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Online Community Management

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The role and importance of community management.

The role and importance of community management.

Published in: Technology, Business

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  • 1. Online Community Management
  • 2. Introduction Tinyiko Irene Ndlala Online Community Manager Love African Literature, veggies and Stand up comedy.
  • 3. Contents 1. Defining Online Management 2. My Communities 3. Types of Communities 4. Why we need Community Management 5. Managers Role beyond Community Management 6. Many Hats a Community Manager wears 7. Value of Community Management 8. What it Takes 9. My Experience
  • 4. What is online Community Management? An online community is a group of people interacting, sharing and working toward a common goal. • Teach • Entertain • Beautify • Share • Discuss • Assist • Patrol
  • 5. Types of Social Networks Which ones do you belong to?
  • 6. My Communities
  • 7. Types of Communities
  • 8. Blogs No longer personal journals • Many business and individuals use blogs to make money and bring in business. • Likes and Shares • Blogs tend to be more content heavy and are more likely to catch the attention of search engines like Google or Bing.
  • 9. Social Networks Twitter , YouTube, Facebook, LinkedIn, etc.
  • 10. Facebook Pages Businesses also use Facebook fan pages to invite customers in order to create a community of participants.
  • 11. Why we need online community Management
  • 12. TWO key people that need to be made happy: the Customer and the Client. You need to ensure that everything runs smoothly and also understand how people socialize in communities to ensure success!
  • 13. Managers Role Beyond Moderation
  • 14. Keep Communication Channels Open  Join a business or brand’s community.  Help to discover customers opinions, concerns, etc  Convey feedback to both channels
  • 15. Attract New Members  Share news and events on social networks  Offers perks and discounts  Attend conferences and meet-ups
  • 16. Focus on goals and policies Not Just Tweets and Updates!! Community management falls within larger part of a strategy. Content need to be in line with goals and objectives of the client. CHALLENGE: Achieving these goals while following company policies and guidelines
  • 17. Create contentAlso forms part of the strategy. Content needs to satisfy both the client and the customer. Most important objective: Ensure that customers engage with the brand/business actively.
  • 18. 5 Hats a Community Managers Wears
  • 19. Leader “Community managers aren’t necessarily appointed because of their sparkling wit….the best community managers are leaders ”
  • 20. Content Developer  Blogs  Newsletters  Webinars  Website articles  Updates to the social networks  Forum entries  Videos
  • 21. Moderator and Community Advocate Direct the conversation and keep people in check. You can hide comments , block people or give warnings
  • 22. Analyst You need to know understand the trends on your online communities! Is it growing? How are your people interacting, PTAT?
  • 23. Value of Online Community Management
  • 24. People have a place to belong
  • 25. Meet with like minded people
  • 26. Promote a product or service Creating Brand or personal awareness
  • 27. Mentoring
  • 28. TOOLS The tools help with daily community management
  • 29. What it takes to be an online community Manager
  • 30. Must haves! Qualification in the Communications field People Skills A Way with Words Networking Skills Communication Skills Multitasking Ability
  • 31. END