The Real Business of Community Management

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A rundown of the reality and day to day of community management roles, including what to look for in a professional and what kind of metrics apply. As presented by Amber Naslund, Director of Community for Radian6

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The Real Business of Community Management

  1. 1. the real business of community management amber naslund director of community, radian6 @ambercadabra
  2. 2. the four focus areas for today’s community manager...
  3. 3. listening.
  4. 4. engagement.
  5. 5. content.
  6. 6. internal education.
  7. 7. the profile of a community manager...
  8. 8. attributes: curiosity innovation motivation collaboration translation humility diplomacy connectivity
  9. 9. expertise: business process social media anthropology hedgehog management customer service written communication skills
  10. 10. a day in the life of a community manager...
  11. 11. Listening 25% Engagement 40% Internal Comms 15% Content 20%
  12. 12. the balance of personal and professional...
  13. 13. measuring and accountability...
  14. 14. key metrics: volume of mentions media reach topic/content trends engagement percentage competitive landscape response time (i) sentiment trends (30 day) response percentage (i) share of conversation content contribution (i) customer satisfaction content shares lead volume
  15. 15. community = this.
  16. 16. questions? amber naslund director of community, radian6 amber@ radian6.com | @ambercadabra radian6.com

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