Susan Chang manages social media for @Dropbox – that’s right, all of it. She oversees multiple accounts running multiple campaigns and makes the hard decisions most of us have probably all encountered: should such-and-such team get their own @handle? Who should get access to existing handles? What resources should be assigned to community management?

In this episode of Character Count, we sit down with Susan to discuss all of these things, along with the strategy and philosophy that drives Dropbox’s global social presence.