THE PERFECT COMMUNITY MANAGERHow to Manage Social Media Engagement

Marisa Peacock, Chief Strategist, The Strategic Peacock

J.Boye Philadelphia 12 ConferenceMay 2012

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

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

Who is a Community Manager

Marketing/AdvertisingCustomer RelationsResearch & DevelopmentBusiness DevelopmentInformation TechnologyCommunications

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.

How Community Management Usually Works

Marketing

R&D

HRSales

LegalIT

C-Suite

cmmgr

How Community Management Should Work

community managers

Marketing

R&D

HR

Sales

Legal

IT

C-Suite

We Are All Community Managers

10 Rules for

Community Management

It’s a lifestyle, not a job.

10.

It’s about Organic Engagement

9.credit: RealSimple

Bigger isn’t always Better

8.

It takes a village.

7. credit: GingerMonkey

Sharing is Caring.

6.credit: Business Transformation Academy

If you don’t care, your community won’t either.

5.

You are not a robot. Act human.

4.

You are only human. Automate.

3.

Add value, not work.

2.

Community is everywhere.

1.

Thank you.

www.strategicpeacock.com

@marisacp51