Community

Key Answers to Questions About Community Managers

The Tweet that started it all.
The Tweet that started it all.

I loved being a Community Manager and with tomorrow (1/28) being Community Manager Appreciation Day (#CMAD), I had to write about my experience in this career-changing, business-critical role. But oftentimes when I shared my title or talked about my role, my friends, family, etc. didn’t understand it. What is a Community Manager? Why is it important? Hence the birth of this blog post.

What is a Community Manager?

A Community Manager spearheads the creation and growth of an online community for a brand. The community can include customers, prospects, employees, influencers, competitors, and more. These community members live on social networks such as Facebook, Twitter, LinkedIn, Google+, Pinterest, blogs, forums, etc. and they’re talking about brands, industries and/or competition…for better or worse.

What is a Community and how can Community Managers help?

By using social media listening tools, brands will discover the conversations mentioned above and with community managers, brands can foster and grow the relationships of these online voices. Benefits include:

  • Turn detractors (those who comment negatively about you) into advocates
  • Deepen relationships with customers to keep them coming back
  • Turn prospects into customers
  • Drive web traffic
  • Put a human voice/face on your brand
  • Ensure someone is monitoring and responding to your social channels (i.e. your Facebook page, Twitter handle, etc.) around the clock
  • Create content such as blog posts, ebooks, and webinars

How did I become a Community Manager?

I was hired as a Community Manager by Radian6 (now Salesforce Marketing Cloud) back in 2011. Prior to that, I worked in agencies as an account executive. I was also a writer and blogger in my spare time. This prior agency experience lent itself perfectly to the Community Manager role. In fact, if you work in a service-provider role in the communications or marketing industry, you are one step closer to becoming a community manager. In addition, my writing skills were ideal for blogging and creating content for the brand. This content kept community members coming back for more and gave a reason to Tweet and share.  Here are some Community Manager traits:

  • Strong communication skills
  • Organization, i.e. ability to manage multiple conversations/people at once
  • Strong writing skills to create content
  • Deep understanding of all social networks
  • Event planning
  • Understand the brand and its products/services to represent it well
  • Be energetic, outgoing and responsive

How do I learn more about Community Management?

To learn more about Community Managers, check out this post by Jeremiah Owyang. It may be an older post, but it still rings true. I also printed this infographic and framed it on my office wall. Here are some ongoing resources I use:

I may not be a Community Manager anymore (now Manager of Content for Salesforce Marketing Cloud), but I still support and love this role. So, cheers to Community Manager Appreciation Day. Make sure to send a note to your fellow Community Managers. They’ll appreciate it! In the spirit of that, here’s a shout out to a few of my favorite Community Managers:

Community Manager Appreciation Day was created by Jeremiah Owyang in 2010. The  goal is to thank community managers via Tweets, blog posts, and in-person meet ups,  for their hard work creating, building and growing their brands’ social media community.

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2 thoughts on “Key Answers to Questions About Community Managers”

  1. First off I would like to say fantastic blog! I had a quick question that I’d like to ask if you don’t mind.
    I was interested to know how you center yourself and clear your thoughts before writing.
    I have had a hard time clearing my thoughts in getting my ideas
    out. I do enjoy writing but it just seems like the first 10 to 15 minutes are
    usually lost simply just trying to figure out how to begin.
    Any suggestions or hints? Thanks!

    1. Thanks for your question, Kaylee. I block out an hour of time once a week to write. Typically it’s Sunday afternoons. This way I can prepare mentally beforehand and not get distracted during my allotted time. And if a topic or post isn’t working for me, I move on. No need to dwell or force myself to write. It’s supposed to be fun, relaxing and a great mental escape. Good luck!

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