Last week we had to write an essay about how the community manager serves the online community and still manages to meet the business objectives. I have decided to write a post about what the community manager does in a nutshell. There is something more interesting about blog writing vs. an essay format. I think the word essay scares me. Anyways, let’s begin!
Community Manager: Representing a company in the online world
Here are some simple facts that will help you get a better idea of a community manager’s role.
- the organizations voice in the community (unformal)
- mediating disputes and conversations
- creating content!!!
- the communities voice in the organization
- collect feedback
What is an online forum?
Any social media platform people use to share ideas and discuss them. It is not limited to the classic forum style, Facebook and Twitter count!
Mediating Disputes (negative comments)
This isn’t a full time task but everyone will have to deal with it at some point in their job. The best thing for the community manager to do is to have a policy or tactics on how to deal with negative comments before they happen. The role of the community manager is to act like a host and mediate the conversation without being dragged into it and making it worse.
Enough said. Know your audience aka the community and determine what type of content is most engaging. It can be a mix of video, photos or memes. Just know what gets people talking and sharing.
Skills & Roles
- Share facts
- kill a rumor
- answer questions beyond the 9-5
- provide seek peaks
- have experience with budgeting and marketing
- monitor all online conversation regarding the brand, organization or service
- project management
- knows the audience*
- track results/ findings which gives you ROI and can determine if goals and objectives have been met