5 Key Skills For Successful Community Management

Managing Successful Communities: 5 Key Skills

Caty Kobe Sr. Community Manager @catykobe #GetSuccess

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@catykobe

Senior Manager Community,

Support, & Education

Content Developer

Support Team Leader

Active Community

Manager

15 Years of Customer Service

Experience

Expert in Social Engagement

Product Training Specialist

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! The skills we likely already have ! The skills we need to develop ! Short group discussion/ Q&A

What were going to talk about today:

Why talk about these things?

! To improve effectiveness in our current roles ! To plan & prep for more senior community roles ! To advance our industry

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The skills we already have

The skills we already have!

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! Have an endless supply of patience

! Are empathetic to a fault ! Have common sense ! Are effective

communicators

! Have user-centric attitudes ! Are polymaths

For the most part, we already

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To amp up our game, we must be

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! Develop thick skin against personal attacks and complaints

! Do not make assumptions about a users intelligence level based on their typing skills

! We must be fair when moderating and cannot play favorites

Emotionally Intelligent

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Adept at Crisis Management

! Have a plan in place for when negativity strikes

! Keep users calm & informed during outages

! Manage angry sentiment without censorship

Negativity Plan

Negativity Plan

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We should be the center Corgi Ready for anything (with a backup plan)!

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! Understand which metrics are most valuable

! Recognize patterns and tell stories with the data

! Make better community decisions by eliminating the guesswork

Data Savvy

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Tie community data in to your overall business goals

Data Savvy

2013 Business Goals

1. Improve customer satisfaction

2. Improve communication with customers

3. Reduce costs associated to error messages

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! Effectively manage strong personalities

! Balance your priorities with your coworkers priorities

! Choose your battles wisely

! Use data to prevent crying wolf

Cross-Functional

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Planning For The Future

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Planning For The Future

! As long as you have customers you will need a community ! Where will your community be in 5 years? ! Evangelize community within your company ! Work to advance your career & community management

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Lets keep talking!

Or ask your own questions: getsatisfaction.com/getsatisfaction Use the category tags:

! #GetSuccess ! Community Management

What skills do you think are most important? Tell me here: https://gsfn.us/t/3za40

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Resources For You: ! Get Satisfaction Community

Visit: getsatisfaction.com/getsatisfaction Ask & answer questions under

the category: Community Management

! Get Satisfaction Training Center Visit: getsatisfaction.com/corp/education Best practice articles Widgets with community content

! Community Management Certification Course synopsis & registration:

getsatisfaction.com/corp/education/community-management-certification

! Community Strategist Certification Launching July 2013!

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Photo Credits Slide 4: http://chzb.gr/YzpnWz Slide 5: http://bit.ly/XLscaW Slide 6: http://bit.ly/10oOquO Slide 8: http://bit.ly/15VYOT0 Slide 9: http://bit.ly/130dgqb Slide 10: http://bit.ly/18aZcfU Slide 12: http://bit.ly/10T9wJe Slide 13/14: http://bit.ly/14R9ySV