The perfect community manager
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THE PERFECT COMMUNITY MANAGERHow to Manage Social Media Engagement
Marisa Peacock, Chief Strategist, The Strategic Peacock
J.Boye Philadelphia 12 ConferenceMay 2012
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What Does a Community Manager Do?
Interact and build relationships; someone who can tap into consumer conversations - both positive and negative - and nurture relationships between our client’s brands and consumers in new and exciting ways.
Proactively engage with content consumers across all platforms, including Facebook, Twitter, YouTube, Google+, Pinterest, blogs, forums, email and more
Implement the online community strategy, coordinating with stake holders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community.
taken from real job descriptions
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What Does a Community Manager Do?
Monitor and be active in understanding what customers, partners and other members of the community are saying in both the corporate community as well as external websites.
Develop and post interactive, thoughtful, intelligent, and provoking content that encourages participation and the development of member-generated content
Review Social Dashboard and web analytics for the company blog for notable links, trending traffic sources and relevant conversion metrics
taken from real job descriptions
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Who is a Community Manager
Marketing/AdvertisingCustomer RelationsResearch & DevelopmentBusiness DevelopmentInformation TechnologyCommunications
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The Skills of a Community Manager
Strong project management or organizational skills.
In-depth knowledge and understanding of online community platforms and their respective participants
Excellent writing skills to get the key points across clearly and concisely.
Highly organized and can multi-task
Advanced analytical and problem solving skills and a high attention to detail is critical
Excellent customer relations skills
Deep understanding of community building techniques and a demonstrated ability to grow online communities
Good technical understanding and can pick up new tools quickly.
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How Community Management Usually Works
Marketing
R&D
HRSales
LegalIT
C-Suite
cmmgr
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How Community Management Should Work
community managers
Marketing
R&D
HR
Sales
Legal
IT
C-Suite
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We Are All Community Managers
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10 Rules for
Community Management
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It’s a lifestyle, not a job.
10.
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It’s about Organic Engagement
9.credit: RealSimple
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Bigger isn’t always Better
8.
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It takes a village.
7. credit: GingerMonkey
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Sharing is Caring.
6.credit: Business Transformation Academy
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If you don’t care, your community won’t either.
5.
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You are not a robot. Act human.
4.
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You are only human. Automate.
3.
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Add value, not work.
2.
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Community is everywhere.
1.
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Thank you.
www.strategicpeacock.com
@marisacp51