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Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Coffee Talk
🔦 Member Spotlight – Zachary Walker, VP of Social Media at The Motion Agency

Time to Meet Zachary WalkerThis month’s Member Spotlight shines on ​@zach.walker, VP of Social Media at The Motion Agency! Zachary’s journey in marketing is as dynamic as it is inspiring, and his passion for elevating others in the industry makes his story one you don’t want to miss.Breaking Barriers in AdvertisingAs a POC and marketing leader, Zachary is proud to represent diversity and champion inclusivity within the advertising industry. He’s a trailblazer who uses his platform to create opportunities and highlight underrepresented voices.From Kitchens to CampaignsBefore diving into marketing, Zachary had dreams of becoming a chef and even worked at one of the world’s best restaurants. (We bet his cooking skills are still top-tier!) That passion for creativity and precision now fuels his work in social media.Highlight Moment: Navy PierZachary’s recent work with Navy Pier is a standout moment in his career. As part of an integrated new business pitch, his agency landed Navy Pier as a

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jaxn.engstrom
Advanced User
16 hours ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Coffee Talk
This Year In Social: The Biggest Stories in Social Media!3-Minute Video

As we say goodbye to 2024, we’re looking back at the moments that defined the year in social media.Check out this week’s special episode of This Week in Social, where we highlight the top four stories that had the biggest impact on our industry. From platform innovations to viral trends, it’s a quick and fun recap you won’t want to miss! What were your favorite social media moments of the year? Drop your thoughts below—we’d love to hear from you! Here’s to another year of learning, growing, and making an impact in the social media world.

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jaxn.engstrom
Advanced User
16 hours ago
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New User
Trisha AsharNew User
asked in Social Networks
Business Instagram Hacked — How can I recover / what are my options?

Last Tuesday, one of the accounts I manage was hacked and the email and phone number were changed. I contacted Meta Support Pros and they have been telling me the issue is ‘under investigation’ but nothing more. Stakeholders are now asking me to consider other options.What other options do I have?Has anyone else successfully recovered a hacked account? Are you able to petition for your username back and verification from Meta once you start a new account? 

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New User
17 hours ago
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Engaged User
mihaela.stefanovaEngaged User
posted in Coffee Talk
You should try to tailor your initiatives to European customers

It seems like all the extra things Sprout does are always geared at an American audience. All the webinars you do are during times that are after the workday finishes in Europe. This means that none of your European customers can join live and benefit from asking questions, connecting with people in the comments and etc. In addition, this year’s Giveaway Extravaganza emails were sent at 4:30pm in the UK, which would be 5:30 or even 6:30pm in Europe. By the time we’ve seen the email the next day, the competition of the day is already closed. So again, we can’t participate. I also assume you’re not shipping prizes internationally, so we wouldn’t be able to claim anything even if we do win. In which case you could at least exclude us from emails that aren’t relevant. It genuinely feels like we’re missing out on so much and are overlooked as a customer group.  

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Gayatri Shukla
Community Manager
1 day ago
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New User
maggie.karantonakisNew User
asked in Content Creation
Instagram Live with Guests not collaborating

My company recently went live on Instagram with one of our influential collaborators to boost end of season sales. Unfortunately for the duration of the live it would not show that she was live with us so we completely missed her audience.  She is not on private and has no settings on to prevent her from showing she’s live with someone else. Does anyone know why this may have happened?  

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New User
1 day ago
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lindsey.weitzNew User
posted in Coffee Talk
Introducing Myself 😎

Hi fellow social media friends :) My name is Lindsey Weitz, and I am a social media manager for an Automotive Group in Upstate NY. I am a Virginia Tech alum (Go Hokies), but I’ve lived in the Upstate NY area my whole life. Outside of work I love to watch football (Go Giants), watch Formula 1, cook, do anything in the art realm, and travel! My position is brand new within the auto group, and I’m starting from zero when it comes to building their social strategy. I create all the content myself, so I’m always working in Adobe. One of my professional goals for next year is to get better at After Effects. So, if any of you are also social media managers in the automotive industry, I’d love to connect and hear more about how you’ve crafted your strategy! 

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New User
2 days ago
alexiambrown
New User
alexiambrownNew User
posted in Social Customer Care
Customer Care: Empathy and Clarity Matter

Responding with empathy and clarity goes a long way, even if you may not necessarily agree with the customer. It’s important to acknowledge their experience and show that you're genuinely listening to their concern. Even when faced with complaints or negative feedback, turning the situation into a positive experience can help build loyaltyFor example, I once dealt with a customer who hadn’t received their payment for an influencer partnership. Although we hadn’t found any previous messages from them, they claimed to have reached out multiple times and posted negative comments about the company on Twitter. When I saw their public complaints, I took a moment to empathize with their frustration instead of responding with a generic reply. (Note: I think response templates are incredibly helpful, but sometimes a more thoughtful response is necessary.) I acknowledged their concern, apologized for the inconvenience, and assured them we were actively working to resolve the issue. I followed up

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New User
2 days ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Coffee Talk
The Arboretum’s Holiday Giveaway Extravaganza HubNow through December 13th

The 2024 Holiday Giveaway Extravaganza 🎉Welcome to The 2024 Holiday Giveaway Extravaganza, Arboretum members! We’re thrilled to bring you 10 days of fun, engaging activities, meaningful connections, and amazing prizes. From December 2 to December 13, join us every weekday for daily prompts and a chance to win exciting prizes.What’s Happening:Daily Prompts & Prizes: Each day, we’ll post a new activity in the forums. Participate in discussions, share your ideas, and connect with fellow members to win incredible prizes, including Ember Smart Mugs, Bose Headphones, JBL Speakers, and more! Grand Prize: The most engaged member across the entire event will win an exclusive reMarkable Tablet & Premium Accessories on December 16. Participation counts—so the more you contribute, the better your chances! Free to Join: It’s easy and free for all Arboretum members to take part. Daily Prompts & PrizesHere’s a sneak peek of what’s in store:Day 1 (12/2): [Share your top productivity tip]

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jaxn.engstrom
Advanced User
4 days ago
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New User
brandoutsocialNew User
posted in Job Postings
JOB: Hiring Facebook + Google Ad Strategist - Fully Remote

Curious on if anyone is looking for an opportunity. We have a high volume agency that is niched out to a specific industry for lead generation.We’re looking for someone with experience in Facebook and/or Google Ads management to join our team. This is really focused on campaign optimization on weekly rotations and we are heavily looking for someone who can analyze and take initiative to make immediate changes to increase client results.Here's some details: We manage a pretty decent volume of acccounts (25-30 per platform), but they’re all in the same niche and promoting the same type of service/offer. This means there’s plenty of overlap between campaigns—so while it’s high-volume, the learning curve is streamlined. The focus is lead generation for appointment bookings, so the goal is to drive qualified leads to our clients. We need someone who can handle weekly management and optimizations to keep campaigns performing at their best. We have a face to face rep so this person wouldn't

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New User
4 days ago
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Frequent User
megan.dohertyFrequent User
asked in Social Networks
Contacting Bluesky? Requesting control over branded account

Has anyone had the task of contacting Bluesky to gain control over a branded account handle? I’ve tried a couple of different avenues (reporting the account, requesting help via support ticket) and, as of Friday, I’ve engaged our internal legal team for support. Open to any and all thoughts. Thank you in advance! 

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Frequent User
4 days ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Coffee Talk
Giveaway Day 10: Reflect & Celebrate with Us!Holiday Giveaway Extravaganza Finale

Welcome to the grand finale of The 2024 Holiday Giveaway Extravaganza! Over the past 10 days, we’ve connected, shared, and learned so much together. Now, it’s time to reflect on the highlights of our year in The Arboretum community.Here’s What to Do:1️⃣ Share your favorite Arb or career moment from this year in the comments. What stood out, made an impact, or brought a smile to your face?2️⃣ Engage with at least two other reflections to celebrate the memories we’ve created together.Today’s Grand Prize:One lucky participant will win an Upgraded Second Monitor & High-End Ergonomic Desk Chair—a dream setup for any social media professional. 🎁Thank you for making this event unforgettable. Let’s celebrate the connections, insights, and fun we’ve shared. Share your reflections below!

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emily.murray
Advanced User
4 days ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Social Customer Care
Giveaway Day 9: Share Your Social Customer Care Wins & Tips! 💬Holiday Giveaway Extravaganza

Welcome to Day 9 of The 2024 Holiday Giveaway Extravaganza! Today, we’re shining a light on the wins, lessons, and creativity it takes to handle social media customer care like a pro.Here’s What to Do:1️⃣ Create a new post in the Social Customer Care Forum with a tip or story about a memorable experience in social media customer care—whether it’s a win, a funny moment, or a creative solution that worked for you.2️⃣ Engage with at least two other posts to swap ideas and celebrate your peers’ success.Today’s Prize:One lucky participant will win a Walking Pad and a pair of Beats High-End Bluetooth Headphones—the ultimate combo for staying productive and energized. 🎁Let’s learn from each other and celebrate the work that goes into making customer care exceptional. Share your insights below!

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Jonathan Zuluaga
Community Manager
4 days ago
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New User
jamesfunNew User
posted in Career Advice
Advancing Careers with OMSB Certifications

The Oman Medical Specialty Board (OMSB) certification is a vital credential for healthcare professionals aiming to excel in the medical field. The Omani Examination for Nurses (OMSB_OEN) plays a critical role in ensuring nurses meet the highest standards of competence and professionalism. For those preparing for the OMSB exams, reliable practice materials can make all the difference. With OMSB Exams Questions tailored to reflect the actual exam format, candidates can build confidence, enhance their knowledge, and take meaningful steps toward career advancement in the healthcare sector.   

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New User
5 days ago
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Advanced User
MisterPAdvanced User
posted in Social Customer Care
Tip: Developer a comprehensive social media playbook

One way to help ensure you know what to do in most situations, ensure consistent response, and reduce many stresses and headaches is to create a comprehensive social media playbook. A playbook can include, for example, best practices, response templates, and escalation procedures, as well as specific guidance for specific clients or campaigns. An ounce of prevention can really add up to a pound of cure!

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Advanced User
7 days ago
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Engaged User
amanda.hoffmannEngaged User
posted in Social Customer Care
Save Time with a Tagging System

One thing we’ve found super helpful is setting up tags for common types of responses while monitoring the inbox. These can be broad, like “Negative - Low” or “Post Response,” or more specific, like tagging different product types our client offers.It’s been a total lifesaver! When a client asks for all comments about a specific topic, we can quickly sort by tag, export the data, and send it over—super easy.If you’re looking for ways to stay organized and save time, this is definitely something to think about for the new year!

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New User
7 days ago
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New User
PartTimerNew User
posted in Social Customer Care
good personalization is good customer care

While authenticity and personalizing in social media is important, so is the personalization in how to relate with customers. Use the contact person’s name, be quick with replies, know their history and engage in genuine and meaningful conversations beyond just transactional conversations. This makes a difference in customer relationships.

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New User
7 days ago
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Advanced User
adrienne.cooleyAdvanced User
posted in Likes & Dislikes
Plenty of wins to celebrate this year!

Social media naturally comes with its share of challenges and I’ve had plenty of venting moments with my team, but when I think back on the year, there are so many wins to celebrate! We’ve already surpassed all of our social media goals and KPIs for the year. I was able to double our goal for number of reels posted, and I created a TikTok channel from the ground up this year. One of my favorite wins: I had a couple instances this year of posting reels highlighting local businesses (I do destination marketing), and then hearing from business owners that they saw an influx of business after the reel was posted. I can look at analytics all day, but none of it is quite as motivating as knowing my work has real impact on my community! It’s so easy to get sucked into the day-to-day frustrations, so rounding up our EOY reports and stats and looking back on the year is a really needed opportunity to look at the bigger picture and see how much my and my team’s hard work has paid off! 

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Advanced User
7 days ago
emily.murray
Advanced User
emily.murrayAdvanced User
posted in Social Customer Care
Customer Care Tip

I am a social team of one so it’s sometimes hard to respond to every comment or message in a timely manner but a couple of things that have helped me are the automations you can set up within Meta for messages and the saved reply feature in Sprout. The Meta automations are a great feature for giving immediate responses to followers and providing them with a way to find their answer or contact us. The saved reply feature in Sprout also saves me a lot of time when responding to common questions. Does anyone else have any favorite tools or features they use for customer care?

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emily.murray
Advanced User
7 days ago
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Engaged User
desiree.linkEngaged User
posted in Likes & Dislikes
Canva-tastrophe :D

💪🏻 A couple weeks back, I finally figured out a to-do list system that works for me, which is a really big win! (I change my system every couple of years depending on the circumstances - if I don’t have a working system, my life literally spirals out of control 😂) 👎🏻 Our parent company decided that we should all share a Canva account, so I had to transfer everything (uploads, designs) from my current into the new account - which was an absolute nightmare. You can’t “bulk download” or “bulk transfer” anything in Canva - whatever you do, it has to be done individually.First, I had to download every single upload (500+) from my account to upload them again in the new account. That completely messed up the order of the material in the new uploads folder. I had already gotten so used to that specific order. 😅Then I had to share every individual existing design with my new account via email and open the link I was sent in my email program in an incognito tab (because I had to have two

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Engaged User
8 days ago
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Advanced User
MisterPAdvanced User
asked in Likes & Dislikes
One of my wins and perhaps a sign of the times...

Over the course of 2024, I’ve used the time to learn AI prompt engineering using online courses, eBooks, podcasts, YouTube videos, etc. I feel it’s critical to know how to optimally leverage the technology rather than be overwhelmed by it.As the quote goes, "You will not be replaced by AI, but by someone using AI," Laurence Liew, director for AI Innovation at AI Singapore. So, I’ll be someone who is able to use AI when and how I want to in the course of my work. Keeping with the curve, if not ahead of it, feels like a win!

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Advanced User
8 days ago
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Engaged User
rileyrroseEngaged User
posted in Social Customer Care
TIP: response templates

Customer care is such an interesting aspect of this job! For me, one of the biggest challenges is that I own the socials for a variety of brands, with many different product managers. Because of this, it can be tough to chase down the relevant information in a timely manner! Throughout my time in the role, I’ve learned a TON about each product and portfolio so that I’m able to answer as many questions as possible myself. My top tip would be to record the questions you’ve received and the answers you’ve given so that when you’re asked a duplicate question, you have the answer ready to go. This way, you can also create response templates for your most commonly asked questions!

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Advanced User
8 days ago
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Engaged User
sarah.jonesEngaged User
posted in Social Customer Care
Tip- Create a guide!

Working in recruitment marketing for a large company can make it hard to keep track of every little detail of every department. Creating a FAQ/department guide has been super helpful to quickly and accurately answer comments and DMs! Having a list of who to reach out to about specific topics is also helpful- you’re always going to get niche questions that have never come up before and can only be answered by 1 person! Even though we have the guide, we still make sure to personalize responses to the individual and not copy/paste every answer. It helps show that you actually care about the comment and aren’t just a robot.

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Advanced User
8 days ago
Jonathan Zuluaga
Community Manager
Jonathan ZuluagaCommunity Manager
published in Coffee Talk
Giveaway Day 5: Why Do You Love The Arb?Holiday Giveaway Extravaganza

Happy Friday and welcome to Day 5 of The 2024 Holiday Giveaway Extravaganza! Today, we’re spreading the word about The Arboretum and why it's such a great place for social media professionals.What to Do:1. Share a post on social media about the benefits of being part of The Arboretum. What do you love about this community?2.Tag The Arboretum by Sprout Social page in your Linkedin post.3.Reply to this thread with a link to your social post. Let’s inspire others to join our growing community! Today’s Prizes:Two participants will win Beats Studio Buds Noise-Cancelling Earbuds, Arb Water bottle and an Auto Face Tracking Phone Holder—perfect for staying focused and creating wherever you are. 🎁And don’t forget—the fun doesn’t stop here! Our giveaways continue next week with even more exciting prompts and prizes. Join us Monday for another chance to connect, share, and win.If you thought the prizes were good this week, wait until you see what we have in store!  

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jaxn.engstrom
Advanced User
8 days ago
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Engaged User
Liz.HarterEngaged User
asked in Social Customer Care
Respond or Not? - Angry comments not related to company

I work at a university and we’ve begun getting kind of spammy comments across a number of our affiliated LinkedIn pages from people naming a supposed alum who they are accusing of fraudulent behavior. I’ve done a number of searches both internally and externally to try to connect this person to the person of the same name that graduated from our school AND to the companies they’re namedropping as being frauds and I cannot definitely do so. I can’t decide if we should delete these comments that have nothing to do with anything or leave them be with no comment. I don’t feel like I can comment because I can’t confirm who or what they’re talking about. I’d love to hear what others might do in this situation because on the one hand we want these commenters to feel comfortable engaging with us but we also don’t want their possible misinformation to affect our other customers.

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amanda.coe
Advanced User
8 days ago
lisa.rodrigo
Advanced User
lisa.rodrigoAdvanced User
posted in Social Customer Care
Building goodwill before customer care is ever needed

Check out this post I recently engaged with… there was no problem to solve or customer service ticket to close—just a moment to engage, match tone, and acknowledge someone’s creativity.These small moments help to build goodwill. They’re the difference between a brand that feels robotic and one that feels human. So when there is a hiccup in the customer journey, this foundation gives a brand grace; you’ve already shown that your brand is present, listening, and capable of meaningful interaction.Never underestimate the power of simply being there.https://www.linkedin.com/posts/george-chartier_hear-ye-hear-ye-hast-thou-heard-the-glad-activity-7269444135441383424-zeAA?utm_source=share&utm_medium=member_desktop

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jaxn.engstrom
Advanced User
8 days ago
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