In the Hot Seat: Sarah
What have you been up to?
Most recently I've been working on Community Management for Hard Yakka and KingGee, New Age Caravans and some of the L'Oréal brands. I also look after the La Roche-Posay half yearly industry report, which takes about a month to pull together! Additionally, I cover the L'Oréal team when anyone goes on holiday.
Did you face any challenges during this project?
As Hard Yakka, KingGee and New Age Caravans are all relatively new clients, there are a few things to get your head around while learning the ropes for Community Managing a new audience. It's a challenge, but an exciting one as you learn how the community likes to interact and be spoken to.
What has been your favourite project while at HG?
Probably working on Kmart. We started their Instagram account from 0, and took it to 100,000 in about a year. It was right as they started to release their amazing homewares ranges and the audience was so excited everyday— it was a real treat to be the one behind the smartphone! I've also loved working on the French L'Oréal brands, Lancôme and La Roche-Posay. Still working on that working trip to Paris though… hint hint!
What is the biggest mistake that businesses make when they post on social media?
I think that timeliness is so important with Community Management these days. Customers expect immediate responses, even if that response says 'We'll be back at 8am Monday'. Simply advising, "I'll look into that for you", while you chase the answer to their question can put a customer at ease because they feel they have been heard. No response at all is the worst thing you can do!
What change do you want to see in social media?
I wish there was more room for the little guys on social. The small businesses and not-for-profits that get missed because the big corporates of the world have more spending power to boost their social presence. It would be good if Facebook/Instagram could have something like the PSAs that free to air TV and radio do, where a percentage of space is gifted to charities and the like.
What is your favourite thing to do on the weekend?
Sleep! Which never happens because I have a toddler. My husband and I really love exploring Tassie, which is where we currently live, and checking out wineries, waterfalls and some of the beautiful spots our country has to offer. In the warmer months, we'll go to the beach or meet friends for park dates with our kids.
NOW FOR SOME HOT FIRE QUESTIONS…
What would you rather: an unlimited supply of amazing snacks or coffee?
I think it’s unfair to ask a pregnant woman to choose! I think I'd have to go with coffee at the moment. I have a toddler who isn't the best sleeper, and coffee basically runs through my veins. Although, the snacks are tempting! I'm six months pregnant and food is life.
What did young Sarah want to be when she was older?
I had visions of being a meteorologist at one stage, and a kindergarten teacher. But my proper dream was to be a journalist. I have spent some time reporting and blogging, and while I love writing, I love the fast pace of social media and the other skills it draws on.
What would you rather: give up texting or calling?
Give up calling!! Who does that anymore?! My phone is always on silent, and even if it wasn't, I sometimes look at the number and go, yeah, um, don't have time for that type of conversation now! Text first and make a time.