Post on 16-Jul-2015
What is a Community Manager?
A community manager is an individual who is responsible for:
Advocating the brand on social networks Creating buzz Actively go out within the community to connect with potential customers. Building relationships with influencers Content creation Planning and developing strategies for increasing engagement
Community managers typically deal with those who haven’t heard of the business they work for and boost awareness for the company.
Daily Work Flow of a Community Manager
40% having conversations with his community/fans. 20% building visibility and credibility as by attending to social media chats
and moderating his own page. 30% researching opportunities to connect with new people & blogging on
external sites. 10% analyzing efforts driving the most traffic. 10% making friends with everyone on his page (social butterfly).
Qualities of an Effective Community Manager
Strong communication skillsShould be comfortable interacting with people offline as well as online; a
natural networker. In many ways, he is the face of the brand!
Good JudgmentMust know the best ways to handle feedback from the audience &
determine what to share, how to share and when to share.
Dedication“When you are a community manager, you’re on 24/7! Anything, good or
bad, can happen at any time and when it does, social media is the first place it hits. You are technically the face of the brand, so you have to be there & deal with it.
Organizational SkillsThe ability to multi task & staying organized at the same time!
EmpathyIf a CM is not able to see the brand from the perspective of a fan or
consumer he won't be able to communicate a message to them.
Background in AnalyticsMust understand how communities are responding to engagement, and
can determine what efforts are working and not working.
PassionEat, Sleep and Breathe the brand.
Steps for building an effectiveCommunity management plan
Define goals
Profile your target
community
Identify Influencers
Create & Optimize
SM friendly content
Monitor & Improve
Community Management Golden Rules
Offer fans what they are looking for.
Post on a relevant periodicity: avoid spam & information overdose
Share information which brings an added value.
Involve your fans into the brands activities (feedback on new product, logo, etc.)
Respond & acknowledge your fans.
Make your fans feel special.
Smartly manage incidents & conflicts.
Community Managers’ #EpicFails
Back in 2011 during the protests in Egypt, Kenneth Cole decided to make light of the situation and post this insensitive tweet.
This airport made a joke about a Chicago plane crash which killed a child. Seriously? How could you think this is a good idea?