Online Community Management
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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.

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Online Community Management Online Community Management Presentation Transcript

  • Online Community Management
  • Introduction Tinyiko Irene Ndlala Online Community Manager Love African Literature, veggies and Stand up comedy.
  • 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
  • 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
  • Types of Social Networks Which ones do you belong to?
  • My Communities
  • Types of Communities
  • 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.
  • Social Networks Twitter , YouTube, Facebook, LinkedIn, etc.
  • Facebook Pages Businesses also use Facebook fan pages to invite customers in order to create a community of participants.
  • Why we need online community Management
  • 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!
  • Managers Role Beyond Moderation
  • Keep Communication Channels Open  Join a business or brand’s community.  Help to discover customers opinions, concerns, etc  Convey feedback to both channels
  • Attract New Members  Share news and events on social networks  Offers perks and discounts  Attend conferences and meet-ups
  • 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
  • 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.
  • 5 Hats a Community Managers Wears
  • Leader “Community managers aren’t necessarily appointed because of their sparkling wit….the best community managers are leaders ”
  • Content Developer  Blogs  Newsletters  Webinars  Website articles  Updates to the social networks  Forum entries  Videos
  • Moderator and Community Advocate Direct the conversation and keep people in check. You can hide comments , block people or give warnings
  • Analyst You need to know understand the trends on your online communities! Is it growing? How are your people interacting, PTAT?
  • Value of Online Community Management
  • People have a place to belong
  • Meet with like minded people
  • Promote a product or service Creating Brand or personal awareness
  • Mentoring
  • TOOLS The tools help with daily community management
  • What it takes to be an online community Manager
  • Must haves! Qualification in the Communications field People Skills A Way with Words Networking Skills Communication Skills Multitasking Ability
  • END