no. There are some pricey things in Las Vegas that you just have to say yes to. If you've been to Vegas, is there anything I missed? Do you think it's possible to see Vegas without breaking the bank?

To keep the Sin City feeling rolling, here's a video of The Rat Pack (featuring Johnny Carson) to serenade you away.