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Online Community Manager, Yes it's really a job 2010


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Online Community Manager, Yes it's really a job 2010

  1. 1. Online Community Manager Yes, It's Really a Job Dawn Foster Intel Community Manager for MeeGo 04/20/10 1
  2. 2. Agenda ● Defining Community ● Community Manager Jobs – Examples of Community Manager Jobs – What They Do & Skills Required – Salaries and Career Paths ● Guiding Principles and Best Practices 04/20/10 2
  3. 3. What is this thing we call community? In Person Community Activities 04/20/10 3
  4. 4. What is this thing we call community? Social Media / Social Networking 04/20/10 4
  5. 5. What is this thing we call community? Corporate / Customer Communities 04/20/10 5
  6. 6. What is this thing we call community? Virtual Communities 04/20/10 6
  7. 7. Why Companies Participate in Communities ● People: gives people a place to engage with your company ● Product Innovation: get product feedback ● Collaboration: work together to solve issues or come up with new ideas ● Evangelism: help you grow evangelists for your products from outside of your company ● Brand Loyalty: engagement can drive a tremendous amount of loyalty for your products 04/20/10 7
  8. 8. Why Do People Participate? Social Status & Fun Recognition Passion Financial Work Career Develop Learning Advancement Skills ● Motivation is complex (multiple influences) ● If people aren't motivated, they won't participate ● Promotion must take motivation into account 04/20/10 8
  9. 9. Community Managers Help Ensure Success “Jobs of the future, #1: Online What Skills do we need? Community Organizer – Patience ... If you were great at this, I'd imagine you'd never ever have trouble finding good work.” – Networking --Seth Godin – Communication What do we do? – Facilitation – Ongoing Facilitation – Technical Skills – Monitoring Conversations – Marketing – Content Creation / Mgmt – Self-Motivation – Evangelism – Workaholic Tendencies – Community Evolution – Organization 04/20/10 9
  10. 10. People are Watching You “My eyes see. His eyes see. I see him. And he sees me. And so we say, Translation: “Hooray for eyes! People see everything Hooray, hooray, hooray... you do in the community. ... for eyes!” Be a good example of the “right” behavior. 04/20/10 10
  11. 11. Job Market “It's a hot job. We only expect it to get hotter. Every smart business now communicates online, with customers, with employees and with the world at large.” --Marshall Kirkpatrick (November) from ReadWriteWeb ● Recent Hires ● Job Openings Now – Wieden + Kennedy – The Weather Channel – Zappos – Wikia – Intel – Hilton – Samsung – EMC 04/20/10 11
  12. 12. Examples of Community Manager Jobs 04/20/10 12
  13. 13. Community Manager Job Titles Source: ForumOne December 2009 04/20/10 13
  14. 14. Job Satisfaction Source: ForumOne December 2009 04/20/10 14
  15. 15. Community Manager Compensation Source: ForumOne December 2009 04/20/10 15
  16. 16. Compensation By Age Source: ForumOne December 2009 04/20/10 16
  17. 17. Salary Satisfaction Source: ForumOne December 2009 04/20/10 17
  18. 18. Average Number of Hours per Week Source: ForumOne December 2009 04/20/10 18
  19. 19. Guiding Principles and Best Practices 04/20/10 19
  20. 20. Community Ownership “You may own the software, but the community owns itself.” --Clay Shirky ● The community "owns" the community ● A company who starts a community: – owns the infrastructure – facilitates the discussions – moderates and keeps people in check ● If the company doesn't play nice with the community, the community will take discussions elsewhere ● Like hosting a party 04/20/10 20
  21. 21. Guiding Principles: It's All About the People ● Focus on the individuals: Participate as a person, not a corporate entity ● Be Sincere: Sincerity = believability & credibility ● Not all about you: Community is about conversation, which is by definition two-way ● Be a Part of the Community: Don't try to control it ● Everyone’s a Peer: You are not the expert; knowledge comes from everywhere 04/20/10 21
  22. 22. Play Nice "I'm the Lorax who speaks for the trees which you seem to be chopping as fast as you please. NOW...thanks to your hacking my trees to the ground, there's not enough Truffula Fruit to go 'round. Translation: Play Nice: Be polite and And my poor Bar-bar-loots are all getting the crummies respectful in your because they have gas, and no interactions with other food in their tummies!" members 04/20/10 22
  23. 23. Where and How NOT to Participate ● Do not participate on competitor's sites (considered slimy & bad manners) ● Do not participate in communities solely to pimp your products. ● Do not mention your products in every post. Talk about the industry first & your products second 04/20/10 23
  24. 24. How to Participate ... Listen First: Understand the Norms ● Each site has it's own norms – Language and terminology – Acceptable behavior ● Participate gently at first – Pick one site to start – Spend more time listening – Take the time to understand how people participate – Participate with an individual account first – Engage in additional sites as you get comfortable – Begin participating for your organization 04/20/10 24
  25. 25. Make it Fun Why do you sit there like that? I know it is wet. And the sun is not sunny. But we can have lots of good fun that is funny! I know some good games we could play. I know some new tricks. I will show them to you. Translation: Your mother will not mind at all if I do. Have fun! Lighten it up occasionally! 04/20/10 25
  26. 26. Q&A Additional Reading: ● Great Blogs with Job Listings: ● ● ● About Dawn: ● Intel Community Manager for MeeGo ● More Info: ● ● @geekygirldawn on Twitter 04/20/10 26