what does a community manager do
TRANSCRIPT
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What does a Community Manager do?
Alicia Ortega Herrero @alicia0rtega
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1. What does a Community Manager do?
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What does a Community Manager do?
! Shares relevant content
! Acts like a Customer Care Department ! Leads a community of users and clients ! Helps solve reputaBon crisis
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What DOESN’T a Community Manager do?
! Sell products or services
! Play computer games or chat with their friends ! Repair computers
! Stay online
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2. Skills
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Skills
! Good reader and writer
! EmpatheBc
! Good under pressure ! Love their job
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3. Personal branding
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Personal branding
! If you don’t want someone to see it, don’t post it
! You are only one person
! Your blog is your home
! Talk one-‐to-‐one
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4. Managing professional accounts
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Managing professional accounts
! You should know EVERYTHING about your company
! Pick a company that shares your philosophy
! ARer all, it’s just a job
! But it’s your job and doesn’t have to be a secret
! *Tip: Work for the clients, but be paid by the company
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5. Managing user/fan communities
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Managing user/fan communities
! Don’t feed the troll
! Try to accept every point of view
! Don’t forget why you’re doing it
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Activity
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Activity A
! Someone is commenBng every post with curse words.
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Activity B
! You are the CM in a train company and one of your trains has just had a huge accident, with hundreds of vicBms.
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Activity C
! By mistake, you post your Candy Crush points on your company’s TwiWer account.
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Activity D
! One of your clients posts a photo on TwiWer showing a roWen leWuce and saying they bought it this morning at your establishment.