Online Community Management


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The role and importance of community management.

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Online Community Management

  1. 1. Online Community Management
  2. 2. Introduction Tinyiko Irene Ndlala Online Community Manager Love African Literature, veggies and Stand up comedy.
  3. 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. 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. 5. Types of Social Networks Which ones do you belong to?
  6. 6. My Communities
  7. 7. Types of Communities
  8. 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. 9. Social Networks Twitter , YouTube, Facebook, LinkedIn, etc.
  10. 10. Facebook Pages Businesses also use Facebook fan pages to invite customers in order to create a community of participants.
  11. 11. Why we need online community Management
  12. 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. 13. Managers Role Beyond Moderation
  14. 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. 15. Attract New Members  Share news and events on social networks  Offers perks and discounts  Attend conferences and meet-ups
  16. 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. 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. 18. 5 Hats a Community Managers Wears
  19. 19. Leader “Community managers aren’t necessarily appointed because of their sparkling wit….the best community managers are leaders ”
  20. 20. Content Developer  Blogs  Newsletters  Webinars  Website articles  Updates to the social networks  Forum entries  Videos
  21. 21. Moderator and Community Advocate Direct the conversation and keep people in check. You can hide comments , block people or give warnings
  22. 22. Analyst You need to know understand the trends on your online communities! Is it growing? How are your people interacting, PTAT?
  23. 23. Value of Online Community Management
  24. 24. People have a place to belong
  25. 25. Meet with like minded people
  26. 26. Promote a product or service Creating Brand or personal awareness
  27. 27. Mentoring
  28. 28. TOOLS The tools help with daily community management
  29. 29. What it takes to be an online community Manager
  30. 30. Must haves! Qualification in the Communications field People Skills A Way with Words Networking Skills Communication Skills Multitasking Ability
  31. 31. END