The Community Manager – She’s all That

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Confident, driven, knowledgeable, listening, leadership, strategy, communication, creative, innovative, integrity, team work, engagement, multi-task – all buzz words from current community manger job postings.

Companies are looking for employees who can meet and satisfy the desire for instant gratification that their consumers yearn for. In able to meet the demands and make an impression on the brand’s followers, the sought after community manager must be the owner of many hats. Not only are the community mangers responsible for posting pictures and tweets, but they must participate in the trans-actual interactions between brand and consumer. Immediate, authentic and honest information works best in establishing and up-keeping these relationships and executed best when the community manager is able to act as detective, therapist, reporter, and enthusiast simultaneously.

Sharing information and attracting followers are top priorities for a community managers when wearing their enthusiast hat. They need to spread the mission and values of the brand, while securing an online reputation.

The community manger must connect the dots and make discoveries about their consumers and the reactions to the brand by acting as the detective – seeking out holes in their social media marketing strategies and identifying what works best.

It is a reporter’s job to share information from the brand to the followers when new, exciting or important information becomes available. As well, when happenings, good or bad, come up in the brand’s social media world the community manager’s reporter mode must kick in. This information is key for the brand to be made aware of and understand.

When wearing their therapist hat, the community manger can theorize what the specific reactions of the consumers and constituents mean, implementing the best methods of defense and control over issues when they arise.

 

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Community managers are the leaders of the online charge. Through the management of their many social media platforms, community managers are meeting the goals of inspiring a shared vision. Not simply are they providing information for others, but advocating for follower’s involvement in the brand. The community manager is the know-all employee of that organization. They understand all facets, possess knowledge of overall operation and can clearly share the mission.

Let’s take a look at a list of daily tasks for two community managers. Both Sarah and Brit’s agendas give insight on the variety of duties these social media gurus take on.

How Sarah Spends Her Day:

  • 40% having conversations with communities or prospects
  • 20% building visibility and credibility as “Sprout Sarah”
  • 15% researching opportunities to connect with new people
  • 15% blogging on external sites
  • 10% analyzing efforts driving the most traffic
  • 10% making friends with everyone in the office (social butterfly)

How Brit Spends Her Day

  • 30% responding to and helping customers
  • 30% writing and  /or curating social content
  • 20% strategizing and planning
  • 10% analyzing past social performance
  • 10% collaborating with team members
  • 10% being awesome 

These two ladies’ schedules showcase the variety of tasks that make up their days and the number of different hats they must wear to complete them. They aren’t simply tweeting and liking posts all day! These ladies stay in touch with the happenings around their office in terms of the brand, they keep their followers updated and informed, as well as staying knowledgeable about their scope and vision by strategizing and connecting with others in their position.

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Community managers exist by embodying the brand’s image and representing it authentically, honestly, and entertainingly online. Creating a catalyst for information and ideas in the way of a two way street between consumers and the brand.

After expanding my understanding of and  the importance for community managers, I want-in simply for the expansion of my “hat” collection. 🙂

Image credits:

 

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2 Comments

  1. Kasey, Nice Job.
    Love the Title of your Post. Like a good blogger, you had me at the title, which begged me to read more. Also, I like your use of metaphors – especially the one that really correlated to the title of your blog post.

    And this was my favorite sentence from your blog post:

    “Community managers exist by embodying the brand’s image and representing it authentically, honestly, and entertainingly online. Creating a catalyst for information and ideas in the way of a two way street between consumers and the brand.

    After expanding my understanding of and the importance for community managers, I want-in simply for the expansion of my “hat” collection. 🙂

    The Community Manager is the catalyst for information and ideas and he or she is the two way communication, information sharer, bearer of ideas (suggestions for upgrades, enhancements from the online community which consist of consumers and competition) and most importantly, a CM does more than just push out Tweets, Post, uploads “Pins” and photos.

    Great job!

    Like

  2. I like how you clearly broke down the community manager’s roles into the four categories. It was really easy to follow and understand. I don’t know if it is the formatting in the app, but the last paragraph seems to be missing words, or maybe they got jumbled somehow.

    Like

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