Building your Social Community Team

26 January 2015

Behind Every Successful Community,is a Great Community Manager

What is a Community Manager?

A community manager is an individual who is responsible for:

Advocating the brand on social networks Creating buzz Actively go out within the community to connect with potential customers. Building relationships with influencers Content creation Planning and developing strategies for increasing engagement

Community managers typically deal with those who haven’t heard of the business they work for and boost awareness for the company.

Daily Work Flow of a Community Manager

40% having conversations with his community/fans. 20% building visibility and credibility as by attending to social media chats

and moderating his own page. 30% researching opportunities to connect with new people & blogging on

external sites. 10% analyzing efforts driving the most traffic. 10% making friends with everyone on his page (social butterfly).

The 3 Pillars of Community Management

Fan Growth Engagement Listening

Qualities of an Effective Community Manager

Strong communication skillsShould be comfortable interacting with people offline as well as online; a

natural networker. In many ways, he is the face of the brand!

Good JudgmentMust know the best ways to handle feedback from the audience &

determine what to share, how to share and when to share.

Dedication“When you are a community manager, you’re on 24/7! Anything, good or

bad, can happen at any time and when it does, social media is the first place it hits. You are technically the face of the brand, so you have to be there & deal with it.

Organizational SkillsThe ability to multi task & staying organized at the same time!

EmpathyIf a CM is not able to see the brand from the perspective of a fan or

consumer he won't be able to communicate a message to them.

Background in AnalyticsMust understand how communities are responding to engagement, and

can determine what efforts are working and not working.

PassionEat, Sleep and Breathe the brand.

Steps for building an effectiveCommunity management plan

Define goals

Profile your target

community

Identify Influencers

Create & Optimize

SM friendly content

Monitor & Improve

Community Management Golden Rules

Offer fans what they are looking for.

Post on a relevant periodicity: avoid spam & information overdose

Share information which brings an added value.

Involve your fans into the brands activities (feedback on new product, logo, etc.)

Respond & acknowledge your fans.

Make your fans feel special.

Smartly manage incidents & conflicts.

Community Managers’ #EpicFails

Back in 2011 during the protests in Egypt, Kenneth Cole decided to make light of the situation and post this insensitive tweet.

This airport made a joke about a Chicago plane crash which killed a child. Seriously? How could you think this is a good idea?

#MajorWins