Over the past decade, we have seen social media grow and transform the way we do business. Websites such as Facebook, Twitter, and Instagram attract hundreds of millions of followers on a daily basis. What better way to connect with customers than through the sites they visit each and every day? This is exactly what businesses are doing, and community managers are leading the way.
Community managers have many important roles when it comes to raising brand awareness through social media. In a nutshell, the basic job of a community manager is to take a brand, create an image, and strategically promote this image to current and future customers. In order to do this, community managers need to obtain a couple of key characteristics that will help them get their point across. One of the most important characteristics is vision/creativity. Community managers must have the ability to take a brand and picture where it will be in the future. With this vision they create an identity for the brand which they then share with different audiences through social media sites.
Communication is also a key characteristic of community managers. In order to share their vision with others, they must obtain the ability to actively communicate with customers to get their point across. They do this by creating their own social persona, which allows them to engage customers within the online community. By actively communicating with their customers, they are able to boost awareness of a brand or company and gives them the opportunity to expand the brand. This ability to share their vision with people they have never even met shows why some may consider community managers “The Masterminds of Communication.”
Along with vision and communication comes another important skill, which is facilitating/moderating the conversation that is occurring. Community managers do so much to create an identity for a brand, it is important for them to protect this image. They constantly are monitoring what is being said within the community and make sure to resolve any issues that may occur. This may include deleting negative comments, responding to questions or concerns, or promoting positive comments from customers for others to see. By managing the daily activity, it allows community managers to ensure their brand continues to move in the right direction. After all, it is an online community, and without happy members the community will not be able to grow to its full potential.
Needless to say, community managers play an important role to any business. They have the ability to visualize and create an image for a brand, share this image with others, boost awareness of the brand, and monitor the brand through an online community. Through creativity, organization, strategy, and customer engagement, community managers are able to grow this overall brand community into something special. They truly are “The Masterminds of Communication.”
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